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81. 发明授权

US11005994B1 Systems and methods for providing coachable events for agents 有权
公开(公告)号：US11005994B1
公开(公告)日：2021-05-11
申请号：US15931880
申请日：2020-05-14
申请人： Nice Ltd.
发明人： Robert William Morris , Jon Augustus Arrowood , Brett Victor Forman
IPC分类号： H04M3/00 , H04M3/51 , G06Q10/06 , H04M3/22
摘要： A method for providing coachable events for agents within a call center is provided. Behavior score waveforms for interactions and behaviors can be determined. Events can be identified in the behavior score waveforms within identified durations, and a relevancy of one or more events to one or more behaviors can be determined.

82. 发明申请

US20210136229A1 OPTIMIZED DYNAMIC NUMBER INSERTION (DNI) 有权
公开(公告)号：US20210136229A1
公开(公告)日：2021-05-06
申请号：US17024661
申请日：2020-09-17
申请人： TALKDESK INC.
发明人： Jafar Adibi
IPC分类号： H04M3/523 , H04M3/436 , H04M3/22 , H04M3/487 , H04M3/51
摘要： Optimizing a number pool for dynamic number insertion (DNI) used for call attribution is achieved by considering physical characteristics of the DNI number assigned to a specific channel versus characteristics of consumers within that channel—such as by identifying more optimum DNI number characteristics and modifying a DNI number pool based on the more optimum DNI number characteristics—in order to make more optimized DNI number assignments.

83. 发明申请

US20210125117A1 SYSTEMS AND METHODS FOR QUALITY MANAGEMENT SYSTEM DEPLOYMENT 有权
公开(公告)号：US20210125117A1
公开(公告)日：2021-04-29
申请号：US16666498
申请日：2019-10-29
申请人： Talkdesk, Inc.
发明人： Katherine Krucek , Richard Lawrence , Jason Fama
IPC分类号： G06Q10/06 , G06Q10/10 , H04M3/523 , H04M3/22 , G06F16/909
摘要： A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.

84. 发明授权

US10992815B2 Mobile communications with quality of service 有权
公开(公告)号：US10992815B2
公开(公告)日：2021-04-27
申请号：US16859386
申请日：2020-04-27
申请人： TEXTNOW, INC.
发明人： Alexandru Gabriel Roman , Armando Mauricio Murga
IPC分类号： H04M7/00 , H04M3/22 , H04W36/30 , H04W48/18 , H04M15/00 , H04W36/14 , H04W36/00
摘要： A mobile communications system includes switching between communication paths based on the quality of service. A VoIP service is coupled to a mobile network and a wireless local-area network (WLAN) via a wide-area IP network. A plurality of mobile communications devices are associated with VoIP telephone numbers. A public switched telephone network (PSTN) is coupled to the plurality of mobile communications devices and coupled to the VoIP service. A quality of service server is coupled to the plurality of mobile communications devices via the wide-area IP network for determining the quality of data channels to a mobile communications device via the mobile network and to the mobile communications device via the WLAN. A voice call is carried over one of the mobile network, the WLAN, and the PSTN depending on the quality of the data channels.

85. 发明申请

US20210120122A9 Controlled Recorded 3-Way Calling 有权
公开(公告)号：US20210120122A9
公开(公告)日：2021-04-22
申请号：US16718117
申请日：2019-12-17
申请人： World Emergency Network - Nevada, Ltd.
发明人： Christopher Ryan Bennett
IPC分类号： H04M3/22 , H04M3/56 , H04M3/42 , H04M3/20 , H04L29/12 , H04W12/06 , H04L29/06
摘要： Agencies issue recording devices to personnel for administrating and monitoring controlled calls during the course of their duties. To provide flexible capabilities to agencies, a virtual number is provisioned and configured to enable an operator to administrate controlled calls without dedicated recording devices. Using the virtual number, the operator may setup a controlled call between a victim and a baddie. The victim is contacted via the virtual number by the operator and optionally informed about the controlled call process. In turn, the baddie is contacted using number information of the victim's phone and connected with the victim. Call audio between the victim and baddie is transmitted to the operator. When necessary, the operator may terminate the call remotely from the telephonic device the operator used to setup the call.

86. 发明申请

US20210120046A1 APPARATUS, PROGRAM, AND METHOD 有权
公开(公告)号：US20210120046A1
公开(公告)日：2021-04-22
申请号：US17134513
申请日：2020-12-28
申请人： Sony Corporation
发明人： Ryota KIMURA , Ryo SAWAI , Hiromasa UCHIYAMA , Sho FURUICHI
IPC分类号： H04L29/06 , H04M15/00 , H04W76/14 , H04W8/24 , H04M3/22
摘要： [Object] To be able to perform management involved with wireless communication without routing via a base station.
[Solution] Provided is an apparatus including: a generation unit configured to generate information related to data wirelessly transmitted or received without being routed via a base station; and a control unit configured to control transmission of the information to a node which is not involved in the transmission or reception of the data.

