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    Synchronizing information across telecommunications terminals for multiple users
    2.
    发明申请
    Synchronizing information across telecommunications terminals for multiple users 有权

    公开(公告)号：US20060256734A1

    公开(公告)日：2006-11-16

    申请号：US11128990

    申请日：2005-05-13

    申请人： George Erhart ,  Valentine Matula ,  Emily Matula ,  David Skiba

    发明人： George Erhart ,  Valentine Matula ,  Emily Matula ,  David Skiba

    IPC分类号： H04L12/28 ,  H04J3/06

    CPC分类号： H04M1/7253 ,  H04M1/274516 ,  H04M2250/06

    摘要： A method and apparatus are disclosed that enable the synchronization of user profile information for M users who are sharing K telecommunications terminals, wherein M and K are not necessarily equal to each other. The disclosed technique addresses the problem that occurs when multiple users share multiple terminals, in which a user that selects a particular terminal to use has to contend with the contact lists, user preferences, and call log entries that are left over from the previous user or users of the selected terminal. In accordance with the illustrative embodiment of the present invention, the user profile information is associated with and stored for each user in a group of users, in contrast to being associated with and stored for the telecommunications terminal. The user profile information comprises (i) contact information, (ii) call or message activity, and (iii) user terminal preferences.

    Dynamic video generation in interactive voice response systems
    3.
    发明申请
    Dynamic video generation in interactive voice response systems 有权
    交互式语音应答系统中的动态视频生成

    公开(公告)号：US20060203977A1

    公开(公告)日：2006-09-14

    申请号：US11076597

    申请日：2005-03-10

    申请人： George Erhart ,  Valentine Matula ,  David Skiba

    发明人： George Erhart ,  Valentine Matula ,  David Skiba

    IPC分类号： H04M11/00

    CPC分类号： H04M3/493 ,  H04M3/42314 ,  H04M2201/50 ,  H04M2203/253

    摘要： A method and apparatus are disclosed that enable an interactive voice response (IVR) system to generate video content in addition to audio content (e.g., synthesized speech, etc.). The video content is based on the state of the IVR system, the video display capacity of the calling telecommunications terminal, and information supplied by the user via a telecommunications terminal. The illustrative embodiment generates video content based on the text from which the audio content is generated. In particular, the video content comprises an abridged version of this text that is suitable for display at the telecommunications terminal. In the illustrative embodiment, the abridged version of the text is generated via syntactic and semantic processing. In addition, an abridged version of user-supplied information is generated and incorporated into the video content.

    摘要翻译： 公开了一种能够使交互式语音响应（IVR）系统除了音频内容（例如合成语音等）之外生成视频内容的方法和装置。 视频内容基于IVR系统的状态，主叫电信终端的视频显示能力以及用户通过电信终端提供的信息。 说明性实施例基于产生音频内容的文本生成视频内容。 特别地，视频内容包括适合于在电信终端显示的该文本的简略版本。 在说明性实施例中，通过语法和语义处理生成文本的简略版本。 此外，生成用户提供的信息的简略版本并将其合并到视频内容中。

    Dynamic content stream delivery to a telecommunications terminal based on the state of the terminal's transducers
    4.
    发明申请
    Dynamic content stream delivery to a telecommunications terminal based on the state of the terminal's transducers 审中-公开
    基于终端的换能器的状态将动态内容流传送到电信终端

    公开(公告)号：US20060203975A1

    公开(公告)日：2006-09-14

    申请号：US11240092

    申请日：2005-09-30

    申请人： George Erhart ,  Valentine Matula ,  David Skiba

    发明人： George Erhart ,  Valentine Matula ,  David Skiba

    IPC分类号： H04M1/64

    CPC分类号： H04M3/4938

    摘要： Apparatus and methods are disclosed that enable an interactive voice response (IVR) system to deliver content streams of various media types (e.g., video, audio, etc.) to telecommunications terminals via the addition of extensions to the Voice extensible Markup Language (VXML). The IVR system will deliver a particular content stream to a terminal only if: (i) the terminal has a transducer (e.g., speaker, video display, etc.) that is capable of outputting the content stream's media type, and (ii) that transducer is currently enabled.

    摘要翻译： 公开了一种使得交互式语音响应（IVR）系统能够通过添加到语音可扩展标记语言（VXML）的扩展来向电信终端传送各种媒体类型（例如，视频，音频等）的内容流的装置和方法， 。 只有在以下情况下，IVR系统才能将特定的内容流传送到终端：（i）终端具有能够输出内容流的媒体类型的传感器（例如，扬声器，视频显示器等），以及（ii） 传感器当前已启用。

    Method and apparatus for interactive voice processing with visual monitoring channel
    5.
    发明申请
    Method and apparatus for interactive voice processing with visual monitoring channel 有权
    用于视觉监控通道的交互式语音处理方法和装置

    公开(公告)号：US20050286707A1

    公开(公告)日：2005-12-29

    申请号：US10874791

    申请日：2004-06-23

    申请人： George Erhart ,  Valentine Matula ,  David Skiba

    发明人： George Erhart ,  Valentine Matula ,  David Skiba

    IPC分类号： H04M3/22 ,  H04M3/493 ,  H04M3/51 ,  H04M3/00 ,  H04M11/00

    CPC分类号： H04M3/4938 ,  H04M3/2281 ,  H04M3/5166 ,  H04M2201/38 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/254

    摘要： A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.

