公开(公告)号：US09538010B2

公开(公告)日：2017-01-03

申请号：US14796899

申请日：2015-07-10

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M7/00 ,  G06Q10/06

CPC分类号： H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

摘要： In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

摘要翻译： 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

公开(公告)号：US09456085B1

公开(公告)日：2016-09-27

申请号：US14333969

申请日：2014-07-17

申请人： Noble Systems Corporation

发明人： Andy E. Perdue ,  Karl H. Koster

IPC分类号： H04M3/523 ,  H04M3/51

CPC分类号： H04M3/5158 ,  H04M3/46 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

摘要： A party associated with multiple contact addresses, such as a home, cell, and/or work telephone numbers, is contacted by a dialer using a contact attempt sequence that defines how the various contact addresses are used. A graphical user interface allows a user to create a visual representation of the contact attempt sequence flow for contacting the party, e.g., a template, where logic is defined indicating how and when the various contact addresses are to be used. Thus, in one instance, the dialer may use the template to make multiple attempts to reach the party using first their home number and then their cell phone number, and if such attempts are unsuccessful, then make a further attempt to the reach the party using their work number, wherein attempts to reach the party using the home, cell, and/or work phone numbers may be limited over one or more defined time periods.

摘要翻译： 与多个联系人地址（例如家庭，小区和/或工作电话号码）相关联的方由拨号器使用定义如何使用各种联系人地址的联系人尝试序列来联系。 图形用户界面允许用户创建用于联系方的联系人尝试序列流的可视表示，例如模板，其中定义逻辑指示如何以及何时使用各种联系人地址。 因此，在一种情况下，拨号器可以使用模板进行多次尝试以首先使用他们的家庭号码和他们的蜂窝电话号码到达该方，并且如果这样的尝试不成功，则进一步尝试到达该方使用 他们的工作号码，其中使用家庭，小区和/或工作电话号码到达方的尝试可以被限制在一个或多个限定的时间段上。

公开(公告)号：US09338027B2

公开(公告)日：2016-05-10

申请号：US13330084

申请日：2011-12-19

申请人： Mohit Talwar ,  Miladin Pavlicic ,  Siddharth Murlidhar

发明人： Mohit Talwar ,  Miladin Pavlicic ,  Siddharth Murlidhar

IPC分类号： H04M1/64 ,  H04L12/58 ,  H04M3/533 ,  H04M3/42 ,  H04M7/00

CPC分类号： H04M3/5315 ,  G10L15/265 ,  H04L41/04 ,  H04L41/08 ,  H04L51/16 ,  H04L51/36 ,  H04M1/72547 ,  H04M3/42382 ,  H04M3/53325 ,  H04M3/53333 ,  H04M7/0024 ,  H04M7/0033 ,  H04M7/006 ,  H04M2201/16 ,  H04M2207/18 ,  H04W4/12 ,  H04W12/06

摘要： Methods and systems directed to retrieving voicemails from a voice mailbox server. In particular embodiments, a mailbox server may receive a notification from the voice mailbox server and connect to the voice mailbox server providing the credentials of a client device, and pull new voicemails for storage at the mailbox server. In particular embodiments, mailbox server periodically polls voice mailbox server for new voicemail messages. In particular embodiments, a client device polls or receives notification of new voicemails, and transmits a downloaded message to the mailbox server.

摘要翻译： 用于从语音邮箱服务器检索语音邮件的方法和系统。 在特定实施例中，邮箱服务器可以从语音邮箱服务器接收通知，并连接到提供客户端设备的凭据的语音邮箱服务器，并且拉取新的语音邮件以存储在邮箱服务器。 在特定实施例中，邮箱服务器周期性地轮询语音邮箱服务器以获得新的语音邮件消息。 在特定实施例中，客户端设备轮询或接收新的语音邮件的通知，并将下载的消息发送到邮箱服务器。

公开(公告)号：US09319521B1

公开(公告)日：2016-04-19

申请号：US14569221

申请日：2014-12-12

申请人： Elwha LLC

发明人： Alistair K. Chan ,  William D. Duncan ,  Roderick A. Hyde ,  Ozgur Emek Yildirim

IPC分类号： H04M3/42 ,  H04M3/432 ,  H04W4/14 ,  H04M3/533

CPC分类号： H04M3/42195 ,  H04M1/64 ,  H04M3/42059 ,  H04M3/42348 ,  H04M3/432 ,  H04M3/53325 ,  H04M3/5335 ,  H04M3/53366 ,  H04M2201/16 ,  H04M2203/2072 ,  H04M2203/655 ,  H04W4/14

摘要： A computing device includes a memory; and a processing circuit coupled to the memory and configured to receive call data regarding a plurality of telephone calls placed to the computing device, each of the plurality of telephone calls being placed by a caller; prioritize each caller based on the call data and prioritization data stored in the memory, the prioritization data providing an indication of a relationship between each caller and a receiver associated with the computing device and including at least one of electronic contact data, electronic calendar data, and social media data; determine a future time for each caller to speak with the receiver based on the prioritization of each caller; and transmit a message to each caller providing an indication of the future time.

