公开(公告)号：US20160381223A1

公开(公告)日：2016-12-29

申请号：US15261826

申请日：2016-09-09

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Yevgeniy Petrovykh ,  Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Alex Petrov

IPC: H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5231 ,  G06Q10/06311 ,  H04M3/5158 ,  H04M3/5191 ,  H04M2203/2072 ,  H04M2242/28

Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.

公开(公告)号：US09426287B2

公开(公告)日：2016-08-23

申请号：US14702837

申请日：2015-05-04

Applicant: James Siminoff

Inventor： James Siminoff

IPC: H04M3/00 ,  H04M3/42 ,  H04M3/432

CPC classification number: H04M3/432 ,  H04M3/00 ,  H04M2242/28 ,  H04W68/00

Abstract: A computer system for connecting a user to a scheduled call, including a processor in communication with non-volatile memory and code for receiving a user phone number where the user may be contacted and information allowing access to the user's calendar or email, code for accessing the user's calendar or email and identifying the scheduled call in the user's calendar or email, the scheduled call having information including at least a scheduled call number and a scheduled call time, code for placing a call to the scheduled call number before the scheduled call time, code for placing a call to the user at the user phone number before the scheduled call time, code for confirming the user has answered the call to the user, and code for connecting the call to the user to the call to the scheduled call number.

公开(公告)号：US20160094709A1

公开(公告)日：2016-03-31

申请号：US14500577

申请日：2014-09-29

Applicant: QUALCOMM Incorporated

Inventor： Sabyasachi BHATTACHARYA ,  Suman YELATI

IPC: H04M3/424 ,  H04M3/42

CPC classification number: H04M3/424 ,  H04L51/043 ,  H04L51/36 ,  H04M1/72552 ,  H04M1/72566 ,  H04M1/72583 ,  H04M3/42374 ,  H04M3/42382 ,  H04M3/46 ,  H04M2203/2072 ,  H04M2242/28 ,  H04M2250/60 ,  H04M2250/66

Abstract: A user device collects data corresponding to a plurality of communication options used by the user device to communicate with a contact. The data includes for each communication option, a time of last successful communication between the user device and the contact via the communication option. The communication options may include voice-mode communication options such as telephone numbers, and data-mode communication options such as e-mail addresses, instant messaging identifications, and social media identifications. In response to a failed attempt to communicate with the contact, the user device presents the plurality of communication options in a presentation through an interface of the user device. The presentation lists each of the plurality of communication options based on a probability of establishing a successful communication with the contact for each of the plurality of communication options.

Abstract translation: 用户设备收集与用户设备用于与联系人通信的多个通信选项相对应的数据。 数据包括每个通信选项，通过通信选项，用户设备和联系人之间最后一次成功通信的时间。 通信选项可以包括语音模式通信选项，例如电话号码和数据模式通信选项，例如电子邮件地址，即时消息标识和社交媒体标识。 响应于与联系人通信的尝试失败，用户设备通过用户设备的接口在呈现中呈现多个通信选项。 该呈现基于与多个通信选项中的每一个的联系人建立成功通信的概率，列出多个通信选项中的每一个。

公开(公告)号：US20160088156A1

公开(公告)日：2016-03-24

申请号：US14961568

申请日：2015-12-07

Applicant: RingCentral, Inc.

Inventor： Vlad Vendrow ,  Bruce Young ,  Praful Shah ,  Boris Elpiner ,  Vladimir Shmunis

IPC: H04M3/523 ,  H04W12/06 ,  H04W4/02 ,  H04M3/42 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/42246 ,  H04M3/4234 ,  H04M3/5125 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5234 ,  H04M2207/18 ,  H04M2242/28 ,  H04W4/02 ,  H04W4/023 ,  H04W12/06

Abstract: A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA's availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA's availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.

Abstract translation: 在启用呼叫排队的虚拟专用交换机（vPBX）中，可以将移动设备分配给配置为队列代理（“QA”）的分机。 这个和其他移动或固定设备可以互连以形成虚拟呼叫中心。 每个分机可以分配各种规则，其中规定了分机上的来电应答如何，以及如何选择呼叫队列中的呼叫以通过质量检查来应答。 作为规则的一部分，vPBX系统根据QA的可用性状态将呼叫从呼叫队列转发到质量保证。 如果位置感知移动设备与QA相关联，则vPBX系统可以基于移动设备的地理位置来确定QA的可用性状态。 可以选择最接近地理位置的代理来应答呼叫。

公开(公告)号：US20150312878A1

公开(公告)日：2015-10-29

申请号：US14648972

申请日：2013-11-13

Applicant: SONY CORPORATION

Inventor： Takashi OGATA ,  Masanori KATSU

IPC: H04W64/00 ,  H04W24/08

CPC classification number: H04W64/003 ,  H04M3/42365 ,  H04M2242/28 ,  H04M2242/30 ,  H04W24/08 ,  H04W64/00 ,  H04W64/006 ,  H04W88/02

Abstract: Provided is an information processing apparatus including: a wireless station information acquisition unit which acquires information showing wireless stations with which a terminal apparatus is capable of communicating; a clustering unit which generates a wireless station cluster by clustering the wireless stations based on a time at which the wireless stations are capable of communicating with the terminal apparatus; and a stay detection unit which detects a state in which the terminal apparatus is capable of communicating with wireless stations included in the wireless station cluster as a state in which the terminal apparatus is staying at a location corresponding to the wireless station cluster.

