公开(公告)号：US08019074B1

公开(公告)日：2011-09-13

申请号：US12411637

申请日：2009-03-26

Applicant: Michelle L Steinbeck ,  Joel G Mason

Inventor： Michelle L Steinbeck ,  Joel G Mason

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/42221 ,  G10L15/26 ,  H04M3/2281 ,  H04M3/42059 ,  H04M3/51 ,  H04M2201/36 ,  H04M2201/40

Abstract: Systems, methods, and computer-readable media for tracking, reconciling, and reporting on data representing Dual Tone Multi-Frequency (DTMF) tones and voice signals communicated between call center and users during interactions therebetween. The system may include a data store adapted to store the DTMF data and a text corresponding to the voice data; a transcription process receiving data representing the voice signal and converting it into corresponding text; a report generation process obtaining the DTMF data and the text, transmitting a report containing the same to a client, and updating the date store accordingly; and a reconciliation process receiving data enabling reconciliation of data as tracked by the call center and as tracked by an entity other than the call center. The transcription process may operate as a third-party or an in-house entity relative to the at least one call center.

Abstract translation: 系统，方法和计算机可读介质，用于跟踪，协调和报告代表双音多频（DTMF）音调的数据和在呼叫中心与用户之间的交互期间传送的语音信号。 该系统可以包括适于存储DTMF数据的数据存储和与语音数据相对应的文本; 接收表示语音信号的数据并将其转换为相应文本的转录过程; 报告生成处理获取DTMF数据和文本，将包含该DTMF数据和文本的报告发送给客户端，并相应地更新日期存储; 以及协调处理接收数据，使数据能够协调由呼叫中心跟踪的数据，并且由呼叫中心以外的实体跟踪。 转录过程可以相对于至少一个呼叫中心作为第三方或内部实体操作。

公开(公告)号：US08009819B2

公开(公告)日：2011-08-30

申请号：US11800106

申请日：2007-05-04

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

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

IPC: H04M3/42 ,  H04M1/64

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：US07929685B1

公开(公告)日：2011-04-19

申请号：US10854939

申请日：2004-05-27

Applicant: Robert B. Boyet ,  Theresa E. Beloin ,  Seth E. Willis ,  Roger C. Meador ,  Marcus J. Ward

Inventor： Robert B. Boyet ,  Theresa E. Beloin ,  Seth E. Willis ,  Roger C. Meador ,  Marcus J. Ward

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5232 ,  H04M2201/36 ,  H04M2203/2011

Abstract: A system and method gathers data from callers and call center sites and incorporates that information in call routing decisions. To make call routing decisions, a database structure keeps track of the calls in a queue before efficiently distributing the calls to agents at various call center sites. In one embodiment, a call routing system may comprise a web application server, a caller server, and a call center server. A method for distributing a call from a caller to a call center site may comprise collecting a first dataset relating to the call from the caller, queuing the call based on the first dataset, collecting a second dataset from the call center site, and routing the call to the call center site based on the first and second datasets.

Abstract translation: 系统和方法从呼叫者和呼叫中心站点收集数据，并将该信息合并到呼叫路由决策中。 为了进行呼叫路由决策，数据库结构在有效地将呼叫分配到各个呼叫中心站点的代理之前，跟踪队列中的呼叫。 在一个实施例中，呼叫路由系统可以包括web应用服务器，呼叫者服务器和呼叫中心服务器。 一种用于将呼叫从呼叫者分配到呼叫中心站点的方法可以包括：从呼叫者收集与呼叫有关的第一数据集，基于第一数据集排队呼叫，从呼叫中心站点收集第二数据集， 根据第一和第二数据集呼叫呼叫中心站点。

公开(公告)号：US07881438B2

公开(公告)日：2011-02-01

申请号：US11341969

申请日：2006-01-28

Applicant: John M. Cioffi ,  Wonjong Rhee ,  Bin Lee ,  Iker Almandoz ,  Georgios Ginis

Inventor： John M. Cioffi ,  Wonjong Rhee ,  Bin Lee ,  Iker Almandoz ,  Georgios Ginis

IPC: H04M1/24 ,  H04M3/08 ,  H04M3/22

CPC classification number: H04M3/247 ,  H04M3/304 ,  H04M11/062 ,  H04M2201/12 ,  H04M2201/36

Abstract: A self-learning and/or self-adjusting communication controller and/or optimizer uses operational data collected from a communication system to adjust operation of the communication system to changing operational, environmental, etc. conditions and, in some embodiments, to customize operation of the communication system's lines and components so that their performance can be controlled, improved and/or optimized. In various embodiments, operational parameters and/or rules are established and/or adjusted based on information obtained from the system concerning the system's operation; information regarding margins used by a DSL system and code violation counts reported by the DSL system are used to set margin levels for one or more line sets (each line set including an individual line, a group of lines, a binder, etc.) and/or other users and/or components of the DSL system; and, the controller and/or optimizer forces a small number of test lines into as yet un-experienced and/or unimplemented operational conditions so that new knowledge can be obtained.

