公开(公告)号：US20060262921A1

公开(公告)日：2006-11-23

申请号：US11133933

申请日：2005-05-20

Applicant: Martin Eppel ,  Labhesh Patel ,  Aaron Tong

Inventor： Martin Eppel ,  Labhesh Patel ,  Aaron Tong

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M2203/552

Abstract: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract translation: 用于在联络中心处为呼叫者提供服务的系统和方法包括处理器子系统和包括可由处理器子系统执行的代码的一个或多个模块。 执行调用自动呼叫分配器（ACD）协作应用程序的代码，其向呼叫者提供列出呼叫者与之交互的每个代理的视觉或听觉呼叫会话历史。 ACD协作应用程序还向呼叫者提供请求返回到呼叫会话历史中列出的先前代理的选项。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。

公开(公告)号：US20060256954A1

公开(公告)日：2006-11-16

申请号：US11125632

申请日：2005-05-10

Applicant: Labhesh Patel ,  Johnny Lee ,  Fadi Jabbour ,  David Lee

Inventor： Labhesh Patel ,  Johnny Lee ,  Fadi Jabbour ,  David Lee

IPC: H04M3/00

CPC classification number: H04M3/51 ,  H04M3/323 ,  H04M2203/403

Abstract: A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the method includes receiving an incoming call from a caller for connection with one of a plurality of agents. Also, the method includes terminating playback of the recorded training call and connecting the agent to the incoming call.

Abstract translation: 用于向自动呼叫分配中心的代理提供训练的方法包括确定代理是否空闲，并且响应于确定代理空闲，启动对代理的记录的训练呼叫的回放。 另外，该方法包括从呼叫者接收来自多个代理之一的连接的呼入。 此外，该方法包括终止记录的训练呼叫的重放并将该代理连接到来电。

公开(公告)号：US08300627B2

公开(公告)日：2012-10-30

申请号：US11497968

申请日：2006-08-02

Applicant: Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel ,  Joseph F. Khouri

Inventor： Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel ,  Joseph F. Khouri

IPC: H04L12/66

CPC classification number: H04M3/54 ,  H04M3/02 ,  H04M3/42034 ,  H04M3/42051 ,  H04M3/42068 ,  H04M3/42314 ,  H04M7/006 ,  H04M19/041 ,  H04M2201/38

Abstract: In one embodiment, a telephony system includes a memory that stores one or more call preferences of a user, and a central call routing entity that enables a user to set a call forwarding rule. In accordance with the call forwarding rule and in response to an incoming call to a first telephone device of the user, the call routing entity routing the incoming call to a second telephone device along with a message indicating that the one or more call preferences of the user are stored in the memory. The one or more call preferences are then fetched and applied at the second telephone device. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

Abstract translation: 在一个实施例中，电话系统包括存储用户的一个或多个呼叫偏好的存储器，以及允许用户设置呼叫转移规则的中央呼叫路由实体。 根据呼叫转移规则并且响应于对用户的第一电话设备的呼入，呼叫路由实体将呼入呼叫路由到第二电话设备以及指示呼叫转移规则的一个或多个呼叫偏好的消息 用户存储在内存中。 然后在第二电话设备处获取并应用一个或多个呼叫偏好。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。

公开(公告)号：US08077842B2

公开(公告)日：2011-12-13

申请号：US11137049

申请日：2005-05-25

Applicant: Labhesh Patel ,  Johnny H. Lee ,  Fadi R. Jabbour ,  David C. Lee

Inventor： Labhesh Patel ,  Johnny H. Lee ,  Fadi R. Jabbour ,  David C. Lee

IPC: H04M1/64

CPC classification number: H04M3/53 ,  H04M3/5335 ,  H04M3/537 ,  H04M2203/2072

Abstract: A method for providing communication service includes determining that a call was not answered by an intended recipient of the call and determining a due date associated with the call. The method also includes communicating the due date to the intended recipient.

Abstract translation: 一种用于提供通信服务的方法包括确定呼叫未被呼叫的预期接收者应答，并确定与该呼叫相关联的到期日。 该方法还包括将到期日期传达给预期接收者。

公开(公告)号：US07864944B2

公开(公告)日：2011-01-04

申请号：US11288574

申请日：2005-11-29

Applicant: Joseph F. Khouri ,  Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Gebran George Chahrouri

Inventor： Joseph F. Khouri ,  Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Gebran George Chahrouri

IPC: H04M3/00

CPC classification number: H04M3/51 ,  H04M3/42068 ,  H04M3/5233 ,  H04M2203/2011 ,  H04M2203/2061

Abstract: A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays the rate of speech of the caller to the agent during the call session. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract translation: 用于处理从呼叫者到呼叫中心的呼叫的系统和方法包括接收呼叫并将呼叫路由到代理的自动呼叫分配器（ACD）。 模块用于计算呼叫者的语音速率，并且显示器在呼叫会话期间以图形方式将呼叫者的语音速率显示给代理。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。 37 CFR 1.72（b）。

公开(公告)号：US20080063181A1

公开(公告)日：2008-03-13

申请号：US11466380

申请日：2006-08-22

Applicant: Joseph Khouri ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

Inventor： Joseph Khouri ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

IPC: H04M1/00

CPC classification number: H04M3/42 ,  H04M1/6505 ,  H04M1/654 ,  H04M1/663 ,  H04M3/53 ,  H04M2203/25 ,  H04M2203/654

Abstract: A system and method of responding to an incoming voice call are described. The method may comprise receiving the incoming call at a voice communication device, monitoring a user input via the voice communication device and generating a user control signal in response to the user input. The user control signal may identify that termination of ring functionality associated with the incoming call is at least to be delayed. Further, a system and method are described of processing a voice call to a voice communication device. The method may comprise communicating the voice call to a voice communication device and receiving from the voice communication device a user control signal in response to a user input. Termination of ring functionality may be at least delayed in response to the user control signal. The invention extends to a device to process a voice call to a voice communication device.

