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    System and method for automatic intention evaluation and communication routing
    2.
    发明授权
    System and method for automatic intention evaluation and communication routing 有权

    公开(公告)号：US09883039B2

    公开(公告)日：2018-01-30

    申请号：US15491342

    申请日：2017-04-19

    申请人： Unify GmbH & Co. KG

    发明人： Jurgen Luers ,  Ingolf Thiele

    IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/46

    CPC分类号： H04M3/5235 ,  H04M3/42365 ,  H04M3/46 ,  H04M3/5232 ,  H04M3/54 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/2038 ,  H04M2203/551 ,  H04M2203/556

    摘要： A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.

    ORGANIZING CONFERENCE CALLS USING SPEAKER AND TOPIC HIERARCHIES
    5.
    发明申请
    ORGANIZING CONFERENCE CALLS USING SPEAKER AND TOPIC HIERARCHIES 审中-公开
    组织使用扬声器和主题分层的会议呼叫

    公开(公告)号：US20160286049A1

    公开(公告)日：2016-09-29

    申请号：US14670631

    申请日：2015-03-27

    申请人： International Business Machines Corporation

    发明人： Shang Q. Guo ,  Christopher P. Jones ,  Jonathan Lenchner ,  Daniel A. Mazzella ,  John C. Nelson ,  Rodrigo A. Rey ,  Adarsh Saxena

    IPC分类号： H04M3/56 ,  H04W4/06 ,  G10L17/00 ,  H04M3/42

    CPC分类号： H04M3/566 ,  G10L15/1822 ,  G10L15/26 ,  G10L17/00 ,  G10L25/48 ,  H04M2201/16 ,  H04M2201/41 ,  H04W4/06

    摘要： In an approach for creating a hierarchal organization of spoken conference call topics, a processor determines an identity of a first speaker from a group of participants on a conference call, wherein the group of participants are known. A processor determines a first conference call topic, wherein the first conference call topic is determined using a portion of the first speaker's speech. A processor adds a second speaker's identity to a queue of speakers while recording the first speaker's voice. A processor determines a second conference call topic. A processor links the first conference call topic and the second conference call topic into a hierarchal organization of spoken conference call topics.

    摘要翻译： 在用于创建语音电话会议主题的分层组织的方法中，处理器从电话会议的参与者组中确定第一说话人的身份，其中参与者组是已知的。 处理器确定第一电话会议主题，其中使用第一说话者的语音的一部分来确定第一电话会议话题。 处理器在记录第一个扬声器的声音时向扬声器队列添加第二扬声器的身份。 处理器确定第二个电话会议主题。 处理器将第一个电话会议主题和第二个电话会议话题链接到语音会议电话主题的分层组织中。

    MECHANISM FOR ADAPTIVE MODIFICATION OF AN ATTRIBUTE TREE IN GRAPH BASED CONTACT CENTERS
    6.
    发明申请
    MECHANISM FOR ADAPTIVE MODIFICATION OF AN ATTRIBUTE TREE IN GRAPH BASED CONTACT CENTERS 审中-公开
    基于图形的联络中心的自适应树的自适应修改机制

    公开(公告)号：US20150350433A1

    公开(公告)日：2015-12-03

    申请号：US14290659

    申请日：2014-05-29

    申请人： Avaya Inc.

    发明人： Robert C. Steiner ,  Wen-Hua Ju

    IPC分类号： H04M3/51 ,  G06Q10/06

    CPC分类号： G06Q10/06311 ,  H04M3/5166 ,  H04M7/0012 ,  H04M2201/16

    摘要： A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.

    摘要翻译： 描述了基于图形的联络中心中的属性树的自适应修改机制以及用于管理该属性树的各种方法和机制。 公开了自适应修改方法，其允许图形数据库自动地移除和创建类别，并且阻止具有主动关系的类别的移除。 通过对萎缩类别的评估，合并和删除以及业务上可取的扩展和/或添加类别，改进了员工任务，管理员生产力和客户服务。

    Key code for a conference operation
    7.
    发明授权
    Key code for a conference operation 有权
    会议操作的关键代码

    公开(公告)号：US09124705B2

    公开(公告)日：2015-09-01

    申请号：US13951796

    申请日：2013-07-26

    申请人： International Business Machines Corporation

    发明人： Darryl M. Adderly ,  Prasad Kashyap ,  Brian J. Murray ,  Wenjian Qiao

    IPC分类号： H04M3/56

    CPC分类号： H04M3/563 ,  H04M3/56 ,  H04M3/561 ,  H04M2201/16

    摘要： Methods, products, apparatuses, and systems may facilitate a conference operation. The conference operation may include conference chaining, conference switching, conference modification, conference announcement, and so on. A collection of authentication data for a plurality of distinct conferences may be performed to chain the conferences. Switching among the distinct conference may be performed in response to a switch key code. The switch key code may include a general key code applicable to each of the conferences and/or a specific key code application to a specific conference.

