公开(公告)号：US20160269560A1

公开(公告)日：2016-09-15

申请号：US14644013

申请日：2015-03-10

申请人： Fortinet, Inc.

发明人： Sekhar Sumanth Gorajala Chandra

IPC分类号： H04M3/54 ,  H04M3/42 ,  H04M3/22

CPC分类号： H04M3/2218 ,  H04M3/42195 ,  H04M3/546 ,  H04M2203/551

摘要： Systems and methods for intelligently routing an incoming telephone call to an internal extension based on the calling history are provided. According to one embodiment, a session log is maintained by a call monitor of a telephone system. The session log contains multiple call session records relating to telephone calls between internal extension numbers and external telephone numbers. An incoming telephone call from a telephone external to the telephone system is received by the call monitor. The session log is searched by the call monitor for a call session record corresponding to the external telephone number. When a result of the searching meets one or more predetermined or configurable conditions, then a switch of the telephone system is caused by the call monitor to route the incoming telephone call to one of the internal extension numbers.

摘要翻译： 提供了基于呼叫历史智能地将入局电话呼叫路由到内部分机的系统和方法。 根据一个实施例，会话日志由电话系统的呼叫监视器维护。 会话日志包含与内部分机号码和外部电话号码之间的电话呼叫有关的多个呼叫会话记录。 由呼叫监视器接收来自电话系统外部的电话的呼入电话。 由呼叫监视器搜索对应于外部电话号码的呼叫会话记录的会话日志。 当搜索结果满足一个或多个预定或可配置的条件时，电话系统的切换是由呼叫监视器引起的，将呼入的电话呼叫路由到一个内部分机号码。

公开(公告)号：US20160269553A1

公开(公告)日：2016-09-15

申请号：US15162421

申请日：2016-05-23

申请人： Future Dial, Inc.

发明人： George Huang ,  Dwight Sing Huang

IPC分类号： H04M3/42 ,  H04W4/16 ,  H04M3/51

CPC分类号： H04M3/42059 ,  H04M3/42068 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2203/551 ,  H04W4/02 ,  H04W4/16

摘要： A system and method for providing assistance to a customer of a computing device. In one aspect, an incoming call is received from a device of a customer; a check for identification of the customer is done; an event history of the device is obtained; and a solution is provided to the customer using the event history. In another aspect, a method includes: receiving a code from a mobile computing device; and in response to receiving the code, calculating at least one set of data for use in guiding a request of a customer for service to a resource that can provide a suggested remedy. In another aspect, a method includes: identifying a user associated with a mobile computing device; determining an event history of the mobile computing device; and providing guidance to resolve an issue based on the event history.

摘要翻译： 一种用于向计算设备的客户提供帮助的系统和方法。 一方面，从客户的设备接收来话呼叫; 完成对客户识别的检查; 获得设备的事件历史; 并且使用事件历史向客户提供解决方案。 在另一方面，一种方法包括：从移动计算设备接收代码; 并且响应于接收到代码，计算至少一组数据以用于将顾客的服务请求引导到可以提供建议的补救措施的资源。 在另一方面，一种方法包括：识别与移动计算设备相关联的用户; 确定所述移动计算设备的事件历史; 并根据事件历史提供解决问题的指导。

公开(公告)号：US09438732B2

公开(公告)日：2016-09-06

申请号：US14021889

申请日：2013-09-09

申请人： Avaya Inc.

发明人： David Skiba ,  George W. Erhart ,  Lee Becker ,  Valentine C. Matula

IPC分类号： G10L21/00 ,  H04M3/51 ,  G06F17/28 ,  G06Q50/00 ,  G10L15/18 ,  H04L12/58 ,  G06F17/27

CPC分类号： H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

摘要： A contact center system can receive messages from social media sites or centers. The messages may be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language.

摘要翻译： 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能是外语。 系统可以通过在社交媒体消息中识别消息/积极情绪的内容来查看消息，然后在消息中识别种子字词。 种子术语可以是另一种语言的单词，不同于消息体。 然后使用种子术语来查找与种子术语相关的一种或多种其他外语词。 其他消息中找到的单词的识别可以用于确定外语的情绪。

公开(公告)号：US09432506B2

公开(公告)日：2016-08-30

申请号：US14581446

申请日：2014-12-23

申请人： Intel Corporation

发明人： Igor Tatourian ,  Rita H Wouhaybi ,  Hong Li ,  Tobias Kohlenberg

IPC分类号： H04M3/42 ,  H04M3/436 ,  H04W4/16 ,  H04W4/12

CPC分类号： H04M3/436 ,  H04M3/42059 ,  H04M3/4365 ,  H04M19/04 ,  H04M2203/551 ,  H04M2203/556 ,  H04M2250/60 ,  H04W4/12 ,  H04W4/16

摘要： Various systems and methods for a collaborative phone reputation system are described herein. A system for implementing a collaborative phone reputation system includes a compute device comprising: a call handling module to detect, at the compute device, an incoming call for a user of the compute device; a scoring module to determine a local probabilistic score that the incoming call is desirable for the user; and an execution module to perform an action at the compute device based on the local probabilistic score.

