公开(公告)号：US08299889B2

公开(公告)日：2012-10-30

申请号：US11999967

申请日：2007-12-07

Applicant: Sanjeev Kumar ,  Labhesh Patel ,  Shmuel Shaffer ,  Mukul Jain ,  Arturo A. Rodriguez

Inventor： Sanjeev Kumar ,  Labhesh Patel ,  Shmuel Shaffer ,  Mukul Jain ,  Arturo A. Rodriguez

IPC: G06F13/00

CPC classification number: G08C17/02 ,  G06K9/00885 ,  G08C2201/21 ,  G08C2201/30 ,  G08C2201/61 ,  H04N7/163 ,  H04N21/4223 ,  H04N21/43615 ,  H04N21/4415 ,  H04N21/4532 ,  H04N21/485

Abstract: An apparatus in one embodiment is operable to receive, from a remote control device associated with a video display device, biometric input of a user. Responsive to a match of the biometric input with stored biometric data of the user, the user is authenticated. The remote control device and/or the video display device are then configured based on user settings associated with the stored biometric data of the user. 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.

Abstract translation: 一个实施例中的装置可操作以从与视频显示装置相关联的遥控装置接收用户的生物测定输入。 响应于生物识别输入与用户的存储的生物特征数据的匹配，用户被认证。 然后，基于与存储的用户的生物统计数据相关联的用户设置来配置遥控设备和/或视频显示设备。 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。

公开(公告)号：US08270593B2

公开(公告)日：2012-09-18

申请号：US11865307

申请日：2007-10-01

Applicant: Labhesh Patel ,  Mukul Jain ,  Shmuel Shaffer ,  Sanjeev Kumar

Inventor： Labhesh Patel ,  Mukul Jain ,  Shmuel Shaffer ,  Sanjeev Kumar

IPC: H04M3/00

CPC classification number: G10L17/26 ,  G10L21/0208 ,  G10L2021/065

Abstract: 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.

Abstract translation: 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：US08175007B2

公开(公告)日：2012-05-08

申请号：US11763330

申请日：2007-06-14

Applicant: Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer

Inventor： Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer

IPC: H04L12/28 ,  H04L12/66

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

Abstract: 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.

Abstract translation: 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：US08098273B2

公开(公告)日：2012-01-17

申请号：US11643606

申请日：2006-12-20

Applicant: Joseph Khouri ,  Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar

Inventor： Joseph Khouri ,  Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar

IPC: H04N7/14

CPC classification number: H04N7/147 ,  G06K9/00221 ,  G06K9/00315

Abstract: In one embodiment, a method determines an indication of a mood for a caller during a service call. The mood may be determined using a facial analysis of the caller's facial expressions. The mood may indicate an emotion of the user, such as the user is angry, happy, etc. The mood may be determined based on a facial expression analysis of the caller during a portion of the service call. The service call may be a call between the caller and a service center, which may provide customer support to a caller for a product, service, etc. One example of a service center may be video contact service center that enables video calls with a caller. An action is then determined based on analysis of the mood invoked during a portion of the call. Once the action is determined, the action may be performed.

Abstract translation: 在一个实施例中，方法确定在服务呼叫期间呼叫者的情绪的指示。 可以使用对呼叫者的面部表情的面部分析来确定心情。 情绪可以指示用户的情绪，例如用户生气，快乐等。可以基于呼叫者在服务呼叫的一部分期间的面部表情分析来确定心情。 服务呼叫可以是呼叫者和服务中心之间的呼叫，其可以向呼叫者提供用于产品，服务等的客户支持。服务中心的一个示例可以是启用与呼叫者的视频呼叫的视频联系服务中心 。 然后基于在呼叫的一部分期间调用的心情的分析来确定动作。 一旦确定动作，可以执行动作。

公开(公告)号：US08000456B2

公开(公告)日：2011-08-16

申请号：US11408697

申请日：2006-04-20

Applicant: Joseph Khouri ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar ,  Shmuel Shaffer

Inventor： Joseph Khouri ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar ,  Shmuel Shaffer

IPC: H04M1/64

CPC classification number: H04M3/53383 ,  H04M2203/303 ,  H04M2203/4554

Abstract: In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message.

