公开(公告)号：US08891411B2

公开(公告)日：2014-11-18

申请号：US13243719

申请日：2011-09-23

Applicant: Roderick Averill ,  Brian Hillis ,  Renato Simoes

Inventor： Roderick Averill ,  Brian Hillis ,  Renato Simoes

IPC: H04L12/16 ,  H04L12/18

CPC classification number: H04L12/1818 ,  H04M3/562

Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for implementing a conference foyer for conferencing. The system receives a request to join a conference call that is hosted on a specific conference server. The system receives the request via a call from a caller using a specific phone number. The system is a back-to-back user agent configured to transfer requests to one or more SIP-based conference servers. Based on the request, the system identifies a specific conference server hosting the requested conference. The system uses a conference code included in the request to identify the specific conference server hosting the conference call. The system then transfers the call to the specific conference server, which can join the call to the conference requested by the caller. This approach provides a flexible, efficient, and scalable way to increase the number of conference calls associated with a specific phone number.

Abstract translation: 公开了用于实现用于会议的会议门厅的系统，方法和非暂时的计算机可读存储介质。 系统接收到加入在特定会议服务器上托管的电话会议的请求。 系统通过使用特定电话号码的呼叫者的呼叫接收请求。 该系统是被配置为将请求传送到一个或多个基于SIP的会议服务器的背对背用户代理。 基于该请求，系统识别承载所请求会议的特定会议服务器。 系统使用请求中包含的会议代码来标识主办电话会议的特定会议服务器。 然后，系统将呼叫转移到特定的会议服务器，该会议服务器可以将呼叫加入呼叫者请求的会议。 该方法提供灵活，有效和可扩展的方式来增加与特定电话号码相关联的电话会议数量。

公开(公告)号：US20130251136A1

公开(公告)日：2013-09-26

申请号：US13430021

申请日：2012-03-26

Applicant: Renato Simoes ,  Brian Hillis ,  Roderick Averill

Inventor： Renato Simoes ,  Brian Hillis ,  Roderick Averill

IPC: H04M3/00

CPC classification number: H04M3/5191 ,  H04M3/5133 ,  H04M7/0024 ,  H04M2201/50

Abstract: System and method to change a mode of communication used by an agent at a contact center for customer service, the method including: receiving, from a customer, a customer contact via a first mode of communication; establishing a first communication link, using the first mode of communication, between the customer and the agent; communicating by use of the first mode of communication between the customer and the agent; receiving an instruction, via an instant message, to change the mode of communication to a second mode of customer service; interpreting, by the contact center, the instruction from the agent; establishing a second communication link, using the second mode of communication, between the customer and the agent; and communicating by use of the second mode of communication between the customer and the agent.

Abstract translation: 用于改变由客户服务中心的代理使用的通信模式的系统和方法，所述方法包括：经由第一通信模式从客户接收客户联系人; 在客户和代理之间建立使用第一种通信模式的第一通信链路; 通过使用客户和代理之间的第一种通信模式进行通信; 通过即时消息接收指令以将通信模式改变为第二客户服务模式; 由联络中心解释代理人的指示; 在客户和代理之间建立使用第二种通信模式的第二通信链路; 并且通过使用客户和代理之间的第二通信模式进行通信。

公开(公告)号：US20130034025A1

公开(公告)日：2013-02-07

申请号：US13196296

申请日：2011-08-02

Applicant: Renato Simoes ,  Brian Hillis ,  Roderick Averill ,  Kevin J. Muterspaugh

Inventor： Renato Simoes ,  Brian Hillis ,  Roderick Averill ,  Kevin J. Muterspaugh

IPC: H04L12/16 ,  H04M15/06

CPC classification number: H04M15/06

Abstract: When a call is received at a first contact center, information is collected about the call. The information can be information that the caller enters through an Interactive Voice Response (IVR) system, an Automatic Number Identification (ANI), an associated Universal Caller Identification (UCID), other information gathered from the caller, and the like. An identifier associated with a second contact center, such as a Dialed Number Identification Service (DNIS) number, is associated with the information and stored in a shared resource. The call is transferred to the second contact center using the identifier. As the transferred call comes into the second contact center, the second contact center determines if the identifier in the transferred call matches the stored identifier. If so, the information is used in the second contact center for various purposes in supporting the call, such as routing the call in the second contact center.

