公开(公告)号：US09916128B2

公开(公告)日：2018-03-13

申请号：US14584562

申请日：2014-12-29

Applicant: Verizon Patent and Licensing Inc.

Inventor： Brian S. Badger ,  David E. Phelps

IPC: H04M3/51 ,  G06F3/16 ,  G06F17/22 ,  H04M7/00

CPC classification number: G06F3/167 ,  G06F17/2247 ,  H04M3/5166 ,  H04M3/5191 ,  H04M7/0012

Abstract: A computer system may include logic configured to enable voice-enabled web pages. The logic may be configured to receive a request for a web page that includes Hypertext Markup Language (HTML) content and voice browser content from an HTML browser running on a user device; generate a co-browsing session identifier based on the received request; provide a response to the HTML browser, wherein the response includes the HTML content, the generated co-browsing session identifier, and an instruction to establish a Web Real-Time Communication (WebRTC) connection with an interactive voice response (IVR) system associated with the voice browser content; receive an indication from the IVR system that the WebRTC connection has been established for the co-browsing session identifier; and provide the voice browser content to a voice browser in the IVR system, in response to receiving the indication that the WebRTC connections has been established for the co-browsing session identifier.

公开(公告)号：US20150113409A1

公开(公告)日：2015-04-23

申请号：US14584562

申请日：2014-12-29

Applicant: VERIZON PATENT AND LICENSING INC.

Inventor： Brian S. Badger ,  David E. Phelps

IPC: G06F3/16 ,  G06F17/22

CPC classification number: G06F3/167 ,  G06F17/2247 ,  H04M3/5166 ,  H04M3/5191 ,  H04M7/0012

Abstract: A computer system may include logic configured to enable voice-enabled web pages. The logic may be configured to receive a request for a web page that includes Hypertext Markup Language (HTML) content and voice browser content from an HTML browser running on a user device; generate a co-browsing session identifier based on the received request; provide a response to the HTML browser, wherein the response includes the HTML content, the generated co-browsing session identifier, and an instruction to establish a Web Real-Time Communication (WebRTC) connection with an interactive voice response (IVR) system associated with the voice browser content; receive an indication from the IVR system that the WebRTC connection has been established for the co-browsing session identifier; and provide the voice browser content to a voice browser in the IVR system, in response to receiving the indication that the WebRTC connections has been established for the co-browsing session identifier.

Abstract translation: 计算机系统可以包括被配置为启用启用语音的网页的逻辑。 逻辑可以被配置为从在用户设备上运行的HTML浏览器接收对包括超文本标记语言（HTML）内容和语音浏览器内容的网页的请求; 基于接收到的请求生成共同浏览会话标识符; 向HTML浏览器提供响应，其中所述响应包括所述HTML内容，所生成的共同浏览会话标识符以及用于与与所述HTML浏览器相关联的交互式语音响应（IVR）系统建立Web实时通信（WebRTC）连接的指令 语音浏览器内容; 从IVR系统接收针对共同浏览会话标识符建立了WebRTC连接的指示; 并且响应于接收到针对共同浏览会话标识符建立了WebRTC连接的指示，将语音浏览器内容提供给IVR系统中的语音浏览器。

公开(公告)号：US09712674B2

公开(公告)日：2017-07-18

申请号：US14731580

申请日：2015-06-05

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger ,  Gregory J. Bjornberg ,  Steven W. Statham

IPC: H04M3/51 ,  H04L5/14 ,  H04M3/523 ,  H04M7/12

CPC classification number: H04M3/5166 ,  H04L5/14 ,  H04M3/523 ,  H04M7/128 ,  H04M2203/609

Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.

公开(公告)号：US20160360038A1

公开(公告)日：2016-12-08

申请号：US14731580

申请日：2015-06-05

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger ,  Gregory J. Bjornberg ,  Steven W. Statham

IPC: H04M3/51 ,  H04M3/56 ,  H04M7/12 ,  H04L5/14

CPC classification number: H04M3/5166 ,  H04L5/14 ,  H04M3/523 ,  H04M7/128 ,  H04M2203/609

Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.