摘要翻译： 计算设备包括存储器; 以及处理电路，其耦合到所述存储器并且被配置为接收关于放置到所述计算设备的多个电话呼叫的呼叫数据，所述多个电话呼叫中的每一个由呼叫者放置; 基于存储在存储器中的呼叫数据和优先级数据来对每个呼叫者进行优先级排序，优先化数据提供每个呼叫者与与计算设备相关联的接收者之间的关系的指示，并且包括电子联系人数据，电子日历数据， 和社交媒体数据; 确定每个呼叫者基于每个呼叫者的优先级与接收者通话的将来时间; 并向每个呼叫者发送消息以提供未来时间的指示。

公开(公告)号：US20160036978A1

公开(公告)日：2016-02-04

申请号：US14448376

申请日：2014-07-31

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Michael Rybachenko ,  Ivan Lysiuk

IPC分类号： H04M3/523

CPC分类号： H04M3/5235 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/14 ,  H04M2201/16

摘要： A system and method include a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to allocate interactions to a server based on a function of a criteria over time, where the server can only handle a determined number of interactions at a time.

摘要翻译： 系统和方法包括处理器和存储器。 存储器存储指令，当处理器执行该指令时，处理器根据一段时间内的标准的功能将处理器分配到服务器，其中服务器一次只能处理确定数量的交互。

公开(公告)号：US20150326730A1

公开(公告)日：2015-11-12

申请号：US14801350

申请日：2015-07-16

申请人： International Business Machines Corporation

发明人： Darryl M. Adderly ,  Prasad Kashyap ,  Brian J. Murray ,  Wenjian Qiao

IPC分类号： H04M3/56

CPC分类号： H04M3/563 ,  H04M3/56 ,  H04M3/561 ,  H04M2201/16

摘要： Methods, products, apparatuses, and systems may facilitate a conference operation. The conference operation may include conference chaining, conference switching, conference modification, conference announcement, and so on. A collection of authentication data for a plurality of distinct conferences may be performed to chain the conferences. Switching among the distinct conference may be performed in response to a switch key code. The switch key code may include a general key code applicable to each of the conferences and/or a specific key code application to a specific conference.

公开(公告)号：US20150312415A1

公开(公告)日：2015-10-29

申请号：US14796899

申请日：2015-07-10

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Nikolay Anisimov ,  Yevgeniy Petrovykh ,  Mark Scott

IPC分类号： H04M3/51 ,  G06Q10/06

CPC分类号： H04M3/5191 ,  G06Q10/067 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M2201/16

摘要： In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.

摘要翻译： 在联络中心，用于处理通信事件的系统具有用于管理等待被路由的事件的交互服务器，用于路由事件的路由服务器，规则引擎和执行规则调用逻辑并与规则引擎交互的网关服务器。 交互服务器跟踪传入事件，启动并向路由服务器发送路由请求，包括特定路由对象，对于需要符合业务规则的每个事件，路由服务器执行路由对象，向网关发送执行请求 服务器，其在接收到请求时准备业务对象模型（BOM），其是规则引擎执行适合于事实的规则的一组事实，导致路由服务器路由事件的路由方向。

公开(公告)号：US08855282B2

公开(公告)日：2014-10-07

申请号：US13619367

申请日：2012-09-14

申请人： Lingyan Wu ,  Yuan Bao ,  Guojun Xu ,  Haoyu Wang ,  Shanyang Ke

发明人： Lingyan Wu ,  Yuan Bao ,  Guojun Xu ,  Haoyu Wang ,  Shanyang Ke

IPC分类号： H04M3/42 ,  H04M7/00 ,  H04M7/12

CPC分类号： H04M7/129 ,  H04M3/42017 ,  H04M3/42059 ,  H04M3/42102 ,  H04M2201/16

摘要： A method, system and apparatus for implementing a Multimedia Ring Back Tone (MRBT) service are provided. The method includes: receiving a call request originated by a calling terminal; parsing a tone playing policy specifying whether to play a caller tone or a callee tone or whether to filter a tone; performing caller tone media negotiation or callee tone media negotiation, or performing no tone negotiation according to the parsing result; and playing the caller tone or the callee tone to the caller, or playing no tone. With the technical solution of the present invention, the caller tone service can be implemented in the IMS domain. Whether a caller tone or a callee tone is played to the caller is determined according to a preset policy. Furthermore, the tone filtering service is also implemented. This gives a user freedom in experiencing the MRBT service.

