公开(公告)号：US20120099483A1

公开(公告)日：2012-04-26

申请号：US13241792

申请日：2011-09-23

申请人： Geoffrey LANGOS ,  Tzahi Efrati ,  Baruch Sterman

发明人： Geoffrey LANGOS ,  Tzahi Efrati ,  Baruch Sterman

IPC分类号： H04L12/16

CPC分类号： H04M7/0024 ,  G06Q30/0255 ,  G06Q50/01 ,  H04M3/2218 ,  H04M3/4878 ,  H04M2201/18 ,  H04M2203/353 ,  H04M2203/551 ,  H04M2203/555 ,  H04M2203/655 ,  H04W4/21

摘要： Systems and methods of recommending that two people form a link on a social networking system uses activities conducted by a first person on a telephony system to determine the names of individuals and businesses that the first person has communicated with through the telephony system. This list of names and individuals is then compared to the names of individuals and businesses that are members of the social networking system. If the first person is communicating with individuals or businesses who are members of the social networking system, a recommendation that they form a link on the social networking system is issued to one or both parties.

摘要翻译： 建议两个人在社交网络系统上形成链接的系统和方法使用电话系统中的第一人进行的活动来确定第一人通过电话系统与之通信的个人和企业的名称。 然后将该名单和个人名单与作为社交网络系统成员的个人和企业的名称进行比较。 如果第一人正在与作为社交网络系统成员的个人或企业进行沟通，则向一个或多个双方发布其在社交网络系统上形成链接的建议。

公开(公告)号：US20120008754A1

公开(公告)日：2012-01-12

申请号：US12831493

申请日：2010-07-07

申请人： Sumit Kumar Mukherjee ,  Vishal Bhasin ,  Prateek Mehrotra ,  Kannan Venugopal

发明人： Sumit Kumar Mukherjee ,  Vishal Bhasin ,  Prateek Mehrotra ,  Kannan Venugopal

IPC分类号： H04M11/00 ,  G10L15/04

CPC分类号： G10L15/22 ,  H04M3/2281 ,  H04M3/493 ,  H04M3/5175 ,  H04M2203/551 ,  H04M2203/556

摘要： A system for and method of monitoring caller interactions during a call session is presented. The system and method for monitoring caller interaction may include receiving information from a call session between a caller and an automated voice portal system via a communication network, monitoring caller interaction points accumulated during the call session, comparing a sum of caller interaction points accumulated during the call session with the automated voice portal system with the caller interaction threshold, and taking one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

摘要翻译： 提出了一种在呼叫会话期间监视呼叫者交互的系统和方法。 用于监视呼叫者交互的系统和方法可以包括经由通信网络从呼叫者和自动语音门户系统之间的呼叫会话接收信息，监视在呼叫会话期间累积的呼叫者交互点，比较在呼叫期间累积的呼叫者交互点的总和 与自动语音门户系统呼叫与呼叫者交互阈值的会话，并且响应于呼叫者交互点的总和采取一个或多个动作超过呼叫者交互阈值。

公开(公告)号：US20110206038A1

公开(公告)日：2011-08-25

申请号：US12861322

申请日：2010-08-23

申请人： Stephen Hodge

发明人： Stephen Hodge

IPC分类号： H04L12/66 ,  H04M1/64

CPC分类号： H04M3/2281 ,  H04L63/304 ,  H04L63/306 ,  H04M3/385 ,  H04M3/42221 ,  H04M7/006 ,  H04M15/00 ,  H04M2203/301 ,  H04M2203/551 ,  H04M2203/6054

摘要： The present invention discloses a centralized, digital, computer-based telephone call management system for authenticating users of a telephone system in an institutional facility. The system includes the capacity to allow an institution to control, record, monitor, and bill and report usage and access to a telephone network. The telephone call management system further includes both accounting and management software for use in controlling, monitoring, billing, recording, and reporting usage and access. Also, it can operate over both a Public Switch Telephone Network (PSTN) and a Voice over Internet Protocol (VOIP) infrastructure.