Abstract translation: 提供一种信息处理设备，包括：无线站信息获取单元，其获取示出终端设备能够通信的无线站的信息; 聚类单元，其基于所述无线站能够与所述终端装置进行通信的时间，通过对所述无线站进行聚类来生成无线站群; 以及停留检测单元，其检测终端装置能够与包括在无线站群中的无线站通信的状态作为终端装置停留在与无线站群对应的位置的状态。

公开(公告)号：US20150049869A1

公开(公告)日：2015-02-19

申请号：US13969442

申请日：2013-08-16

Applicant: Yevgeniy Petrovykh ,  Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Alex Petrov

Inventor： Yevgeniy Petrovykh ,  Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Alex Petrov

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5231 ,  G06Q10/06311 ,  H04M3/5158 ,  H04M3/5191 ,  H04M2203/2072 ,  H04M2242/28

Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.

Abstract translation: 提供了一种装置并且包括处理器和存储器，所述存储器存储当由处理器从非暂时物理介质执行时使处理器检测何时接收到针对调度处理配置的交互请求或其他方式的指令 注册在与联络中心相关联的服务接入点处，从请求中识别调度数据，并将调度数据连同请求标识和位置标识符一起添加到调度和报告应用中，响应于确定 要处理调度的交互请求，并根据调度数据路由或引起交互请求的处理。 根据一个实施例，调度数据包括用于处理请求的调度时间和日期。

公开(公告)号：US08885813B2

公开(公告)日：2014-11-11

申请号：US12620641

申请日：2009-11-18

Applicant: Vlad Vendrow ,  Bruce Young ,  Praful Shah ,  Boris Elpiner ,  Vladimir Shmunis

Inventor： Vlad Vendrow ,  Bruce Young ,  Praful Shah ,  Boris Elpiner ,  Vladimir Shmunis

IPC: H04M3/00 ,  H04W24/00 ,  H04M3/523 ,  H04M3/42

CPC classification number: H04M3/5233 ,  H04M3/42246 ,  H04M3/4234 ,  H04M3/5125 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5234 ,  H04M2207/18 ,  H04M2242/28 ,  H04W4/02 ,  H04W4/023 ,  H04W12/06

Abstract: A mobile device can be assigned to an extension configured as a Queue Agent (“QA”) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA's availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA's availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.

Abstract translation: 在启用呼叫排队的虚拟专用交换机（vPBX）中，可以将移动设备分配给配置为队列代理（“QA”）的分机。 这个和其他移动或固定设备可以互连以形成虚拟呼叫中心。 每个分机可以分配各种规则，其中规定了分机上的来电应答如何，以及如何选择呼叫队列中的呼叫以通过质量检查来应答。 作为规则的一部分，vPBX系统根据QA的可用性状态将呼叫从呼叫队列转发到质量保证。 如果位置感知移动设备与QA相关联，则vPBX系统可以基于移动设备的地理位置来确定QA的可用性状态。 可以选择最接近地理位置的代理来应答呼叫。

公开(公告)号：US08838077B2

公开(公告)日：2014-09-16

申请号：US12874893

申请日：2010-09-02

Applicant: Michelle Felt ,  Farida Saeed ,  Donald H. Relyea

Inventor： Michelle Felt ,  Farida Saeed ,  Donald H. Relyea

IPC: H04M3/42 ,  H04M3/38 ,  H04W12/08 ,  H04W12/06 ,  H04W52/02 ,  H04L29/08

CPC classification number: H04M3/382 ,  H04L67/306 ,  H04M2203/2072 ,  H04M2242/28 ,  H04W12/06 ,  H04W12/08 ,  H04W52/0258

Abstract: An exemplary method includes a mobile services access management system maintaining a mobile services access schedule associated with a mobile access device, the mobile services access schedule specifying one or more restricted access time periods during which access by the mobile access device to one or more mobile services requires entry of a predetermined access code, receiving a request to access at least one mobile service within the one or more mobile services during one of the one or more restricted access time periods, receiving entry of a predetermined access code in conjunction with the request, granting the mobile access device access to the at least one mobile service, and providing a notification of the access to a predetermined recipient. Corresponding methods and systems are also disclosed.