    摘要翻译： 提供了IVR系统的视觉界面，以允许用户和交互式语音响应（IVR）系统之间的交互被视觉上监控。 基于IVR脚本生成与代理的音频通信的视觉表示。 IVR脚本中的命令可以映射到可视化表示。 视觉表示中的一个或多个字段可以用调用者的话语来填充。 代理可以可选地查看或更新已经填充了话语的视觉表示中的字段。 代理可以可选地改变IVR脚本的流程或干预音频通信。

    Routing of contacts based on predicted escalation time
    8.
    发明授权
    Routing of contacts based on predicted escalation time 有权
    基于预测升级时间的联系人路由

    公开(公告)号：US08644487B2

    公开(公告)日：2014-02-04

    申请号：US12840151

    申请日：2010-07-20

    申请人： George Erhart ,  Valentine Matula ,  David Skiba

    发明人： George Erhart ,  Valentine Matula ,  David Skiba

    IPC分类号： H04M5/00

    CPC分类号： H04M3/5232 ,  H04M3/42068 ,  H04M2201/18 ,  H04M2203/551

    摘要： Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations.

    摘要翻译： 使用联系人升级周期作为管理联络中心路由过程的标准的系统和方法。 预测组件可以预测客户什么时候可能升级转发到联络中心的联系人，并因此有助于基于这样的预测的资源匹配。 因此，启用主动和预期的联系交互，其中基于预测的升级可能性，联系人的路由部分发生。

    PERVASIVE CONTACT CENTER
    9.
    发明申请
    PERVASIVE CONTACT CENTER 有权
    全面的联络中心

    公开(公告)号：US20120071145A1

    公开(公告)日：2012-03-22

    申请号：US12888225

    申请日：2010-09-22

    申请人： George Erhart ,  Valentine Matula ,  David Skiba

    发明人： George Erhart ,  Valentine Matula ,  David Skiba

    IPC分类号： H04W4/00

    CPC分类号： H04W4/02 ,  H04W4/10

    摘要： Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.

    摘要翻译： 提供支持从移动通信设备接收位置数据和/或触摸数据的方法和系统。 更具体地，提供了可以从移动通信设备接收或关于移动通信设备的位置数据并将该位置数据与识别数据相关联的移动客户服务服务器。 识别数据又可以被传送到其他服务器端组件，并用于选择要返回给移动通信设备的内容。 移动客户服务服务器还可以接收输入到移动通信设备的触摸数据，并且可以向与其他服务器侧组件提供与触摸输入相关的识别数据。 由移动客户服务服务器提供位置或触摸数据的服务器端组件本身不需要本地支持位置识别或触摸识别功能。

    Securing a Device Based on Atypical User Behavior
    10.
    发明申请
    Securing a Device Based on Atypical User Behavior 有权
    基于非典型用户行为保护设备

    公开(公告)号：US20100056105A1

    公开(公告)日：2010-03-04

    申请号：US12202650

    申请日：2008-09-02

    申请人： George Erhart ,  Valentine Matula ,  David Skiba

    发明人： George Erhart ,  Valentine Matula ,  David Skiba

    IPC分类号： H04M1/66

    CPC分类号： G06F21/629 ,  H04W12/06 ,  H04W12/12

    摘要： A system and method for securing the mobile device applies the rules to determine if an event associated with an application is a secure event. If the event is a secure event, the system applies the rules to determine if the event is authenticated. If the event is authenticated, the event is authorized and the system updates rule data associated with the event and/or other associated events. Updating the rule data allows other associated events to be authenticated. If the event is not authenticated, the system requests authentication from a user. If the authentication is valid, the event is authorized and the system updates the rule data associated with the event and/or other associated events. If the authentication is not valid, the system secures the mobile device. Authorizing the event enables a user to access the application and/or data associated with the application.

    摘要翻译： 用于保护移动设备的系统和方法应用规则来确定与应用相关联的事件是否是安全事件。 如果事件是安全事件，则系统应用规则来确定事件是否被认证。 如果事件被认证，事件被授权，并且系统更新与事件和/或其他关联事件相关联的规则数据。 更新规则数据允许其他关联的事件被认证。 如果事件未通过身份验证，系统将从用户请求认证。 如果认证有效，则事件被授权，并且系统更新与事件和/或其他关联事件相关联的规则数据。 如果认证无效，则系统保护移动设备。 授权事件使用户能够访问与应用程序相关联的应用程序和/或数据。