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    METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION
    1.
    发明申请
    METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION 有权
    使用社交网络信息维护呼叫中心动态队列的方法和装置

    公开(公告)号：US20100027778A1

    公开(公告)日：2010-02-04

    申请号：US12182743

    申请日：2008-07-30

    Applicant: Sanjeev Kumar ,  Mukul Jain ,  Laurent Philonenko ,  Joseph Khouri

    Inventor： Sanjeev Kumar ,  Mukul Jain ,  Laurent Philonenko ,  Joseph Khouri

    IPC: H04M3/00

    CPC classification number: H04M3/5232 ,  H04M2203/655

    Abstract: In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.

    Abstract translation: 在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。 如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。 第一个代理与呼叫中心相关联。 该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。

    Text oriented, user-friendly editing of a voicemail message
    2.
    发明申请
    Text oriented, user-friendly editing of a voicemail message 有权
    以文字为导向，方便用户编辑语音邮件

    公开(公告)号：US20090024389A1

    公开(公告)日：2009-01-22

    申请号：US11880152

    申请日：2007-07-20

    Applicant: Joseph F. Khouri ,  Laurent Philonenko ,  Mukul Jain ,  Shmuel Shaffer

    Inventor： Joseph F. Khouri ,  Laurent Philonenko ,  Mukul Jain ,  Shmuel Shaffer

    IPC: G10L15/26

    CPC classification number: G11B27/036 ,  G10L2015/088 ,  G11B27/28 ,  H04M3/53383 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/42 ,  H04M2203/4509 ,  H04M2203/4554

    Abstract: A system in one embodiment includes a server associated with a unified messaging system (UMS). The server records speech of a user as an audio data file, translates the audio data file into a text data file, and maps each word within the text data file to a corresponding segment of audio data in the audio data file. A graphical user interface (GUI) of a message editor running on an endpoint associated with the user displays the text data file on the endpoint and allows the user to identify a portion of the text data file for replacement. The server being further operable to record new speech of the user as new audio data and to replace one or more segments of the audio data file corresponding to the portion of the text with the new audio data.

    Abstract translation: 一个实施例中的系统包括与统一消息系统（UMS）相关联的服务器。 服务器将用户的语音记录为音频数据文件，将音频数据文件转换为文本数据文件，并将文本数据文件中的每个单词映射到音频数据文件中的相应音频数据段。 在与用户相关联的端点上运行的消息编辑器的图形用户界面（GUI）在端点上显示文本数据文件，并允许用户识别文本数据文件的一部分以供替换。 服务器进一步可操作以将用户的新语音记录为新的音频数据，并用新的音频数据替换对应于文本部分的音频数据文件的一个或多个片段。

    Queue prioritization based on competitive user input
    5.
    发明授权
    Queue prioritization based on competitive user input 有权
    基于竞争用户输入的队列优先级排序

    公开(公告)号：US06801520B2

    公开(公告)日：2004-10-05

    申请号：US10116427

    申请日：2002-04-03

    Applicant: Laurent Philonenko

    Inventor： Laurent Philonenko

    IPC: H04L1228

    CPC classification number: H04M3/5237 ,  H04L29/06 ,  H04M3/48 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/5231 ,  H04M3/5232 ,  H04M3/5235 ,  H04M3/5307 ,  H04M7/0033 ,  H04M7/0054 ,  H04M7/12 ,  H04M7/126 ,  H04M2201/50 ,  H04M2207/12

    Abstract: A routing system is disclosed for routing communication events. The system comprises at least one data queue for queuing incoming events; at least one interaction mechanism for enabling bi-directional communication with authors of events in queue; and a processor for processing events in queue according to routing rules. In a preferred embodiment authors of the communication events are solicited through the at least one interaction mechanism to make a value contribution in exchange for advancement in the data queue.

    Abstract translation: 公开了用于路由通信事件的路由系统。 系统包括用于排队进入事件的至少一个数据队列; 至少一个交互机制，用于与队列中的事件的作者进行双向通信; 以及根据路由规则处理队列中的事件的处理器。 在优选实施例中，通过至少一个交互机制来请求通信事件的作者，以作为数据队列中的进步的交换值。

    Identification of multiple persons on a phone call
    7.
    发明授权
    Identification of multiple persons on a phone call 有权
    通过电话识别多人

    公开(公告)号：US08340270B2

    公开(公告)日：2012-12-25

    申请号：US11906275

    申请日：2007-10-01

    Applicant: Mukul Jain ,  Joseph F. Khouri ,  Laurent Philonenko ,  Shmuel Shaffer ,  Paul J. Russell

    Inventor： Mukul Jain ,  Joseph F. Khouri ,  Laurent Philonenko ,  Shmuel Shaffer ,  Paul J. Russell

