公开(公告)号：US20080063178A1

公开(公告)日：2008-03-13

申请号：US11504669

申请日：2006-08-16

申请人： Jonathan Paden ,  Jon Harris ,  Matthew A. Dixon ,  Kurt Joseph

发明人： Jonathan Paden ,  Jon Harris ,  Matthew A. Dixon ,  Kurt Joseph

IPC分类号： H04M3/00

CPC分类号： H04M3/5175

摘要： Agent performance is monitored. Multiple segments of a first communications session are monitored based on corresponding triggers that trigger the monitoring of the multiple segments. Characteristic data of the multiple segments is obtained. The characteristic data of the first communications session and characteristic data of a second communications session are grouped. The characteristic data of the first communications session is subject to common evaluation with the characteristic data of the second communications session.

摘要翻译： 代理性能受到监控。 基于触发对多个段的监视的相应触发来监视第一通信会话的多个段。 获得多个段的特征数据。 第一通信会话的特征数据和第二通信会话的特征数据被分组。 第一通信会话的特征数据与第二通信会话的特征数据进行共同评估。

公开(公告)号：US20060059361A1

公开(公告)日：2006-03-16

申请号：US10937959

申请日：2004-09-10

申请人： Jonathan Paden ,  Bobby Sams ,  Kurt Joseph ,  Jon Harris ,  Antonio Green

发明人： Jonathan Paden ,  Bobby Sams ,  Kurt Joseph ,  Jon Harris ,  Antonio Green

IPC分类号： H04K1/00

CPC分类号： H04M3/382 ,  H04M3/493

摘要： A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

公开(公告)号：US20060059362A1

公开(公告)日：2006-03-16

申请号：US10937961

申请日：2004-09-10

申请人： Jonathan Paden ,  Bobby Sams ,  Kurt Joseph ,  Donna McCaffrey ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Kurt Joseph ,  Donna McCaffrey ,  Jon Harris

IPC分类号： H04K1/00

CPC分类号： H04L63/083

摘要： A method for resetting Internet access account passwords can include the step of connecting a user with an interactive voice response system (IVR). At least one access account associated with the user can be determined. The IVR can validate that the user is authorized to access the access account. The IVR can then cause a password associated with the at least one access account to be reset. The IVR can also present the reset password to the user.

摘要翻译： 用于重置互联网访问帐户密码的方法可以包括将用户与交互式语音响应系统（IVR）连接的步骤。 可以确定与用户相关联的至少一个访问帐户。 IVR可以验证用户是否被授权访问访问帐户。 然后，IVR可以使与至少一个访问帐户相关联的密码重置。 IVR还可以向用户显示重置密码。

公开(公告)号：US07624278B2

公开(公告)日：2009-11-24

申请号：US10937959

申请日：2004-09-10

申请人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

发明人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

IPC分类号： G06F21/00 ,  G06F7/04 ,  G06F13/00 ,  H04M3/38 ,  H04M3/53 ,  G06F1/00

CPC分类号： H04M3/382 ,  H04M3/493

摘要： A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

摘要翻译： 使用交互式语音响应系统（IVR）重置访问帐户密码的方法可以包括IVR接收用户重置密码的请求的步骤。 帐户识别数据可以获取。 获取的数据可以与存储在至少一个分区系统中的帐户信息相匹配。 匹配可以标识至少一个用户请求适用的访问帐户。 IVR还可以接收帐户验证数据，并将该数据与存储在与所识别的访问帐户相关联的分区系统中的数据进行比较。 根据比较结果，IVR可以重置存储在分区系统中的密码。 IVR可以配置为重置几个分区系统的密码。

公开(公告)号：US20060109974A1

公开(公告)日：2006-05-25

申请号：US10996127

申请日：2004-11-23

申请人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

发明人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/42

CPC分类号： H04M3/51 ,  H04M3/5166 ,  H04M3/5237 ,  H04M3/58

摘要： In a method and system for transferring an inbound call received by a first agent, input information describing agent authentication and call destination is received from the first agent. The first agent is directed to conference in the inbound call in response to receiving the input information. A first sequence of tone signals is generated in response to the conference. After placing the inbound call on hold, a ‘wait for digits’ signal identifying a carrier servicing the inbound call is detected. A carrier dependent transfer sequence is selected for transferring the inbound call from the first agent to a second agent preferably without the inbound call being hair pinned through the first agent.

摘要翻译： 在用于传送由第一代理接收到的入站呼叫的方法和系统中，从第一代理接收描述代理认证和呼叫目的地的输入信息。 响应于接收输入信息，第一代理被引导到入站呼叫中的会议。 响应于会议产生第一音调信号序列。 在将入局呼叫置于保持状态之后，检测到识别为入站呼叫提供服务的载波的“等待数字”信号。 选择与载体相关的传输序列，用于将入站呼叫从第一代理传送到第二代理，优选地，不将入站呼叫通过第一代理头发固定。

公开(公告)号：US08660256B2

公开(公告)日：2014-02-25

申请号：US13327869

申请日：2011-12-16

申请人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Jon Harris

IPC分类号： H04M3/00

CPC分类号： H04M3/5234 ,  H04M3/5237

摘要： A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.

