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公开(公告)号：US09509847B2
公开(公告)日：2016-11-29
申请号：US14580547
申请日：2014-12-23
Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.
Inventor： Richard M. Neidermyer , David Johnston Lynch
CPC classification number: H04M3/5233 , H04M3/493 , H04M3/5166 , H04M2203/2061 , H04M2203/408 , H04M2242/12
Abstract: A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.
Abstract translation: 提出了一种用于语言特定路由的系统和方法。 语言分配可用于有效地路由联络中心中的入站交互。 入站互动的原始位置可以根据交互的位置确定并分配一种语言。 交互被分配一个可以在整个路由中引用的语言标签。 可以基于语言标签将交互路由到系统内的适当端点。
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Patent Agency Ranking
公开(公告)号：US20160309032A1
公开(公告)日：2016-10-20
申请号：US14688610
申请日：2015-04-16
Applicant: Interactive Intelligence Group, Inc.
Inventor： Kalpit Patel , Richard J. Walsh , Richard M. Neidermyer
CPC classification number: H04M3/5166 , H04M3/42068 , H04M3/42153
Abstract: Methods for enhancing call experiences through personal rules are provided. In one example, a method includes the steps of receiving a phone call and caller identification information associated with the phone call and routing the phone call to an interactive voice response system. A caller profile is developed based on a comparison of the caller identification information and one or more data stores. The caller profile is matched with a predetermined personal rule, and a dynamic message is generated in the interactive voice response system based on the matching predetermined personal rule.
Abstract translation: 提供了通过个人规则增强呼叫体验的方法。 在一个示例中，一种方法包括以下步骤：接收与电话呼叫相关联的电话呼叫和呼叫者识别信息，并将电话呼叫路由到交互式语音响应系统。 基于呼叫者识别信息和一个或多个数据存储的比较来开发呼叫者简档。 呼叫者简档与预定的个人规则相匹配，并且基于匹配的预定个人规则在交互式语音响应系统中生成动态消息。
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公开(公告)号：US10069700B2
公开(公告)日：2018-09-04
申请号：US14674437
申请日：2015-03-31
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard M. Neidermyer , Kevin Elliott King , Felix Immanuel Wyss
Abstract: A system and method are presented for on premise and offline survivability of an interactive voice response system in a cloud telephony system. Voice interaction control may be divided from the media resources. Survivability is invoked when the communication technology between the Cloud and the voice interaction's resource provider is degraded or disrupted. The system is capable of recovering after a disruption event such that a seamless transition between failure and non-failure states is provided for a limited impact to a user's experience. When communication paths or Cloud control is reestablished, the user resumes normal processing and full functionality as if the failure had not occurred.
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公开(公告)号：US20160182722A1
公开(公告)日：2016-06-23
申请号：US14580547
申请日：2014-12-23
Applicant: INTERACTIVE INTELLIGENCE GROUP, INC.
Inventor： Richard M. Neidermyer , David Johnston Lynch
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/493 , H04M3/5166 , H04M2203/2061 , H04M2203/408 , H04M2242/12
Abstract: A system and method are presented for language specific routing. Language assignment may be used to efficiently route inbound interactions in a contact center. The inbound interaction's original location may be determined and assigned a language based on the location of the interaction. The interaction is assigned a language tag that can be referenced throughout routing. The interaction may be routed to the appropriate endpoints within the system based on the language tag.
Abstract translation: 提出了一种用于语言特定路由的系统和方法。 语言分配可用于有效地路由联络中心中的入站交互。 入站互动的原始位置可以根据交互的位置确定并分配一种语言。 交互被分配一个可以在整个路由中引用的语言标签。 可以基于语言标签将交互路由到系统内的适当端点。
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公开(公告)号：US09667780B1
公开(公告)日：2017-05-30
申请号：US15146959
申请日：2016-05-05
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard M. Neidermyer , Jon C. Melnik
CPC classification number: H04M3/2272 , H04M2203/2027
Abstract: A system and method are presented for analysis of a connection comprising a communication provider and a remote device. Known timing conditions may be used in the analysis to eliminate the impact of analysis delay on the contacted party flow. A point in time may be determined at which a live answer is no longer expected and an answering service answer may be expected using several factors. These factors comprise the routing time to/from the originating provider to a secondary provider as well as the time that the secondary provider alerts before transferring to a voice message service. Live answer determination may be categorized prior to the indication of a far-end connection and before the application of any media analysis routines.
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公开(公告)号：US20160294955A1
公开(公告)日：2016-10-06
申请号：US14674437
申请日：2015-03-31
Applicant: Interactive Intelligence Group, Inc.
Inventor： Richard M. Neidermyer , Kevin Elliott King , Felix Immanuel Wyss
CPC classification number: H04L43/0811 , H04L63/0428 , H04L67/2842 , H04L69/40
Abstract: A system and method are presented for on premise and offline survivability of an interactive voice response system in a cloud telephony system. Voice interaction control may be divided from the media resources. Survivability is invoked when the communication technology between the Cloud and the voice interaction's resource provider is degraded or disrupted. The system is capable of recovering after a disruption event such that a seamless transition between failure and non-failure states is provided for a limited impact to a user's experience. When communication paths or Cloud control is re-established, the user resumes normal processing and full functionality as if the failure had not occurred.
Abstract translation: 提出了一种用于云电话系统中交互式语音应答系统的前提和离线生存性的系统和方法。 语音交互控制可能与媒体资源分开。 当Cloud与语音交互的资源提供者之间的通信技术降级或中断时，可以调用生存性。 该系统能够在中断事件之后恢复，从而提供故障和非故障状态之间的无缝转换，以对用户体验产生有限的影响。 当重新建立通信路径或Cloud控制时，用户恢复正常处理和完整功能，就像未发生故障一样。
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