公开(公告)号：US20080205624A1

公开(公告)日：2008-08-28

申请号：US11680908

申请日：2007-03-01

申请人： BAIJU D. MANDALIA ,  VICTOR S. MOORE ,  WENDI L. NUSBICKEL

发明人： BAIJU D. MANDALIA ,  VICTOR S. MOORE ,  WENDI L. NUSBICKEL

IPC分类号： H04M5/00 ,  G10L15/00

CPC分类号： H04M3/51 ,  G10L17/00 ,  H04M2201/41

摘要： The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.

摘要翻译： 本发明公开了具有说话人识别和验证（SIV）能力的联络中心。 在本发明中，一组联络中心组件可以提供与呼叫者的自动交互式通信，可以为等待与直播代理通信的呼叫者提供队列管理，并且可以提供基于技能的路由以将呼叫者分配给现场代理。 SIV组件可以基于所分析的语音话语的生物特征分析语音话语来确定说话者识别。 另外，SIV组件可以处理来自联络中心会话的语音。 在一个实施例中，SIV组件可以防止呼叫中心不知情的代理发生。 SIV组件也可用于区分通信会话内容是否由联络中心代理或呼叫者发言。

公开(公告)号：US06785741B1

公开(公告)日：2004-08-31

申请号：US09568219

申请日：2000-05-09

申请人： Baiju D. Mandalia ,  Edward J. Dahmus ,  Pnina P. Vortman ,  Ran R. Cohen ,  Uzi U. Shavdron ,  Ann-Marie W. Hoher ,  Vicki L. Colson ,  Paul G. Ringhof ,  Elinor R. Williams

发明人： Baiju D. Mandalia ,  Edward J. Dahmus ,  Pnina P. Vortman ,  Ran R. Cohen ,  Uzi U. Shavdron ,  Ann-Marie W. Hoher ,  Vicki L. Colson ,  Paul G. Ringhof ,  Elinor R. Williams

IPC分类号： G06F1300

CPC分类号： H04M3/5191 ,  H04M3/5166 ,  H04M3/523

摘要： A call director (CD) system and method is disclosed which enables a Virtual Automatic Call Director (ACD) environment with integrated voice response unit (VRU) and Virtual Automatic Call Distributor (VACD) to have a programmable interface with a common script logic so that the complete call flow can be executed in a single process. The disclosed system incorporates a network interface (111), one or more VPU IP telephony servers (112), a MCU configuration/supervision unit (113), Virtual Automatic Call Distributor (VACD) subsystem (114), customer information files (115), and incoming call router (ICR) (104).

摘要翻译： 公开了一种呼叫指导（CD）系统和方法，其使得具有集成语音响应单元（VRU）和虚拟自动呼叫分配器（VACD）的虚拟自动呼叫导向器（ACD）环境具有可编程接口，其具有公共脚本逻辑，使得 完整的呼叫流程可以在单个进程中执行。 所公开的系统包括网络接口（111），一个或多个VPU IP电话服务器（112），MCU配置/监督单元（113），虚拟自动呼叫分配器（VACD）子系统（114），客户信息文件（115） 和来电路由器（ICR）（104）。

公开(公告)号：US06411697B1

公开(公告)日：2002-06-25

申请号：US09315162

申请日：1999-05-20

申请人： Thomas E. Creamer ,  Zygmunt A. Lozinski ,  Baiju D. Mandalia

发明人： Thomas E. Creamer ,  Zygmunt A. Lozinski ,  Baiju D. Mandalia

IPC分类号： H04M342

CPC分类号： H04M3/42153 ,  H04M3/42161 ,  Y10S379/90

摘要： A telephone system provides subscribers with access to a service provider's platform logic and data implemented in any runtime environment. In one embodiment, the service logic is embodied in Java applets and Java beans in a JAVA virtual machine for subscriber personalizing and modifying the service logic. The provider provides the subscriber a tool kit or access to a support server for writing service logic modifications as JAVA beans. The service logic modification is achieved in a process in which the service requirements and objectives are set. The service specifications are designed, implemented, tested, and rolled out. Initial service provisioning and support is provided a subscriber, service modification by the subscriber is made to subscriber data provisioning and subscriber service logic provisions. A modified service logic is locally tested by the subscriber, followed by remote testing of the modification on the service provider's premises. The service provider provisions and then supports the modified service logic.

