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1. 发明申请

US20190045052A1 METHODS AND SYSTEMS FOR MANAGEMENT OF MEDIA CONTENT ASSOCIATED WITH MESSAGE CONTEXT ON MOBILE COMPUTING DEVICES 审中-公开
公开(公告)号：US20190045052A1
公开(公告)日：2019-02-07
申请号：US16158000
申请日：2018-10-11
申请人： Vyng, Inc.
发明人： Paul Kats , Jeffrey Chernick , Mark Randall Goldston , Arthur Herman Haedike, III , Sohrab Pirayesh
IPC分类号： H04M3/42 , H04M19/04 , H04M1/725 , H04M1/2745 , H04M1/57
CPC分类号： H04M3/42051 , H04M1/274516 , H04M1/576 , H04M1/72522 , H04M1/72555 , H04M3/42042 , H04M19/04 , H04M19/041 , H04M2201/50 , H04M2203/306
摘要： A system generally includes a lock-screen capable application executing on a recipient computing device configured to facilitate user interface access to a communication function of the recipient computing device while the recipient computing device remains in a locked state. The lock-screen capable application is configured to intercept a communication received by the recipient computing device that is associated with at least one of a communication application or a communication service. The system includes a content association application executing on the recipient computing device to facilitate associating a media content item with the intercepted communication based on a relevance of the media content item with the intercepted communication determined from automatically processing the intercepted communication to identify an association based on metadata descriptive of media content items stored in a library of the media content items.

2. 发明授权

US09942401B2 System and method for automated call center operation facilitating agent-caller communication 有权
公开(公告)号：US09942401B2
公开(公告)日：2018-04-10
申请号：US15606710
申请日：2017-05-26
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Alastair Sutherland
IPC分类号： H04M3/00 , H04M5/00 , H04M11/00 , H04M3/51 , G10L13/08 , G10L15/26 , H04M3/42 , H04M3/493 , H04M3/523 , H04M3/53 , H04W4/12 , H04M3/533
CPC分类号： H04M3/5183 , G10L13/08 , G10L15/265 , H04M3/42059 , H04M3/42221 , H04M3/42382 , H04M3/4936 , H04M3/51 , H04M3/5133 , H04M3/5166 , H04M3/523 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/357 , H04M2203/4536 , H04W4/12
摘要： A system and method for automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.

3. 发明申请

US20170230491A1 METHOD AND SYSTEM FOR PROVIDING CALLER INFORMATION 审中-公开
公开(公告)号：US20170230491A1
公开(公告)日：2017-08-10
申请号：US15040756
申请日：2016-02-10
申请人： Katayoun Hillier , Peter Hillier
发明人： Katayoun Hillier , Peter Hillier
IPC分类号： H04M1/57 , G10L15/26 , G06F17/28 , H04M3/42
CPC分类号： H04M1/578 , G06F17/2863 , G10L15/26 , H04M1/576 , H04M3/42042 , H04M3/42076 , H04M2201/60 , H04M2203/2061 , H04M2203/306 , H04M2203/651
摘要： Methods and systems of providing caller information are provided. Exemplary systems and methods provide location information for audio files including the caller information. The location information can be used to retrieve the audio information, which can be played on a call recipient's device, and/or a translation of the audio information, which can be displayed on the call recipient's device.

4. 发明申请

US20170126876A1 SYSTEM AND METHOD FOR BLOCKING CALLS TO RESTRICTED NUMBERS FROM CALL CENTERS 审中-公开
公开(公告)号：US20170126876A1
公开(公告)日：2017-05-04
申请号：US14926715
申请日：2015-10-29
申请人： DAVID JASSAN
发明人： DAVID JASSAN
IPC分类号： H04M1/677 , H04M3/42 , H04M1/663
CPC分类号： H04M3/42102 , H04M1/663 , H04M3/38 , H04M3/5158 , H04M2203/306
摘要： The present invention includes of a system and method to block calls to restricted numbers from call centers, in such a way that statistical data of all the calls made could be controlled, recorded and registered. Also, remote calls could be made which would be linked to a call center that also allows the monitoring of the quality of the calls made by sales agents in a call center. The sales agents can make the calls from a computer or from a land or mobile line. The system further includes a database with restricted numbers and a database with information of the clients and the recorded calls made by the agents, a centralized calls platform (CCP) with a server connected to the database which concentrates in one virtual place all the calls made by the different agents and controls the numeric menus with the corresponding options executed by an automated system of interactive voice response (IVR) that allows the platform to interact with an agent through the use of voice and touch input through a keypad, a variety of call stations and/or a central station or call center where the centralized platform is located.

