公开(公告)号：US09854092B1

公开(公告)日：2017-12-26

申请号：US15438903

申请日：2017-02-22

Applicant: Gilbert J. Yablon

Inventor： Gilbert J. Yablon

IPC: H04M1/00 ,  H04M3/00 ,  H04M7/00 ,  H04M3/44 ,  H04M1/2745

CPC classification number: H04M3/44 ,  H04M1/274533 ,  H04M1/274566 ,  H04M1/274575 ,  H04M2201/22 ,  H04M2201/36 ,  H04Q3/76 ,  H04Q2213/13097 ,  H04Q2213/13331

Abstract: A computerized system and related method for assisting a user with placing a telephonic call, comprising a user specifying an originally-specified telephone number to place an intended telephonic call, which telephone number, as originally-specified, for at least one particular reason, cannot be used to successfully complete the intended telephonic call; after specifying the originally-specified telephone number, later specifying later-specified telephone number elements, including the possible deleting, ignoring or changing of part of the originally-specified telephone number and/or related dialing elements; and causing the telephonic call to be successfully signaled using the originally-specified telephone number in combination with the later-specified telephone number elements, without the user having to re-specify the originally-specified telephone number; wherein: the originally-specified telephone number is stored in a redial memory, for purpose of the deleting, ignoring or changing and signaling, until the user initiates a brand new dialing effort to place a new telephonic call.

公开(公告)号：US20170353606A1

公开(公告)日：2017-12-07

申请号：US15686945

申请日：2017-08-25

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5234 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: determining a first ordering of a plurality of contacts according to a behavioral pairing strategy with a balanced contact utilization; determining a second ordering of the plurality of contacts according to a performance-based routing strategy with an unbalanced contact utilization; determining a third ordering of the plurality of agents according to a combination of the first ordering and the second ordering having a skewed contact utilization between the balanced contact utilization and the unbalanced contact utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting an agent to a contact of the plurality of contacts in the contact center system.

公开(公告)号：US09787841B2

公开(公告)日：2017-10-10

申请号：US14956074

申请日：2015-12-01

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia Chishti ,  Vikash Khatri

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5234 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering an agent; ordering a plurality of contacts; applying, by at least one processor, a hybridization function to the ordering of the plurality of contacts to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the agent and a first contact in a first pair with a second difference in ordering between the agent and a second contact different from the first contact in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.

公开(公告)号：US09774740B2

公开(公告)日：2017-09-26

申请号：US15221698

申请日：2016-07-28

Applicant: Afiniti Europe Technologies Limited

Inventor： Zia Chishti

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5236 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor configured for contact center operations, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies, wherein at least one contact was paired in a sequence of contact interactions to reach a final outcome during a final contact interaction of the sequence of contact interactions.

公开(公告)号：US20170237856A1

公开(公告)日：2017-08-17

申请号：US15584769

申请日：2017-05-02

Applicant: Micro Macro Assets, LLC

Inventor： Senraj Soundar

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/58 ,  H04M3/54

CPC classification number: H04M3/51 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5235 ,  H04M3/54 ,  H04M3/58 ,  H04M2201/14 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/357 ,  H04M2203/404

Abstract: A system and method for establishing a communication with a customer by an agent, via one or more communication modes includes an agent computer and a second computer. The agent computer receives an identify notification that enables the agent computer to identify a customer for the communication, and receives agent schedule information that enables identifying a schedule timeslot of the agent as predicted by the system for a communication session. The second computer provides the identify notification enabling the agent computer to identify the identified customer. The system predicts the schedule timeslot of the agent, by taking into account a number of agent based touches that may need to be executed.

公开(公告)号：US20170201622A1

公开(公告)日：2017-07-13

申请号：US15312923

申请日：2015-07-05

Applicant: MOTOROLA SOLUTIONS, INC.

Inventor： Xun FEI ,  Dajun CHEN ,  Yong TIAN ,  Hongxia WANG

IPC: H04M3/42 ,  H04M3/436 ,  H04M1/2745

CPC classification number: H04M3/42102 ,  H04M1/274508 ,  H04M1/274516 ,  H04M3/08 ,  H04M3/42 ,  H04M3/42382 ,  H04M3/436 ,  H04M2201/16 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/558 ,  H04M2242/22

Abstract: A method and apparatus for detecting a stale number. A stale number detection device obtains a call number, a call number contact creation date, and a call number issue date for the call number. The stale number detection device determines that a stale number state exists when the call number issue date is later than the call number contact creation date. The stale number detection device generates a stale number notification based on the stale number state.

公开(公告)号：US09654624B2

公开(公告)日：2017-05-16

申请号：US14138146

申请日：2013-12-23

Applicant: Xiaomi Inc.

