公开(公告)号：US08554218B2

公开(公告)日：2013-10-08

申请号：US13444083

申请日：2012-04-11

申请人： Doug Gisby ,  Michael Gray ,  Shen-Yuan Yap ,  Michael S. Colbert ,  Robert J. James, Jr.

发明人： Doug Gisby ,  Michael Gray ,  Shen-Yuan Yap ,  Michael S. Colbert ,  Robert J. James, Jr.

IPC分类号： H04W88/02

CPC分类号： H04M3/4234 ,  H04M3/42314 ,  H04M3/436 ,  H04M7/006 ,  H04M7/1225 ,  H04M2203/1091 ,  H04M2203/2011 ,  H04M2203/2016 ,  H04M2203/652 ,  H04M2207/20 ,  H04W4/16

摘要： A telecommunication method, server and system that route an outbound telephone communication initiated by a wireless remote device through an enterprise communication network. The system also routes an incoming call to a device associated with an enterprise communication network to a plurality of telephony devices including wireless devices and other remote devices.

摘要翻译： 一种通过企业通信网络路由由无线远程设备发起的出站电话通信的电信方法，服务器和系统。 系统还将来电呼叫路由到与企业通信网络相关联的设备到包括无线设备和其他远程设备的多个电话设备。

公开(公告)号：US20100220846A1

公开(公告)日：2010-09-02

申请号：US12394377

申请日：2009-02-27

申请人： Doug Gisby ,  Christopher Labrador ,  Brian Oliver ,  Susie Simon-Daniels ,  Adrian Logan ,  Eric Fritzley ,  Brian McColgan

发明人： Doug Gisby ,  Christopher Labrador ,  Brian Oliver ,  Susie Simon-Daniels ,  Adrian Logan ,  Eric Fritzley ,  Brian McColgan

IPC分类号： H04M3/56

CPC分类号： H04M3/56 ,  H04M3/38 ,  H04M2203/2088 ,  H04M2203/6081

摘要： A system and method for reestablishing a voice communications session moderated by a group call server between two or more telephony devices. The method is performed by a processor monitoring the communications session. The method comprises: storing one or more data records representing group call information; detecting disconnection of at least one participating telephony device from the group communications session, and determining that the disconnection was not intentionally initiated; accessing the stored call group information data and causing signals to enable reestablishment of participation by the disconnected device to be sent to the disconnected device; and upon receipt by the group call server from the disconnected device of signals representing a request to reconnect the disconnected device, outputting command signals for reestablishing a communications session between the disconnected device and at least one other device participating in the group communications session.

摘要翻译： 一种用于重建由两个或多个电话设备之间的组呼叫服务器主持的语音通信会话的系统和方法。 该方法由监视通信会话的处理器执行。 该方法包括：存储表示组呼信息的一个或多个数据记录; 检测至少一个参与电话设备与所述组通信会话的断开，并且确定所述断开不是有意地启动的; 访问所存储的呼叫组信息数据并使信号能够重新建立被断开的设备的参与以被发送到断开的设备; 并且在来自断开的设备的组呼呼叫服务器接收到表示重新连接断开的设备的请求的信号时，输出用于重新建立在断开的设备与参与组通信会话的至少一个其他设备之间的通信会话的命令信号。

公开(公告)号：US20090097631A1

公开(公告)日：2009-04-16

申请号：US11871580

申请日：2007-10-12

申请人： Doug Gisby ,  Robert J. James, JR.

发明人： Doug Gisby ,  Robert J. James, JR.

IPC分类号： H04M3/46

CPC分类号： H04M3/46 ,  H04M3/42153 ,  H04M3/465 ,  H04M3/53308 ,  H04M2203/2044 ,  H04M2203/2072

摘要： A telecommunication system that routes an inbound telephone communication through an enterprise communication network and server. The system and its operating method routes an incoming call to a first recipient, and if the first recipient does not answer, then routes the call to a second recipient (or more) based on a predetermined user profile and/or user overflow group. The server retrieves an overflow group profile, consisting of a plurality user profiles, associated with the called device, determines how to route the call, and initiates a call to the user and/or overflow group members according to how the call should be routed. The system can route the incoming call to a plurality of telephony devices including personal digital assistants and other remote devices.