Abstract translation: 在一个实施例中，提供了使用电话用户界面来操纵语音消息的技术。 电话用户界面通过语音模式从电话设备接收标记开始段命令。 标记开始段命令指示语音消息中的语音消息段的起始点。 电话用户界面然后通过语音模式从电话设备接收标记结束段命令。 标记段命令指示语音消息中的语音消息段的结束点。 接收到来自电话设备的动作命令，并且执行基于语音消息段的动作命令的动作。 语音消息段是基于语音消息段的所指示的开始点和语音消息中指示的语音消息段的结束点确定的语音消息的一部分。

公开(公告)号：US07706741B2

公开(公告)日：2010-04-27

申请号：US11334909

申请日：2006-01-19

Applicant: Labhesh Patel ,  Mukul Jain ,  Joseph Khouri ,  Sanjeev Kumar

Inventor： Labhesh Patel ,  Mukul Jain ,  Joseph Khouri ,  Sanjeev Kumar

IPC: H04Q7/20

CPC classification number: H04H60/27 ,  H04H60/37 ,  H04H60/58

Abstract: A method for controlling operation of an integrated mobile communication and broadcast program reproduction device and of operating the device includes monitoring an occurrence of a trigger event at the device; and upon occurrence of the trigger event, recording a broadcast program signal received by the device. An integrated mobile communication and broadcast program reproduction device has a trigger event monitor and a broadcast program recorder for recording a broadcast program when a trigger event occurs. A trigger event may be receipt of an incoming call, the making of an outgoing call, the identification of predetermined content in a received program and the start of a predetermined program. Different trigger events may be prioritized. Recorded material may be reproduced, with broadcast material being received being recorded whilst previously recorded material is reproduced.

Abstract translation: 一种用于控制集成移动通信和广播节目再现设备的操作以及操作该设备的方法包括：监视该设备处的触发事件的发生; 并且在发生触发事件时，记录由该设备接收的广播节目信号。 集成的移动通信和广播节目再现设备具有触发事件监视器和用于在触发事件发生时记录广播节目的广播节目记录器。 触发事件可以是来电的接收，呼出呼叫的建立，接收到的节目中的预定内容的识别以及预定节目的开始。 不同的触发事件可能被优先考虑。 可以再现记录的材料，在再现先前记录的材料的同时记录正在接收的广播材料。

公开(公告)号：US07653183B2

公开(公告)日：2010-01-26

申请号：US11278903

申请日：2006-04-06

Applicant: Labhesh Patel ,  Sanjeev Kumar ,  Ashish S. Chirputkar ,  Christopher E. Pearce

Inventor： Labhesh Patel ,  Sanjeev Kumar ,  Ashish S. Chirputkar ,  Christopher E. Pearce

IPC: H04M11/06

CPC classification number: H04M3/493 ,  H04M1/72555 ,  H04M7/0036 ,  H04M2201/20

Abstract: A method and system is described to provide data to an Interactive Voice Response (IVR) System. The method may comprise accessing an image communicated from a voice-communication device and communicating the image to an optical character recognition (OCR) module. Thereafter, data extracted from the image by the OCR module may be accessed and communicated for use in one or more IVR processes. The extracted data may be communicated to the device and confirmation that the extracted data corresponds to data in the image may be monitored. For example, the method may discover capabilities of the device to identify different communication options to communicate the image from the device. The options may be communicated to the device for presentation to a user. Upon receiving an indication of an option selected by the user, the IVR system may be configured to allow receipt of the image via the user selected option.

Abstract translation: 描述了一种方法和系统来向交互式语音响应（IVR）系统提供数据。 该方法可以包括访问从语音通信设备传送的图像并将图像传送到光学字符识别（OCR）模块。 此后，可通过OCR模块从图像提取的数据被访问并传送以用于一个或多个IVR处理。 提取的数据可以被传送到设备，并且可以监视提取的数据对应于图像中的数据的确认。 例如，该方法可以发现设备的能力来识别用于从设备传送图像的不同通信选项。 可以将选项传送到设备以呈现给用户。 在接收到由用户选择的选项的指示时，IVR系统可以被配置为允许经由用户选择的选项接收图像。

公开(公告)号：US20090086933A1

公开(公告)日：2009-04-02

申请号：US11865307

申请日：2007-10-01

Applicant: Labhesh Patel ,  Mukul Jain ,  Shmuel Shaffer ,  Sanjeev Kumar

Inventor： Labhesh Patel ,  Mukul Jain ,  Shmuel Shaffer ,  Sanjeev Kumar

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

CPC classification number: G10L17/26 ,  G10L21/0208 ,  G10L2021/065

Abstract: 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.

Abstract translation: 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

Applicant: Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer

Inventor： Mukul Jain ,  Labhesh Patel ,  Sanjeev Kumar ,  Shmuel Shaffer

IPC: H04L12/66

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

Abstract: 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.

Abstract translation: 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

Applicant: Shmuel Shaffer ,  Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel

Inventor： Shmuel Shaffer ,  Mukul Jain ,  Sanjeev Kumar ,  Labhesh Patel

IPC: G06F3/048 ,  G06F13/00

CPC classification number: G06Q10/109 ,  Y10S715/963

Abstract: 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.

Abstract translation: 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。