Abstract translation: 服务提供商网络中的网络设备从呼叫者接收到与客户相关联的电话号码的来电。 网络设备向呼叫应用对应于客户的交互式语音响应（IVR）脚本，并确定呼叫者想要与代理人通话。 网络设备在网络设备和客户的自动呼叫分配器（ACD）之间建立安全的双工通信信道。 安全双工通信信道专用于管理来电。 网络设备通过安全双工通信信道向ACD通知呼叫所需的代理，并且经由安全双工通信信道接收来自ACD的指令来管理来话呼叫。

公开(公告)号：US10055742B2

公开(公告)日：2018-08-21

申请号：US13894832

申请日：2013-05-15

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger

IPC: G06Q10/10 ,  G06Q30/00

CPC classification number: G06Q30/016

Abstract: A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.

公开(公告)号：US09276969B2

公开(公告)日：2016-03-01

申请号：US14163807

申请日：2014-01-24

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Matthew A. Nickols ,  Tim D. Paiement ,  Peter E. Hanson

IPC: G06F15/16 ,  H04L29/06

CPC classification number: H04L65/1069 ,  H04L65/1006 ,  H04L69/28

Abstract: A system and method for providing a setup timer in a SIP-based network including initiating a session by transmitting one or more messages to a first user. The system and method also comprises starting a first timer upon transmitting the one or more messages, wherein the first timer is configured to expire after a first predetermined time period. The system and method further comprises starting a second timer upon transmitting the one or more messages, wherein the second timer is configured to expire after a second predetermined time period. The system and method furthermore comprises transmitting one or more instructions upon expiration of at least one of the first timer and the second timer, and taking one or more actions based at least in part on the one or more instructions.

Abstract translation: 一种用于在基于SIP的网络中提供建立定时器的系统和方法，包括通过向第一用户发送一个或多个消息来发起会话。 该系统和方法还包括在发送一个或多个消息时启动第一定时器，其中第一定时器被配置为在第一预定时间段之后到期。 所述系统和方法还包括：在发送所述一个或多个消息时启动第二定时器，其中所述第二定时器被配置为在第二预定时间段之后期满。 该系统和方法还包括在至少一个第一定时器和第二定时器到期时发送一个或多个指令，以及至少部分地基于一个或多个指令进行一个或多个动作。

公开(公告)号：US09247060B2

公开(公告)日：2016-01-26

申请号：US13894844

申请日：2013-05-15

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger

IPC: H04M3/00 ,  H04M3/51 ,  H04M7/00

CPC classification number: H04M3/5191 ,  H04M7/0012

Abstract: A system may include a contact center services system configured to receive a Web Real-Time Communication (WebRTC) call from a WebRTC caller device, and a WebRTC device configured to provide, to a customer web server, a control action application programming interface used to perform control actions for WebRTC calls in the contact center services system. The WebRTC device may be configured to receive an instruction to perform a control action for a WebRTC call from the customer web server via a WebRTC access server and forward the instruction to the contact center services system. The contact center services system may be configured to retrieve a Uniform Resource Identifier (URI) from the received instruction, identify that the WebRTC call is associated with the control action based on the retrieved URI, and execute the control action on the identified WebRTC call based on the instruction.

Abstract translation: 系统可以包括被配置为从WebRTC呼叫者设备接收Web实时通信（WebRTC）呼叫的联络中心服务系统，以及被配置为向客户web服务器提供控制动作应用程序编程接口的WebRTC设备， 在联络中心服务系统中执行WebRTC呼叫的控制措施。 WebRTC设备可以被配置为经由WebRTC访问服务器接收从客户web服务器执行WebRTC呼叫的控制动作的指令，并将该指令转发到联络中心服务系统。 联络中心服务系统可以被配置为从接收到的指令中检索统一资源标识符（URI），基于检索到的URI来识别WebRTC呼叫与控制动作相关联，并且基于所识别的WebRTC呼叫执行控制动作 在指示上

公开(公告)号：US20140344169A1

公开(公告)日：2014-11-20

申请号：US13894832

申请日：2013-05-15

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.