公开(公告)号：US08812004B2

公开(公告)日：2014-08-19

申请号：US13260639

申请日：2009-03-31

申请人： Zhuo Zhang ,  Xiaobo Jia

发明人： Zhuo Zhang ,  Xiaobo Jia

IPC分类号： H04W40/00 ,  H04M3/00 ,  H04M3/42

CPC分类号： H04M3/42 ,  H04M3/42059 ,  H04M3/42102 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2201/18 ,  H04M2201/22 ,  H04M2207/18

摘要： The present invention provides a method for handling a call conflict at a call processing apparatus in a communication network, said call processing apparatus comprising a first call processing element which handles a first call initiated by a first terminal and a second call processing element which handles a second call initiated by a second terminal, when said second call processing element receives an incall message initiated by said first terminal and directed to communicate with said second terminal while said second terminal is in busy state, the method comprising: inquiring the called number in the call record of said second terminal; comparing initiating times of said first call and said second call, if said called number in said call record of said second terminal is the number of said first terminal contained in said incall message; and releasing the call with later initiating time and continuing setting up of the call with earlier initiating time, based on result of the comparison. Corresponding call processing apparatus and program product are also disclosed.

摘要翻译： 本发明提供了一种在通信网络中的呼叫处理装置处理呼叫冲突的方法，所述呼叫处理装置包括处理由第一终端发起的第一呼叫的第一呼叫处理元件和处理第一呼叫处理元件的第二呼叫处理元件 当所述第二呼叫处理单元在所述第二终端处于忙状态时接收到由所述第一终端发起并指示与所述第二终端通信的接收消息时，由所述第二终端发起的所述第二呼叫，所述方法包括： 所述第二终端的呼叫记录; 如果所述第二终端的所述呼叫记录中的所述被叫号码是包含在所述接收消息中的所述第一终端的号码，则比较所述第一呼叫和所述第二呼叫的发起时间; 并根据比较结果，在稍后启动时间内释放呼叫，并以较早启动时间继续设置呼叫。 还公开了相应的呼叫处理装置和节目产品。

公开(公告)号：US08724787B2

公开(公告)日：2014-05-13

申请号：US13619229

申请日：2012-09-14

申请人： Lingyan Wu ,  Yuan Bao ,  Guojun Xu ,  Haoyu Wang ,  Shanyang Ke

发明人： Lingyan Wu ,  Yuan Bao ,  Guojun Xu ,  Haoyu Wang ,  Shanyang Ke

IPC分类号： H04M3/42 ,  H04M7/00

CPC分类号： H04M7/129 ,  H04M3/42017 ,  H04M3/42059 ,  H04M3/42102 ,  H04M2201/16

摘要： A method, system and apparatus for implementing a Multimedia Ring Back Tone (MRBT) service are provided. The method includes: receiving a call request originated by a calling terminal; parsing a tone playing policy specifying whether to play a caller tone or a callee tone or whether to filter a tone; performing caller tone media negotiation or callee tone media negotiation, or performing no tone negotiation according to the parsing result; and playing the caller tone or the callee tone to the caller, or playing no tone. With the technical solution of the present invention, the caller tone service can be implemented in the IMS domain. Whether a caller tone or a callee tone is played to the caller is determined according to a preset policy. Furthermore, the tone filtering service is also implemented. This gives a user freedom in experiencing the MRBT service.

摘要翻译： 提供了一种用于实现多媒体回铃音（MRBT）服务的方法，系统和装置。 该方法包括：接收由主叫终端发起的呼叫请求; 解析音调播放策略，指定是播放呼叫者音调还是被呼叫者音调，还是过滤音调; 执行呼叫者音调媒体协商或被叫音调媒体协商，或根据解析结果不执行音调协商; 并向呼叫者播放呼叫者语音或被呼叫方，或者不播音。 利用本发明的技术方案，可以在IMS域中实现呼叫者语音业务。 根据预设策略确定是否向主叫方播放来电铃声或被呼叫者。 此外，还实现了音调滤波服务。 这为用户提供了体验MRBT服务的自由。