公开(公告)号：US10063693B2

公开(公告)日：2018-08-28

申请号：US15723019

申请日：2017-10-02

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Henry R. Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04L12/16 ,  H04M3/28 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04L29/06 ,  H04Q3/00 ,  H04W4/16 ,  H04W24/04 ,  H04W40/20 ,  H04M3/22 ,  H04L9/08 ,  H04W12/04

CPC分类号： H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

摘要： A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

公开(公告)号：US20180198911A1

公开(公告)日：2018-07-12

申请号：US15896026

申请日：2018-02-13

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M3/42 ,  H04L9/08 ,  H04W24/04 ,  H04W40/20 ,  H04W12/04 ,  H04W4/16

CPC分类号： H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

摘要： A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

公开(公告)号：US09900429B2

公开(公告)日：2018-02-20

申请号：US14745364

申请日：2015-06-19

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04K1/00 ,  H04M3/42 ,  H04W4/16 ,  H04W12/04 ,  H04W40/20 ,  H04W24/04 ,  H04L9/08

CPC分类号： H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

摘要： A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

公开(公告)号：US20170251104A9

公开(公告)日：2017-08-31

申请号：US14745364

申请日：2015-06-19

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Eric Tamblyn ,  Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M3/42 ,  H04L9/08 ,  H04W40/20 ,  H04W24/04 ,  H04W4/16 ,  H04W12/04

CPC分类号： H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

摘要： A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

公开(公告)号：US20170195482A1

公开(公告)日：2017-07-06

申请号：US15458633

申请日：2017-03-14

申请人： Yulong Computer Telecommunication Scientific (Shenzhen) Co., Ltd.

发明人： Lun Yang

IPC分类号： H04M3/42

CPC分类号： H04M3/42059 ,  H04M1/64 ,  H04M1/663 ,  H04M19/045 ,  H04M2203/609 ,  H04W88/06

摘要： A processing method for communication information of a terminal, a processing device for communication information of a terminal, and a terminal are provided. The terminal includes a first system and a second system. The processing method for communication information includes: acquiring information of an initiator of communication information when the communication information is received; and processing the communication information in the first system or the second system according to attribute information of the information of the initiator.

公开(公告)号：US09680983B1

公开(公告)日：2017-06-13

申请号：US15184684

申请日：2016-06-16

申请人： Motorola Mobility LLC

发明人： Adrian M. Schuster ,  Rajib Acharya ,  Roger W. Ady ,  Plamen A. Ivanov ,  Mark A. Jasiuk ,  Dusan Macho Cierna ,  Robert Zurek

IPC分类号： H04M1/00 ,  H04M1/725 ,  G06K9/00 ,  G06F3/16 ,  G10L17/22 ,  G01S11/02 ,  H04W88/02

CPC分类号： H04M1/72569 ,  G06F3/017 ,  G06F3/165 ,  G06K9/00302 ,  G10L25/24 ,  G10L25/93 ,  H04M1/605 ,  H04M2203/251 ,  H04M2203/609 ,  H04M2250/12 ,  H04M2250/52 ,  H04M2250/74

摘要： A portable electronic communication device includes a user input receiver, one or more user outputs, and a processor programmed to receive user input from the user input receiver and to determine based on the user input whether the user desires the device to enter a private mode. The device alters communications from the device via the one or more user outputs while in the private mode, and enters the private mode if the user input indicates that the user desires the device to enter the private mode. While in the private mode, the device may alter the manner in which it communicates to the user.

公开(公告)号：US09596344B2

公开(公告)日：2017-03-14

申请号：US14015983

申请日：2013-08-30

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Henry R. Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04L29/06 ,  H04M3/28 ,  H04M3/22 ,  H04M3/51 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20 ,  H04L9/08

CPC分类号： H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

摘要： A system and method for recording media for a contact center where a processor is configured to determine that media exchanged between first and second communication devices during a telephony call is to be recorded; bridge a media path between the first and second communication devices; cause replicating of the media exchanged in the media path; encrypt the replicated media via a first cryptographic key for storing the encrypted media in a data storage device; and encrypt the first cryptographic key via a second cryptographic key for storing the encrypted first cryptographic key as metadata for the encrypted media.