Abstract translation: 自学习和/或自调整通信控制器和/或优化器使用从通信系统收集的操作数据来调整通信系统的操作以改变操作，环境等条件，并且在一些实施例中，定制操作 通信系统的线路和组件，使其性能得到控制，改进和/或优化。 在各种实施例中，基于从系统获得的关于系统操作的信息建立和/或调整操作参数和/或规则; 关于DSL系统使用的边距和DSL系统报告的代码违规计数的信息用于设置一个或多个线路组（每个线路组，包括单线，一组线路，绑带等）的边缘水平，以及 /或DSL系统的其他用户和/或组件; 并且，控制器和/或优化器迫使少数测试线进入尚未经验和/或未被实现的操作条件，从而可以获得新的知识。

公开(公告)号：US20100278325A1

公开(公告)日：2010-11-04

申请号：US12434750

申请日：2009-05-04

Applicant: Navjot Singh ,  Saurabh Bagchi ,  Yu-Sung Wu

Inventor： Navjot Singh ,  Saurabh Bagchi ,  Yu-Sung Wu

IPC: H04M3/42

CPC classification number: H04M3/436 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/36

Abstract: A method for predicting whether a telephone call that is being set up will be considered annoying by the called party and, if so, for preventing it from being established. The illustrative embodiment predicts whether a telephone call will be considered annoying by the called party based on temporal characteristics of previous calls from the same caller. For example, when a called party receives an unwanted telephone solicitation, he or she will usually hang up within the first minute. If many telephone calls are made from the same caller, and all of these calls last under a minute, then it is reasonable to predict that future calls from this caller will be considered annoying.

Abstract translation: 一种用于预测正在建立的电话是否被被叫方烦恼的方法，如果是，则防止其被建立。 说明性实施例预测根据来自同一呼叫者的先前呼叫的时间特征，被叫方是否会认为电话呼叫令人讨厌。 例如，当被叫方收到不想要的电话邀请时，他或她通常会在第一分钟内挂断电话。 如果来自同一个呼叫者的电话是多个电话，并且所有这些呼叫都在一分钟之内持续，那么可以预测来自该呼叫者的未来呼叫将被认为是恼人的。

公开(公告)号：US20100239074A1

公开(公告)日：2010-09-23

申请号：US12789183

申请日：2010-05-27

Applicant: THOMAS P. BREEN ,  ANNE-MARIE B. DARR

Inventor： THOMAS P. BREEN ,  ANNE-MARIE B. DARR

IPC: H04M11/04

CPC classification number: H04M3/4931 ,  H04M2201/36

Abstract: Systems and methods provide foreign call back number compatibility. The systems and methods receive a local telephone number assigned to a subscriber, the subscriber having a non-local telephone number as the normal calling number of the subscriber. Furthermore, the systems and methods query a database with the local telephone number to obtain the non-local telephone number and to provide the non-local telephone number. In addition, systems and methods provide a foreign call back number compatibility database. The systems and methods receive a local telephone number assigned to a subscriber and a non-local telephone number comprising the normal calling number of the subscriber and saving the local number and the non-local number to a database.

Abstract translation: 系统和方法提供外部回拨号码兼容性。 系统和方法接收分配给用户的本地电话号码，用户具有非本地电话号码作为用户的正常主叫号码。 此外，系统和方法用本地电话号码查询数据库以获得非本地电话号码并提供非本地电话号码。 另外，系统和方法提供了一个国外的回拨号兼容性数据库。 系统和方法接收分配给用户的本地电话号码和包括用户的正常主叫号码的非本地电话号码，并将本地号码和非本地号码保存到数据库。

公开(公告)号：US07797379B2

公开(公告)日：2010-09-14

申请号：US12116044

申请日：2008-05-06

Applicant: Johnny Hawkins

Inventor： Johnny Hawkins

IPC: G06F15/16

CPC classification number: H04L65/1079 ,  H04L51/12 ,  H04M3/436 ,  H04M2201/36

Abstract: A system and method for preventing unwanted communications. A communication is received from a sending party. A user input indicating the communication is to be filtered is received. Filtering information is retrieved from the communication. The communication and future communications are filtered based on filtering information. The filtering information is communicated to multiple telecommunications platforms registered with a user. The multiple telecommunications platforms are prevented from receiving the future communications based on the filtering information.

