公开(公告)号：US20150237209A1

公开(公告)日：2015-08-20

申请号：US14702659

申请日：2015-05-01

Applicant: SATMAP International Holdings Ltd.

Inventor： Zia CHISHTI ,  Stuart J. SPOTTISWOODE ,  Christopher W. JONES

IPC: H04M3/523 ,  H04M3/51

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 comparing a first measure of performance of a first method for pairing the contacts and the agents with a second measure of performance of a second method for pairing the contacts and the agents.

Abstract translation: 公开了在联络中心系统中处理联系人和代理人的技术。 在一个特定实施例中，这些技术可以被实现为用于在联络中心系统中处理联系人和代理的方法，包括比较用于将联系人和代理人配对的第一种方法的第一种性能的第一措施与第二种性能的测量 配对联系人和代理人的方法。

公开(公告)号：US09025741B2

公开(公告)日：2015-05-05

申请号：US13628865

申请日：2012-09-27

Applicant: AT&T Intellectual Property I, L.P.

Inventor： James Jackson ,  Mehrad Yasrebi

IPC: H04M1/64 ,  H04M3/533

CPC classification number: H04M3/53333 ,  H04M2201/36

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a method that involves receiving an indication that communications with a subscriber have been interrupted while engaged in voicemail processing, and recording a pointer to a last state of voicemail processing. Additional embodiments are disclosed.

Abstract translation: 结合本公开的教导的系统可以包括例如涉及在进行语音邮件处理时接收与订户的通信已被中断以及记录指向最后的语音邮件处理状态的指示的方法。 公开了另外的实施例。

公开(公告)号：US08879706B2

公开(公告)日：2014-11-04

申请号：US13218478

申请日：2011-08-26

Applicant: Geoffrey Zampiello

Inventor： Geoffrey Zampiello

IPC: H04M3/42

CPC classification number: H04M3/42017 ,  H04L67/06 ,  H04M3/42068 ,  H04M3/42093 ,  H04M3/42178 ,  H04M2201/36

Abstract: Methods, systems, and products are disclosed for providing a ring back to a calling party's communications device. A first call is placed to a called number. An identification sequence is received during the first call. When the first call ends, a second call is placed to a server. The identification sequence is sent to the server during the second call, and the ring back associated with the identification sequence is received. The ring back is stored in memory of the calling party's communications device and retrieved when subsequent calls are made to the called number. The ring back is then presented on the calling party's communications device to indicate the called number is ringing.

Abstract translation: 公开了用于向呼叫方的通信设备提供回铃的方法，系统和产品。 第一个呼叫被放置到被叫号码。 在第一次呼叫期间接收到识别序列。 当第一个呼叫结束时，第二个呼叫被放置到服务器。 识别序列在第二次呼叫期间被发送到服务器，并且接收与识别序列相关联的回铃。 回铃音存储在呼叫方的通信设备的存储器中，并且在对呼叫号码进行后续呼叫时检索。 然后在主叫方的通信设备上呈现回铃以指示被叫号码正在振铃。

公开(公告)号：US08737595B2

公开(公告)日：2014-05-27

申请号：US13854825

申请日：2013-04-01

Applicant: The Resource Group International, Ltd.

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.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的方法以及智能路由系统。 一个或多个代理商在实现最佳交互方面进行分级，例如增加收入，降低成本或提高客户满意度。 然后，呼叫者优先路由到分级代理，以获得获得所选择的最佳交互的机会增加。 在更先进的实施例中，还可以在模式匹配算法中确定和使用呼叫者和代理人口统计学和心理学特征，以将具有某些特征的呼叫者优先地路由到具有某些特征的代理以增加最佳交互的机会。

公开(公告)号：US08731178B2

公开(公告)日：2014-05-20

申请号：US13715765

申请日：2012-12-14

Applicant: The Resource Group International Ltd

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

IPC: H04M3/00 ,  H04M5/00

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

Abstract: A methods 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.

