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公开(公告)号：US08670972B1
公开(公告)日：2014-03-11
申请号：US11759659
申请日：2007-06-07
IPC分类号： G06F9/455
CPC分类号： H04M1/24 , G06F9/455 , G06F11/3664 , G10L15/01 , H04L41/145 , H04L43/50 , H04M3/2227 , H04M3/493
摘要： An apparatus and method apparatus and/or computer software to automate testing of a voice self service platform. In its software embodiment, the present invention comprises software that runs on the windows platform to simulate all the components of an Interactive Voice Recognition Unit (VRU). In addition this embodiment can also be used as a helper unit to test individual components of an interactive voice recognition (IVR).
摘要翻译： 一种用于自动化语音自助服务平台测试的装置和方法装置和/或计算机软件。 在其软件实施例中，本发明包括在Windows平台上运行以模拟交互式语音识别单元（VRU）的所有组件的软件。 此外，该实施例还可以用作辅助单元来测试交互式语音识别（IVR）的各个组件。
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2.发明授权Method, apparatus, and computer readable media for minimizing the risk of fraudulent receipt of telephone calls 有权用于最小化欺诈性接收电话呼叫的风险的方法，装置和计算机可读介质公开(公告)号：US06804331B1
公开(公告)日：2004-10-12
申请号：US10156444
申请日：2002-05-28
IPC分类号： H04M164
CPC分类号： H04M3/385 , H04M3/38 , H04M3/5125 , H04M2203/6018
摘要： Method, apparatus, and computer-readable media for minimizing the risk of fraudulent receipt of telephone calls. The invention described herein provides a method of minimizing fraudulent receipt of telephone calls, with the method including at least the following. One or more authenticated voice samples are associated with at least one person. The person then submits at least one test voice sample during a login process to obtain authorization to receive telephone calls. This test voice samples is captured and the differences between the test voice sample and the one or more authenticated voice samples is quantified. Depending on the degree difference between the at least one authenticated voice sample and the test voice sample, the person's request for authorization to receive telephone calls or training is dispositioned. Apparatus and computer-readable media to realize the above function are also provided herein.
摘要翻译： 方法，装置和计算机可读介质，用于最小化欺诈性接收电话呼叫的风险。 本文描述的发明提供了一种使电话呼叫的欺诈接收最小化的方法，该方法至少包括以下方法。 一个或多个认证语音样本与至少一个人相关联。 该人员在登录过程中至少提交一个测试语音样本，以获得接收电话的授权。 该测试语音样本被捕获，测试语音样本与一个或多个认证语音样本之间的差异被量化。 根据至少一个认证语音样本与测试语音样本之间的程度差异，处理该人接收电话或培训的授权请求。 本文还提供了实现上述功能的装置和计算机可读介质。
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3.发明授权System, method, and computer readable media for confirmation and verification of shipping address data associated with transaction 有权用于确认和验证与交易相关联的运送地址数据的系统，方法和计算机可读介质公开(公告)号：US07739326B1
公开(公告)日：2010-06-15
申请号：US12128816
申请日：2008-05-29
CPC分类号： H04M3/4936 , G06Q30/00 , G10L15/00 , H04M3/42221
摘要： A system, method, and computer readable medium for confirmation and verification of shipping address data associated with a transaction. The invention provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference.
摘要翻译： 用于确认和验证与交易相关联的运送地址数据的系统，方法和计算机可读介质。 本发明提供了一种验证与通过电信网络进行的交易相关联的第一和至少第二运送地址信息的方法。 第一和第二送货地址信息可以分别存储在第一格式和第二格式中，例如各自的语音和文本格式。 该方法通过通过提取以两种格式存储的相应地址信息来访问与特定事务相关的地址信息。 然后将地址信息相互比较，以确保它们是一致的。 如果存储在两种格式中的地址信息足够不一致，则可以根据差异以各种方式配置底层事务。
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4.发明授权Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction 有权用于确认和验证与交易相关联的运送地址数据的方法，装置和计算机可读介质公开(公告)号：US07403967B1
公开(公告)日：2008-07-22
申请号：US10173794
申请日：2002-06-18
CPC分类号： H04M3/4936 , G06Q30/00 , G10L15/00 , H04M3/42221
摘要： Methods, apparatus, and computer readable media for confirmation and verification of shipping address data associated with a transaction. The invention as described herein provides a method of verifying first and at least second shipping address information associated with transactions conducted over a telecommunications network. The first and second shipping address information can be stored respectively in a first format and a second format, such as respective speech and text formats. The method functions by accessing address information pertaining to a specific transaction by extracting the respective address information as stored in both formats. The address information is then compared to each other to ensure that they are consistent. If the address information as stored in the two respective formats are sufficiently inconsistent, the underlying transaction may be dispositioned in various ways according to the difference. Typically, the person with whom the transaction is conducted provides live voice data that is stored in a first data store, while a live operator interacting with the person transcribes this voice data for storage as text data in a second data store. The invention focuses on ensuring consistency between the address information as stored in these two different data stores for the purposes of both quality assurance and fraud prevention. Apparatus and computer readable media implementing the above-described method are also provided herein.