5. 发明申请

US20170085713A1 ADJUSTABLE DUAL-TONE MULTI-FREQUENCY PHONE SYSTEM 有权
公开(公告)号：US20170085713A1
公开(公告)日：2017-03-23
申请号：US15270183
申请日：2016-09-20
申请人： Wal-Mart Stores, Inc.
发明人： Jose Casasola
IPC分类号： H04M3/527 , H04M3/493 , H04M7/12
CPC分类号： H04M3/527 , H04M3/493 , H04M3/4938 , H04M7/1295 , H04M2203/306 , H04M2203/408
摘要： Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable dual-tone multi-frequency (DTMF) phone system. The DTMF phone system includes a DTMF adjustment module that interfaces with a base DTMF phone system and retrieves call parameter values from at least one properties file. The call parameter value is indicative of an audio file to be played by the DTMF phone system, or a DTMF call flow option file. The DTMF adjustment module provides the call parameter values to the base DTMF phone system. The base DTMF phone system includes a number of variables, and a DTMF call flow is generated by assigning at least one of the call parameter values to one or more of the variables within the base DTMF phone system.

6. 发明授权

US09565309B2 Methods and systems for managing simulated real-time conversations 有权
标题翻译：用于管理模拟实时对话的方法和系统
公开(公告)号：US09565309B2
公开(公告)日：2017-02-07
申请号：US14829413
申请日：2015-08-18
申请人： Perfect Pitch Technology, LLC
发明人： Jacob Munns , Berton Earnshaw , Darren Rosenlund
IPC分类号： H04M1/64 , H04M3/51
CPC分类号： H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M2203/306
摘要： Methods and systems for managing real-time conversations include are disclosed. In one or more examples, voice communications may be received from a caller and converted into textual elements. The textual elements may be analyzed to identify key concepts or expressions. A segment of a call script associated with the identified key concepts or expressions can be identified, and a plurality of selectable audio responses to present to the caller based upon the identified segment of the call script and the identified key concepts or expressions may be provided to the agent-operator. An audio response selected by the agent-operator from the selectable audio responses may be communicated to the caller. Other aspects, embodiments, and features are also included.
摘要翻译：公开了用于管理实时对话的方法和系统。在一个或多个示例中，可以从呼叫者接收语音通信并将其转换为文本元素。可以分析文本元素以识别关键概念或表达。可以识别与所识别的关键概念或表达相关联的呼叫脚本的段，并且可以基于所识别的呼叫脚本的段和所识别的关键概念或表达来向呼叫者呈现多个可选择的音频响应，代理操作员。来自可选音频响应的代理操作者选择的音频响应可以被传送给呼叫者。还包括其他方面，实施例和特征。

7. 发明申请

US20160205249A1 System And Method For Processing Call Data 有权
标题翻译：用于处理呼叫数据的系统和方法
公开(公告)号：US20160205249A1
公开(公告)日：2016-07-14
申请号：US15067101
申请日：2016-03-10
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC分类号： H04M3/51 , G10L15/26
CPC分类号： H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
摘要： A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.
摘要翻译：提供了一种用于处理呼叫数据的系统和方法。监视用户和代理之间的呼叫。接收到具有对话语法的所选脚本。所选择的脚本通过将脚本的至少一部分转换成合成语音语句并向用户提供合成语音话语来执行。从用户接收到来自脚本的每个合成语音话语的语音话语。每个接收到的语音话语被转换为文本作为用户消息，并且用用户消息填充表单。将用户讲话话语和具有用户消息的表单提供给代理。

