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1.发明申请公开(公告)号：US20140046656A1
公开(公告)日：2014-02-13
申请号：US13569946
申请日：2012-08-08
IPC分类号： G10L21/02
CPC分类号： G10L21/02 , G10L21/0364 , G10L21/057
摘要： Systems and methods for automatic user specific, condition specific communication system intelligibility testing and optimization are provided. The intelligibility of speech for a particular user is determined using a test of intelligibility administered by an interactive voice response (IVR) application running on a communication server. The intelligibility test can be run for a particular user under different conditions. For each user and/or set of conditions, a set of speech signal adjustment parameters can be determined. A set of speech signal adjustment parameters that will enhance the intelligibility of a speech signal for a user are applied when that user is involved in a communication session. The particular set of speech signal adjustment parameters selected can depend on the communication equipment and/or environment associated with the communication session.
摘要翻译： 提供了自动用户特定的，条件特定的通信系统清晰度测试和优化的系统和方法。 使用在通信服务器上运行的交互式语音响应（IVR）应用管理的可懂度的测试来确定特定用户的语音的可懂度。 可以在不同条件下为特定用户运行清晰度测试。 对于每个用户和/或一组条件，可以确定一组语音信号调整参数。 当用户参与通信会话时，将应用一组语音信号调整参数，其将增强用户的语音信号的可懂度。 所选择的特定语音信号调整参数集可以取决于与通信会话相关联的通信设备和/或环境。
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公开(公告)号：US08600794B2
公开(公告)日：2013-12-03
申请号：US11396175
申请日：2006-06-16
申请人： Colin Blair , Paul Roller Michaelis , James K. Wan
发明人： Colin Blair , Paul Roller Michaelis , James K. Wan
IPC分类号： G06Q10/00
CPC分类号： G06Q10/109 , G06Q10/1095
摘要： The present invention is directed generally to an information manager that identifies currently scheduled meetings satisfying selected search parameters, discloses, when permitted, details of the identified meetings to requestors, and merges requested and existing meetings when appropriate.
摘要翻译： 本发明一般涉及一种信息管理器，该信息管理器识别满足所选择的搜索参数的当前安排的会议，当允许时，向所述请求者公开所识别的会议的细节，并且在适当时合并所请求的和现有的会议。
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3.发明授权Customer loyalty, product demonstration, and store/contact center/internet coupling system and method 有权客户忠诚度，产品演示和商店/联络中心/互联网耦合系统和方法公开(公告)号：US08589245B2
公开(公告)日：2013-11-19
申请号：US13345918
申请日：2012-01-09
IPC分类号： G06Q30/00
CPC分类号： G06Q30/02 , A61B5/024 , G06Q30/0281 , G06Q30/0601 , G06Q30/0639
摘要： A system for storing information about searches and inquiries by a customer is provided. The system includes a customer service server that receives information from two or more sources, such as from a retail location sales agent, a website, a call center agent, etc. The information is associated and correlated to interrelate inquiries from the different sources. Further, when the user enters a retail location, a node or server at the retail location can push test application to a user's mobile device based on the past inquiries. These test applications are provided only when the customer is present in the retail location. As such, hacking the application is prevented. Further, with the customer using the application in the retail location, a sales agent is present to assist the customer.
摘要翻译： 提供了用于存储关于顾客的查询和查询的信息的系统。 该系统包括从两个或更多来源（例如从零售地点销售代理，网站，呼叫中心代理等）接收信息的客户服务服务器。该信息被相关联并且被相关联以来自不同来源的查询。 此外，当用户进入零售位置时，零售点处的节点或服务器可以基于过去的查询将测试应用推送到用户的移动设备。 这些测试应用仅在客户存在于零售地点时提供。 因此，防止了应用程序的黑客攻击。 此外，客户在零售地点使用该应用程序，出售销售代理人以协助客户。
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4.发明授权公开(公告)号：US08565386B2
公开(公告)日：2013-10-22
申请号：US12569581
申请日：2009-09-29
IPC分类号： H04M11/00
CPC分类号： H04M3/42391 , H04L65/1059 , H04M1/2475 , H04M1/2535 , H04M3/5183 , H04M7/0015
摘要： The present disclosure is directed, in some embodiments, to automatic switching of a telephony module between different operational modes in response to the identification of different types of incoming contacts.
