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1.发明授权
公开(公告)号：EP2628289B1
公开(公告)日：2018-03-21
申请号：EP11832872.3
申请日：2011-10-12
CPC分类号： H04M7/0084 , H04L41/0654 , H04L41/5061 , H04L43/16 , H04L65/1083 , H04L65/80 , H04L67/142 , H04L67/146 , H04L69/40 , H04M3/42 , H04M2203/2038 , H04M2203/2088 , H04Q3/0045
摘要： The present disclosure relates to methods, systems, and computer-readable media for conducting communications. One method includes determining a context associated with a communication between a first participant and a second participant while the communication is occurring, determining a failure of the communication, and resuming the communication based, at least in part, on the context.
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公开(公告)号：EP3243321A1
公开(公告)日：2017-11-15
申请号：EP15877313.5
申请日：2015-12-07
发明人： YARBROUGH, Greg , SMITH, Eric , JAYAPALAN, Vijay
IPC分类号： H04M3/50
CPC分类号： H04M3/2236 , G06Q10/00 , G06Q30/02 , H04L43/0829 , H04M3/2227 , H04M3/5133 , H04M3/5183 , H04M2201/42 , H04M2203/40
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from a call center agent indicating a symptom of a quality of an electronic communication between the agent and a caller. Identifying a cause of the quality of the electronic communication based on the input. And, sending instructions to adjust the cause of the quality of the electronic communication.
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公开(公告)号：EP3726805A1
公开(公告)日：2020-10-21
申请号：EP20178852.8
申请日：2015-10-28
发明人： JAYAPALAN, Vijay , YARBROUGH, Greg , SMITH, Eric
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.
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公开(公告)号：EP3228071A1
公开(公告)日：2017-10-11
申请号：EP15781176.1
申请日：2015-09-16
发明人： JAYAPALAN, Vijay , YARBROUGH, Greg , SMITH, Eric
IPC分类号： H04M3/51 , G10L21/013 , H04M3/493
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
摘要翻译： 包括编码在计算机存储介质上的计算机程序的方法，系统和装置，用于在与呼叫者的呼叫期间接收来自代理的输入，其中输入引导一个或多个处理器将代理人的话音中记录的声明注入呼叫 ，并且代理人语音中的记录语句存储在计算机可读文件中。 根据与输入相关的数据并响应于接收到的输入，获取代理语音中的记录语句。 并且将代理人语音中的记录语句插入呼叫的媒体流中。
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公开(公告)号：EP3213483A1
公开(公告)日：2017-09-06
申请号：EP15794408.3
申请日：2015-10-28
发明人： JAYAPALAN, Vijay , YARBROUGH, Greg , SMITH, Eric
IPC分类号： H04L29/06 , G06F9/44 , G06Q30/02 , H04N21/439
CPC分类号： H04M3/2281 , G06Q30/02 , H04L63/1408 , H04L65/1083 , H04L65/80 , H04M3/51 , H04M3/5133 , H04N21/4394
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for sending a forked media stream of an electronic communication between a customer and an agent to an analysis system for a duration. Receiving analysis results obtained from one or more analytics performed on the forked media stream. Then, determining whether to perform one or more operations in response to the analysis results.
摘要翻译： 包括编码在计算机存储介质上的计算机程序的方法，系统和装置，用于在一段时间内将客户和代理之间的电子通信的分叉媒体流发送到分析系统。 接收从分叉媒体流上执行的一个或多个分析获得的分析结果。 然后，响应于分析结果确定是否执行一个或多个操作。
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公开(公告)号：EP3243321B1
公开(公告)日：2020-07-15
申请号：EP15877313.5
申请日：2015-12-07
发明人： YARBROUGH, Greg , SMITH, Eric , JAYAPALAN, Vijay
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公开(公告)号：EP3633965A1
公开(公告)日：2020-04-08
申请号：EP19211672.1
申请日：2015-09-16
发明人： JAYAPALAN, Vijay , YARBROUGH, Greg , SMITH, Eric
IPC分类号： H04M3/51 , G10L21/013 , H04M3/493
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
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公开(公告)号：EP3228071B1
公开(公告)日：2019-11-27
申请号：EP15781176.1
申请日：2015-09-16
发明人： JAYAPALAN, Vijay , YARBROUGH, Greg , SMITH, Eric
IPC分类号： H04M3/51 , G10L21/013 , H04M3/493
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