公开(公告)号：WO2012083518A1

公开(公告)日：2012-06-28

申请号：PCT/CN2010/080028

申请日：2010-12-20

Applicant: SHANGHAI HANXIANG INFORMATION TECHNOLOGY CO. LTD. ,  WANG, Jialiang ,  ZHANG, Kan ,  ZHAO, Yang ,  XIE, Haichao

Inventor： WANG, Jialiang ,  ZHANG, Kan ,  ZHAO, Yang ,  XIE, Haichao

IPC: H04M3/42

CPC classification number: H04M3/4931 ,  H04M1/274508 ,  H04M1/27455 ,  H04M1/274558 ,  H04M1/274583 ,  H04M3/44 ,  H04M2201/54 ,  H04M2242/15 ,  H04M2242/22 ,  H04M2250/60 ,  H04M2250/70 ,  H04W4/022 ,  H04W4/023 ,  H04W4/16

Abstract: Systems and methods consistent with the invention relate to automated business and service dialing. According to one exemplary embodiment, a business dialing system is disclosed. The system includes a memory configured to store a plurality of business objects containing phone numbers corresponding to a plurality of business entities. The system further includes a user input device configured to detect key presses. The system also includes a processor coupled to the user input device and the memory. The processor is configured to generate a key sequence and a number sequence based on the detected key presses. The processor is further configured to search the memory for business objects corresponding to the key sequence. The system further includes a display device configured to display the number sequence and the business objects. The user input interface is further configured to detect a selection of a business object, among the business objects, or a dial command. The processor is configured to perform an action associated with the selected business object if the selection of the business object is detected, and dial the number sequence as a phone number if the dial command is detected.

Abstract translation: 与本发明一致的系统和方法涉及自动商业和服务拨号。 根据一个示例性实施例，公开了一种商务拨号系统。 该系统包括被配置为存储包含对应于多个业务实体的电话号码的多个业务对象的存储器。 该系统还包括被配置为检测按键的用户输入装置。 该系统还包括耦合到用户输入设备和存储器的处理器。 处理器被配置为基于检测到的按键生成键序列和数字序列。 处理器还被配置为搜索对应于该键序列的业务对象的存储器。 该系统还包括被配置为显示数字序列和业务对象的显示设备。 用户输入接口还被配置为检测业务对象，业务对象中的选择或拨号命令。 如果检测到业务对象的选择，则处理器被配置为执行与所选择的业务对象相关联的动作，并且如果检测到拨号命令，则将该号码序列作为电话号码拨打。

公开(公告)号：WO2003007577A1

公开(公告)日：2003-01-23

申请号：PCT/CA2002/001069

申请日：2002-07-12

Applicant: MEDIATRIX TELECOM, INC. ,  TREMBLAY, Eric ,  CHAREST, Alexandre

Inventor： TREMBLAY, Eric ,  CHAREST, Alexandre

IPC: H04L29/08

CPC classification number: H04L65/1083 ,  H04L29/06027 ,  H04L65/1006 ,  H04L65/1069 ,  H04L65/1096 ,  H04L67/14 ,  H04L69/16 ,  H04M7/006 ,  H04M2201/54

Abstract: This invention concerns architecture for a SIP stack that enables the addition or removal of new services without this having any impact on the other part of the stack. The user agent class contains sessions, the session class contain transactions and service implementations, while the transaction class simply contains service implementations. The user-agent class is programmed to retrieve session service implementations from the application and to attach them to session instances. The session class is programmed to receive transaction service implementations from the application, via the user agent class and to attach them to transaction instances. The proposed architecture allows an application to simultaneously support more than one version of a specific service. Added benefits also include making the customization process of these services quite easy.

Abstract translation: 本发明涉及用于SIP堆栈的架构，其能够添加或移除新服务，而不会对堆栈的其他部分产生任何影响。 用户代理类包含会话，会话类包含事务和服务实现，而事务类只包含服务实现。 用户代理类被编程为从应用程序检索会话服务实现，并将它们附加到会话实例。 会话类被编程为通过用户代理类从应用程序接收事务服务实现，并将它们附加到事务实例。 所提出的架构允许应用程序同时支持多个版本的特定服务。 增加的好处还包括使这些服务的定制过程非常简单。

