公开(公告)号：US20170353607A1

公开(公告)日：2017-12-07

申请号：US15687000

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 ,  H04M3/5235 ,  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 agents according to a behavioral pairing strategy with a balanced agent utilization; determining a second ordering of the plurality of agents according to a performance-based routing strategy with an unbalanced agent 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 agent utilization between the balanced agent utilization and the unbalanced agent utilization; and outputting a hybrid behavioral pairing model based on the third ordering for connecting a contact to an agent of the plurality of agents in the contact center system.

公开(公告)号：US20170251108A2

公开(公告)日：2017-08-31

申请号：US15180771

申请日：2016-06-13

Applicant: XCONNECT GLOBAL NETWORKS LTD

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.

公开(公告)号：US20170227993A1

公开(公告)日：2017-08-10

申请号：US15019820

申请日：2016-02-09

Applicant: Lenovo (Singapore) Pte. Ltd.

Inventor： Joseph Anthony Holung ,  Tin-Lup Wong ,  Bouziane Yebka ,  Joseph David Plunkett ,  Philip John Jakes

IPC: G06F1/16 ,  H04M1/02 ,  E05D11/06 ,  E05D5/04 ,  E05D3/06

CPC classification number: G06F1/1681 ,  E05D3/06 ,  E05D5/04 ,  E05D11/06 ,  E05Y2900/606 ,  G06F1/1616 ,  G06F1/1618 ,  G06F1/1643 ,  G06F1/1652 ,  G06F1/1683 ,  G06F2200/1637 ,  H04M1/0216 ,  H04M1/022 ,  H04M1/0268 ,  H04M1/0277 ,  H04M2201/34 ,  H04M2201/36 ,  H04M2201/38

Abstract: An apparatus can include a processor; memory accessible by the processor; a first housing that includes a first link end; a second housing that includes a second link end; and a hinge assembly that includes a first link coupled to the first link end via a first axle, a second link coupled to the second link end via a second axle and an intermediate axle that operatively couples the first link and the second link where stop surfaces of the first and second links define a minimum radius of curvature of the hinge assembly.

公开(公告)号：US20170178422A1

公开(公告)日：2017-06-22

申请号：US15454937

申请日：2017-03-09

Applicant: Gillian Switalski

Inventor： Andrew William Wright

IPC: G07C5/02 ,  H04M1/60 ,  G06Q40/08 ,  H04M1/725 ,  G07C5/00 ,  G07C5/08

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：US09674364B2

公开(公告)日：2017-06-06

申请号：US14809213

申请日：2015-07-25

Applicant: Micro Macro Assets, LLC

Inventor： Senraj Soundar

IPC: H04M3/42 ,  H04M3/00 ,  H04M3/523 ,  H04M3/51 ,  H04M3/58

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 communicating with a customer via one or more communication modes includes a computer having a memory, and a processor configured by the memory to receive a batch notification that enables the computer to identify a batch of customer records in the computer, for communicating in the near future, and to receive an identity notification that enables the computer to identify a customer being contacted or to be contacted in the near future. At least one customer record associated with the identified customer is part of the batch. A central data server provides the batch notification that enables the computer to identify the batch of customer records, and provides the identity notification that enables the computer to identify the identified customer.

公开(公告)号：US20170149979A1

公开(公告)日：2017-05-25

申请号：US15397261

申请日：2017-01-03

Applicant: AT&T Mobility II LLC

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

IPC: H04M3/533 ,  H04M1/725

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.

公开(公告)号：US09654641B1

公开(公告)日：2017-05-16

申请号：US14957039

申请日：2015-12-02

Applicant: Afiniti International Holdings, Ltd.

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

IPC: H04M3/523 ,  H04M3/51

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

Abstract: Techniques for pairing in a contact center are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center comprising: identifying, by at least one computer processor, a plurality of contacts ordered for assignment to a plurality of agents; identifying, by the at least one computer processor, information about a first agent of the plurality of agents that becomes available for assignment; selecting, by the at least one computer processor, a first out-of-order contact from the plurality of contacts to the first agent based on the information about the first agent; and connecting, by the at least one computer processor, the selected first out-of-order contact to the first agent, wherein the plurality of contacts comprises at least one virtual contact.

公开(公告)号：US09635171B2

公开(公告)日：2017-04-25

申请号：US14845422

申请日：2015-09-04

Applicant: OPTiM Corporation

Inventor： Shunji Sugaya

IPC: H04M3/533 ,  H04M3/42 ,  H04L29/08

CPC classification number: H04M3/42042 ,  H04L67/306 ,  H04L67/36 ,  H04M3/42153 ,  H04M2201/36

Abstract: The present invention is to display a caller's user profile and a previously set content to a callee. The present invention provides a user profile display user terminal and a user profile display system that use a user profile server 200 to centrally manage the user profile of a caller who makes an outgoing call with a phone terminal 50, allow a callee who owns a user terminal 10 to set a content to be displayed or allow a caller to set the content to be displayed to a callee, depending on a caller, store the set content in a user profile database 250, so as to display the user profile and the content when the callee receives an incoming call and also so as to display a call log and an answering machine log that are related to the caller.

公开(公告)号：US20170070608A1

公开(公告)日：2017-03-09

申请号：US14845422

申请日：2015-09-04

Applicant: OPTiM Corporation

Inventor： Shunji SUGAYA

IPC: H04M3/42 ,  H04L29/08

CPC classification number: H04M3/42042 ,  H04L67/306 ,  H04L67/36 ,  H04M3/42153 ,  H04M2201/36

Abstract: The present invention is to display a caller's user profile and a previously set content to a callee. The present invention provides a user profile display user terminal and a user profile display system that use a user profile server 200 to centrally manage the user profile of a caller who makes an outgoing call with a phone terminal 50, allow a callee who owns a user terminal 10 to set a content to be displayed or allow a caller to set the content to be displayed to a callee, depending on a caller, store the set content in a user profile database 250, so as to display the user profile and the content when the callee receives an incoming call and also so as to display a call log and an answering machine log that are related to the caller.

Abstract translation: 本发明是向呼叫者显示呼叫者的用户简档和预先设定的内容。 本发明提供了一种用户简档显示用户终端和用户简档显示系统，其使用用户简档服务器200来集中管理与电话终端50进行呼出呼叫的呼叫者的用户简档，允许拥有用户的被叫方 终端10设置要显示的内容或允许呼叫者根据呼叫者将要显示的内容设置为被呼叫者，将设置的内容存储在用户简档数据库250中，以便显示用户简档和内容 当被叫方接收到来电并且还显示与呼叫者相关的呼叫记录和应答机日志时。

公开(公告)号：US20170064080A1

公开(公告)日：2017-03-02

申请号：US14956074

申请日：2015-12-01

Applicant: SATMAP International Holdings 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 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.

Abstract translation: 公开了一种用于联络中心系统中混合行为配对的技术。 在一个特定实施例中，技术可以被实现为在联络中心系统中的混合行为配对的方法，包括：排序代理; 订购多个联系人; 通过至少一个处理器将杂交功能应用于所述多个接触件的顺序以偏向用于配对的第二策略以用于配对的第二策略; 通过所述至少一个处理器并且基于所述杂交功能，比较所述试剂与第一对中的第一接触之间的顺序的第一差异，所述试剂与不同于所述第一接触的第二接触之间的顺序的第二差异 第二对 以及由所述至少一个处理器基于所述比较来选择所述第一对或所述第二对进行连接。