公开(公告)号：US20090216835A1

公开(公告)日：2009-08-27

申请号：US12035593

申请日：2008-02-22

申请人： Mukul Jain ,  Joseph F. Khouri ,  Laurent Philonenko ,  Shmuel Shaffer ,  Shantanu Sarkar

发明人： Mukul Jain ,  Joseph F. Khouri ,  Laurent Philonenko ,  Shmuel Shaffer ,  Shantanu Sarkar

IPC分类号： G06F15/16

CPC分类号： G06Q10/10

摘要： In an example embodiment, a technique that allows members of a group at multiple locations to have private conversations within members of the group while participating in a conference call. Group members are defined and divided into virtual conference rooms. When a group mute is requested, signals originating from members of the group are distributed to locations where group members are present, while all participants of the conference call, including the members of the muted group, receive un-muted media signals.

摘要翻译： 在示例实施例中，允许在多个位置处的组的成员在参与电话会议期间在该组中的成员内进行私有会话的技术。 组成员被定义并分为虚拟会议室。 当请求组静音时，来自组成员的信号被分发到组成员存在的位置，而电话会议的所有参与者（包括静音组的成员）都接收未静音的媒体信号。

公开(公告)号：US20090086933A1

公开(公告)日：2009-04-02

申请号：US11865307

申请日：2007-10-01

申请人： Labhesh Patel ,  Mukul Jain ,  Shmuel Shaffer ,  Sanjeev Kumar

发明人： Labhesh Patel ,  Mukul Jain ,  Shmuel Shaffer ,  Sanjeev Kumar

IPC分类号： H04M11/00 ,  G10L15/04 ,  H04M1/64

CPC分类号： G10L17/26 ,  G10L21/0208 ,  G10L2021/065

摘要： In an example embodiment, a system that appropriately routes calls to an agent at a contact center based on the agent's voice and/or hearing characteristics. The agent is selected by matching speech and hearing characteristics of a caller with the speech and hearing characteristics of an agent. In order to find the best match for the caller, the contact center determines if the caller is hearing impaired, and if so determines a suitable frequency range for the caller. If a match cannot be found, the agent's and/or caller's voice may be shifted in real time and adjusted to a frequency range that is best suited for the caller.

摘要翻译： 在示例实施例中，基于代理的语音和/或听觉特征，适当地将呼叫路由到联络中心的代理的系统。 通过将呼叫者的语音和听觉特征与代理的语音和听觉特征相匹配来选择代理。 为了找到呼叫者的最佳匹配，联络中心确定呼叫者是否听力受损，如果确定呼叫者的合适频率范围。 如果找不到匹配，代理和/或呼叫者的语音可能被实时移动并调整到最适合呼叫者的频率范围。

公开(公告)号：US20080310398A1

公开(公告)日：2008-12-18

申请号：US11763330

申请日：2007-06-14

申请人： Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer

发明人： Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer

IPC分类号： H04L12/66

CPC分类号： H04M3/42187 ,  G10L15/26 ,  G10L25/78 ,  H04M3/5232 ,  H04M3/56 ,  H04M2201/40 ,  H04M2203/2088 ,  H04M2203/5072 ,  H04M2242/04

摘要： A method and system of prioritizing calls based on audio stream analysis includes receiving a plurality of calls, wherein each call comprises an audio stream. The audio stream associated with one of the calls is analyzed for pre-determined audio characteristics. The call is processed based on the audio characteristics of the call. A system for prioritizing calls includes a multipoint control unit for receiving calls. An audio stream capture system captures an audio stream from the calls. The audio stream is analyzed by the capture system according to one or more selected criteria and an urgency priority ranking is determined for each call. The calls are ranked in a queue database according to urgency priority. A controller manages the audio stream capture system, the audio analyzer and queue database computer system.

摘要翻译： 基于音频流分析对呼叫进行优先级排序的方法和系统包括接收多个呼叫，其中每个呼叫包括音频流。 与一个呼叫相关联的音频流被分析以获得预定的音频特征。 呼叫根据呼叫的音频特性进行处理。 用于优先呼叫的系统包括用于接收呼叫的多点控制单元。 音频流捕获系统捕获来自呼叫的音频流。 根据一个或多个所选标准，捕获系统分析音频流，并且为每个呼叫确定紧急度优先级排序。 呼叫根据紧急优先级排列在队列数据库中。 控制器管理音频流捕获系统，音频分析器和队列数据库计算机系统。

公开(公告)号：US20080127231A1

公开(公告)日：2008-05-29

申请号：US11606274

申请日：2006-11-28

申请人： Shmuel Shaffer ,  Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel

发明人： Shmuel Shaffer ,  Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel

IPC分类号： G06F3/048 ,  G06F13/00

CPC分类号： G06Q10/109 ,  Y10S715/963

摘要： In one embodiment, a method includes scanning, by an automated tool, a set of application programs and/or systems associated with a user, the set including one or more action items calendared in a relevant time period that includes one or more days when the user intends to be out of the office. The one or more action items are then presented to the user via a user interface. Responsive to input received, each of one or more delegates correspondingly assigned to the one or more action items is automatically notified of the assignment. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

