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1. 发明申请

US20170272576A1 VOICEMAIL TRANSMISSION UTILIZING SIGNALS ASSOCIATED WITH RADIO BAND FREQUENCIES 审中-公开
公开(公告)号：US20170272576A1
公开(公告)日：2017-09-21
申请号：US15471478
申请日：2017-03-28
申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION
发明人： Sheri G. Daye , William R. Glendenning, JR. , Peeyush Jaiswal
IPC分类号： H04M3/537 , H04W16/14
CPC分类号： H04M3/537 , H04M1/7255 , H04W4/12 , H04W16/14
摘要： A method for transferring information indicative of a voicemail to a recipient includes receiving a message via a voicemail system transmitted from a remote device. The method also includes storing the message in a memory associated with the voicemail system. The method further includes transmitting a voicemail notification indicator to a recipient via a designated radio frequency band for receipt by a recipient having access to a radio receiver.

2. 发明申请

US20160269557A1 SERVICE REQUEST ROUTING USING PASSIVE SKILL CERTIFICATION 审中-公开
标题翻译：使用被动技能认证的服务请求路由
公开(公告)号：US20160269557A1
公开(公告)日：2016-09-15
申请号：US15161397
申请日：2016-05-23
申请人： International Business Machines Corporation
发明人： Sheri G. Daye , Peeyush Jaiswal
IPC分类号： H04M3/523 , G06Q10/10
CPC分类号： H04M3/5233 , G06Q10/105
摘要： In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. The data processing system compares an amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill The data processing system performs skill-based routing in a contact center by reference to the agent skill record.
摘要翻译：在耦合到与多个代理终端进行通信的数据处理系统中，接收指示与代理终端相关联的代理处理服务请求的消息，该技术利用技术来代理代理未被指示为由代理数据库数据处理系统。数据处理系统将代理的技能的使用量与阈值进行比较。响应于有利的比较，数据处理系统更新代理技能记录以指示技能中的代理的认证。数据处理系统通过参考代理技能记录在联络中心中执行基于技能的路由。

3. 发明授权

US09338291B2 Using an ISDN message header to support time zone identification 有权
标题翻译：使用ISDN消息头来支持时区标识
公开(公告)号：US09338291B2
公开(公告)日：2016-05-10
申请号：US14271568
申请日：2014-05-07
申请人： International Business Machines Corporation
发明人： Sheri G. Daye , Peeyush Jaiswal , Slobodan Sipcic , Fang Wang
IPC分类号： H04M3/42 , H04W4/16 , H04M3/493 , H04M7/00
CPC分类号： H04M3/42348 , H04M3/42059 , H04M3/493 , H04M7/0033 , H04Q11/0428 , H04W4/16
摘要： Inserting time zone information within an Integrated Services for Digital Network (ISDN) message header is provided. A time zone indicator corresponding to an origin of a communication is inserted into a time zone indicator field within a header of an ISDN message. The ISDN message with the inserted time zone indicator corresponding to the origin of the communication within the header is sent to another data processing system via a network.
摘要翻译：在数字网络综合业务（ISDN）消息报头中插入时区信息。对应于通信来源的时区指示符被插入到ISDN消息的报头内的时区指示符字段中。具有与报头内的通信原点对应的插入时区指示符的ISDN消息经由网络发送到另一个数据处理系统。