摘要翻译： 在一些实施例中，本公开涉及响应于识别不同类型的进入联系人而在不同操作模式之间自动切换电话模块。
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公开(公告)号：US20130236002A1
公开(公告)日：2013-09-12
申请号：US13414930
申请日：2012-03-08
IPC分类号： H04M3/00
CPC分类号： H04M3/00 , G06Q10/06393 , H04M2203/402
摘要： In the next generation contact center, a plethora of attributes may be used to describe incoming work requests as well as agents able to handle the work. A work assignment engine may have to sort through hundreds of combinations of attributes in order to identify the optimal or a close-to-optimal solution. One of the problems is how to process this amount of information quickly, as discussed above, at times on systems that do not have the computational horsepower to analyze complex data in a timely manner. This can create a tremendous, unmanageable computational burden for the contact center. One exemplary embodiment reduces the computational burden, and provides additional benefits, by employing a contact center-optimized extension of factor analysis techniques. In general, factor analysis is a statistical method used to describe variability among observed, correlated variables, e.g., attributes, in terms of a potentially lower number of unobserved, uncorrelated variables called factors.
摘要翻译： 在下一代联络中心，可以使用大量属性来描述传入的工作请求以及能够处理工作的代理。 工作分配引擎可能必须对数百种属性的组合进行排序，以便识别最佳或接近最优解。 其中一个问题是如上所述，如何快速处理这种信息量，有时在不具备计算能力的系统上及时分析复杂数据。 这可以为联络中心带来巨大的难以控制的计算负担。 一个示例性实施例通过采用因子分析技术的联络中心优化扩展来减少计算负担并提供额外的益处。 一般来说，因子分析是一种用于描述观察到的相关变量（例如属性）之间的可变性的统计方法，可能是较低数量的未被观察的，不相关的变量称为因子。
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6.发明授权Telephone-based user interface for participating simultaneously in more than one teleconference 有权基于电话的用户界面，可同时参与多个电话会议公开(公告)号：US08442197B1
公开(公告)日：2013-05-14
申请号：US11395558
申请日：2006-03-30
CPC分类号： H04M3/56 , H04L12/18 , H04M2201/38 , H04M2201/40 , H04M2201/60
摘要： The present invention is directed, in one embodiment, to the simultaneous streaming of a text representation of a first voice stream from a first call to a telephone for display and transmitting of a second voice stream from a second call to the telephone for audible play to the user.
摘要翻译： 本发明在一个实施例中涉及将第一语音流的文本表示从第一呼叫同时流传送到电话以用于显示第二语音流并将第二语音流从第二呼叫发送到电话以进行声音播放 用户。
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公开(公告)号：US08401856B2
公开(公告)日：2013-03-19
申请号：US12781162
申请日：2010-05-17
CPC分类号： G10L25/00 , G10L15/005 , G10L15/08 , G10L15/1807 , G10L15/187 , G10L19/04 , G10L19/12 , G10L21/04
摘要： A very common problem is when people speak a language other than the language which they are accustomed, syllables can be spoken for longer or shorter than the listener would regard as appropriate. An example of this can be observed when people who have a heavy Japanese accent speak English. Since Japanese words end with vowels, there is a tendency for native Japanese to add a vowel sound to the end of English words that should end with a consonant. Illustratively, native Japanese speakers often pronounce “orange” as “orenji.” An aspect provides an automatic speech-correcting process that would not necessarily need to know that fruit is being discussed; the system would only need to know that the speaker is accustomed to Japanese, that the listener is accustomed to English, that “orenji” is not a word in English, and that “orenji” is a typical Japanese mispronunciation of the English word “orange.”
