公开(公告)号：US09661137B2

公开(公告)日：2017-05-23

申请号：US14961320

申请日：2015-12-07

申请人： Interactive Intelligence Group, Inc.

发明人： Kevin Elliott King

IPC分类号： H04M1/24 ,  H04M3/08 ,  H04M3/22 ,  H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/28 ,  H04M3/12 ,  H04M3/523

CPC分类号： H04M3/5183 ,  H04M3/12 ,  H04M3/28 ,  H04M3/5237 ,  H04M3/5238

摘要： A system and method are presented for automatic communication distribution local assignment. An on-premises device, in a contact center environment using a cloud-based solution, communicates with the solution to determine if there is a service interruption. When an interruption is determined, the on-premises device steps in to perform local assignment of communications for the solution until communication has been restored with the cloud-based solution. The on-premises device comprises a module that monitors all ACD communication flows. The module may also manage the logic of when to intervene and how to assign communications in queue to available agents during outages.

公开(公告)号：US20170064075A1

公开(公告)日：2017-03-02

申请号：US14834602

申请日：2015-08-25

申请人： Manish Chatterjee

发明人： Manish Chatterjee

IPC分类号： H04M3/42 ,  H04L29/06 ,  H04M3/22

CPC分类号： H04M3/42221 ,  H04L65/1006 ,  H04L65/1046 ,  H04L65/1069 ,  H04L65/1083 ,  H04L65/1096 ,  H04M3/12 ,  H04M3/2254

摘要： In order to allow for redundant call recording, a first message is received by a first media recorder indicating that a second media recorder is recording a media stream of a communication session between a plurality of communication devices. The first message includes a unique identifier for the communication session between the plurality of communication devices. A determination is made that the second media recorder is unable to continue to record the media stream. In response to determining that the second media recorder is unable to record the media stream, the first media recorder sends a second message, to a Session Border Controller (SBC), that includes the unique identifier for the communication session between the plurality of communication devices. The SBC streams the media stream to the first media recorder. The first media recorder receives the media stream and records the media stream.

摘要翻译： 为了允许冗余呼叫记录，第一媒体记录器接收到第一消息，指示第二媒体记录器正在多个通信设备之间记录通信会话的媒体流。 第一消息包括用于多个通信设备之间的通信会话的唯一标识符。 确定第二媒体记录器不能继续记录媒体流。 响应于确定第二媒体记录器不能记录媒体流，第一媒体记录器向会话边界控制器（SBC）发送第二消息，其包括用于多个通信设备之间的通信会话的唯一标识符 。 SBC将媒体流传输到第一媒体记录器。 第一媒体记录器接收媒体流并记录媒体流。

公开(公告)号：US09582985B2

公开(公告)日：2017-02-28

申请号：US14919621

申请日：2015-10-21

申请人： TELEFONAKTIEBOLAGET L M ERICSSON (PUBL)

发明人： Jack Shurtz

IPC分类号： H04M11/04 ,  G08B25/00 ,  H04W4/22 ,  H04W4/16 ,  G08B25/10

CPC分类号： G08B25/004 ,  G08B25/10 ,  H04M3/12 ,  H04M3/2218 ,  H04M3/5116 ,  H04M2203/651 ,  H04M2242/04 ,  H04W4/16 ,  H04W4/90

摘要： An emergency call failure mitigation apparatus, system and method includes a messaging subsystem that may be launched, upon receiving a call signaling indication pursuant to an emergency service call from a calling party that has failed to reach a local Public Safety Answering Point (PSAP). The messaging subsystem is operative to prompt the calling party to provide one or more responses relating to the emergency situation and generate a messaging object including at least one of the calling party's location, identity of a call receiving device associated with the calling party, type of the calling party and priority of the emergency service call determined based on one or more responses of provided by the calling party. In one embodiment, the messaging object may be forwarded to an entity operative to reach the calling party.

摘要翻译： 紧急呼叫失败缓解装置，系统和方法包括可以在根据来自未能到达本地公共安全应答点（PSAP）的呼叫方的紧急服务呼叫接收到呼叫信令指示时可以启动的消息传送子系统。 消息接发子系统可操作以提示呼叫方提供与紧急情况相关的一个或多个响应，并生成消息对象，其包括主叫方的位置，与主叫方相关联的呼叫接收设备的身份中的至少一个，类型 基于呼叫方提供的一个或多个响应确定呼叫方和紧急服务呼叫的优先级。 在一个实施例中，消息对象可以被转发到可操作以到达呼叫方的实体。

公开(公告)号：US08774790B2

公开(公告)日：2014-07-08

申请号：US11354709

申请日：2006-02-15

申请人： Abhaya Asthana ,  Eric Bauer ,  Peter Bosch ,  Xuemei Zhang

发明人： Abhaya Asthana ,  Eric Bauer ,  Peter Bosch ,  Xuemei Zhang

IPC分类号： H04M3/00

CPC分类号： H04M3/12 ,  H04W24/02 ,  H04W24/04 ,  H04W88/08

摘要： The invention includes a method and apparatus for reconfiguring a first base station element to attempt to serve at least a portion of the plurality of wireless terminals served by a second base station element in response to detection of a failure condition at a second base station element that was serving the plurality of wireless terminals prior to the occurrence of the failure condition.

