公开(公告)号：US20100159875A1

公开(公告)日：2010-06-24

申请号：US12338935

申请日：2008-12-18

Applicant: Gregory H. Bellows

Inventor： Gregory H. Bellows

IPC: H04M1/66 ,  H04M3/00

CPC classification number: H04M1/274516 ,  H04M1/72527 ,  H04M2201/22 ,  H04M2201/36 ,  H04M2203/551 ,  H04M2207/18 ,  H04W76/10 ,  H04W92/18 ,  H04W99/00

Abstract: A method comprises a first telephone handset selecting a second telephone handset as an approved contact exchange partner. The first telephone handset and the second telephone handset comprise contact information organized in a database. The first telephone handset establishes a telephone call between the first telephone handset and the second telephone handset. The first telephone handset receives contact update information from the second telephone handset in a first protocol. The first telephone handset synchronizes the contact update information with the contact information of the first telephone handset.

Abstract translation: 一种方法包括：将第二电话听筒选择为经批准的接触交换伙伴的第一电话听筒。 第一电话听筒和第二电话听筒包括组织在数据库中的联系信息。 第一电话听筒在第一电话听筒和第二电话听筒之间建立电话呼叫。 第一电话听筒以第一协议从第二电话听筒接收联系人更新信息。 第一电话手机将联系人更新信息与第一电话听筒的联系信息同步。

公开(公告)号：US20100098238A1

公开(公告)日：2010-04-22

申请号：US12573938

申请日：2009-10-06

Applicant: Mamoru Goto ,  Hiroshi Hoya

Inventor： Mamoru Goto ,  Hiroshi Hoya

IPC: H04M3/42

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

Abstract: A phone call status reenactment device for reenacting connection status of a phone call includes a storage and a display unit. The storage stores event data for each event in which connection status of a phone call has changed. The event data includes time data indicating a time when the connection status changed and type data indicating a type of event. The display unit displays data on connection status in response to an instruction. The data on connection status is displayed in order of time in accordance with the event data stored in the storage. The data on connection status includes a quantity of phone calls before answered by a phone call taker, a quantity of phone calls ended without answered by a phone call taker, and a quantity of phone calls answered by a phone call taker.

Abstract translation: 用于重新发送电话的连接状态的电话状态重新设备包括存储和显示单元。 存储器存储电话的连接状态已经改变的每个事件的事件数据。 事件数据包括指示连接状态改变的时间的时间数据和表示事件类型的数据。 显示单元响应于指令显示关于连接状态的数据。 根据存储在存储器中的事件数据，按照时间顺序显示连接状态的数据。 关于连接状态的数据包括在由电话接听者应答之前的电话数量，没有由电话接听者应答的电话呼叫数量以及由电话接听者应答的电话数量。

公开(公告)号：US20100069034A1

公开(公告)日：2010-03-18

申请号：US12588569

申请日：2009-10-20

Applicant: Richard Dickinson

Inventor： Richard Dickinson

IPC: H04M11/04

CPC classification number: H04M3/2281 ,  H04M3/38 ,  H04M3/436 ,  H04M2201/36 ,  H04W4/16

Abstract: Calls from a phone identified as being a source of harassing or other undesirable phone calls are blocked at a mobile positioning center (MPC). Upon request by the PSAP, a call record detail can be obtained from the MPC revealing a simulated “callback phone number” as well as a unique number identifier of the phone, such as an ESN or MEID. The MPC then intercepts all future incoming calls from phones with that unique identifier number and routes them to a recording that advises the harasser that the phone has been identified as a harasser and is now blocked. The recording can also advise the caller how to restore service. In a preferred embodiment, the MPC sets a timer to automatically restore service after a designated length of time.

Abstract translation: 来自被识别为骚扰源或其他不良电话呼叫的电话的呼叫在移动定位中心（MPC）被阻止。 根据PSAP的要求，可以从MPC获得呼叫记录详细信息，显示模拟的“回叫电话号码”以及电话的唯一号码标识符，例如ESN或MEID。 MPC然后拦截来自具有该唯一标识符号码的电话的所有未来呼叫，并将其路由到录音，向骚扰者通知该电话已被识别为骚扰者，并且现在被阻止。 记录还可以建议呼叫者如何恢复服务。 在优选实施例中，MPC设置定时器以在指定的时间长度之后自动恢复服务。

