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    Method and system for recording automatic call distributor calls
    82.
    发明授权
    Method and system for recording automatic call distributor calls 有权
    记录自动呼叫分配器呼叫的方法和系统

    公开(公告)号：US08488775B2

    公开(公告)日：2013-07-16

    申请号：US12962153

    申请日：2010-12-07

    Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Robert T. Bell ,  Shantanu Sarkar

    Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Robert T. Bell ,  Shantanu Sarkar

    IPC: H04M3/00

    CPC classification number: H04M3/523 ,  H04M3/382 ,  H04M3/42221

    Abstract: A method for recording automatic call distributor calls includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes creating a call signature associated with the call for recording verification and recording communications of the call to a recording file. The method also includes embedding the call signature in the recording file.

    Abstract translation: 用于记录自动呼叫分配器呼叫的方法包括从呼叫者接收分配给多个代理之一的呼叫并将呼叫分发给多个代理的第一代理进行处理。 该方法包括创建与用于记录验证的呼叫相关联的呼叫签名并将呼叫的通信记录到记录文件。 该方法还包括将呼叫签名嵌入到记录文件中。

    Call routing using voice signature and hearing characteristics
    85.
    发明授权
    Call routing using voice signature and hearing characteristics 有权
    使用语音签名和听力特征的呼叫路由

    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。

    Call priority based on audio stream analysis
    87.
    发明授权
    Call priority based on audio stream analysis 有权
    基于音频流分析的呼叫优先级

    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。

    Method and system for reserving facility resources for a conference
    88.
    发明授权
    Method and system for reserving facility resources for a conference 有权
    为会议预留设施资源的方法和系统

    公开(公告)号：US08077635B2

    公开(公告)日：2011-12-13

    申请号：US11046067

    申请日：2005-01-28

    Applicant: Shmuel Shaffer ,  Labhesh Patel ,  Steven L. Christenson

    Inventor： Shmuel Shaffer ,  Labhesh Patel ,  Steven L. Christenson

    IPC: H04L12/16

    CPC classification number: H04Q3/0062 ,  H04L12/1818 ,  H04M3/56 ,  H04M3/565 ,  H04Q2213/1324

    Abstract: A method for reserving conference resources includes communicating a conference notification to each of a plurality of conference invitees. The conference notification is associated with a multipoint conference. The method includes receiving, from each of a first number of the plurality of conference invitees, a response to the conference notification indicating that the invitee will participate on the multipoint conference. The first number of the plurality of invitees comprises participating invitees. The method includes automatically determining, based on the responses to the conference notifications, a sufficient amount of resources to allow the participating invitees to communicate on the multipoint conference. The method also includes automatically reserving the determined sufficient amount of resources and hosting the multipoint conference between the participating invitees using the reserved resources.

    Abstract translation: 一种用于保留会议资源的方法包括向多个会议受邀者中的每一个传送会议通知。 会议通知与多点会议相关联。 所述方法包括从所述多个会议受邀者的第一数目中的每一个接收指示所述受邀者将参与所述多点会议的对所述会议通知的响应。 多个受邀者的第一个数量包括参与邀请人。 该方法包括基于对会议通知的响应自动确定足够的资源以允许参与邀请者在多点会议上进行通信。 该方法还包括使用预留的资源自动保留所确定的足够数量的资源并且在参与的被邀请者之间托管多点会议。

    System and Method for Computer Originated Audio File Transmission
    89.
    发明申请
    System and Method for Computer Originated Audio File Transmission 有权
    计算机起源音频文件传输的系统和方法

    公开(公告)号：US20110249671A1

    公开(公告)日：2011-10-13

    申请号：US13165901

    申请日：2011-06-22

    Applicant: Shmuel Shaffer ,  Labhesh Patel

    Inventor： Shmuel Shaffer ,  Labhesh Patel

    IPC: H04L12/66

    CPC classification number: H04L29/06027 ,  H04L47/25 ,  H04L47/30 ,  H04L49/90 ,  H04L51/066 ,  H04L65/4084 ,  H04L65/80

    Abstract: A system and method for computer originated audio file transmission includes a server having a communications module operable to communicate with a terminal unit. The server may also include a storage module operable to store at least one file. A processor may be provided to separate the file into a plurality of packets. In accordance with one embodiment of the present invention, the communications module is operable to send an initial burst of packets to the terminal unit, wherein the initial burst of packets includes at least two of the plurality of packets. In accordance with another embodiment of the present invention, the communications module is further operable to send additional packets of the plurality of packets at a predetermined rate, until each of the plurality of packets has been sent to the terminal unit.

    Abstract translation: 用于计算机发起的音频文件传输的系统和方法包括具有可操作以与终端单元通信的通信模块的服务器。 服务器还可以包括可操作以存储至少一个文件的存储模块。 可以提供处理器以将文件分离成多个分组。 根据本发明的一个实施例，通信模块可操作以向终端单元发送分组的初始突发，其中分组的初始突发包括多个分组中的至少两个分组。 根据本发明的另一个实施例，通信模块还可操作以预定速率发送多个分组的附加分组，直到多个分组中的每一个已经被发送到终端单元。

    Techniques for marking and manipulating voice message segments through a telephone user interface
    90.
    发明授权
    Techniques for marking and manipulating voice message segments through a telephone user interface 有权
    通过电话用户界面标记和操纵语音消息段的技术

    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。

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