公开(公告)号：US07693274B2

公开(公告)日：2010-04-06

申请号：US11133933

申请日：2005-05-20

Applicant: Martin R. Eppel ,  Labhesh Patel ,  Aaron Tong

Inventor： Martin R. Eppel ,  Labhesh Patel ,  Aaron Tong

IPC: H04M3/00 ,  H04M5/00

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：US07684434B2

公开(公告)日：2010-03-23

申请号：US11120912

申请日：2005-05-03

Applicant: Shmuel Shaffer ,  Labhesh Patel

Inventor： Shmuel Shaffer ,  Labhesh Patel

IPC: H04L12/66 ,  H04M3/42

CPC classification number: H04L67/14

Abstract: A method for facilitating a data session in a communications environment is provided that includes initiating, by a first endpoint, a call that is intended for a second endpoint. The method also includes invoking, by the first endpoint, an eCamp-On™ feature in response to the second endpoint being unavailable. The eCamp-On™ feature initiates a new call between the first and second endpoints once the second endpoint is available. Presence data associated with the first endpoint may be leveraged in order to make the new call.

Abstract translation: 提供了一种促进通信环境中的数据会话的方法，其包括由第一端点发起旨在用于第二端点的呼叫。 该方法还包括由第一端点调用响应于第二端点不可用的eCamp-On TM特征。 一旦第二个端点可用，eCamp-On™功能会在第一个和第二个端点之间启动一个新的呼叫。 可以利用与第一端点相关联的存在数据，以便进行新的呼叫。

公开(公告)号：US07660405B2

公开(公告)日：2010-02-09

申请号：US11378602

申请日：2006-03-17

Applicant: Mukul Jain ,  Shmuel Shaffer ,  Denise Caballero-Mccann ,  Labhesh Patel

Inventor： Mukul Jain ,  Shmuel Shaffer ,  Denise Caballero-Mccann ,  Labhesh Patel

IPC: H04M3/42 ,  H04L12/66

CPC classification number: H04L29/06027 ,  H04L65/1096 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/42374 ,  H04M3/424 ,  H04M3/48 ,  H04M2203/1008

Abstract: A system and method for enabling an enhanced camp-on feature for a communications device. In an illustrative embodiment, the system includes a first mechanism for providing information pertaining to why a first user of a first communications device is unable to be contacted. A second mechanism enables a second user of a second communications device to make a camp-on selection based on the information. In a more specific embodiment, the information includes state information pertaining to the first communications device. The first means includes a first module running on the first communications device. The first module is adapted to selectively relay the state information to an entity connected to the network. In the specific embodiment, the entity connected to the network includes Private Branch eXchange (PBX) system.

Abstract translation: 一种用于启用用于通信设备的增强的驻留特征的系统和方法。 在说明性实施例中，系统包括用于提供关于为什么第一通信设备的第一用户不能被联系的信息的第一机制。 第二机制使得第二通信设备的第二用户能够基于该信息进行驻留选择。 在更具体的实施例中，信息包括属于第一通信设备的状态信息。 第一装置包括在第一通信设备上运行的第一模块。 第一模块适于将状态信息选择性地中继到连接到网络的实体。 在具体实施例中，连接到网络的实体包括专用分支交换（PBX）系统。

公开(公告)号：US07653183B2

公开(公告)日：2010-01-26

申请号：US11278903

申请日：2006-04-06

Applicant: Labhesh Patel ,  Sanjeev Kumar ,  Ashish S. Chirputkar ,  Christopher E. Pearce

Inventor： Labhesh Patel ,  Sanjeev Kumar ,  Ashish S. Chirputkar ,  Christopher E. Pearce

IPC: H04M11/06

CPC classification number: H04M3/493 ,  H04M1/72555 ,  H04M7/0036 ,  H04M2201/20

Abstract: A method and system is described to provide data to an Interactive Voice Response (IVR) System. The method may comprise accessing an image communicated from a voice-communication device and communicating the image to an optical character recognition (OCR) module. Thereafter, data extracted from the image by the OCR module may be accessed and communicated for use in one or more IVR processes. The extracted data may be communicated to the device and confirmation that the extracted data corresponds to data in the image may be monitored. For example, the method may discover capabilities of the device to identify different communication options to communicate the image from the device. The options may be communicated to the device for presentation to a user. Upon receiving an indication of an option selected by the user, the IVR system may be configured to allow receipt of the image via the user selected option.

