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    Method and apparatus for call control using motion and position information
    3.
    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。

    Method and apparatus for controlling access and presence information using ear biometrics
    5.
    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 managing training of call center agents
    6.
    发明授权
    Method and apparatus for managing training of call center agents 有权
    管理呼叫中心代理人培训的方法和装置

    公开(公告)号：US08498403B1

    公开(公告)日：2013-07-30

    申请号：US12228507

    申请日：2008-08-13

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

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

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5233 ,  G10L17/26 ,  H04M2203/402 ,  H04M2203/403

    摘要： A method and apparatus trains agents in a call center by directing a plurality of telecommunication calls to an agent by a controller wherein a percentage of the telecommunication calls are unskilled telecommunication calls that the agent is unskilled at processing; calculating by the controller average success of the agent in handling all of the unskilled telecommunication calls; calculating by the controller average stress of the agent in handling all of the unskilled telecommunication calls; increasing the percentage of unskilled telecommunication calls by the controller upon average success being greater than a predefined level of success and the average stress being less than a predefined level of stress; and stopping after the percentage equals a predefined percentage.

    摘要翻译： 一种方法和装置通过将控制器的多个电信呼叫引导到代理来训练呼叫中心中的代理，其中所述电信呼叫的百分比是处理时所述代理不熟练的非熟练电信呼叫; 由控制人计算代理人处理所有非熟练电讯呼叫的平均成功率; 由控制人计算代理人在处理所有非熟练电讯呼叫时的平均压力; 在平均成功大于预定水平的成功并且平均压力小于预定水平的应力的情况下，增加控制器的非熟练电话呼叫的百分比; 百分比等于预定百分比后停止。