公开(公告)号：WO2017112464A1

公开(公告)日：2017-06-29

申请号：PCT/US2016/066427

申请日：2016-12-13

Applicant: MICROSOFT TECHNOLOGY LICENSING, LLC

Inventor： DUTTA, Amit Kumar ,  ANANTHANARAYANAN, Krishnan ,  GOPAL, Vishak ,  MATKOWSKI, Mieszko ,  SEKARAN, Mahendra

IPC: H04M3/436 ,  H04M3/527 ,  H04M3/42

CPC classification number: H04L47/783 ,  H04M3/42221 ,  H04M3/436 ,  H04M3/527 ,  H04M2201/54

Abstract: The customization of communication pipelines having multiple stages. For each stage, a set of agents is identified as available for adding to that stage. Furthermore, any stages that already have an agent assigned are identified. In response to receiving a user selection of an agent to be assigned to a particular stage that does not already have an agent assigned, the selected agent is assigned to the stage. An enforcement agent enforces that there be only one agent assigned at most to each stage. Assignments of agents are made per stage. This allows the functionality of the agent to be simplified more towards augmenting the functionality of the stage. Accordingly, the logic of the agent is simplified, thereby making it more likely that there will be a healthy quality of agents available to select from for each stage.

Abstract translation:

具有多个阶段的通信管道的定制。 对于每个阶段，一组代理被确定为可用于添加到该阶段。 此外，已确定已分配代理人的任何阶段都会被识别。 响应于接收到要分配给尚未分配代理的特定阶段的代理的用户选择，将所选代理分配给该阶段。 执法人员强制规定，每个阶段最多只能分配一名代理。 代理商的分配按每个阶段进行。 这使代理的功能更加简化，以增强舞台的功能。 因此，代理人的逻辑被简化了，从而更有可能在每个阶段都有可用的代理人的健康质量。

公开(公告)号：WO2004034273A2

公开(公告)日：2004-04-22

申请号：PCT/IL2003/000767

申请日：2003-09-25

Applicant: PERSONETA LTD. ,  LELCUK, Alon ,  MELLER, Michael ,  ROSENBACH, Abraham

Inventor： LELCUK, Alon ,  MELLER, Michael ,  ROSENBACH, Abraham

IPC: G06F15/173

CPC classification number: H04M3/2263 ,  H04L12/14 ,  H04L41/044 ,  H04L41/0823 ,  H04M3/4217 ,  H04M7/1205 ,  H04M2201/54 ,  H04Q3/0054

Abstract: A software-implemented, distributed service integration system which provides an open environment for the development of new services, and their integration with the existing network, with the integration being performed by the service integration system administrator, which is also responsible for the service development. Thus, the procedure of developing and integrating of new services is shorter and cheaper than is common in telephony service integration systems. An example of a new service which is integrated with the existing network infrastructure includes the development by the service developer of a sophisticated billing service that uses a carrier's billing infrastructure. The inventive system also provides, through a modifiable policy defined by the system administrator, service-level control of the packet flow both within the service integration system and between the service integration system and the communications network. The inventive system also provides visibility into the signaling process to services deployed on it, offering direct communication with different protocols such as IP, SS7 etc., by means of network adaptation components.

Abstract translation:

一个软件实现的分布式服务集成系统，为开发新服务提供了一个开放的环境，并与现有网络集成，集成由服务集成系统管理员执行， 也负责服务的开发。 因此，开发和整合新业务的程序比电话业务集成系统中常见的更短，更便宜。 与现有网络基础设施集成的新服务的一个例子包括服务开发商开发使用运营商计费基础设施的复杂计费服务。 本发明的系统还通过由系统管理员定义的可修改策略提供服务集成系统内以及服务集成系统和通信网络之间的分组流的服务级别控制。 本发明的系统还通过网络适配组件提供对部署在其上的服务的信令处理的可视性，提供与不同协议（例如IP，SS7等）的直接通信。

公开(公告)号：WO2014043419A1

公开(公告)日：2014-03-20

申请号：PCT/US2013/059557

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： ZHAKOV, Vyacheslav ,  MAKAGON, Petr ,  RISTOCK, Herbert, Willi Artur

IPC: G06F9/44 ,  G06F11/30

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects contact center operation data. The processor detects, in response to the monitoring, a condition relating to the operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition. Health of a particular deployment may also be monitored to learn over time which deployments are healthy for which conditions. If a current deployment is deemed to be unhealthy, the processor may take action to move the contact center to a healthy state.

