公开(公告)号：US20130078970A1

公开(公告)日：2013-03-28

申请号：US13681092

申请日：2012-11-19

申请人： CallVU LTD.

发明人： Doron ROTSZTEIN ,  Ran FARAN

IPC分类号： H04W4/16

CPC分类号： H04M3/5183 ,  H04M3/493 ,  H04M3/4936 ,  H04M3/5191 ,  H04M7/0048 ,  H04M2203/251 ,  H04W4/16 ,  H04W4/60

摘要： An interactive display response (IDR) system. The IDR system comprises an interactive display server (IDS) for communicating display requests from a call center to a plurality of mobile devices that established a connection with the call center; an interactive display agent (IDA) installed on each of the plurality of mobile devices for at least displaying the display requests received from the IDS and communicating user's selections to the call center responsive to the display requests; and an IDR interface for interfacing with interactive voice response (IVR) scripts carried out by the call center and generating display requests based on the IVR scripts.

摘要翻译： 交互式显示响应（IDR）系统。 IDR系统包括用于将显示请求从呼叫中心传送到与呼叫中心建立连接的多个移动设备的交互式显示服务器（IDS）; 安装在所述多个移动装置的每一个上的交互式显示代理（IDA），用于响应于所述显示请求至少显示从所述IDS接收到的所述显示请求并将所述选择传达给所述呼叫中心; 以及用于与由呼叫中心执行的交互式语音响应（IVR）脚本进行接口并根据IVR脚本产生显示请求的IDR接口。

公开(公告)号：US08340257B1

公开(公告)日：2012-12-25

申请号：US11972926

申请日：2008-01-11

申请人： Lyle Walter Paczkowski ,  Kimberly J. Ganote ,  Stevan A. Klesper

发明人： Lyle Walter Paczkowski ,  Kimberly J. Ganote ,  Stevan A. Klesper

IPC分类号： H04M11/00 ,  H04M1/64

CPC分类号： H04M1/72519 ,  H04M1/2535 ,  H04M3/493 ,  H04M2203/251 ,  H04M2203/254

摘要： A method for switching interactive modes in a menu system is disclosed. An audio interactive voice response session is established to provide audio menus to a communication device. A data session with said communication device is also established. The data session is used to instruct the communication device to display indicia that a second mode may be activated. The indicia may be an icon indicative of the second mode. A user selection of the indicia on the communication device sends a message to the IVR system indicating that the second mode is to be activated. The second mode may be a text mode wherein text menus are presented to the user instead of audio menus. The second mode may be a suspend mode whereby the IVR session is halted at its present menu choices and saved for later reactivation.

摘要翻译： 公开了一种在菜单系统中切换交互模式的方法。 建立音频交互式语音响应会话以向通信设备提供音频菜单。 还建立了与所述通信设备的数据会话。 数据会话用于指示通信设备显示可以激活第二模式的标记。 标记可以是指示第二模式的图标。 通信设备上的标记的用户选择向IVR系统发送指示要激活第二模式的消息。 第二模式可以是其中文本菜单被呈现给用户而不是音频菜单的文本模式。 第二模式可以是暂停模式，其中IVR会话在其当前菜单选项处停止并保存以供稍后重新激活。

公开(公告)号：US08265234B2

公开(公告)日：2012-09-11

申请号：US12049021

申请日：2008-03-14

申请人： Harprit Singh

发明人： Harprit Singh

IPC分类号： H04M1/64 ,  H04L29/06

CPC分类号： H04M1/247 ,  H04M1/2478 ,  H04M3/493 ,  H04M2201/42 ,  H04M2203/251 ,  H04M2203/253

摘要： In one aspect, the present invention provides a system and method for enabling a user to more easily navigate an IVR menu by, for example, displaying to the user a visual representation of the IVR menu.

摘要翻译： 一方面，本发明提供了一种用于使用户能够通过例如向用户显示IVR菜单的视觉表示来使得用户更容易地导航IVR菜单的系统和方法。

公开(公告)号：US20120052846A1

公开(公告)日：2012-03-01

申请号：US13281142

申请日：2011-10-25

申请人： Raymond P. Vander Veen

发明人： Raymond P. Vander Veen

IPC分类号： H04W4/00

CPC分类号： H04M1/7255 ,  H04M3/533 ,  H04M3/53333 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/251 ,  H04M2207/18

摘要： Techniques for use in a mobile telephone for configuring voice mailbox configuration information at a remote voicemail system for storage in association with a voice mailbox of the mobile telephone. The mobile telephone displays, in a GUI, a user input prompt for initializing or changing the information. In response to the user input prompt, the mobile telephone receives the information that is input via the GUI and stores the information in memory. After receiving and storing the information, the mobile telephone initiates a connection with the system via a wireless network. The mobile telephone transmits, via the wireless network, and over the connection to the system, the stored information and a command for initializing or changing the information of the voice mailbox at the system. The mobile telephone accesses, via the wireless network, voicemail from the voice mailbox of the system which utilizes the information.