摘要翻译： 本发明包括一种方法和装置，用于重新配置第一基站单元，以便响应于在第二基站单元处的故障状况的检测而尝试服务由第二基站单元服务的多个无线终端的至少一部分， 在发生故障条件之前为多个无线终端服务。

公开(公告)号：US08582750B2

公开(公告)日：2013-11-12

申请号：US11461114

申请日：2006-07-31

申请人： Eric H. Lee ,  Fadi R. Jabbour ,  David C. Lee ,  Johnny H. Lee

发明人： Eric H. Lee ,  Fadi R. Jabbour ,  David C. Lee ,  Johnny H. Lee

IPC分类号： H04M3/00 ,  G06F15/16

CPC分类号： H04M3/42365 ,  H04M3/12 ,  H04M3/42042 ,  H04M3/42102 ,  H04M3/523 ,  H04M2201/18

摘要： In one embodiment, a method includes detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent. The method also includes storing information indicating a state of the communication session at the termination of the first connection, and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session.

摘要翻译： 在一个实施例中，一种方法包括在第一呼叫者和第一代理之间的通信会话期间检测第一呼叫者和第一代理之间的第一连接的终止。 该方法还包括存储指示在第一连接终止时的通信会话的状态的信息，以及响应于第一呼叫者和第一代理之间的第二连接的建立将该信息传送到第一代理或第二代理 或第二代理以促进通信会话的继续。

公开(公告)号：US20130150107A1

公开(公告)日：2013-06-13

申请号：US13816949

申请日：2011-08-24

申请人： Olli Pekka Lahtinen ,  Mika Lahti ,  Tapio Savunen

发明人： Olli Pekka Lahtinen ,  Mika Lahti ,  Tapio Savunen

IPC分类号： H04W24/04

CPC分类号： H04W24/04 ,  H04M3/12 ,  H04W36/16 ,  H04W88/12 ,  H04W88/14

摘要： A recovery scheme where a base station monitors state of interoperation with a primary exchange. When the primary exchange becomes unavailable, active services may be lost, but the base station sends an activation request message to a secondary exchange that has access to base station configuration information of the base station. The secondary exchange uses the base station configuration information to activate the base station, and user terminals in the base station cell may begin to registrate to the system. Recovery capability of communications can be achieved with optimised use of network resources.

摘要翻译： 一种恢复方案，其中基站监视与主交换机的互操作状态。 当主交换机变得不可用时，活动业务可能丢失，但是基站向能够访问基站的基站配置信息的辅助交换机发送激活请求消息。 辅助交换机使用基站配置信息激活基站，并且基站小区中的用户终端可以开始向系统注册。 通过网络资源的优化利用可以实现通信恢复能力。

公开(公告)号：US08442037B2

公开(公告)日：2013-05-14

申请号：US12782297

申请日：2010-05-18

申请人： Christopher E. Pearce ,  Clint D. Entrop

发明人： Christopher E. Pearce ,  Clint D. Entrop

IPC分类号： H04L12/66 ,  H04L12/28 ,  G01R31/08 ,  H04M11/00

CPC分类号： H04L12/66 ,  H04L65/1046 ,  H04L65/1073 ,  H04M3/12

摘要： A system for device registration replication in a packet-based network includes a first call manager and a second call manager that are coupled to the packet-based network. The first and second call managers each control one or more devices and store composite registration information associated with the devices. The first call manager communicates status information to the second call manager in response to a change in the control status of a device controlled by the first call manager. The second call manager updates the composite registration information stored by the second call manager in response to receiving status information from the first call manager.

