公开(公告)号：US08855291B2

公开(公告)日：2014-10-07

申请号：US13552428

申请日：2012-07-18

Applicant: Robert Townsend

Inventor： Robert Townsend

IPC: H04M3/00 ,  H04M3/51 ,  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。

公开(公告)号：US08750469B1

公开(公告)日：2014-06-10

申请号：US13922564

申请日：2013-06-20

Applicant: Callwave Communications, LLC

Inventor： Adrian Van Haaften ,  David Giannini ,  Eric Johnson ,  David F. Hofstatter ,  David S. Trandal ,  Robert Duva ,  Robert F. Smith ,  John R. Day

IPC: H04M1/64 ,  H04M3/42 ,  G06F15/16

CPC classification number: H04L29/06027 ,  G06Q30/0267 ,  H04L65/103 ,  H04L65/104 ,  H04L65/4007 ,  H04M3/42153 ,  H04M3/4878 ,  H04M3/493 ,  H04M3/533 ,  H04M3/53383 ,  H04M15/00 ,  H04M15/06 ,  H04M15/08 ,  H04M15/83 ,  H04M15/835 ,  H04M15/8355 ,  H04M15/84 ,  H04M15/85 ,  H04M15/857 ,  H04M2201/12 ,  H04M2203/551

Abstract: Systems and methods are described for processing calls. A call is received at a softswitch or other call processing system from a caller intended for a first subscriber. The first call is associated with signaling information, the signaling information including a phone number associated with the caller. A determination is made as to whether the first subscriber has previously received a call associated with the caller phone number at the softswitch. If the first subscriber has not previously received a call associated with the caller phone number at the softswitch, a first message is played to the caller. An indication that the first message was played to the caller is stored in association with an account record associated with the first subscriber.

Abstract translation: 描述了处理呼叫的系统和方法。 在来自预定用于第一用户的呼叫者的软交换机或其他呼叫处理系统处接收呼叫。 第一呼叫与信令信息相关联，信令信息包括与呼叫者相关联的电话号码。 确定第一订户是否先前已经在软交换机处接收到与呼叫者电话号码相关联的呼叫。 如果第一用户以前没有在软交换机处接收到与呼叫者电话号码相关联的呼叫，则向呼叫者播放第一消息。 与第一用户相关联的帐户记录相关联地存储对呼叫者播放第一消息的指示。

公开(公告)号：US20140149168A1

公开(公告)日：2014-05-29

申请号：US13685666

申请日：2012-11-26

Applicant: Georgiy Shashkov ,  Stanislav Zgardovski ,  Alex Kolomoyskyy

Inventor： Georgiy Shashkov ,  Stanislav Zgardovski ,  Alex Kolomoyskyy

IPC: G06Q10/06

CPC classification number: G06Q30/01 ,  H04M3/5158 ,  H04M2201/12 ,  H04M2201/18

Abstract: A method establishes a formula for average value factor for an outbound campaign having a known number of agents, a known gain for an established call, and a known loss for an abandoned call, wherein the average value factor is a function of dialing pace and the known values. The method assumes a first value for dialing pace and calculates by a computing device having a processor, following the established formula, a first average value factor. Assuming a second value for dialing pace, the method repeats calculation of average value factor by the computing device, and notes direction of change in the calculated average value factor. The method then determines a maximum for the average value factor by successive choices for dialing pace chosen to increase the average value factor, and uses the dialing pace that produces in calculation the maximum average value factor to drive the outbound campaign.

Abstract translation: 一种方法为具有已知数量的代理，已建立的呼叫的已知增益和已丢弃的呼叫的已知损失建立用于具有已知数量的代理的出站活动的平均值因子的公式，其中平均值因子是拨号速度的函数，并且 已知值。 该方法假设用于拨号速度的第一值并且具有处理器的计算设备按照所确定的公式计算第一平均值因子。 假设拨号速度为第二个值，则该方法重复计算设备对平均值因子的计算，并记录计算的平均值因子的变化方向。 然后，该方法通过连续选择为选择的拨号速度确定平均值因子的最大值以增加平均值因子，并且使用计算中产生的拨号速度来驱动出站活动的最大平均值因子。

公开(公告)号：US20140140497A1

公开(公告)日：2014-05-22

申请号：US14077990

申请日：2013-11-12

Applicant: CASTEL COMMUNICATIONS LLC

Inventor： John Ripa ,  Rachid Cheaib

IPC: H04M3/51

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.

