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公开(公告)号：US06636890B1
公开(公告)日：2003-10-21
申请号：US08980379
申请日：1997-11-28
申请人： Baiju D. Mandalia
发明人： Baiju D. Mandalia
IPC分类号： G06F1516
CPC分类号： H04L12/2801 , H04L51/28 , H04N7/165 , H04N21/235 , H04N21/4786 , H04N21/6118
摘要： A method for delivering electronic mail (e-mail) messages over a cable television distribution network comprises the steps of: accepting e-mail messages addressed to e-mail subscribers of the cable television distribution network; respectively associating each the e-mail message with data identifying one of the subscribers; adding an address header from the data identifying the subscribers to each the e-mail message corresponding to the premises of the respective e-mail subscriber; transmitting the e-mail messages and address headers for transmission over the cable distribution network simultaneously with television signals but in a predefined frequency band not carrying the television signals; receiving all e-mail messages transmitted over of the cable television distribution network at each respective premises of the e-mail subscribers; decoding the address headers of the e-mail messages; determining from the address headers whether the e-mail message is addressed to the respective premises; and, if the e-mail is addressed to the respective premises, displaying the e-mail message. The e-mail message can be encrypted prior to transmission with a code from the data identifying the respective subscriber and subsequently decrypting at the subscriber's premises. A stand-alone mailbox for receiving the e-mail messages comprises: a demodulator for receiving all e-mail messages transmitted over of the cable television distribution network; a decoder for the address headers and the e-mail messages; a comparator for determining if the address header of any of the e-mail messages matches an address of the premises for which the mailbox is coded; and, a display for the e-mail messages.
摘要翻译： 一种用于通过有线电视分配网络传送电子邮件（电子邮件）消息的方法包括以下步骤：接收寻址到有线电视分配网络的电子邮件用户的电子邮件; 分别将每个电子邮件消息与识别订户之一的数据相关联; 从识别订户的数据中添加一个地址头，每个电子邮件对应于各个电子邮件用户的房屋; 发送电子邮件消息和地址头，以与电视信号同时在电缆分配网络上传输，但在不携带电视信号的预定义频带中; 接收在电子邮件订户的每个相应房屋处通过有线电视分配网络传送的所有电子邮件; 解码电子邮件的地址标题; 从地址头确定电子邮件消息是否寻址到相应的房屋; 并且如果电子邮件被发送到相应的房屋，则显示该电子邮件消息。 电子邮件消息可以在传输之前用来自标识相应用户的数据的代码进行加密，然后在用户的房屋处理解密。 用于接收电子邮件消息的独立邮箱包括：解调器，用于接收通过有线电视分发网络发送的所有电子邮件消息; 用于地址头和电子邮件消息的解码器; 比较器，用于确定任何电子邮件消息的地址头是否匹配该邮箱被编码的场所的地址; 以及电子邮件的显示。
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公开(公告)号：US06507647B1
公开(公告)日：2003-01-14
申请号：US09275759
申请日：1999-03-25
申请人： Baiju D. Mandalia
发明人： Baiju D. Mandalia
IPC分类号： H04M700
CPC分类号： H04L65/104 , H04L29/06027 , H04L65/1009 , H04L65/103 , H04L65/1096 , H04M3/5158 , H04M3/5191 , H04M7/1205 , H04Q3/0045
摘要： A system for providing bulk calling over a public switched telephone network (PSTN) comprising: an Internet Protocol (IP) telephony gateway for receiving at least one PSTN line; a database connected to the gateway for providing telephone customer information; one or more client information processing units, each unit capable of being linked to at least one IP telephone; and local area network connecting each of the client information processing units with the gateway. In accordance with another embodiment of the present invention, a method and computer readable storage medium that corresponds to the above system.
摘要翻译： 一种用于通过公共交换电话网络（PSTN）提供批量呼叫的系统，包括：用于接收至少一条PSTN线路的因特网协议（IP）电话网关; 连接到网关以提供电话客户信息的数据库; 一个或多个客户端信息处理单元，每个单元能够被链接到至少一个IP电话; 以及将每个客户端信息处理单元与网关连接的局域网。 根据本发明的另一实施例，一种对应于上述系统的方法和计算机可读存储介质。
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公开(公告)号：US10332071B2
公开(公告)日：2019-06-25
申请号：US11615856
申请日：2006-12-22
摘要： The present invention discloses a solution for handling text exchange input in a composite service environment. The method can included a step of conveying text exchange input to an ACM engine. The ACM engine can map the text exchange input to field and variable values of a component services application. A memory of the composite service environment can be updated using the mapping results. Specifically, field and variable values can be updated that are stored in the memory for a session of the component services application for which the text exchange input was provided.
