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    METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION
    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。

    SELF-ADJUSTING EMAIL SUBJECT AND EMAIL SUBJECT HISTORY
    2.
    发明申请
    SELF-ADJUSTING EMAIL SUBJECT AND EMAIL SUBJECT HISTORY 有权
    自我调整电子邮件主题和电子邮件主题历史

    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

    IPC分类号： G06F17/27 ,  G06F15/16

    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。

    Self-adjusting email subject and email subject history
    3.
    发明授权
    Self-adjusting email subject and email subject history 有权
    自我调整邮件主题和电子邮件主题历史

    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

    IPC分类号： G06F17/30 ,  G06F15/16

    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。

    Method and apparatus for maintaining dynamic queues in call centers using social network information
    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。

    Processing multi-party calls in a contact center
    5.
    发明授权
    Processing multi-party calls in a contact center 有权
    在联络中心处理多方通话

    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

    IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  H04M1/56 ,  H04M15/06

    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。

    PROCESSING MULTI-PARTY CALLS IN A CONTACT CENTER
    6.
    发明申请
    PROCESSING MULTI-PARTY CALLS IN A CONTACT CENTER 有权
    在联络中心处理多方通话

    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。

    Method of responding to an incoming voice call
    10.
    发明授权
    Method of responding to an incoming voice call 有权
    响应来电语音呼叫的方法

    公开(公告)号：US08442206B2

    公开(公告)日：2013-05-14

    申请号：US11466380

    申请日：2006-08-22

    申请人： Joseph Khouri ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

    发明人： Joseph Khouri ,  Labhesh Patel ,  Mukul Jain ,  Sanjeev Kumar

    IPC分类号： H04M3/00

    CPC分类号： H04M3/42 ,  H04M1/6505 ,  H04M1/654 ,  H04M1/663 ,  H04M3/53 ,  H04M2203/25 ,  H04M2203/654

    摘要： A system and method of responding to an incoming voice call are described. The method may comprise receiving the incoming call at a voice communication device, monitoring a user input via the voice communication device and generating a user control signal in response to the user input. The user control signal may identify that termination of ring functionality associated with the incoming call is at least to be delayed. Further, a system and method are described of processing a voice call to a voice communication device. The method may comprise communicating the voice call to a voice communication device and receiving from the voice communication device a user control signal in response to a user input. Termination of ring functionality may be at least delayed in response to the user control signal. The invention extends to a device to process a voice call to a voice communication device.

    摘要翻译： 描述响应传入语音呼叫的系统和方法。 该方法可以包括在语音通信设备处接收来话呼叫，经由语音通信设备监视用户输入并响应于用户输入生成用户控制信号。 用户控制信号可以标识出与来电相关联的铃声功能的终止至少被延迟。 此外，描述了处理对语音通信设备的语音呼叫的系统和方法。 该方法可以包括将语音呼叫传送到语音通信设备，并且响应于用户输入从语音通信设备接收用户控制信号。 响应于用户控制信号，振铃功能的终止可能至少被延迟。 本发明扩展到处理对语音通信设备的语音呼叫的设备。