公开(公告)号：US08150022B2

公开(公告)日：2012-04-03

申请号：US11959608

申请日：2007-12-19

Applicant: Thomas M. Minnich, Jr. ,  Ted Alan Wrenn, Jr.

Inventor： Thomas M. Minnich, Jr. ,  Ted Alan Wrenn, Jr.

IPC: H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/42365 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

Abstract: Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining all completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.

Abstract translation: 呼叫中心队列管理包括用于为每个代理获得所有完成数据的多个代理中的每一个计算平均能力的方法。 呼叫完成数据用于计算每个代理的历史平均值。 历史平均值用于计算每个代理的平均能力。

公开(公告)号：US08135116B2

公开(公告)日：2012-03-13

申请号：US11942978

申请日：2007-11-20

Applicant: Mark Bowden

Inventor： Mark Bowden

IPC: H04M15/00 ,  H04M3/22

CPC classification number: H04M3/367 ,  G06Q10/06311 ,  H04M2201/12 ,  H04Q3/0025 ,  H04Q3/0091

Abstract: A communication network that includes a signaling system seven (SS7) network is operated by associating call release messages, which are indicative of call failures in the communication network, with an originating point code (OPC) and/or a calling number. The rate at which calls originating from the originating point code and/or the calling number are admitted to the network may be adjusted based on the association between the call release messages and the originating point code and/or the calling number.

Abstract translation: 包括信令系统7（SS7）网络的通信网络通过将指示通信网络中的呼叫失败的呼叫释放消息与始发点代码（OPC）和/或主叫号码相关联来操作。 可以基于呼叫释放消息和起始点代码和/或主叫号码之间的关联来调整源自始发点代码和/或主叫号码的呼叫到网络的速率。

公开(公告)号：US20120041806A1

公开(公告)日：2012-02-16

申请号：US13279188

申请日：2011-10-21

Applicant: Eun-Gyu KIM

Inventor： Eun-Gyu KIM

IPC: G06Q30/02 ,  G06F15/16

CPC classification number: H04M3/5322 ,  G06Q10/10 ,  G06Q30/0241 ,  H04L51/12 ,  H04L51/32 ,  H04M3/42382 ,  H04M3/493 ,  H04M2201/12 ,  H04M2203/301 ,  H04M2203/4545

Abstract: Devices, systems, and methods are directed towards ranking of messages based on a hop distance a forwarded message travels through a social network. As a message is forwarded by a member of the social network the hop distance increases. As the message is forwarded, recipients and/or senders may view the hop distance in real-time. The hop distance may reflect a number of times the message is forwarded to reach a recipient, or the maximum number of times the message is forwarded. The message may be displayed to a member in a rank ordering based on the hop distance, and messages with hop distances below a defined value may be deleted from a displayed list after a period of time. In one embodiment, a message may be forwarded anonymously to, for example, encourage members to forward the message.

Abstract translation: 设备，系统和方法针对基于转发消息通过社交网络传播的跳跃距离的消息排序。 当一个消息由社交网络的成员转发时，跳距离增加。 随着消息被转发，收件人和/或发送者可以实时查看跳跃距离。 跳转距离可以反映消息转发到接收者的次数，或消息转发的最大次数。 该消息可以以基于跳距离的秩排序显示给成员，并且具有低于定义值的跳距离的消息可以在一段时间后从显示的列表中删除。 在一个实施例中，消息可以匿名转发到例如鼓励成员转发消息。

公开(公告)号：US20120033798A1

公开(公告)日：2012-02-09

申请号：US13262383

申请日：2010-03-11

Applicant: Philip L. Eardley ,  Simon PA Ringland ,  Matthew D. Walker

Inventor： Philip L. Eardley ,  Simon PA Ringland ,  Matthew D. Walker

IPC: H04M3/42 ,  H04M7/00

CPC classification number: H04M3/54 ,  H04M7/1225 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/36

Abstract: A method of call control in which a first communications network, detecting calls directed to a destination in the first network; redirects at least some of the calls to a destination in a second network (e.g. on no answer from the destination in the first network). The first network then operates in two phases. In a first phase, for a group of calls redirected to the second network, the time delay before the call is answered in the second network is recorded. When a number of time delays have been recorded, a delay period is set to a value less than the maximum value of the recorded time delays. In a second phase, for a second group of calls redirected to the second network subsequent to the calls of the first group, when a call of the second group is not answered in the second network within the delay period, the call is redirected to a message service associated with the first network.