摘要翻译： 用于确认和验证与交易相关联的运送地址数据的方法，装置和计算机可读介质。 本文所述的本发明提供一种验证与通过电信网络进行的交易相关联的第一和至少第二运送地址信息的方法。 第一和第二送货地址信息可以分别存储在第一格式和第二格式中，例如各自的语音和文本格式。 该方法通过通过提取以两种格式存储的相应地址信息来访问与特定事务相关的地址信息。 然后将地址信息相互比较，以确保它们是一致的。 如果存储在两种格式中的地址信息足够不一致，则可以根据差异以各种方式配置底层事务。 通常，进行交易的人提供存储在第一数据存储器中的实时语音数据，而与人交互的实时操作者将该语音数据转录为第二数据存储器中的文本数据。 本发明的重点在于为了质量保证和防止欺诈的目的，确保存储在这两个不同数据存储中的地址信息之间的一致性。 本文还提供了实现上述方法的装置和计算机可读介质。
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公开(公告)号：US08990063B1
公开(公告)日：2015-03-24
申请号：US13220271
申请日：2011-08-29
CPC分类号： H04M1/24 , G06F9/455 , G06F11/3664 , G10L15/01 , H04L41/145 , H04L43/50 , H04M3/2227 , H04M3/493
摘要： A hammer system and method thereof for monitoring an organization platform to detect system level problems of one or more applications. The hammer system may include a hammer device, an enhanced trunk group poller, and a client-specific application hammer. The client-specific application hammer may be structured as a simulator that is operable to periodically place calls into the organization platform and emulate real call scenarios. The simulator may include D-channel polling logic.
摘要翻译： 一种用于监视组织平台以检测一个或多个应用的系统级问题的锤系统及其方法。 锤系统可以包括锤装置，增强的躯干组轮辋和客户专用应用锤。 特定于客户端的应用程序锤可以被构造为可操作以将呼叫周期性地放置到组织平台中并模拟真实呼叫场景的模拟器。 模拟器可以包括D信道轮询逻辑。
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公开(公告)号：US08917817B1
公开(公告)日：2014-12-23
申请号：US13220092
申请日：2011-08-29
IPC分类号： H04M1/24
CPC分类号： H04M1/24 , G06F9/455 , G06F11/3664 , G10L15/01 , H04L41/145 , H04L43/50 , H04M3/2227 , H04M3/493
摘要： A call calculator and method thereof used to automate testing of a voice self service platform. The call calculator may have functional logic to calculate an estimated call load. The type of load may be least one of cyclic, peak, burst, choppy, and sustained. The call calculator may use a set of input parameters of an algorithm to calculate the estimated call load, wherein the algorithm may be based on an integral calculus model.
摘要翻译： 一种用于自动化语音自助服务平台测试的呼叫计算器及其方法。 呼叫计算器可以具有用于计算估计的呼叫负载的功能逻辑。 负载的类型可以是循环，峰值，脉冲串，波动和持续中的至少一个。 呼叫计算器可以使用一组算法的输入参数来计算估计的呼叫负载，其中算法可以基于积分演算模型。
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7.发明授权System, method, and computer readable media for confirmation and verification of shipping address data associated with a transaction 有权用于确认和验证与交易相关联的运送地址数据的系统，方法和计算机可读介质公开(公告)号：US08817953B1
公开(公告)日：2014-08-26
申请号：US13551877
申请日：2012-07-18
CPC分类号： H04M3/4936 , G06Q30/00 , G10L15/00 , H04M3/42221
摘要： A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.
摘要翻译： 一种用于确认和验证与数据通信相关联的地址数据的系统，方法和计算机可读介质。 本发明提供一种获得第一地址信息和第二地址信息中的至少一个的方法，将处理器将第一地址信息和第二地址信息之一转换成与第一地址信息中的另一个进行比较的格式兼容 和第二地址信息，并且量化第一地址信息和第二地址信息之间的转换的一个和第一地址信息和第二地址信息中的另一个之间的差异。
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8.发明授权System, method, and computer readable media for confirmation and verification of shipping address data associated with a transaction 有权用于确认和验证与交易相关联的运送地址数据的系统，方法和计算机可读介质公开(公告)号：US08239444B1
公开(公告)日：2012-08-07
申请号：US12765212
申请日：2010-04-22
CPC分类号： H04M3/4936 , G06Q30/00 , G10L15/00 , H04M3/42221
摘要： A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, performing a field-by-field comparison of the converted one of the first address information and the second address information to the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.
