公开(公告)号：US20120288081A1

公开(公告)日：2012-11-15

申请号：US13552428

申请日：2012-07-18

Applicant: Robert Townsend

Inventor： Robert Townsend

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/436 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M15/80 ,  H04M15/8027 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18

Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

Abstract translation: 本文件讨论了限制与多个租户的主机的联网联络中心的联系。 在示例实施例中，通信由联网的联络中心接收。 在确定是否允许通信到达联络中心资源时，可以检查联系率值。 接触率值可以表示在一段时间间隔内允许的接触量。 对于一些示例实施例，基于接触率值来确定网络联络中心是否接受或拒绝通信。

公开(公告)号：US20120265812A1

公开(公告)日：2012-10-18

申请号：US13384360

申请日：2010-06-29

Applicant: Fabrice Dantec ,  Michel Souben ,  Pierre Chaptal

Inventor： Fabrice Dantec ,  Michel Souben ,  Pierre Chaptal

IPC: G06F15/16

CPC classification number: H04M3/4931 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/36

Abstract: A device (D) is designed to process communication data from at least one user, This device (D) consists of i) the means of analysis (MA) tasked with analysing incoming and/or outgoing communications data from at least one user communication terminal (T) in order to determine selected information about said communications and the other users, called “contacts”, involved in at least one of these communications, and ii) the processing means (MT) tasked with assigning a weight to each communication involving the user according to the information determined for said communication and at least one selected rule, and then creating a contact data file in which each contact is assigned an overall weight equal to the sum of the weights assigned to each communication involving him or her and the user.

Abstract translation: 设备（D）被设计为处理来自至少一个用户的通信数据。该设备（D）包括：i）分析装置（MA），其用于分析来自至少一个用户通信终端的传入和/或输出通信数据 （T），以便确定涉及至少一个这些通信的所述通信和所谓的联系人的所选信息，以及ii）处理装置（MT），其任务是对涉及用户的每个通信分配权重 对于为所述通信确定的信息和至少一个选择的规则，然后创建联系人数据文件，其中每个联系人被分配总体权重等于分配给涉及他或她的每个通信和用户的权重的总和。

公开(公告)号：US08290136B2

公开(公告)日：2012-10-16

申请号：US12570727

申请日：2009-09-30

Applicant: Lori Dreher ,  Ronald J. Fernandez ,  Bryan S. Katz ,  Venkatesh Krishnaswamy

Inventor： Lori Dreher ,  Ronald J. Fernandez ,  Bryan S. Katz ,  Venkatesh Krishnaswamy

IPC: H04M3/42

CPC classification number: H04M3/56 ,  H04M3/436 ,  H04M2201/12

Abstract: A method comprising establishing, with a telecommunications management system, a first conference call comprising a first caller at a first telecommunications terminal, a second caller at a second telecommunications terminal, and a third caller at a third telecommunications terminal. Once the first conference call is established, the telecommunications management system appraises the first caller's contribution, the second caller's contribution, and the third caller's contribution to the first conference call. The telecommunications management system receives a request to set-up a second conference call and establishes the second conference call, wherein the telecommunications management system decides whether to include the first caller, the second caller, and the third caller in the second conference call based, at least in part, on the telecommunications management system's appraisal of the first caller's contribution, the second caller's contribution, and the third caller's contribution to the first conference call.

Abstract translation: 一种方法，包括与电信管理系统建立包括第一电信终端的第一呼叫者，第二电信终端处的第二呼叫者和第三电信终端的第三呼叫者的第一电话会议。 一旦建立了第一个电话会议，电信管理系统评估第一个呼叫者的贡献，第二个呼叫者的贡献和第三个呼叫者对第一个电话会议的贡献。 电信管理系统接收建立第二电话会议的请求并建立第二电话会议，其中电信管理系统基于第二电话会议决定是否包括第一呼叫者，第二呼叫者和第三呼叫者， 至少部分地，电信管理系统对第一呼叫者的贡献，第二呼叫者的贡献和第三呼叫者对第一次电话会议的贡献的评估。

公开(公告)号：US20120109795A1

公开(公告)日：2012-05-03

申请号：US12915338

申请日：2010-10-29

Applicant: Mark James Sutherland

Inventor： Mark James Sutherland

IPC: G06Q10/00

CPC classification number: G06Q10/06 ,  H04M3/5175 ,  H04M2201/12

Abstract: A method and apparatus of maintaining time information for a multi-tasking customer service agent is disclosed. One example method of operation may include maintaining time information allocated to a plurality of tasks. The method may include receiving a first task and starting a first timer at a computing device corresponding to the beginning of work performed on the first task. The method may also include receiving a second task and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task. The method may further include transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory, wherein the data record associates the total time counted by the first timer with a corresponding task, and associates the total time counted by the second timer with a different corresponding task.