Inventor： Na Wang ,  Ling Zhu ,  Tianyang Zhou

IPC: H04M3/42

CPC classification number: H04M3/42221 ,  H04M2201/36

Abstract: The present disclosure discloses a method, a device, and a mobile terminal for performing automatic recording. The method comprises: obtaining content of an ongoing call; performing a recording operation on the content of the ongoing call, and saving a recording of the content of the ongoing call in a predefined region of a system ring buffer. The technical solutions provided in the present disclosure solve the problems of troublesome manual recording adjustments and excessive waste of system resources arising from recording valueless call content, thereby improving user experience.

公开(公告)号：US09633487B2

公开(公告)日：2017-04-25

申请号：US15061910

申请日：2016-03-04

Applicant: Gillian Switalski ,  Andrew William Wright

Inventor： Andrew William Wright

IPC: G06F7/00 ,  G08C19/12 ,  G07C5/00 ,  G07C5/08 ,  G06F17/00 ,  G09B19/14 ,  G06Q40/08 ,  G07C5/02 ,  H04M1/725

CPC classification number: G07C5/02 ,  G06F17/00 ,  G06Q40/08 ,  G07C5/008 ,  G07C5/0858 ,  G07C5/0866 ,  G09B5/02 ,  G09B19/14 ,  H04M1/6041 ,  H04M1/6075 ,  H04M1/72525 ,  H04M1/72527 ,  H04M1/7253 ,  H04M1/72569 ,  H04M2201/36 ,  H04M2250/12 ,  H04M2250/74

Abstract: Methods and systems for logging driving information associated with a vehicle when driven are disclosed. In one aspect, a mobile telecommunications device is provided that is adapted for installation to a vehicle and configured to log driving information associated with the vehicle when driven. The mobile device is arranged to register the start of a driving period during which the mobile device is installed to the vehicle and the vehicle is being driven by a driver. The mobile device is also arranged to process sensor data during the driving period to derive driving information associated with how the vehicle is driven. The mobile device is also arranged to store a selection of the driving information to a memory.

公开(公告)号：US20160295023A1

公开(公告)日：2016-10-06

申请号：US15180771

申请日：2016-06-13

Applicant: KAYOTE NETWORKS, INC

Inventor： Baruch Sterman ,  David Schwartz ,  Eli Katz

IPC: H04M7/12 ,  H04L29/12

CPC classification number: H04M7/128 ,  H04L12/66 ,  H04L61/1511 ,  H04L61/157 ,  H04L61/6009 ,  H04M7/123 ,  H04M2201/18 ,  H04M2201/36

Abstract: A method for telephony includes receiving at an Internet telephony service provider a subscriber request to place a call to a telephone number. A cache associated with the internet telephony service provider is queried to check if the cache holds a record for the telephone number. If the cache holds the record, the record is obtained. If the cache does not hold the record, a request is sent to a database server that maintains a database of records associating endpoint user terminal telephone numbers of subscribers with respective packet network addresses of the endpoint user terminal. The call is placed to the endpoint user terminal telephone number via a public switched telephone network whilst the request is sent to the database server to retrieve the packet network address of the endpoint user terminal to which calls to the telephone number should be placed.

Abstract translation: 一种用于电话的方法包括：在因特网电话服务提供商处接收用户呼叫到电话号码的用户请求。 查询与互联网电话服务提供商相关联的高速缓存以检查高速缓存是否保存电话号码的记录。 如果缓存保存该记录，则获得该记录。 如果高速缓存不保存记录，则向数据库服务器发送一个请求，数据库服务器维护一个记录数据库，将终端用户终端电话号码与端点用户终端的相应分组网络地址相关联。 该呼叫经由公共交换电话网络被发送到端点用户终端电话号码，同时该请求被发送到数据库服务器以检索应该向电话号码呼叫的端点用户终端的分组网络地址。

公开(公告)号：US09462238B1

公开(公告)日：2016-10-04

申请号：US12914991

申请日：2010-10-28

Applicant: Robert John Barnes

Inventor： Robert John Barnes

IPC: H04N5/77 ,  H04N9/80 ,  H04N9/29 ,  G11B27/10

CPC classification number: H04N9/29 ,  G11B27/10 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5233 ,  H04M2201/36 ,  H04M2201/38

Abstract: Methods and systems for monitoring a remote agent. An agent's workstation may be provided with an application that receives a trigger condition at an agent workstation during a communication between the remote agent and a caller. During the communication, it may be determined if video imagery of the remote agent is required. If so, video imagery capture may be triggered. The video imagery may be associated with activities of the remote agent during the capture, and the video imagery stored at a recorder for later playback.

Abstract translation: 用于监视远程代理的方法和系统。 代理工作站可以被提供有在远程代理和呼叫者之间的通信期间在代理工作站处接收触发条件的应用。 在通信期间，可能确定是否需要远程代理的视频图像。 如果是这样，可能会触发视频图像捕获。 视频图像可能与捕获期间远程代理的活动相关联，并且视频图像存储在记录器中以供以后播放。