公开(公告)号：US20150163351A1

公开(公告)日：2015-06-11

申请号：US14102543

申请日：2013-12-11

Applicant: International Business Machines Corporation

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

IPC: H04M3/42 ,  H04W4/16

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

Abstract: A computer program product includes computer readable program code for detecting one or more ambient conditions using one or more components of a first communication device, computer readable program code for determining a projected call duration value for the first communication device as a function of the one or more detected ambient conditions, and computer readable program code for 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: 计算机程序产品包括用于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的计算机可读程序代码，用于根据所述第一通信设备的功能确定第一通信设备的预计呼叫持续时间值的计算机可读程序代码， 更多检测到的环境条件和用于在第二通信设备在第一和第二通信设备之间连接呼叫之前将第二通信设备提供预计呼叫持续时间值的计算机可读程序代码。 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。

公开(公告)号：US08923503B2

公开(公告)日：2014-12-30

申请号：US13865226

申请日：2013-04-18

Applicant: Avaya Inc.

Inventor： Robin H. Foster ,  Hongguang Li ,  Lynn R. Smith ,  Katherine A. Sobus

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/523 ,  H04M3/5235 ,  H04M2201/12 ,  H04M2201/18 ,  H04M2203/408 ,  H04M2242/06

Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.

Abstract translation: 公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。 根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在 在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。 呼叫中心系统基于以下方式选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于来自 代理与代理完成维修通话所需的实际时间相比。

公开(公告)号：US20140269876A1

公开(公告)日：2014-09-18

申请号：US14286710

申请日：2014-05-23

Applicant: AWARE, INC.

Inventor： Christopher CUNNINGHAM ,  Jianming ZHU

IPC: H04B17/00

CPC classification number: H04B17/336 ,  H04B3/48 ,  H04L12/2898 ,  H04L41/0631 ,  H04L41/0677 ,  H04L2012/6478 ,  H04M3/085 ,  H04M3/304 ,  H04M3/306 ,  H04M2201/12

Abstract: A modem or associated computing or testing device is configured to detect the presence of one or more faults that affect DSL communications, and upon their detection, generate, for example, an indication, communication or message that recommends corrective action. In this context, a fault is generally caused by one or more unfiltered devices, impulsive noises, malfunctioning modems, or other factor that does not affect measured attenuation or measured noise, but does affect the signal-to-noise ratio (SNR) of the link. In addition to being able to generate a message guiding a user through corrective action, the system can estimate the rate impact of the detected fault.

Abstract translation: 调制解调器或相关联的计算或测试设备被配置为检测影响DSL通信的一个或多个故障的存在，并且在它们的检测时，生成例如建议纠正动作的指示，通信或消息。 在这种情况下，故障通常由一个或多个未滤波的设备，脉冲噪声，故障调制解调器或不影响测量的衰减或测量的噪声的其他因素引起，但是确实影响了信噪比（SNR） 链接。 除了能够通过纠正措施产生指导用户的消息之外，系统还可以估计检测到的故障的速率影响。

公开(公告)号：US08824653B2

公开(公告)日：2014-09-02

申请号：US12877523

申请日：2010-09-08

Applicant: Louis J. Cutajar

Inventor： Louis J. Cutajar

IPC: H04M3/42 ,  H04M3/523

CPC classification number: H04M3/523 ,  H04M2201/12 ,  H04M2203/408

Abstract: A call handling system receives an incoming call from a caller. In response to receiving the incoming call, the call handling system determines a call count for the caller. The call count for the caller is based on a number of calls in a sequence of calls received by the call handling system from the caller, including the incoming call. A maximum amount of time between any of the calls in the sequence of calls does not exceed an expiration period. Based on the call count for the caller, the call handling system identifies and performs an action to take with regard to the incoming call.

