公开(公告)号：US20150043727A1

公开(公告)日：2015-02-12

申请号：US13963650

申请日：2013-08-09

Applicant: Avaya Inc.

Inventor： Pritesh Mistry

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/523 ,  H04M3/5158 ,  H04M3/5175

Abstract: Contact centers, such as outbound call centers, are provided with means by which they may attempt to contact individuals at a time and via a channel preferred by the contact. A history of prior contact interactions is used as one means to establish a preferred contact time and channel. With a preferred contact time and/or channel established, the contact center may attempt to reach the contact with a decreased likelihood of the attempt being consider a nuisance.

Abstract translation: 联络中心，例如外拨呼叫中心，可提供一种方法，通过这些方式，他们可以一次尝试联系个人，并通过联系人优选的频道。 使用先前接触相互作用的历史作为建立优选接触时间和通道的一种手段。 在建立了优选的接触时间和/或通道的情况下，联络中心可能试图以尝试被考虑为妨扰的可能性降低到达接触。

公开(公告)号：US20150043726A1

公开(公告)日：2015-02-12

申请号：US13963843

申请日：2013-08-09

Applicant: Avaya Inc

Inventor： Robert C. Steiner

IPC: H04M3/523

CPC classification number: H04M3/5233

Abstract: A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment.

Abstract translation: 提供联络中心，方法和机制，用于使用有条件地扩展可选资源池的属性将工作项目分配给资源。 首先对工作项目进行任何必需的，优选的和条件的属性分析，然后排队在多个资源属性集中进行工作分配。 通过考虑工作项目的分析属性和资源之间的匹配，同时观察替代分配条件，将工作项目分配给资源。 当满足时，替代分配条件导致工作项目在其他资源属性集中排队，从而扩展可选资源池。 一旦分配，工作项可以从工作任务中未选择的队列中删除。

公开(公告)号：US08954542B2

公开(公告)日：2015-02-10

申请号：US13160188

申请日：2011-06-14

Applicant: Shane Parsons ,  Shaowu Luo ,  Alain Coutu ,  John Marshall

Inventor： Shane Parsons ,  Shaowu Luo ,  Alain Coutu ,  John Marshall

IPC: G06F15/16 ,  G06F15/177 ,  H04L29/08 ,  H04L12/24 ,  H04L29/06 ,  G06F15/173

CPC classification number: H04L67/34 ,  H04L41/0213 ,  H04L41/0806 ,  H04L65/1073

Abstract: A system is provided for configuring a Session Initiation Protocol (SIP) device. The system includes at least one SIP server in communication with the SIP device over an Internet Protocol (IP) network. The at least one SIP server includes a database that stores SIP device configuration data and a receiver that receives a first SIP message to initiate SIP device configuration. The at least one SIP server also includes a transmitter that transmits configuration data to the SIP device in response to receiving the first SIP message. The receiver also receives a second message from the SIP device indicating whether the SIP device was successfully configured based on the configuration data.

Abstract translation: 提供了一种用于配置会话发起协议（SIP）设备的系统。 该系统包括通过因特网协议（IP）网络与SIP设备通信的至少一个SIP服务器。 所述至少一个SIP服务器包括存储SIP设备配置数据的数据库和接收第一SIP消息以发起SIP设备配置的接收器。 所述至少一个SIP服务器还包括响应于接收到所述第一SIP消息而将配置数据发送到所述SIP设备的发送器。 所述接收机还从所述SIP设备接收指示所述SIP设备是否基于所述配置数据成功配置的第二消息。

