公开(公告)号：US11831809B2

公开(公告)日：2023-11-28

申请号：US17986688

申请日：2022-11-14

Applicant: 8×8, Inc.

Inventor： Robert Townsend

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/436 ,  H04M15/00

CPC classification number: H04M3/5175 ,  H04M3/436 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M15/80 ,  H04M15/8027 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18

Abstract: Certain exemplary aspects of the present disclosure are directed to a data-communications system including a networked contact center for which, in an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value is examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

公开(公告)号：US09852383B2

公开(公告)日：2017-12-26

申请号：US12915338

申请日：2010-10-29

Applicant: Mark James Sutherland

Inventor： Mark James Sutherland

IPC: G06F15/02 ,  G06Q10/06 ,  H04M3/51

CPC classification number: G06Q10/06 ,  H04M3/5175 ,  H04M2201/12

Abstract: A method and apparatus of maintaining time information for a multi-tasking customer service agent is disclosed. One example method of operation may include maintaining time information allocated to a plurality of tasks. The method may include receiving a first task and starting a first timer at a computing device corresponding to the beginning of work performed on the first task. The method may also include receiving a second task and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task. The method may further include transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory, wherein the data record associates the total time counted by the first timer with a corresponding task, and associates the total time counted by the second timer with a different corresponding task.

公开(公告)号：US09838539B2

公开(公告)日：2017-12-05

申请号：US15250126

申请日：2016-08-29

Applicant: 8x8, Inc.

Inventor： Robert Townsend

IPC: H04M3/51 ,  H04M3/436 ,  H04M15/00 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/436 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M15/80 ,  H04M15/8027 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18

Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

公开(公告)号：US20170164167A1

公开(公告)日：2017-06-08

申请号：US15244650

申请日：2016-08-23

Applicant: Le Holdings (Beijing) Co., Ltd. ,  Lemobile Information Technology (Beijing) Co., Ltd.

Inventor： Tianyu Li

IPC: H04W4/12 ,  H04M3/22 ,  H04M3/42

CPC classification number: H04W4/12 ,  H04M3/42042 ,  H04M3/42059 ,  H04M2201/12 ,  H04M2203/2005 ,  H04M2250/60

Abstract: The disclosure provides a call notification method and an electronic device. The method includes: when a call is received, acquiring contact person information corresponding to a calling number; according to the contact person information, determining a basic notification level of the calling number; acquiring a count of missed calls from the calling number within a preset time; according to the count of the missed calls, determining an additional notification level; according to the basic notification level and the additional notification level, acquiring a current notification level corresponding to the current calling number; acquiring a notification manner corresponding to the current notification level; and according to the notification manner, conducting a call notification for the calling number. The method and electronic device provided by the application avoids to a certain extent the situation of delaying an event because a user forgets to set a basic notification level of an important contact person to a higher level, and the current notification level determined thereby is more accurate. For each current notification level, a corresponding notification manner is selected to conduct a call notification, so that call notifications of contact persons in different notification levels are distinguished, and the user experience is good.

公开(公告)号：US20160366278A1

公开(公告)日：2016-12-15

申请号：US15250126

申请日：2016-08-29

Applicant: 8x8, Inc.

Inventor： Robert Townsend

IPC: H04M3/51 ,  H04M3/436 ,  H04M15/00

CPC classification number: H04M3/5175 ,  H04M3/436 ,  H04M3/51 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M15/80 ,  H04M15/8027 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2201/18

Abstract: This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

公开(公告)号：US09392109B2

公开(公告)日：2016-07-12

申请号：US14860358

申请日：2015-09-21

Applicant: AT&T INTELLECTUAL PROPERTY I, L.P.

Inventor： Jennifer Lynne Joy ,  Markus Weber ,  Thomas Bradley Scholl

IPC: H04M11/00 ,  H04M3/436 ,  H04W4/16 ,  H04M3/42

CPC classification number: H04M3/436 ,  H04M3/42051 ,  H04M3/42059 ,  H04M2201/12 ,  H04M2201/18 ,  H04W4/16

Abstract: A method includes receiving, at a call block system, an indication of a call to a communication device. The method includes, in response to the indication and based on a determination that a call block feature is disabled for the communication device, outputting a first tone from the call block system to the communication device. The method further includes, in response to the indication and based on a determination that the call block feature is enabled, outputting a second tone from the call block system to the communication device.