摘要翻译： 一种方法包括在负载平衡IVR系统处接收来自主交互式语音应答（IVR）系统的呼叫。 主IVR系统将路由逻辑的第一百分比呼叫路由到负载平衡IVR系统的第二百分比呼叫。 基于与多个电话系统的呼叫中心站点相关联的代理可用性数据，从多个电话系统中选择电话系统。 该方法包括将呼叫路由到路由逻辑的路由协议组件，其中路由协议组件将呼叫路由到所选择的电话系统的呼叫中心。

公开(公告)号：US07978835B2

公开(公告)日：2011-07-12

申请号：US11025617

申请日：2004-12-29

申请人： Jonathan Paden ,  Bobby Sams ,  Paul L. Dent ,  Scott Andrew Newman ,  Jon Harris ,  Stanford E. Pennington, Jr.

发明人： Jonathan Paden ,  Bobby Sams ,  Paul L. Dent ,  Scott Andrew Newman ,  Jon Harris ,  Stanford E. Pennington, Jr.

IPC分类号： H04M3/42

CPC分类号： H04M3/50 ,  H04M3/304 ,  H04M3/42059 ,  H04M3/487 ,  H04M2203/2016

摘要： An automated IVR apparatus for notifying entities of customer-specific information. An automated IVR application that enables subscribers to check the status of their DSL line and to report problems in real time. A “Service Restoration Callback” application enables a service provider to automatically contact a customer via telephone when service is restored after an outage. The customer can configure parameters concerning the received callback. An outage detection module checks all available systems for the status of a customer's service on a real-time, customer-by-customer, call-for-call basis.

摘要翻译： 一种用于通知实体客户特定信息的自动化IVR设备。 一种自动IVR应用程序，使用户能够检查DSL线路的状态并实时报告问题。 “服务恢复回拨”应用程序使服务提供商能够在停电后恢复服务时通过电话自动联系客户。 客户可以配置有关接收回调的参数。 中断检测模块可以实时，逐个客户，呼叫方式检查所有可用系统的客户服务状态。

公开(公告)号：US20060165057A1

公开(公告)日：2006-07-27

申请号：US10980994

申请日：2004-11-04

申请人： Jonathan Paden ,  Bobby Sams ,  Dennis Collins ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Dennis Collins ,  Jon Harris

IPC分类号： H04L12/66

CPC分类号： H04M7/122 ,  H04M3/493

摘要： A method for an automated voice response system to present access numbers status information to dial-up Internet users. The automated voice response system can perform the step of establishing a telephony communication with a party responsive to a received telephone call from the party. An access number can be received from the party. At least one data store can be queried for entries associated the access number. Responsive to this query, a current status for the access number can be determined. An indication of the status can be presented to the party across the telephone communication.

摘要翻译： 一种用于向拨号上网用户提供接入号码状态信息的自动语音应答系统的方法。 自动语音响应系统可以执行与响应于从该方接收到的电话呼叫的一方建立电话通信的步骤。 可以从派对接收访问号码。 可以查询与访问号码相关联的条目至少一个数据存储。 响应于该查询，可以确定访问号码的当前状态。 可以通过电话沟通向派对提供状态的指示。

公开(公告)号：US20060140375A1

公开(公告)日：2006-06-29

申请号：US11025617

申请日：2004-12-29

申请人： Jonathan Paden ,  Bobby Sams ,  Paul Dent ,  Scott Newman ,  Jon Harris ,  Stanford Pennington

发明人： Jonathan Paden ,  Bobby Sams ,  Paul Dent ,  Scott Newman ,  Jon Harris ,  Stanford Pennington

IPC分类号： H04M3/42

CPC分类号： H04M3/50 ,  H04M3/304 ,  H04M3/42059 ,  H04M3/487 ,  H04M2203/2016

摘要： An automated IVR apparatus for notifying entities of costumer-specific information. An automated IVR application that enables subscribers to check the status of their DSL line and to report problems in real time. A “Service Restoration Callback” application enables a service provider to automatically contact a customer via telephone when service is restored after an outage. The customer can configure parameters concerning the received callback. An outage detection module checks all available systems for the status of a customer's service on a real-time, customer-by-customer, call-for-call basis.

摘要翻译： 一种用于向实体通知客户特定信息的自动化IVR设备。 一种自动IVR应用程序，使用户能够检查DSL线路的状态并实时报告问题。 “服务恢复回拨”应用程序使服务提供商能够在停电后恢复服务时通过电话自动联系客户。 客户可以配置有关接收回调的参数。 中断检测模块可以实时，逐个客户，呼叫方式检查所有可用系统的客户服务状态。

公开(公告)号：US08646051B2

公开(公告)日：2014-02-04

申请号：US10937961

申请日：2004-09-10

申请人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Donna McCaffrey ,  Jon Harris

发明人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Donna McCaffrey ,  Jon Harris

IPC分类号： G06F7/04 ,  G06F15/16 ,  G06F17/30 ,  H04L29/06

CPC分类号： H04L63/083

摘要： A method for resetting Internet access account passwords can include the step of connecting a user with an interactive voice response system (IVR). At least one access account associated with the user can be determined. The IVR can validate that the user is authorized to access the access account. The IVR can then cause a password associated with the at least one access account to be reset. The IVR can also present the reset password to the user.

摘要翻译： 用于重置互联网访问帐户密码的方法可以包括将用户与交互式语音响应系统（IVR）连接的步骤。 可以确定与用户相关联的至少一个访问帐户。 IVR可以验证用户是否被授权访问访问帐户。 然后，IVR可以使与至少一个访问帐户相关联的密码重置。 IVR还可以向用户显示重置密码。