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公开(公告)号：US09462126B2
公开(公告)日：2016-10-04
申请号：US12037786
申请日：2008-02-26
CPC分类号： H04M3/5158 , G10L17/00 , H04M3/4936
摘要： A method for tracking the location of an individual can include selecting a first audio clip from a plurality of audio clips, wherein each audio clip comprises a different question for the individual and wherein a correct answer corresponds to each audio clip. The method can further include initiating a telephone call to a telephone of the individual at a desired location and playing the first audio clip for the individual via the telephone call. The method can further include receiving an oral response to the first audio clip from the individual via the telephone call and executing a speech recognition process upon the oral response. The method can further include comparing the oral response to a voice print of the individual and storing a record indicating that the individual is compliant if the oral response matches the correct answer and the oral response matches the voice print.
摘要翻译： 用于跟踪个人位置的方法可以包括从多个音频剪辑中选择第一音频剪辑，其中每个音频剪辑包括针对个体的不同问题，并且其中正确答案对应于每个音频剪辑。 该方法还可以包括在期望的位置发起对个人的电话的电话呼叫，并通过电话呼叫播放个人的第一音频剪辑。 该方法还可以包括经由电话呼叫从个体接收对第一音频剪辑的口头响应，并在口头响应时执行语音识别过程。 该方法还可以包括将口头响应与个体的语音印刷进行比较，并且如果口头响应与正确答案匹配并且口头响应与语音打印匹配，则存储指示个人是否符合的记录。
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35.发明授权Identifying contact center agents based upon biometric characteristics of an agent's speech 有权根据代理人演讲的生物特征识别联络中心代理公开(公告)号：US09247056B2
公开(公告)日：2016-01-26
申请号：US11680908
申请日：2007-03-01
CPC分类号： H04M3/51 , G10L17/00 , H04M2201/41
摘要： The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.
摘要翻译： 本发明公开了具有说话人识别和验证（SIV）能力的联络中心。 在本发明中，一组联络中心组件可以提供与呼叫者的自动交互式通信，可以为等待与直播代理通信的呼叫者提供队列管理，并且可以提供基于技能的路由以将呼叫者分配给现场代理。 SIV组件可以基于所分析的语音话语的生物特征分析语音话语来确定说话者识别。 另外，SIV组件可以处理来自联络中心会话的语音。 在一个实施例中，SIV组件可以防止呼叫中心不知情的代理发生。 SIV组件也可用于区分通信会话内容是否由联络中心代理或呼叫者发言。
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公开(公告)号：US09129599B2
公开(公告)日：2015-09-08
申请号：US11874230
申请日：2007-10-18
CPC分类号： G10L15/065 , G10L15/02 , G10L15/06 , G10L15/20 , G10L15/30 , G10L17/04 , G10L17/26 , G10L2015/228
摘要： A method for execution on a server for serving presence information, the method for providing dynamically loaded speech recognition parameters to a speech recognition engine, can be provided. The method can include storing at least one rule for selecting speech recognition parameters, wherein a rule comprises an if-portion including criteria and a then-portion specifying speech recognition parameters that must be used when the criteria is met. The method can further include receiving notice that a speech recognition session has been initiated between a user and the speech recognition engine. The method can further include selecting a first set of speech recognition parameters responsive to executing the at least one rule and providing to the speech recognition engine the first set of speech recognition parameters for performing speech recognition of the user.
摘要翻译： 可以提供一种用于在服务器上执行服务呈现信息的方法，用于向语音识别引擎提供动态加载的语音识别参数的方法。 该方法可以包括存储用于选择语音识别参数的至少一个规则，其中规则包括包含条件的if部分和当满足标准时必须使用的当时部分指定语音识别参数。 该方法还可以包括接收在用户和语音识别引擎之间已经发起语音识别会话的通知。 该方法还可以包括响应于执行至少一个规则选择第一组语音识别参数，并向语音识别引擎提供用于执行用户的语音识别的第一组语音识别参数。
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37.发明授权Skills based routing in a standards based contact center using a presence server and expertise specific watchers 有权在基于标准的联络中心中使用基于技能的路由，使用在线服务器和具有专门知识的观察者公开(公告)号：US09055150B2
公开(公告)日：2015-06-09
申请号：US11680839
申请日：2007-03-01
IPC分类号： H04M3/00 , H04M3/523 , H04L29/06 , H04L29/08 , H04M5/00 , H04L12/66 , H04M3/42 , H04M3/51 , H04M7/00
CPC分类号： H04M3/5233 , H04L65/40 , H04L67/24 , H04M3/42102 , H04M3/42365 , H04M3/42374 , H04M3/51 , H04M3/5191 , H04M7/006 , H04M2203/6009
摘要： The present invention discloses a presence management system for a contact center including a presence server, a data store, and one or more watchers. The presence server can accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an open standard, such as an Internet Engineering Task Force (IETF) based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents, wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise.