公开(公告)号：US20100054452A1

公开(公告)日：2010-03-04

申请号：US12202097

申请日：2008-08-29

Applicant: Hassan AFZAL

Inventor： Hassan AFZAL

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/408

Abstract: Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

Abstract translation: 公开了用于将呼叫者路由到具有智能路由系统的联络中心中的代理的方法和系统。 示例性方法包括基于使用呼叫者数据和代理数据的模式匹配算法将呼叫者路由到代理，其中代理数据包括来自过去的代理 - 呼叫者配对的代理满足数据。 代理人满意度数据可以通过代理商对过去的代理人 - 来电者联系人的满意度的调查来获得。 模式匹配算法可以使用代理满意度数据来尝试增加未来呼叫的代理满意度，从而潜在地减少代理人的消耗和呼叫中心的成本，增加代理的士气等等。 来自过去代理人 - 来电者配对的代理人满意度数据和输出可以由联络中心针对其他代理数据和呼叫者数据进行加权，以期望输出变量的混合。

公开(公告)号：US20100042570A1

公开(公告)日：2010-02-18

申请号：US12192055

申请日：2008-08-14

Applicant: Eric B. Mayers ,  Douglas T. Hudson

Inventor： Eric B. Mayers ,  Douglas T. Hudson

IPC: G06N5/02 ,  G06F15/16

CPC classification number: H04L12/58 ,  H04L51/00 ,  H04L51/04 ,  H04M3/533 ,  H04M3/53333 ,  H04M2201/12 ,  H04M2201/36

Abstract: In a method for displaying messages, a system displays messages from a single user account in multiple viewports. Each viewport orders messages based on an importance score that is calculated based on the user's prior interactions with messages in his user account through that viewport. Each viewport associated with the user account orders messages using a distinct message importance model.

Abstract translation: 在显示消息的方法中，系统在多个视口中显示来自单个用户帐户的消息。 每个视口根据基于用户与他的用户帐户中通过该视口的消息的先前交互计算的重要性分数来排序消息。 与用户帐户相关联的每个视口使用不同的消息重要性模型来排序消息。

公开(公告)号：US20090319329A1

公开(公告)日：2009-12-24

申请号：US12134601

申请日：2008-06-06

Applicant: Pooja Aggarwal ,  Dilip Krishnaswamy ,  Robert S. Daley ,  Patrik Lundqvist

Inventor： Pooja Aggarwal ,  Dilip Krishnaswamy ,  Robert S. Daley ,  Patrik Lundqvist

IPC: G06Q30/00 ,  G06Q10/00 ,  G06Q50/00

CPC classification number: H04L67/306 ,  G06Q30/02 ,  G06Q30/0255 ,  G06Q30/0261 ,  G06Q30/0267 ,  G06Q30/0269 ,  H04L67/025 ,  H04L67/22 ,  H04M3/4211 ,  H04M3/4878 ,  H04M2201/10 ,  H04M2201/36

Abstract: A targeted-content-message-related profile for use with wireless access terminals (W-ATs) may be generated by one or more usage-related rules on the W-AT itself. The usage generate rules may be used by the W-AT to generate a user profile, with the usage-related rule providing a dynamic property to the user profile. All or part of the user profile may then be used as a targeted-content-message-related profile for targeting content messages.

Abstract translation: 可以通过W-AT本身上的一个或多个使用相关规则来生成与无线接入终端（W-AT）一起使用的目标内容消息相关简档。 W-AT可以使用使用生成规则来生成用户简档，其中使用相关规则向用户简档提供动态属性。 然后可将全部或部分用户简档用作用于定向内容消息的目标内容消息相关简档。

公开(公告)号：US20090292531A1

公开(公告)日：2009-11-26

申请号：US12470592

申请日：2009-05-22

Applicant: Thomas J. Ryan ,  Biji K. Janan

Inventor： Thomas J. Ryan ,  Biji K. Janan

IPC: G10L15/04 ,  G10L19/00

CPC classification number: H04M3/42221 ,  G10L15/26 ,  H04M3/2281 ,  H04M3/51 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2201/40 ,  H04M2203/301

Abstract: Streaming voice signals, such as might be received at a contact center or similar operation, are analyzed to detect the occurrence of one or more unprompted, predetermined utterances. The predetermined utterances preferably constitute a vocabulary of words and/or phrases having particular meaning within the context in which they are uttered. Detection of one or more of the predetermined utterances during a call causes a determination of response-determinative significance of the detected utterance(s). Based on the response-determinative significance of the detected utterance(s), a responsive action may be further determined. Additionally, long term storage of the call corresponding to the detected utterance may also be initiated. Conversely, calls in which no predetermined utterances are detected may be deleted from short term storage. In this manner, the present invention simplifies the storage requirements for contact centers and provides the opportunity to improve caller experiences by providing shorter reaction times to potentially problematic situations.

