公开(公告)号：US20090238357A1

公开(公告)日：2009-09-24

申请号：US12367685

申请日：2009-02-09

Applicant: Faith McGary ,  Xavier Riley ,  Michael Bates ,  Scott DeNardo

Inventor： Faith McGary ,  Xavier Riley ,  Michael Bates ,  Scott DeNardo

IPC: H04M3/42

CPC classification number: H04M3/4931 ,  H04M2201/10 ,  H04M2201/18 ,  H04M2201/36

Abstract: A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester. A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry. An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.

Abstract translation: 目录辅助系统包括：请求处理模块，用于从请求者接收多个传入目录辅助请求;以及代理平台，用于通过向请求者提供至少一个列表来处理目录协助请求。 记录数据库存储与第一请求相关的记录，并且包括第一标识符，时间和列表条目。 传入请求跟踪模块通过查看与目录协助请求相关联的第二标识符来跟踪第二传入目录辅助请求，将第二标识符与记录中的第一标识符进行比较，以及如果记录具有来自请求的第二标识符匹配的第一标识符 然后，在将第二请求发送到代理平台之前，提供自动将所存储的列表条目从记录提供给请求者。

公开(公告)号：US07574000B2

公开(公告)日：2009-08-11

申请号：US11565943

申请日：2006-12-01

Applicant: Christopher Douglas Blair

Inventor： Christopher Douglas Blair

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/51 ,  H04M3/42221 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/1058

Abstract: Methods are provided, a representative one of which involves: recording information associated with a communication; providing a graphical user interface, the graphical user interface being configured such that, responsive to a user input designating a portion of the communication, information recorded and corresponding to that portion of the communication is presented to the user; and displaying, via the graphical user interface, graphical indications of events occurring during the communication.

Abstract translation: 提供了方法，代表性的方法涉及：记录与通信相关联的信息; 提供图形用户界面，所述图形用户界面被配置为使得响应于指定所述通信的一部分的用户输入，向所述用户呈现记录并对应于所述通信的所述部分的信息; 以及经由图形用户界面显示在通信期间发生的事件的图形指示。

公开(公告)号：US20090190748A1

公开(公告)日：2009-07-30

申请号：US12331201

申请日：2008-12-09

Applicant: Zia Chishti ,  S. James P. Spottiswoode ,  Chris W. Jones

Inventor： Zia Chishti ,  S. James P. Spottiswoode ,  Chris W. Jones

IPC: H04M3/00

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

公开(公告)号：US20090190743A1

公开(公告)日：2009-07-30

申请号：US12331161

申请日：2008-12-09

Applicant: S. James P. SPOTTISWOODE

Inventor： S. James P. SPOTTISWOODE

IPC: H04M3/00

CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center. Exemplary methods and systems include using one of a plurality of different methods or computer models for matching callers to agents, the method or model selected based on a type of phone or phone number associated with a caller (e.g., residential, business, or mobile). The models may include queue routing, performance based matching, adaptive pattern matching algorithms, or the like. In one example, similar adaptive models may be used for two or more different types of phones, but trained differently, e.g., based on data and outcomes for the particular type of phone. Different models for routing callers to agents may perform differently for different types of phones. Further, training correlation or adaptive pattern matching algorithms based on different types of phones may improve performance compared to a single algorithm for all types of phones.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的系统和方法。 示例性方法和系统包括使用多个不同方法或计算机模型中的一个来匹配代理人的呼叫者，基于与呼叫者（例如，住宅，商业或移动）相关联的电话或电话号码的类型选择的方法或模型， 。 模型可以包括队列路由，基于性能的匹配，自适应模式匹配算法等。 在一个示例中，类似的自适应模型可以用于两个或多个不同类型的电话，但是训练不同，例如基于特定类型的电话的数据和结果。 用于将呼叫者路由到代理的不同模型对于不同类型的电话可以不同地执行。 此外，与针对所有类型的电话的单个算法相比，基于不同类型的电话的训练相关性或自适应模式匹配算法可以提高性能。