Abstract translation: 系统可以包括被配置为将Web实时通信（WebRTC）呼叫连接到第一联络中心代理的联络中心服务系统和被配置为向第一联络中心代理提供第一接口的服务器设备; 经由第一接口从第一联络中心代理接收转移请求; 并且响应于接收到所述转移请求，向所述联络中心服务系统发送指令以将所述WebRTC呼叫转移到第二联络中心代理。 联络中心服务系统可以基于接收到的指令将WebRTC呼叫与第二联络中心代理连接，并且可以向服务器设备提供与第二联络中心代理的连接的指示。 响应于接收到该指示，服务器设备可以向第二联络中心代理提供第二代理接口。

公开(公告)号：US20140341366A1

公开(公告)日：2014-11-20

申请号：US13894844

申请日：2013-05-15

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M7/0012

Abstract: A system may include a contact center services system configured to receive a Web Real-Time Communication (WebRTC) call from a WebRTC caller device, and a WebRTC device configured to provide, to a customer web server, a control action application programming interface used to perform control actions for WebRTC calls in the contact center services system. The WebRTC device may be configured to receive an instruction to perform a control action for a WebRTC call from the customer web server via a WebRTC access server and forward the instruction to the contact center services system. The contact center services system may be configured to retrieve a Uniform Resource Identifier (URI) from the received instruction, identify that the WebRTC call is associated with the control action based on the retrieved URI, and execute the control action on the identified WebRTC call based on the instruction.

Abstract translation: 系统可以包括被配置为从WebRTC呼叫者设备接收Web实时通信（WebRTC）呼叫的联络中心服务系统，以及被配置为向客户web服务器提供控制动作应用程序编程接口的WebRTC设备， 在联络中心服务系统中执行WebRTC呼叫的控制措施。 WebRTC设备可以被配置为经由WebRTC访问服务器接收从客户web服务器执行WebRTC呼叫的控制动作的指令，并将该指令转发到联络中心服务系统。 联络中心服务系统可以被配置为从接收到的指令中检索统一资源标识符（URI），基于检索到的URI来识别WebRTC呼叫与控制动作相关联，并且基于所识别的WebRTC呼叫执行控制动作 在指示上

公开(公告)号：US08861692B1

公开(公告)日：2014-10-14

申请号：US13894789

申请日：2013-05-15

Applicant: Verizon Patent and Licensing Inc.

Inventor： David E. Phelps ,  Brian S. Badger

IPC: H04M15/00 ,  H04M5/00 ,  H04M3/00 ,  G06F9/00 ,  G06F15/16 ,  G06F17/00 ,  H04M3/523

CPC classification number: H04M15/39 ,  H04M3/523 ,  H04M7/006 ,  H04M15/08 ,  H04M15/43

Abstract: A system may include a Web Real-Time Communication (WebRTC) backend server configured to receive a request for a Uniform Resource Identifier (URI) for a WebRTC call session requested by a browser application and generate the URI for the WebRTC call session; and a validation proxy configured to receive the URI from a WebRTC gateway and validate the URI with the WebRTC backend server. The WebRTC backend server may be receive a request to validate the URI from the validation proxy, determine whether the URI corresponds to a valid URI, and send a validation message to the validation proxy, if the received URI is valid. The validation proxy may generate a Session Initiation Protocol (SIP) message based on the received validation message and send the generated SIP message to a contact center services system to initiate a real-time call between the contact center services system and the browser application.

Abstract translation: 系统可以包括Web实时通信（WebRTC）后端服务器，其被配置为接收对由浏览器应用程序请求的WebRTC呼叫会话的统一资源标识符（URI）的请求，并生成用于WebRTC呼叫会话的URI; 以及验证代理，配置为从WebRTC网关接收URI，并使用WebRTC后端服务器验证URI。 WebRTC后端服务器可以从验证代理接收到验证URI的请求，确定URI是否对应于有效的URI，并且如果接收的URI有效，则向验证代理发送验证消息。 验证代理可以基于接收到的验证消息生成会话发起协议（SIP）消息，并将生成的SIP消息发送到联络中心服务系统，以发起联络中心服务系统和浏览器应用之间的实时呼叫。