摘要翻译： 通过企业通信网络和服务器路由入站电话通信的电信系统。 系统及其操作方法将来电呼叫路由到第一接收者，如果第一收件人不应答，则基于预定用户简档和/或用户溢出组将呼叫路由到第二接收者（或更多）。 服务器检索与被叫设备相关联的多个用户简档组成的溢出组配置文件，确定如何路由呼叫，并根据呼叫如何路由发起对用户和/或溢出组成员的呼叫。 该系统可以将来话呼叫路由到多个电话设备，包括个人数字助理和其他远程设备。

公开(公告)号：US06337904B1

公开(公告)日：2002-01-08

申请号：US09659933

申请日：2000-09-12

申请人： Doug Gisby

发明人： Doug Gisby

IPC分类号： H04M300

CPC分类号： H04M3/51 ,  H04M3/42323 ,  H04M3/48 ,  H04M3/493 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/58

摘要： A call center is adapted to select calls on a preprogrammed basis for possible participation in a survey. Selected calls are transferred to an interrogation point, which may be by Interactive Voice Response, where the callers are asked if they will participate. For those callers who do not wish to participate, the calls are routed by normal routing rules. For those callers who do wish to participate, the calls are transferred according to survey routing rules, and after transaction with an agent, to a survey point where the survey is conducted. In one embodiment callers who indicate a willingness to participate, but hang up before being transferred to a survey point, are automatically called back, and then, if willing, transferred to the survey point.

摘要翻译： 呼叫中心适用于以预编程方式选择呼叫，以便可能参与调查。 选择的呼叫被转移到询问点，这可以是交互式语音响应，其中呼叫者被询问是否参与。 对于不希望参与的呼叫者，通过正常路由规则路由呼叫。 对于那些希望参与的呼叫者，根据调查路线规则，在与代理人交易后，将呼叫转移到进行调查的调查点。 在一个实施例中，表示愿意参与，但在被转移到调查点之前挂断的呼叫者被自动回叫，然后如果愿意转移到调查点。

公开(公告)号：US6028925A

公开(公告)日：2000-02-22

申请号：US717559

申请日：1996-09-23

申请人： Paul E. Van Berkum ,  Doug Gisby

发明人： Paul E. Van Berkum ,  Doug Gisby

IPC分类号： H04M3/51 ,  H04M11/00 ,  H04M3/00 ,  H04M3/42

CPC分类号： H04M3/51

摘要： A telephonic switching system 100 including a telephonic switch 102 services telephone calls received from telephonic units 104 through a telephonic network 106. The telephone calls are received at input ports 107 and placed in virtual memory spaces 118 by the telephonic switch 102. There is one virtual memory space 118 for each input port 107, or voice channel, in the telephonic switch 102 such that all telephone calls received by the switch 102 are placed in a different virtual memory space. Virtual agents 119 service the telephone calls in the virtual memory spaces 118. Each virtual agent 119 is associated with one of the virtual memory spaces 118. The virtual agents 119 may connect the telephone calls to any of a number of resources. Exemplary resources include a voice response unit 108, local agent units 110 and/or remote agent units 112.

