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公开(公告)号：US08428243B2
公开(公告)日：2013-04-23
申请号：US12339575
申请日：2008-12-19
CPC分类号： H04L41/0686 , H04L65/1096 , H04M3/58 , H04Q3/0016 , H04Q2213/13034 , H04Q2213/13196 , H04Q2213/1328 , H04Q2213/13389 , H04Q2213/13405
摘要： Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command.
摘要翻译： 公开了用于提供用于中继线独立网关转接呼叫的方法和系统的技术。 在一个特定的示例性实施例中，技术可以被实现为计算机实现的方法，包括在网关处接收对呼叫的呼叫转移请求，并且使用网关的处理器确定要用于传送呼叫的中继是否需要 传输命令。 在中继需要传送命令的情况下，这些技术包括生成传送命令，并使用传送命令传送呼叫。
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公开(公告)号：US08613099B2
公开(公告)日：2013-12-17
申请号：US12823849
申请日：2010-06-25
CPC分类号： H04M7/006 , H04L61/20 , H04L61/3085 , H04M3/51 , H04M3/56 , H04Q2213/13034 , H04Q2213/1305 , H04Q2213/13072 , H04Q2213/13337 , H04Q2213/13389
摘要： A system for and method of system for performing dynamic extension assignment is presented. In one exemplary embodiment, the method may comprise receiving, via a network, an extension assignment request associated with a network endpoint, identifying the network endpoint based on one or more properties of the network endpoint, applying one or more rules to identify an extension to be assigned to the network endpoint based on the one or more properties of the endpoint, and assigning the extension to the network endpoint.
摘要翻译： 提出了一种用于执行动态扩展分配的系统和系统的方法。 在一个示例性实施例中，该方法可以包括经由网络接收与网络端点相关联的扩展分配请求，基于网络端点的一个或多个属性来标识网络端点，应用一个或多个规则来标识到 基于端点的一个或多个属性分配给网络端点，并将扩展分配给网络端点。
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公开(公告)号：US08573474B2
公开(公告)日：2013-11-05
申请号：US13086878
申请日：2011-04-14
IPC分类号： G06F17/00
CPC分类号： H04M3/5191 , G06Q10/10 , H04L67/36
摘要： Exemplary technical support systems and methods are disclosed herein. An exemplary method includes a media content access device obtaining technical support request information from a user, encoding data representative of the technical support request information into a barcode, and providing the barcode for display on a display screen associated with the media content access device. The exemplary method may additionally or alternatively include a mobile device capturing an image of the displayed barcode and transmitting data representative of the image to a technical support subsystem. The exemplary method may additionally or alternatively include a technical support subsystem receiving data representative of the image of the barcode, decoding the barcode code to obtain the technical support request information, and performing one or more technical support operations in response to the technical support request information. Corresponding methods and systems are also disclosed.
摘要翻译： 本文公开了示例性技术支持系统和方法。 一种示例性方法包括：媒体内容访问设备，从用户获取技术支持请求信息，将代表技术支持请求信息的数据编码到条形码中;以及提供条形码以在与媒体内容访问设备相关联的显示屏幕上显示。 该示例性方法可以附加地或替代地包括捕获显示的条形码的图像的移动设备，并将表示图像的数据发送到技术支持子系统。 该示例性方法可以另外地或替代地包括技术支持子系统，其接收表示条形码图像的数据，解码条形码以获得技术支持请求信息，以及响应于技术支持请求信息执行一个或多个技术支持操作 。 还公开了相应的方法和系统。
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公开(公告)号：US08559416B2
公开(公告)日：2013-10-15
申请号：US12564439
申请日：2009-09-22
申请人： Prashant B. Desai , Juan M. Vasquez , Mayuresh Mohan Hegde , Parind S. Poi , Haridas B. Bhogade
发明人： Prashant B. Desai , Juan M. Vasquez , Mayuresh Mohan Hegde , Parind S. Poi , Haridas B. Bhogade
IPC分类号： H04L12/66
CPC分类号： H04L65/1069 , H04L65/1006 , H04L65/1059 , H04L67/306 , H04L69/22 , H04M3/5183
摘要： A system for and method of information encoding is presented. The system and method include encoding information within other information of a protocol, and then decoding the information and performing actions based on the decoded information.
摘要翻译： 提出了一种信息编码系统和方法。 该系统和方法包括在协议的其他信息内编码信息，然后解码信息并基于解码的信息执行动作。
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公开(公告)号：US08229090B2
公开(公告)日：2012-07-24
申请号：US11736112
申请日：2007-04-17
IPC分类号： H04M11/00
CPC分类号： H04M3/5166 , H04L65/1006 , H04L65/1096 , H04M3/493 , H04M3/54 , H04M7/006
摘要： A method includes receiving a telephone call at a network device and forwarding the telephone call to a proxy device. The method also includes forwarding the telephone call, from the proxy device, to a first voice portal and determining that telephone call should be transferred to a second voice portal. The method further includes forwarding, by the first voice portal, a transfer request to the network device and forwarding, by the network device, the telephone call to a second voice portal.