Abstract translation: 当在第一联络中心接收到呼叫时，将收集有关呼叫的信息。 信息可以是呼叫者通过交互式语音响应（IVR）系统，自动号码识别（ANI），相关通用呼叫者识别（UCID），从呼叫者收集的其他信息等进入的信息。 与第二联络中心（例如拨号号码识别服务（DNIS）号码）相关联的标识符与该信息相关联并存储在共享资源中。 使用标识符将呼叫转移到第二个联络中心。 当转移呼叫进入第二联络中心时，第二联络中心确定所转移的呼叫中的标识符是否与存储的标识符匹配。 如果是这样，则在第二联络中心中用于支持呼叫的各种目的的信息，例如在第二联络中心中路由呼叫。

公开(公告)号：US09210274B2

公开(公告)日：2015-12-08

申请号：US13196296

申请日：2011-08-02

Applicant: Renato Simoes ,  Brian Hillis ,  Roderick Averill ,  Kevin J. Muterspaugh

Inventor： Renato Simoes ,  Brian Hillis ,  Roderick Averill ,  Kevin J. Muterspaugh

IPC: H04M15/06 ,  H04M3/51

CPC classification number: H04M15/06

Abstract: When a call is received at a first contact center, information is collected about the call. The information can be information that the caller enters through an Interactive Voice Response (IVR) system, an Automatic Number Identification (ANI), an associated Universal Caller Identification (UCID), other information gathered from the caller, and the like. An identifier associated with a second contact center, such as a Dialed Number Identification Service (DNIS) number, is associated with the information and stored in a shared resource. The call is transferred to the second contact center using the identifier. As the transferred call comes into the second contact center, the second contact center determines if the identifier in the transferred call matches the stored identifier. If so, the information is used in the second contact center for various purposes in supporting the call, such as routing the call in the second contact center.

Abstract translation: 当在第一联络中心接收到呼叫时，将收集有关呼叫的信息。 信息可以是呼叫者通过交互式语音响应（IVR）系统，自动号码识别（ANI），相关通用呼叫者识别（UCID），从呼叫者收集的其他信息等进入的信息。 与第二联络中心（例如拨号号码识别服务（DNIS）号码）相关联的标识符与该信息相关联并存储在共享资源中。 使用标识符将呼叫转移到第二个联络中心。 当转移呼叫进入第二联络中心时，第二联络中心确定所转移的呼叫中的标识符是否与存储的标识符匹配。 如果是这样，则在第二联络中心中用于支持呼叫的各种目的的信息，例如在第二联络中心中路由呼叫。

公开(公告)号：US08767945B2

公开(公告)日：2014-07-01

申请号：US13430021

申请日：2012-03-26

Applicant: Renato Simoes ,  Brian Hillis ,  Roderick Averill

Inventor： Renato Simoes ,  Brian Hillis ,  Roderick Averill

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5191 ,  H04M3/5133 ,  H04M7/0024 ,  H04M2201/50

Abstract: System and method to change a mode of communication used by an agent at a contact center for customer service, the method including: receiving, from a customer, a customer contact via a first mode of communication; establishing a first communication link, using the first mode of communication, between the customer and the agent; communicating by use of the first mode of communication between the customer and the agent; receiving an instruction, via an instant message, to change the mode of communication to a second mode of customer service; interpreting, by the contact center, the instruction from the agent; establishing a second communication link, using the second mode of communication, between the customer and the agent; and communicating by use of the second mode of communication between the customer and the agent.

Abstract translation: 用于改变由客户服务中心的代理使用的通信模式的系统和方法，所述方法包括：经由第一通信模式从客户接收客户联系人; 在客户和代理之间建立使用第一种通信模式的第一通信链路; 通过使用客户和代理之间的第一种通信模式进行通信; 通过即时消息接收指令将通信模式改变为第二种客户服务模式; 由联络中心解释代理人的指示; 在客户和代理之间建立使用第二种通信模式的第二通信链路; 并且通过使用客户和代理之间的第二通信模式进行通信。

公开(公告)号：US20130077539A1

公开(公告)日：2013-03-28

申请号：US13243719

申请日：2011-09-23

Applicant: Roderick AVERILL ,  Brian Hillis ,  Renato Simoes

Inventor： Roderick AVERILL ,  Brian Hillis ,  Renato Simoes

IPC: H04L12/18

CPC classification number: H04L12/1818 ,  H04M3/562

Abstract: Disclosed are systems, methods, and non-transitory computer-readable storage media for implementing a conference foyer for conferencing. The system receives a request to join a conference call that is hosted on a specific conference server. The system receives the request via a call from a caller using a specific phone number. The system is a back-to-back user agent configured to transfer requests to one or more SIP-based conference servers. Based on the request, the system identifies a specific conference server hosting the requested conference. The system uses a conference code included in the request to identify the specific conference server hosting the conference call. The system then transfers the call to the specific conference server, which can join the call to the conference requested by the caller. This approach provides a flexible, efficient, and scalable way to increase the number of conference calls associated with a specific phone number.

Abstract translation: 公开了用于实现用于会议的会议门厅的系统，方法和非暂时的计算机可读存储介质。 系统接收到加入在特定会议服务器上托管的电话会议的请求。 系统通过使用特定电话号码的呼叫者的呼叫接收请求。 该系统是被配置为将请求传送到一个或多个基于SIP的会议服务器的背对背用户代理。 基于该请求，系统识别承载所请求会议的特定会议服务器。 系统使用请求中包含的会议代码来标识主办电话会议的特定会议服务器。 然后，系统将呼叫转移到特定的会议服务器，该会议服务器可以将呼叫加入呼叫者请求的会议。 该方法提供灵活，有效和可扩展的方式来增加与特定电话号码相关联的电话会议数量。