公开(公告)号：US08953800B2

公开(公告)日：2015-02-10

申请号：US12708125

申请日：2010-02-18

Applicant: Anjur Sundaresan Krishnakumar ,  Lawrence O'Gorman

Inventor： Anjur Sundaresan Krishnakumar ,  Lawrence O'Gorman

IPC: H04K1/02 ,  G10L19/018 ,  H04L9/32

CPC classification number: G10L19/018 ,  H04K1/02 ,  H04L9/3226

Abstract: A method is presented that uses steganographic codeword(s) carried in a speech payload in such a way that (i) the steganographic codeword(s) survive compression and/or transcoding as the payload travels from a transmitter to a receiver across at least one diverse network, and (ii) the embedded steganographic codeword(s) do not degrade the perceived voice quality of the received signal below an acceptable level. The steganographic codewords are combined with a speech payload by summing the amplitude of a steganographic codeword to the amplitude of the speech payload at a relatively low steganographic-to-speech bit rate. Advantageously, the illustrative embodiment of the present invention enables (i) steganographic codewords to be decoded by a compliant receiver and applied accordingly, and (ii) legacy or non-compliant receivers to play the received speech payload with resultant voice quality that is acceptable to listeners even though the steganographic codeword(s) remain in the received speech payload.

Abstract translation: 提出了一种使用语音有效载荷中携带的隐写代码字的方法，使得（i）当有效载荷从发射机到接收机跨越至少一个传感器传播时，隐写码字可以经受压缩和/或代码转换 不同的网络，以及（ii）嵌入式隐写码字不会将接收到的信号的感知语音质量降低到可接受的水平以下。 将隐写码字与语音有效载荷相结合，将隐写码字的幅度与语音有效负载的振幅相对较低的隐写字母比特率相加。 有利地，本发明的说明性实施例使得（i）隐形码字由相应的接收机解码并相应地应用，以及（ii）传统或不兼容接收机播放所接收到的语音有效负载，其结果语音质量可接受 即使隐写码字保留在接收到的语音有效载荷中也是听众。

公开(公告)号：US08953496B2

公开(公告)日：2015-02-10

申请号：US11678940

申请日：2007-02-26

Applicant: Lorraine Denby ,  Jean Meloche ,  John R. Tuck, Jr.

Inventor： Lorraine Denby ,  Jean Meloche ,  John R. Tuck, Jr.

IPC: H04L12/42 ,  H04L12/721 ,  H04L12/26 ,  H04L12/701 ,  H04L12/28

CPC classification number: H04L45/26 ,  H04L43/0829 ,  H04L43/0864 ,  H04L43/10 ,  H04L45/00

Abstract: Route asymmetry is detected in a network by running a route tracing program to trace routes between a first element of the network and a second element of the network. The route tracing program need be run at only a single network element, such as the first network element. Forward and reverse routes between the first and second network elements are identified as asymmetric if performance data from the route tracing program indicates a significant deviation from an expected monotonic characteristic as a function of time-to-live values of respective packets transmitted by the route tracing program.

Abstract translation: 通过运行路由跟踪程序来跟踪网络的第一个元素和网络的第二个元素之间的路由，在网络中检测到路由不对称。 路由跟踪程序只需要在单个网元上运行，例如第一个网元。 第一和第二网络元件之间的正向和反向路由被标识为不对称，如果路由跟踪程序的性能数据表示与期望的单调特性的显着偏差，作为通过路由跟踪发送的各个分组的生存时间值的函数 程序。

公开(公告)号：US08950001B2

公开(公告)日：2015-02-03

申请号：US12207222

申请日：2008-09-09

Applicant: Jon Louis Bentley ,  Michael J. Sammon ,  Anjur Sundaresan Krishnakumar ,  David Mandel Weiss

Inventor： Jon Louis Bentley ,  Michael J. Sammon ,  Anjur Sundaresan Krishnakumar ,  David Mandel Weiss

IPC: G06F7/04 ,  G06F17/30 ,  H04N7/16 ,  G06F21/32 ,  G06F21/31 ,  H04L29/06 ,  H04L12/06

CPC classification number: G06F21/32 ,  G06F21/31 ,  G06F2221/2111 ,  G06F2221/2115 ,  G06F2221/2137 ,  H04L12/06 ,  H04L63/08

Abstract: A method for orchestrating peer authentication during a call (e.g., a telephone call, a conference call between three or more parties, an instant messaging [IM] chat session, etc.) is disclosed. In particular, a user is first authenticated in order to participate in a call (e.g., via entering a password, etc.), and subsequently during the call the user may be peer authenticated. In accordance with the illustrative embodiment, a user who participates in a call might be prompted to authenticate another user on the call based on particular events or user behavior during the call.