摘要翻译： 电话系统为用户提供访问服务提供商的平台逻辑和在任何运行时环境中实现的数据。 在一个实施例中，服务逻辑体现在JAVA虚拟机中的Java小应用程序和Java bean中，用于个性化和修改服务逻辑。 提供商向用户提供工具包或访问支持服务器，以将服务逻辑修改写为JAVA bean。 在设置服务要求和目标的过程中实现服务逻辑修改。 服务规范的设计，实施，测试和推出。 初始服务提供和支持为用户提供，订户对服务修改进行用户数据提供和订户服务逻辑规定。 经修改的服务逻辑由用户进行本地测试，随后对服务提供商的处所的修改进行远程测试。 服务提供商规定并支持修改后的服务逻辑。

公开(公告)号：US5634099A

公开(公告)日：1997-05-27

申请号：US352953

申请日：1994-12-09

申请人： Lawrence P. Andrews ,  Derrick Arias ,  Baiju D. Mandalia ,  Oscar E. Ortega ,  John C. Sinibaldi ,  Kevin B. Williams

发明人： Lawrence P. Andrews ,  Derrick Arias ,  Baiju D. Mandalia ,  Oscar E. Ortega ,  John C. Sinibaldi ,  Kevin B. Williams

IPC分类号： G06F13/28 ,  G06F15/17

CPC分类号： G06F13/28

摘要： There is provided a Direct Access Memory Unit (DAu) that is associated with a remote processor module in a multi-processing system. The DAU performs Direct Memory Access (DMA) operations independently of a Central Processing Unit (CPU) in the remote processor module. The CPU requests a DMA by writing information relevant to the DMA to the remote processor's memory. The address of each control block is written to a circular queue, also in the remote processor's memory. The DAU determines if there are any control blocks to process and if so, the DAU will perform the DMA operation (reading data from or writing data to the memory of the host processor), all without the intervention of the CPU of the remote processor module. The CPU adds a new control block by loading its address in a location in the circular queue that is ahead of the circular queue location that the DAU is processing. The CPU can abort a pending DMA request during DAU operations by setting a skip bit in the control block. Upon the completion of performing a DMA request, the DAU will set a complete bit in the control block in the remote processor's memory. An interrupt can also be sent to the CPU, wherein the CPU is advised that a DMA request has been completed. The data in a DMA operation is sent in bursts to a buffer located between two busses having different data transmission rates.

摘要翻译： 提供了与多处理系统中的远程处理器模块相关联的直接存取存储器单元（DAu）。 DAU独立于远程处理器模块中的中央处理器（CPU）执行直接存储器访问（DMA）操作。 CPU通过将与DMA有关的信息写入远程处理器的内存来请求DMA。 每个控制块的地址也写入循环队列，也在远程处理器的内存中。 DAU确定是否有任何控制块进行处理，如果是这样，则DAU将执行DMA操作（从主机处理器的存储器读取数据或向主机处理器写入数据），而无需远程处理器模块的CPU的干预 。 CPU通过将其地址加载到循环队列中位于DAU正在处理的循环队列位置之前的位置来添加新的控制块。 CPU可以在DAU操作期间通过设置控制块中的跳过位来中止待处理的DMA请求。 在执行DMA请求完成后，DAU将在远程处理器的存储器中的控制块中设置完整的位。 中断也可以发送到CPU，其中建议CPU已经完成了DMA请求。 DMA操作中的数据以突发方式发送到位于具有不同数据传输速率的两个总线之间的缓冲器。

公开(公告)号：US5491720A

公开(公告)日：1996-02-13

申请号：US887433

申请日：1992-05-21

申请人： Gordon T. Davis ,  Judith M. Linger ,  Baiju D. Mandalia ,  John C. Sinibaldi ,  William M. Zevin ,  Karl-Heinz Ziegenhain

发明人： Gordon T. Davis ,  Judith M. Linger ,  Baiju D. Mandalia ,  John C. Sinibaldi ,  William M. Zevin ,  Karl-Heinz Ziegenhain

IPC分类号： H04L25/02 ,  H04L27/00 ,  H04L29/06 ,  H04B1/38

CPC分类号： H04L29/06 ,  H04L25/0262 ,  H04L27/0012 ,  H04L69/18

摘要： A method and system in a data communications system for automatically determining a data communication device type and a transmission speed associated with the data communication device type. An incoming communication is detected on a transmission line, and transmit and receive hardware are connected to the transmission line. Next, a sequence of different signals in either a first communication protocol or a second communication protocol are transmitted from a first data communication device via a transmission line. The transmission line is then monitored for a response signal from a second data communication device. The response signal is initiated from the second data communication device in response to receipt of a particular signal within the transmitted sequence of different signals. Utilizing the relationship between the response signal and the transmitted sequence of different signals, a data communication device type and transmission speed are determined, and data communications may then be established between the first data communication device and the second data communication device at an optimal transmission speed.

