公开(公告)号：US09699303B2

公开(公告)日：2017-07-04

申请号：US15154645

申请日：2016-05-13

Applicant: GLOBAL TEL*LINK CORP.

Inventor： Stephen Lee Hodge

IPC: H04B1/38 ,  H04M3/38 ,  H04M1/67 ,  H04M3/22 ,  H04M1/673 ,  H04M3/42 ,  G10L15/08 ,  H04L12/28 ,  H04M1/677 ,  H04M7/12 ,  H04M17/00 ,  H04W28/18 ,  H04W12/08 ,  H04W12/10 ,  H04W12/06 ,  H04L29/06

CPC classification number: H04M3/382 ,  G10L15/08 ,  G10L15/083 ,  G10L2015/088 ,  H04L12/28 ,  H04L63/083 ,  H04L63/0861 ,  H04L63/126 ,  H04M1/67 ,  H04M1/673 ,  H04M1/677 ,  H04M3/2218 ,  H04M3/2281 ,  H04M3/38 ,  H04M3/385 ,  H04M3/4211 ,  H04M3/42221 ,  H04M7/1295 ,  H04M17/305 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/6054 ,  H04M2242/12 ,  H04W12/06 ,  H04W12/08 ,  H04W12/10 ,  H04W28/18

Abstract: A secure telephone call management system is provided for authenticating users of a telephone system in an institutional facility. Authentication of the users of the telephone call management system is accomplished by using a personal identification number, biometric means, and/or radio frequency means. The secure telephone call management system includes accounting software capable of limiting access to the system based on funds in a user's account, and includes management software capable of implementing widespread or local changes to the system. The system monitors a conversation in the telephone call to detect a presence of a first characteristic in audio of the conversation, and terminates the telephone call if the first characteristic does not match a second characteristic of biometric information of a user or a called party.

公开(公告)号：US09686409B1

公开(公告)日：2017-06-20

申请号：US15383867

申请日：2016-12-19

Applicant: West Corporation

Inventor： Craig A. Webster

IPC: H04M1/64 ,  H04M3/51 ,  H04M3/42

CPC classification number: H04M3/5166 ,  G06F17/30749 ,  G06Q30/016 ,  H04M3/42068 ,  H04M3/493 ,  H04M3/4931 ,  H04M2201/41 ,  H04M2203/251 ,  H04M2203/551 ,  H04M2203/655 ,  H04M2242/12

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

公开(公告)号：US09609121B1

公开(公告)日：2017-03-28

申请号：US15093300

申请日：2016-04-07

Applicant: GLOBAL TEL*LINK CORP.

Inventor： Stephen Lee Hodge

IPC: H04M3/00 ,  H04M3/22 ,  H04N7/14 ,  G06K9/00 ,  G10L17/22 ,  H04M3/42

CPC classification number: H04L65/1083 ,  G06K9/00288 ,  G06K9/00617 ,  H04M3/2281 ,  H04M3/42221 ,  H04M2201/41 ,  H04M2201/50 ,  H04M2203/303 ,  H04M2203/558 ,  H04M2203/60 ,  H04M2203/6054 ,  H04N7/141 ,  H04N7/155

Abstract: A system is described herein that facilitates the monitoring of inmate communications. The system provides a remotely-accessible means for a reviewer to monitor a call between an inmate and another person. The system includes a monitoring server and a monitoring station. The monitoring server is configured to receive a call and call information from a communication center and process the call for monitoring, schedule a review of the call; and store the call, the call information, and scheduling data. The monitoring station is configured to receive the call and the call information from the monitoring server based on the scheduling data, and to display the identifying information and facilitate the review of the call.

公开(公告)号：US09596349B1

公开(公告)日：2017-03-14

申请号：US15091121

申请日：2016-04-05

Applicant: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY

Inventor： Sylvia Hernandez

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G10L15/26 ,  G10L25/63 ,  G10L17/06 ,  G10L25/78 ,  H04M3/42

CPC classification number: H04M3/5175 ,  G06F17/2705 ,  G10L15/265 ,  G10L17/04 ,  G10L17/08 ,  G10L25/51 ,  G10L25/63 ,  G10L25/87 ,  H04M3/42 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/40 ,  H04M2203/401

Abstract: A computer-implemented method for providing an objective evaluation to a customer service representative regarding his performance during an interaction with a customer may include receiving a digitized data stream corresponding to a spoken conversation between a customer and a representative; converting the data stream to a text stream; generating a representative transcript that includes the words from the text stream that are spoken by the representative; comparing the representative transcript with a plurality of positive words and a plurality of negative words; and generating a score that varies according to the occurrence of each word spoken by the representative that matches one of the positive words, and/or the occurrence of each word spoken by the representative that matches one of the negative words. Tone of voice, as well as response time, during the interaction may also be monitored and analyzed to adjust the score, or generate a separate score.