Abstract translation: 公开了一种在呼叫期间协调对等认证的方法（例如，电话呼叫，三方或多方之间的电话会议，即时消息聊天会话等）。 特别地，首先认证用户以参与呼叫（例如，通过输入密码等），并且随后在呼叫期间，用户可以被对等认证。 根据说明性实施例，可以基于呼叫期间的特定事件或用户行为，提示参与呼叫的用户在呼叫时验证另一用户。

公开(公告)号：US08949134B2

公开(公告)日：2015-02-03

申请号：US10939644

申请日：2004-09-13

Applicant: Jacob Levine ,  John Muller ,  Christopher Passaretti ,  Wu Chingfa

Inventor： Jacob Levine ,  John Muller ,  Christopher Passaretti ,  Wu Chingfa

IPC: G10L21/06 ,  G10L15/01

CPC classification number: G10L15/01

Abstract: A diagnostic tool for speech recognition applications is provided, which enables a administrator to collect multiple recorded speech sessions. The administrator can then search for various failure points common to one or more of the recorded sessions in order to get a list of all sessions that have the same failure points. The invention allows the administrator to playback the session or replay any portion of the session to see the flow of the application and the recorded utterances. The invention provides the administrator with information about how to maximize the efficiency of the application which enables the administrator to edit the application to avoid future failure points.

Abstract translation: 提供了用于语音识别应用的诊断工具，其使得管理员能够收集多个记录的语音会话。 然后，管理员可以搜索一个或多个记录的会话通用的各种故障点，以便获得具有相同故障点的所有会话的列表。 本发明允许管理员回放会话或重播会话的任何部分以查看应用程序的流程和记录的话语。 本发明向管理员提供关于如何最大化应用程序效率的信息，使管理员能够编辑应用程序以避免将来的故障点。

公开(公告)号：US08938677B2

公开(公告)日：2015-01-20

申请号：US12749122

申请日：2010-03-29

Applicant: Birgit Geppert ,  Frank Roessler

Inventor： Birgit Geppert ,  Frank Roessler

IPC: H04L12/16 ,  H04N7/15 ,  H04M3/56 ,  G06F15/16 ,  G06F3/048 ,  H04M1/247 ,  G06F3/0481 ,  G06F3/0486 ,  H04L12/18 ,  H04W4/20 ,  H04L29/06 ,  G06Q10/10 ,  H04L12/58 ,  H04M1/2745 ,  H04M3/42

CPC classification number: H04L51/36 ,  G06F3/04817 ,  G06F3/04842 ,  G06F3/0486 ,  G06Q10/10 ,  H04L12/1822 ,  H04L51/04 ,  H04L51/046 ,  H04L65/1069 ,  H04L65/403 ,  H04M1/247 ,  H04M1/274508 ,  H04M1/27455 ,  H04M3/42068 ,  H04M3/42161 ,  H04M3/42221 ,  H04M3/42289 ,  H04M3/563 ,  H04M3/564 ,  H04M2201/42 ,  H04M2203/5027 ,  H04M2250/22 ,  H04M2250/62 ,  H04W4/21

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing communications mode neutrally using widgets. The method includes presenting via a graphical user interface (GUI) a set of connected graphical elements representing a communication session comprising at least two communicating users, wherein each graphical element representing a user further comprises at least one graphical sub-element indicating user communication details, receiving user input associated with the set of connected graphical elements, the user input having an action associated with the communication session, and performing the action based on the received user input. The graphical sub-elements can indicate a communication mode through which an associated user connects to the communication session and/or available communication modes for an associated user. The graphical sub-elements can include a telephone, mobile phone, instant message, camera, video camera, microphone, text-message, document, headset, or email icon.