Abstract translation: 提供系统和方法，用于实时分析客户和呼叫中心代理之间的对话。 代理可以位于具有显示屏的代理站。 可以接收客户和代理之间的对话的连续音频馈送。 客户说话的每隔一秒，可以实时计算客户情绪分数。 在指定的时间间隔期间，计算出的客户情绪分数等于或超过情感评分阈值的频率可以在对话期间实时计算。 可以将计算出的客户频率实时地与多个指定的频率阈值进行比较。 可以在代理站的显示屏上实时显示对应于由客户计算的频率相等或超过的多个指定频率阈值中的最高的视觉表示。

公开(公告)号：US08670534B2

公开(公告)日：2014-03-11

申请号：US13307225

申请日：2011-11-30

Applicant: Dario R. Abramskiehn ,  John R. Dingler ,  Blaine H. Dolph ,  Kelly E. Songer ,  Matthew B. Trevathan

Inventor： Dario R. Abramskiehn ,  John R. Dingler ,  Blaine H. Dolph ,  Kelly E. Songer ,  Matthew B. Trevathan

IPC: H04M1/56

CPC classification number: H04M3/42051 ,  H04M3/42382 ,  H04M3/436 ,  H04M2201/12 ,  H04M2201/14

Abstract: A solution for initiating a telephonic connection is provided. A calling user can provide data identifying a receiving device and corresponding to a call message. In response to requesting initiation of the telephonic connection, the length of the call message can be determined, and a transmission solution for the call message can be selected based on the length. When the length is sufficiently short, the call message can be included in caller ID information for the telephonic connection. When the length is longer, the call message can be transmitted as a data message and initiation of the telephonic connection can subsequently take place after a delay.

Abstract translation: 提供了一种用于启动电话连接的解决方案。 呼叫用户可以提供识别接收设备并对应于呼叫消息的数据。 响应于请求启动电话连接，可以确定呼叫消息的长度，并且可以基于长度来选择呼叫消息的传输解决方案。 当长度足够短时，呼叫消息可以被包括在用于电话连接的呼叫者ID信息中。 当长度较长时，呼叫消息可以作为数据消息发送，并且电话连接的开始可以在延迟之后发生。

公开(公告)号：US08620278B1

公开(公告)日：2013-12-31

申请号：US13215639

申请日：2011-08-23

Applicant: Siddharth S. Oroskar ,  Anoop K. Goyal ,  Sachin R. Vargantwar ,  Maulik K. Shah

Inventor： Siddharth S. Oroskar ,  Anoop K. Goyal ,  Sachin R. Vargantwar ,  Maulik K. Shah

IPC: H04M11/10

CPC classification number: H04M11/10 ,  H04M3/5335 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2203/559

Abstract: In system and method of prioritizing a voice mail message, a voice mail message is received comprising caller information and chronological information, a voice mail priority is associated with the first voice mail message based on at least one of a matching criteria, a call history criteria, a chronological criteria, a frequency metric, and a missed call value, and a voice mail list is ordered according to the voice mail priority.

Abstract translation: 在对语音邮件消息进行优先级排序的系统和方法中，接收包括呼叫者信息和按时间顺序的信息的语音邮件消息，语音邮件优先级与第一语音邮件消息相关联，基于匹配标准，呼叫历史标准 ，按时间顺序标准，频率度量和未接来电值，并根据语音邮件优先级排序语音邮件列表。

公开(公告)号：US08615225B2

公开(公告)日：2013-12-24

申请号：US13558941

申请日：2012-07-26

Applicant: John G. Musial ,  Sandeep R. Patil ,  Riyazahamad M. Shiraguppi ,  Gandhi Sivakumar ,  Prashant Sodhiya

Inventor： John G. Musial ,  Sandeep R. Patil ,  Riyazahamad M. Shiraguppi ,  Gandhi Sivakumar ,  Prashant Sodhiya