Abstract translation: 一种呼叫控制的方法，其中第一通信网络检测指向第一网络中的目的地的呼叫; 将至少一些呼叫重定向到第二网络中的目的地（例如，在第一网络中的目的地没有应答的情况下）。 然后第一个网络分为两个阶段。 在第一阶段，对于重定向到第二网络的一组呼叫，在第二网络中应答呼叫之前的时间延迟被记录。 当已经记录了多个时间延迟时，延迟时间被设置为小于记录的时间延迟的最大值的值。 在第二阶段中，对于在第一组的呼叫之后重定向到第二网络的第二组呼叫，当在延迟时段内第二组的呼叫没有在第二网络中应答时，该呼叫被重定向到 与第一网络相关联的消息服务。

公开(公告)号：US20120027191A1

公开(公告)日：2012-02-02

申请号：US12844488

申请日：2010-07-27

Applicant: Bryce Baril ,  Matthew Berk

Inventor： Bryce Baril ,  Matthew Berk

IPC: H04M3/42

CPC classification number: H04M3/436 ,  H04M2201/12 ,  H04M2201/14

Abstract: A facility for blocking telephone calls is described. The facility is implemented by a telecommunications system that manages assigned and unassigned telephone numbers. The facility determines that a call originator has made two telephone calls to two different unassigned telephone numbers. The facility adds the call originator to a blacklist for a default time period. If the call originator calls any managed telephone number during the default time period, the facility renews the default time period. After the default time period expires, if the call originator makes additional telephone calls to other unassigned telephone numbers, the facility adds the call originator to the blacklist for a time period that is increased from the default time period. The facility increases the time period with each additional call to an unassigned telephone number. Accordingly, the time period is a function of the number of unassigned telephone numbers called by the call originator.

Abstract translation: 描述用于阻止电话呼叫的设施。 该设施由管理分配和未分配的电话号码的电信系统实现。 该设施确定呼叫发起者已经对两个不同的未分配的电话号码进行了两个电话呼叫。 该设施将默认时间段的呼叫发起者添加到黑名单。 如果呼叫发起者在默认时间段内呼叫任何管理电话号码，则设备将更新默认时间段。 在默认时间段到期后，如果呼叫发起人对其他未分配的电话号码进行额外的电话呼叫，则该设施将呼叫始发者添加到黑名单中一段从默认时间段增加的时间段。 该设施增加了每次额外拨打未分​​配电话号码的时间段。 因此，该时间段是由呼叫发起者呼叫的未分配的电话号码的数量的函数。

公开(公告)号：US20110311038A1

公开(公告)日：2011-12-22

申请号：US13218217

申请日：2011-08-25

Applicant: Avraham Faizakov ,  S. Douglas Peters ,  Peter R. Stubley

Inventor： Avraham Faizakov ,  S. Douglas Peters ,  Peter R. Stubley

IPC: H04M3/42

CPC classification number: G10L15/18 ,  G10L15/19 ,  H04M3/42204 ,  H04M3/4931 ,  H04M3/4936 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/40

Abstract: A method of semi-supervised synonym inference for a call handling application, such as automated directory assistance or call routing, is described. In one embodiment the method comprises examining a database of caller interaction results from a directory assistance system that includes an automated directory assistance engine, detecting a specified characteristic in the caller interaction results, and using the detected characteristic to automatically train a destination map, where the destination map is for use by the automated directory assistance engine in automatically mapping human speech to a destination. The detecting of the specified characteristic in the caller interaction results may include a statistical analysis of the caller interaction results for each of one or more speech recognition strings.

Abstract translation: 描述了用于呼叫处理应用的半监督同义词推断的方法，诸如自动目录协助或呼叫路由。 在一个实施例中，该方法包括从包括自动目录辅助引擎的目录辅助系统检查呼叫者交互结果的数据库，检测呼叫者交互结果中的指定特征，以及使用检测到的特征来自动训练目的地图，其中 目的地地图由自动目录辅助引擎用于自动将人类语音映射到目的地。 对呼叫者交互结果中的指定特征的检测可以包括对于一个或多个语音识别串中的每一个的呼叫者交互结果的统计分析。

公开(公告)号：US08064589B2

公开(公告)日：2011-11-22

申请号：US12214754

申请日：2008-06-20

Applicant: Donald C. Lewis ,  Aaron C. Beshears

Inventor： Donald C. Lewis ,  Aaron C. Beshears

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/5191 ,  H04M2201/12

Abstract: Method and system of estimating a number of agents to service contacts arriving on multiple chat channels in an automatic contact distribution system. In some embodiments, estimated average times that agents and contacts spend, respectively, composing a single chat message and an estimated average time of a chat session are used to derive an inflated handle time for any selected number of chat channels, an effective number of agents is computed for the inflated handle time, and that effective number of agents is divided by the selected number of channels.