8. 发明申请

US20160165045A1 EDGE INJECTED SPEECH IN ELECTRONIC COMMUNICATIONS 有权
标题翻译： EDGE在电子通讯中的注入言论
公开(公告)号：US20160165045A1
公开(公告)日：2016-06-09
申请号：US14856033
申请日：2015-09-16
申请人： United Services Automobile Association (USAA)
发明人： Vijay Jayapalan , Greg Yarbrough , Eric Smith
IPC分类号： H04M3/42 , G10L13/033 , G10L13/04 , H04M3/51
CPC分类号： H04M3/5166 , G10L13/0335 , G10L13/043 , G10L2021/0135 , H04M3/42221 , H04M3/4936 , H04M3/5183 , H04M2201/39 , H04M2203/255 , H04M2203/306
摘要： Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for receiving an input from an agent during a call with a caller where the input directs one or more processors to inject a recorded statement in the agent's voice into the call, and where the recorded statement in the agent's voice is stored in a computer-readable file. Obtaining the recorded statement in the agent's voice based on data associated with the input and in response to receiving the input. And causing the recorded statement in the agent's voice to be inserted into a media stream of the call.
摘要翻译：方法，系统和装置，包括在计算机存储介质上编码的计算机程序，用于在呼叫期间接收来自代理的输入，其中输入引导一个或多个处理器将代理人的语音中的记录语句注入呼叫，并且代理人语音中记录的语句存储在计算机可读文件中。基于与输入相关联的数据并且响应于接收输入来获取代理人的语音中的记录语句。并将代理人语音中的记录语句插入到该通话的媒体流中。

9. 发明授权

US09241069B2 Emergency greeting override by system administrator or routing to contact center 有权
标题翻译：系统管理员或路由到联络中心的紧急问候语
公开(公告)号：US09241069B2
公开(公告)日：2016-01-19
申请号：US14146527
申请日：2014-01-02
申请人： Avaya Inc.
发明人： David S. Mohler
IPC分类号： H04M11/00 , H04M3/51
CPC分类号： H04M3/5116 , H04M3/54 , H04M2203/2044 , H04M2203/306
摘要： The system of the present disclosure can determine that one or more of a selected person and communication device of the selected person has been or may be impacted by an emergency event and, in response, change one or more of the following: a greeting message provided to a contactor, a status of the selected person, and a communication event treatment of an inbound communication event from the contactor to the selected person and/or communication device to notify the contactor of an impact or potential impact of the emergency event on the selected person and/or communication device and/or service the inbound communication event notwithstanding the impact of the emergency event on the selected person and/or communication device.
摘要翻译：本公开的系统可以确定所选择的人的选定人员和通信设备中的一个或多个已经或可能受到紧急事件的影响，并且作为响应，改变以下中的一个或多个：提供的问候消息接触者，所选择的人的状态以及从接触者到所选择的人和/或通信设备的入站通信事件的通信事件处理，以将紧急事件的影响或潜在影响通知给接触者所选择的人人员和/或通信设备和/或服务入境通信事件，尽管紧急事件对所选人和/或通信设备的影响。

10. 发明授权

US09197754B2 Preconfigured sender communication 有权
标题翻译：预配置的发件人通信
公开(公告)号：US09197754B2
公开(公告)日：2015-11-24
申请号：US13799567
申请日：2013-03-13
申请人： Comcast Cable Communications, LLC
发明人： Carl Klatsky
IPC分类号： H04M1/64 , H04M3/533 , H04M3/42
CPC分类号： H04M3/5307 , H04M3/42153 , H04M3/5335 , H04M3/53366 , H04M2203/306 , H04M2203/654 , H04W4/12
摘要： Methods and systems are described for allowing a calling party to provide a provisional message for a called party. In one aspect, when the calling party places a call to the called party and does not receive an answer, the calling party may choose to have the provisional message delivered.
摘要翻译：描述了允许呼叫方为被叫方提供临时消息的方法和系统。在一个方面，当主叫方向被叫方发出呼叫并且没有收到答复时，主叫方可以选择传送临时消息。

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