公开(公告)号：US6028922A

公开(公告)日：2000-02-22

申请号：US922856

申请日：1997-09-03

申请人： Douglas Anthony Deutsch ,  Mary Rita Otto ,  Douglas William Varney

发明人： Douglas Anthony Deutsch ,  Mary Rita Otto ,  Douglas William Varney

IPC分类号： H04M3/50 ,  H04M3/42 ,  H04M3/428 ,  H04M3/487 ,  H04M3/54 ,  H04Q3/58 ,  H04Q3/72 ,  H04M3/48

CPC分类号： H04M3/42 ,  H04M3/4283 ,  H04M3/487 ,  H04M2242/22 ,  H04M3/42042 ,  H04M3/42102 ,  H04Q3/72

摘要： The called party can temporarily defer answering a call simply by pressing a button on the station set. When the button is pressed, the called party's station set sends a data message to the system's voice response unit directing the voice response to play a "please wait" message to the calling party rather than sending the calling party to the called party's voice mail. The voice response unit plays the "please wait" message to the calling party and sends a call park message to the switching system hosting the station set. The call park message to the switching system directs the switching system to park the call at a specific location as is known in the art and a corresponding call park message to the station set transmits the location of the parked call to the station set. When the called party desires to answer the call, a message is sent from the station set to the switching system requesting that the call parked at the identified location be connected to the station set. The call can then be connected without the existing call being interrupted and the third party knowing of its existence.

摘要翻译： 被叫方可以通过按下电台上的按钮暂时延迟应答呼叫。 当按下按钮时，被叫方的台式设备向系统的话音响应单元发送数据消息，指示语音响应向呼叫方播放“请等待”消息，而不是将主叫方发送到被叫方的语音邮件。 话音响应单元向呼叫方播放“请等待”消息，并向主机站的交换系统发送呼叫暂留消息。 到交换系统的呼叫驻留消息指示交换系统将呼叫停放在本领域已知的特定位置，并且到站组的相应呼叫驻留消息将驻留的呼叫的位置发送到站组。 当被叫方希望应答呼叫时，从设置的站发送消息到交换系统，请求将驻留在所识别的位置的呼叫连接到站组。 然后可以连接呼叫，而不会中断现有呼叫，并且第三方知道其存在。

公开(公告)号：US06389397B1

公开(公告)日：2002-05-14

申请号：US09220254

申请日：1998-12-23

申请人： Mary Rita Otto

发明人： Mary Rita Otto

IPC分类号： G10L2100

CPC分类号： G10L17/24

摘要： The system for improved voice print identification divides the user identification validation process into multiple steps: presorting the prestored user identity validation data based upon a user provided voice input to produce a subset of user identity validation data, and processing the identified subset of the user identity validation data using a voice print identification system. This system implements the multiple step user identification validation process by converting a user provided voice input into a text stream, which is used to sort through the stored user identity validation data to create a subset of stored user identity validation data that comprises one or more of the data entries that likely correspond to the user provided voice input. The voice print identification system is then activated to compare a user provided voice input to the selected subset of stored user identity validation data to validate the identity of the user who is requesting access.

摘要翻译： 用于改进的语音打印识别的系统将用户识别验证过程分为多个步骤：基于用户提供的语音输入预先存储用户身份验证数据，以产生用户身份验证数据的子集，以及处理所识别的用户身份的子集 使用语音打印识别系统的验证数据。 该系统通过将用户提供的语音输入转换为文本流来实现多步骤用户标识验证过程，该文本流用于对存储的用户身份验证数据进行排序以创建存储的用户身份验证数据的子集，该子集包括一个或多个 可能对应于用户提供的语音输入的数据条目。 然后激活语音打印识别系统以将用户提供的语音输入与存储的用户身份验证数据的所选择的子集进行比较，以验证正在请求访问的用户的身份。

公开(公告)号：US5778060A

公开(公告)日：1998-07-07

申请号：US635141

申请日：1996-04-19

申请人： Mary Rita Otto

发明人： Mary Rita Otto

IPC分类号： H04M3/54 ,  H04M3/00 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04M3/60 ,  H04M7/00

CPC分类号： H04M3/5125 ,  H04M3/523 ,  H04M2203/6018 ,  H04M3/5183 ,  H04Q2213/13072 ,  H04Q2213/13095 ,  H04Q2213/13103 ,  H04Q2213/13174 ,  H04Q2213/13209 ,  H04Q2213/13349 ,  H04Q2213/13385

摘要： A method and apparatus for adapting a switch arranged to provide automatic call distributor (ACD) service from remote agent stations as well as local agent stations. The remote agent stations are served by a switch other than the switch serving the ACD. The remote agent stations are connected by a data connection for transmitting agent status information to the ACD switch. The data connection is terminated on a server system for maintaining agent status information for the remote agents. When the ACD requests an identity of an available remote agent station, that identity is supplied by the server system. Advantageously, the server system can be programmed to select among available remote agent's stations in accordance with the wishes of the ACD customer. Advantageously, this arrangement allows remote agents to serve ACD callers in essentially the same way as local agents serve these callers, thus, permitting the remote agent to work at different locations including, for example, their homes, while also permitting the owner of the ACD to take advantage of special characteristics or knowledge of selected remote agents.

