公开(公告)号：US20140081643A1

公开(公告)日：2014-03-20

申请号：US13617553

申请日：2012-09-14

Applicant: Ajita JOHN ,  Michael J. SAMMON ,  Reinhard KLEMM ,  Doree Duncan SELIGMANN

Inventor： Ajita JOHN ,  Michael J. SAMMON ,  Reinhard KLEMM ,  Doree Duncan SELIGMANN

IPC: G10L21/00

CPC classification number: G06F17/27 ,  G10L15/08 ,  G10L15/265 ,  G10L17/00 ,  G10L2015/088

Abstract: Systems, methods, and non-transitory computer-readable storage media for determining expertise through speech analytics. The system associates speakers with respective segments of an audio conversation to yield associated speaker segments. The system also identifies a number of times a speaker has spoken about a topic in the audio conversation by searching the associated speaker segments for a term associated with the topic. The system then ranks the speaker as an expert in the topic when the number of times the speaker has spoken about the topic in the audio conversation exceeds a threshold. The audio conversation can include a compilation of a plurality of audio conversations. Moreover, the system can tag the associated speaker segments having the term with keyword tags and match a respective segment from the associated speaker segments with the speaker, the respective segment having a keyword tag.

Abstract translation: 用于通过语音分析确定专业知识的系统，方法和非暂时的计算机可读存储介质。 该系统将扬声器与音频对话的相应段相关联，以产生相关的扬声器段。 该系统还通过搜索与该主题相关联的术语的相关联的说话者段来识别扬声器在音频会话中谈论的主题的次数。 当演讲者在音频会话中谈论主题的次数超过阈值时，该系统将作为该主题的专家排列扬声器。 音频会话可以包括多个音频会话的汇编。 此外，系统可以用具有关键字标签的关联标签的相关联的扬声器段标记，并且将来自相关联的扬声器段的相应段与扬声器相匹配，相应的段具有关键字标签。

公开(公告)号：US20130051549A1

公开(公告)日：2013-02-28

申请号：US13217958

申请日：2011-08-25

Applicant: Reinhard KLEMM

Inventor： Reinhard KLEMM

IPC: H04M3/00

CPC classification number: H04M3/5238 ,  H04M3/42059

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing estimated wait times to consumers waiting to communicate with a customer service representative. The system accesses information about the consumer, analyzes that information, and based on that analysis places the consumer into a segment. The system then provides to the consumer an estimated wait time to communicate with a customer service representative based on the segment assigned to the consumer. Access to information about the consumer can be actively granted by the consumer, or passively acquired by a system configured to utilize publically available information.

Abstract translation: 这里公开的是系统，方法和非暂时的计算机可读存储介质，用于向等待与客户服务代表通信的消费者提供估计的等待时间。 系统访问有关消费者的信息，分析该信息，并根据该分析将消费者置于细分市场。 系统然后基于分配给消费者的段向消费者提供估计的等待时间以与客户服务代表进行通信。 有关消费者的信息的访问可以由消费者主动地授予，或被被配置为利用公共可用信息的系统被动地获取。

公开(公告)号：US20120166235A1

公开(公告)日：2012-06-28

申请号：US12978911

申请日：2010-12-27

Applicant: Reinhard Klemm

Inventor： Reinhard Klemm

IPC: G06Q10/00

CPC classification number: G06Q10/063

Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for benchmarking the performance of a contact center of an enterprise with respect to online communications channels. A system configured to practice the method first identifies messages posted by users on an online communications channel during a first time interval. Each of these messages includes an identification of user problems encountered by the users. The system then identifies messages posted by agents of the enterprise on the online communications channel. Specifically, the messages identified are those consisting of an agents responding to the user problems identified in messages posted by the users. The system can then generate response performance measures for the enterprise. The response performance measures can be based on a temporal relationship between corresponding messages posted by a users and agents. Alternatively, the performance measures can be based on users' response to the responses provided by the agents.

Abstract translation: 公开了系统，方法和非暂时的计算机可读存储介质，用于对企业联系中心在线通信信道的性能进行基准测试。 被配置为实施该方法的系统首先在第一时间间隔期间识别用户在在线通信信道上发布的消息。 这些消息中的每一个包括用户遇到的用户问题的识别。 系统然后识别在线通信信道上企业的代理发布的消息。 具体来说，识别的消息是由响应用户发布的消息中识别的用户问题的代理组成的消息。 然后，系统可以为企业生成响应性能指标。 响应性能测量可以基于用户和代理发布的相应消息之间的时间关系。 或者，性能测量可以基于用户对代理提供的响应的响应。

公开(公告)号：US20070276888A1

公开(公告)日：2007-11-29

申请号：US11383268

申请日：2006-05-15

Applicant: Reinhard Klemm

Inventor： Reinhard Klemm

IPC: G06F17/30

CPC classification number: G06F17/30607 ,  G06F12/0253

Abstract: A mechanism is disclosed that enables garbage collection of object instances that have persistent data and a mutable key. A mutable key capability is advantageous in a variety of applications, such as monitoring a set of users and their login status on a plurality of media servers (e.g., an email server, an instant messaging server, a voice mail server, a video server, an audio-conferencing server, etc.). Implementations based on the Enterprise JavaBean specification are disclosed for three illustrative embodiments of the present invention. The illustrative embodiments of the present invention can also be implemented in accordance with object persistence mechanisms other than Enterprise JavaBeans.