Abstract translation: 将呼叫者路由到联络中心的代理的方法以及智能路由系统。 一个或多个代理商在实现最佳交互方面进行分级，例如增加收入，降低成本或提高客户满意度。 然后，呼叫者优先路由到分级代理，以获得获得所选择的最佳交互的机会增加。 在更先进的实施例中，还可以在模式匹配算法中确定和使用呼叫者和代理人口统计学和心理学特征，以将具有某些特征的呼叫者优先地路由到具有某些特征的代理以增加最佳交互的机会。

公开(公告)号：US20140079196A1

公开(公告)日：2014-03-20

申请号：US13688501

申请日：2012-11-29

Applicant: AT&T MOBILITY II LLC

Inventor： Michael Robert Zubas ,  Brian Rainer ,  William J. Sigmund

IPC: H04M3/533

CPC classification number: H04M3/53366 ,  H04M1/7255 ,  H04M1/72583 ,  H04M3/533 ,  H04M3/53333 ,  H04M3/537 ,  H04M2201/14 ,  H04M2201/36 ,  H04M2203/253 ,  H04N7/147

Abstract: A method for managing visual voicemail messages includes displaying a list of voicemail messages on a telecommunications handset, receiving user commands for operating on the voicemail messages including a delete message command and in response to a delete message command, marking a voicemail message for deletion with a delete timestamp and moving the voicemail message to a Deleted Messages folder. A Deleted Message Age Indicator function processes to control permanent deletion of voicemail messages in the Deleted Messages folder based on delete timestamps and a global Delete Time value in cooperation with a visual voicemail platform.

Abstract translation: 用于管理可视语音邮件消息的方法包括在电信手机上显示语音邮件消息的列表，接收用于对包括删除消息命令的语音邮件消息进行操作的用户命令，并且响应于删除消息命令，标记用于删除的语音邮件消息 删除时间戳，并将语音邮件消息移动到已删除邮件文件夹。 删除的消息年龄指示器功能处理以根据删除时间戳和与可视语音邮件平台合作的全局删除时间值来控制在“已删除邮件”文件夹中永久删除语音邮件消息。

公开(公告)号：US20130302758A1

公开(公告)日：2013-11-14

申请号：US13994455

申请日：2011-12-15

Applicant: Andrew William Wright

Inventor： Andrew William Wright

IPC: G06F17/00 ,  G09B19/14

CPC classification number: G07C5/02 ,  G06F17/00 ,  G06Q40/08 ,  G07C5/008 ,  G07C5/0858 ,  G07C5/0866 ,  G09B5/02 ,  G09B19/14 ,  H04M1/6041 ,  H04M1/6075 ,  H04M1/72525 ,  H04M1/72527 ,  H04M1/7253 ,  H04M1/72569 ,  H04M2201/36 ,  H04M2250/12 ,  H04M2250/74

Abstract: Methods and systems for logging driving information associated with a vehicle when driven are disclosed. In one aspect, a mobile telecommunications device is provided that is adapted for installation to a vehicle and configured to log driving information associated with the vehicle when driven. The mobile device is arranged to register the start of a driving period during which the mobile device is installed to the vehicle and the vehicle is being driven by a driver. The mobile device is also arranged to process sensor data during the driving period to derive driving information associated with how the vehicle is driven. The mobile device is also arranged to store a selection of the driving information to a memory.

Abstract translation: 公开了用于在驱动时记录与车辆相关联的驾驶信息的方法和系统。 在一个方面，提供一种移动电信设备，其适于安装到车辆并被配置为在被驱动时记录与车辆相关联的驾驶信息。 移动设备被布置为将移动设备安装到车辆的行驶期间的开始记录，并且车辆正由驾驶员驱动。 移动设备还被布置成在驾驶期间处理传感器数据以获得与车辆的驾驶相关联的驾驶信息。 移动设备还被布置成将驱动信息的选择存储到存储器。

公开(公告)号：US20130196639A1

公开(公告)日：2013-08-01

申请号：US13797649

申请日：2013-03-12

Applicant: AT&T MOBILITY II LLC

Inventor： John Lewis ,  Justin Allan McNamara ,  Fulvio Arturo Cenciarelli ,  Jeffrey Mikan

IPC: H04M3/44

CPC classification number: H04M3/44 ,  H04M1/274558 ,  H04M3/42204 ,  H04M2201/36

Abstract: An intelligent abbreviated dialing feature can use a portion of a phone number as a shortcut to dialing. Any portion of a phone number can be input into a communications device such as by pressing buttons on the keypad or speaking into a microphone. A processor in the communications device or on a network accessible by the communications device can generate the phone number register from frequently dialed numbers. The processor can compare the input into the communications device against the phone number register. For each digit of the phone number that is input into the communications device, the processor can search the phone numbers and provide search results with the corresponding numbers. A phone number can be selected from the search results and dialed.

