公开(公告)号：US08175257B1

公开(公告)日：2012-05-08

申请号：US09872688

申请日：2001-05-31

Applicant: Shmuel Shaffer ,  Labhesh Patel

Inventor： Shmuel Shaffer ,  Labhesh Patel

IPC: H04M3/00

CPC classification number: H04M3/5238

Abstract: A system and method are provided for reducing the wait time for a caller waiting to speak with an agent in an automatic call distribution system. The system and method receive a call from a caller, and receive an indication that the caller is to speak with one of a plurality of agents. The system and method inform the caller of a delay before the caller can speak to one of the plurality of agents and offers the caller an opportunity to establish a reservation to call back at a particular time. The system and method receive an indication that the caller would like to accept the reservation. The system and method provide the caller with a reservation code, and inform the caller to call back at the particular time.

Abstract translation: 提供了一种系统和方法，用于减少呼叫者等待与自动呼叫分配系统中的代理人通话的等待时间。 系统和方法接收来自呼叫者的呼叫，并且接收呼叫者与多个代理之一通话的指示。 该系统和方法在呼叫者可以与多个代理之一通话之前通知呼叫者延迟，并且向呼叫者提供建立在特定时间回叫的预约的机会。 系统和方法接收到呼叫者希望接受预约的指示。 系统和方法为呼叫者提供预留代码，并且在特定时间通知呼叫者回呼。

公开(公告)号：US08005912B2

公开(公告)日：2011-08-23

申请号：US11356896

申请日：2006-02-17

Applicant: Christopher E. Pearce ,  Randall B. Baird ,  Fadi R. Jabbour ,  Joseph F. Khouri ,  Labhesh Patel ,  Shmuel Shaffer

Inventor： Christopher E. Pearce ,  Randall B. Baird ,  Fadi R. Jabbour ,  Joseph F. Khouri ,  Labhesh Patel ,  Shmuel Shaffer

IPC: G06F15/16

CPC classification number: G06Q10/107

Abstract: In accordance with one embodiment of the present invention, a method is provided for communicating a presence notification to an end-point of a demand-based messaging system. The method includes monitoring an auxiliary output port for a video signal; detecting a video signal on the auxiliary output port; and reporting a video projection status to the end-point. In additional or alternative embodiments of the method, the method may include receiving a message from the end-point and blocking the message from being displayed on the auxiliary output port. In yet another additional or alternative embodiment of the method, the method may include sending a message to the end-point indicating that the message has been blocked.

Abstract translation: 根据本发明的一个实施例，提供了一种用于将存在通知传送到基于需求的消息收发系统的端点的方法。 该方法包括监视视频信号的辅助输出端口; 检测辅助输出端口上的视频信号; 并将视频投影状态报告给终点。 在该方法的附加或替代实施例中，该方法可以包括从端点接收消息并阻止消息被显示在辅助输出端口上。 在该方法的另一个或替代实施例中，该方法可以包括向端点发送消息，指示消息已经被阻塞。

公开(公告)号：US07970117B2

公开(公告)日：2011-06-28

申请号：US11184109

申请日：2005-07-18

Applicant: Shmuel Shaffer ,  Shantanu Sarkar ,  Labhesh Patel ,  Aaron Tong ,  Martin R. Eppel

Inventor： Shmuel Shaffer ,  Shantanu Sarkar ,  Labhesh Patel ,  Aaron Tong ,  Martin R. Eppel

IPC: H04M5/00

CPC classification number: H04M3/523

Abstract: A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.

Abstract translation: 一种用于在自动呼叫分配器处理呼叫的方法包括从第一呼叫者接收第一呼叫以分发给多个代理之一，并从第一呼叫者接收与第一呼叫相关联的第一请求。 该方法包括将第一请求链接到与一个或多个附加呼叫者的一个或多个附加呼叫相关联的一个或多个附加请求。 该方法还包括分发用于处理多个代理的第一代理的第一呼叫和与链接到第一请求的一个或多个附加请求相关联的一个或多个附加呼叫。

公开(公告)号：US07929678B2

公开(公告)日：2011-04-19

申请号：US11190778

申请日：2005-07-27

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Steven L. Christenson

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Steven L. Christenson

IPC: H04M3/42

CPC classification number: H04M3/42348 ,  H04M3/487 ,  H04M3/56 ,  H04M2203/5054 ,  H04M2242/15

Abstract: A method for managing conference resources includes receiving from an endpoint of a user a call to join a multipoint conference between a plurality of participants. Each participant communicates on the multipoint conference through a respective endpoint. The method includes determining that an insufficient amount of resources exist to allow the user to communicate on the multipoint conference and determining participation instructions to enable the user to communicate on the multipoint conference. The method also includes communicating the participation instructions. Location information associated with the user and location information associated with at least one of the plurality of participants may be used to determine the participation instructions to enable the user to communicate on the multipoint conference.