Abstract translation: 公开了一种能够对具有持久数据和可变密钥的对象实例的垃圾收集的机制。 可变密钥能力在各种应用中是有利的，例如监视一组用户及其在多个媒体服务器（例如，电子邮件服务器，即时消息服务器，语音邮件服务器，视频服务器， 音频会议服务器等）。 对于本发明的三个说明性实施例，公开了基于Enterprise JavaBean规范的实现。 本发明的说明性实施例也可以根据除企业JavaBeans之外的对象持久性机制来实现。

公开(公告)号：US20070276778A1

公开(公告)日：2007-11-29

申请号：US11383273

申请日：2006-05-15

Applicant: Reinhard Klemm

Inventor： Reinhard Klemm

IPC: G06F17/30

CPC classification number: G06F17/30607 ,  G06F9/449 ,  G06F9/4493

Abstract: A mechanism is disclosed that enables the invocation of methods of object instances that have persistent data and a mutable key. A mutable key capability is advantageous in a variety of applications, such as monitoring a set of users and their login status on a plurality of media servers (e.g., an email server, an instant messaging server, a voice mail server, a video server, an audio-conferencing server, etc.). The methods that can be invoked include get methods, set methods, unset methods, finder methods, destructors, and business methods. Implementations based on the Enterprise JavaBean specification are disclosed for three illustrative embodiments of the present invention. The illustrative embodiments of the present invention can also be implemented in accordance with object persistence mechanisms other than Enterprise JavaBeans.

Abstract translation: 公开了一种能够调用具有持久数据和可变密钥的对象实例的方法的机制。 可变密钥能力在各种应用中是有利的，例如监视一组用户及其在多个媒体服务器（例如，电子邮件服务器，即时消息服务器，语音邮件服务器，视频服务器， 音频会议服务器等）。 可以调用的方法包括get方法，set方法，unset方法，finder方法，析构函数和业务方法。 对于本发明的三个说明性实施例，公开了基于Enterprise JavaBean规范的实现。 本发明的说明性实施例也可以根据除企业JavaBeans之外的对象持久性机制来实现。

公开(公告)号：US20060174250A1

公开(公告)日：2006-08-03

申请号：US11047001

申请日：2005-01-31

Applicant: Ajita John ,  Reinhard Klemm ,  Doree Seligmann

Inventor： Ajita John ,  Reinhard Klemm ,  Doree Seligmann

IPC: G06F9/46

CPC classification number: G06Q10/10

Abstract: Methods and apparatus are provided for controlling an availability of a user in an enterprise environment. If an enterprise user requests to change an availability status on one or more media, a determination is made as to whether to grant the request based on one or more predefined criteria associated with the enterprise. For example, the predefined criteria may comprise resource needs or one or more policies of the enterprise. The predefined criteria may be expressed as one or more rules in a rule base.

Abstract translation: 提供了用于控制企业环境中用户的可用性的方法和装置。 如果企业用户请求更改一个或多个媒体上的可用性状态，则确定是否基于与该企业相关联的一个或多个预定标准来授予请求。 例如，预定义的标准可以包括企业的资源需求或一个或多个策略。 预定义的标准可以表示为规则库中的一个或多个规则。

公开(公告)号：US20140067936A1

公开(公告)日：2014-03-06

申请号：US13600817

申请日：2012-08-31

Applicant: Doree Duncan SELIGMANN ,  Reinhard KLEMM ,  John H. YOAKUM

Inventor： Doree Duncan SELIGMANN ,  Reinhard KLEMM ,  John H. YOAKUM

IPC: G06F15/16

CPC classification number: H04L12/1827 ,  H04L12/1818 ,  H04L12/1822

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing multimodal interaction aids in multimedia events. The system presents a multimedia event to a participant which has limited access to the multimedia event, wherein the limited access prevents the participant from experiencing every mode of the multimedia event. The system also generates a cue associated with the multimedia event, wherein the cue is structured according to the limited access of the participant. The system then transmits the cue to a device associated with the participant.

