公开(公告)号：US20100135183A1

公开(公告)日：2010-06-03

申请号：US12635829

申请日：2009-12-11

Applicant: Tomohiro Suzuki ,  Joji Furuya ,  Kazuyoshi Kondo

Inventor： Tomohiro Suzuki ,  Joji Furuya ,  Kazuyoshi Kondo

IPC: H04L12/66 ,  H04L12/26

CPC classification number: H04M3/42 ,  H04L65/1069 ,  H04L65/1089 ,  H04L65/1096 ,  H04M3/42127 ,  H04M7/006 ,  H04M2201/22 ,  H04M2201/36

Abstract: A telephone service, particularly a telephone supplementary service communication system having an IP telephone control apparatus and an IP telephone terminal. A telephone supplementary service communication control system for the service communicate system is comprised of a specified voice terminal and a plurality of telephone supplementary service terminals registered to link with the same and including a communication control apparatus registering linking of the specified voice terminal and the plurality of telephone supplementary service terminals as a single virtual terminal and managing and controlling the running and termination of these linked terminals, wherein the communication control apparatus comprises a supplementary service starting unit monitoring the communication start state of the voice terminal and starting the supplementary service by the telephone supplementary service terminal linked with the voice terminal.

Abstract translation: 一种电话服务，特别是具有IP电话控制装置和IP电话终端的电话辅助业务通信系统。 用于业务通信系统的电话辅助业务通信控制系统由指定的语音终端和注册与之相连的多个电话辅助业务终端组成，包括通知控制装置，用于注册指定语音终端与多个 电话辅助服务终端作为单个虚拟终端，并且管理和控制这些链接的终端的运行和终止，其中通信控制装置包括监视语音终端的通信开始状态并通过电话启动补充服务的辅助服务启动单元 与语音终端相连的补充业务终端。

公开(公告)号：US20100061534A1

公开(公告)日：2010-03-11

申请号：US12557460

申请日：2009-09-10

Applicant: Sandy Chai-Jen Wang ,  Arumugam Appadurai ,  John Robert LaBarge ,  Margaret Ann Boothroyd ,  Cory Andrew Luellen ,  Mang Kang Yong ,  Leo K. Chiu

Inventor： Sandy Chai-Jen Wang ,  Arumugam Appadurai ,  John Robert LaBarge ,  Margaret Ann Boothroyd ,  Cory Andrew Luellen ,  Mang Kang Yong ,  Leo K. Chiu

IPC: H04M3/42

CPC classification number: H04M3/4936 ,  G10L15/26 ,  G10L15/30 ,  G10L2015/228 ,  H04M3/42059 ,  H04M3/4938 ,  H04M2201/36 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2203/355

Abstract: A voice application creation and deployment system includes a voice application server for creating and serving voice applications to clients over a communication network; at least one voice portal node having access to the communication network, the portal node for facilitating client interaction with the voice applications; and an inference engine executable from the application server. In a preferred embodiment the inference engine is called during one or more predetermined points of an ongoing voice interaction to decide whether an inference of client need can be made based on analysis of existing data related to the interaction during a pre-determined point in an active call flow of the served voice application, and if an inference is warranted, determines which inference dialog will be executed and inserted into the call flow.

Abstract translation: 语音应用创建和部署系统包括语音应用服务器，用于通过通信网络向客户端创建和提供语音应用; 至少一个具有访问通信网络的语音门户节点，门户节点，用于促进客户端与语音应用的交互; 以及可以从应用服务器执行的推理引擎。 在优选实施例中，推理机在正在进行的语音交互的一个或多个预定点被调用以决定是否可以基于活动中的预定点处的与交互相关的现有数据的分析来进行客户端需求的推断 呼叫所提供的语音应用的流程，并且如果推断是有必要的，则确定哪个推理对话将被执行并被插入到呼叫流中。

公开(公告)号：US20090298481A1

公开(公告)日：2009-12-03

申请号：US12475746

申请日：2009-06-01

Applicant: Douglas J. Hurst

Inventor： Douglas J. Hurst

IPC: H04M3/42 ,  G06Q10/00 ,  G06Q30/00 ,  G06Q20/00

CPC classification number: G06Q30/0255 ,  G06Q30/02 ,  G06Q30/0267 ,  H04M3/4211 ,  H04M3/4878 ,  H04M2201/36 ,  H04M2207/18

Abstract: Methods and systems for sending marketing messages to mobile-device users from a mobile-commerce platform are described. In various illustrative embodiments, a marketing message is transmitted to a mobile-device user before, during, or after a transaction between the mobile-device user's mobile device and the mobile-commerce platform. The marketing message can be generated and timed based on rules input to the mobile-commerce platform by a merchant and can be based on historical transaction data associated with the mobile-device user, transaction parameters associated with a current or a most-recently-completed transaction involving the mobile-device user, a transaction type of a current or a most-recently-completed transaction involving the mobile-device user, or a combination thereof, depending on the particular embodiment.

