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公开(公告)号：US10264129B2
公开(公告)日：2019-04-16
申请号：US15923908
申请日：2018-03-16
发明人： Brian Bischoff , Gregg Kerlin , Henry Lum , Donald Huovinen , Tamal Islam , Terry Stocking , David H. Anderson , Galina Kovalenko , Bernard Bretherton , Vyacheslav Sayko
摘要： A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service.
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42.发明授权公开(公告)号：US10250750B2
公开(公告)日：2019-04-02
申请号：US15892364
申请日：2018-02-08
发明人： Nikolay Anisimov , Yevgeniy Petrovykh , Mark Scott
摘要： In a contact center, a system for processing communication events has an interaction server for managing events waiting to be routed, a routing server for routing the events, a rules engine, and a gateway server executing rules invocation logic and interacting with the rules engine. The interaction server tracks incoming events, initiates and sends a routing request to the routing server, including a special routing object, for each event that requires conformance to business rules, the routing server, executing the routing object, sends an execution request to the gateway server, which upon receipt of the request prepares a business object model (BOM), being a set of facts upon which the rules engine executes rules appropriate to the facts, resulting in routing direction for the routing server to route the event.
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公开(公告)号：US10225407B2
公开(公告)日：2019-03-05
申请号：US15898174
申请日：2018-02-15
发明人： Todd Hollenberg , Aaron Wellman , Praphul Kumar
摘要： A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.
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公开(公告)号：US10212288B2
公开(公告)日：2019-02-19
申请号：US14340481
申请日：2014-07-24
发明人： Leonid V. Nikeyenkov
摘要： A method for converging telephone numbers and Idata addresses follows the steps of (a) accessing from a first memory location of a communication appliance one of an E.164 telephone number or an IPv6 address; (b) using the E.164 criteria of [Country Code-Identification Code-Subscriber Number 1-Subscriber Number 2-Extension-Ext2-Ext3] for a telephone number, converting that number to an IPv6 hexadecimal notation IP address in the format [ : : : :[ ]:[ :[ ]], and converting in the reverse for an IP address to a telephone number; (c) storing the telephone number or address in a separate memory location of the appliance; and (d) depending on the nature of a communication session initiated by a user, retrieving the appropriate IP address or telephone number as the destination for the communication.
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公开(公告)号：US10158761B2
公开(公告)日：2018-12-18
申请号：US15282972
申请日：2016-09-30
摘要： A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.
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公开(公告)号：US10158757B2
公开(公告)日：2018-12-18
申请号：US15224298
申请日：2016-07-29
摘要： A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
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47.发明授权公开(公告)号：US10154138B2
公开(公告)日：2018-12-11
申请号：US15224143
申请日：2016-07-29
摘要： A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
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公开(公告)号：US10148820B2
公开(公告)日：2018-12-04
申请号：US15785049
申请日：2017-10-16
IPC分类号： H04M3/00 , H04M5/00 , H04L12/66 , H04M3/523 , H04L29/06 , H04M3/51 , H04L29/08 , H04M3/58 , H04M3/42 , H04M3/493 , H04M3/56 , H04M7/00 , H04Q3/72
摘要： A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.
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公开(公告)号：US20180295211A1
公开(公告)日：2018-10-11
申请号：US15481396
申请日：2017-04-06
发明人： Vincent Pirat , Clément Choel , Christian Jacolot
摘要： A system and method for self-deploying applications for a contact center. An executable unit is built for deploying an application for the contact center, and the application and logic for provisioning the application are aggregated into the executable unit. The executable unit is then provided for deployment. When the executable unit is run, logic within the executable unit is configured to automatically register the application on the computing environment, discover and resolve services used by the application, and start the application on the computing environment.
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50.发明申请公开(公告)号：US20180286385A1
公开(公告)日：2018-10-04
申请号：US16000742
申请日：2018-06-05
CPC分类号： G10L15/01 , G10L2015/088
摘要： A system and method are presented for predicting speech recognition performance using accuracy scores in speech recognition systems within the speech analytics field. A keyword set is selected. Figure of Merit (FOM) is computed for the keyword set. Relevant features that describe the word individually and in relation to other words in the language are computed. A mapping from these features to FOM is learned. This mapping can be generalized via a suitable machine learning algorithm and be used to predict FOM for a new keyword. In at least embodiment, the predicted FOM may be used to adjust internals of speech recognition engine to achieve a consistent behavior for all inputs for various settings of confidence values.
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