摘要翻译： 一个非常常见的问题是当人们说出一种他们习惯的语言之外的语言时，音节可以被听到的时间长于或短于聆听者所认为的语言。 当日语口音较重的人说英文时，可以观察到一个例子。 由于日语的单词以元音结尾，所以本土的日本人倾向于在以辅音结尾的英文单词的最后添加元音。 说明性的，日本人的日本人通常会发音橙色为橙色。 一个方面提供了一种自动语音修正过程，不一定需要知道正在讨论的结果; 该系统只需要知道演讲者习惯于日语，听者习惯于英语，那个谚语不是一个英文的词，而是这个英语单词橙的典型的日语错误。
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公开(公告)号：US08289870B2
公开(公告)日：2012-10-16
申请号：US12565428
申请日：2009-09-23
CPC分类号： H04L65/601 , H04L47/10 , H04L47/38 , H04L65/80
摘要： Methods, devices, and systems are provided for performing priority-based codec conversions. Such conversions may implemented on calls sharing a link having limited bandwidth and may also be implemented after the call has been established but before the call has been terminated. The mechanisms provided herein maximize per-user call completion/quality and overall utilization of network bandwidth by dynamically adjusting encoding algorithms and transmission characteristics of calls using the constrained link.
摘要翻译： 提供了方法，设备和系统，用于执行基于优先级的编解码转换。 这种转换可以在共享具有有限带宽的链路的呼叫上实现，并且还可以在呼叫建立之后但在呼叫已经终止之前被实现。 本文提供的机制通过使用受限链路动态调整编码算法和呼叫的传输特性来最大化每用户呼叫完成/质量和网络带宽的总体利用。
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公开(公告)号：US08238335B2
公开(公告)日：2012-08-07
申请号：US12371065
申请日：2009-02-13
IPC分类号： H04L12/28
CPC分类号： H04L45/00 , H04L45/24 , H04L45/3065
摘要： Two or more packets are generated from the same data stream (e.g., an audio signal) and are sent on a network. When the first of the two or more packets is received, a first optimal route for the first packet is determined, the first packet is sent on the first optimal route, and information about the first packet is stored in a packet list. When another packet is received, the process determines whether it is the second packet of the two or more packets by comparing at least one field in the second packet to the stored information about the first packet in the packet list. If there is a match, a second optimal route for the second packet is determined, and the second packet is sent on the second optimal route.
摘要翻译： 从相同的数据流（例如，音频信号）生成两个或更多个分组，并在网络上发送。 当接收到两个或更多个分组中的第一个时，确定第一分组的第一最佳路由，第一分组在第一最优路由上发送，并且关于第一分组的信息被存储在分组列表中。 当接收到另一分组时，该过程通过将第二分组中的至少一个字段与存储在分组列表中的第一分组的信息相关联来确定它是否是两个或更多个分组的第二分组。 如果存在匹配，则确定第二分组的第二最佳路由，并且在第二最佳路由上发送第二分组。
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10.发明授权Purposeful degradation of sidetone audio for providing feedback about transmit-path signal quality 有权用于提供关于发送路径信号质量的反馈的侧音音频的有目的的降级公开(公告)号：US08229105B2
公开(公告)日：2012-07-24
申请号：US12142991
申请日：2008-06-20
CPC分类号： H04M3/2236
摘要： An enhanced sidetone system is disclosed which provides the user of a telecommunications terminal, while speaking, with immediate audio feedback that corresponds to what the far-end party is probably hearing. The sidetone system continuously samples the input speech signal from the user and also obtains signal quality statistics of the transmission path. These statistics can include descriptions of network quality-of-service characteristics (e.g., packet loss rate, etc.) and/or media quality characteristics (e.g., audio distortion due to echo cancellation, etc.). These statistics enable the disclosed technique to determine whether the transmitted signal quality is acceptable. When an unacceptable condition in transmit-path signal quality is detected, the technique modifies the traditional (main) sidetone signal. For example, a delayed sidetone signal can be transmitted back to the user's terminal, in addition to the main sidetone signal generated, so that the user perceives the combination of sidetone signals as a hollow-sounding, objectionable sound.
摘要翻译： 公开了一种增强的侧音系统，其提供电信终端的用户，同时讲述与远端方可能听到的对应的即时音频反馈。 侧音系统从用户连续采样输入的语音信号，并获得传输路径的信号质量统计。 这些统计可以包括网络服务质量特征（例如，丢包率等）和/或媒体质量特性（例如由于回声消除引起的音频失真等）的描述。 这些统计使得所公开的技术能够确定发送的信号质量是否可接受。 当检测到传输路径信号质量不可接受的条件时，该技术修改了传统（主）侧信号。 例如，除了产生的主要侧音信号之外，还可以将延迟侧音信号发送回用户的终端，使得用户将侧音信号的组合感知为空心的，令人讨厌的声音。
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