摘要翻译： 在基于分组的网络中用于设备注册复制的系统包括耦合到基于分组的网络的第一呼叫管理器和第二呼叫管理器。 第一和第二呼叫管理器各自控制一个或多个设备并存储与设备相关联的组合注册信息。 响应于由第一呼叫管理器控制的设备的控制状态的变化，第一呼叫管理器向第二呼叫管理器传送状态信息。 响应于来自第一呼叫管理器的接收状态信息，第二呼叫管理器更新由第二呼叫管理器存储的复合注册信息。

公开(公告)号：US08355314B2

公开(公告)日：2013-01-15

申请号：US11089739

申请日：2005-03-25

申请人： Marian Croak ,  Hossein Eslambolchi

发明人： Marian Croak ,  Hossein Eslambolchi

IPC分类号： G01R31/08

CPC分类号： H04L41/0654 ,  H04L12/66 ,  H04L29/06027 ,  H04L45/00 ,  H04L65/1083 ,  H04L65/80 ,  H04M3/12 ,  H04M7/006 ,  H04Q3/0045

摘要： Method and apparatus for re-routing a call in a packet network during failures is described. In one example, a failure condition is detected for a destination endpoint for the call. At least one alternative endpoint address is identified from an alternative routing plan registered with the packet network in response to the failure condition. For example, various alternative routing plans may be registered with the packet network and stored in a database. Each of the alternative routing plans may include alternative endpoint address data for a plurality of endpoint devices. The database may be queried using the destination endpoint as an index value and the at least one alternative endpoint address may be retrieved. The call is then routed to the at least one alternative endpoint address.

摘要翻译： 描述了在故障期间在分组网络中重新路由呼叫的方法和装置。 在一个示例中，针对呼叫的目的地端点检测到故障条件。 响应于故障条件，从与分组网络注册的替代路由计划识别至少一个备选端点地址。 例如，可以将各种替代路由计划注册到分组网络并存储在数据库中。 每个替代的路由选择计划可以包括用于多个端点设备的替代端点地址数据。 可以使用目的地端点作为索引值来查询数据库，并且可以检索至少一个备选端点地址。 然后将呼叫路由到至少一个替代端点地址。

公开(公告)号：US08085923B2

公开(公告)日：2011-12-27

申请号：US12699308

申请日：2010-02-03

申请人： Robert Pines ,  Christine Baumeister ,  Franklin L. Weiland, II

发明人： Robert Pines ,  Christine Baumeister ,  Franklin L. Weiland, II

IPC分类号： H04M3/493 ,  H04M7/00 ,  G06F3/01 ,  G06F12/00 ,  G06F17/30

CPC分类号： H04M15/8033 ,  H04M3/12 ,  H04M3/42102 ,  H04M3/436 ,  H04M3/493 ,  H04M3/4931 ,  H04M3/4933 ,  H04M3/4935 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5237 ,  H04M7/0036 ,  H04M7/0045 ,  H04M7/0048 ,  H04M7/06 ,  H04M7/12 ,  H04M7/1235 ,  H04M7/1295 ,  H04M2201/38 ,  H04M2203/2061 ,  H04M2207/20 ,  H04M2215/7435 ,  H04M2242/30 ,  H04Q2213/13097 ,  H04Q2213/13103 ,  H04Q2213/13141 ,  H04Q2213/13376

摘要： A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

摘要翻译： 通信辅助系统包括具有多个列表的第一数据库，每个列表具有至少一个联系人姓名和对应的联系电话号码。 提供一种用于在希望访问列表的多个用户中从用户接收通信的装置。 操作员终端在多个搜索屏幕之间显示搜索屏幕，每个搜索屏幕保持内容和搜索窗口的至少部分不同的布置，用于接收搜索项以搜索包含在第一数据库中的列表，其中显示的搜索屏幕被确定 基于来自用户的搜索请求中包含的标准。 操作员终端还被配置为从用户接收通信并使用显示的搜索屏幕从第一数据库检索列表。

公开(公告)号：US20110222530A1

公开(公告)日：2011-09-15

申请号：US13114050

申请日：2011-05-24

申请人： Mike Vargo ,  Jerry Chang

发明人： Mike Vargo ,  Jerry Chang

IPC分类号： H04L12/66

CPC分类号： H04L1/0014 ,  H03M13/03 ,  H03M13/35 ,  H04L1/0009 ,  H04M3/12 ,  H04M3/2218 ,  H04M7/006

摘要： A method and system for transmitting a call in a client/server architecture. A client device initiates a telephone call and converts first analog voice signals associated with the telephone call to digital signals. The digital signals are then transmitted over the Internet to a first gateway server. The first gateway server processes the digital signals using a codec algorithm and transmits the processed digital signals over the Internet to a second gateway server. The second gateway server converts the processed digital signals to second analog voice signals and transmits the second analog voice signals over a public switched telephone network.

摘要翻译： 一种用于在客户机/服务器架构中发送呼叫的方法和系统。 客户端设备启动电话呼叫，并将与电话呼叫相关联的第一模拟语音信号转换为数字信号。 数字信号然后通过因特网传输到第一网关服务器。 第一网关服务器使用编解码算法处理数字信号，并通过因特网将处理的数字信号发送到第二网关服务器。 第二网关服务器将经处理的数字信号转换为第二模拟语音信号，并通过公共交换电话网络发送第二模拟语音信号。