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1.发明申请METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION 有权使用社交网络信息维护呼叫中心动态队列的方法和装置公开(公告)号：US20100027778A1
公开(公告)日：2010-02-04
申请号：US12182743
申请日：2008-07-30
申请人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
发明人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M2203/655
摘要： In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
摘要翻译： 在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。 如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。 第一个代理与呼叫中心相关联。 该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。
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公开(公告)号：US20100100370A1
公开(公告)日：2010-04-22
申请号：US12254305
申请日：2008-10-20
申请人： Joseph KHOURI , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
发明人： Joseph KHOURI , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
CPC分类号： G06Q10/107 , H04L51/00
摘要： In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data.
摘要翻译： 在一个实施例中，用于自动生成电子邮件消息的主题行内容的装置包括可操作以接收包括对应于电子邮件消息主体的基于文本的信息的内容数据的输入，包括可操作以分析 接收的内容数据，主题提取器，包括可操作以根据文本分析器的输出提取主题数据的逻辑;字符串生成器，包括可操作以根据主题提取器的输出生成主题行数据的逻辑，以及可操作的 以输出具有包含内容数据的主体字段和包含生成的主题行数据的主题字段的多字段电子邮件消息。
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公开(公告)号：US08645430B2
公开(公告)日：2014-02-04
申请号：US12254305
申请日：2008-10-20
申请人： Joseph Khouri , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
发明人： Joseph Khouri , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
CPC分类号： G06Q10/107 , H04L51/00
摘要： In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data.
摘要翻译： 在一个实施例中，用于自动生成电子邮件消息的主题行内容的装置包括可操作以接收包括对应于电子邮件消息主体的基于文本的信息的内容数据的输入，包括可操作以分析 接收到的内容数据，主题提取器，包括可操作以根据文本分析器的输出提取主题数据的逻辑;字符串生成器，包括可操作以根据主题提取器的输出生成主题行数据的逻辑，以及可操作的 以输出具有包含内容数据的主体字段和包含生成的主题行数据的主题字段的多字段电子邮件消息。
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4.发明授权Method and apparatus for maintaining dynamic queues in call centers using social network information 有权使用社交网络信息在呼叫中心维护动态队列的方法和装置公开(公告)号：US08290139B2
公开(公告)日：2012-10-16
申请号：US12182743
申请日：2008-07-30
申请人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
发明人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M2203/655
摘要： In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
摘要翻译： 在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。 如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。 第一个代理与呼叫中心相关联。 该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。
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公开(公告)号：US08218753B2
公开(公告)日：2012-07-10
申请号：US12107525
申请日：2008-04-22
申请人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
发明人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
CPC分类号： H04M3/42 , H04M3/42068 , H04M2203/2044
摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.
摘要翻译： 一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。 例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化服务，而不仅仅考虑关于单个呼叫方的信息。 可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。
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公开(公告)号：US20090262914A1
公开(公告)日：2009-10-22
申请号：US12107525
申请日：2008-04-22
申请人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
发明人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
IPC分类号： H04M3/42
CPC分类号： H04M3/42 , H04M3/42068 , H04M2203/2044
摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.
摘要翻译： 一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。 例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化服务，而不仅仅考虑关于单个呼叫方的信息。 可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。
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7.发明授权Method and apparatus for using mobility information to select profiles in network systems 有权使用移动信息在网络系统中选择简档的方法和装置公开(公告)号：US08886156B2
公开(公告)日：2014-11-11
申请号：US12535838
申请日：2009-08-05
CPC分类号： H04M3/5235 , H04L67/306 , H04M3/53333 , H04M2203/4536 , H04M2242/30 , H04W4/02 , H04W4/027 , H04W4/029 , H04W4/50 , H04W64/006 , H04W88/06
摘要： In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The remote device interacts with a server. The method also includes determining if the mobility information indicates that the remote device is approximately stationary, and selecting a first profile of a plurality of profiles if the remote device is approximately stationary. If the remote device is not approximately stationary, a second profiled of the plurality of profiles is selected.