Abstract translation: 公开了一种维护多任务客户服务代理的时间信息的方法和装置。 一种示例性操作方法可以包括维护分配给多个任务的时间信息。 该方法可以包括接收第一任务并且在计算设备处启动与在第一任务上执行的工作开始对应的第一定时器。 该方法还可以包括接收第二任务并启动与第一定时器不同的第二定时器，其对应于在第二任务上执行的工作开始。 该方法还可以包括将表示由第一定时器计数的总时间和由第二定时器计数的总时间的总时间分配记录传送到存储在存储器中的数据记录，其中数据记录将由第一定时器计数的总时间相关联 具有相应的任务，并且将由第二定时器计数的总时间与不同的对应任务相关联。

公开(公告)号：US20120069980A1

公开(公告)日：2012-03-22

申请号：US12884293

申请日：2010-09-17

Applicant: Jeffrey S. Wall

Inventor： Jeffrey S. Wall

IPC: H04M15/06

CPC classification number: H04M3/10 ,  H04M3/2254 ,  H04M3/42059 ,  H04M3/42102 ,  H04M7/1275 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2203/055 ,  H04Q3/0016

Abstract: The present invention relates to systems and methods for detecting and terminating a looping condition occurring in a telecommunications network comprising receiving a call offer comprising receiving call identification data associated with the call offer at a switching component, querying a looping engine using the call identification data to detect a looping condition, identifying a number of occurrences of the call identification data within a predetermined time frame, comparing the number of occurrences against a predetermined count, and returning a message to the switching component based on the comparison, the message indicating whether a looping condition exists in the telecommunications network.

Abstract translation: 本发明涉及用于检测和终止在电信网络中发生的循环状况的系统和方法，包括接收呼叫提议，包括在交换组件处接收与呼叫提供相关联的呼叫识别数据，使用呼叫识别数据查询循环引擎 检测循环条件，在预定时间帧内识别呼叫识别数据的发生次数，根据预定计数比较出现次数，并根据比较将消息返回给交换组件，该消息指示是否循环 条件存在于电信网络中。

公开(公告)号：US08135120B2

公开(公告)日：2012-03-13

申请号：US12568247

申请日：2009-09-28

Applicant: Takashi Yasuda

Inventor： Takashi Yasuda

IPC: H04M3/00 ,  H04M1/66 ,  H04B7/00 ,  H04W72/00

CPC classification number: H04W4/08 ,  H04M3/36 ,  H04M3/38 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2203/2044 ,  H04M2242/04 ,  H04W8/186 ,  H04W48/06

Abstract: Restriction on call connections is controlled by grouping a plurality of terminals. One or more groups each including one or more terminals are provided. Each of the one or more groups is associated with the maximum number of calling terminals and a group restriction relaxing ratio indicating a relaxing degree of restriction with respect to a predetermined normal restriction ratio. Restriction on a call connection of a terminal belonging to a group is controlled on the basis of a group restriction ratio assigned to the group when the number of terminals being making phone calls is less than the maximum number of calling terminals that is provided for the group. The group restriction ratio is calculated using the predetermined normal restriction ratio and the group restriction relaxing ratio associated with the group.

Abstract translation: 通过对多个终端进行分组来控制呼叫连接的限制。 提供一个或多个包括一个或多个终端的组。 一个或多个组中的每一个与呼叫终端的最大数目相关联，以及指示关于预定的正常限制比率的松弛度限制的组限制松弛比。 当进行电话呼叫的终端的数量小于为该组提供的最大呼叫终端数量时，基于分配给组的组限制比例来控制属于组的终端的呼叫连接的限制 。 使用与组相关联的预定正常限制比和组限制松弛率计算组限制比。

公开(公告)号：US20120014514A1

公开(公告)日：2012-01-19

申请号：US13179239

申请日：2011-07-08

Applicant: Niklas Enbom ,  Roar Hagen ,  Jan Skoglund

Inventor： Niklas Enbom ,  Roar Hagen ,  Jan Skoglund

IPC: G01R29/26 ,  H04M3/22

CPC classification number: H04M3/561 ,  H04M3/18 ,  H04M2201/12

Abstract: A method and an apparatus for indicating presence of a transient noise in a call are provided. The method comprises the steps of determining activity at an endpoint of the call by monitoring presence of a signal input from the endpoint into the call and monitoring presence of a potential source of transient noise at the endpoint. Further, based on the activity determination and the monitoring of the presence of a potential source of transient noise, a signal representative of the presence of a transient noise in the call is sent. The present invention is advantageous in that it enables improvement of the quality of the call.

