公开(公告)号：US20060140375A1

公开(公告)日：2006-06-29

申请号：US11025617

申请日：2004-12-29

申请人： Jonathan Paden ,  Bobby Sams ,  Paul Dent ,  Scott Newman ,  Jon Harris ,  Stanford Pennington

发明人： Jonathan Paden ,  Bobby Sams ,  Paul Dent ,  Scott Newman ,  Jon Harris ,  Stanford Pennington

IPC分类号： H04M3/42

CPC分类号： H04M3/50 ,  H04M3/304 ,  H04M3/42059 ,  H04M3/487 ,  H04M2203/2016

摘要： An automated IVR apparatus for notifying entities of costumer-specific information. An automated IVR application that enables subscribers to check the status of their DSL line and to report problems in real time. A “Service Restoration Callback” application enables a service provider to automatically contact a customer via telephone when service is restored after an outage. The customer can configure parameters concerning the received callback. An outage detection module checks all available systems for the status of a customer's service on a real-time, customer-by-customer, call-for-call basis.

摘要翻译： 一种用于向实体通知客户特定信息的自动化IVR设备。 一种自动IVR应用程序，使用户能够检查DSL线路的状态并实时报告问题。 “服务恢复回拨”应用程序使服务提供商能够在停电后恢复服务时通过电话自动联系客户。 客户可以配置有关接收回调的参数。 中断检测模块可以实时，逐个客户，呼叫方式检查所有可用系统的客户服务状态。

公开(公告)号：US20060109974A1

公开(公告)日：2006-05-25

申请号：US10996127

申请日：2004-11-23

申请人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

发明人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/42

CPC分类号： H04M3/51 ,  H04M3/5166 ,  H04M3/5237 ,  H04M3/58

摘要： In a method and system for transferring an inbound call received by a first agent, input information describing agent authentication and call destination is received from the first agent. The first agent is directed to conference in the inbound call in response to receiving the input information. A first sequence of tone signals is generated in response to the conference. After placing the inbound call on hold, a ‘wait for digits’ signal identifying a carrier servicing the inbound call is detected. A carrier dependent transfer sequence is selected for transferring the inbound call from the first agent to a second agent preferably without the inbound call being hair pinned through the first agent.

摘要翻译： 在用于传送由第一代理接收到的入站呼叫的方法和系统中，从第一代理接收描述代理认证和呼叫目的地的输入信息。 响应于接收输入信息，第一代理被引导到入站呼叫中的会议。 响应于会议产生第一音调信号序列。 在将入局呼叫置于保持状态之后，检测到识别为入站呼叫提供服务的载波的“等待数字”信号。 选择与载体相关的传输序列，用于将入站呼叫从第一代理传送到第二代理，优选地，不将入站呼叫通过第一代理头发固定。

公开(公告)号：US07624278B2

公开(公告)日：2009-11-24

申请号：US10937959

申请日：2004-09-10

申请人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

发明人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

IPC分类号： G06F21/00 ,  G06F7/04 ,  G06F13/00 ,  H04M3/38 ,  H04M3/53 ,  G06F1/00

CPC分类号： H04M3/382 ,  H04M3/493

摘要： A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

摘要翻译： 使用交互式语音响应系统（IVR）重置访问帐户密码的方法可以包括IVR接收用户重置密码的请求的步骤。 帐户识别数据可以获取。 获取的数据可以与存储在至少一个分区系统中的帐户信息相匹配。 匹配可以标识至少一个用户请求适用的访问帐户。 IVR还可以接收帐户验证数据，并将该数据与存储在与所识别的访问帐户相关联的分区系统中的数据进行比较。 根据比较结果，IVR可以重置存储在分区系统中的密码。 IVR可以配置为重置几个分区系统的密码。

公开(公告)号：US08660256B2

公开(公告)日：2014-02-25

申请号：US13327869

申请日：2011-12-16

申请人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

IPC分类号： H04M3/00

CPC分类号： H04M3/5234 ,  H04M3/5237

摘要： A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.

摘要翻译： 一种方法包括在负载平衡IVR系统处接收来自主交互式语音应答（IVR）系统的呼叫。 主IVR系统将路由逻辑的第一百分比呼叫路由到负载平衡IVR系统的第二百分比呼叫。 基于与多个电话系统的呼叫中心站点相关联的代理可用性数据，从多个电话系统中选择电话系统。 该方法包括将呼叫路由到路由逻辑的路由协议组件，其中路由协议组件将呼叫路由到所选择的电话系统的呼叫中心。

公开(公告)号：US07978835B2

公开(公告)日：2011-07-12

申请号：US11025617

申请日：2004-12-29

申请人： Jonathan Paden ,  Bobby Sams ,  Paul L. Dent ,  Scott Andrew Newman ,  Jon Harris ,  Stanford E. Pennington, Jr.

发明人： Jonathan Paden ,  Bobby Sams ,  Paul L. Dent ,  Scott Andrew Newman ,  Jon Harris ,  Stanford E. Pennington, Jr.

IPC分类号： H04M3/42

CPC分类号： H04M3/50 ,  H04M3/304 ,  H04M3/42059 ,  H04M3/487 ,  H04M2203/2016

摘要： An automated IVR apparatus for notifying entities of customer-specific information. An automated IVR application that enables subscribers to check the status of their DSL line and to report problems in real time. A “Service Restoration Callback” application enables a service provider to automatically contact a customer via telephone when service is restored after an outage. The customer can configure parameters concerning the received callback. An outage detection module checks all available systems for the status of a customer's service on a real-time, customer-by-customer, call-for-call basis.

