公开(公告)号：US09680997B2

公开(公告)日：2017-06-13

申请号：US14705215

申请日：2015-05-06

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia Chishti ,  Stuart J. Spottiswoode ,  Christopher W. Jones

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

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

Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of agents ordered for assignment to a contact queue, and assigning a first out-of-order agent from the plurality of agents to a first contact that arrives at the contact queue based on information about the first contact.

公开(公告)号：US09596350B1

公开(公告)日：2017-03-14

申请号：US15216622

申请日：2016-07-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vadim Dymshyts ,  Vidas Placiakis ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04L29/08 ,  H04L12/28 ,  H04M3/51

CPC classification number: H04M3/5183 ,  H04L67/306 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5238 ,  H04M2201/36 ,  H04M2203/403

Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.

Abstract translation: 联络中心具有用于接收请求与代理交互的通信的通道，提供接收到的通信的连接能力的代理站以及连接到LAN的虚拟交互（VI）服务器，并且在非暂时介质上在处理器上执行VI软件。 VI服务器基于确定未来通信的预期接收，VI关联源，意图，关于源的一组数据和代理站目的地，创建并存储虚拟交互对象，并且创建的VI是 存储并与来自与VI相关联的源的真实传入通信相匹配，然后通过将来话呼叫源与VI中相关联的代理目的地连接，将VI实例化为实时交互。

公开(公告)号：US20170064081A1

公开(公告)日：2017-03-02

申请号：US14956086

申请日：2015-12-01

Applicant: SATMAP International Holdings Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering a contact; ordering a plurality of agents; applying, by at least one processor, a hybridization function to the ordering of the plurality of agents to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the contact and a first agent in a first pair with a second difference in ordering between the contact and a second agent different from the first agent in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.

Abstract translation: 公开了一种用于联络中心系统中混合行为配对的技术。 在一个特定实施例中，这些技术可以被实现为在接触中心系统中的混合行为配对的方法，包括：排序接触; 订购多个代理商; 通过至少一个处理器将杂交功能应用于所述多个试剂的排序以将用于配对的第一策略偏向于用于配对的第二策略; 通过所述至少一个处理器并且基于所述杂交功能比较所述接触和第一对中的第一试剂之间的顺序的第一差异，所述接触和第二试剂之间的顺序与所述第一试剂不同的第二差异 第二对 以及由所述至少一个处理器基于所述比较来选择所述第一对或所述第二对进行连接。

公开(公告)号：US09577938B2

公开(公告)日：2017-02-21

申请号：US14564001

申请日：2014-12-08

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Sergey I. Federov

IPC: G06F15/173 ,  H04L12/803 ,  H04L12/24 ,  H04M3/523 ,  H04L12/751

CPC classification number: H04L47/122 ,  H04L41/06 ,  H04L41/5064 ,  H04L45/08 ,  H04M3/5237 ,  H04M2201/10 ,  H04M2201/36

Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

Abstract translation: 路由系统包括路由器，与路由器相连的统计服务器（Stat Server），接收，处理和存储与事件处理相关的统计信息，以及提供关于通过路由智能的路由器使用的统计信息以及第一代理数据 服务器连接到Stat Server，并通过网络连接到远程联络中心的第二代理数据服务器。 该系统的特征在于Stat Server接收到关于本地队列的事件统计信息，并且通过耦合的第一和第二代理数据服务器，关于远程队列的事件统计信息，向路由器提供与统计信息相关的信息，并且路由器确定 基于所提供的信息将传入事件路由到本地队列或远程队列。

公开(公告)号：US09521252B2

公开(公告)日：2016-12-13

申请号：US14106167

申请日：2013-12-13

Applicant: Computer Product Introductions, Corporation

Inventor： Richard Leeds ,  Elon Gasper

IPC: H04M3/42 ,  H04M3/02 ,  H04M19/04 ,  H04M1/57 ,  H04M1/656 ,  H04M1/65 ,  H04M1/253 ,  H04M1/725

CPC classification number: H04M3/42051 ,  H04M1/2535 ,  H04M1/57 ,  H04M1/65 ,  H04M1/656 ,  H04M1/72552 ,  H04M1/72563 ,  H04M3/02 ,  H04M3/42221 ,  H04M19/04 ,  H04M19/041 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2201/50 ,  H04M2203/2038 ,  H04M2203/308 ,  H04M2203/551 ,  H04M2250/12

Abstract: A method for computer control of online social interactions based on conversation processing. A portion of a conversation with a given user is recorded, stored in memory, and processed so as to influence subsequent interactions. These may include audio or other contextualized annunciations of subsequent telephone calls. Other modes addressing conversational processing for social purposes can result in interwoven conversation guided among threads of interest, advertising and incented participation of conversational content and placement. The invention is capable of implementation in telecommunications systems such as cellular, local exchange, and VOIP, and in combination with other forms of internet-based telecommunication, including smart phones and adaptive forums chat rooms.

