公开(公告)号：US20030108184A1

公开(公告)日：2003-06-12

申请号：US10015264

申请日：2001-12-12

申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION

发明人： Michael Wayne Brown ,  Joseph Herbert McIntyre ,  Michael A. Paolini ,  James Mark Weaver ,  Scott Lee Winters

IPC分类号： H04M003/00 ,  H04M005/00

CPC分类号： H04M3/4938 ,  H04M3/523

摘要： A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller waiting in a hold queue. The particular caller may be offered an incentive to voice browse the at least one web page, such that an on hold system housing the hold queue may promote voice browsing of specific web pages. Incentives may be in the form of points that are redeemable by the caller, for example, for adjustments in position within the call queue. In addition, the identity of the caller is preferably authenticated and a caller profile accessed according to the authenticated caller identity. Voice browsing web page selections may be tailored for the caller according to the caller profile.

摘要翻译： 提供了一种用于在呼叫者在保持队列中等待时促进呼叫者语音浏览的方法，系统和程序。 至少一个网页被选择用于在保持队列中等待的特定呼叫者的语音浏览。 可以提供特定呼叫者鼓励语音浏览至少一个网页，使得容纳保持队列的保持系统可以促进特定网页的语音浏览。 激励可以是由呼叫者可兑换的点的形式，例如用于调用呼叫队列内的位置。 此外，呼叫者的身份优选地被认证，并且根据认证的呼叫者身份访问呼叫者简档。 语音浏览网页选择可以根据呼叫者简档为呼叫者量身定制。

公开(公告)号：US20030108163A1

公开(公告)日：2003-06-12

申请号：US10015381

申请日：2001-12-12

申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION

发明人： Michael Wayne Brown ,  Joseph Herbert McIntyre ,  Michael A. Paolini ,  James Mark Weaver ,  Scott Lee Winters

IPC分类号： H04M001/64

CPC分类号： H04M1/54

摘要： A method, system, and program for origin device initiated caller identification are provided. A voice utterance is detected at an origin device. A caller identity associated with the voice utterance is identified at the origin device, such that the caller identity is transmittable as an authenticated identity of the caller for a call. An intermediary device receives the caller identity with a call request and specifies services available to the caller according to a caller service profile associated with the caller identity.

摘要翻译： 提供了用于起始设备发起的呼叫者识别的方法，系统和程序。 在原始设备处检测到语音发音。 在原始设备处识别与语音话音相关联的呼叫者身份，使得呼叫者身份可作为呼叫者的认证身份发送。 中间设备用呼叫请求接收呼叫者身份，并根据与呼叫者身份相关联的呼叫者服务简档来指定呼叫者可用的服务。

公开(公告)号：US20030108159A1

公开(公告)日：2003-06-12

申请号：US10015280

申请日：2001-12-12

申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION

发明人： Michael Wayne Brown ,  Joseph Herbert McIntyre ,  Michael A. Paolini ,  James Mark Weaver ,  Scott Lee Winters

IPC分类号： H04M001/64

CPC分类号： H04M3/42 ,  H04M1/271 ,  H04M1/56 ,  H04M1/57 ,  H04M3/382 ,  H04M3/385 ,  H04M3/387 ,  H04M3/42093 ,  H04M3/42102 ,  H04M15/06 ,  H04M2242/22

摘要： A method, system, and program for destination device initiated callee identification are provided. A voice utterance of a callee is detected at a destination device. Then, a callee identity associated with the voice utterance is identified at the destination device, such that the callee identity is transmittable as an authenticated identity of the callee for a call. A caller receiving the callee identity may decide whether to open communication with the callee or terminate the call. The destination device may access a third party device for authenticating the caller identity according to the voice utterance, where the third party device may be accessible across multiple destination devices via a network.

摘要翻译： 提供了一种用于目标设备启动的被呼叫者标识的方法，系统和程序。 在目的地设备处检测到被叫者的话音发声。 然后，在目的地设备处识别与语音话语相关联的被叫者身份，使得被呼叫者身份可被作为呼叫的被呼叫者的认证身份发送。 接收被叫方身份的呼叫方可以决定是否打开与被呼叫方的通信或终止呼叫。 目的地设备可以访问第三方设备以根据语音话语认证呼叫者身份，其中第三方设备可经由网络跨多个目的地设备访问。

公开(公告)号：US20030103621A1

公开(公告)日：2003-06-05

申请号：US10005828

申请日：2001-12-03

申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION

发明人： Michael Wayne Brown ,  David R. Cheng ,  Wing-Ying Stephanie Leung ,  Folu Okunseinde ,  Michael A. Paolini ,  Seema Sheth-Voss ,  Scott Lee Winters

IPC分类号： H04M003/00 ,  H04M005/00

CPC分类号： H04M3/5233 ,  H04M3/4285 ,  H04M3/5125 ,  H04M2203/2011

摘要： A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call center is available to answer the call. While on hold in the hold queue, the call is transferred to an expert. In particular, the call may be transferred to a second hold queue within the first hold queue if the expert is not immediately available. Experts may include freelance experts, query based experts, and emergency response experts. Then, responsive to detecting the call at the top of the call queue, the caller is notified of an availability of a representative. The caller may select to remain with the expert or transfer to the representative.

摘要翻译： 提供了专家持有队列管理的方法，系统和程序。 在呼叫中心接收到呼叫。 呼叫被保留在保持队列中，直到呼叫中心的代表可用于应答呼叫。 当保持在保持队列中时，呼叫被转移到专家。 特别地，如果专家不能立即可用，则可以将呼叫转移到第一保持队列内的第二保持队列。 专家可能包括自由专家，基于查询的专家和应急专家。 然后，响应于检测到呼叫队列顶部的呼叫，向主叫方通知代表的可用性。 呼叫者可以选择留在专家身上或转交给代表。