4. 发明授权

US08824641B2 Real time automatic caller speech profiling 有权
标题翻译：实时自动呼叫者语音分析
公开(公告)号：US08824641B2
公开(公告)日：2014-09-02
申请号：US14057600
申请日：2013-10-18
申请人： International Business Machines Corporation
发明人： Sheri G. Daye , Peeyush Jaiswal , Fang Wang
IPC分类号： H04M1/64 , H04M1/00 , G10L17/00
CPC分类号： H04M3/4936 , G10L15/06 , G10L2015/0631 , H04M2201/40 , H04M2203/2061
摘要： A computer-implemented method, system, and/or computer program product recognizes a voice input received by an interactive voice recognition system. An unintelligible voice input, which is unintelligible due to background noise at the caller's location, is received from a caller. Upon determining that the unintelligible voice input does not match any entry from a lexicon of known voice inputs, the unintelligible voice input is stored in a no-match-based user profiles database, and the caller is prompted to transmit a non-verbal electronic input to clarify the unintelligible voice input. This non-verbal electronic input is used to match the unintelligible voice input with a specific known voice input from the lexicon of known voice inputs, which is updated with the unintelligible voice input. The updated lexicon is subsequently used in future phone calls from the user to match the unintelligible voice input to the user-requested activity for the caller.
摘要翻译：计算机实现的方法，系统和/或计算机程序产品识别由交互式语音识别系统接收的语音输入。从呼叫者接收到由于呼叫者位置处的背景噪音而无法理解的无法理解的语音输入。在确定不可理解的语音输入与来自已知语音输入的词典的任何条目不匹配时，不可理解的语音输入被存储在基于不匹配的用户简档数据库中，并且呼叫者被提示传送非语言电子输入澄清无法理解的语音输入。这种非语言电子输入用于将不可理解的语音输入与来自已知语音输入的词典的特定已知语音输入进行匹配，该语音输入用不可理解的语音输入更新。随后在将来的来自用户的电话呼叫中使用更新的词典，以将不可理解的语音输入与呼叫者的用户请求的活动相匹配。

5. 发明授权

US10142481B2 Voicemail transmission utilizing signals associated with radio band frequencies 有权
公开(公告)号：US10142481B2
公开(公告)日：2018-11-27
申请号：US15471478
申请日：2017-03-28
申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION
发明人： Sheri G. Daye , William R. Glendenning, Jr. , Peeyush Jaiswal
IPC分类号： H04M1/725 , H04M3/537 , H04W4/12 , H04W16/14
摘要： A method for transferring information indicative of a voicemail to a recipient includes receiving a message via a voicemail system transmitted from a remote device. The method also includes storing the message in a memory associated with the voicemail system. The method further includes transmitting a voicemail notification indicator to a recipient via a designated radio frequency band for receipt by a recipient having access to a radio receiver.

6. 发明申请

US20150326719A1 USING AN ISDN MESSAGE HEADER TO SUPPORT TIME ZONE IDENTIFICATION 有权
标题翻译：使用ISDN消息头来支持时区识别
公开(公告)号：US20150326719A1
公开(公告)日：2015-11-12
申请号：US14271568
申请日：2014-05-07
申请人： International Business Machines Corporation
发明人： Sheri G. Daye , Peeyush Jaiswal , Slobodan Sipcic , Fang Wang
IPC分类号： H04M3/42 , H04M3/493 , H04M7/00 , H04W4/16
CPC分类号： H04M3/42348 , H04M3/42059 , H04M3/493 , H04M7/0033 , H04Q11/0428 , H04W4/16
摘要： Inserting time zone information within an Integrated Services for Digital Network (ISDN) message header is provided. A time zone indicator corresponding to an origin of a communication is inserted into a time zone indicator field within a header of an ISDN message. The ISDN message with the inserted time zone indicator corresponding to the origin of the communication within the header is sent to another data processing system via a network.
摘要翻译：在数字网络综合业务（ISDN）消息报头中插入时区信息。对应于通信来源的时区指示符被插入到ISDN消息的报头内的时区指示符字段中。具有与报头内的通信原点对应的插入时区指示符的ISDN消息经由网络发送到另一个数据处理系统。