Abstract translation: 描述了从移动商务平台向移动设备用户发送营销消息的方法和系统。 在各种说明性实施例中，在移动设备用户的移动设备和移动商务平台之间的交易之前，期间或之后，向移动设备用户传送营销消息。 可以基于商家输入到移动商务平台的规则来生成和定时营销消息，并且可以基于与移动设备用户相关联的历史交易数据，与当前或最近完成的交易参数相关联的交易参数 取决于具体实施例，涉及移动设备用户的交易，涉及移动设备用户的当前或最近完成的交易的交易类型或其组合。

公开(公告)号：US20090296915A1

公开(公告)日：2009-12-03

申请号：US12156068

申请日：2008-05-29

Applicant: David S. Benco ,  Mark A. Ristich

Inventor： David S. Benco ,  Mark A. Ristich

IPC: H04M3/42

CPC classification number: H04M3/44 ,  H04M3/42059 ,  H04M2201/36

Abstract: A system comprising an abbreviated digit constructor, an abbreviated digit analyzer and a calling line identification data store. The abbreviated digit constructor is communicatively coupled to the calling line identification data store and abbreviated digit analyzer, the abbreviated digit analyzer sends a set of abbreviated dialed digits to the abbreviated digit constructor and the abbreviated digit constructor constructs a set of unabbreviated dialed digits from the set of abbreviated dialed digits and a calling line identification retrieved from the calling line identification data store

Abstract translation: 一种包括缩写数字构造器，缩写数字分析器和主叫线识别数据存储器的系统。 缩写数字构造器通信地耦合到主叫线路识别数据存储器和缩写数字分析器，缩写数字分析器向缩写数字构造器发送一组缩位拨号数字，并且缩写数字构造器从该组合构造一组未经缩写的拨号数字 的简短拨号数字和从呼叫线路识别数据存储器检索的呼叫线路标识

公开(公告)号：US20090279683A1

公开(公告)日：2009-11-12

申请号：US12244354

申请日：2008-10-02

Applicant: Doug Gisby ,  Robert J. James, JR. ,  Michael Gray

Inventor： Doug Gisby ,  Robert J. James, JR. ,  Michael Gray

IPC: H04M3/42

CPC classification number: H04M3/46 ,  H04M3/42102 ,  H04M3/42263 ,  H04M3/42348 ,  H04M3/42365 ,  H04M3/436 ,  H04M3/465 ,  H04M2201/36 ,  H04M2203/2011 ,  H04M2203/551 ,  H04M2242/30

Abstract: A telecommunication system routes an incoming call to one or more telephony devices, including personal digital assistants and other remote devices, based on the called party's historical call pattern created and updated by the system. The system may also enhance the routing using transient information and/or real-time information when available. The call routing is designed to route calls to targeted devices to increase the likelihood that the call is answered by the intended called party while also alleviating the need to place multiple calls in an attempt to locate the called party.

Abstract translation: 电信系统基于由系统创建和更新的被叫方的历史呼叫模式，将来电路由到一个或多个电话设备，包括个人数字助理和其他远程设备。 当可用时，该系统还可以增强使用瞬态信息和/或实时信息的路由。 呼叫路由被设计为将呼叫路由到目标设备，以增加呼叫被预期被叫方应答的可能性，同时也减轻了多次呼叫的需要以尝试定位被叫方。

公开(公告)号：US20090252319A1

公开(公告)日：2009-10-08

申请号：US12062643

申请日：2008-04-04

Applicant: Benjamin W. Vesta

Inventor： Benjamin W. Vesta

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/42059 ,  H04M2201/12 ,  H04M2201/36

Abstract: The subject matter described herein includes methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information. According to one aspect, a method for automatically displaying customized call center operating statistics based on user profile information is provided. The method includes receiving user profile information associated with a user, wherein the user profile information uniquely identifies the user seeking access to customized call center operating statistics. Customized call center operating statistics to be displayed are automatically determined based on the user profile information. The customized call center operating statistics are then displayed to the user.