摘要翻译： 一种用于自动确定与数据通信设备类型相关联的数据通信设备类型和传输速度的数据通信系统中的方法和系统。 在传输线上检测到进入通信，并且发送和接收硬件连接到传输线。 接下来，通过传输线从第一数据通信设备发送第一通信协议或第二通信协议中的不同信号的序列。 然后监测传输线路的来自第二数据通信设备的响应信号。 响应于响应于在所发送的不同信号序列内的特定信号的接收，响应信号从第二数据通信设备发起。 利用响应信号和不同信号的发送序列之间的关系，确定数据通信设备类型和传输速度，然后可以以最佳传输速度在第一数据通信设备和第二数据通信设备之间建立数据通信 。

公开(公告)号：US5420888A

公开(公告)日：1995-05-30

申请号：US886676

申请日：1992-05-21

申请人： Gordon T. Davis ,  Baiju D. Mandalia ,  John C. Sinibaldi

发明人： Gordon T. Davis ,  Baiju D. Mandalia ,  John C. Sinibaldi

IPC分类号： H04L27/152 ,  H04L27/14

CPC分类号： H04L27/1525

摘要： A system and method for efficient operation of a digital signal processor allows execution of a noncoherent FSK demodulation process at the baud rate of the incoming signal. First and second signal detecting channels terminate at a summing junction. A signal sampler for applying a sampled signal to the first and second signal detecting channels. The first and second signal detecting channels each include, in series, a finite impulse response filter for filtering out energy outside a selected bandwidth, automatic gain control and a demodulator. The finite impulse response filter means for the second signal detecting channel further shifts the phase of the sampled signal in the second signal detecting channel approximately 90 degrees relative to the sampled signal in the first signal detecting channel. The demodulator in each signal detecting channel further includes first and second sampled signal transmission paths terminating in a multiplying junction. The first signal transmission path in each demodulator includes a tunable delay line. The decoder takes its input from the summing junction for reproducing a signal indicating presence of a particular frequency or reproduction of the baseband signal.

摘要翻译： 用于数字信号处理器的有效操作的系统和方法允许以输入信号的波特率执行非相干FSK解调过程。 第一和第二信号检测通道终止于加法结。 一种用于将采样信号施加到第一和第二信号检测通道的信号采样器。 第一和第二信号检测通道各自包括用于滤出选定带宽以外的能量的有限脉冲响应滤波器，自动增益控制和解调器。 用于第二信号检测通道的有限脉冲响应滤波器装置进一步使第二信号检测通道中的采样信号的相位相对于第一信号检测通道中的采样信号大约90度。 每个信号检测信道中的解调器还包括终止于乘法结的第一和第二采样信号传输路径。 每个解调器中的第一信号传输路径包括可调延迟线。 解码器从加法结接收其输入，以再现指示特定频率的存在或基带信号的再现的信号。

公开(公告)号：US5263054A

公开(公告)日：1993-11-16

申请号：US886674

申请日：1992-05-21

申请人： Gordon T. Davis ,  Baiju D. Mandalia ,  John C. Sinibaldi ,  William M. Zevin

发明人： Gordon T. Davis ,  Baiju D. Mandalia ,  John C. Sinibaldi ,  William M. Zevin

IPC分类号： H04L25/05 ,  H04L25/38 ,  H04L27/06

CPC分类号： H04L25/05

摘要： An apparatus for efficient computation of a demodulation process on a digital signal processor for a sampled signal, which includes programming a digital signal processor to apply the sampled signal to an interpolating filter to add interpolation samples to the sampled signal, to search the sampled signal for a threshold crossing associated with a start bit, performing a linear interpolation to find a point where the threshold crossing occurs when a threshold crossing is detected, responsive to determining the point of the threshold crossing, determining a center of a start bit when the point of the threshold crossing has been determined, calculating a supplemental delay, and determining center points for subsequent of data bits utilizing the supplemental delay period from the center of the start bit.

