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    Systems and methods for routing callers to an agent in a contact center
    181.
    发明授权
    Systems and methods for routing callers to an agent in a contact center 有权
    将呼叫者路由到联络中心的代理的系统和方法

    公开(公告)号：US08433597B2

    公开(公告)日：2013-04-30

    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: G06F9/46

    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。

    System and method of presenting caller identification information at a voice over internet protocol communication device
    182.
    发明授权
    System and method of presenting caller identification information at a voice over internet protocol communication device 失效
    通过互联网协议通信设备在语音通话中呈现主叫方识别信息的系统和方法

    公开(公告)号：US08432897B2

    公开(公告)日：2013-04-30

    申请号：US11214471

    申请日：2005-08-29

    Applicant: Aaron W. Bangor ,  Jeffrey L. Brandt ,  Douglas F. Reynolds

    Inventor： Aaron W. Bangor ,  Jeffrey L. Brandt ,  Douglas F. Reynolds

    IPC: H04L12/66 ,  H04M1/64 ,  H04M1/56 ,  H04M15/06

    CPC classification number: H04L29/06027 ,  H04L65/1096 ,  H04L67/306 ,  H04M3/42042 ,  H04M3/42068 ,  H04M7/123 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/2072

    Abstract: A method of providing caller identification information to a voice over Internet protocol (VoIP) telephone device is disclosed and includes receiving an incoming telephone call. The method also includes determining a destination VoIP telephone device associated with the incoming call. Further, the method includes populating a caller identification portal with a plurality of identification characteristics from a caller profile and presenting the caller identification portal to a display of the destination VoIP telephone device. The caller identification portal can include a first mode in which a partial caller identification portal is presented and a second mode in which a full caller identification portal is presented.

    Abstract translation: 公开了一种向因特网协议语音（VoIP）电话设备提供呼叫者识别信息的方法，并且包括接收呼入电话呼叫。 该方法还包括确定与该呼入呼叫相关联的目的地VoIP电话设备。 此外，该方法包括从呼叫者简档中填入具有多个识别特征的呼叫者识别门户，并将呼叫者识别门户呈现给目的地VoIP电话设备的显示器。 呼叫者识别门户可以包括其中呈现部分呼叫者识别门户的第一模式和呈现完整呼叫者识别门户的第二模式。

    User-controlled routing of phone calls to voicemail
    186.
    发明授权
    User-controlled routing of phone calls to voicemail 有权
    用户控制的电话路由到语音信箱

    公开(公告)号：US08340645B2

    公开(公告)日：2012-12-25

    申请号：US12343747

    申请日：2008-12-24

    Applicant: James A. Baldwin ,  Shaheedur R. Haque

    Inventor： James A. Baldwin ,  Shaheedur R. Haque

    IPC: H04M11/10

    CPC classification number: H04M11/085 ,  H04M1/6505 ,  H04M3/42068 ,  H04M3/493 ,  H04M2201/36

    Abstract: In accordance with one or more aspects, a notification of an incoming phone call is received from a phone system. An indication of the incoming phone call is presented to a user, and the user can control the incoming phone call in different manners. The user can request to delay routing the incoming phone call to voicemail, to route the incoming phone call to voicemail without further delay, and to stop ringing of one or more phone handsets of the phone system. One or more of these control requests can be input by the user via a mobile phone and/or a television system.

    Abstract translation: 根据一个或多个方面，从电话系统接收到来电电话的通知。 向用户显示呼入电话的指示，用户可以以不同的方式控制来电。 用户可以请求延迟将来电呼叫路由到语音邮件，将进入的电话呼叫路由到语音信箱，而不会延迟，并停止拨打电话系统的一个或多个电话手机。 这些控制请求中的一个或多个可以由用户经由移动电话和/或电视系统输入。

    System and method for providing multi-modal bookmarks
    187.
    发明授权
    System and method for providing multi-modal bookmarks 有权
    提供多模式书签的系统和方法

    公开(公告)号：US08238881B2

    公开(公告)日：2012-08-07

    申请号：US10211117

    申请日：2002-08-02

    Applicant: Inderpal Singh Mumick ,  Sandeep Sibal

    Inventor： Inderpal Singh Mumick ,  Sandeep Sibal

    IPC: H04L12/58 ,  H04M1/663

    CPC classification number: H04M3/4938 ,  H04M1/72561 ,  H04M3/4936 ,  H04M2201/36 ,  H04M2201/40

    Abstract: A system for enabling multi-modal bookmarks comprises a bookmark repository coupled to two browsers. A user bookmarks content using a first browser, and a bookmark is stored in the bookmark repository. The user subsequently uses a second browser and requests that the bookmark be de-referenced to point the second browser to the bookmarked content. The second browser accesses the bookmark in the content repository and is directed to the bookmarked content. The first and second browsers may be visual and voice browsers that render Wireless Markup Language (WML) and Voice Extensible Markup Language (VXML) content, respectively, wherein a mapping is provided that links a given piece of visual content to an equivalent piece of voice content.

