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1. 发明授权

US09584663B2 System and method for controlling identifier provided when returning call / message 有权
标题翻译：用于控制返回呼叫/消息时提供的标识符的系统和方法
公开(公告)号：US09584663B2
公开(公告)日：2017-02-28
申请号：US14615595
申请日：2015-02-06
申请人： ASD Inc.
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke , Gary Foster
IPC分类号： H04M1/56 , H04M15/06 , H04M3/42 , H04M3/523 , H04M3/51
CPC分类号： H04M3/42042 , H04M1/72552 , H04M3/42059 , H04M3/42195 , H04M3/42221 , H04M3/5108 , H04M3/5175 , H04M3/5231 , H04M7/0054
摘要： An application instantiated on a computing device of a professional receives transmitted information on an incoming call from a client and displays same, including an identifier of the client by which the professional can place a return call thereto. Upon the professional selecting the identifier of the client, the application presents a number of options for an identifier of the professional to be provided with the return call, receives a selection of one of the options, places the return call from the professional to the client, and in doing so provides the selected identifier of the professional. The provided identifier of the professional represents a favored location at which the professional or an associate may be reached. The client may ascertain the provided identifier from the return call and employ same to place a future call toward the professional or the associate.
摘要翻译：在专业的计算设备上实例化的应用程序从客户端接收来话呼叫的发送信息，并显示相同的信息，包括专业人员可以向其发送返回呼叫的客户端标识符。在专业选择客户端的标识符的情况下，应用程序提供许多用于提供返回呼叫的专业人员的标识符的选项，接收选项中的一个选项，将来自专业人员的返回呼叫放置到客户端并且这样做提供了所选专业人员的标识符。所提供的专业人员的标识符代表可以达到专业人员或助理人员的优惠地点。客户可以从返回呼叫中确定所提供的标识符，并且使用该标识符将未来的呼叫发送给专业人员或联系人。

2. 发明授权

US10812657B1 System and method for cadence matching at answering service or the like 有权
公开(公告)号：US10812657B1
公开(公告)日：2020-10-20
申请号：US16453904
申请日：2019-06-26
申请人： ASD Inc., a Pennsylvania Corporation
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke
IPC分类号： H04M3/523 , H04M3/51 , G10L25/48
摘要： A call from a caller to a called party is forwarded to an answering service. A cadence of the call is determined, and an agent is selected to answer the call. To select the agent, a cadence of the selected agent is determined, and the determined cadence of the selected agent is matched to the determined cadence of the call. In particular, the called party has a geographic location associated therewith, and the selected agent has a cadence that matches a cadence associated with the determined geographic location. Contact between the selected agent and the call is then effectuated. The matched cadence is expected to heighten a connection the caller perceives from the selected agent.

3. 发明授权

US10165112B2 System and method for controlling identifier provided when placing call / message 有权
公开(公告)号：US10165112B2
公开(公告)日：2018-12-25
申请号：US15422838
申请日：2017-02-02
申请人： ASD Inc.
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke , Gary Foster
IPC分类号： H04M1/56 , H04M15/06 , H04M3/42 , H04M3/523 , H04M3/51 , H04M1/725 , H04M7/00
摘要： An application instantiated on a computing device of a professional receives a selection of a client by a professional to place a call to the client by way of an identifier of the client, and upon receiving the selection of the client, presents to the professional a number of options for an identifier of the professional to be provided with the placed call to the client. The application receives from the professional a selection of one of the options for the identifier of the professional, places the call from the professional to the client, and in doing so provides the selected identifier of the professional with the placed call. The selected and provided identifier of the professional represents a favored location at which the professional or an associate thereof may be reached. The client may ascertain the provided identifier of the professional from the placed call and employ same to place a future call toward the professional or the associate thereof.

4. 发明授权

US10334105B1 System and method for responding to dire communication at an answering service 有权
公开(公告)号：US10334105B1
公开(公告)日：2019-06-25
申请号：US15964159
申请日：2018-04-27
申请人： ASD Inc.
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke
IPC分类号： H04M3/51 , H04M3/56 , H04M7/00 , H04M3/46 , H04M3/42
摘要： A first call from a caller to a called party is forwarded to an agent at an answering service. A notification is received from the agent that a level of seriousness of the first call has become dire, and a second call is established between the agent and a crisis service having a crisis counselor that can provide assistance to the caller. The agent is connected into the second call only when the crisis counselor has acknowledged being available, and the second call is joined with the first call. The crisis counselor and the caller are allowed to speak directly by way of the joined calls, so that the crisis counselor can address the caller and attempt to convince same to avoid any activity that would be harmful thereto.