摘要翻译： 一种方法包括在网络设备处接收电话呼叫并将电话呼叫转发到代理设备。 该方法还包括将来自代理设备的电话呼叫转发到第一语音门户，并确定该电话呼叫应该被传送到第二语音门户。 该方法还包括由第一语音门户转发到网络设备的转移请求，并且由网络设备将电话呼叫转发到第二语音门户。
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公开(公告)号：US20090296914A1
公开(公告)日：2009-12-03
申请号：US12130115
申请日：2008-05-30
IPC分类号： H04M3/42
CPC分类号： H04M3/58 , H04M3/42102 , H04M3/4938 , H04M3/54 , H04M7/1205
摘要： Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.
摘要翻译： 公开了一种用于提供网关传送机制的技术。 在一个特定的示例性实施例中，技术可以被实现为一种方法，包括在网关处识别路由到第一位置的呼叫，确定是否将呼叫转移到第二位置，在呼叫是 转移到第二位置，传送呼叫，其中传送呼叫包括结束将呼叫路由到第一位置的处理，生成用于第二位置的传送信息，以及使用所生成的传送信息将呼叫转移到第二位置。
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公开(公告)号：US08848895B2
公开(公告)日：2014-09-30
申请号：US12547221
申请日：2009-08-25
CPC分类号： H04M7/1205 , H04M3/42102 , H04M3/4938 , H04M3/54
摘要： A system for and method of providing a gateway transfer mechanism is presented. In one exemplary embodiment, the system and method of providing a gateway transfer mechanism may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.
摘要翻译： 提出了一种提供网关传输机制的系统和方法。 在一个示例性实施例中，提供网关传送机制的系统和方法可以被实现为一种方法，包括在网关处识别要路由到第一位置的呼叫，确定是否将呼叫转移到第二位置， 在呼叫被转移到第二位置的情况下，传送呼叫，其中传送呼叫包括结束将呼叫路由到第一位置的处理，生成用于第二位置的传送信息，并将呼叫转移到第二位置 使用生成的传输信息的位置。
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公开(公告)号：US08718272B2
公开(公告)日：2014-05-06
申请号：US13037688
申请日：2011-03-01
申请人： Prashant B. Desai , Juan Vasquez , Chadd Thompson , George Gorney , Mayuresh Hegde , Parind S. Poi , Haridas Bhogade
发明人： Prashant B. Desai , Juan Vasquez , Chadd Thompson , George Gorney , Mayuresh Hegde , Parind S. Poi , Haridas Bhogade
CPC分类号： H04M3/5166 , H04M2203/551
摘要： A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call.
摘要翻译： 方法可以包括从呼叫者接收呼叫并确定呼叫者是否先前已经呼叫呼叫中心。 该方法还可以包括识别响应于确定呼叫者以前已经呼叫呼叫中心，处理来自呼叫者的先前呼叫的代理，并将该呼叫转发给处理先前呼叫的代理。
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公开(公告)号：US20120261465A1
公开(公告)日：2012-10-18
申请号：US13086878
申请日：2011-04-14
CPC分类号： H04M3/5191 , G06Q10/10 , H04L67/36
摘要： Exemplary technical support systems and methods are disclosed herein. An exemplary method includes a media content access device obtaining technical support request information from a user, encoding data representative of the technical support request information into a barcode, and providing the barcode for display on a display screen associated with the media content access device. The exemplary method may additionally or alternatively include a mobile device capturing an image of the displayed barcode and transmitting data representative of the image to a technical support subsystem. The exemplary method may additionally or alternatively include a technical support subsystem receiving data representative of the image of the barcode, decoding the barcode code to obtain the technical support request information, and performing one or more technical support operations in response to the technical support request information. Corresponding methods and systems are also disclosed.
摘要翻译： 本文公开了示例性技术支持系统和方法。 一种示例性方法包括：媒体内容访问设备，从用户获取技术支持请求信息，将代表技术支持请求信息的数据编码到条形码中;以及提供条形码以在与媒体内容访问设备相关联的显示屏幕上显示。 示例性方法可以附加地或替代地包括捕获显示的条形码的图像的移动设备，并将表示图像的数据发送到技术支持子系统。 示例性方法可以另外地或替代地包括技术支持子系统，其接收表示条形码图像的数据，解码条形码以获得技术支持请求信息，以及响应于技术支持请求信息执行一个或多个技术支持操作 。 还公开了相应的方法和系统。
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公开(公告)号：US08837711B2
公开(公告)日：2014-09-16
申请号：US13087408
申请日：2011-04-15
CPC分类号： H04M3/5233
摘要： A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.
摘要翻译： 设备可以包括用于接收消息的通信接口，包括技能计划表的技能数据库和一个或多个处理器。 一个或多个处理器可以基于消息中的一个来检测事件，确定事件是否满足用于改变与呼叫中心的呼叫代理的技能相关联的调度的条件，当修改在技能计划表中的调度时， 事件满足用于改变与呼叫代理的技能相关联的调度的条件，并且基于与呼叫代理的技能相关联的修改的调度，向自动呼叫分配（ACD）设备发送请求，以改变 来自ACD设备的数据库的呼叫代理。
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