摘要翻译： 本发明公开了一种用于认证机构设施中的电话系统的用户的基于计算机的集中数字电话呼叫管理系统。 该系统包括允许机构控制，记录，监控和收费并报告使用和访问电话网络的能力。 电话呼叫管理系统还包括用于控制，监控，计费，记录和报告使用和访问的计费和管理软件。 此外，它可以在公共交换电话网（PSTN）和基于因特网协议（VOIP）的基础设施上运行。

公开(公告)号：US08000455B1

公开(公告)日：2011-08-16

申请号：US11520439

申请日：2006-09-13

申请人： Adrian Van Haaften ,  David Giannini ,  Eric Johnson ,  David F. Hofstatter ,  David S. Trandal ,  Robert Duva ,  Robert Smith ,  John R. Day

发明人： Adrian Van Haaften ,  David Giannini ,  Eric Johnson ,  David F. Hofstatter ,  David S. Trandal ,  Robert Duva ,  Robert Smith ,  John R. Day

IPC分类号： H04M1/64 ,  H04M15/06

CPC分类号： H04L29/06027 ,  G06Q30/0267 ,  H04L65/103 ,  H04L65/104 ,  H04L65/4007 ,  H04M3/42153 ,  H04M3/4878 ,  H04M3/493 ,  H04M3/533 ,  H04M3/53383 ,  H04M15/00 ,  H04M15/06 ,  H04M15/08 ,  H04M15/83 ,  H04M15/835 ,  H04M15/8355 ,  H04M15/84 ,  H04M15/85 ,  H04M15/857 ,  H04M2201/12 ,  H04M2203/551

摘要： Systems and methods are described for processing calls. A call is received at a softswitch or other call processing system from a caller intended for a first subscriber. The first call is associated with signaling information, the signaling information including a phone number associated with the caller. A determination is made as to whether the first subscriber has previously received a call associated with the caller phone number at the softswitch. If the first subscriber has not previously received a call associated with the caller phone number at the softswitch, a first message is played to the caller. An indication that the first message was played to the caller is stored in association with an account record associated with the first subscriber.

摘要翻译： 描述了处理呼叫的系统和方法。 在来自预定用于第一用户的呼叫者的软交换机或其他呼叫处理系统处接收呼叫。 第一呼叫与信令信息相关联，信令信息包括与呼叫者相关联的电话号码。 确定第一订户是否先前已经在软交换机处接收到与呼叫者电话号码相关联的呼叫。 如果第一用户以前没有在软交换机处接收到与呼叫者电话号码相关联的呼叫，则向呼叫者播放第一消息。 与第一用户相关联的帐户记录相关联地存储对呼叫者播放第一消息的指示。

公开(公告)号：US07953217B2

公开(公告)日：2011-05-31

申请号：US11459841

申请日：2006-07-25

申请人： Brian Fain ,  James C. Bedingfield

发明人： Brian Fain ,  James C. Bedingfield

IPC分类号： H04M3/42 ,  H04M3/523

CPC分类号： H04M3/5231 ,  H04M3/523 ,  H04M2203/2011 ,  H04M2203/2072 ,  H04M2203/551

摘要： A system and method for providing a call back option to a customer of a call center. According to one embodiment, the system includes a telecommunications switch and an automatic call distributor in communication with the telecommunications switch via first and second communications links. The system also includes means for providing the customer with a call back option in response to a first call from the customer, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link, and means for establishing a second call between the automatic call distributor and the customer over the second communications link when the customer accepts the call back option.