Abstract translation: 分析诸如可能在联络中心处接收的流式语音信号或类似的操作，以检测一个或多个未发音的预定话语的发生。 预定的话语优选地构成在它们被发音的上下文中具有特定含义的单词和/或短语的词汇表。 在通话期间检测一个或多个预定话语导致确定检测到的话语的响应确定性重要性。 基于检测到的话语的响应决定性意义，可以进一步确定响应动作。 此外，也可以启动对应于检测到的话语的呼叫的长期存储。 相反，可以从短期存储中删除未检测到预定话语的呼叫。 以这种方式，本发明简化了联络中心的存储要求，并提供了通过为潜在的有问题的情况提供更短的反应时间来改善呼叫者体验的机会。

公开(公告)号：US20090232294A1

公开(公告)日：2009-09-17

申请号：US12355602

申请日：2009-01-16

Applicant: Qiaobing XIE ,  S. James P. Spottiswoode

Inventor： Qiaobing XIE ,  S. James P. Spottiswoode

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/42187 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/16 ,  H04M2201/18 ,  H04M2201/36

Abstract: Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one caller in a queue of callers, and skipping a caller at the front of the queue of callers for another caller based on the identified caller data. The caller data may include one or both of demographic data and psychographic data. Skipping the caller may be further based on comparing caller data with agent data associated with an agent via a pattern matching algorithm such as a correlation algorithm. In one example, if the caller at the front of the queue has been skipped a predetermined number of times the caller at the front is the next routed (and cannot be skipped again).

Abstract translation: 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的至少一个呼叫者的呼叫者数据，以及基于所识别的呼叫者数据，在呼叫者队列的前面跳过另一个呼叫者的呼叫者。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 跳过呼叫者可以进一步基于通过诸如相关算法的模式匹配算法来比较呼叫者数据与与代理相关联的代理数据。 在一个示例中，如果已经跳过队列前面的呼叫者预定次数，则前面的呼叫者是下次路由（并且不能再跳过）。

公开(公告)号：US07490076B2

公开(公告)日：2009-02-10

申请号：US11500270

申请日：2006-08-07

Applicant: Lunjian Mu ,  Jue Wang

Inventor： Lunjian Mu ,  Jue Wang

IPC: G06F7/00

CPC classification number: H04L51/066 ,  H04L12/1831 ,  H04L51/04 ,  H04M3/42382 ,  H04M3/493 ,  H04M7/006 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2201/38 ,  H04M2203/4536 ,  Y10S707/99931 ,  Y10S707/99933 ,  Y10S707/99934

Abstract: A method for searching across instant message systems and an interconnecting server are disclosed. The method includes the steps of searching in a SIMPLE IM system by a WV-IMPS user, and searching in a WV-IMPS system by a SIMPLE IM user. The interconnecting server includes a message input/output module and a message processing and converting module. The technical solution of the present invention seamlessly connects the search services of the WV-IMPS instant message system and the SIMPLE instant message system, and thus solves the problem on interconnecting search functions between different types of instant message systems.

Abstract translation: 公开了一种用于在即时消息系统和互连服务器之间进行搜索的方法。 该方法包括以下步骤：通过WV-IMPS用户在SIMPLE IM系统中进行搜索，并通过SIMPLE IM用户在WV-IMPS系统中进行搜索。 互连服务器包括消息输入/输出模块和消息处理和转换模块。 本发明的技术方案无缝连接WV-IMPS即时消息系统和SIMPLE即时消息系统的搜索服务，从而解决了在不同类型的即时消息系统之间互连搜索功能的问题。

公开(公告)号：US20090027408A1

公开(公告)日：2009-01-29

申请号：US12099974

申请日：2008-04-09

Applicant: Soon-hoon Hwang ,  Yeon-sun Kang ,  Kyung-hee Seo

Inventor： Soon-hoon Hwang ,  Yeon-sun Kang ,  Kyung-hee Seo

IPC: G09G5/39

CPC classification number: H04M3/567 ,  H04L12/1827 ,  H04M3/563 ,  H04M2201/22 ,  H04M2201/36 ,  H04M2201/38

Abstract: A display apparatus, a control method thereof and a display system having the same are provided. The display apparatus includes: a communication unit; a memory in which the same data as that of an external display apparatus is loaded in the same reference address as that of the external display apparatus; and a controller which controls to change data loaded in a reference address corresponding to address information from the external display apparatus based on data change information from the external display apparatus and to display the changed data if the address information and the data change information are received from the external display apparatus via the communication unit.

Abstract translation: 提供了一种显示装置，其控制方法和具有该显示装置的显示系统。 显示装置包括：通信单元; 将与外部显示装置相同的数据的存储器加载在与外部显示装置相同的参考地址中; 以及控制器，其根据来自外部显示装置的数据变更信息，控制对来自外部显示装置的与地址信息相对应的参考地址中的数据进行加载，并且如果地址信息和数据变更信息从 经由通信单元的外部显示装置。