Abstract translation: 估计在自动联系人分发系统中到达多个聊天频道的联系人的多个代理服务器的方法和系统。 在一些实施例中，代理人和联系人分别花费的组成单个聊天消息和聊天会话的估计平均时间的估计平均次数被用于导出任何所选数量的聊天频道的充足的处理时间，有效数量的代理 被计算为充气手柄时间，并且有效数量的代理被所选择的通道数除以。

公开(公告)号：US20110235798A1

公开(公告)日：2011-09-29

申请号：US12731994

申请日：2010-03-25

Applicant: Rouba Ibrahim ,  Patrick Tendick

Inventor： Rouba Ibrahim ,  Patrick Tendick

IPC: H04M3/00

CPC classification number: H04M3/5238 ,  H04M2201/12 ,  H04M2201/16

Abstract: A method is provided for the production produce accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.

Abstract translation: 提供了一种用于生产的方法，其基于（i）队列到达速率和（ii）估计的队列长度中的至少一个来产生准确的等待时间估计。 在本发明的第一实施例中，基于队列到达速率确定呼叫者的等待时间。 在本发明的第二实施例中，基于队列长度估计来确定呼叫者的等待时间。 队列长度估计是对给定时刻队列大小的预测。

公开(公告)号：US08014504B2

公开(公告)日：2011-09-06

申请号：US12480284

申请日：2009-06-08

Applicant: Brian Galvin

Inventor： Brian Galvin

IPC: H04M15/00 ,  H04M7/00

CPC classification number: H04M3/2218 ,  H04L41/046 ,  H04L43/045 ,  H04L43/0811 ,  H04M3/2281 ,  H04M3/36 ,  H04M7/123 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

Abstract: A system for generating usage statistics for a communications routing system from data generated at routing points and at end points of the system has a processor having access to the communications routing system for analyzing the data and generating the statistics, and a server having access to the processor for rendering the generated statistics into a format for display. The data used to generate the statistics includes routing path information for events routed through the communications routing system and optionally interaction histories recorded at certain routing points and end points in the communications routing system.

Abstract translation: 用于根据在系统的路由点和端点产生的数据来生成通信路由系统的使用统计的系统具有访问通信路由系统以用于分析数据和生成统计信息的处理器，以及具有访问 处理器，用于将生成的统计数据呈现为显示格式。 用于生成统计数据的数据包括通过通信路由系统路由的事件的路由路径信息，以及可选地在通信路由系统的某些路由点和终点处记录的交互历史。

公开(公告)号：US08000455B1

公开(公告)日：2011-08-16

申请号：US11520439

申请日：2006-09-13

Applicant: Adrian Van Haaften ,  David Giannini ,  Eric Johnson ,  David F. Hofstatter ,  David S. Trandal ,  Robert Duva ,  Robert Smith ,  John R. Day

Inventor： Adrian Van Haaften ,  David Giannini ,  Eric Johnson ,  David F. Hofstatter ,  David S. Trandal ,  Robert Duva ,  Robert Smith ,  John R. Day

IPC: H04M1/64 ,  H04M15/06

CPC classification number: H04L29/06027 ,  G06Q30/0267 ,  H04L65/103 ,  H04L65/104 ,  H04L65/4007 ,  H04M3/42153 ,  H04M3/4878 ,  H04M3/493 ,  H04M3/533 ,  H04M3/53383 ,  H04M15/00 ,  H04M15/06 ,  H04M15/08 ,  H04M15/83 ,  H04M15/835 ,  H04M15/8355 ,  H04M15/84 ,  H04M15/85 ,  H04M15/857 ,  H04M2201/12 ,  H04M2203/551

Abstract: Systems and methods are described for processing calls. A call is received at a softswitch or other call processing system from a caller intended for a first subscriber. The first call is associated with signaling information, the signaling information including a phone number associated with the caller. A determination is made as to whether the first subscriber has previously received a call associated with the caller phone number at the softswitch. If the first subscriber has not previously received a call associated with the caller phone number at the softswitch, a first message is played to the caller. An indication that the first message was played to the caller is stored in association with an account record associated with the first subscriber.

Abstract translation: 描述了处理呼叫的系统和方法。 在来自预定用于第一用户的呼叫者的软交换机或其他呼叫处理系统处接收呼叫。 第一呼叫与信令信息相关联，信令信息包括与呼叫者相关联的电话号码。 确定第一订户是否先前已经在软交换机处接收到与呼叫者电话号码相关联的呼叫。 如果第一用户以前没有在软交换机处接收到与呼叫者电话号码相关联的呼叫，则向呼叫者播放第一消息。 与第一用户相关联的帐户记录相关联地存储对呼叫者播放第一消息的指示。