摘要翻译： 一种用于向呼叫中心的客户提供回叫选项的系统和方法。 根据一个实施例，该系统包括电信交换机和经由第一和第二通信链路与电信交换机通信的自动呼叫分配器。 该系统还包括响应于来自客户的第一呼叫向客户提供回叫选项的装置，其中第一呼叫由第一通信链路上的电信交换机路由到自动呼叫分配器，以及用于建立 当客户接受回叫选项时，通过第二通信链路在自动呼叫分配器和客户之间进行第二次呼叫。

公开(公告)号：US20110075828A1

公开(公告)日：2011-03-31

申请号：US12570270

申请日：2009-09-30

申请人： Glen K. Okita ,  Meigy Tsai ,  Iouri Achmanov ,  Michael S. W. Tovino ,  AshvinKumar H. Patel

发明人： Glen K. Okita ,  Meigy Tsai ,  Iouri Achmanov ,  Michael S. W. Tovino ,  AshvinKumar H. Patel

IPC分类号： H04M3/42

CPC分类号： H04M3/2218 ,  H04M3/42 ,  H04M3/42263 ,  H04M2203/551

摘要： A system for providing enhanced history information across multiple clients comprises a call application server having a history system, a telephony system and a history cache. The call application server advantageously maintains a history records for each user of the system. The enhanced history system is particularly advantageous because regardless of the endpoint (e.g., phone, thin client, personal call manager or standalone IP phone) with which the user is interacting, the history information specifically for that user is delivered by the call application server to that endpoint. Furthermore, the call application server allows the user to access history information using end points which heretofore were unable to provide history functionality. Finally, the call application server makes the history records universal across all endpoints with which the user interacts, in contrast to prior art, which had limited call history information specific to a particular endpoint.

摘要翻译： 用于在多个客户端之间提供增强的历史信息的系统包括具有历史系统，电话系统和历史高速缓存的呼叫应用服务器。 呼叫应用服务器有利地维护系统的每个用户的历史记录。 增强的历史系统是特别有利的，因为无论用户正在与其交互的端点（例如，电话，瘦客户端，个人呼叫管理器或独立IP电话），专用于该用户的历史信息由呼叫应用服务器传送到 那个端点。 此外，呼叫应用服务器允许用户使用迄今为止不能提供历史功能的终端访问历史信息。 最后，呼叫应用服务器使历史记录在与用户交互的所有端点上通用，与现有技术相反，其具有对特定端点特有的呼叫历史信息的限制。

公开(公告)号：US20110021182A1

公开(公告)日：2011-01-27

申请号：US12933116

申请日：2008-03-18

申请人： Hengxi Huan

发明人： Hengxi Huan

IPC分类号： H04W4/00

CPC分类号： H04M1/72519 ,  H04M3/42195 ,  H04M2203/2094 ,  H04M2203/551 ,  H04M2242/30 ,  H04M2250/12 ,  H04M2250/52 ,  H04M2250/60

摘要： The present invention proposes a technical solution of automatically handling missed calls caused by the user's unavailability for calling. According to the first aspect of the present invention, there is provided a method of handling missed calls in a communication terminal. The method comprises the following steps: a. detecting whether a user of the communication terminal is available for calling again; b. obtaining missed calls caused by the unavailability of the user of the communication terminal and reestablishing the missed calls when the user is available for calling again. According to the second aspect of the present invention, there is provided an apparatus for handling missed calls in a communication terminal. The apparatus comprises a first detecting means for detecting whether a user of the communication terminal is available for calling again; and a first operating means for obtaining missed calls caused by the unavailability of the user of the communication terminal and reestablishing the missed calls when the user is available for calling again. By applying the method and apparatus of handling the missed calls provided by the present invention, the calling party can know the information about when the called party is available for calling again timely so that the call could be reestablished as quickly as possible.

摘要翻译： 本发明提出了一种自动处理由用户不可用进行呼叫引起的未接来电的技术方案。 根据本发明的第一方面，提供了一种在通信终端中处理未接来电的方法。 该方法包括以下步骤：a。 检测通信终端的用户是否可再次呼叫; b。 获取由于通信终端的用户的不可用而导致的未接来电，并且当用户可再次呼叫时重新建立未接来电。 根据本发明的第二方面，提供了一种处理通信终端中的未接来电的装置。 该装置包括用于检测通信终端的用户是否可再次呼叫的第一检测装置; 以及第一操作装置，用于获得由于通信终端的用户的不可用而导致的未接来电，并且当用户可再次呼叫时重新建立未接来电。 通过应用本发明提供的处理未命中呼叫的方法和装置，主叫方可以及时知道被叫方是否可以再次呼叫的信息，以便尽快重新建立呼叫。