摘要翻译： 包括电话交换机102的电话交换系统100为通过电话网络106从电话单元104接收的电话服务进行服务。电话呼叫在输入端口107处被接收并由电话交换机102放置在虚拟存储器空间118中。有一个虚拟 存储器空间118用于电话交换机102中的每个输入端口107或语音信道，使得由交换机102接收的所有电话呼叫被放置在不同的虚拟存储器空间中。 虚拟代理119服务虚拟存储器空间118中的电话呼叫。每个虚拟代理119与虚拟存储器空间118中的一个相关联。虚拟代理119可以将电话呼叫连接到多个资源中的任何一个。 示例性资源包括语音应答单元108，本地代理单元110和/或远程代理单元112。

公开(公告)号：US08169899B2

公开(公告)日：2012-05-01

申请号：US11875212

申请日：2007-10-19

申请人： Doug Gisby ,  Michael Gray ,  Shen-Yuan Yap ,  Michael S. Colbert ,  Robert J. James, Jr.

发明人： Doug Gisby ,  Michael Gray ,  Shen-Yuan Yap ,  Michael S. Colbert ,  Robert J. James, Jr.

IPC分类号： H04W4/00 ,  H04B7/216

CPC分类号： H04M3/4234 ,  H04M3/42314 ,  H04M3/436 ,  H04M7/006 ,  H04M7/1225 ,  H04M2203/1091 ,  H04M2203/2011 ,  H04M2203/2016 ,  H04M2203/652 ,  H04M2207/20 ,  H04W4/16

摘要： A telecommunication method, server and system that route an outbound telephone communication initiated by a wireless remote device through an enterprise communication network. The system also routes an incoming call to a device associated with an enterprise communication network to a plurality of telephony devices including wireless devices and other remote devices.

公开(公告)号：US20090203375A1

公开(公告)日：2009-08-13

申请号：US12027455

申请日：2008-02-07

申请人： Doug Gisby ,  Michael Gray

发明人： Doug Gisby ,  Michael Gray

IPC分类号： H04Q7/20

CPC分类号： H04W40/36 ,  H04M3/42246 ,  H04M7/0057 ,  H04W8/30

摘要： A telecommunication system and method for automatically and seamlessly switching voice calls on a wireless mobile device between different wireless network services during the same conversation without user interaction and without being noticeable to the parties on the call. For example, a voice call at a mobile device using the services of a wireless wide area network (e.g., GSM/GPRS cellular network) may be switched over to a wireless local area network (e.g., 802.11 wireless network), and vice versa, while the call is in progress and without any input from the parties on the call. The system and method also provide a mechanism for maintaining a voice over Internet Protocol (VoIP) call while the mobile device moves between wireless access points (AP) and has automatic reconnection in case there is a dropped call.

摘要翻译： 一种电信系统和方法，用于在相同对话期间在无线移动设备之间在无线移动设备之间自动和无缝地切换语音呼叫，而无需用户交互，并且在呼叫中不被当事方注意。 例如，可以使用无线广域网（例如，GSM / GPRS蜂窝网络）的服务在移动设备处的语音呼叫切换到无线局域网（例如，802.11无线网络），反之亦然， 而呼叫正在进行中，没有来电方的任何输入。 该系统和方法还提供一种用于在移动设备在无线接入点（AP）之间移动时维持因特网协议（VoIP）呼叫的语音的机制，并且在存在丢弃的呼叫的情况下具有自动重新连接。

公开(公告)号：US20080139210A1

公开(公告)日：2008-06-12

申请号：US11875278

申请日：2007-10-19

申请人： Doug Gisby ,  Michael Gray ,  Shen-Yuan Yap ,  Michael S. Colbert ,  Robert J. James

发明人： Doug Gisby ,  Michael Gray ,  Shen-Yuan Yap ,  Michael S. Colbert ,  Robert J. James

IPC分类号： H04Q7/20

CPC分类号： H04M3/4234 ,  H04M3/42314 ,  H04M3/436 ,  H04M7/006 ,  H04M7/1225 ,  H04M2203/1091 ,  H04M2203/2011 ,  H04M2203/2016 ,  H04M2203/652 ,  H04M2207/20 ,  H04W4/16

摘要： A telecommunication method, server and system that route an outbound telephone communication initiated by a wireless remote device through an enterprise communication network. The system also routes an incoming call to a device associated with an enterprise communication network to a plurality of telephony devices including wireless devices and other remote devices.