Abstract translation: 用于向客户服务代表提供关于他在与客户交互期间的表现的客观评价的计算机实现的方法可以包括：接收与顾客和代表之间的口头对话相对应的数字化数据流; 将数据流转换为文本流; 生成一个代表性的记录，其中包括代表所说的文本流中的单词; 将代表性记录与多个正词和多个否定词相比较; 并且生成根据代表所说出的与正文中的一个相符的每个单词的出现以及/或该代表所说出的匹配一个负面单词的每个单词的出现而变化的得分。 也可以监视和分析在交互过程中的声音和响应时间，以调整分数，或产生单独的分数。

公开(公告)号：US20170070612A1

公开(公告)日：2017-03-09

申请号：US15255627

申请日：2016-09-02

Applicant: Shanghai Xiaoi Robot Technology Co., Ltd.

Inventor： Bo LI ,  Di CHEN ,  Pinpin ZHU

IPC: H04M3/493 ,  G10L25/33 ,  G10L15/22

CPC classification number: H04M3/53333 ,  G10L15/22 ,  G10L25/33 ,  G10L2015/223 ,  H04M1/645 ,  H04M1/651 ,  H04M3/4938 ,  H04M3/53308 ,  H04M3/53366 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/405 ,  H04M2201/41

Abstract: A method and a system for voice transmission control. The method comprises: receiving, by a voice answering device, a voice command and transmitting the voice command to a sound control server through a network data transmission channel; recognizing, by the sound control server, the voice command, generating corresponding VXML control information based on a recognition result, and transmitting the VXML control information to the voice answering device through the network data transmission channel; and performing, by the voice answering device, an operation according to the received VXML control information. With this method, the architecture and workflow of the communication system can be simplified, and the difficulty of design thereof can be reduced.

Abstract translation: 一种用于语音传输控制的方法和系统。 该方法包括：通过语音应答设备接收语音命令，并通过网络数据传输通道将语音命令发送到声控服务器; 通过声音控制服务器识别语音命令，基于识别结果产生相应的VXML控制信息，并通过网络数据传输通道将VXML控制信息发送到语音应答设备; 并且由语音应答设备执行根据所接收的VXML控制信息的操作。 通过这种方法，可以简化通信系统的架构和工作流程，可以减少设计难度。

公开(公告)号：US20160373271A1

公开(公告)日：2016-12-22

申请号：US15053749

申请日：2016-02-25

Applicant: AT&T Intellectual Property I, L.P.

Inventor： Robert Wesley Bossemeyer, JR. ,  Raymond Walden Bennett, III ,  Donald Bernard Liebrecht ,  Barry James Sullivan

IPC: H04L12/28 ,  H04M3/533 ,  H04M3/428 ,  H04M3/42 ,  H04M1/57

CPC classification number: H04L12/2818 ,  H04M1/57 ,  H04M1/578 ,  H04M1/642 ,  H04M1/663 ,  H04M3/42059 ,  H04M3/4288 ,  H04M3/533 ,  H04M15/06 ,  H04M2201/39 ,  H04M2201/41 ,  H04W84/14

Abstract: A home gateway system has a transceiver (70) capable of establishing a wireless local loop connection (72). A voice processing system (74) is coupled to the transceiver (70). The voice processing system (74) is capable of storing a message from an incoming call.A caller identification processing system (76) is coupled to the transceiver (70). The caller identification processing system (76) determines a telephone number of the incoming call and routes the incoming call to the voice processing system (74), if the telephone number belongs to a screened group of telephone numbers.

Abstract translation: 呼叫者识别处理系统（76）耦合到收发信机（70）。 呼叫者识别处理系统（76）确定来电的电话号码，并将呼入路由到语音处理系统（74），如果电话号码属于被屏蔽的一组电话号码。

公开(公告)号：US09509845B2

公开(公告)日：2016-11-29

申请号：US14485596

申请日：2014-09-12

Applicant: Intellisist, Inc.

Inventor： Gilad Odinak ,  Thomas Veatch

IPC: H04M3/00 ,  H04M3/51 ,  G10L15/08 ,  G06Q10/10 ,  G10L25/60 ,  G06F17/21 ,  G10L15/26 ,  G10L25/51 ,  H04M3/22 ,  H04M3/523 ,  G10L17/26

CPC classification number: H04M3/5232 ,  G06F17/21 ,  G06Q10/063112 ,  G06Q10/1053 ,  G10L15/08 ,  G10L15/26 ,  G10L15/30 ,  G10L17/26 ,  G10L25/51 ,  G10L25/60 ,  H04M3/2281 ,  H04M3/51 ,  H04M3/5175 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/402

Abstract: A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.