摘要翻译： 在一个实施例中，一种方法包括获得与远程设备相关联的移动性信息。 移动信息指示远程设备是否近似静止。 远程设备与服务器进行交互。 该方法还包括确定移动性信息是否指示远程设备近似静止，以及如果远程设备大致静止，则选择多个简档的第一简档。 如果远程设备不是大致静止的，则选择多个轮廓的第二轮廓。
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8.发明申请METHOD AND APPARATUS FOR USING MOBILITY INFORMATION TO SELECT PROFILES IN NETWORK SYSTEMS 有权使用移动信息在网络系统中选择配置文件的方法和设备公开(公告)号：US20110034152A1
公开(公告)日：2011-02-10
申请号：US12535838
申请日：2009-08-05
CPC分类号： H04M3/5235 , H04L67/306 , H04M3/53333 , H04M2203/4536 , H04M2242/30 , H04W4/02 , H04W4/027 , H04W4/029 , H04W4/50 , H04W64/006 , H04W88/06
摘要： In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The remote device interacts with a server. The method also includes determining if the mobility information indicates that the remote device is approximately stationary, and selecting a first profile of a plurality of profiles if the remote device is approximately stationary. If the remote device is not approximately stationary, a second profiled of the plurality of profiles is selected.
摘要翻译： 在一个实施例中，一种方法包括获得与远程设备相关联的移动性信息。 移动信息指示远程设备是否近似静止。 远程设备与服务器进行交互。 该方法还包括确定移动性信息是否指示远程设备近似静止，以及如果远程设备近似静止，则选择多个简档的第一简档。 如果远程设备不是大致静止的，则选择多个轮廓的第二轮廓。
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公开(公告)号：US20090024389A1
公开(公告)日：2009-01-22
申请号：US11880152
申请日：2007-07-20
IPC分类号： G10L15/26
CPC分类号： G11B27/036 , G10L2015/088 , G11B27/28 , H04M3/53383 , H04M2201/39 , H04M2201/40 , H04M2201/42 , H04M2203/4509 , H04M2203/4554
摘要： A system in one embodiment includes a server associated with a unified messaging system (UMS). The server records speech of a user as an audio data file, translates the audio data file into a text data file, and maps each word within the text data file to a corresponding segment of audio data in the audio data file. A graphical user interface (GUI) of a message editor running on an endpoint associated with the user displays the text data file on the endpoint and allows the user to identify a portion of the text data file for replacement. The server being further operable to record new speech of the user as new audio data and to replace one or more segments of the audio data file corresponding to the portion of the text with the new audio data.
摘要翻译： 一个实施例中的系统包括与统一消息系统（UMS）相关联的服务器。 服务器将用户的语音记录为音频数据文件，将音频数据文件转换为文本数据文件，并将文本数据文件中的每个单词映射到音频数据文件中的相应音频数据段。 在与用户相关联的端点上运行的消息编辑器的图形用户界面（GUI）在端点上显示文本数据文件，并允许用户识别文本数据文件的一部分以供替换。 服务器进一步可操作以将用户的新语音记录为新的音频数据，并用新的音频数据替换对应于文本部分的音频数据文件的一个或多个片段。
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公开(公告)号：US08340270B2
公开(公告)日：2012-12-25
申请号：US11906275
申请日：2007-10-01
摘要： A method in one embodiment includes receiving input identifying a plurality of callers within a listening or speaking range of a phone device being used to place a call. The input is then sent over a packet-based network to a server that authenticates and authorizes each of the callers to the call. Following authentication and authorization by the server, a name or caller ID of each of the callers is sent to a destination endpoint device of the call. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.
摘要翻译： 一个实施例中的方法包括接收用于标识在用于发出呼叫的电话设备的聆听或说话范围内的多个呼叫者的输入。 然后将输入通过基于分组的网络发送到认证和授权呼叫者的每个呼叫者的服务器。 在服务器进行认证和授权之后，每个呼叫者的姓名或呼叫者ID将被发送到该呼叫的目标端点设备。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。
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