摘要翻译： 一种用于确认和验证与数据通信相关联的地址数据的系统，方法和计算机可读介质。 本发明提供一种获得第一地址信息和第二地址信息中的至少一个的方法，将处理器将第一地址信息和第二地址信息之一转换成与第一地址信息中的另一个进行比较的格式兼容 和所述第二地址信息，对所述第一地址信息和所述第二地址信息中的另一个进行所述第一地址信息和所述第二地址信息的转换的一个的逐场比较，并且对所述第一地址信息和所述第二地址信息之间的差进行量化 第一地址信息和第二地址信息以及第一地址信息和第二地址信息中的另一个。
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9.发明授权Method, apparatus, and computer readable media for minimizing the risk of fraudulent access to call center resources 有权方法，装置和计算机可读介质，用于最小化欺骗性访问呼叫中心资源的风险公开(公告)号：US06937702B1
公开(公告)日：2005-08-30
申请号：US10178798
申请日：2002-06-24
CPC分类号： H04M3/385 , H04M3/38 , H04M3/5125 , H04M2203/6018
摘要： Method, apparatus, and computer-readable media for minimizing the risk of fraudulent access to call center resources. The invention described herein provides a method of minimizing fraudulent access to call center resources, with the method including at least the following. One or more authenticated biometric samples are associated with at least one person. The person then submits at least one test biometric sample during a login process to obtain authorization to access to call center resources, for example, to process telephone calls or to receive training. This test biometric sample is captured and the differences between the test biometric sample and the one or more authenticated biometric samples is quantified. Depending on the degree of difference between the at least one authenticated biometric sample and the test biometric sample, the person's request for authorization to access call center resources is dispositioned. Apparatus and computer-readable media to realize the above functions are also provided herein.
摘要翻译： 方法，装置和计算机可读介质，用于最小化欺骗性访问呼叫中心资源的风险。 本文描述的发明提供了一种使呼叫中心资源的欺诈访问最小化的方法，该方法至少包括以下内容。 一个或多个认证的生物特征样本与至少一个人相关联。 该人员在登录过程中至少提交一个测试生物特征样本，以获得访问呼叫中心资源的授权，例如处理电话或接收培训。 捕获该测试生物特征样本，并且量化测试生物特征样本与一个或多个认证生物特征样本之间的差异。 根据至少一个认证的生物特征样本与测试生物特征样本之间的差异程度，处理该人对授权访问呼叫中心资源的请求。 本文还提供了用于实现上述功能的装置和计算机可读介质。
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10.发明授权Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data for a voice-based transaction conducted over a telecommunications network 有权用于促进通过电信网络进行的基于语音的事务的敏感数据的安全捕获的方法，装置，脚本和计算机可读介质公开(公告)号：US06862343B1
公开(公告)日：2005-03-01
申请号：US10156575
申请日：2002-05-28
CPC分类号： H04M3/5166 , H04M3/16 , H04M3/42221 , H04M3/54
摘要： Methods, apparatus, scripts, and computer readable media for facilitating secure capture of sensitive data during a voice-based transaction with a caller conducted over a telecommunications network. In an illustrative embodiment, the method comprises executing a script controlling a flow for the voice-based transaction, during which transaction at least one of sensitive and non-sensitive data may be obtained. The caller is transferred to an automated system in real time in response to the script to capture sensitive data from the caller and to store the sensitive data in a transaction record. The caller is transferred to a live operator in real time in response to the script to capture non-sensitive data from the caller and to store the non-sensitive data in the transaction record. Apparatus, scripts, and computer readable media for realizing the above method and other embodiments of the same are also provided.
摘要翻译： 方法，装置，脚本和计算机可读介质，用于在通过电信网络进行的呼叫者的基于语音的交易期间促进敏感数据的安全捕获。 在说明性实施例中，该方法包括执行控制用于基于语音的事务的流程的脚本，在该事务期间可以获得敏感数据和非敏感数据中的至少一个。 呼叫者被实时传送到自动系统，以响应脚本来捕获来自呼叫者的敏感数据，并将敏感数据存储在事务记录中。 呼叫者被实时地转移到实时运营商，以响应于脚本来捕获来自呼叫者的非敏感数据，并将非敏感数据存储在事务记录中。 还提供了用于实现上述方法和其它实施例的装置，脚本和计算机可读介质。
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