    摘要翻译： 方法，产品，设备和系统可以促进会议操作。 会议操作可能包括会议链，会议切换，会议修改，会议通知等。 可以执行用于多个不同会议的认证数据的集合以链接会议。 可以响应于切换键代码来执行不同会议之间的切换。 交换机密钥代码可以包括适用于每个会议的通用密钥代码和/或特定会议的特定密钥代码应用。

    Agent-centric processing of prioritized outbound contact lists
    8.
    发明授权
    Agent-centric processing of prioritized outbound contact lists 有权
    以代理为中心处理优先出境联络名单

    公开(公告)号：US09083800B1

    公开(公告)日：2015-07-14

    申请号：US14541194

    申请日：2014-11-14

    申请人： Noble Systems Corporation

    发明人： James K. Noble, Jr. ,  Karl H. Koster

    IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

    CPC分类号： H04M3/5158 ,  H04M3/523 ,  H04M3/5232 ,  H04M2201/16 ,  H04M2203/2072

    摘要： Outbound contact records for a contact center can be arranged as an ordered list reflecting a priority for reaching a party during defined time periods. For each time period, the corresponding prioritized list is used for originating outbound contacts. Originating outbound contacts involves first determining when an agent is available and determining an agent profile of the available agent. Then, records in the ordered list are searched to identify parties having a compatible called party profile matching the agent profile. When an agent is available, the selected contact records are used to generate outbound contacts and a responding party is matched to the agent. Other responding parties may be matched with other agents having the same agent profile or matched with second-best compatible agents. At certain conditions, the remaining records may be processed in a list-centric manner wherein a responding party is matched with any available agent.

    摘要翻译： 联络中心的出站联系人记录可以排列为反映在定义的时间段内到达方的优先级的有序列表。 对于每个时间段，相应的优先列表用于发起出站联系人。 起始的出站联系人包括首先确定代理何时可用并确定可用代理的代理简档。 然后，搜索有序列表中的记录以识别具有与代理简档匹配的兼容被叫方简档的方。 当代理可用时，所选择的联系人记录用于生成出站联系人，并且响应方与代理匹配。 其他响应方可以与具有相同代理配置文件或与第二最佳兼容代理程序匹配的其他代理进行匹配。 在某些条件下，剩余的记录可以以列表为中心的方式处理，其中响应方与任何可用的代理相匹配。

    Method for managing communication events in a communication system
    9.
    发明授权
    Method for managing communication events in a communication system 失效
    用于管理通信系统中的通信事件的方法

    公开(公告)号：US08699685B2

    公开(公告)日：2014-04-15

    申请号：US12388375

    申请日：2009-02-18

    申请人： Michael Wasmund

    发明人： Michael Wasmund

    IPC分类号： H04M3/42

    CPC分类号： H04M3/2281 ,  H04M3/38 ,  H04M2201/14 ,  H04M2201/16 ,  H04M2203/6081

    摘要： The present invention relates to managing communication events in a Communication System at least comprising a first communication device (1), associated with a first user named Caller; a second communication device (2), associated with a second user named Callee; a central component, named Gatekeeper (3), being connected to said first and second communication devices (1, 2) to mediate communication connections between the Caller and the Callee, wherein said Gatekeeper (3) is also connected to said users' workstations (1, 2). A method is provided for reducing or preventing a negative impact of communication-based interruptions on a user's work.The invention relates to the case that a communication connection is established and, therefor, proposes to initiate state-saving actions on the workstation (1, 2) of at least one user involved in said communication.

    摘要翻译： 本发明涉及管理至少包括与名叫Caller的第一用户相关联的第一通信设备（1）的通信系统中的通信事件; 与第二用户相关联的第二通信设备（2），名为Callee; 连接到所述第一通信设备和第二通信设备（1,2）的中心组件（称为网闸（3）），以调停呼叫者和被叫者之间的通信连接，其中所述网守（3）还连接到所述用户的工作站 1，2）。 提供了一种减少或防止基于通信的中断对用户工作的负面影响的方法。 本发明涉及建立通信连接并因此提出在所述通信中涉及的至少一个用户的工作站（1,2）上发起状态保存动作的情况。

    MECHANISM FOR FACILITATING DYNAMICALLY PRIORITIZED CONTROL OF CALLS OVER A NETWORK
    10.
    发明申请
    MECHANISM FOR FACILITATING DYNAMICALLY PRIORITIZED CONTROL OF CALLS OVER A NETWORK 有权
    促进网络呼叫的动态控制的机制

    公开(公告)号：US20140094134A1

    公开(公告)日：2014-04-03

    申请号：US13630772

    申请日：2012-09-28

    申请人： EDDIE BALTHASAR ,  Richard T. Beckwith ,  Cornelius V. Vick

    发明人： EDDIE BALTHASAR ,  Richard T. Beckwith ,  Cornelius V. Vick

    IPC分类号： H04M11/04 ,  H04W4/22

    CPC分类号： H04M3/5116 ,  H04M3/5235 ,  H04M2201/16 ,  H04W4/90

    摘要： A mechanism is described for facilitating dynamically prioritized control of calls over a network according to one embodiment. A method of embodiments includes receiving, at a computing device, a call reporting an emergency, automatically evaluating the received call and the reported emergency, and assigning a priority level to the call based on the evaluation of the call and the emergency. The method may further include placing the call in a first queue based on the assigned priority level. The call may be picked from the first queue and processed based on the assigned priority level. Other embodiments are described and claimed.

    摘要翻译： 描述了根据一个实施例的用于促进通过网络的呼叫的动态优先级控制的机制。 实施例的方法包括在计算设备处接收报告紧急情况的呼叫，自动评估所接收的呼叫和报告的紧急情况，以及基于呼叫和紧急情况的评估为呼叫分配优先级。 该方法还可以包括基于所分配的优先级将呼叫置于第一队列中。 呼叫可以从第一个队列中选出，并根据分配的优先级进行处理。 描述和要求保护其他实施例。