摘要翻译： 在一个实施例中，一种方法包括通过自动化工具扫描与用户相关联的一组应用程序和/或系统，所述组包括在相关时间段内压缩的一个或多个动作项目，所述动作项目包括一天或多天 用户打算离开办公室。 然后通过用户界面将一个或多个动作项呈现给用户。 响应于接收的输入，相应地分配给一个或多个动作项目的一个或多个代表中的每一个被自动通知分配。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。

公开(公告)号：US20080037762A1

公开(公告)日：2008-02-14

申请号：US11485053

申请日：2006-07-11

申请人： Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

发明人： Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

IPC分类号： H04M3/00

CPC分类号： H04M3/42187 ,  H04M3/42357 ,  H04M3/5232 ,  H04M7/0039 ,  H04M2201/50 ,  H04M2242/04 ,  H04M2242/14

摘要： Disclosed are apparatus and methods for utilizing the camera or video capability of particular communication devices, such as cell phones, to enhance handling of calls, such as emergency calls. In one implementation, when a call is made to an emergency response center (ERC) using an image/video capable communication device is queued until an agent is available for handling the call, one or more images or video may be collected from such caller by utilizing the image/video capability of the caller's communication device. The images collected from a plurality of different callers may then be sorted into different event groups. For instance, all the images/video that relate to a same emergency event, such as a traffic accident, are grouped together into a same event group. The different groups can then be prioritized for handling by an available agent. Additionally, the individual callers for each group may also be prioritized based on the collected images/video, e.g., the caller that is closest to the emergency event may be called first.

摘要翻译： 公开了用于利用诸如蜂窝电话的特定通信设备的相机或视频能力的装置和方法，以增强诸如紧急呼叫的呼叫的处理。 在一个实现中，当使用具有图像/视频能力的通信设备对紧急响应中心（ERC）进行呼叫排队等待直到代理可用于处理呼叫时，可以通过以下方式从这样的呼叫者收集一个或多个图像或视频： 利用呼叫者的通信设备的图像/视频能力。 然后可以将从多个不同的呼叫者收集的图像分类成不同的事件组。 例如，与相同的紧急事件（例如交通事故）相关的所有图像/视频被分组在一起成为相同的事件组。 然后可以将不同的组优先于可用代理进行处理。 另外，也可以基于所收集的图像/视频对每个组的各个呼叫者进行优先排序，例如，可以首先调用最接近紧急事件的呼叫者。

公开(公告)号：US20070280437A1

公开(公告)日：2007-12-06

申请号：US11421447

申请日：2006-05-31

申请人： Labhesh Patel ,  Shmuel Shaffer ,  Sanjeev Kumar ,  Mukul Jain

发明人： Labhesh Patel ,  Shmuel Shaffer ,  Sanjeev Kumar ,  Mukul Jain

IPC分类号： H04M1/64

CPC分类号： H04M1/7258 ,  H04M1/2745 ,  H04M1/274516 ,  H04M1/7255 ,  H04M1/72552

摘要： A method of facilitating a telephonic response to an electronic message is described. The method includes determining at least one telephone number from a received electronic message, and assigning the determined telephone number dynamically to a button on the telephone to provide a speed dial button on the telephone. Determining the telephone number may include comparing an electronic mail address in an address field of the electronic message with a telephone directory to determine a telephone number associated with the address. If the electronic message is a text or a voice message, determining the telephone number may include parsing a body of the message to determine a telephone number, if present, which has been included into the body of the text message.

摘要翻译： 描述了一种促进对电子消息的电话响应的方法。 该方法包括从接收到的电子消息中确定至少一个电话号码，并且将所确定的电话号码动态地分配给电话上的按钮以在电话上提供快速拨号按钮。 确定电话号码可以包括将电子消息的地址字段中的电子邮件地址与电话簿进行比较，以确定与地址相关联的电话号码。 如果电子消息是文本或语音消息，则确定电话号码可以包括解析消息的主体以确定已被包括在文本消息正文中的电话号码（如果存在）。

公开(公告)号：US20070214041A1

公开(公告)日：2007-09-13

申请号：US11373025

申请日：2006-03-10

申请人： Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer ,  Mukul Jain

发明人： Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer ,  Mukul Jain

IPC分类号： G06Q30/00

CPC分类号： G06Q30/02 ,  G06Q30/0257 ,  G06Q30/0261 ,  G06Q30/0267

摘要： A system and method for transmission of advertisements includes wirelessly broadcasting from a location, information that includes a telephone number associated an advertisement and user credentials. The information is received by a mobile communication device associated with a user of a service provider network. After being received, the telephone number is either mapped to a soft-key of the mobile communication device or disregarded, based on the user credentials. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