Abstract translation: 根据对联络中心租户的检测或预测要求，动态地扩大或缩小联络中心租户的资源的系统和方法。 处理器监视和收集联络中心操作数据。 处理器响应于监视而检测与联络中心的操作有关的状况。 处理器基于检测到的条件动态地调整联络中心的至少一个硬件或软件资源。 还可以监视特定部署的健康状况，以便随时间了解哪些部署对于哪些条件是健康的。 如果当前的部署被认为是不健康的，则处理器可以采取行动将联络中心移动到健康状态。

公开(公告)号：WO01076205A1

公开(公告)日：2001-10-11

申请号：PCT/US2001/010402

申请日：2001-03-30

IPC: H04L12/56 ,  H04M3/42 ,  H04M3/428 ,  H04M3/48 ,  H04M3/56 ,  H04M7/00 ,  H04M7/06 ,  H04Q3/00 ,  H04M3/00 ,  G06F13/14

CPC classification number: H04M3/42 ,  H04L2012/5618 ,  H04L2012/563 ,  H04M3/42127 ,  H04M3/42153 ,  H04M3/4217 ,  H04M3/4228 ,  H04M3/428 ,  H04M3/48 ,  H04M3/56 ,  H04M7/006 ,  H04M7/126 ,  H04M7/129 ,  H04M2201/54 ,  H04M2207/203 ,  H04Q3/0041 ,  H04Q3/0045 ,  H04Q3/0054 ,  H04Q2213/13003 ,  H04Q2213/1305 ,  H04Q2213/13091 ,  H04Q2213/13097 ,  H04Q2213/13102 ,  H04Q2213/13103 ,  H04Q2213/13106 ,  H04Q2213/1313 ,  H04Q2213/1315 ,  H04Q2213/13156 ,  H04Q2213/13175 ,  H04Q2213/13176 ,  H04Q2213/13204 ,  H04Q2213/1324 ,  H04Q2213/1329 ,  H04Q2213/13298 ,  H04Q2213/13345 ,  H04Q2213/13389 ,  H04Q2213/13405 ,  H04Q2213/13512

Abstract: A telecommunication system (10) of the invention can include two Telecommunications Service Portal (TSP) nodes (12a, 12b) which are in communication with each other and with a CSX switch (14) to provide a convergent multimedia services environment. In conjunction with the CSX, the TSP (12a, 12b) offers class 5 and class 4 voice band services. These services can satisfy, for example, the needs for Competitive Local Exchange Carriers (CLEC) and Internet Service Providers (ISP). When coupled with other network elements, intelligent peripherals, and subscriber premise equipment, the TSP offers a solution to the demand for convergent multimedia services environments.

Abstract translation: 本发明的电信系统（10）可以包括两个彼此通信的电信业务门户（TSP）节点（12a，12b）和CSX交换机（14），以提供融合的多媒体业务环境。 与CSX一起，TSP（12a，12b）提供5类和4类语音带服务。 这些服务可以满足例如竞争性本地交易所（CLEC）和互联网服务提供商（ISP）的需求。 当与其他网络元件，智能外设和用户驻地设备相结合时，TSP提供了融合多媒体服务环境需求的解决方案。

公开(公告)号：WO01016936A1

公开(公告)日：2001-03-08

申请号：PCT/US2000/024302

申请日：2000-08-31

IPC: G10L15/26 ,  H04M1/27 ,  H04M1/725 ,  H04M3/38 ,  H04M3/493 ,  H04M3/53 ,  H04M7/00

CPC classification number: H04M3/493 ,  G10L2015/228 ,  H04M1/271 ,  H04M1/72561 ,  H04M3/382 ,  H04M3/5307 ,  H04M7/006 ,  H04M2201/40 ,  H04M2201/54 ,  H04M2201/60 ,  H04M2203/2061

Abstract: A system, method and article of manufacture are provided for recognizing voice commands for manipulating data on the Internet. Data is provided on a website. Voice signals are received from a user who is accessing the website, which are interpreted to determine navigation commands. Selected data of the website is output based on the navigation commands. In one embodiment of the present invention, the data includes a voice-activated application. The user may be allowed to access the website from either a computer or a telephone, or both. A language may be determined from the voice signals and the voice signals interpreted in the language being spoken by the user.

