公开(公告)号：US20070180060A1

公开(公告)日：2007-08-02

申请号：US11346410

申请日：2006-02-02

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

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

IPC: G06F15/16

CPC classification number: G06Q10/107 ,  H04L51/066 ,  H04L51/36 ,  H04M3/53333 ,  H04M2203/355 ,  H04M2203/4509

Abstract: A unified messaging system for an enterprise includes a messaging module operable to store a message sent by a first user to a second user in a first media type, and to deliver the message to the second user in either the first type or a second media type. A natural language speech parsing (NLSP) module coupled with the messaging module is operable to detect an actionable item contained within the message, the messaging module dynamically modifying a response menu to include an option corresponding to the actionable item, and then presenting the modified response menu to the second user concurrent with or following delivery of the message. 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: 用于企业的统一消息系统包括消息传送模块，其可操作以将第一用户发送的消息以第一媒体类型存储到第二用户，并且以第一类型或第二媒体类型将消息传递给第二用户 。 与消息传递模块耦合的自然语言语音解析（NLSP）模块可操作以检测包含在消息内的可操作项目，消息传递模块动态地修改响应菜单以包括与可操作项目相对应的选项，然后呈现修改的响应 到第二个用户的菜单，同时发送或在发送消息之后。 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：US20060256950A1

公开(公告)日：2006-11-16

申请号：US11126700

申请日：2005-05-11

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

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

IPC: H04M3/00

CPC classification number: H04M3/5235 ,  H04M3/382 ,  H04M3/493 ,  H04M3/5166 ,  H04M2203/2066

Abstract: A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. 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: 用于在联络中心处服务呼叫者的系统和方法包括提示呼叫者与呼叫者的残疾证书相关联的密码，然后访问包含认证密码的证书的数据库以检索证书中列出的信息。 证书信息包括呼叫者的一种残疾。 在认证之后，系统提供适合于呼叫者的残疾类型的服务响应。 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：US08412173B2

公开(公告)日：2013-04-02

申请号：US11173052

申请日：2005-07-01

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: H04M3/00

CPC classification number: H04M3/48 ,  H04M2203/551

Abstract: A method for providing a contact attempt service includes detecting an attempt of a first user to contact a second user through a first communication method and detecting contact between the first user and the second user through a second communication method. The method also includes removing a contact attempt indicator associated with the attempt of the first user to contact the second user through the first communication method.

Abstract translation: 一种用于提供接触尝试服务的方法包括：通过第一通信方法检测第一用户尝试联系第二用户，并通过第二通信方法检测第一用户与第二用户之间的联系。 该方法还包括移除与第一用户尝试通过第一通信方法联系第二用户的尝试相关联的联系人尝试指示符。

公开(公告)号：US07940913B2

公开(公告)日：2011-05-10

申请号：US11126700

申请日：2005-05-11

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

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

IPC: H04M3/00

CPC classification number: H04M3/5235 ,  H04M3/382 ,  H04M3/493 ,  H04M3/5166 ,  H04M2203/2066

Abstract: A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. 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: 用于在联络中心处服务呼叫者的系统和方法包括提示呼叫者与呼叫者的残疾证书相关联的密码，然后访问包含认证密码的证书的数据库以检索证书中列出的信息。 证书信息包括呼叫者的一种残疾。 在认证之后，系统提供适合于呼叫者的残疾类型的服务响应。 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：US07899161B2

公开(公告)日：2011-03-01

申请号：US11546265

申请日：2006-10-11

Applicant: Vinod Katkam ,  Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel

Inventor： Vinod Katkam ,  Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel

IPC: H04M11/06

CPC classification number: H04M11/10 ,  H04M3/533

Abstract: In one embodiment, a voicemail messaging system provides a user with the ability to record a voicemail message that includes at least one static portion and a dynamic content portion. When the voicemail message is accessed for listening by a recipient the dynamic content portion is filled with information retrieved via a URL link. 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，语音邮件消息系统向用户提供记录包括至少一个静态部分和动态内容部分的语音邮件消息的能力。 当接收到语音邮件消息以由收件人收听时，动态内容部分被填充通过URL链接检索的信息。 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的主题。

公开(公告)号：US07657263B1

公开(公告)日：2010-02-02

申请号：US10104564

申请日：2002-03-21

Applicant: Gebran G. Chahrouri ,  Kevin T. Collins ,  Labhesh Patel ,  Chris S. L. Yeo

Inventor： Gebran G. Chahrouri ,  Kevin T. Collins ,  Labhesh Patel ,  Chris S. L. Yeo

IPC: H04L29/06 ,  H04M5/00

CPC classification number: H04M3/5232 ,  H04M3/42059 ,  H04M3/5166 ,  H04M2203/2011

Abstract: A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent's desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.