摘要翻译： 用于广告传输的系统和方法包括从位置无线广播，包括与广告相关联的电话号码和用户凭证的信息。 信息由与服务提供商网络的用户相关联的移动通信设备接收。 在接收到之后，根据用户凭证，将电话号码映射到移动通信设备的软键或被忽略。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。 37 CFR 1.72（b）。

公开(公告)号：US20070211879A1

公开(公告)日：2007-09-13

申请号：US11370486

申请日：2006-03-07

申请人： Shmuel Shaffer ,  Sanjeev Kumar ,  Labhesh Patel ,  Mukul Jain

发明人： Shmuel Shaffer ,  Sanjeev Kumar ,  Labhesh Patel ,  Mukul Jain

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5166 ,  H04M3/4938 ,  H04M3/5238

摘要： Methods and systems for providing dynamic messages to callers on hold are disclosed. In one such method, a telephone call is received into a queue and a first wait time is calculated which corresponds to a first estimated length of time expected to elapse before an agent is available to answer the telephone call. A plurality of message elements are assembled to create a message having a length approximately equal to the first wait time, and playback of the message is initiated. A second wait time is calculated during the playback of the message. The message is modified during playback to have a length approximately equal to the second wait time if the updated estimated length of time is different than the first estimated length of time. In various embodiments, the second wait time may be continuously calculated and the message may be continuously modified during playback.

摘要翻译： 公开了向保持呼叫者提供动态消息的方法和系统。 在一种这样的方法中，电话呼叫被接收到队列中，并且计算第一等待时间，其对应于在代理可用于应答电话呼叫之前期望经过的第一估计的时间长度。 组合多个消息元素以创建具有大约等于第一等待时间的长度的消息，并且发起消息的回放。 在播放消息期间计算第二个等待时间。 如果更新的估计时间长度不同于第一估计的时间长度，则在回放期间修改消息以具有大约等于第二等待时间的长度。 在各种实施例中，可以连续计算第二等待时间，并且可以在播放期间连续修改消息。

公开(公告)号：US20070162552A1

公开(公告)日：2007-07-12

申请号：US11328713

申请日：2006-01-10

申请人： Shmuel Shaffer ,  Denise Caballero-McCann ,  Labhesh Patel ,  Mukul Jain

发明人： Shmuel Shaffer ,  Denise Caballero-McCann ,  Labhesh Patel ,  Mukul Jain

IPC分类号： G06F15/16

CPC分类号： H04L51/04 ,  H04M7/0045 ,  H04M2201/60

摘要： A method for providing an instant messaging camp-on service includes receiving, via a first instant messaging device, a request from a first user to log into an instant messaging server and to camp-on an instant messaging availability of a second user, wherein the second user is currently unavailable. The method also includes monitoring the instant messaging availability of the second user and determining that the second user is available via instant messaging and then notifying the first user via a first communication method of the instant messaging availability of the second user. The first communication method is different from instant messaging communication.

摘要翻译： 一种用于提供即时消息接发服务的方法包括：经由第一即时消息收发设备接收来自第一用户的登录到即时消息收发服务器的请求，并且接收第二用户的即时消息收发可用性，其中， 第二个用户当前不可用。 该方法还包括监视第二用户的即时通信可用性并且通过即时消息发送确定第二用户可用，然后经由第一通信方法向第一用户通知第二用户的即时消息可用性。 第一种通信方式与即时消息通信不同。

公开(公告)号：US20070121878A1

公开(公告)日：2007-05-31

申请号：US11271710

申请日：2005-11-11

申请人： Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain ,  Denise Caballero-McCann

发明人： Shmuel Shaffer ,  Labhesh Patel ,  Mukul Jain ,  Denise Caballero-McCann

IPC分类号： H04M3/42

CPC分类号： H04M3/4286 ,  H04M7/0045

摘要： A method for providing a camp-on hold service comprises detecting a hold condition between a first user and a second user and establishing a call hold by placing the call on hold. The method also comprises receiving a request from the second user to camp-on to the call hold and monitoring the status of the first user during the call hold. The method also comprises receiving an indication that the first user is available to continue communications with the second user and notifying the second user that the first user is available to continue communications with the second user.

摘要翻译： 一种用于提供驻留保持服务的方法，包括检测第一用户和第二用户之间的保持状态，并通过将呼叫置于保持状态来建立呼叫保持。 该方法还包括接收来自第二用户的请求，以驻留在呼叫保持状态并且在呼叫保持期间监视第一用户的状态。 该方法还包括接收第一用户可用于继续与第二用户通信的指示，并且通知第二用户第一用户可用于继续与第二用户的通信。