Abstract translation: 基于对话处理的在线社交互动计算机控制的方法。 与给定用户的会话的一部分被记录，存储在存储器中并被处理以便影响后续的交互。 这些可能包括后续电话呼叫的音频或其他语境化通知。 用于社交目的的对话处理的其他模式可以导致在兴趣线索，广告和激励参与会话内容和布局之间引导交织在一起的交谈。 本发明能够在诸如蜂窝，本地交换和VOIP之类的电信系统中实现，并结合其他形式的基于互联网的电信，包括智能电话和自适应论坛聊天室。

公开(公告)号：US09306985B1

公开(公告)日：2016-04-05

申请号：US14224808

申请日：2014-03-25

Applicant: 8x8, Inc.

Inventor： Zhishen Liu

IPC: H04L29/00 ,  H04L29/06

CPC classification number: H04L65/40 ,  H04L63/10 ,  H04L65/1069 ,  H04L65/1096 ,  H04L67/1095 ,  H04M3/53333 ,  H04M2201/36 ,  H04M2242/40

Abstract: In one or more embodiments, an apparatus includes a data server, a VoIP server, and a processing circuit. The VoIP server routes VoIP calls to and from a plurality of telecommunication devices associated with respective user accounts. The VoIP server stores data generated by the plurality of telecommunication devices on the data server. The user accounts each have a settings file associated with the user account. In response to a set of criteria indicated in the settings file of one of the user accounts being satisfied, the processing circuit logs into a data server remote to the VoIP server using login credentials included in the settings file. In further response to the set of criteria being satisfied, the processing circuit copies one or more data files associated with the user account from the data server to the remote data server.

Abstract translation: 在一个或多个实施例中，一种装置包括数据服务器，VoIP服务器和处理电路。 VoIP服务器将VoIP呼叫路由到与相应用户帐户相关联的多个电信设备进行VoIP呼叫。 VoIP服务器将由多个电信设备生成的数据存储在数据服务器上。 用户帐户各自具有与用户帐户相关联的设置文件。 响应于满足一个用户帐户的设置文件中指示的一组标准，处理电路使用包括在设置文件中的登录凭据登录到远程到VoIP服务器的数据服务器。 为了进一步响应满足的一组标准，处理电路将与用户帐户相关联的一个或多个数据文件从数据服务器复制到远程数据服务器。

公开(公告)号：US20160080534A1

公开(公告)日：2016-03-17

申请号：US14947748

申请日：2015-11-20

Applicant: RENESAS ELECTRONICS CORPORATION

Inventor： Takayuki SHINOHARA ,  Masatoshi KIMURA

IPC: H04M1/02 ,  H04M1/725

CPC classification number: G06F9/4403 ,  G06F3/061 ,  G06F3/0655 ,  G06F3/0679 ,  G06F7/725 ,  G06F13/385 ,  G06F13/4068 ,  G06F17/30091 ,  G06F2207/7228 ,  G06F2213/3806 ,  H04L9/003 ,  H04L9/3066 ,  H04L2209/08 ,  H04L2209/56 ,  H04M1/026 ,  H04M1/6505 ,  H04M1/72522 ,  H04M2201/36 ,  H04M2250/14

Abstract: A memory system is constituted of a file storage flash memory storing a control program required for a control portion and a large amount of data, and a random access memory storing a program used by the control portion and functioning as a buffer memory for received data. Thus, a memory system for a portable telephone capable of storing a large amount of received data at high-speed and allowing reading of the stored data at high-speed is provided.

公开(公告)号：US09282184B2

公开(公告)日：2016-03-08

申请号：US13779796

申请日：2013-02-28

Applicant: International Business Machines Corporation

Inventor： Erik J. Burckart ,  Andrew J. Ivory ,  Aaron K. Shook ,  David M. Stecher

IPC: G06F12/00 ,  H04M3/42 ,  G06Q10/10

CPC classification number: H04M3/42 ,  G06Q10/107 ,  H04L51/14 ,  H04M3/42382 ,  H04M2201/36

Abstract: A method for managing storage space for electronic messages. A computer receiving a selected time period in which a user of a messaging program will not be able to access electronic messages through the messaging program. The computer estimating, by one or more computer processors, an amount of storage space required to store electronic messages received during the selected time period. The computer determining, by one or more computer processors, that an unused portion of storage space allocated to the user is less than the estimated storage space required. The computer notifying the user that the unused portion of storage space allocated to the user is less than the estimated storage space required.