摘要翻译： 一种用于记录联络中心的媒体的系统和方法，其中处理器被配置为确定在电话呼叫期间在第一和第二通信设备之间交换的媒体的记录; 桥接第一和第二通信设备之间的媒体路径; 导致媒体传播媒体的复制; 通过用于将加密的媒体存储在数据存储设备中的第一加密密钥加密所复制的媒体; 并通过用于存储加密的第一加密密钥作为加密媒体的元数据的第二加密密钥加密第一加密密钥。

公开(公告)号：USRE46083E1

公开(公告)日：2016-07-26

申请号：US14163416

申请日：2014-01-24

申请人： BlackBerry Limited

发明人： Herbert Anthony Little ,  Neil Patrick Adams ,  Michael Grant Kirkup

IPC分类号： H04M3/00 ,  G06F17/00 ,  H04L29/06 ,  H04W12/08 ,  H04M7/00 ,  H04W12/02 ,  H04L12/58 ,  H04M3/20

CPC分类号： H04L63/04 ,  H04L51/14 ,  H04L51/38 ,  H04L63/105 ,  H04M3/205 ,  H04M7/0078 ,  H04M2203/609 ,  H04W12/02 ,  H04W12/08

摘要： Systems and methods for managing data transfers between a secure location and a less secure location. A data transfer checker operating on a mobile device determines whether an attempted data transfer between two locations is permitted. If it is not permitted, then the data transfer is prevented and the user may be notified of the data transfer prevention.

摘要翻译： 用于管理安全位置和较不安全位置之间的数据传输的系统和方法。 在移动设备上操作的数据传输检查器确定是否允许在两个位置之间尝试的数据传送。 如果不允许，则防止数据传输，并且可以通知用户防止数据传输。

公开(公告)号：US09294615B2

公开(公告)日：2016-03-22

申请号：US14479164

申请日：2014-09-05

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Henry Lum ,  Vladimir Filonov ,  Jeffrey Culbert ,  Daniel Blander ,  Somasundaram Subramaniam ,  Angelo Cicchitto ,  Paul Gvildys

IPC分类号： H04M15/00 ,  H04M1/24 ,  H04M3/08 ,  H04M3/22 ,  H04M3/28 ,  H04L29/06 ,  H04M1/656 ,  H04M3/42 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20 ,  H04M3/51 ,  H04L9/08

CPC分类号： H04M3/28 ,  H04L9/0819 ,  H04L9/0822 ,  H04L65/1006 ,  H04L65/104 ,  H04L65/105 ,  H04L65/1063 ,  H04L65/1076 ,  H04L65/605 ,  H04L2209/24 ,  H04M1/656 ,  H04M3/22 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/42348 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/551 ,  H04M2203/609 ,  H04Q3/00 ,  H04W4/16 ,  H04W12/04 ,  H04W24/04 ,  H04W40/20

摘要： A system and method for handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.

公开(公告)号：US08875231B1

公开(公告)日：2014-10-28

申请号：US11613393

申请日：2006-12-20

申请人： Larry H. Piercy ,  Trey A. Hilyard

发明人： Larry H. Piercy ,  Trey A. Hilyard

IPC分类号： H04L29/06

CPC分类号： H04L65/1076 ,  H04L65/1069 ,  H04M3/42008 ,  H04M15/41 ,  H04M15/43 ,  H04M15/44 ,  H04M15/745 ,  H04M2203/551 ,  H04M2203/609 ,  H04M2242/10 ,  H04W12/02

摘要： A communications system comprising a service processing system configured to receive a privacy request indicating a communication comprising a first user associated with a first communication device and a second user associated with a second communication device, send a query indicating the communication to a privacy system, receive a privacy message indicating whether the second user is private, and send a privacy instruction to the first communication device; the privacy system configured to receive the query, determine a privacy list for the first user, process the query with the privacy list to determine whether the second user is on the privacy list, and send the privacy message to the service processing system indicating that the second user is private; and the first communication device configured to receive the privacy instruction, and update a log, wherein, according to the privacy instruction, the second user is not indicated.

摘要翻译： 一种通信系统，包括：服务处理系统，被配置为接收指示包括与第一通信设备相关联的第一用户和与第二通信设备相关联的第二用户的通信的通信，向所述隐私系统发送指示所述通信的查询，接收 指示第二用户是否是私有的隐私消息，并向第一通信设备发送隐私指令; 所述隐私系统被配置为接收所述查询，确定所述第一用户的隐私列表，使用所述隐私列表处理所述查询，以确定所述第二用户是否在所述隐私列表上，并且将所述隐私消息发送到所述服务处理系统， 第二个用户是私人的; 所述第一通信装置被配置为接收所述隐私指令，并更新日志，其中，根据所述隐私指示，未指示所述第二用户。