摘要翻译： 一种用于通知实体客户特定信息的自动化IVR设备。 一种自动IVR应用程序，使用户能够检查DSL线路的状态并实时报告问题。 “服务恢复回拨”应用程序使服务提供商能够在停电后恢复服务时通过电话自动联系客户。 客户可以配置有关接收回调的参数。 中断检测模块可以实时，逐个客户，呼叫方式检查所有可用系统的客户服务状态。

公开(公告)号：US20060165057A1

公开(公告)日：2006-07-27

申请号：US10980994

申请日：2004-11-04

申请人： Jonathan Paden ,  Bobby Sams ,  Dennis Collins ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Dennis Collins ,  Jon Harris

IPC分类号： H04L12/66

CPC分类号： H04M7/122 ,  H04M3/493

摘要： A method for an automated voice response system to present access numbers status information to dial-up Internet users. The automated voice response system can perform the step of establishing a telephony communication with a party responsive to a received telephone call from the party. An access number can be received from the party. At least one data store can be queried for entries associated the access number. Responsive to this query, a current status for the access number can be determined. An indication of the status can be presented to the party across the telephone communication.

摘要翻译： 一种用于向拨号上网用户提供接入号码状态信息的自动语音应答系统的方法。 自动语音响应系统可以执行与响应于从该方接收到的电话呼叫的一方建立电话通信的步骤。 可以从派对接收访问号码。 可以查询与访问号码相关联的条目至少一个数据存储。 响应于该查询，可以确定访问号码的当前状态。 可以通过电话沟通向派对提供状态的指示。

公开(公告)号：US20070165830A1

公开(公告)日：2007-07-19

申请号：US11705482

申请日：2007-02-12

申请人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5234 ,  H04M3/5237

摘要： A system and method for dynamic load balancing between telephony systems are provided. The system includes an input to receive a call from a primary interactive voice response (IVR) system. The system also includes an IVR unit responsive to the call to receive input from a caller. The system also includes logic to select a telephony system from among a plurality of telephony systems based on the input from the caller and based on agent availability data of the plurality of telephony systems. The system further includes at least one output to send the received call for allocation to a call center site of the selected telephony system based on a routing protocol associated with the selected telephony system.

摘要翻译： 提供了一种用于电话系统之间的动态负载平衡的系统和方法。 该系统包括用于从主交互式语音响应（IVR）系统接收呼叫的输入。 该系统还包括响应于来自呼叫者接收输入的呼叫的IVR单元。 该系统还包括基于来自呼叫者的输入并基于多个电话系统中的代理可用性数据从多个电话系统中选择电话系统的逻辑。 该系统还包括至少一个输出，用于基于与所选择的电话系统相关联的路由协议，将接收到的呼叫分配发送到所选择的电话系统的呼叫中心站点。

公开(公告)号：US20060072737A1

公开(公告)日：2006-04-06

申请号：US10958632

申请日：2004-10-05

申请人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

IPC分类号： H04M7/00

CPC分类号： H04M3/5234 ,  H04M3/5237

摘要： An allocation component allocates its received calls among a plurality of telephony systems including a first telephony system and a second telephony system. A first routing protocol (RP) component distributes those of the calls allocated to the first telephony system among a first plurality of call center sites. A second RP component distributes those of the calls allocated to the second telephony system among a second plurality of call center sites. A load-balancing Interactive Voice Response (IVR) system dynamically distributes its received calls between the plurality of telephony systems based on agent availability data associated with the first and second plurality of call center sites and the second plurality of call center sites. A primary IVR receives a plurality of calls and routes a first percentage thereof to the allocation component and a second percentage thereof to the load-balancing IVR system.

摘要翻译： 分配组件在包括第一电话系统和第二电话系统的多个电话系统中分配其接收的呼叫。 第一路由协议（RP）组件将分配给第一电话系统的呼叫的那些分配到第一组呼叫中心站点中。 第二RP组件将分配给第二电话系统的呼叫的那些分配到第二组呼叫中心站点中。 基于与第一和第二多个呼叫中心站点和第二多个呼叫中心站点相关联的代理可用性数据，负载平衡交互式语音响应（IVR）系统在多个电话系统之间动态地分配其接收到的呼叫。 主IVR接收多个呼叫并将其第一百分比路由到分配组件，其第二百分比路由到负载均衡IVR系统。

公开(公告)号：US20060059361A1

公开(公告)日：2006-03-16

申请号：US10937959

申请日：2004-09-10

申请人： Jonathan Paden ,  Bobby Sams ,  Kurt Joseph ,  Jon Harris ,  Antonio Green

发明人： Jonathan Paden ,  Bobby Sams ,  Kurt Joseph ,  Jon Harris ,  Antonio Green

IPC分类号： H04K1/00

CPC分类号： H04M3/382 ,  H04M3/493

摘要： A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

公开(公告)号：US20120093302A1

公开(公告)日：2012-04-19

申请号：US13327869

申请日：2011-12-16

申请人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

IPC分类号： H04M1/64

CPC分类号： H04M3/5234 ,  H04M3/5237

摘要： A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.

摘要翻译： 一种方法包括在负载平衡IVR系统处接收来自主交互式语音应答（IVR）系统的呼叫。 主IVR系统将路由逻辑的第一百分比呼叫路由到负载平衡IVR系统的第二百分比呼叫。 基于与多个电话系统的呼叫中心站点相关联的代理可用性数据，从多个电话系统中选择电话系统。 该方法包括将呼叫路由到路由逻辑的路由协议组件，其中路由协议组件将呼叫路由到所选择的电话系统的呼叫中心。