    IPC: H04M3/42 ,  H04M1/64

    CPC classification number: H04M3/382 ,  H04M3/56

    Abstract: A method in one embodiment includes receiving input identifying a plurality of callers within a listening or speaking range of a phone device being used to place a call. The input is then sent over a packet-based network to a server that authenticates and authorizes each of the callers to the call. Following authentication and authorization by the server, a name or caller ID of each of the callers is sent to a destination endpoint device of the call. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

    Abstract translation: 一个实施例中的方法包括接收用于标识在用于发出呼叫的电话设备的聆听或说话范围内的多个呼叫者的输入。 然后将输入通过基于分组的网络发送到认证和授权呼叫者的每个呼叫者的服务器。 在服务器进行认证和授权之后，每个呼叫者的姓名或呼叫者ID将被发送到该呼叫的目标端点设备。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。

    SELF-ADJUSTING EMAIL SUBJECT AND EMAIL SUBJECT HISTORY
    8.
    发明申请
    SELF-ADJUSTING EMAIL SUBJECT AND EMAIL SUBJECT HISTORY 有权
    自我调整电子邮件主题和电子邮件主题历史

    公开(公告)号：US20100100370A1

    公开(公告)日：2010-04-22

    申请号：US12254305

    申请日：2008-10-20

    Applicant: Joseph KHOURI ,  Sanjeev Kumar ,  Laurent Philonenko ,  Mukul Jain

    Inventor： Joseph KHOURI ,  Sanjeev Kumar ,  Laurent Philonenko ,  Mukul Jain

    IPC: G06F17/27 ,  G06F15/16

    CPC classification number: G06Q10/107 ,  H04L51/00

    Abstract: In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data.

    Abstract translation: 在一个实施例中，用于自动生成电子邮件消息的主题行内容的装置包括可操作以接收包括对应于电子邮件消息主体的基于文本的信息的内容数据的输入，包括可操作以分析 接收的内容数据，主题提取器，包括可操作以根据文本分析器的输出提取主题数据的逻辑;字符串生成器，包括可操作以根据主题提取器的输出生成主题行数据的逻辑，以及可操作的 以输出具有包含内容数据的主体字段和包含生成的主题行数据的主题字段的多字段电子邮件消息。

    Automatic restriction of reply emails
    9.
    发明授权
    Automatic restriction of reply emails 有权
    自动限制回复电子邮件

    公开(公告)号：US07720919B2

    公开(公告)日：2010-05-18

    申请号：US11712245

    申请日：2007-02-27

    Applicant: Joseph F. Khouri ,  Laurent Philonenko ,  Mukul Jain

    Inventor： Joseph F. Khouri ,  Laurent Philonenko ,  Mukul Jain

    IPC: G06F15/16

    CPC classification number: G06Q10/107 ,  H04L51/00

    Abstract: In one embodiment, a method includes detecting, by an automated program, an attempt by a recipient of an email addressed to a plurality of addressees that includes the recipient to send a reply-all email. The automated program rejecting the reply-all email based on a pre-set policy rule that limits a number of reply-all email in a thread. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

    Abstract translation: 在一个实施例中，一种方法包括通过自动化程序来检测接收者尝试发送寻址到多个收件人的电子邮件，所述收件人包括接收者发送回复全部电子邮件。 自动程序根据限制线程中所有电子邮件数量的预设策略规则拒绝所有电子邮件。 要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。

    GROUP MUTE
    10.
    发明申请
    GROUP MUTE 审中-公开
    集团静音

    公开(公告)号：US20090216835A1

    公开(公告)日：2009-08-27

    申请号：US12035593

    申请日：2008-02-22

    Applicant: Mukul Jain ,  Joseph F. Khouri ,  Laurent Philonenko ,  Shmuel Shaffer ,  Shantanu Sarkar

    Inventor： Mukul Jain ,  Joseph F. Khouri ,  Laurent Philonenko ,  Shmuel Shaffer ,  Shantanu Sarkar

    IPC: G06F15/16

    CPC classification number: G06Q10/10

    Abstract: In an example embodiment, a technique that allows members of a group at multiple locations to have private conversations within members of the group while participating in a conference call. Group members are defined and divided into virtual conference rooms. When a group mute is requested, signals originating from members of the group are distributed to locations where group members are present, while all participants of the conference call, including the members of the muted group, receive un-muted media signals.

    Abstract translation: 在示例实施例中，允许在多个位置处的组的成员在参与电话会议期间在该组中的成员内进行私有会话的技术。 组成员被定义并分为虚拟会议室。 当请求组静音时，来自组成员的信号被分发到组成员存在的位置，而电话会议的所有参与者（包括静音组的成员）都接收未静音的媒体信号。

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