Abstract translation: 一种方法包括在呼叫块系统处接收对通信设备的呼叫的指示。 该方法响应于该指示并且基于对于通信设备禁用呼叫块特征的确定，从呼叫块系统向通信设备输出第一音调。 所述方法还包括响应于所述指示并且基于确定所述呼叫块特征被启用，从所述呼叫块系统向所述通信设备输出第二音调。

公开(公告)号：US20160105556A1

公开(公告)日：2016-04-14

申请号：US14970051

申请日：2015-12-15

Applicant: Core Wireless Licensing S.a.r.l

Inventor： Juha ARRASVUORI ,  Antti ERONEN ,  Hannu KORHONEN ,  Markus MONTOLA

IPC: H04M3/436 ,  H04W4/16 ,  H04L29/08

CPC classification number: H04M3/4365 ,  H04L51/12 ,  H04L67/306 ,  H04M2201/12 ,  H04W4/16

Abstract: An approach is provided for selectively receiving communication from a sender. After the communication platform receives a communication from a user device, the communication platform generates a request for an action to be performed by a user via the user device and transmits the request to the user device. Then, the communication platform receives, from the user device, a response relating to the action, and evaluates the response for treatment of the communication.

Abstract translation: 提供了一种用于选择性地从发送者接收通信的方法。 在通信平台从用户设备接收到通信之后，通信平台生成用户经由用户设备执行的动作的请求，并将该请求发送给用户设备。 然后，通信平台从用户设备接收与该动作有关的响应，并评估对通信的处理的响应。

公开(公告)号：US09219619B2

公开(公告)日：2015-12-22

申请号：US13474641

申请日：2012-05-17

Applicant: Eric B. Mayers ,  Douglas T. Hudson

Inventor： Eric B. Mayers ,  Douglas T. Hudson

IPC: G06F3/01 ,  G06F15/16 ,  H04L12/58 ,  H04M3/533

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：US09160852B2

公开(公告)日：2015-10-13

申请号：US14077990

申请日：2013-11-12

Applicant: Castel Communications LLC

Inventor： John Ripa ,  Rachid Cheaib

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G10L25/48 ,  H04M3/523 ,  G10L25/63

CPC classification number: H04M3/5175 ,  G10L25/48 ,  G10L25/63 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/523 ,  H04M2201/12 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2203/401

Abstract: Systems and methods are provided for analyzing conversations between customers and call center agents in real-time. An agent may be located at an agent station having a display screen. A continuous audio feed of the conversation between a customer and an agent may be received. For every second that the customer is speaking, a customer emotion score may be calculated in real-time. A frequency at which calculated customer emotion scores equal or exceed an emotion score threshold during a specified time interval may be calculated in real-time during the conversation. The calculated frequency for the customer may be compared, in real-time, to a plurality of specified frequency thresholds. A visual representation corresponding to a highest of the plurality of specified frequency thresholds that is equaled or exceeded by the calculated frequency for the customer may be displayed in real-time on the display screen of the agent station.

Abstract translation: 提供系统和方法，用于实时分析客户和呼叫中心代理之间的对话。 代理可以位于具有显示屏的代理站。 可以接收客户和代理之间的对话的连续音频馈送。 客户说话的每隔一秒，可以实时计算客户情绪分数。 在指定的时间间隔期间，计算出的客户情绪分数等于或超过情感评分阈值的频率可以在对话期间实时计算。 可以将计算出的客户频率实时地与多个指定的频率阈值进行比较。 可以在代理站的显示屏上实时显示对应于由客户计算的频率相等或超过的多个指定频率阈值中的最高的视觉表示。

公开(公告)号：US20150163357A1

公开(公告)日：2015-06-11

申请号：US14103925

申请日：2013-12-12

Applicant: International Business Machines Corporation

Inventor： Gary D. Cudak ,  Lydia M. Do ,  Christopher J. Hardee ,  Adam Roberts

IPC: H04M3/436 ,  H04M3/42 ,  H04W4/12

CPC classification number: H04M3/4365 ,  H04M2201/12 ,  H04M2203/2094 ,  H04W4/12 ,  H04W4/16

Abstract: A method includes detecting one or more ambient conditions using one or more components of a first communication device, determining a projected call duration value for the first communication device as a function of the one or more detected ambient conditions, and providing the projected call duration value to a second communication device prior to the second communication device connecting a call between the first and second communication devices. The second communication will preferably display the projected call duration value to the user to assist the user in deciding whether to initiate a call with the first communication device.

Abstract translation: 一种方法包括使用第一通信设备的一个或多个组件来检测一个或多个环境条件，根据所述一个或多个检测到的环境条件确定第一通信设备的预计呼叫持续时间值，以及提供预计呼叫持续时间值 在第二通信设备之前连接第一和第二通信设备之间的呼叫的第二通信设备。 第二通信将优选地向用户显示预计的呼叫持续时间值，以帮助用户决定是否与第一通信设备发起呼叫。