Abstract translation: 一种用于管理电子消息的存储空间的方法。 接收消息传递程序的用户将不能通过消息传递程序访问电子消息的选定时间段的计算机。 计算机通过一个或多个计算机处理器估计存储在所选择的时间段期间接收的电子消息所需的存储空间量。 计算机通过一个或多个计算机处理器确定分配给用户的未使用部分的存储空间小于所需的估计存储空间。 计算机通知用户分配给用户的未使用部分的存储空间小于所需的估计存储空间。

公开(公告)号：US09191506B1

公开(公告)日：2015-11-17

申请号：US14289358

申请日：2014-05-28

Applicant: Gilbert J. Yablon

Inventor： Gilbert J. Yablon

IPC: H04M1/00 ,  H04M3/00 ,  H04M7/00 ,  H04M3/44 ,  H04M1/2745

CPC classification number: H04M3/44 ,  H04M1/274533 ,  H04M1/274566 ,  H04M1/274575 ,  H04M2201/22 ,  H04M2201/36 ,  H04Q3/76 ,  H04Q2213/13097 ,  H04Q2213/13331

Abstract: A computerized system and related method for assisting a user with placing a telephonic call, comprising a user interface, computerized processing, and computerized storage for: a user specifying an originally-specified telephone number to place an intended telephonic call, which telephone number, as originally-specified, for at least one particular reason, cannot be used to successfully complete the intended telephonic call; the user, after specifying the originally-specified telephone number, later specifying later-specified telephone number elements, including the possible deleting or ignoring of part of the originally-specified telephone number; and causing the telephonic call to be successfully signaled using the originally-specified telephone number in combination with the later-specified telephone number elements, without the user having to re-specify the originally-specified telephone number.

Abstract translation: 一种用于协助用户放置电话呼叫的计算机化系统和相关方法，包括用户界面，计算机处理和计算机化存储，用于：用户指定原始指定的电话号码以放置预期的电话呼叫，哪个电话号码作为 对于至少一个特定的原因，原来指定的不能用于成功地完成预期的电话呼叫; 在指定了最初指定的电话号码之后，用户稍后指定稍后指定的电话号码元素，包括可能删除或忽略原始指定的电话号码的一部分; 并且使用最初指定的电话号码与稍后指定的电话号码元素组合使得电话呼叫成功发信号，而用户不必重新指定原来指定的电话号码。

公开(公告)号：US09148509B1

公开(公告)日：2015-09-29

申请号：US14462107

申请日：2014-08-18

Applicant: West Corporation

Inventor： Michelle L. Steinbeck ,  Joel G. Mason

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/51 ,  G10L15/26

CPC classification number: H04M3/42221 ,  G10L15/26 ,  H04M3/2281 ,  H04M3/42059 ,  H04M3/51 ,  H04M2201/36 ,  H04M2201/40

Abstract: Systems, methods, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals communicated between call center and users during interactions therebetween. The system may include a data store adapted to store the DTMF data and a text corresponding to the voice data; a transcription process receiving data representing the voice signal and converting it into corresponding text; a report generation process obtaining the DTMF data and the text, transmitting a report containing the same to a client, and updating the date store accordingly; and a reconciliation process receiving data enabling reconciliation of data as tracked by the call center and as tracked by an entity other than the call center. The transcription process may operate as a third-party or an in-house entity relative to the at least one call center.

Abstract translation: 系统，方法和计算机可读介质，用于跟踪，协调和报告代表双音多频（DTMF）音调和在呼叫中心与用户之间的交互过程中传达的语音信号。 该系统可以包括适于存储DTMF数据的数据存储和与语音数据相对应的文本; 接收表示语音信号的数据并将其转换为相应文本的转录过程; 报告生成处理获取DTMF数据和文本，将包含该DTMF数据和文本的报告发送给客户端，并相应地更新日期存储; 以及协调处理接收数据，使数据能够协调由呼叫中心跟踪的数据，并且由呼叫中心以外的实体跟踪。 转录过程可以相对于至少一个呼叫中心作为第三方或内部实体操作。