公开(公告)号：US20110003584A1

公开(公告)日：2011-01-06

申请号：US12829999

申请日：2010-07-02

申请人： Yasuhiro NOMA ,  Mitsuhiro OKAMOTO

发明人： Yasuhiro NOMA ,  Mitsuhiro OKAMOTO

IPC分类号： H04W4/00

CPC分类号： H04W8/183 ,  H04M1/274508 ,  H04M1/274533 ,  H04M1/575 ,  H04M1/663 ,  H04M3/4931 ,  H04M2203/551

摘要： A terminal device includes a deletion reason-registration unit configured to register deletion target information and deletion reason information with a storage unit storing information relating to a communication destination and a communication processing unit configured to acquire the deletion reason information registered by the deletion reason-registration unit from the storage unit upon receiving information about a communication connection request issued from a device of a communication destination corresponding to the deletion target information stored in the storage unit, and executes communication processing based on the acquired deletion reason information.

摘要翻译： 终端装置包括：删除原因登记单元，被配置为用存储与通信目的地有关的信息的存储单元登记删除目标信息和删除原因信息;以及通信处理单元，被配置为获取通过删除原因登记登记的删除原因信息 从与存储在存储单元中的删除目标信息对应的通信目的地设备发出的通信连接请求的信息中，从存储单元接收单元，并且基于获取的删除原因信息执行通信处理。

公开(公告)号：US07792773B2

公开(公告)日：2010-09-07

申请号：US10455971

申请日：2003-06-05

申请人： Alan Wayne McCord ,  Colin Michael Leonard

发明人： Alan Wayne McCord ,  Colin Michael Leonard

IPC分类号： G06F17/00 ,  G06N5/02

CPC分类号： H04M3/5233 ,  H04M3/5175 ,  H04M2201/42 ,  H04M2203/551

摘要： A system for routing an interaction request based on skill presence reporting has a routing application for determining best routing for the interaction request, a data store for storing and reporting skills data, and an object-oriented interface for presenting skills views including state information of those skills. The system is characterized in that it determines any skills requirements of the interaction request to be routed and discovers which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills discovered and matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction.

摘要翻译： 用于基于技能存在报告路由交互请求的系统具有用于确定交互请求的最佳路由的路由应用，用于存储和报告技能数据的数据存储，以及用于呈现包括其中的状态信息的技能视图的面向对象界面 技能 该系统的特征在于它确定要路由的交互请求的任何技能要求，并且发现在路由时所考虑的路由目的地的哪些技能是可用的，并且根据所发现的可用技能并且匹配技能要求来路由交互， 一个或多个路由目的地所选择的处理互动的固有的可用技能。

公开(公告)号：US20100191658A1

公开(公告)日：2010-07-29

申请号：US12693236

申请日：2010-01-25

申请人： Pallipuram V. Kannan ,  Mohit Jain ,  Ravi Vijayaraghavan

发明人： Pallipuram V. Kannan ,  Mohit Jain ,  Ravi Vijayaraghavan

IPC分类号： G06Q10/00 ,  G10L13/00 ,  G10L15/26

CPC分类号： G06F17/279 ,  G06Q30/016 ,  G06Q30/02 ,  G06Q30/0202 ,  H04M3/5166 ,  H04M2203/551

摘要： A customer service issue prediction engine uses one or more models of issue probability. A method of multi-phase customer issue prediction includes a modeling phase, an application phase, and a learning phase. A telephonic interactive voice response (IVR) system predicts customer issues.

摘要翻译： 客户服务问题预测引擎使用一个或多个发行概率模型。 多阶段客户问题预测的方法包括建模阶段，应用阶段和学习阶段。 电话互动语音响应（IVR）系统预测客户问题。