Abstract translation: 提供了一种用于在呼叫中心环境中配对代理和呼叫者的系统和方法。 从呼叫者接收到呼叫中心呼叫。 在呼叫期间从呼叫者接收到语音样本，并且从语音样本识别呼叫者的特征。 呼叫者的特征与呼叫中心内的一个或多个候选代理的特征进行比较。 基于呼叫者和该候选代理共享的特征的数量，在呼叫者和每个候选代理之间确定相似性。 基于相似性选择候选代理之一，并且呼叫者与选择的候选代理连接。

公开(公告)号：US09462102B1

公开(公告)日：2016-10-04

申请号：US15017903

申请日：2016-02-08

Applicant: International Business Machines Corporation

Inventor： Ramakrishna J. Gorthi ,  Chandrajit G. Joshi ,  Romil J. Shah

IPC: H04W4/02 ,  H04M1/27 ,  G10L17/00

CPC classification number: H04M1/645 ,  G10L15/26 ,  G10L17/00 ,  G10L17/005 ,  G10L17/02 ,  G10L17/06 ,  G10L17/16 ,  G10L17/22 ,  G10L25/51 ,  H04M1/274508 ,  H04M1/573 ,  H04M1/656 ,  H04M1/72519 ,  H04M3/42025 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/42221 ,  H04M3/42357 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2250/60 ,  H04M2250/68 ,  H04M2250/74

Abstract: A computer detects a connected voice or video call between participants and records a brief media sample. Speech recognition is utilized to determine when the call is connected as well as to transcribe the content of the audio portion of the media sample. The recorded media sample and transcribed content is associated with the connected voice or video call such that a user may reference it at a later point. The computer additionally suggests creating or editing contact information associated with the participants of the connected voice or video call based on the transcribed content.

Abstract translation: 计算机检测参与者之间连接的语音或视频通话，并记录简短的媒体样本。 语音识别用于确定呼叫何时连接以及转录媒体样本的音频部分的内容。 记录的媒体样本和转录的内容与所连接的语音或视频呼叫相关联，使得用户可以稍后引用它。 计算机还建议基于转录的内容创建或编辑与所连接的语音或视频呼叫的参与者相关联的联系人信息。

公开(公告)号：US09444934B2

公开(公告)日：2016-09-13

申请号：US14505111

申请日：2014-10-02

Applicant: Nedelco, Inc.

Inventor： Phillip C. Nelson ,  John Nelson ,  Gerald D. Warren

IPC: H04M3/493 ,  G09B21/00 ,  G10L15/26 ,  H04M3/42 ,  G10L15/22 ,  G10L17/00

CPC classification number: H04M3/4936 ,  G09B21/009 ,  G10L15/26 ,  G10L17/00 ,  G10L2015/227 ,  H04M3/42391 ,  H04M3/5183 ,  H04M2201/405 ,  H04M2201/41

Abstract: An illustrative method includes receiving, at a processor of a computing device, an audio voice signal of a first call participant during a first call, where the first call is a communication across a communication network. The method further includes determining an identity of the first call participant and determining a speech to text profile associated with the identity of the first call participant, where the speech to text profile includes at least one rule for transcribing a word in the audio voice signal into text. The method further includes generating a text output, where the text output is a transcribed version of a plurality of words identified in the audio voice signal of the first call participant. At least one of the plurality of words identified is identified using the at least one rule.

Abstract translation: 一种说明性方法包括在第一呼叫期间在计算设备的处理器处接收第一呼叫参与者的音频语音信号，其中第一呼叫是通过通信网络的通信。 该方法还包括确定第一呼叫参与者的身份，并确定与第一呼叫参与者的身份相关联的文本简档的语音，其中语音到文本简档包括用于将音频语音信号中的单词转录成至少一个规则 文本。 该方法还包括生成文本输出，其中文本输出是在第一呼叫参与者的音频语音信号中识别的多个单词的转录版本。 使用至少一个规则识别所识别的多个单词中的至少一个。

公开(公告)号：US09396182B2

公开(公告)日：2016-07-19

申请号：US14677666

申请日：2015-04-02

Applicant: ZipDX LLC

Inventor： David Frankel ,  Barry Slaughter Olsen

IPC: G06F17/20 ,  G06F17/28 ,  H04M3/56 ,  G10L15/00

CPC classification number: G06F17/28 ,  G10L15/005 ,  H04M3/568 ,  H04M2201/41 ,  H04M2242/12 ,  H04M2250/58

Abstract: The present invention relates to a new method and system for use of a multi-protocol conference bridge, and more specifically a new multi-language conference bridge system and method of use where different cues, such as an attenuated voice of an original non-interpreted speaker, is used to improve the flow of information over the system.