IPC: G06F1/32 ,  G08B21/00

CPC classification number: H04W4/16 ,  G06F11/3062 ,  G06F11/324 ,  G06Q10/1093 ,  H04M1/72566 ,  H04M3/42 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2203/2072 ,  H04W52/0258 ,  H04W52/0261 ,  Y02D70/00

Abstract: Implementing calendar-based power reserve includes identifying a new calendar entry scheduled into a calendar application of a mobile communications device. The new calendar entry specifies a telephone call. Upon determining a priority indicator has been set for the new calendar entry in the calendar application, the calendar-based power reserve also includes directing a power management component of the mobile communications device to reserve an amount of power for the telephone call, and updating a battery power indicator on the mobile communications device to reflect a capacity of a battery of the mobile communications device. The capacity reflects a current amount of available power for the battery minus the amount of power to reserve.

Abstract translation: 实施基于日历的功率储备包括识别被调度到移动通信设备的日历应用中的新的日历条目。 新的日历条目指定电话。 在确定对于日历应用程序中的新日程表条目设置了优先级指示符时，基于日历的动力储备还包括指示移动通信设备的电源管理组件为电话呼叫预留一定数量的电力，并且更新 电池电量指示器，以反映移动通信设备的电池的容量。 该容量反映了电池的当前可用功率量减去预留的功率量。

公开(公告)号：US08577008B2

公开(公告)日：2013-11-05

申请号：US13772740

申请日：2013-02-21

Applicant: Juniper Networks, Inc.

Inventor： Timothy Noel T. ,  Srinivasa DS ,  Siddharth Tuli

IPC: H04M3/42

CPC classification number: H04M3/432 ,  H04M3/42195 ,  H04M2201/12 ,  H04M2201/14

Abstract: A call handling system receives an asynchronous call request, from a call requester, requesting performance of an operation, where the call request includes a delay parameter specified by the call requester. The call handling system performs the requested operation, and sends a callback to the call requester, which includes partial results from performance of the requested operation, at selected intervals determined by the delay parameter.

公开(公告)号：US20130279679A1

公开(公告)日：2013-10-24

申请号：US13917467

申请日：2013-06-13

Applicant: International Business Machines Corporation

Inventor： Charles S. Lingafelt ,  James W. Murray ,  James T. Swantek

IPC: H04M3/56

CPC classification number: H04M3/56 ,  H04L12/1818 ,  H04L12/1822 ,  H04L51/12 ,  H04M3/38 ,  H04M2201/12 ,  H04M2201/18

Abstract: An embodiment of the invention includes a method for detecting fraudulent use in a conference calling system. One or more time duration thresholds are received for a conference call. The conference call is monitored to determine an attendee duration, a participants duration, and/or a conference call duration. The attendee duration represents the call duration of an attendee of the conference call; the participants duration represents the total call duration of all of the attendees combined; and, the conference call duration represents the call duration of the conference call. The time duration thresholds are compared to the attendee duration, participants duration, and/or conference call duration. Actions are performed by a processor if the attendee duration, participants duration, and/or conference call duration exceeds the time duration thresholds.

Abstract translation: 本发明的实施例包括一种用于检测会议呼叫系统中的欺诈性使用的方法。 接收电话会议的一个或多个持续时间阈值。 监视会议呼叫以确定与会者持续时间，参与者持续时间和/或电话会议持续时间。 参加者持续时间表示电话会议的与会者的呼叫持续时间; 参加者持续时间代表所有参加者的总呼叫时间; 会议呼叫持续时间表示电话会议的呼叫持续时间。 将持续时间阈值与参加者持续时间，参与者持续时间和/或电话会议持续时间进行比较。 如果参加者持续时间，参与者持续时间和/或电话会议持续时间超过持续时间阈值，则由处理器执行动作。

公开(公告)号：US08565412B2

公开(公告)日：2013-10-22

申请号：US12490238

申请日：2009-06-23

Applicant: Robin H. Foster ,  Hongguang Li ,  Lynn R. Smith ,  Katherine A. Sobus

Inventor： Robin H. Foster ,  Hongguang Li ,  Lynn R. Smith ,  Katherine A. Sobus

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2203/408 ,  H04M2242/06

Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.

Abstract translation: 公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。 根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在 在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。 呼叫中心系统根据以下原因选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于 代理与代理完成维修通话所需的实际时间相比。