摘要翻译： 一种用于对采样信号的数字信号处理器进行解调处理的有效计算的装置，其包括对数字信号处理器进行编程以将采样信号施加到内插滤波器以将采样信号加到采样信号中， 与开始位相关联的阈值交叉，执行线性内插，以在检测到阈值交叉时发现阈值交叉发生的点，响应于确定阈值交叉点，确定起点的中心，当点 已经确定了阈值交叉，计算补充延迟，并且利用来自起始位的中心的补充延迟周期来确定随后的数据位的中心点。

公开(公告)号：US4899366A

公开(公告)日：1990-02-06

申请号：US227582

申请日：1988-08-02

申请人： Gordon T. Davis ,  Baiju D. Mandalia

发明人： Gordon T. Davis ,  Baiju D. Mandalia

IPC分类号： H04B3/04 ,  H04L7/02

CPC分类号： H04L7/0058

摘要： In a modem receiver having a fixed sample rate relative to incoming symbols and a tapped delay adaptive equalizer with fractional tap spacing, coefficients used in the equalization computations are rotated relative to a reference tap in order to compensate for relative drift between incoming signals, representing real (i.e. non-training) data, and the clock controlling sampling. By itself, such rotation would tend to distort received data by shifting the sampling phase away from the center of the received symbols. Logic means included herewith operates to prevent such distortion, so that the integrity of the data output of the receiver is unaffected by the rotation. In the disclosed embodiment, such logic means operates to shift the phase of the "sum of products" computation (product of data and tap coefficients) relative to the flow of data into the fractionally spaced delay network. Since the present receiver does not require synchronization with incoming symbols it is well adapted to function in environments where such synchronization would be difficult to provide; for example, in situations where data transmitted at various baud rates is received via a digital carrier trunk and requires equalization or comparable filter processing.

公开(公告)号：US4849706A

公开(公告)日：1989-07-18

申请号：US214250

申请日：1988-07-01

申请人： Gordon T. Davis ,  Baiju D. Mandalia

发明人： Gordon T. Davis ,  Baiju D. Mandalia

IPC分类号： H04L27/20 ,  H04L27/18 ,  H04L27/227 ,  H04L27/233

CPC分类号： H04L27/2331

摘要： A demodulator mechanism is described for demodulating differential phase modulated carrier signals. This demodulator mechanism solves the following two equations:U=K[R2(R1-S1)+S2(R1+S1)]V=K[R2(R1+S1)-S2(R1-S1)]where U denotes a first baseband modulation component of the received carrier signal, V denotes a second baseband modulation component of the received carrier signal, K denotes a proportionality constant, R2 denotes the received carrier signal, R1 denotes a delayed version of the received carrier signal which has been delayed by one baud period relative to the received carrier signal, S2 denotes a 90.degree. phase shifted version of the received carrier signal and S1 denotes a delayed version of the phase shifted carrier signal which has been delayed by one baud period relative to the phase shifted carrier signal. Both analog and digital implementations of the demodulator mechanism are described. Double frequency terms are automatically cancelled and no post detection filtering is required for this purpose.

公开(公告)号：US08706501B2

公开(公告)日：2014-04-22

申请号：US11007985

申请日：2004-12-09

申请人： Baiju D. Mandalia ,  Pradeep P. Mansey

发明人： Baiju D. Mandalia ,  Pradeep P. Mansey

IPC分类号： G10L15/00 ,  G10L25/00 ,  H04M7/00 ,  H04L12/58 ,  H04W36/00 ,  H04W40/00

CPC分类号： G10L15/30 ,  G10L13/00

摘要： A method and system (40) for sharing speech processing resources (54) over a (communication network (21) for handling multiple client types (100, 101, etc.) and multiple media protocol types. The system can include a router (400) coupled to the communication network, a speech response system (500) coupled to the router, and a server (600) coupled to the speech response system and the router. The server can include at least one processor programmed to determine a media protocol and a client type of a client used for speech communication with the server, adapt at least one among encoding or decoding for the speech communication based on the media protocol and the client type, and dynamically and adaptively configure of the speech processing resources based on the media protocol and the client type.

摘要翻译： 一种用于在通信网络（21）上共享用于处理多种客户端类型（100,101等）和多种媒体协议类型的语音处理资源（54）的方法和系统（40），该系统可以包括路由器（400 ）耦合到所述通信网络，耦合到所述路由器的语音响应系统（500）以及耦合到所述语音响应系统和所述路由器的服务器（600）。所述服务器可以包括至少一个处理器，其被编程以确定媒体协议和 用于与服务器的语音通信的客户端类型，基于媒体协议和客户端类型来适应用于语音通信的编码或解码中的至少一个，并且基于媒体动态地和适应地配置语音处理资源 协议和客户端类型。