Abstract translation: 一种用于防止不必要的通信的系统和方法。 从发送方接收到通信。 接收到要过滤的指示通信的用户输入。 从通信中检索过滤信息。 基于过滤信息对通信和未来通信进行过滤。 将过滤信息传送到向用户注册的多个电信平台。 防止多个电信平台基于过滤信息接收将来的通信。

公开(公告)号：US20100199287A1

公开(公告)日：2010-08-05

申请号：US12362956

申请日：2009-01-30

Applicant: Peter Boda ,  Guang Yang

Inventor： Peter Boda ,  Guang Yang

IPC: G06F9/46

CPC classification number: H04M3/42 ,  H04M2201/36 ,  H04M2203/2038

Abstract: An apparatus for context-based contact information management may include a processor. The processor may be configured to receive contact information and associated sender-based context information. In this regard, the contact information and sender-based context information may have been transmitted from a sending device. The processor may also be configured to associate receiver-based context information with the contact information and identify a historical context within a historical multi-dimensional context environment based at least in part on the sender-based context information and the receiver-based context information. Further, the processor may be configured to link the contact information to the historical context. Associated methods and computer program products may also be provided.

Abstract translation: 用于基于上下文的联系人信息管理的装置可以包括处理器。 处理器可以被配置为接收联系人信息和相关联的基于发送者的上下文信息。 在这方面，可以从发送设备发送联系人信息和基于发送者的上下文信息。 处理器还可以被配置为将基于接收者的上下文信息与联系信息相关联，并且至少部分地基于基于发送者的上下文信息和基于接收者的上下文信息来识别历史多维上下文环境中的历史上下文。 此外，处理器可以被配置为将联系人信息链接到历史上下文。 还可以提供相关方法和计算机程序产品。

公开(公告)号：US07756253B2

公开(公告)日：2010-07-13

申请号：US11222068

申请日：2005-09-08

Applicant: Thomas P. Breen ,  Anne-Marie B. Darr

Inventor： Thomas P. Breen ,  Anne-Marie B. Darr

IPC: H04M11/04

CPC classification number: H04M3/4931 ,  H04M2201/36

Abstract: Systems and methods provide foreign call back number compatibility. The systems and methods receive a local telephone number assigned to a subscriber, the subscriber having a non-local telephone number as the normal calling number of the subscriber. Furthermore, the systems and methods query a database with the local telephone number to obtain the non-local telephone number and to provide the non-local telephone number. In addition, systems and methods provide a foreign call back number compatibility database. The systems and methods receive a local telephone number assigned to a subscriber and a non-local telephone number comprising the normal calling number of the subscriber and saving the local number and the non-local number to a database.

Abstract translation: 系统和方法提供外部回拨号码兼容性。 系统和方法接收分配给用户的本地电话号码，用户具有非本地电话号码作为用户的正常主叫号码。 此外，系统和方法用本地电话号码查询数据库以获得非本地电话号码并提供非本地电话号码。 另外，系统和方法提供了一个国外的回拨号兼容性数据库。 系统和方法接收分配给用户的本地电话号码和包括用户的正常主叫号码的非本地电话号码，并将本地号码和非本地号码保存到数据库。

公开(公告)号：US20100149300A1

公开(公告)日：2010-06-17

申请号：US12336083

申请日：2008-12-16

Applicant: Michael Robert Zubas ,  Brian Rainer ,  William J. Sigmund

Inventor： Michael Robert Zubas ,  Brian Rainer ,  William J. Sigmund

IPC: H04N7/14 ,  H04M11/10

CPC classification number: H04M3/53366 ,  H04M1/7255 ,  H04M1/72583 ,  H04M3/533 ,  H04M3/53333 ,  H04M3/537 ,  H04M2201/14 ,  H04M2201/36 ,  H04M2203/253 ,  H04N7/147

Abstract: A method for managing visual voicemail messages includes displaying a list of voicemail messages on a telecommunications handset, receiving user commands for operating on the voicemail messages including a delete message command and in response to a delete message command, marking a voicemail message for deletion with a delete timestamp and moving the voicemail message to a Deleted Messages folder. A Deleted Message Age Indicator function processes to control permanent deletion of voicemail messages in the Deleted Messages folder based on delete timestamps and a global Delete Time value in cooperation with a visual voicemail platform.

Abstract translation: 用于管理可视语音邮件消息的方法包括在电信手机上显示语音邮件消息的列表，接收用于对包括删除消息命令的语音邮件消息进行操作的用户命令，并且响应于删除消息命令，标记用于删除的语音邮件消息 删除时间戳，并将语音邮件消息移动到已删除邮件文件夹。 删除的消息年龄指示器功能处理以根据删除时间戳和与可视语音邮件平台合作的全局删除时间值来控制在“已删除邮件”文件夹中永久删除语音邮件消息。