公开(公告)号：US20090157698A1

公开(公告)日：2009-06-18

申请号：US12348700

申请日：2009-01-05

Applicant: Lunjian MU ,  Jue WANG

Inventor： Lunjian MU ,  Jue WANG

IPC: G06F17/30 ,  G06F15/16

CPC classification number: H04L51/066 ,  H04L12/1831 ,  H04L51/04 ,  H04M3/42382 ,  H04M3/493 ,  H04M7/006 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/4536 ,  Y10S707/99931 ,  Y10S707/99933 ,  Y10S707/99934

Abstract: A method for searching across instant message systems and an interconnecting server are disclosed in the present invention. The method includes: searching in a SIMPLE IM system by a WV-IMPS user, and searching in a WV-IMPS system by a SIMPLE IM user. The interconnecting server includes a message input/output module and a message processing and converting module. The technical solution of the present invention seamlessly connects the search services of the WV-IMPS instant message system and the SIMPLE instant message system, and thus solves the problem on interconnecting search functions between different types of instant message systems.

Abstract translation: 在本发明中公开了一种用于在即时消息系统和互连服务器之间进行搜索的方法。 该方法包括：通过WV-IMPS用户在SIMPLE IM系统中进行搜索，并通过SIMPLE IM用户在WV-IMPS系统中进行搜索。 互连服务器包括消息输入/输出模块和消息处理和转换模块。 本发明的技术方案无缝连接WV-IMPS即时消息系统和SIMPLE即时消息系统的搜索服务，从而解决了在不同类型的即时消息系统之间互连搜索功能的问题。

公开(公告)号：US20090141872A1

公开(公告)日：2009-06-04

申请号：US12323561

申请日：2008-11-26

Applicant: Wei Li ,  Ya Bo Li ,  Wei Xiong Shang ,  Zhe Xiang ,  Yi Xin Zhao

Inventor： Wei Li ,  Ya Bo Li ,  Wei Xiong Shang ,  Zhe Xiang ,  Yi Xin Zhao

IPC: H04M1/64

CPC classification number: H04M3/493 ,  H04M2201/36

Abstract: A method and apparatus for resuming a session between a client device and an IVR system in customer service. The method includes the following steps: reestablishing the session in customer service; determining whether there is status information of an abnormally terminated session corresponding to the reestablished session in customer service; retrieving the status information of the abnormally terminated session in customer service; and resuming the session between the client device and the IVR system in customer service according to the retrieved status information.

Abstract translation: 一种用于在客户服务中恢复客户端设备和IVR系统之间的会话的方法和装置。 该方法包括以下步骤：重新建立客户服务中的会话; 确定在客户服务中是否存在与重新建立的会话相对应的异常终止的会话的状态信息; 检索客户服务中异常终止会话的状态信息; 并根据检索到的状态信息在客户端服务中恢复客户端设备与IVR系统之间的会话。

公开(公告)号：US20090103701A1

公开(公告)日：2009-04-23

申请号：US11874162

申请日：2007-10-17

Applicant: Sachin Garg ,  Navjot Singh

Inventor： Sachin Garg ,  Navjot Singh

IPC: H04M3/436

CPC classification number: H04M3/436 ,  H04M3/42059 ,  H04M2201/10 ,  H04M2201/36

Abstract: A method is disclosed that enables the screening of unwanted telephone calls, such as voice or video calls, for one or more called parties. In accordance with the illustrative embodiment of the present invention, an anti-SPAM system receives signaling information for one or more telephone calls made to one or more called parties by a calling party. Although the calling party can be a human caller, in a SPAM-over-Internet-Telephony context the calling party can alternatively be a server or other network element that originates SPAM voice calls for advertising purposes; both possibilities are accounted for in the illustrative embodiment. The anti-SPAM system then observes the behavior of the called party or parties that is exhibited in response to receiving the telephone calls. Based on the observed behavior, the anti-SPAM system then updates one or more rules for handling future telephone calls made to the protected called parties.

