公开(公告)号：US08437466B2

公开(公告)日：2013-05-07

申请号：US12323561

申请日：2008-11-26

Applicant: Wei Li ,  Ya Bo Li ,  Wei Xiong Shang ,  Zhe Xiang ,  Yi Xin Zhao

Inventor： Wei Li ,  Ya Bo Li ,  Wei Xiong Shang ,  Zhe Xiang ,  Yi Xin Zhao

IPC: H04M3/00

CPC classification number: H04M3/493 ,  H04M2201/36

Abstract: A method and apparatus for resuming a session between a client device and an IVR system in customer service. The method includes the following steps: reestablishing the session in customer service; determining whether there is status information of an abnormally terminated session corresponding to the reestablished session in customer service; retrieving the status information of the abnormally terminated session in customer service; and resuming the session between the client device and the IVR system in customer service according to the retrieved status information.

Abstract translation: 一种用于在客户服务中恢复客户端设备和IVR系统之间的会话的方法和装置。 该方法包括以下步骤：重新建立客户服务中的会话; 确定在客户服务中是否存在与重新建立的会话相对应的异常终止的会话的状态信息; 检索客户服务中异常终止会话的状态信息; 并根据检索到的状态信息在客户端服务中恢复客户端设备与IVR系统之间的会话。

公开(公告)号：US08370480B2

公开(公告)日：2013-02-05

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.

公开(公告)号：US08369840B2

公开(公告)日：2013-02-05

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: H04M11/10 ,  H04M1/663

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。

公开(公告)号：US08359219B2

公开(公告)日：2013-01-22

申请号：US12180382

申请日：2008-07-25

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

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

IPC: G06F9/46

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.

公开(公告)号：US20120321065A1

公开(公告)日：2012-12-20

申请号：US13598868

申请日：2012-08-30

Applicant: Faith McGary ,  Xavier Riley ,  Michael Bates ,  Scott DeNardo

Inventor： Faith McGary ,  Xavier Riley ,  Michael Bates ,  Scott DeNardo

IPC: H04M3/42

CPC classification number: H04M3/4931 ,  H04M2201/10 ,  H04M2201/18 ,  H04M2201/36

Abstract: A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester. A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry. An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.

Abstract translation: 目录辅助系统包括：请求处理模块，用于从请求者接收多个传入目录辅助请求;以及代理平台，用于通过向请求者提供至少一个列表来处理目录协助请求。 记录数据库存储与第一请求相关的记录，并且包括第一标识符，时间和列表条目。 传入请求跟踪模块通过查看与目录协助请求相关联的第二标识符来跟踪第二传入目录辅助请求，将第二标识符与记录中的第一标识符进行比较，以及如果记录具有来自请求的第二标识符匹配的第一标识符 然后，在将第二请求发送到代理平台之前，提供自动将所存储的列表条目从记录提供给请求者。

公开(公告)号：US20120155631A1

公开(公告)日：2012-06-21

申请号：US13406854

申请日：2012-02-28

Applicant: Thomas M. Minnich, JR. ,  Ted Alan Wrenn, JR.

Inventor： Thomas M. Minnich, JR. ,  Ted Alan Wrenn, JR.

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  H04M3/42365 ,  H04M2201/12 ,  H04M2201/36 ,  H04M2201/38

Abstract: A method for calculating an average capability for each of a plurality of agents includes obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.

Abstract translation: 用于计算多个代理中的每一个的平均能力的方法包括获得每个代理的呼叫完成数据。 呼叫完成数据用于计算每个代理的历史平均值。 历史平均值用于计算每个代理的平均能力。

公开(公告)号：US08175242B2

公开(公告)日：2012-05-08

申请号：US11950627

申请日：2007-12-05

Applicant: Scott S. Firestone

Inventor： Scott S. Firestone

IPC: H04M3/42

CPC classification number: H04M3/2218 ,  H04M3/42025 ,  H04M3/42221 ,  H04M3/56 ,  H04M2201/14 ,  H04M2201/36 ,  H04M2201/38

Abstract: A method includes determining information regarding a conference among a plurality of participants. The information may include a respective cumulative talk time of each of the plurality of participants. In accordance with a particular embodiment of the present invention, the respective cumulative talk times of each of the plurality of participants is graphically presented to at least one of the plurality of participants.