Abstract translation: 描述了一种方法和系统来向交互式语音响应（IVR）系统提供数据。 该方法可以包括访问从语音通信设备传送的图像并将图像传送到光学字符识别（OCR）模块。 此后，可通过OCR模块从图像提取的数据被访问并传送以用于一个或多个IVR处理。 提取的数据可以被传送到设备，并且可以监视提取的数据对应于图像中的数据的确认。 例如，该方法可以发现设备的能力来识别用于从设备传送图像的不同通信选项。 可以将选项传送到设备以呈现给用户。 在接收到由用户选择的选项的指示时，IVR系统可以被配置为允许经由用户选择的选项接收图像。

公开(公告)号：US20090204320A1

公开(公告)日：2009-08-13

申请号：US12030026

申请日：2008-02-12

Applicant: Shmuel Shaffer ,  Ramanathan T. Jagadeesan ,  Bich Tu Nguyen ,  Gregory D. Pelton ,  Labhesh Patel

Inventor： Shmuel Shaffer ,  Ramanathan T. Jagadeesan ,  Bich Tu Nguyen ,  Gregory D. Pelton ,  Labhesh Patel

IPC: G01C21/34

CPC classification number: G01C21/3492 ,  G01C21/3415 ,  G08G1/096811

Abstract: A method includes receiving a request to determine a route between a starting location and a destination location. The method also includes determining a first route between the starting location and the destination location using predictive traffic data for at least one location between the starting location and the destination location. The method further includes providing the first route.

Abstract translation: 一种方法包括接收确定起始位置和目的地位置之间的路线的请求。 该方法还包括使用用于起始位置和目的地位置之间的至少一个位置的预测业务数据来确定起始位置和目的地位置之间的第一路线。 该方法还包括提供第一路线。

公开(公告)号：US20090111431A1

公开(公告)日：2009-04-30

申请号：US11929461

申请日：2007-10-30

Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Ramanathan T. Jagadeesan ,  Bich T. Nguyen ,  Gregory D. Pelton

Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Ramanathan T. Jagadeesan ,  Bich T. Nguyen ,  Gregory D. Pelton

IPC: H04M3/42 ,  H04Q7/20

CPC classification number: H04M1/7253 ,  H04M1/6091

Abstract: In an embodiment, a method includes identifying a first component device of a plurality of component devices in a communication network and determining that the first component device is operable to perform a first function of a plurality of functions associated with a mobile endpoint. The method also includes distributing the first function from the mobile endpoint to the first component device in response to determining that the first component device is operable to perform a first function of the plurality of functions associated with the mobile endpoint.

Abstract translation: 在一个实施例中，一种方法包括识别通信网络中的多个组件设备的第一组件设备，并且确定第一组件设备可操作以执行与移动端点相关联的多个功能的第一功能。 该方法还包括响应于确定第一组件设备可操作以执行与移动端点相关联的多个功能的第一功能，将第一功能从移动端点分发到第一组件设备。

公开(公告)号：US20090086933A1

公开(公告)日：2009-04-02

申请号：US11865307

申请日：2007-10-01

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

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

IPC: H04M11/00 ,  G10L15/04 ,  H04M1/64

CPC classification number: G10L17/26 ,  G10L21/0208 ,  G10L2021/065

Abstract: In an example embodiment, a system that appropriately routes calls to an agent at a contact center based on the agent's voice and/or hearing characteristics. The agent is selected by matching speech and hearing characteristics of a caller with the speech and hearing characteristics of an agent. In order to find the best match for the caller, the contact center determines if the caller is hearing impaired, and if so determines a suitable frequency range for the caller. If a match cannot be found, the agent's and/or caller's voice may be shifted in real time and adjusted to a frequency range that is best suited for the caller.