Abstract translation: 提供了一种用于识别用于操纵因特网上的数据的语音命令的系统，方法和制造。 数据在网站上提供。 从访问该网站的用户接收语音信号，该用户被解释为确定导航命令。 基于导航命令输出网站的选定数据。 在本发明的一个实施例中，数据包括语音激活应用。 可以允许用户从计算机或电话或两者都访问该网站。 可以根据用户所说的语言解释的语音信号和语音信号来确定语言。

公开(公告)号：WO00024184A1

公开(公告)日：2000-04-27

申请号：PCT/US1999/024664

申请日：1999-10-20

IPC: G06F13/00 ,  H04L12/24 ,  H04M3/00 ,  H04M3/42 ,  H04M15/00 ,  H04Q3/00 ,  H04Q3/545

CPC classification number: H04M15/90 ,  H04M3/42144 ,  H04M15/00 ,  H04M2201/54 ,  H04M2203/052 ,  H04M2207/12 ,  H04M2215/016 ,  H04Q3/0029

Abstract: A telecommunications switching network or Intelligent Network Architecture (170) includes a novel central administration (500) and Resource Complex (180) for administering and tracking service resources to a plurality of nodes (204) capable of telecommunications service processing.

Abstract translation: 电信交换网络或智能网络架构（170）包括用于向能够进行电信服务处理的多个节点（204）管理和跟踪服务资源的新颖的中央管理（500）和资源综合体（180）。

公开(公告)号：WO2014151373A1

公开(公告)日：2014-09-25

申请号：PCT/US2014/025595

申请日：2014-03-13

Applicant: VONAGE NETWORK LLC

Inventor： ABOUGHANAIMA, Mabrouk ,  GORREPATI, Chakrapani ,  OTTUR, Deepak ,  ERICKSON, John

IPC: H04M7/00 ,  H04L29/06

CPC classification number: H04L63/083 ,  H04L63/0281 ,  H04L63/08 ,  H04L63/0884 ,  H04M3/38 ,  H04M7/0012 ,  H04M2201/54 ,  H04M2207/30

Abstract: A method and apparatus for routing Application Programming Interface (API) calls from a partner entity to a telephony service provider (TSP) network are provided herein. In some embodiments, a method for routing API calls may include receiving a first message including an API call and a partner API key used to authenticate the partner entity on the TSP network to access a partner API layer disposed on the TSP network, extracting the partner API key from the first message, performing an authentication process to authenticate an identity of the partner entity using at least the extracted partner API key, and routing the first message based on results of the authentication process. In some embodiments, the first message is routed to the partner API layer disposed on the TSP network when the identity of the partner entity is authenticated.

Abstract translation: 本文提供了一种用于将来自伙伴实体的应用编程接口（API）呼叫路由到电话服务提供商（TSP）网络的方法和装置。 在一些实施例中，用于路由API调用的方法可以包括接收包括API调用的第一消息和用于认证TSP网络上的伙伴实体的伙伴API密钥以访问设置在TSP网络上的伙伴API层，提取伙伴 API密钥，执行认证过程以使用至少所提取的伙伴API密钥来验证对方实体的身份，以及基于认证过程的结果来路由第一消息。 在一些实施例中，当伙伴实体的身份被认证时，第一消息被路由到设置在TSP网络上的伙伴API层。

公开(公告)号：WO2014043416A1

公开(公告)日：2014-03-20

申请号：PCT/US2013/059553

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MAKAGON, Petr ,  SAYKO, Vyacheslav ,  CHUYESHOV, Gennadiy ,  ZHAKOV, Vyacheslav

IPC: G06F3/048 ,  G06F3/14

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated with metadata defining one or more parameters of the corresponding routing template. A contact center administrator selects one of the displayed templates and further identifies an entry point to the contact center to which the selected routing template applies. The parameters defined for the selected template are displayed for prompting user input. The administrator provides input values for the displayed parameters. The user input values are saved in association with the corresponding parameters and further in association with the identified entry point. The saved user input values are then retrieved for routing a particular interaction arriving at the entry point.

Abstract translation: 提供了一种用于配置联络中心的路由逻辑的系统和方法。 显示多个路由模板用于用户选择。 每个路由模板与定义相应路由模板的一个或多个参数的元数据相关联。 联络中心管理员选择一个显示的模板，并进一步标识所选路由模板应用到的联络中心的入口点。 显示为选定模板定义的参数，以提示用户输入。 管理员提供显示参数的输入值。 与相应的参数相关联地保存用户输入值，并进一步与所识别的入口点相关联。 然后检索保存的用户输入值，用于路由到达入口点的特定交互。