摘要翻译： 这里描述了用于协作电话信誉系统的各种系统和方法。 一种用于实现协同电话信誉系统的系统包括计算设备，包括：呼叫处理模块，用于在所述计算设备处检测所述计算设备的用户的呼入; 用于确定来话呼叫对于用户是期望的本地概率得分的评分模块; 以及执行模块，用于基于所述局部概率分数在所述计算设备处执行动作。

公开(公告)号：US20160246469A1

公开(公告)日：2016-08-25

申请号：US15145353

申请日：2016-05-03

申请人： Google Inc.

发明人： Benjamin David Eidelson ,  Randall Sarafa ,  Mayur Kamat ,  Ujjwal Singh ,  Peter Pawlowski ,  Richard Fulcher ,  Peter Ng ,  Evan Stephen Millar ,  Rhett Robinson

IPC分类号： G06F3/0484 ,  H04L12/58 ,  H04N7/15

CPC分类号： G06F3/0484 ,  G06Q10/107 ,  H04L12/1813 ,  H04L12/1831 ,  H04L51/32 ,  H04L51/36 ,  H04M3/563 ,  H04M3/567 ,  H04M2201/38 ,  H04M2203/551 ,  H04N7/155 ,  H04N7/157

摘要： Systems, methods and computer readable media for persistent conversations are described. In some implementations, a method can include receiving a communication message sent from a first user to at least one other user, and generating a persistent conversation object having a conversation content section and conversation state information. The method can also include storing the communication message in the conversation content section of the persistent conversation object, and forwarding the communication message to the at least one other user. The method can further include updating the conversation state information to reflect the receiving, storing and forwarding of the communication message.

摘要翻译： 描述用于持久对话的系统，方法和计算机可读介质。 在一些实现中，方法可以包括从第一用户发送到至少一个其他用户的通信消息，以及生成具有对话内容部分和对话状态信息的持久对话对象。 该方法还可以包括将通信消息存储在永久会话对象的会话内容部分中，并将通信消息转发给至少一个其他用户。 该方法还可以包括更新对话状态信息以反映通信消息的接收，存储和转发。

公开(公告)号：US20160241712A1

公开(公告)日：2016-08-18

申请号：US14622718

申请日：2015-02-13

申请人： Avaya Inc.

发明人： Lorraine Denby ,  Wen-Hua Ju ,  Patrick Tendick

IPC分类号： H04M3/493

CPC分类号： H04M3/5166 ,  H04M7/0042 ,  H04M2203/551 ,  H04M2203/556

摘要： In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

摘要翻译： 为了提供更好的服务与自助服务应用程序，用户和自助服务应用程序之间的通信会话的标准。 基于指标，确定可能预测与自助服务应用程序的通信会话的初始结果的模式。 响应于确定该模式将可能预测与自助服务应用的通信会话的初始结果，在通信会话中管理用户的方式被改变。 例如，如果检测到可能导致呼叫者放弃语音呼叫的特定IVR响应模式，则可以将语音呼叫从IVR系统自动传送到联络中心代理。 这提高了客户满意度和更好地利用联络中心资源。

公开(公告)号：US09420108B1

公开(公告)日：2016-08-16

申请号：US14966491

申请日：2015-12-11

申请人： International Business Machines Corporation

发明人： James E. Bostick ,  Hernan A. Cunico ,  John M. Ganci, Jr. ,  Sarbajit K. Rakshit

IPC分类号： H04M3/42 ,  H04M3/56 ,  H04L29/06 ,  H04M3/493

CPC分类号： H04M3/56 ,  H04L65/1093 ,  H04L65/4015 ,  H04L65/403 ,  H04L67/18 ,  H04L67/22 ,  H04L67/306 ,  H04M3/4936 ,  H04M3/564 ,  H04M3/565 ,  H04M3/568 ,  H04M2203/551 ,  H04W4/06

摘要： Embodiments of the present invention provide a method and system for determining participants for a conference call where the participants may be selected based on similar attributes as well as the descriptions of the conference call. Additionally, the conference call may be split into smaller breakout sessions, further separating the participants based on various attributes. Further, the conference call participants may be shuffled thereby creating different breakout sessions with different participants with like attributes. The conference call including the selected participants is initiated.