Abstract translation: 一种示例性方法包括维护与移动接入设备相关联的移动业务接入调度的移动业务接入管理系统，该移动业务接入调度指定一个或多个被限制的接入时间段，在该时间段期间，移动接入设备接入一个或多个移动业务 需要输入预定的访问代码，在所述一个或多个受限访问时间段期间的一个或多个受限访问时间段期间接收访问所述一个或多个移动服务内的至少一个移动服务的请求，接收与所述请求相结合的预定访问代码的输入， 授权所述移动接入设备接入所述至少一个移动业务，以及提供对预定接收者的接入的通知。 还公开了相应的方法和系统。

公开(公告)号：US08406409B2

公开(公告)日：2013-03-26

申请号：US13345191

申请日：2012-01-06

Applicant: Michael Smith ,  Michael Connelly

Inventor： Michael Smith ,  Michael Connelly

IPC: H04M3/42

CPC classification number: H04M3/436 ,  H04M3/2281 ,  H04M3/42059 ,  H04M3/42153 ,  H04M2203/2044 ,  H04M2242/28

Abstract: A method is described for call treatment based on user association with one or more user groups. The method includes receiving a phone call from a call source that is directed to a call recipient, identifying a user group associated with the call recipient, and determining a number of received indications assigned to the user group. The received indications are assigned to the user group by users associated with the user group, and the received indications reflect a desire by the users for a special treatment of future calls from the call source. The method also includes distinguishing treatment of the phone call from the call source based on the number of received indications.

Abstract translation: 基于与一个或多个用户组的用户关联来描述用于呼叫处理的方法。 该方法包括：接收来自呼叫源的电话呼叫，所述呼叫指向呼叫接收者，识别与所述呼叫接收者相关联的用户组，以及确定分配给所述用户组的接收指示的数量。 接收到的指示由与用户组相关联的用户分配给用户组，并且接收到的指示反映了用户对来自呼叫源的未来呼叫的特殊处理的期望。 该方法还包括基于接收到的指示的数量来区分来自呼叫源的电话呼叫的处理。

公开(公告)号：US20050105510A1

公开(公告)日：2005-05-19

申请号：US10720971

申请日：2003-11-24

Applicant: Craig Reding ,  Mahesh Rajagopalan ,  Alin D'Silva ,  Ziauddin Majid ,  Satya Raju ,  John Reformato ,  Shadman Zafar

Inventor： Craig Reding ,  Mahesh Rajagopalan ,  Alin D'Silva ,  Ziauddin Majid ,  Satya Raju ,  John Reformato ,  Shadman Zafar

IPC: H04L12/66

CPC classification number: H04M3/54 ,  H04M3/42263 ,  H04M2207/12 ,  H04M2242/28 ,  H04Q3/0037 ,  H04Q2213/13093 ,  H04Q2213/13098 ,  H04Q2213/13196 ,  H04Q2213/13282 ,  H04Q2213/13345 ,  H04Q2213/13378 ,  H04W4/16

Abstract: Methods and Systems are provided for managing one or more communications lines associated with a user of a communications network. A service center may receive from a user line management information regarding one or more of the user's communications lines. This line management information may include a request from the user to handle all calls to the communications line in a particular manner (e.g., forward all calls to a different number). This line management information may also include information regarding scheduling the handling of calls to the communications line (e.g., scheduling call forwarding) or a request to handle calls differently based on information identifying the origination of the call (e.g., caller-ID). The service center may then forward instructions to the communications network such that the components (e.g., SSP or SCP) of the communications network implement the user's modifications. Additionally, the service center may be provided with information, in real-time, regarding a call to the communications line that may include, for example, the caller-ID for the incoming call. The service center may then determine how the call should be handled and forward instructions to the communications network to handle the call according to the user's requests.

Abstract translation: 提供了用于管理与通信网络的用户相关联的一个或多个通信线路的方法和系统。 服务中心可以从用户线接收关于用户通信线路中的一个或多个的管理信息。 该线路管理信息可以包括来自用户的以特定方式处理对通信线路的所有呼叫的请求（例如，将所有呼叫转发到不同号码）。 该线路管理信息还可以包括关于基于识别呼叫发起的信息（例如，呼叫者ID）来调度对通信线路的呼叫的处理（例如，调度呼叫转移）或不同地处理呼叫的请求的信息。 服务中心然后可以将指令转发到通信网络，使得通信网络的组件（例如，SSP或SCP）实现用户的修改。 此外，服务中心可以实时地提供关于可能包括例如呼入呼叫的呼叫者ID的通信线路的呼叫的信息。 然后，服务中心可以根据用户的请求确定如何处理呼叫并且转发指令到通信网络来处理呼叫。