87. 发明授权

US10979562B2 Call recording system, call recording method, and call recording program 有权
公开(公告)号：US10979562B2
公开(公告)日：2021-04-13
申请号：US16338149
申请日：2018-06-28
申请人： NEC Platforms, Ltd.
发明人： Kazuki Nagai , Yukie Katsuta
IPC分类号： H04W28/06 , H04M3/42 , H04L29/06 , H04M3/22 , H04M7/00 , H04M11/10 , H04L12/18
摘要： When a call session is set over an IP network between a calling IP phone and a called IP phone at the start of a call, information on the quality of communication between a host IP phone and a recording server is exchanged to compare the quality of communication of the two IP phones in each of the calling IP phone and the called IP phone. For example, the called IP phone, or a host IP phone, with a higher quality of communication than the calling IP phone of a conversing party transmits call audio data to the recording server as recording data. Meanwhile, the calling IP phone, or a host IP phone, with a lower quality of communication than the called IP phone of a conversing party refrains from transmitting the call audio data to the recording server.

88. 发明授权

US10965806B1 Auto-correcting voice quality in real-time 有权
公开(公告)号：US10965806B1
公开(公告)日：2021-03-30
申请号：US16778770
申请日：2020-01-31
申请人： Noble Systems Corporation
发明人： Christopher S. Haggerty
IPC分类号： H04M1/64 , H04M3/22 , G06N3/08 , G06N3/04 , H04M3/493
摘要： Various embodiments of the invention provide methods, systems, and computer program products for handling poor voice quality being experienced by a remote party on a call. In various embodiments, an assessment is received from the party at an IVR on the voice quality of the call. Accordingly, data is collected for one or more parameters associated with at least one of audio of the call and a network used to carry the audio of the call in response to the party experiencing poor voice quality. At this point, a predictive model is used to predict at least one cause for the poor voice quality. Here, the data collected for the one or more parameters is provided as input to the predictive model. Accordingly, one or more actions are taken to attempt to address the at least one cause and improve the voice quality on the call for the remote party.

89. 发明申请

US20210092222A1 DEVICE AND METHOD FOR SUGGESTING ACTION ITEM 有权
公开(公告)号：US20210092222A1
公开(公告)日：2021-03-25
申请号：US16781933
申请日：2020-02-04
申请人： LG ELECTRONICS INC.
发明人： Pil Goo Kang , Hyeong Jin Kim , Hyung Joo Cheon
IPC分类号： H04M3/22 , G10L15/26 , G06F16/903 , G06F8/61
摘要： Disclosed is an action item suggesting method and a terminal. An action item suggesting method comprises converting call data into text; extracting a keyword from text information including a call transcript, text message, and e-mail; and suggesting an action item corresponding to a class by inferring the class to which the keyword belongs. According to the present disclosure, it is possible to suggest an action item by using a deep learning-based neural network through the 5G network.

90. 发明授权

US10938982B1 Telecommunications validation system and method 有权
公开(公告)号：US10938982B1
公开(公告)日：2021-03-02
申请号：US16375853
申请日：2019-04-04
申请人： Next Caller, Inc.
发明人： MohammedAli Merchant , Matthew Williams , Tim Prugar
IPC分类号： H04M3/22 , H04M3/42
摘要： According to an embodiment of the disclosure, a toll-free telecommunications validation system determines a confidence value that an incoming phone call to an enterprises' toll-free number is originating from the station it purports to be, i.e., is not a spoofed call by incorporating one or more layers of signals and data in determining said confidence value, the data and signals including, but not limited to, toll-free call routing logs, service control point (SCP) signals and data, service data point (SDP) signals and data, dialed number information service (DNIS) signals and data, automatic number identification (ANI) signals and data, session initiation protocol (SIP) signals and data, carrier identification code (CIC) signals and data, location routing number (LRN) signals and data, jurisdiction information parameter (JIP) signals and data, charge number (CN) signals and data, billing number (BN) signals and data, and originating carrier information (such as information derived from the ANI, including, but not limited to, alternative service provider ID (ALTSPID), service provider ID (SPID), or operating company number (OCN)). In certain configurations said enterprise provides an ANI and DNIS associated with said incoming toll-free call, which is used to query a commercial toll-free telecommunications routing platform for any corresponding log entries. The existence of any such log entries, along with the originating carrier information in the event log entries do exist, is used to determine a confidence value that said incoming toll-free call is originating from the station it purports to be. As a result, said entities or enterprises operating a toll-free number may be provided a confidence value regarding an incoming telephone call, and using that confidence value, further determine whether or not to accept the authenticity of the incoming telephone call and/or based on said confidence value, service the incoming call differently.

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