Abstract translation: 呼叫处理系统从呼叫者接收来话呼叫。 响应于接收到来电，呼叫处理系统确定呼叫者的呼叫计数。 呼叫者的呼叫计数是基于呼叫处理系统从呼叫者接收的呼叫序列中的呼叫数量，包括呼入呼叫。 呼叫序列中的任何呼叫之间的最大时间不超过有效期。 基于呼叫者的呼叫计数，呼叫处理系统识别并执行关于呼入呼叫的动作。

公开(公告)号：US08818799B2

公开(公告)日：2014-08-26

申请号：US13179239

申请日：2011-07-08

Applicant: Niklas Enbom ,  Roar Hagen ,  Jan Skoglund

Inventor： Niklas Enbom ,  Roar Hagen ,  Jan Skoglund

IPC: G10L21/02

CPC classification number: H04M3/561 ,  H04M3/18 ,  H04M2201/12

Abstract: A method and an apparatus for indicating presence of a transient noise in a call are provided. The method comprises the steps of determining activity at an endpoint of the call by monitoring presence of a signal input from the endpoint into the call and monitoring presence of a potential source of transient noise at the endpoint. Further, based on the activity determination and the monitoring of the presence of a potential source of transient noise, a signal representative of the presence of a transient noise in the call is sent. The present invention is advantageous in that it enables improvement of the quality of the call.

Abstract translation: 提供一种用于指示呼叫中的瞬态噪声的存在的方法和装置。 该方法包括以下步骤：通过监视从端点输入到呼叫中的信号的存在来确定呼叫的端点处的活动，并监视端点处潜在的瞬态噪声源的存在。 此外，基于活动确定和对潜在的瞬时噪声源的存在的监视，发送表示呼叫中存在瞬态噪声的信号。 本发明的优点在于能够提高呼叫的质量。

公开(公告)号：US20140086295A1

公开(公告)日：2014-03-27

申请号：US14092484

申请日：2013-11-27

Applicant: AWARE, INC.

Inventor： Christopher CUNNINGHAM ,  Jianming ZHU

IPC: H04B17/00

CPC classification number: H04B17/336 ,  H04B3/48 ,  H04L12/2898 ,  H04L41/0631 ,  H04L41/0677 ,  H04L2012/6478 ,  H04M3/085 ,  H04M3/304 ,  H04M3/306 ,  H04M2201/12

Abstract: A modem or associated computing or testing device is configured to detect the presence of one or more faults that affect DSL communications, and upon their detection, generate, for example, an indication, communication or message that recommends corrective action. In this context, a fault is generally caused by one or more unfiltered devices, impulsive noises, malfunctioning modems, or other factor that does not affect measured attenuation or measured noise, but does affect the signal-to-noise ratio (SNR) of the link. In addition to being able to generate a message guiding a user through corrective action, the system can estimate the rate impact of the detected fault.

公开(公告)号：US20140046903A1

公开(公告)日：2014-02-13

申请号：US14057337

申请日：2013-10-18

Applicant: HUAWEI DEVICE CO., LTD.

Inventor： Wei Yin

IPC: G06F17/30

CPC classification number: G06F17/30289 ,  G06F11/1464 ,  G06F11/1469 ,  G06F21/00 ,  G06F21/31 ,  G06F2221/2131 ,  H04L63/083 ,  H04M2201/12 ,  H04M2203/554 ,  H04W8/24 ,  H04W8/30

Abstract: The embodiments of the present invention relate to the mobile communication field, and disclose a data backup method for a mobile terminal, where the method includes: receiving a data backup request; backing up information data by blocks and generating backup data of each block; scanning the backup data of each block and generating corresponding statistics information; and storing the backup data and the statistics information of each block.