摘要翻译： 本发明公开了一种用于包括存在服务器，数据存储和一个或多个监视器的联络中心的存在管理系统。 存在服务器可以使用基于基于互联网工程任务组（IETF）的标准的开放标准的基于会话发起协议（SIP）的消息来接受，管理和分发呈现信息。 数据存储可以通信地链接到呈现服务器，并且可以被配置为存储在场信息。 存储的存在信息可以包括用于多个联络中心代理的存在信息，其中对于每个代理，存储的存在信息包括用于相关代理的专业知识的元素。 观察者可以订阅由呈现服务器管理的呈现信息。 每个观察者可以对应于独特的专业知识。 与专业知识相关的观察者可以观察具有该专长的所有联络中心代理的存在信息。
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38.发明授权System and method for call center agent quality assurance using biometric detection technologies 有权使用生物识别技术的呼叫中心代理质量保证的系统和方法公开(公告)号：US08654937B2
公开(公告)日：2014-02-18
申请号：US11291064
申请日：2005-11-30
IPC分类号： H04M1/64
CPC分类号： H04M3/5175
摘要： A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.
摘要翻译： 一种用于在交互式语音对话期间评估呼叫接收者响应的质量的方法，系统和计算机程序。 本发明的实施例解决了本领域关于生物特征分析的缺陷，并且提供了一种用于使用生物识别技术的呼叫中心代理质量保证的新颖且非显而易见的方法，系统和计算机程序产品。 提供了一种使用生物识别技术自动监控呼叫中心代理人的技能，情绪，专业和行为以及提供适当行动以改善客户处理和满意度的解决方案。 该解决方案提供了一种自动化方法，用于检测潜在问题，并提前采取行动，提供一致，优质的客户服务。
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公开(公告)号：US08594305B2
公开(公告)日：2013-11-26
申请号：US11684333
申请日：2007-03-09
IPC分类号： H04M1/64
CPC分类号： H04M3/51 , H04M2203/357
摘要： The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is communicating with a contact center. A dialog contract can be identified that corresponds to the determined context. The dialog contract can specify requirements for a real-time contact center session. The contact center can transfer the caller to a contact center agent. The real-time communication session can be conducted. A software program, referred to as an agent monitor, can analyze input of the caller and the contact center agent during the communication session and can automatically update a session file as requirements of the dialog contract are satisfied. The session file can be used as a quality measurement of the communication session.
摘要翻译： 本解决方案可以包括使用对话契约进行联络中心交互的方法。 该方法可以包括确定适用于与联络中心通信的呼叫者的上下文的步骤。 可以识别对应于确定的上下文的对话契约。 对话合同可以指定实时联络中心会话的要求。 联络中心可以将呼叫者转接到联络中心代理。 可以进行实时通信会话。 称为代理监视器的软件程序可以在通信会话期间分析呼叫者和联络中心代理的输入，并且可以根据对话契约的要求来自动更新会话文件。 会话文件可以用作通信会话的质量测量。
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40.发明授权Determining and storing at least one results set in a global ontology database for future use by an entity that subscribes to the global ontology database 有权确定并存储全局本体数据库中的至少一个结果集，以备将来由订阅全局本体数据库的实体使用公开(公告)号：US08495004B2
公开(公告)日：2013-07-23
申请号：US11390398
申请日：2006-03-27
申请人： Vijay Dheap , Baiju D. Mandalia
发明人： Vijay Dheap , Baiju D. Mandalia
CPC分类号： G06F17/30914 , G06F17/30371 , G06F17/30734 , G06F17/30917
摘要： Determining and storing at least one validated results set in a global ontology database for future use by an entity that subscribes to the global ontology database. If global ontology data is stored in a global ontology database, attempt to determine a mapping between first and second ontologies. If a mapping between the first and second ontologies can be determined from the global ontology data, the mapping is validated and the validated mapping is defined as a validated results set. If global ontology data is not stored in a global ontology database or a mapping between the first and second ontologies can not be determined from global ontology data stored in the global ontology database, the first and second ontologies are unified by determining a mapping between the first and second ontologies, the mapping is validated and the validated mapping is defined as a validated results set. The validated results set is stored in the global ontology database for future use by an entity that subscribes to the global ontology database.
摘要翻译： 确定并存储全球本体数据库中至少一个经过验证的结果集，以备将来由订阅全局本体数据库的实体使用。 如果全局本体数据存储在全局本体数据库中，则尝试确定第一和第二本体之间的映射。 如果可以从全局本体数据确定第一和第二本体之间的映射，则验证映射并将验证的映射定义为经验证的结果集。 如果全局本体数据未被存储在全局本体数据库中，或者不能从存储在全局本体数据库中的全局本体数据确定第一和第二本体之间的映射，则通过确定第一和第二本体之间的映射来统一第一和第二本体 和第二本体，验证映射，并将验证的映射定义为验证结果集。 经验证的结果集存储在全局本体数据库中，以备将来由订阅全局本体数据库的实体使用。
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