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    Cooling off period prior to sending dependent on user's state
    3.
    发明授权
    Cooling off period prior to sending dependent on user's state 有权
    发送前的冷却时间取决于用户的状态

    公开(公告)号：US08041344B1

    公开(公告)日：2011-10-18

    申请号：US11768567

    申请日：2007-06-26

    申请人： Marc Coughlan ,  Ralph Warta ,  Peter D. Runcie ,  Ciaran Gannon ,  Alex Forbes

    发明人： Marc Coughlan ,  Ralph Warta ,  Peter D. Runcie ,  Ciaran Gannon ,  Alex Forbes

    IPC分类号： H04M3/42 ,  H04W4/00

    CPC分类号： H04M1/72552 ,  H04L51/12 ,  H04L67/2819

    摘要： A determination regarding the appropriateness of sending a message can be based on one or more factors. For example, the determination can be an analysis of a message to determine the likelihood that the sender has the target physical condition and/or a likely degree or severity of the target physical condition. The analysis determines, with reference to a baseline of the user, one or more of a number of errors (spelling and/or grammar) in the message, a response time, a non-fluency level associated with the message, a spell check of the message and recipient information associated with the message. Based on this analysis, the message can be managed in accordance with one or more of sending the message after a delay, returning the message to a sender for approval, managing the message based on a profile and holding the message for management at a later time.

    摘要翻译： 关于发送消息的适当性的确定可以基于一个或多个因素。 例如，确定可以是消息的分析，以确定发送者具有目标物理条件和/或目标物理状况的可能程度或严重性的可能性。 该分析参照用户的基准确定消息中的多个错误（拼写和/或语法）中的一个或多个，响应时间，与消息相关联的非流畅度，拼写检查 与消息相关联的消息和收件人信息。 基于该分析，可以根据延迟之后的一个或多个发送消息来管理消息，将消息返回给发送方以供批准，基于简档管理该消息，并且稍后保留用于管理的消息 。

    Routing of calls based on agents emotional state
    4.
    发明授权
    Routing of calls based on agents emotional state 有权
    基于代理情绪状态的呼叫路由

    公开(公告)号：US08130935B1

    公开(公告)日：2012-03-06

    申请号：US11857218

    申请日：2007-09-18

    申请人： Marc Coughlan ,  Alexander Forbes ,  Ciarron Gannon ,  Peter D. Runcie ,  Ralph Warta

    发明人： Marc Coughlan ,  Alexander Forbes ,  Ciarron Gannon ,  Peter D. Runcie ,  Ralph Warta

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/5232

    摘要： An agent's emotional state is used to assist with determining how to route an incoming communication. The factoring in of emotional state can be combined with other performance metrics that can include, for example, any suitable metric for expressing or describing agent performance or agent skill level. For example, the metrics can include revenue generated, revenue generation rate, profitability, profitability generation rate, number of units sold, rate of unit sales, average duration of the contact, a rating quantifying the agents proficiency in handling a contact, the occurrence of a trouble ticket, agent requests assistance, a no sale situation, customer satisfaction indicators, customer attention, value of collections, time to close a sale, one-and-done, and/or any other metric indicating the customer's relationship with the business.

    摘要翻译： 代理人的情绪状态用于帮助确定如何路由传入的通信。 情绪状态的分解可以与其他表现指标相结合，其中包括例如用于表达或描述代理人绩效或代理技能水平的任何合适的指标。 例如，这些指标可以包括所产生的收入，创收率，盈利能力，盈利能力产生率，销售单位数，单位销售率，平均持续时间，联系人处理能力等级 故障单，代理请求协助，无销售情况，客户满意度指标，客户关注度，收藏价值，关闭销售时间，一次性和/或任何其他衡量客户与业务关系的指标。

    Method and apparatus for controlling access and presence information using ear biometrics
    8.
    发明申请
    Method and apparatus for controlling access and presence information using ear biometrics 审中-公开
    用于使用耳朵生物识别来控制访问和存在信息的方法和装置

    公开(公告)号：US20090061819A1

    公开(公告)日：2009-03-05

    申请号：US11899326

    申请日：2007-09-05

    申请人： Marc William Joseph Coughlan ,  Alexander Quentin Forbes ,  Ciaran Gannon ,  Paul Roller Michaelis ,  Peter Donald Runcie ,  Ralph Warta