Abstract translation: 本发明的实施例涉及移动通信领域，并且公开了一种用于移动终端的数据备份方法，其中所述方法包括：接收数据备份请求; 通过块备份信息数据并生成每个块的备份数据; 扫描每个块的备份数据并生成相应的统计信息; 并存储每个块的备份数据和统计信息。

公开(公告)号：US08638920B2

公开(公告)日：2014-01-28

申请号：US12843277

申请日：2010-07-26

Applicant: Louis Cutajar

Inventor： Louis Cutajar

IPC: H04M3/42

CPC classification number: H04M3/5234 ,  H04M2201/12

Abstract: Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center for processing as required or needed by the provider of the internal call center. For each type of incoming service call, a maximum call count or percentage-based call count may be established to facilitate efficient routing of service calls to the internal call center or to an alternate call center to ensure that no more than a specified number of calls are routed to a given call center. Real time and summary reporting may be generated to allow call center management personnel to monitor and manage service call routing to one or more internal and/or alternate call centers.

Abstract translation: 提供呼叫中心呼叫路由管理。 可以根据各种参数（例如相关业务线，日期，时间和通话量）来监视定向到呼叫中心的服务呼叫。 针对内部呼叫中心的呼叫可以被路由到备用呼叫中心，以便根据内部呼叫中心的提供者的需要或需要进行处理。 对于每种类型的进入服务呼叫，可以建立最大呼叫计数或基于百分比的呼叫计数，以促进服务呼叫到内部呼叫中心或替代呼叫中心的有效路由，以确保不超过指定数量的呼叫 被路由到给定的呼叫中心。 可以生成实时和总结报告，以允许呼叫中心管理人员监视和管理到一个或多个内部和/或替代呼叫中心的服务呼叫路由。

公开(公告)号：US08630393B2

公开(公告)日：2014-01-14

申请号：US12844488

申请日：2010-07-27

Applicant: Bryce Baril ,  Matthew Berk

Inventor： Bryce Baril ,  Matthew Berk

IPC: H04M1/64

CPC classification number: H04M3/436 ,  H04M2201/12 ,  H04M2201/14

Abstract: A facility for blocking telephone calls is described. The facility is implemented by a telecommunications system that manages assigned and unassigned telephone numbers. The facility determines that a call originator has made two telephone calls to two different unassigned telephone numbers. The facility adds the call originator to a blacklist for a default time period. If the call originator calls any managed telephone number during the default time period, the facility renews the default time period. After the default time period expires, if the call originator makes additional telephone calls to other unassigned telephone numbers, the facility adds the call originator to the blacklist for a time period that is increased from the default time period. The facility increases the time period with each additional call to an unassigned telephone number. Accordingly, the time period is a function of the number of unassigned telephone numbers called by the call originator.

Abstract translation: 描述用于阻止电话呼叫的设施。 该设施由管理分配和未分配的电话号码的电信系统实现。 该设施确定呼叫发起者已经对两个不同的未分配的电话号码进行了两个电话呼叫。 该设施将默认时间段的呼叫发起者添加到黑名单。 如果呼叫发起者在默认时间段内呼叫任何管理电话号码，则设备将更新默认时间段。 在默认时间段到期后，如果呼叫发起人对其他未分配的电话号码进行额外的电话呼叫，则该设施将呼叫始发者添加到黑名单中一段从默认时间段增加的时间段。 该设施增加了每次额外拨打未分​​配电话号码的时间段。 因此，该时间段是由呼叫发起者呼叫的未分配的电话号码的数量的函数。

公开(公告)号：US08582751B2

公开(公告)日：2013-11-12

申请号：US13036923

申请日：2011-02-28

Applicant: Marc Calahan ,  Richard Akers ,  Damian Smith

Inventor： Marc Calahan ,  Richard Akers ,  Damian Smith

IPC: H04M3/00

CPC classification number: H04M3/5175 ,  G06Q30/02 ,  H04M2201/12 ,  H04M2201/18

Abstract: A method for discovering customer center information includes receiving a plurality of customer center information from a plurality of respective information sources, and correlating the plurality of customer center information to determine an identity of a customer center agent accessing customer center resources.

Abstract translation: 用于发现客户中心信息的方法包括从多个相应的信息源接收多个客户中心信息，并且关联多个客户中心信息以确定访​​问客户中心资源的客户中心代理的身份。