Abstract translation: 一种路由自动呼叫分配器系统的呼叫的方法，该方法包括接收第一工作流，包括与多个代理的第一代理相关联的所需行为，以及从相应用户接收至少一个与所述代理之一的连接的请求 。 该方法还包括在第一代理程序可用于与其中一个请求进行连接后监视系统信息和执行第一工作流。 所述方法包括选择所述至少一个请求的第一请求，其中基于所述第一代理人的期望行为和所监视的系统信息来选择所述第一请求，以及将所述第一请求连接到所述第一代理。 该方法还可以包括接收第一代理可用于与相应用户之一连接的通知，以及在接收到第一代理可用的通知之后执行第一工作流。

公开(公告)号：US07532877B2

公开(公告)日：2009-05-12

申请号：US10851317

申请日：2004-05-21

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

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

IPC: 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：US20080151038A1

公开(公告)日：2008-06-26

申请号：US11643606

申请日：2006-12-20

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

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

IPC: H04N7/14

CPC classification number: H04N7/147 ,  G06K9/00221 ,  G06K9/00315

Abstract: In one embodiment, a method determines an indication of a mood for a caller during a service call. The mood may be determined using a facial analysis of the caller's facial expressions. The mood may indicate an emotion of the user, such as the user is angry, happy, etc. The mood may be determined based on a facial expression analysis of the caller during a portion of the service call. The service call may be a call between the caller and a service center, which may provide customer support to a caller for a product, service, etc. One example of a service center may be video contact service center that enables video calls with a caller. An action is then determined based on analysis of the mood invoked during a portion of the call. Once the action is determined, the action may be performed.

Abstract translation: 在一个实施例中，方法确定在服务呼叫期间呼叫者的情绪的指示。 可以使用对呼叫者的面部表情的面部分析来确定心情。 情绪可以指示用户的情绪，例如用户生气，快乐等。可以基于呼叫者在服务呼叫的一部分期间的面部表情分析来确定心情。 服务呼叫可以是呼叫者和服务中心之间的呼叫，其可以向呼叫者提供用于产品，服务等的客户支持。服务中心的一个示例可以是启用与呼叫者的视频呼叫的视频联系服务中心 。 然后基于在呼叫的一部分期间调用的心情的分析来确定动作。 一旦确定动作，可以执行动作。

公开(公告)号：US20070206738A1

公开(公告)日：2007-09-06

申请号：US11366859

申请日：2006-03-02

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

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

IPC: H04M11/00

CPC classification number: H04M3/16 ,  H04M3/5322 ,  H04M3/53333 ,  H04M2203/4536 ,  H04M2207/18

Abstract: A unified messaging system includes a unit to store a message operable to store a message sent to a user, the message having a selectable security attribute set to a one of a plurality of levels. A module associated with the unit operates to secure a voice channel used by the user to listen to the message when the selectable security level is set to a high level indicating encryption. 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: 统一消息收发系统包括存储可操作以存储发送给用户的消息的消息的单元，所述消息具有被设置为多个级别中的一个级别的可选安全属性。 与该单元相关联的模块操作以在可选安全级别被设置为指示加密的高级别时，保护用户使用的语音信道来收听该消息。 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：US20070174396A1

公开(公告)日：2007-07-26

申请号：US11338377

申请日：2006-01-24

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

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

IPC: G06F15/16

CPC classification number: G06Q10/107 ,  G10L13/00

Abstract: Multiple authors' voices can be used in a text-to-speech (TTS) conversion of an email thread so that each part of the thread is read in that author's voice. A tag is used to identify which text portion corresponds to which author. Voice characteristics can be originated from an author's sending device or can be centrally stored in a voice characteristic database at a unified messaging server and provided to a recipient of the email thread. A similar approach can be used in a single document such as a change-tracked document that is being edited by multiple authors. The different voice characteristics of authors corresponding to different parts of the document can be accessed for TTS conversion so that a person listening on an audio device (e.g., phone, VoIP phone, cell phone, etc.) can identify the author of a specific part without the use of text or other displayed information. Voice characteristics can be centrally stored and delivered to users of audio devices to be used with a variety of text communications.

Abstract translation: 多个作者的声音可以用于电子邮件线程的文本到语音（TTS）转换，以便线程的每个部分都以该作者的声音读取。 标签用于标识哪个文本部分对应于哪个作者。 语音特征可以来自作者的发送设备，或者可以集中地存储在统一消息服务器的语音特征数据库中，并提供给电子邮件线程的接收者。 类似的方法可以在单个文档中使用，例如由多个作者编辑的变更跟踪文档。 可以访问对应于文档不同部分的作者的不同语音特征，以进行TTS转换，以便在音频设备（例如，电话，VoIP电话，手机等）上聆听的人可以识别特定部分的作者 不使用文字或其他显示信息。 语音特征可以集中存储并传递给音频设备的用户，以便与各种文本通信一起使用。