Abstract translation: 公开了一种能够对一个或多个被叫方筛选不需要的电话呼叫（例如语音或视频呼叫）的方法。 根据本发明的说明性实施例，反SPAM系统接收由主叫方对一个或多个被叫方进行的一个或多个电话呼叫的信令信息。 虽然呼叫方可以是人类呼叫者，但是在因特网上的电话上下文中，呼叫方可以替代地是发起用于广告目的的SPAM语音呼叫的服务器或其他网络元件; 在说明性实施例中考虑了两种可能性。 反垃圾邮件系统然后观察响应于接收电话而展示的被叫方或行为者的行为。 基于观察到的行为，反垃圾邮件系统然后更新一个或多个规则，以处理对受保护的被叫方的未来电话呼叫。

公开(公告)号：US20080198982A1

公开(公告)日：2008-08-21

申请号：US11675474

申请日：2007-02-15

Applicant: Yasmary Hernandez ,  Nathan Shlomo Marz ,  Michael A. Paolini ,  Lee Parnell Thompson

Inventor： Yasmary Hernandez ,  Nathan Shlomo Marz ,  Michael A. Paolini ,  Lee Parnell Thompson

IPC: H04M1/64

CPC classification number: H04M1/57 ,  H04M1/642 ,  H04M3/42059 ,  H04M3/436 ,  H04M3/527 ,  H04M3/533 ,  H04M2201/10 ,  H04M2201/36 ,  H04M2250/60

Abstract: A system for automatically selecting an outgoing message for an incoming call. In response to receiving an incoming call, a calling party is identified. The identified calling party is compared against call log data to determine that the identified calling party has previously heard a first outgoing message. In response to determining that the identified calling party has not previously heard the first outgoing message, the first outgoing message is played as a selected outgoing message for the incoming call. In response to determining that the identified calling party has previously heard the first outgoing message, a second outgoing message is played as the selected outgoing message for the incoming call. Then, the call log data is updated to identify the selected outgoing message played for the incoming call.

Abstract translation: 用于自动选择呼入呼叫的外发消息的系统。 响应于接收到来电，识别呼叫方。 将所识别的主叫方与呼叫记录数据进行比较，以确定所识别的主叫方先前已经听到了第一个传出消息。 响应于确定所识别的主叫方以前没有听到第一传出消息，第一传出消息被播放为用于呼入呼叫的选择的传出消息。 响应于确定所标识的主叫方先前已经听到第一个传出消息，第二个传出消息被播放为用于呼入呼叫的所选择的传出消息。 然后，呼叫记录数据被更新以识别为呼入呼叫播放的选择的传出消息。

公开(公告)号：US20080130843A1

公开(公告)日：2008-06-05

申请号：US12024761

申请日：2008-02-01

Applicant: Yasushi UESHIMA

Inventor： Yasushi UESHIMA

IPC: H04M1/64 ,  H04M15/00

CPC classification number: H04M3/44 ,  G06Q30/02 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/46 ,  H04M2201/14 ,  H04M2201/36 ,  H04Q3/76

Abstract: A server system includes a database having an identification number and a contact destination number as associated information; a storage device for containing the database; a call-accepting unit for accepting a call designating an advertised telephone number from a user's telephone as well as for extracting the identification number therefrom; a contact destination-extracting unit for extracting the contact destination number associated with the identification number from the database; and a connection-processing unit for connecting the call from a user's telephone to the telephone of an advertiser corresponding to the contact destination number according to the extracted contact destination number.

Abstract translation: 服务器系统包括具有标识号和接触目的地号作为关联信息的数据库; 用于存储数据库的存储设备; 呼叫接收单元，用于从用户的电话接受指定广告电话号码的呼叫以及从其中提取识别号码; 联系人目的地提取单元，用于从数据库中提取与识别号码相关联的联系人目的地号码; 以及连接处理单元，用于根据所提取的联系人目的地号码将来自用户电话的呼叫连接到与所述联系人目的地号码相对应的广告商的电话。

公开(公告)号：US20070263593A1

公开(公告)日：2007-11-15

申请号：US11462316

申请日：2006-08-03

Applicant: Brian Galvin

Inventor： Brian Galvin

IPC: H04L12/28

CPC classification number: H04M3/2218 ,  H04L41/046 ,  H04L43/045 ,  H04L43/0811 ,  H04M3/2281 ,  H04M3/36 ,  H04M7/123 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

Abstract: A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.

Abstract translation: 用于根据在系统的路由点和端点产生的数据来生成通信路由系统的使用统计的系统具有访问通信路由系统以用于分析数据和生成统计信息的处理器，以及具有访问 处理器，用于将生成的统计数据呈现为显示格式。 用于生成统计数据的数据包括通过通信路由系统路由的事件的路由路径信息，以及可选地在通信路由系统的某些路由点和终点处记录的交互历史。