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1.发明授权公开(公告)号：US07706520B1
公开(公告)日：2010-04-27
申请号：US11269296
申请日：2005-11-08
CPC分类号： H04M3/42221 , H04M2201/40 , H04M2201/60
摘要： A system and method for facilitating transcription of an audio recording, with auditing. An IVR (Interactive Voice Response) unit makes a set of audio recordings of a caller's input during a call. The set of audio recordings is stored in a database and queued for transcription by remote agents. The recordings are forwarded to a first agent who listens to the audio and completes a form with text corresponding to the audio. The system then determines whether to audit the first agent's transcription by having another agent transcribe the same set of recordings. The recordings may be re-queued and transcribed multiple times, until two (or more) of the transcriptions match, or until some threshold number of transcriptions have been obtained. An agent may contact the caller (e.g., via telephone or electronic mail) if a recording cannot be fully transcribed.
摘要翻译： 一种用于通过审计促进录音录音的系统和方法。 IVR（交互式语音应答）单元在呼叫期间创建呼叫者输入的一组音频记录。 该组音频记录被存储在数据库中并排队等待远程代理进行转录。 记录被转发给听音频的第一代理，并且完成与音频对应的文本的表单。 系统然后通过让另一个代理转录同一组记录来确定是否对第一代理人的转录进行审核。 可以将记录重新排队并转录多次，直到两次（或更多次）的转录匹配，或直到已经获得某些阈值数量的转录。 如果记录不能完全转录，代理人可以联系呼叫者（例如，通过电话或电子邮件）。
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公开(公告)号：US08009821B1
公开(公告)日：2011-08-30
申请号：US11646058
申请日：2006-12-27
IPC分类号： H04M3/523
CPC分类号： H04M3/5125
摘要： An exemplary method of integrating existing physical stores in call center operations comprises registering a plurality of physical stores each having at least one phone line, obtaining availability information of one or more phone lines of a registered store, determining a phone line to route a call for the registered store based on call center routing rules, and routing the call to the determined phone line.
摘要翻译： 将现有实体商店集成在呼叫中心操作中的示例性方法包括：登记多个具有至少一个电话线的物理存储器，获得注册商店的一个或多个电话线路的可用性信息，确定用于路由呼叫的电话线路 基于呼叫中心路由规则的注册商店，并将呼叫路由到确定的电话线路。
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