Abstract translation: 提供一种用于指示呼叫中的瞬态噪声的存在的方法和装置。 该方法包括以下步骤：通过监视从端点输入到呼叫中的信号的存在来确定呼叫的端点处的活动，并监视端点处潜在的瞬态噪声源的存在。 此外，基于活动确定和对潜在的瞬时噪声源的存在的监视，发送表示呼叫中存在瞬态噪声的信号。 本发明的优点在于能够提高呼叫的质量。

公开(公告)号：US08009819B2

公开(公告)日：2011-08-30

申请号：US11800106

申请日：2007-05-04

Applicant: Avraham Faizakov ,  S. Douglas Peters ,  Peter R. Stubley

Inventor： Avraham Faizakov ,  S. Douglas Peters ,  Peter R. Stubley

IPC: H04M3/42 ,  H04M1/64

CPC classification number: G10L15/18 ,  G10L15/19 ,  H04M3/42204 ,  H04M3/4931 ,  H04M3/4936 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/40

Abstract: A method of semi-supervised synonym inference for a call handling application, such as automated directory assistance or call routing, is described. In one embodiment the method comprises examining a database of caller interaction results from a directory assistance system that includes an automated directory assistance engine, detecting a specified characteristic in the caller interaction results, and using the detected characteristic to automatically train a destination map, where the destination map is for use by the automated directory assistance engine in automatically mapping human speech to a destination. The detecting of the specified characteristic in the caller interaction results may include a statistical analysis of the caller interaction results for each of one or more speech recognition strings.

Abstract translation: 描述了用于呼叫处理应用的半监督同义词推断的方法，诸如自动目录协助或呼叫路由。 在一个实施例中，该方法包括从包括自动目录辅助引擎的目录辅助系统检查呼叫者交互结果的数据库，检测呼叫者交互结果中的指定特征，以及使用检测到的特征来自动训练目的地图，其中 目的地地图由自动目录辅助引擎用于自动将人类语音映射到目的地。 对呼叫者交互结果中的指定特征的检测可以包括对于一个或多个语音识别串中的每一个的呼叫者交互结果的统计分析。

公开(公告)号：US20110110512A1

公开(公告)日：2011-05-12

申请号：US12614214

申请日：2009-11-06

Applicant: Henry Chen ,  Paul H. Kyzivat ,  Sanjay K. Sinha

Inventor： Henry Chen ,  Paul H. Kyzivat ,  Sanjay K. Sinha

IPC: H04M3/42

CPC classification number: H04M3/424 ,  H04L29/12754 ,  H04L29/12801 ,  H04L61/3085 ,  H04L61/6004 ,  H04L65/1006 ,  H04L65/1036 ,  H04M3/42119 ,  H04M7/006 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2242/22

Abstract: A method is provided in one example embodiment and includes communicating initial digits associated with an original request for a call and receiving a message indicating an incomplete address for the original request. The method also includes responding to the message by appending additional digits to the original request to generate a new request. The additional digits are buffered before receiving the message indicating the incomplete address associated with the original request. In other embodiments, the original request is a session initiation protocol (SIP) INVITE message that includes a uniform resource identifier (URI), which reflects an address for reaching a destination user. The initial digits can be partially matched against a dial plan in order to trigger the message associated with the original request. The additional digits are configured to satisfy the message and to connect the call. The message associated with the original request can be a session initiation protocol (SIP) 484 message.

Abstract translation: 在一个示例实施例中提供了一种方法，并且包括与呼叫的原始请求相关联的初始数字通信，并且接收指示原始请求的不完整地址的消息。 该方法还包括通过向原始请求附加附加数字来响应该消息以生成新的请求。 在接收到指示与原始请求相关联的不完整地址的消息之前，附加数字被缓冲。 在其他实施例中，原始请求是包括统一资源标识符（URI）的会话发起协议（SIP）INVITE消息，其反映用于到达目的地用户的地址。 初始数字可以与拨号计划部分匹配，以便触发与原始请求相关联的消息。 附加数字被配置为满足消息并连接呼叫。 与原始请求相关联的消息可以是会话发起协议（SIP）484消息。

公开(公告)号：US07899176B1

公开(公告)日：2011-03-01

申请号：US11540903

申请日：2006-09-29

Applicant: Marc Calahan ,  Richard Akers ,  Damian Smith

Inventor： Marc Calahan ,  Richard Akers ,  Damian Smith

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  G06Q30/02 ,  H04M2201/12 ,  H04M2201/18

Abstract: A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.

Abstract translation: 用于发现客户中心信息的方法包括从多个相应的信息源接收多个客户中心信息，并且关联多个客户中心信息以确定访​​问客户中心资源的客户中心代理的身份。