摘要翻译： 一种通过企业通信网络路由由无线远程设备发起的出站电话通信的电信方法，服务器和系统。 系统还将来电呼叫路由到与企业通信网络相关联的设备到包括无线设备和其他远程设备的多个电话设备。

公开(公告)号：US6002760A

公开(公告)日：1999-12-14

申请号：US24933

申请日：1998-02-17

申请人： Doug Gisby

发明人： Doug Gisby

IPC分类号： H04M3/48 ,  H04M3/51 ,  H04M3/523 ,  H04M3/53 ,  H04M7/00 ,  H04M3/00 ,  H04M3/42

CPC分类号： H04M3/5158 ,  H04M3/48 ,  H04M3/523 ,  H04M2201/50 ,  H04M3/5183 ,  H04M3/5231 ,  H04M3/5307 ,  H04M7/0033

摘要： A call queueing system for a call center establishes virtual calls for callers, and allows the callers to disconnect and await a later callback when the virtual call is routed to an agent. Callers are connected to an IVR and informed that they may disconnect and await the callback. An IVR may also be used when the callback is made, informing the caller of the nature of the new call, and that they are now being connected to an agent. In some instances virtual calls may be sequenced in the same queue with real calls. The virtual call system may be initiated in a call center by exceeding load threshold, at particular time frames, and the like. A key is associated with each virtual call in a manner that the origination number of the call for whom the virtual call is entered may be retrieved when the call is routed to an agent. The system is adapted to work with all intelligent routing systems.

摘要翻译： 用于呼叫中心的呼叫排队系统为呼叫者建立虚拟呼叫，并且当虚拟呼叫路由到代理时，允许呼叫者断开连接并等待稍后的回呼。 来电者连接到IVR，并通知他们可能会断开连接并等待回调。 当回调时也可以使用IVR，通知呼叫者新呼叫的性质，并且它们正在连接到代理。 在某些情况下，可以在具有真实呼叫的同一队列中对虚拟呼叫进行排序。 可以在呼叫中心通过超过负载阈值，特定时间帧等来启动虚拟呼叫系统。 密钥与每个虚拟呼叫相关联，其方式是当呼叫被路由到代理时，可以检索到对其进行虚拟呼叫的呼叫的发起号码。 该系统适用于所有智能路由系统。

公开(公告)号：US5818909A

公开(公告)日：1998-10-06

申请号：US718668

申请日：1996-09-27

申请人： Paul E. Van Berkum ,  Doug Gisby

发明人： Paul E. Van Berkum ,  Doug Gisby

IPC分类号： H04M3/22 ,  H04M3/51 ,  H04M1/64 ,  H04M3/00

CPC分类号： H04M3/51 ,  H04M3/2218 ,  H04M3/2272 ,  H04M3/5175

摘要： An agent speech detector system 100 includes an agent terminal 112 which detects whether an agent speaks during a telephone call routed to the agent by a telephonic switch 102. An interface circuit 104 may interconnect the agent terminal 112 and the telephonic switch 102. A call begin circuit 216 detects the beginning of a telephone call and notifies a speech detector 218. The speech detector 218 monitors the voice of the agent until a call termination circuit 220 indicates that the telephone call has terminated. If the speech detector 218 detects that the agent did not speak during the telephone call, it notifies a communications circuit 222 which automatically transmits this information to a supervisor computer system 105.

摘要翻译： 代理语音检测器系统100包括代理终端112，代理终端112在通过电话交换机102路由到代理的电话呼叫期间检测代理是否说话。接口电路104可以互连代理终端112和电话交换机102.呼叫开始 电路216检测电话呼叫的开始并通知语音检测器218.语音检测器218监视代理的语音，直到呼叫终止电路220指示电话呼叫已经终止。 如果语音检测器218在电话呼叫期间检测到代理没有说话，则通知通信电路222将自动将该信息发送到管理计算机系统105。