Abstract translation: 这里公开的是用于使用小部件中和地管理通信模式的系统，方法和非暂时的计算机可读存储介质。 该方法包括经由图形用户界面（GUI）呈现一组连接的图形元素，其表示包括至少两个通信用户的通信会话，其中表示用户的每个图形元素还包括指示用户通信细节的至少一个图形子元素， 接收与所述一组连接的图形元素相关联的用户输入，所述用户输入具有与所述通信会话相关联的动作，以及基于所接收的用户输入来执行所述动作。 图形子元件可以指示相关用户通过其连接到通信会话的通信模式和/或用于相关用户的可用通信模式。 图形子元件可以包括电话，移动电话，即时消息，相机，摄像机，麦克风，文本消息，文档，耳机或电子邮件图标。

公开(公告)号：US08934618B2

公开(公告)日：2015-01-13

申请号：US12345200

申请日：2008-12-29

Applicant: John Costello ,  Tony McCormack ,  John Yoakum

Inventor： John Costello ,  Tony McCormack ,  John Yoakum

IPC: H04M5/00 ,  G10L15/22 ,  H04M3/493 ,  H04M3/51 ,  H04M3/42

CPC classification number: G10L15/22 ,  H04M3/493 ,  H04M3/5166 ,  H04M2201/38 ,  H04M2203/355

Abstract: Methods for analyzing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.

Abstract translation: 公开了用于分析交互式语音响应（IVR）系统的方法。 在该方法中，从IVR系统发出提示，并接收到响应于IVR系统提示的用户输入。 一种方法是将IVR系统发出的提示显示给运营商; 并且从操作者接收输入数据，数据定义是否推荐IVR系统的任何改变和/或对IVR系统的任何推荐的改变。 另一种方法包括通过将用户输入与预定义的一组规则进行比较来检测意外事件的发生，每个规则与一个或多个意外事件相关联; 并且响应于一个或多个意外事件的检测而采取预定义的动作。

公开(公告)号：US08929209B2

公开(公告)日：2015-01-06

申请号：US13764496

申请日：2013-02-11

Applicant: Mehmet C. Balasaygun ,  Rajeshwari Edamadaka ,  Harsh V. Mendiratta ,  Stephen M. Milton ,  Timothy I. Ross

Inventor： Mehmet C. Balasaygun ,  Rajeshwari Edamadaka ,  Harsh V. Mendiratta ,  Stephen M. Milton ,  Timothy I. Ross

IPC: G01R31/08 ,  H04L29/08 ,  H04L12/66

CPC classification number: H04L67/142 ,  H04L12/66

Abstract: A call processing system includes a call processing server. The call processing server processes calls for an internal network that employs SIP features and functions. The call processing server can receive calls from or send calls to one or more external communication endpoints that are not part of the internal network. However, the call processing server can associate a floating user agent with the communication from the external communication endpoint and lock the floating user agent to a gateway. After locking onto a gateway and initiating the call, the floating user agent can then publish call event status and receive SIP primitives similar to other SIP-enabled devices.

Abstract translation: 呼叫处理系统包括呼叫处理服务器。 呼叫处理服务器处理使用SIP功能和功能的内部网络的呼叫。 呼叫处理服务器可以从不属于内部网络的一个或多个外部通信端点接收呼叫或向其发送呼叫。 然而，呼叫处理服务器可以将浮动用户代理与来自外部通信端点的通信相关联，并将浮动用户代理锁定到网关。 在锁定到网关并发起呼叫之后，浮动用户代理可以发布呼叫事件状态并接收类似于其他支持SIP的设备的SIP原语。