5. 发明授权

US09094514B2 Aural volume feedback in call center 有权
公开(公告)号：US09094514B2
公开(公告)日：2015-07-28
申请号：US14547716
申请日：2014-11-19
申请人： ASD Inc.
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke , Gary Foster
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51
CPC分类号： H04M3/5175 , H04M2203/402
摘要： An aural volume feedback system is implemented in a center having a plurality of agents working thereat. Each agent is situated at a work station for being in calling contact with a client. At the work station, a microphone transforms aural speech of the agent into an electrical format, and a volume detector samples the electrical format and generates based on the sampling an instantaneous volume level. The volume detector compares the generated volume level to a predetermined threshold to determine that the agent is speaking excessively loudly, and thereafter outputs a trigger signal. A feedback generator receives the trigger signal, and based thereon generates a feedback to be perceived by the offending agent at the work station, where the perceived feedback hopefully causes the offending agent to reduce the aural volume thereof.

6. 发明授权

US10212281B2 System and method for handling repetitive calls at call center 有权
公开(公告)号：US10212281B2
公开(公告)日：2019-02-19
申请号：US15612849
申请日：2017-06-02
申请人： ASD Inc.
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke
IPC分类号： H04M11/00 , H04M3/51 , H04M3/42
摘要： A call center answers calls from callers reporting incidents and dispatch responders in response thereto. A computing system at the call center receives a particular call from a caller regarding a particular incident, and determines whether the particular call is an original call that is reporting the particular incident for a first time to the call center, or is a repetitive call that is reporting the particular incident after the original call for the particular incident has already been received by the call center. If an original call, the computing system forwards the particular call to an agent at the call center for further attention. However, if a repetitive call, the computing system diverts the particular call from the agent at the call center. Accordingly, the resources of the call center may be concentrated on original calls and away from repetitive calls.

7. 发明授权

US10165120B2 System and method for escalating a call with a client 有权
公开(公告)号：US10165120B2
公开(公告)日：2018-12-25
申请号：US14853342
申请日：2015-09-14
申请人： ASD Inc., a PA Corp.
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke , Gary Foster
IPC分类号： H04M3/51 , H04M3/58 , H04M3/523
摘要： To respond to a call from a client to an organization, the call is directed to a lower-level agent associated with the organization for answering thereby. The lower-level agent employs a computing system of the organization, where the computing system includes an actuation device for initiating contact with a higher-level agent of the organization if it is determined that the calling client is calling regarding a matter worthy of escalation from the lower-level agent to the higher-level agent. A selection from the lower-level agent is received during the call of the actuation device to escalate the call from the lower-level agent to the higher-level agent, and in response to the received selection of the actuation device the call is escalated from the lower-level agent to the higher level agent.

8. 发明授权

US09300800B2 Aural volume feedback in call center 有权
标题翻译：呼叫中心听觉音量反馈
公开(公告)号：US09300800B2
公开(公告)日：2016-03-29
申请号：US14575480
申请日：2014-12-18
申请人： ASD Inc.
发明人： Martin Czachor, Jr. , Kevin Czachor , Norman Franke , Gary Foster
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/22
CPC分类号： H04M3/5175 , H04M3/2236 , H04M3/5133
摘要： An aural volume feedback system is implemented in a center having agents each situated at a work station in calling contact with a client. At the work station, a first microphone closer to the agent transforms aural speech thereof into an electrical format forwarded toward the client. A second microphone farther from the agent transforms aural speech thereof into an electrical format forwarded toward a volume detector which samples same and generates based thereon an instantaneous volume level. The volume detector compares the generated volume level to a predetermined threshold to determine that the agent is speaking excessively loudly, and outputs a trigger signal. A feedback generator receives the trigger signal, and generates a feedback to be perceived by the offending agent at the work station, where the perceived feedback hopefully causes the offending agent to reduce the aural volume thereof.
摘要翻译：听觉体积反馈系统在一个中心实施，每个座席都位于与客户端通话的工作站。在工作站，靠近代理的第一麦克风将其听觉语音转换成朝向客户转发的电格式。距离代理更远的第二麦克风将其听觉语音转换成朝向向其采样的音量检测器转发的电格式，并基于其立即生成音量。音量检测器将产生的音量与预定的阈值进行比较，以确定代理人的声音过大，并输出触发信号。反馈发生器接收触发信号，并且产生将被工作站上的违规代理感知的反馈，其中所感知的反馈希望导致违规代理减少其听觉体积。

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