摘要翻译： 一种用于适配被布置成从远程代理站以及本地代理站提供自动呼叫分配器（ACD）服务的交换机的方法和装置。 远程代理站由除ACD交换机之外的交换机提供服务。 远程代理站通过用于发送代理状态信息的数据连接连接到ACD交换机。 在服务器系统上终止数据连接，以维护远程代理的代理状态信息。 当ACD请求可用的远程代理站的身份时，该身份由服务器系统提供。 有利地，服务器系统可以被编程为根据ACD客户的愿望在可用的远程代理站之间进行选择。 有利地，这种安排允许远程代理以与本地代理人为这些呼叫者提供服务的本质上相同的方式来服务ACD呼叫者，从而允许远程代理在包括例如他们的家庭在内的不同位置工作，同时还允许ACD的所有者 利用特定的特征或选择的远程代理的知识。

公开(公告)号：US06122359A

公开(公告)日：2000-09-19

申请号：US923315

申请日：1997-09-04

申请人： Mary Rita Otto ,  Wayne Alan Senneke ,  Mark Aaron Yaphe

发明人： Mary Rita Otto ,  Wayne Alan Senneke ,  Mark Aaron Yaphe

IPC分类号： H04M3/50 ,  H04M3/42 ,  H04M3/51 ,  H04M3/60 ,  H04Q3/00 ,  H04Q3/54

CPC分类号： H04Q3/0029 ,  H04M3/51 ,  H04M3/5166

摘要： In the system of the invention the adjunct device is connected to the switching system over two connections. The first connection is a voice channel consisting of an analog line capable of transmitting voice but not call data such as called party number, calling party number or the like. The second connection is a data connection via an Ethernet channel between the switch and adjunct that transmits call data but is incapable of transmitting voice. The call data is logically associated with the voice call at both the adjunct and switching system. As a result, transaction data related to a voice call can be forwarded to an agent station or other terminal when the voice call is transferred from the adjunct to the agent station. This system eliminates the need to recreate the transaction data when a call is transferred while using inexpensive analog connections for the voice call.

摘要翻译： 在本发明的系统中，辅助设备通过两个连接连接到交换系统。 第一连接是由能够发送语音而不是诸如被叫方号码，主叫方号码等呼叫数据的模拟线路组成的话音信道。 第二连接是通过交换机和辅助设备之间的以太网信道的数据连接，其发送呼叫数据，但不能发送语音。 呼叫数据在辅助和交换系统的逻辑上与语音呼叫相关联。 结果，当语音呼叫从附件传送到代理站时，与语音呼叫相关的交易数据可以转发给代理站或其他终端。 当使用廉价的模拟连接用于语音呼叫时，在传送呼叫时，该系统消除了重新创建交易数据的需要。

公开(公告)号：US5703943A

公开(公告)日：1997-12-30

申请号：US543539

申请日：1995-10-16

申请人： Mary Rita Otto

发明人： Mary Rita Otto

IPC分类号： H04M3/51 ,  H04M3/00 ,  H04M3/42 ,  H04M15/00

CPC分类号： H04M3/51 ,  H04M2203/551 ,  H04M2242/22 ,  H04M3/42059

摘要： This invention relates to methods and apparatus for completing calls to selected agents of an ACD (Automatic Call Distributor). In accordance with this invention, callers to the ACD are frequently assigned a preferred agent for handling their transactions. When these callers call the basic number of the ACD, they are identified and routed preferably, to the preferred agent if that agent is logged on. If the callers have not completed a transaction, the agent who is serving a call for that transaction provides a transaction number to the caller and the caller subsequently is connected to the agent associated with that transaction number. Advantageously, callers can normally be served by the same agent while still having the advantage of having their calls queued to any available agent of the ACD if the preferred agent for handling a caller or handling a transaction is not available.

摘要翻译： 本发明涉及用于完成对ACD（自动呼叫分配器）的所选代理的呼叫的方法和装置。 根据本发明，ACD的呼叫者经常被分配用于处理其交易的优选代理。 当这些呼叫者调用ACD的基本号码时，如果该代理程序登录，它们将被优先识别并优先传递给首选代理。 如果呼叫者尚未完成交易，则为该交易提供呼叫的代理向呼叫者提供交易号码，并且呼叫者随后连接到与该交易号码相关联的代理。 有利地，如果用于处理呼叫者或处理交易的优选代理不可用，呼叫者通常可以由相同的代理服务，同时仍然具有将其呼叫排队到ACD的任何可用代理的优点。