Abstract translation: 智能缩位拨号功能可以使用电话号码的一部分作为拨号的快捷方式。 电话号码的任何部分可以被输入到通信设备中，例如通过按下键盘上的按钮或者说话到麦克风。 通信设备中的处理器或由通信设备可访问的网络上的处理器可以从经常拨打的号码生成电话号码寄存器。 处理器可以将通信设备的输入与电话号码寄存器进行比较。 对于输入到通信设备的电话号码的每个数字，处理器可以搜索电话号码并提供具有相应号码的搜索结果。 可以从搜索结果中选择一个电话号码并拨打电话。

公开(公告)号：US08472606B2

公开(公告)日：2013-06-25

申请号：US10720868

申请日：2003-11-24

Applicant: Christopher L. Helbling ,  Craig L. Reding ,  John R. Reformato ,  Mahesh Rajagopalan ,  Shadman Zafar

Inventor： Christopher L. Helbling ,  Craig L. Reding ,  John R. Reformato ,  Mahesh Rajagopalan ,  Shadman Zafar

IPC: H04M3/42 ,  H04M3/00 ,  H04M5/00

CPC classification number: H04M3/42221 ,  H04M3/382 ,  H04M3/387 ,  H04M3/42204 ,  H04M3/42229 ,  H04M3/436 ,  H04M3/4931 ,  H04M3/4933 ,  H04M3/4936 ,  H04M3/537 ,  H04M3/56 ,  H04M15/09 ,  H04M2201/36 ,  H04M2201/40 ,  H04M2207/12 ,  H04M2215/66 ,  H04Q3/0029 ,  H04Q2213/13034 ,  H04Q2213/13093 ,  H04Q2213/1322 ,  H04Q2213/13224 ,  H04Q2213/13282

Abstract: Systems and methods are provided for obtaining contact-related information associated with a party using an identifier. The identifier may include a calling party number, a previously-dialed number, and/or a number specified by a user. The identifier could also include an e-mail address, an instant messenger address, a photograph, etc. A request for contact-related information may be initiated by a user and/or a device associated with the user. The request may include an identifier associated with a party. Methods and systems may retrieve contact-related information associated with the party using the identifier. Methods and systems may leverage one or more networks to retrieve the contact-related information. Contact information may be retrieved in order to add a contact to a user's address book.

Abstract translation: 系统和方法被提供用于获得与使用标识符的一方相关联的联系人相关信息。 标识符可以包括主叫方号码，先前拨打的号码和/或用户指定的号码。 标识符还可以包括电子邮件地址，即时消息地址，照片等。联系人相关信息的请求可以由用户和/或与用户相关联的设备发起。 请求可以包括与一方相关联的标识符。 方法和系统可以使用标识符来检索与该方相关联的联系人相关信息。 方法和系统可以利用一个或多个网络来检索联系人相关信息。 可以检索联系人信息，以便将联系人添加到用户的通讯录。

公开(公告)号：US20130132196A1

公开(公告)日：2013-05-23

申请号：US13736637

申请日：2013-01-08

Applicant: Mocapay, Inc.

Inventor： Douglas J. Hurst

IPC: G06Q30/02

CPC classification number: G06Q30/0255 ,  G06Q30/02 ,  G06Q30/0267 ,  H04M3/4211 ,  H04M3/4878 ,  H04M2201/36 ,  H04M2207/18

Abstract: Methods and systems for sending marketing messages to mobile-device users from a mobile-commerce platform are described. In various illustrative embodiments, a marketing message is transmitted to a mobile-device user before, during, or after a transaction between the mobile-device user's mobile device and the mobile-commerce platform. The marketing message can be generated and timed based on rules input to the mobile-commerce platform by a merchant and can be based on historical transaction data associated with the mobile-device user, transaction parameters associated with a current or a most-recently-completed transaction involving the mobile-device user, a transaction type of a current or a most-recently-completed transaction involving the mobile-device user, or a combination thereof, depending on the particular embodiment.