Abstract translation: 一种方法包括在多个参与者中确定关于会议的信息。 该信息可以包括多个参与者中的每一个的相应的累积通话时间。 根据本发明的特定实施例，多个参与者中的每一个的相应累积通话时间被图形地呈现给多个参与者中的至少一个。

公开(公告)号：US20120083255A1

公开(公告)日：2012-04-05

申请号：US12897351

申请日：2010-10-04

Applicant: VANESSA FRIAS MARTINEZ ,  ENRIQUE FRIAS MARTINEZ

Inventor： VANESSA FRIAS MARTINEZ ,  ENRIQUE FRIAS MARTINEZ

IPC: H04M3/42

CPC classification number: H04M3/42 ,  H04M3/2218 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2207/18

Abstract: The invention relates to a method for gender identification of a cell-phone subscriber. There are two main steps: constructing a general model of female and male calling behaviour from a set of variables obtained for each subscriber; and classifying an individual calling behaviour of a subscriber comparing it with the general model. The method includes the step of constructing the general model comprises obtaining a set of data, that may be obtained from calling detail records, that are saved at a database every time a subscriber makes or receives a phone call; computing a set of variables using a set of instances from subscribers who their gender is already known; and applying an algorithm which generates groups labelled as male or female behaviour. Finally, in the step of classifying, the gender of the subscriber is identified by assigning to the subscriber the label of the closest group.

Abstract translation: 本发明涉及一种用于手机用户的性别识别的方法。 有两个主要步骤：从为每个用户获得的一组变量构建女性和男性呼叫行为的一般模型; 并将用户的个人呼叫行为与一般模型进行分类。 该方法包括构建一般模型的步骤包括从每个用户进行或接收电话呼叫时获得在数据库中保存的可从呼叫详细记录获得的一组数据; 使用他们的性别已知的订户的一组实例来计算一组变量; 并应用生成标记为男性或女性行为的群组的算法。 最后，在分类步骤中，通过向用户分配最接近的组的标签来识别用户的性别。

公开(公告)号：US20120078692A1

公开(公告)日：2012-03-29

申请号：US13175992

申请日：2011-07-05

Applicant: Jason Dugard ,  Michael Lauwaert

Inventor： Jason Dugard ,  Michael Lauwaert

IPC: G06Q30/00 ,  G06F17/30

CPC classification number: H04M3/2218 ,  G06Q30/02 ,  G06Q30/0241 ,  H04L65/1006 ,  H04L65/1053 ,  H04L65/1069 ,  H04L65/4053 ,  H04M3/4878 ,  H04M7/006 ,  H04M2201/36

Abstract: Systems and methods for call measurement services. The system is operatively coupled to a communication network. An advertisement accessible via the communication network is provided, wherein the advertisement includes an inbound address. The call measurement system includes a routing system operatively coupled to the communication network and configured to receiving an originating voice communication corresponding to the inbound address. The system also includes an address database operatively coupled to the routing system. The address database stores an outbound address corresponding to the inbound address. The routing system is also configured to connect the originating voice communication to the outbound address.

Abstract translation: 呼叫测量服务的系统和方法。 该系统可操作地耦合到通信网络。 提供通过通信网络可访问的广告，其中广告包括入站地址。 呼叫测量系统包括可操作地耦合到通信网络并被配置为接收对应于入站地址的始发语音通信的路由系统。 系统还包括可操作地耦合到路由系统的地址数据库。 地址数据库存储对应于入站地址的出站地址。 路由系统还被配置为将始发语音通信连接到出站地址。

公开(公告)号：US20120051525A1

公开(公告)日：2012-03-01

申请号：US13292436

申请日：2011-11-09

Applicant: Mazin GILBERT

Inventor： Mazin GILBERT

IPC: G10L17/00 ,  H04M1/64

CPC classification number: H04M3/4936 ,  G10L17/04 ,  G10L17/14 ,  H04M3/385 ,  H04M3/42221 ,  H04M3/51 ,  H04M2201/36 ,  H04M2201/41 ,  H04M2203/6045

Abstract: A method includes registering a voice of a party in order to provide voice verification for communications with an entity. A call is received from a party at a voice response system. The party is prompted for information and verbal communication spoken by the party is captured. A voice model associated with the party is created by processing the captured verbal communication spoken by the party and is stored. The identity of the party is verified and a previously stored voice model of the party, registered during a previous call from the party, is updated. The creation of the voice model is imperceptible to the party.

Abstract translation: 一种方法包括登记一方的声音以便为与实体的通信提供语音验证。 从语音响应系统的一方接收到呼叫。 党被提示信息和党的口头沟通被捕获。 与派对相关联的语音模型是通过处理由该方所说出的所捕获的口头通信来存储的。 验证方的身份，并更新先前存储的在该方的先前呼叫中注册的该方的语音模型。 声音模式的创建是党无法察觉的。