    发明人： Marc William Joseph Coughlan ,  Alexander Quentin Forbes ,  Ciaran Gannon ,  Paul Roller Michaelis ,  Peter Donald Runcie ,  Ralph Warta

    IPC分类号： H04L9/00 ,  H04M1/66

    CPC分类号： G07C9/00158

    摘要： A method and apparatus control the operations of an audio device by obtaining by the audio device biometric information about an ear of a user; identifying the user by processing the biometric information; and controlling the operation of the audio device in response to the identification of the user. Also, a method and apparatus control the operations of an external database by receiving biometric information about the ear of a user from an audio device; identifying the user by processing the biometric information; and transmitting a control message to another system. Further, a method and apparatus control the operations of a telecommunication system by receiving biometric information about an ear of a user from a telecommunication set; identifying the user by processing the biometric information; and controlling the operation of the telecommunication system in response to the identification of the user.

    摘要翻译： 一种方法和装置，通过由音频装置获取关于用户耳朵的生物特征信息来控制音频装置的操作; 通过处理生物特征信息来识别用户; 以及响应于用户的识别来控制音频设备的操作。 此外，方法和装置通过从音频设备接收关于用户的耳朵的生物信息来控制外部数据库的操作; 通过处理生物特征信息来识别用户; 并向另一个系统发送控制消息。 此外，方法和装置通过从电信集合接收关于用户的耳朵的生物特征信息来控制电信系统的操作; 通过处理生物特征信息来识别用户; 以及响应于用户的识别来控制电信系统的操作。

    Method and apparatus for call control using motion and position information
    10.
    发明申请
    Method and apparatus for call control using motion and position information 有权
    使用运动和位置信息进行呼叫控制的方法和装置

    公开(公告)号：US20090060170A1

    公开(公告)日：2009-03-05

    申请号：US11899338

    申请日：2007-09-05

    申请人： Marc William Joseph Coughlan ,  Alexander Quentin Forbes ,  Ciaran Gannon ,  Rod D. Livingood ,  Paul Roller Michaelis ,  Peter Donald Runcie ,  Ralph Warta

    发明人： Marc William Joseph Coughlan ,  Alexander Quentin Forbes ,  Ciaran Gannon ,  Rod D. Livingood ,  Paul Roller Michaelis ,  Peter Donald Runcie ,  Ralph Warta

    IPC分类号： H04M9/00

    CPC分类号： H04M1/605 ,  H04M2250/12 ,  H04M2250/52

    摘要： A method and apparatus perform call control by obtaining initial biometric information of ears of a user of a handheld audio device; detecting a change in the biometric information of the ears of the user; determining a position and motion of the handheld audio device by analyzing the detected change in biometric information; and performing call control based on the determined position and motion. Further, the method and apparatus perform a first call control operation in response to the determined motion and position if the handheld audio device is communicating with a first endpoint and a second call control operation if communicating with a second endpoint. In addition, the method and apparatus change an internal call control operation of a handheld audio device by determining motion and a position of the handheld audio device. Also, the method and apparatus control internal operations of an endpoint by determining motion and position of the handheld audio device without terminating communication with the handheld audio device wherein the endpoint is one of a voice messaging system, conferencing system, or telephone operator.

    摘要翻译： 方法和装置通过获得手持音频设备的用户的耳朵的初始生物信息来执行呼叫控制; 检测用户的耳朵的生物特征信息的变化; 通过分析检测到的生物特征信息的变化来确定手持音频设备的位置和运动; 并基于所确定的位置和运动来执行呼叫控制。 此外，如果手持音频设备正在与第一端点进行通信，则方法和装置响应于所确定的运动和位置执行第一呼叫控制操作，如果与第二端点通信，则执行第二呼叫控制操作。 此外，该方法和装置通过确定手持音频设备的运动和位置来改变手持音频设备的内部呼叫控制操作。 此外，该方法和装置通过确定手持音频设备的运动和位置来控制端点的内部操作，而不终止与手持音频设备的通信，其中端点是语音消息系统，会议系统或电话操作者之一。