Abstract translation: 本文公开了用于在多媒体事件中提供多模式交互辅助的系统，方法和非暂时的计算机可读存储介质。 系统向参与者呈现多媒体事件，该参与者对多媒体事件的访问有限，其中受限访问防止参与者体验多媒体事件的每个模式。 系统还产生与多媒体事件相关联的提示，其中根据参与者的有限访问来构建提示。 系统然后将提示发送到与参与者相关联的设备。

公开(公告)号：US20130006881A1

公开(公告)日：2013-01-03

申请号：US13173983

申请日：2011-06-30

Applicant: Reinhard KLEMM

Inventor： Reinhard KLEMM

IPC: G06Q30/00 ,  G06Q99/00

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for sorting and outputting, base on relevancy, feedbacks to a user. For example, user characteristics of a user associated with viewing an item can be received directly from the user or from a social network profile associated with the user. The received user characteristics can be compared to user characteristics associated with feedbacks to yield respective degrees of similarity. Finally, the feedbacks can be output to the user based on the respective degrees of similarity.

Abstract translation: 本文公开了用于根据相关性对用户的反馈来排序和输出的系统，方法和非暂时的计算机可读存储介质。 例如，可以直接从用户或从与用户相关联的社交网络简档接收与查看项目相关联的用户的用户特征。 可以将接收的用户特征与与反馈相关联的用户特征进行比较以产生相应的相似度。 最后，可以基于各自的相似程度将反馈输出给用户。

公开(公告)号：US20060182251A1

公开(公告)日：2006-08-17

申请号：US11049916

申请日：2005-02-03

Applicant: Doree Seligmann ,  Xueshan Shan ,  Reinhard Klemm ,  Ajita John

Inventor： Doree Seligmann ,  Xueshan Shan ,  Reinhard Klemm ,  Ajita John

IPC: H04M3/42

CPC classification number: H04M3/48 ,  H04M3/42093 ,  H04M3/42365 ,  H04M3/42374 ,  H04M2201/14 ,  H04M2203/2072

Abstract: An apparatus and methods are disclosed that enable a caller to specify a condition of availability for a return call when the caller is unable to reach the called user. A condition might indicate a time interval in which the caller is willing to accept a return call, a location, or some other constraints. In the illustrative embodiments, when a caller places a call and is unable to reach the called user, the caller is prompted via an interactive voice response (IVR) system for one or more conditions of availability for a return call. As soon as the called user's terminal becomes available, a software application checks whether the condition of availability is satisfied, and if so, establishes a call between the caller's terminal and the called user's terminal.

Abstract translation: 公开了一种装置和方法，其使呼叫者能够在呼叫者不能到达被叫用户时指定返回呼叫的可用性条件。 条件可能指示呼叫者愿意接受返回呼叫，位置或其他一些约束的时间间隔。 在说明性实施例中，当呼叫者发出呼叫并且不能到达被叫用户时，通过交互式语音响应（IVR）系统提示呼叫者用于返回呼叫的一个或多个可用性条件。 一旦被叫用户的终端可用，软件应用程序检查是否满足可用性条件，如果是，则在呼叫者的终端和被叫用户的终端之间建立呼叫。

公开(公告)号：US20060067250A1

公开(公告)日：2006-03-30

申请号：US10979759

申请日：2004-11-02

Applicant: David Boyer ,  Ajita John ,  Reinhard Klemm ,  Doree Seligmann

Inventor： David Boyer ,  Ajita John ,  Reinhard Klemm ,  Doree Seligmann

IPC: H04L12/16 ,  H04L12/28

CPC classification number: H04M3/567 ,  H04L12/1818 ,  H04L29/06027 ,  H04L65/1069 ,  H04L65/4038 ,  H04L67/12 ,  H04L67/24 ,  H04L67/30 ,  H04M3/42365 ,  H04M3/563

Abstract: Methods and apparatus are provided for establishing a conference based on the presence or preferences (or both) of one or more invitees. The presence of each invitee is evaluated on one or more devices. A media type is selected based on the presence information. User preference information may be evaluated for those invitees who are not currently present on a device. The selected media type for the conference may optionally be required to support the requirements of the conference, such as document sharing or video links. In this manner, the same communication application can trigger conferences of different media types (where the selected media type is most likely to lead to the successful establishment of the conference). In addition, the present invention allows a media type to be selected that will be more likely to lead to the successful establishment of a conference.

Abstract translation: 提供了用于基于一个或多个受邀者的存在或偏好（或两者）建立会议的方法和装置。 在一个或多个设备上评估每个被邀请者的存在。 基于存在信息来选择媒体类型。 那些当前不在设备上的被邀请者可以评估用户偏好信息。 会议的所选媒体类型可以可选地被要求来支持会议的要求，诸如文档共享或视频链接。 以这种方式，相同的通信应用可以触发不同媒体类型的会议（所选媒体类型最有可能导致成功建立会议）。 此外，本发明允许选择更有可能导致成功建立会议的媒体类型。