    Abstract translation: 用于启用多模式书签的系统包括耦合到两个浏览器的书签存储库。 用户使用第一浏览器书签内容，书签存储在书签库中。 用户随后使用第二浏览器并请求取消引用书签以将第二浏览器指向加书签的内容。 第二个浏览器访问内容存储库中的书签，并定向到加书签的内容。 第一和第二浏览器可以是分别呈现无线标记语言（WML）和语音可扩展标记语言（VXML）内容的视觉和语音浏览器，其中提供将给定的可视内容链接到等同的语音片段的映射 内容。

    Communication system, communication control device, communication method, communication control method and recording medium
    188.
    发明授权
    Communication system, communication control device, communication method, communication control method and recording medium 失效
    通信系统，通信控制装置，通信方式，通信控制方法和记录介质

    公开(公告)号：US08238270B2

    公开(公告)日：2012-08-07

    申请号：US12536767

    申请日：2009-08-06

    Applicant: Satoshi Sugiyama

    Inventor： Satoshi Sugiyama

    IPC: H04M3/42

    CPC classification number: H04M3/436 ,  H04M3/38 ,  H04M3/42042 ,  H04M3/42059 ,  H04M15/8011 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/2011 ,  H04M2215/22 ,  H04M2215/7407

    Abstract: A communication control device executes a call-out process of calling out a recipient telephone device while specifying an importance level via a telephone network in response to a request from a transmitter telephone device. A recipient received a call operates a mobile communication terminal after a telephone call ends, accesses an information providing server via a wireless LAN access point and the Internet, and inputs information evaluating whether or not an importance level specified for the received call is appropriate. The information providing server provides the input evaluation information to a storage device. The communication control device determines whether or not to execute a call-out process based on the evaluation information stored in the storage device when there is a call-out request from a transmitter.

    Abstract translation: 通信控制装置响应于来自发射机电话设备的请求，经由电话网络指定重要性级别，执行呼叫接收方电话设备的呼出处理。 接收到接收到的呼叫的接收者在电话呼叫结束后操作移动通信终端，经由无线LAN接入点和因特网访问信息提供服务器，并且输入评估为接收到的呼叫指定的重要性级别是否合适的信息。 信息提供服务器将输入评估信息提供给存储设备。 当存在来自发送器的呼出请求时，通信控制装置基于存储在存储装置中的评估信息来确定是否执行呼出处理。

    Messaging application with multiple viewports for presenting messages in different orders
    189.
    发明授权
    Messaging application with multiple viewports for presenting messages in different orders 有权
    具有多个视口的消息应用程序，用于以不同的顺序呈现消息

    公开(公告)号：US08185492B2

    公开(公告)日：2012-05-22

    申请号：US12192055

    申请日：2008-08-14

    Applicant: Eric B. Mayers ,  Douglas T. Hudson

    Inventor： Eric B. Mayers ,  Douglas T. Hudson

    IPC: G06F15/00 ,  G06F15/18

    CPC classification number: H04L12/58 ,  H04L51/00 ,  H04L51/04 ,  H04M3/533 ,  H04M3/53333 ,  H04M2201/12 ,  H04M2201/36

    Abstract: In a method for displaying messages, a system displays messages from a single user account in multiple viewports. Each viewport orders messages based on an importance score that is calculated based on the user's prior interactions with messages in his user account through that viewport. Each viewport associated with the user account orders messages using a distinct message importance model.

    Abstract translation: 在显示消息的方法中，系统在多个视口中显示来自单个用户帐户的消息。 每个视口根据基于用户与他的用户帐户中通过该视口的消息的先前交互计算的重要性分数来排序消息。 与用户帐户相关联的每个视口使用不同的消息重要性模型来排序消息。

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