公开(公告)号：US06690786B1

公开(公告)日：2004-02-10

申请号：US09474871

申请日：1999-12-29

申请人： James Allen Kowal ,  Mary Rita Otto

发明人： James Allen Kowal ,  Mary Rita Otto

IPC分类号： H04M700

CPC分类号： H04M3/2263 ,  H04Q3/0062

摘要： A system for allowing a plurality of administrators to control switching system resources in a telephone system. A switching system is communicatively connected to a server computer. The server computer maintains databases that store the resources that a plurality administrators are allowed to access and the functions that each administrator is allowed to perform. When the server computer receives a request from an administrator for an administrative function to be performed by the switching system, the software executed by the server computer accesses the database and determines if the administrator is allowed to perform the requested function and if the resources are available to administrator. If the administrator has made a valid request the server computer generates a command and transmits the command to the switching system that performs the function requested in the command. The server computer may also maintain a database that maintains a pool of unused resources. These resources may then be allocated to administrators upon a demand basis. Any unfulfilled request can then be logged and used to allocate resources in the future or to add additional resources to the system.

摘要翻译： 一种用于允许多个管理员控制电话系统中的交换系统资源的系统。 交换系统通信地连接到服务器计算机。 服务器计算机维护存储多个管理员被允许访问的资源的数据库以及允许每个管理员执行的功能。 当服务器计算机从管理员接收到由交换系统执行的管理功能的请求时，由服务器计算机执行的软件访问数据库并确定管理员是否被允许执行所请求的功能，并且资源是否可用 给管理员 如果管理员已经作出有效的请求，服务器计算机生成一个命令，并将该命令发送到执行命令中请求的功能的交换系统。 服务器计算机还可以维护维护未使用资源池的数据库。 然后可以根据需要将这些资源分配给管理员。 然后可以记录任何未实现的请求并用于将来分配资源，或向系统添加额外的资源。

公开(公告)号：US6163606A

公开(公告)日：2000-12-19

申请号：US154135

申请日：1998-09-16

申请人： Mary Rita Otto

发明人： Mary Rita Otto

IPC分类号： H04M3/38 ,  H04M3/42 ,  H04M3/533 ,  H04M3/58

CPC分类号： H04M3/42229 ,  H04M3/382 ,  H04M3/42238 ,  H04M3/533 ,  H04M2207/18

摘要： A telephone system having a voice mail system and supporting virtual telephone numbers for called parties. A switching system in the telephone system has a plurality of telephone lines connected to the switching system with each telephone line having a telephone number. Each called party in the system has a virtual telephone number that is not associated with a particular telephone line. When a called party desires to receive incoming telephone calls over a telephone line, the called party performs a log-in from the telephone line. The log-in causes the switching system to extend all calls specifying the virtual telephone number of the called party to the telephone line. If the incoming call is not answered, the call is extended to a voice mail system which records a message and stores the message in a voice mail box associated with the virtual telephone number of the called party. The called party then performs a log-out when the called party no longer desires to receive telephone calls at the telephone line and all incoming calls are extended directly to the voice mail system.

摘要翻译： 具有语音邮件系统并支持被叫方的虚拟电话号码的电话系统。 电话系统中的交换系统具有连接到交换系统的多条电话线，每条电话线具有电话号码。 系统中的每个被叫方具有与特定电话线不相关联的虚拟电话号码。 当被叫方希望通过电话线路接收来电时，被叫方从电话线路进行登录。 登录使交换系统将指定被叫方的虚拟电话号码的所有呼叫扩展到电话线路。 如果来电未被应答，则将呼叫扩展到记录消息的语音邮件系统，并将该消息存储在与被叫方的虚拟电话号码相关联的语音信箱中。 被叫方然后在被叫方不再希望在电话线路接收电话呼叫并且所有来话呼叫直接扩展到话音邮件系统时执行注销。

公开(公告)号：US5657383A

公开(公告)日：1997-08-12

申请号：US470238

申请日：1995-06-06

申请人： Eugene Gerber ,  Mary Rita Otto ,  Wayne Alan Senneke

发明人： Eugene Gerber ,  Mary Rita Otto ,  Wayne Alan Senneke

IPC分类号： H04M3/42 ,  H04M3/48 ,  H04M3/487 ,  H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04M3/54 ,  H04M7/00 ,  H04Q3/72 ,  H04M3/00

CPC分类号： H04M3/48 ,  H04M3/51 ,  H04M3/533 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2242/22 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/487 ,  H04M3/523 ,  H04M3/54 ,  H04M7/00 ,  H04Q3/72

摘要： A central office controlled private branch exchange (PBX) is enhanced to provide more flexible services through the addition of new call vectors for controlling call processing. These new call vectors can access stored customer data to customize the treatment of incoming calls to meet the demands of individual customers. Advantageously, a broad class of new services for such systems is made available through the use of such new call vectors.

摘要翻译： 增强了一个中央办公室控制的私人交换机（PBX），通过添加新的呼叫向量来提供更灵活的服务，用于控制呼叫处理。 这些新的呼叫向量可以访问存储的客户数据，以定制来电的处理以满足个人客户的需求。 有利的是，通过使用这种新的呼叫向量，可以获得这种系统的广泛的新服务。