Abstract translation: 描述响应传入语音呼叫的系统和方法。 该方法可以包括在语音通信设备处接收来话呼叫，经由语音通信设备监视用户输入并响应于用户输入生成用户控制信号。 用户控制信号可以标识出与来电相关联的铃声功能的终止至少被延迟。 此外，描述了处理对语音通信设备的语音呼叫的系统和方法。 该方法可以包括将语音呼叫传送到语音通信设备，并且响应于用户输入从语音通信设备接收用户控制信号。 响应于用户控制信号，振铃功能的终止可能至少被延迟。 本发明扩展到处理对语音通信设备的语音呼叫的设备。

公开(公告)号：US20070115348A1

公开(公告)日：2007-05-24

申请号：US11260057

申请日：2005-10-27

Applicant: Martin Eppel ,  Aaron Tong ,  Mukul Jain ,  Labhesh Patel

Inventor： Martin Eppel ,  Aaron Tong ,  Mukul Jain ,  Labhesh Patel

IPC: H04N7/14 ,  H04M3/42

CPC classification number: H04M3/56 ,  H04L12/1818 ,  H04L29/06027 ,  H04L65/403 ,  H04M3/565

Abstract: A method and a system for automatic scheduling of a conference in a network are provided. A conference is scheduled and organized, based on agenda and conference session parameters. The conference is scheduled on the basis of the signal received by the user input device, specifying the state of the conference sessions. Sessions are modified on the basis of the alerts generated. The participants of the conference are automatically informed about the modification of the sessions.

Abstract translation: 提供了一种用于网络中的会议的自动调度的方法和系统。 根据议程和会议参数安排和组织会议。 会议是根据用户输入设备接收到的信号进行安排的，指定会议状态。 会话根据生成的警报进行修改。 会议的参与者将自动通知会议的修改。

公开(公告)号：US20070011678A1

公开(公告)日：2007-01-11

申请号：US11177519

申请日：2005-07-07

Applicant: Johnny Lee ,  Labhesh Patel ,  David Lee ,  Fadi Jabbour

Inventor： Johnny Lee ,  Labhesh Patel ,  David Lee ,  Fadi Jabbour

IPC: G06F9/46

CPC classification number: G06Q10/109 ,  G06Q10/02 ,  G06Q10/025 ,  G06Q10/06311

Abstract: A template that lists a shared task is received at a first device. The template is also distributed in parallel to a plurality of other devices. When information indicating that the action has been performed is received, the template is updated at the first device and also at the other devices to indicate that the action has been performed.

Abstract translation: 列出共享任务的模板在第一个设备处被接收。 该模板也与多个其他设备并行分布。 当接收到指示已经执行了动作的信息时，在第一设备和其他设备处更新模板以指示已经执行了动作。

公开(公告)号：US20050260974A1

公开(公告)日：2005-11-24

申请号：US10851317

申请日：2004-05-21

Applicant: Johnny Lee ,  Aristotle Cruz ,  Fadi Jabbour ,  David Lee ,  Labhesh Patel

Inventor： Johnny Lee ,  Aristotle Cruz ,  Fadi Jabbour ,  David Lee ,  Labhesh Patel

IPC: H04L12/58 ,  H04L29/08 ,  H04M11/10

CPC classification number: H04L67/24 ,  H04L51/04 ,  H04M11/10

Abstract: A method for communicating a reminder message includes establishing a first connection between a user and a reminder center. The method includes communicating, from the user to the reminder center, a reminder time. The method also includes scheduling a reminder message at the reminder center, and terminating the first connection between the user and the reminder center. The method includes selecting, at the reminder center, a preferred endpoint associated with the user, from a plurality of endpoints associated with the user. The method also includes attempting to establish a second connection between the user and the reminder center, using the preferred endpoint associated with the user, at is approximately the reminder time, and communicating the reminder message from the reminder center to the user.

Abstract translation: 用于传达提醒消息的方法包括建立用户和提醒中心之间的第一连接。 该方法包括从用户向提醒中心传达提醒时间。 该方法还包括在提醒中心处调度提醒消息，并终止用户和提醒中心之间的第一连接。 所述方法包括在提醒中心从与用户相关联的多个端点中选择与用户相关联的优选端点。 该方法还包括尝试在大约提醒时间使用与用户相关联的优选端点来建立用户与提醒中心之间的第二连接，以及将提醒消息从提醒中心传送给用户。

公开(公告)号：US06850615B1

公开(公告)日：2005-02-01

申请号：US09882705

申请日：2001-06-14

Applicant: Labhesh Patel ,  Chris See Liang Yeo ,  Martine Schepers

Inventor： Labhesh Patel ,  Chris See Liang Yeo ,  Martine Schepers

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/51 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/5238

Abstract: A method and system are provided for availing to an external user, in real time, particular information regarding the availability of at least one agent in an automatic call distribution (“ACD”) system, e.g., prior to the connection being made. Initially, status data is received from the ACD system. The status data may include a number of agents available on the ACD system and/or a current wait time that at least one further user is waiting to be connected the agent. Then, the status data is configured so that the external user is able to obtain the particular information based on the status data.

Abstract translation: 提供了一种方法和系统，用于实时地向外部用户提供关于自动呼叫分配（“ACD”）系统中的至少一个代理的可用性的特定信息，例如在进行连接之前。 最初，从ACD系统接收状态数据。 状态数据可以包括在ACD系统上可用的许多代理和/或至少另外一个用户等待连接到代理的当前等待时间。 然后，配置状态数据，使得外部用户能够基于状态数据获得特定信息。