摘要翻译： 用于在移动电话中用于在远程语音邮件系统处配置语音邮箱配置信息以便与移动电话的语音邮箱相关联地存储的技术。 移动电话在GUI中显示用于初始化或改变信息的用户输入提示。 响应于用户输入提示，移动电话接收通过GUI输入的信息并将该信息存储在存储器中。 在接收和存储信息之后，移动电话通过无线网络发起与系统的连接。 移动电话经由无线网络，通过与系统的连接，发送存储的信息和用于初始化或改变系统中的语音信箱的信息的命令。 移动电话通过无线网络访问利用该信息的系统的语音信箱的语音邮件。

公开(公告)号：US08036347B1

公开(公告)日：2011-10-11

申请号：US11582606

申请日：2006-10-18

申请人： Rajesh Kanade

发明人： Rajesh Kanade

IPC分类号： H04M11/00

CPC分类号： H04M3/5191 ,  H04M3/5166 ,  H04M2203/251

摘要： A method, apparatus and computer program product for providing additional information to an Interactive Voice Response (IVR) system user is presented. A call from a user is received at the IVR system, and a session is provided for the user. Additionally, a page is generated for the session. The page is communicated to the user; and is dynamically updated for the user as the user traverses menus of the IVR system.

摘要翻译： 提出了一种用于向交互式语音响应（IVR）系统用户提供附加信息的方法，装置和计算机程序产品。 在IVR系统处接收到来自用户的呼叫，并为用户提供会话。 另外，为会话生成页面。 该页面传达给用户; 并且在用户遍历IVR系统的菜单时为用户动态地更新。

公开(公告)号：US20090153646A1

公开(公告)日：2009-06-18

申请号：US12250428

申请日：2008-10-13

申请人： LINDSAY BOURGUIGNON ,  Eric Jensen ,  Kristina Mashek ,  John Morrison

发明人： LINDSAY BOURGUIGNON ,  Eric Jensen ,  Kristina Mashek ,  John Morrison

IPC分类号： H04B7/14

CPC分类号： G06Q30/02 ,  H04M3/51 ,  H04M3/5233 ,  H04M2203/251 ,  H04M2203/257

摘要： A system, device, and method for providing assistance to a user may include initiation of a video and/or text chat session as an audio telephone call between a terminal operated by the user and a call host, establishment, by the call host, of an audio connection between the user terminal and call host for the audio telephone call, a routing, by the call host, of the audio telephone call to a terminal of a human agent, the routing depending on a type of assistance requested by the user, and the user terminal and the agent terminal establishing a video connection and/or a text chat connection between the user terminal and the agent terminal after the audio telephone call is accepted by the agent terminal.

摘要翻译： 用于向用户提供协助的系统，设备和方法可以包括作为在由用户操作的终端和呼叫主机之间的音频电话呼叫的启动，和/或文本聊天会话，呼叫主体建立 用户终端和用于音频电话呼叫的呼叫主机之间的音频连接，由呼叫主机向人类代理的终端进行音频电话呼叫的路由，路由取决于用户请求的协助类型， 并且用户终端和代理终端在代理终端接受音频电话呼叫之后，在用户终端和代理终端之间建立视频连接和/或文本聊天连接。

公开(公告)号：US20080240406A1

公开(公告)日：2008-10-02

申请号：US12055712

申请日：2008-03-26

申请人： Vasudeva Rao Akula ,  Sunil Issar

发明人： Vasudeva Rao Akula ,  Sunil Issar

IPC分类号： H04M3/00

CPC分类号： H04M3/4936 ,  H04M3/493 ,  H04M2203/251

摘要： The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.