Abstract translation: 本文描述的主题包括用于基于用户简档信息自动显示定制呼叫中心操作统计的方法，系统和计算机可读介质。 根据一个方面，提供一种用于基于用户简档信息自动显示定制的呼叫中心操作统计的方法。 该方法包括接收与用户相关联的用户简档信息，其中用户简档信息唯一地标识寻求对定制的呼叫中心操作统计信息的访问的用户。 要显示的定制呼叫中心操作统计信息将根据用户配置文件信息自动确定。 然后，定制的呼叫中心操作统计信息显示给用户。

公开(公告)号：US07573990B2

公开(公告)日：2009-08-11

申请号：US11462316

申请日：2006-08-03

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：US20090190740A1

公开(公告)日：2009-07-30

申请号：US12021251

申请日：2008-01-28

Applicant: Zia Chishti ,  Stuart J. Spottiswoode ,  Christopher W. Jones

Inventor： Zia Chishti ,  Stuart J. Spottiswoode ,  Christopher W. Jones

IPC: H04M3/00

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

Abstract: Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Abstract translation: 公开了用于将呼叫者路由到联络中心中的代理的方法以及智能路由系统。 一个或多个代理商在实现最佳交互方面进行分级，例如增加收入，降低成本或提高客户满意度。 然后，呼叫者优先路由到分级代理，以获得获得所选择的最佳交互的机会增加。 在更先进的实施例中，还可以在模式匹配算法中确定和使用呼叫者和代理人口统计学和心理学特征，以将具有某些特征的呼叫者优先地路由到具有某些特征的代理以增加最佳交互的机会。

公开(公告)号：US20090172194A1

公开(公告)日：2009-07-02

申请号：US11965622

申请日：2007-12-27

Applicant: Herbert Willi Artur Ristock ,  Sergey I. Fedorov

Inventor： Herbert Willi Artur Ristock ,  Sergey I. Fedorov

IPC: G06F15/173

CPC classification number: H04L47/122 ,  H04L41/06 ,  H04L41/5064 ,  H04L45/08 ,  H04M3/5237 ,  H04M2201/10 ,  H04M2201/36

Abstract: A routing system includes a router, a statistics server (Stat Server) coupled to the router, receiving, processing and storing statistics related to event handling, and providing information regarding the statistics for use by routing intelligence in the router, and a first proxy data server coupled to the Stat Server and to a second proxy data server at a remote contact center over a network. The system is characterized in that the Stat Server receives event statistics regarding the local queue, and through the coupled first and second proxy data servers, event statistics regarding the remote queue, provides information related to the statistics to the router, and the router determines to route incoming events to local queue or to the remote queue based on the information provided.

Abstract translation: 路由系统包括路由器，与路由器相连的统计服务器（Stat Server），接收，处理和存储与事件处理相关的统计信息，以及提供关于通过路由智能的路由器使用的统计信息以及第一代理数据 服务器连接到Stat Server，并通过网络连接到远程联络中心的第二代理数据服务器。 该系统的特征在于Stat Server接收到关于本地队列的事件统计信息，并且通过耦合的第一和第二代理数据服务器，关于远程队列的事件统计信息，向路由器提供与统计信息相关的信息，并且路由器确定 基于所提供的信息将传入事件路由到本地队列或远程队列。

公开(公告)号：US20090156182A1

公开(公告)日：2009-06-18

申请号：US12315536

申请日：2008-12-04

Applicant: Andrew Jenkins ,  Jeff Rayfield

Inventor： Andrew Jenkins ,  Jeff Rayfield

IPC: H04M3/493

CPC classification number: H04M3/493 ,  G06F17/3087 ,  G06Q10/00 ,  H04M3/42348 ,  H04M3/4872 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2207/18 ,  H04M2242/15 ,  H04W4/02

Abstract: A system and a method generate a recommendation on a mobile device. The system and the method may use a time, a location, a venue and/or an event to generate the recommendation. Further, the system and the method may use an event database to determine current interests of the user. Still further, the system and the method for generating a recommendation on a mobile device may use a transactional history of the user and/or behavior of other users to generate the recommendation. The system and the method may recommend, for example, digital media, news and event information, editorial content and/or physical or digital merchandise. As a result, the system and the method may generate a recommendation that corresponds to the current interests of the user.

Abstract translation: 系统和方法在移动设备上产生推荐。 系统和方法可以使用时间，位置，场地和/或事件来产生推荐。 此外，系统和方法可以使用事件数据库来确定用户的当前兴趣。 此外，用于在移动设备上生成推荐的系统和方法可以使用用户的事务历史和/或其他用户的行为来生成推荐。 该系统和方法可以推荐例如数字媒体，新闻和事件信息，编辑内容和/或物理或数字商品。 因此，系统和方法可以产生对应于用户当前兴趣的推荐。