Abstract translation: 在示例实施例中，基于代理的语音和/或听觉特征，适当地将呼叫路由到联络中心的代理的系统。 通过将呼叫者的语音和听觉特征与代理的语音和听觉特征相匹配来选择代理。 为了找到呼叫者的最佳匹配，联络中心确定呼叫者是否听力受损，如果确定呼叫者的合适频率范围。 如果找不到匹配，代理和/或呼叫者的语音可能被实时移动并调整到最适合呼叫者的频率范围。

公开(公告)号：US07471774B2

公开(公告)日：2008-12-30

申请号：US11013222

申请日：2004-12-14

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

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

IPC: H04M1/64

CPC classification number: H04M3/5166 ,  H04M2203/551

Abstract: Disclosed is a method for providing communication with an interactive voice response system that includes establishing a communication session between a caller and an interactive voice response system. The communication session includes a call thread. The method includes detecting a pause condition associated with the communication session and pausing the call thread. A pause point in the call thread is determined when the call thread is paused. A reminder message may then be communicated to the caller at predefined intervals. The reminder message may include instructions to the caller for resuming the call thread. The method may also include receiving an indication to resume the call thread and resuming the call thread at the pause point.

Abstract translation: 公开了一种用于与交互式语音应答系统进行通信的方法，其包括在呼叫者和交互式语音响应系统之间建立通信会话。 通信会话包括一个呼叫线程。 该方法包括检测与通信会话相关联的暂停条件并暂停呼叫线程。 呼叫线程暂停时确定暂停点。 然后可以预定义的间隔将提醒消息传达给呼叫者。 提醒消息可以包括向呼叫者恢复呼叫线程的指令。 该方法还可以包括接收恢复呼叫线程并在暂停点恢复呼叫线程的指示。

公开(公告)号：US20080310398A1

公开(公告)日：2008-12-18

申请号：US11763330

申请日：2007-06-14

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

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

IPC: H04L12/66

CPC classification number: H04M3/42187 ,  G10L15/26 ,  G10L25/78 ,  H04M3/5232 ,  H04M3/56 ,  H04M2201/40 ,  H04M2203/2088 ,  H04M2203/5072 ,  H04M2242/04

Abstract: A method and system of prioritizing calls based on audio stream analysis includes receiving a plurality of calls, wherein each call comprises an audio stream. The audio stream associated with one of the calls is analyzed for pre-determined audio characteristics. The call is processed based on the audio characteristics of the call. A system for prioritizing calls includes a multipoint control unit for receiving calls. An audio stream capture system captures an audio stream from the calls. The audio stream is analyzed by the capture system according to one or more selected criteria and an urgency priority ranking is determined for each call. The calls are ranked in a queue database according to urgency priority. A controller manages the audio stream capture system, the audio analyzer and queue database computer system.

Abstract translation: 基于音频流分析对呼叫进行优先级排序的方法和系统包括接收多个呼叫，其中每个呼叫包括音频流。 与一个呼叫相关联的音频流被分析以获得预定的音频特征。 呼叫根据呼叫的音频特性进行处理。 用于优先呼叫的系统包括用于接收呼叫的多点控制单元。 音频流捕获系统捕获来自呼叫的音频流。 根据一个或多个所选标准，捕获系统分析音频流，并且为每个呼叫确定紧急度优先级排序。 呼叫根据紧急优先级排列在队列数据库中。 控制器管理音频流捕获系统，音频分析器和队列数据库计算机系统。

公开(公告)号：US20080127231A1

公开(公告)日：2008-05-29

申请号：US11606274

申请日：2006-11-28

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

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

IPC: G06F3/048 ,  G06F13/00

CPC classification number: G06Q10/109 ,  Y10S715/963

Abstract: In one embodiment, a method includes scanning, by an automated tool, a set of application programs and/or systems associated with a user, the set including one or more action items calendared in a relevant time period that includes one or more days when the user intends to be out of the office. The one or more action items are then presented to the user via a user interface. Responsive to input received, each of one or more delegates correspondingly assigned to the one or more action items is automatically notified of the assignment. 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，一种方法包括通过自动化工具扫描与用户相关联的一组应用程序和/或系统，所述组包括在相关时间段内压缩的一个或多个动作项目，所述动作项目包括一天或多天 用户打算离开办公室。 然后通过用户界面将一个或多个动作项呈现给用户。 响应于接收的输入，相应地分配给一个或多个动作项目的一个或多个代表中的每一个被自动通知分配。 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。