Abstract translation: 用于管理会议资源的方法包括从用户的端点接收在多个参与者之间加入多点会议的呼叫。 每个参与者通过相应的端点在多点会议上进行通信。 该方法包括确定存在不足的资源量以允许用户在多点会议上进行通信并且确定参与指令以使得用户能够在多点会议上进行通信。 该方法还包括通信参与指令。 可以使用与用户相关联的位置信息和与多个参与者中的至少一个相关联的位置信息来确定参与指令以使得用户能够在多点会议上进行通信。

公开(公告)号：US07848510B2

公开(公告)日：2010-12-07

申请号：US11187423

申请日：2005-07-22

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Robert T. Bell ,  Shantanu Sarkar

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Robert T. Bell ,  Shantanu Sarkar

IPC: H04M3/02

CPC classification number: H04M3/523 ,  H04M3/382 ,  H04M3/42221

Abstract: A method for recording automatic call distributor calls includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes creating a call signature associated with the call for recording verification and recording communications of the call to a recording file. The method also includes embedding the call signature in the recording file.

Abstract translation: 用于记录自动呼叫分配器呼叫的方法包括从呼叫者接收分配给多个代理之一的呼叫并将该呼叫分发到多个代理的第一代理进行处理。 该方法包括创建与用于记录验证的呼叫相关联的呼叫签名并将呼叫的通信记录到记录文件。 该方法还包括将呼叫签名嵌入到记录文件中。

公开(公告)号：US07792277B2

公开(公告)日：2010-09-07

申请号：US11485053

申请日：2006-07-11

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

IPC: H04M3/00

CPC classification number: H04M3/42187 ,  H04M3/42357 ,  H04M3/5232 ,  H04M7/0039 ,  H04M2201/50 ,  H04M2242/04 ,  H04M2242/14

Abstract: Disclosed are apparatus and methods for utilizing the camera or video capability of particular communication devices, such as cell phones, to enhance handling of calls, such as emergency calls. In one implementation, when a call is made to an emergency response center (ERC) using an image/video capable communication device is queued until an agent is available for handling the call, one or more images or video may be collected from such caller by utilizing the image/video capability of the caller's communication device. The images collected from a plurality of different callers may then be sorted into different event groups. For instance, all the images/video that relate to a same emergency event, such as a traffic accident, are grouped together into a same event group. The different groups can then be prioritized for handling by an available agent. Additionally, the individual callers for each group may also be prioritized based on the collected images/video, e.g., the caller that is closest to the emergency event may be called first.

Abstract translation: 公开了用于利用诸如蜂窝电话的特定通信设备的相机或视频能力的装置和方法，以增强诸如紧急呼叫的呼叫的处理。 在一个实现中，当使用具有图像/视频能力的通信设备对紧急响应中心（ERC）进行呼叫排队等待直到代理可用于处理呼叫时，可以通过以下方式从这样的呼叫者收集一个或多个图像或视频： 利用呼叫者的通信设备的图像/视频能力。 然后可以将从多个不同的呼叫者收集的图像分类成不同的事件组。 例如，与相同的紧急事件（例如交通事故）相关的所有图像/视频被分组在一起成为相同的事件组。 然后可以将不同的组优先于可用代理进行处理。 另外，也可以基于所收集的图像/视频对每个组的各个呼叫者进行优先排序，例如，可以首先调用最接近紧急事件的呼叫者。

公开(公告)号：US20100013905A1

公开(公告)日：2010-01-21

申请号：US12174145

申请日：2008-07-16

Applicant: Sanjeev Kumar ,  Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain

Inventor： Sanjeev Kumar ,  Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain

IPC: H04N7/14

CPC classification number: H04N7/15

Abstract: In one embodiment, a conference with multiple end points is provided. At the locations, multiple screens may be configured to display video from a portion of the multiple end points. Video from multiple locations is output onto the multiple screens, such as video streams from N different segments are output on N different screens. The video output may be determined based on a first dimension of the floor control algorithm. A push-to-talk input may then be received from a button. A video segment associated with the push-to-talk button is then determined and the video segment is output on one of the multiple screens in response to receiving the push-to-talk input. The push-to-talk input may be used by users that cannot actively participate in the first dimension of the floor control algorithm. For example, users using sign language cannot speak louder and thus by using the push to talk button or hand gestures can indicate their desire to be switched in as one of the displayed segments.

