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    METHOD AND APPARATUS OF TRACKING TIME WORKED IN A MULTI-TASKING ENVIRONMENT
    3.
    发明申请
    METHOD AND APPARATUS OF TRACKING TIME WORKED IN A MULTI-TASKING ENVIRONMENT 审中-公开

    公开(公告)号：US20180121837A1

    公开(公告)日：2018-05-03

    申请号：US15854603

    申请日：2017-12-26

    Applicant: KASEYA LIMITED

    Inventor： Mark James Sutherland

    IPC: G06Q10/06 ,  H04M3/51

    CPC classification number: G06Q10/06 ,  H04M3/5175 ,  H04M2201/12

    Abstract: A method and apparatus of maintaining time information for a multi-tasking customer service agent is disclosed. One example method of operation may include maintaining time information allocated to a plurality of tasks. The method may include receiving a first task and starting a first timer at a computing device corresponding to the beginning of work performed on the first task. The method may also include receiving a second task and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task. The method may further include transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory, wherein the data record associates the total time counted by the first timer with a corresponding task, and associates the total time counted by the second timer with a different corresponding task.

    Real-time call center call monitoring and analysis
    5.
    发明授权
    Real-time call center call monitoring and analysis 有权

    公开(公告)号：US09521258B2

    公开(公告)日：2016-12-13

    申请号：US13910531

    申请日：2013-06-05

    Applicant: Castel Communications, LLC

    Inventor： John Ripa ,  Rachid Cheaib

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G10L25/48 ,  H04M3/523 ,  G10L25/63

    CPC classification number: H04M3/5175 ,  G10L25/48 ,  G10L25/63 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/523 ,  H04M2201/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2203/401

    Abstract: Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the customer is speaking, a customer emotion score may be calculated in real-time. A frequency at which calculated customer emotion scores equal or exceed an emotion score threshold during a specified time interval may be calculated in real-time during the conversation. The calculated frequency for the customer may be compared, in real-time, to a plurality of specified frequency thresholds. A visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer may be displayed in real-time on the display screen of the agent station.

    Limiting contact in a networked contact center environment
    6.
    发明授权
    Limiting contact in a networked contact center environment 有权
    在联络中心环境中限制联系人

    公开(公告)号：US09438736B2

    公开(公告)日：2016-09-06

    申请号：US14505989

    申请日：2014-10-03

    Applicant: 8×8, Inc.

    Inventor： Robert Townsend

    IPC: H04M3/51 ,  H04M3/523 ,  H04M3/436

    CPC classification number: H04M3/5175 ,  H04M3/436 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M15/80 ,  H04M15/8027 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18

    Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

    Abstract translation: 本文件讨论了限制与多个租户的主机的联网联络中心的联系。 在示例实施例中，通信由联网的联络中心接收。 在确定是否允许通信到达联络中心资源时，可以检查联系率值。 接触率值可以表示在一段时间间隔内允许的接触量。 对于一些示例实施例，基于接触率值来确定网络联络中心是否接受或拒绝通信。

    METHOD AND SYSTEMS FOR AUTOMATICALLY ASSIGNING VIRTUAL NUMBERS
    7.
    发明申请
    METHOD AND SYSTEMS FOR AUTOMATICALLY ASSIGNING VIRTUAL NUMBERS 有权
    用于自动识别虚拟数字的方法和系统

    公开(公告)号：US20160088162A1

    公开(公告)日：2016-03-24

    申请号：US14491253

    申请日：2014-09-19

    Applicant: Vonage Network LLC

    Inventor： Zenon Carlos

    IPC: H04M7/00 ,  H04M3/42

    CPC classification number: H04M7/0075 ,  H04M3/42102 ,  H04M3/42187 ,  H04M7/0057 ,  H04M7/009 ,  H04M2201/12 ,  H04M2201/18

    Abstract: Methods and systems for automatically assigning virtual numbers are provided herein. In some embodiments, a method for automatically assigning virtual numbers may include receiving, from a first customer device associated with a first identifier, a second identifier associated with a recipient device; establishing a call between the first customer device and the recipient device; assigning a first virtual number associated with the first identifier and the second identifier, wherein the first virtual number is selected to be in a local calling area of the first identifier; and transmitting the first virtual number to the customer for use in making future calls to the recipient device.

    Abstract translation: 本文提供了自动分配虚拟号码的方法和系统。 在一些实施例中，用于自动分配虚拟号码的方法可以包括从与第一标识符相关联的第一客户设备接收与接收者设备相关联的第二标识符; 在所述第一客户设备和所述接收方设备之间建立呼叫; 分配与所述第一标识符和所述第二标识符相关联的第一虚拟号码，其中所述第一虚拟号码被选择在所述第一标识符的本地呼叫区域中; 以及将所述第一虚拟号码发送给所述客户以用于将来呼叫到所述接收方设备。

    Method and system for transferring speech information
    8.
    发明授权
    Method and system for transferring speech information 有权
    传送语音信息的方法和系统

    公开(公告)号：US09232371B2

    公开(公告)日：2016-01-05

    申请号：US14457378

    申请日：2014-08-12

    Applicant: TENCENT TECHNOLOGY (SHENZHEN) COMPANY LIMITED

    Inventor： Bin Zhang ,  Zhenan Guan ,  Xing Liang ,  Yuewei Chen ,  Lejun Liu

    IPC: H04L12/58 ,  H04W4/12 ,  H04M7/00 ,  G10L25/51 ,  H04M1/725 ,  H04M3/533 ,  H04W4/16

    CPC classification number: H04W4/12 ,  G10L25/51 ,  H04L51/10 ,  H04M1/7255 ,  H04M3/533 ,  H04M7/006 ,  H04M2201/12 ,  H04M2201/18 ,  H04W4/16

    Abstract: It relates to computer communication technology. A method and system for transmitting voice messages are disclosed. The method includes: voice data collected by the first intercom terminal are received; whether the size of the voice data collected reaches a predefined threshold are circularly detected; and when the size of the voice data collected reaches the predefined threshold, or when the voice data collected doesn't reach the predefined size but contains a voice message terminator, the voice data collected are upload to the transit server via a predefined network, to realize asynchronization between voice data collection and uploading. Thus the problem of the prolongation of the intercom data transmission time associated with existing processes is solved by such an effective intercom data transmission method. In this method, the collection and uploading of the voice data can be done asynchronously, thus the delay of intercom can be reduced and the experience of the users of intercom terminal can be improved.

    Abstract translation: 它涉及计算机通信技术。 公开了一种用于发送语音消息的方法和系统。 该方法包括：接收由第一对讲终端收集的语音数据; 循环检测收集的语音数据的大小是否达到预定义的阈值; 并且当收集到的语音数据的大小达到预定义的阈值时，或者当所收集的语音数据未达到预定义大小但包含语音消息终止符时，所收集的语音数据经由预定义的网络被上传到中转服务器，到 实现语音数据收集和上传之间的异步。 因此，通过这种有效的对讲数据传输方法来解​​决与现有处理相关联的对讲数据传输时间的延长的问题。 在这种方法中，语音数据的收集和上传可以异步进行，可以减少对讲机的延迟，提高对讲终端用户的体验。

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