摘要翻译： 本发明的实施例提供了一种用于确定电话会议的参与者的方法和系统，其中可以基于类似的属性以及电话会议的描述来选择参与者。 此外，电话会议可以被分割成更小的分组会话，基于各种属性进一步分离参与者。 此外，电话会议参与者可以被洗牌，从而与具有相似属性的不同参与者创建不同的分组会话。 启动包括所选参与者的电话会议。

公开(公告)号：US09420095B2

公开(公告)日：2016-08-16

申请号：US13461344

申请日：2012-05-01

申请人： Joel Frederick

发明人： Joel Frederick

IPC分类号： H04M3/44

CPC分类号： H04M3/44 ,  H04M2203/551

摘要： Methods are provided for managing communications over a communications routing network. A data store is maintained of records of communications links established over the communications routing network between a first endpoint of the communications routing network and multiple second endpoints of the communications routing network distinct from the first endpoint. A frequency analysis is performed of the second endpoints to identify a frequency of establishing a communications link between the first endpoint and each of the second endpoints. A list is generated of a subset of the second endpoints in accordance with a result of the frequency analysis.

摘要翻译： 提供了用于通过通信路由网络管理通信的方法。 在通信路由网络的第一端点与不同于第一端点的通信路由网络的多个第二端点之间通过通信路由网络建立的通信链路的记录的数据存储被维护。 执行第二端点的频率分析以识别在第一端点和每个第二端点之间建立通信链路的频率。 根据频率分析的结果生成第二端点的子集的列表。

公开(公告)号：US09374454B1

公开(公告)日：2016-06-21

申请号：US14105687

申请日：2013-12-13

申请人： West Corporation

发明人： Douglas L. Davis

IPC分类号： H04M3/436 ,  H04M3/38 ,  H04M3/36

CPC分类号： H04M3/38 ,  H04M3/367 ,  H04M3/42059 ,  H04M3/42102 ,  H04M3/436 ,  H04M3/543 ,  H04M2203/551

摘要： A system, method and non-transitory computer readable storage medium comprising instructions that when read by a processor perform receiving a telephony connection request at a location in a telephony network, the location separated from the intended recipient of the telephony connection request by a target telephony network, determining addressing information regarding the intended recipient, the addressing information including at least routing information or a phone number, accessing a do-not-call list, the do-not-call-list including one or more telephony recipients and recipient addressing information for each telephony recipient, the recipient addressing information including at least routing information or a phone number, and determining whether the target addressing information matches any recipient addressing information.

摘要翻译： 一种包括指令的系统，方法和非暂时性计算机可读存储介质，所述指令当由处理器读取时执行在电话网络中的位置处接收电话连接请求，所述位置与所述电话连接请求的预期接收者由目标电话 网络，确定关于预期接收者的寻址信息，寻址信息至少包括路由信息或电话号码，访问不呼叫列表，不包括呼叫列表，包括一个或多个电话接收者和接收者寻址信息 对于每个电话接收者，接收者寻址信息至少包括路由信息或电话号码，以及确定目标寻址信息是否匹配任何接收者寻址信息。

公开(公告)号：US20160119476A1

公开(公告)日：2016-04-28

申请号：US14989102

申请日：2016-01-06

申请人： AT&T INTELLECTUAL PROPERTY I, L.P. ,  AT&T Mobility II LLC

发明人： Ted STINE ,  Joseph Anthony SPEENEY

IPC分类号： H04M3/51

CPC分类号： H04M3/493 ,  H04L51/02 ,  H04L67/18 ,  H04L67/22 ,  H04L67/306 ,  H04M3/42068 ,  H04M3/42357 ,  H04M3/5166 ,  H04M3/5183 ,  H04M2203/357 ,  H04M2203/551 ,  H04M2203/555

摘要： A method for personalizing communication services includes setting a series of selectable options as a default for a system that provides personalized communication services. When a communication from an initiating party is received, a computer of the system automatically determines, based on environmental data provided for the communication independent of information provided by the initiating party during the communication, predictive information that predicts potential objectives potentially sought by the initiating party in initiating the communication. Probabilities are assigned, based on the predictive information, that selectable options will address the potential objectives. The default series of selectable options are dynamically updated based on the assigned probabilities. Communications with the initiating party are in accordance with a script that includes the dynamically updated series of selectable options.

摘要翻译： 用于个性化通信服务的方法包括将一系列可选择的选项设置为提供个性化通信服务的系统的默认选项。 当接收到来自发起方的通信时，系统的计算机基于为通信而提供的环境数据自动地确定预定信息，该信息预测了发起方可能寻求的潜在目标，独立于发起方在通信期间提供的信息 在启动通信。 基于预测信息分配概率，可选择的方案将解决潜在的目标。 基于分配的概率，可选择的选项的默认系列是动态更新的。 与发起方的通信符合包含动态更新的可选择选项系列的脚本。