7. 发明授权

US09093062B2 Multilingual speech recognition and public announcement 有权
公开(公告)号：US09093062B2
公开(公告)日：2015-07-28
申请号：US14606055
申请日：2015-01-27
申请人： International Business Machines Corporation
发明人： Sheri G. Daye , Peeyush Jaiswal , Aleksas J. Vitenas
IPC分类号： G06F17/20 , G10L13/00 , G10L21/00 , G10L25/00 , G10L15/00 , H04R27/00 , G10L25/54
CPC分类号： G10L15/005 , G06F9/454 , G10L13/027 , G10L25/54 , H04R27/00
摘要： Embodiments of the present invention provide a system, method, and program product to deliver an announcement to people, such as a public announcement. A computer receives input representative of audio from one or more people speaking in one or more natural languages. The computer processes the input to identify the languages being spoken, and identifies a relative proportion of each of the identified languages. Using these proportions, the computer determines one or more languages in which to deliver the announcement. The computer then causes to be delivered the announcement in the determined languages. In other embodiments, the computer can also determine an order in which to deliver the announcement. Further, the computer can transmit the announcement in the determined languages and order for delivery in aural or visual form.

8. 发明申请

US20150195408A1 SERVICE REQUEST ROUTING USING PASSIVE SKILL CERTIFICATION 有权
标题翻译：使用被动技能认证的服务请求路由
公开(公告)号：US20150195408A1
公开(公告)日：2015-07-09
申请号：US14660079
申请日：2015-03-17
申请人： International Business Machines Corporation
发明人： Sheri G. Daye , Peeyush Jaiswal
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , G06Q10/105
摘要： In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill The data processing system performs skill-based routing in a contact center by reference to the agent skill record.
摘要翻译：在耦合到与多个代理终端进行通信的数据处理系统中，接收指示与代理终端相关联的代理处理服务请求的消息，该技术利用技术来代理代理未被指示为由代理数据库数据处理系统。响应于消息的接收，数据处理系统在代理数据库中更新代理技能记录，其指示代理人处理服务请求时技能的使用量。数据处理系统将代理的技能的使用量与阈值进行比较。响应于有利的比较，数据处理系统更新代理技能记录以指示技能中的代理的认证。数据处理系统通过参考代理技能记录在联络中心中执行基于技能的路由。

9. 发明申请

US20140286485A1 MONITORING AND PROVIDING ACCESS TO BACK TO BACK SCHEDULED CONFERENCE CALLS 有权
标题翻译：监控并提供访问返回安排的会议通话
公开(公告)号：US20140286485A1
公开(公告)日：2014-09-25
申请号：US13848108
申请日：2013-03-21
申请人： INTERNATIONAL BUSINESS MACHINES CORPORATION
发明人： Sheri G. Daye , Peeyush Jaiswal
IPC分类号： H04M3/56
CPC分类号： H04M3/56 , H04M3/382 , H04M3/563 , H04M2201/14 , H04M2203/5009
摘要： A method for monitoring and providing access to back to back scheduled conference calls within a teleconferencing system. The method includes receiving a call and a password entry from a caller. The method includes determining the password entry is valid for a scheduled conference call. The method includes determining the scheduled conference call is scheduled back to back with a previous conference call and that the previous conference call is not over. The method then includes determining the password entry is a specific password, wherein the specific password is issued only to callers accessing back to back scheduled conference calls and placing the caller on hold.
摘要翻译：一种用于在电话会议系统内监视和提供背靠背计划的电话会议的访问的方法。该方法包括从呼叫者接收呼叫和密码条目。该方法包括确定密码条目对于调度的电话会议是有效的。该方法包括确定与先前的电话会议背靠背进行调度的预定电话会议，并且先前的电话会议尚未结束。该方法然后包括确定密码条目是特定密码，其中特定密码仅发给访问背部调度的电话会议的呼叫者并且将呼叫者置于保持状态。

10. 发明授权

US10244116B2 Service request routing using passive skill certification 有权
公开(公告)号：US10244116B2
公开(公告)日：2019-03-26
申请号：US15161397
申请日：2016-05-23
申请人： International Business Machines Corporation
发明人： Sheri G. Daye , Peeyush Jaiswal
IPC分类号： G06Q10/10 , H04M3/523 , H04M3/00 , H04L12/28
摘要： In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. The data processing system compares an amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.

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