Abstract translation: 在一个实施例中，提供具有多个端点的会议。 在这些位置，多个屏幕可被配置为从多个端点的一部分显示视频。 来自多个位置的视频被输出到多个屏幕上，例如来自N个不同段的视频流在N个不同屏幕上输出。 可以基于楼层控制算法的第一维度来确定视频输出。 然后可以从按钮接收一键通输入。 随后响应于接收一键通输入，确定与一键通按钮相关联的视频片段，并且视频片段在多个屏幕之一上输出。 即按即说输入可能不能主动参与楼层控制算法的第一维度的用户使用。 例如，使用手语的用户不能说更大声，因此通过使用按键通话按钮或手势可以指示他们作为显示的段之一被切换的愿望。

公开(公告)号：US07602704B2

公开(公告)日：2009-10-13

申请号：US10225391

申请日：2002-08-20

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Shantanu Sarkar

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Shantanu Sarkar

IPC: G01R31/08

CPC classification number: H04L65/1043 ,  H04L29/06027 ,  H04L65/103 ,  H04L65/104 ,  H04L65/1083 ,  H04L65/604 ,  H04M3/2254 ,  H04M7/006 ,  H04M7/1295 ,  H04M2207/203

Abstract: A system and method for providing fault tolerant IP services includes establishing a first communication session between an originating telephony device and an application server, through a primary call manager. Failure of the primary call manager may be detected. A second communication session between the application server and a destination telephony device may be established via a back-up call manager. The first communication and the second communication session may be coupled at the application server to establish two-way communication between the originating telephony device and the destination telephony device.

Abstract translation: 用于提供容错IP服务的系统和方法包括通过主呼叫管理器在始发电话设备和应用服务器之间建立第一通信会话。 可以检测到主呼叫管理器的故障。 可以经由备用呼叫管理器建立应用服务器和目的地电话设备之间的第二通信会话。 第一通信和第二通信会话可以在应用服务器处耦合以在始发电话设备和目的地电话设备之间建立双向通信。

公开(公告)号：US07523859B2

公开(公告)日：2009-04-28

申请号：US11860705

申请日：2007-09-25

Applicant: Labhesh Patel ,  Shmuel Shaffer ,  Cullen Jennings ,  Shantanu Sarkar

Inventor： Labhesh Patel ,  Shmuel Shaffer ,  Cullen Jennings ,  Shantanu Sarkar

IPC: G06K5/00

CPC classification number: G06Q20/403 ,  G06Q20/10 ,  G06Q20/12 ,  G06Q20/382

Abstract: A system and method for protecting confidential user information employed in an electronic transaction. The system and method provide for associating an expiration time/time period, use or other use-limiting authorization indicator with a credit card or other user information to be transferred to a user information recipient, in conjunction with a product/service payment or other business transaction with a hosted contact center. Embodiments of the invention further provide for forming a limited-use indicator, such as a use-limiting token, by associating a transaction agent indicator and a use-limiting indicator with the user information, and for verifying a limited use indicator received from a contact center agent and determining according to such indicator, in addition to any ordinary verification that might also be conducted, whether the use limitation has been met and whether the transaction should be authorized in accordance with the use limitation.

Abstract translation: 一种用于保护在电子交易中使用的机密用户信息的系统和方法。 该系统和方法提供将到期时间/时间段，使用或其他使用限制授权指示符与信用卡或其他用户信息相关联以将其传送到用户信息接收者，结合产品/服务支付或其他业务 与托管联络中心进行交易。 本发明的实施例还提供了通过将交易代理指示符和使用限制指示符与用户信息相关联来形成有限使用指示符，例如使用限制令牌，并且用于验证从联系人接收到的有限使用指示符 中心代理人和根据此类指标确定，除了可能进行的任何普通验证外，是否符合使用限制以及是否按照使用限制授权交易。

公开(公告)号：US20090043502A1

公开(公告)日：2009-02-12

申请号：US11837331

申请日：2007-08-10

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Bruce D. Moon ,  Shantanu Sarkar ,  Gebran G. Chahrouri ,  Joseph F. Khouri

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Bruce D. Moon ,  Shantanu Sarkar ,  Gebran G. Chahrouri ,  Joseph F. Khouri

IPC: G01C21/00

CPC classification number: G01C21/20 ,  G01C21/206 ,  G01C21/26 ,  G01S19/48

Abstract: A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.

Abstract translation: 用于导航的系统包括可操作以接收第一模态的位置信息的接口。 第一模态的位置信息与导航单元相关联。 该接口还可操作以接收第二模态的位置信息。 第二模式的位置信息与导航单元相关联。 该系统还包括耦合到接口并可操作以识别目的地的处理器。 该系统还可操作以通过在第一模态和第二模态之间切换，基于第一和第二模态的位置信息导航到目的地。