摘要翻译： 界面的自动选择可以导致实体之间的交互的优化。 接口的这种选择可以在交互式语音响应系统的上下文中具体应用，并且可以基于包括呼叫者对系统的使用的因素来允许呈现给呼叫者的接口被优化。

公开(公告)号：US07324633B2

公开(公告)日：2008-01-29

申请号：US11113765

申请日：2005-04-25

申请人： Xiaofeng Gao ,  David Scott ,  Samuel N. Zellner

发明人： Xiaofeng Gao ,  David Scott ,  Samuel N. Zellner

IPC分类号： H04M11/06

CPC分类号： G06F3/167 ,  G06F3/016 ,  G06F3/0482 ,  G06F3/16 ,  G06F2203/014 ,  H04M3/493 ,  H04M7/0027 ,  H04M7/128 ,  H04M2201/38 ,  H04M2201/42 ,  H04M2203/251 ,  H04M2203/253

摘要： One embodiment of a representative system for web integrated interactive voice response includes an interactive voice response system adapted to provide a plurality of voice menus to a user over a telephone and a graphical user interface system adapted to provide a plurality of menus in a graphical format to the user over a network connection. Information provided in the voice menus corresponds to information provided in the menus in the graphical format and is responsive to commands received by the graphical user interface system from the user. Other systems and methods are also provided.

摘要翻译： 用于web集成交互式语音响应的代表性系统的一个实施例包括交互式语音响应系统，其适于通过电话向用户提供多个语音菜单，以及图形用户界面系统，其适于以图形格式提供多个菜单 用户通过网络连接。 在语音菜单中提供的信息对应于菜单中以图形格式提供的信息，并响应于图形用户界面系统从用户接收到的命令。 还提供了其他系统和方法。

公开(公告)号：US07289606B2

公开(公告)日：2007-10-30

申请号：US10119614

申请日：2002-04-10

申请人： Sandeep Sibal ,  Inderpal Singh Mumick

发明人： Sandeep Sibal ,  Inderpal Singh Mumick

IPC分类号： H04M11/00

CPC分类号： H04M3/4938 ,  H04M3/493 ,  H04M2203/251 ,  H04M2203/253 ,  H04M2207/18

摘要： Multi-modal applications are capable of interacting with a user in a voice mode, a visual mode, and/or other modes of communication. Mode swapping refers to the process of changing from one mode of communication (or one combination of modes) to another. Mode swapping may be initiated by a user, by an application, or by another entity. Mode swapping may be performed “adaptively,” in that an entity monitors the effectiveness of a communication mode and initiates a mode swap if communication is proceeding non-optimally in the current mode. Mode swapping may be performed by dropping a call to a telephone terminal in the currently-open mode and placing a call to that same device in another mode. In one embodiment, logic for mode swapping resides on a gateway proxy that mediates communication between an application and a telephone terminal.

摘要翻译： 多模式应用能够以语音模式，视觉模式和/或其他通信模式与用户交互。 模式交换是指从一种通信模式（或一种模式组合）切换到另一种模式的过程。 模式交换可以由用户，应用程序或另一实体发起。 可以“自适应地”执行模式交换，因为实体监视通信模式的有效性并且如果通信在当前模式下非最佳地进行，则启动模式交换。 模式交换可以通过在当前打开的模式中放弃对电话终端的呼叫并且在另一种模式下对同一设备进行呼叫来执行。 在一个实施例中，用于模式交换的逻辑驻留在中介应用和电话终端之间的通信的网关代理上。

公开(公告)号：US07283973B1

公开(公告)日：2007-10-16

申请号：US10282239

申请日：2002-10-29

申请人： Masoud Loghmani ,  Timothy Hazard

发明人： Masoud Loghmani ,  Timothy Hazard

IPC分类号： G06Q30/00 ,  G06F15/16 ,  H04M1/64

CPC分类号： G06Q30/00 ,  G06Q30/0613 ,  G06Q30/0641 ,  H04M3/4938 ,  H04M2203/251

摘要： A voice-enabled system for online content access and delivery provides a voice and telephony interface, as well a text and graphic interface, for browsing and accessing requested content or shopping over the Internet using a browser or a telephone. The system allows customers to access an online data application, search for desired content items, select content items, and finally pay for selected items using a credit card, over a phone line or the Internet. A telephony-Internet interface converts spoken queries into electronic commands for transmission to an online data application. Markup language-type pages transmitted to callers from the online data application are parsed to extract selected information. The selected information is then reported to the callers via audio messaging. A voice-enabled technology for mobile multi-modal interaction is also provided.

摘要翻译： 用于在线内容访问和传送的支持语音的系统提供语音和电话接口以及文本和图形界面，用于浏览和访问所请求的内容或使用浏览器或电话在因特网上购物。 该系统允许客户访问在线数据应用程序，搜索所需的内容项目，选择内容项目，最后使用信用卡，通过电话线或互联网支付所选项目。 电话 - 互联网接口将口语查询转换为电子命令以传输到在线数据应用。 解析从在线数据应用程序发送到呼叫者的标记语言类型页面以提取所选信息。 所选择的信息然后通过音频消息传送给呼叫者。 还提供了支持移动多模态交互的语音技术。