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    • 94. 发明授权
    • Voice group sessions over telecommunication networks
    • 通过电信网络进行语音组会议
    • US08412171B2
    • 2013-04-02
    • US12017203
    • 2008-01-21
    • Anjana AgarwalDavid S. BencoByron J. Williams
    • Anjana AgarwalDavid S. BencoByron J. Williams
    • H04M3/42
    • H04L65/403
    • Telecommunication networks and methods are disclosed for providing a group session service for a plurality of participants. An application server in the telecommunication network receives a plurality of real-time media streams from the participants of the group session, and identifies voice media in the individual media streams. The voice media represents the spoken voice of the participants, and includes talking intervals separated by idle intervals (i.e., pauses in the spoken voice). The application server inputs the talking intervals as audio media elements into an audio media queue in the order received, and also outputs the audio media elements from the audio media queue in the order in which the audio media elements were inputted (i.e., in a first-in-first-out (FIFO) fashion) to generate a collective media stream for the group session. The collected audio stream is then provided to the participants of the group session.
    • 公开了用于为多个参与者提供组会话服务的电信网络和方法。 电信网络中的应用服务器从组会话的参与者接收多个实时媒体流,并识别各个媒体流中的语音媒体。 语音媒体表示参与者的口语,并且包括由空闲间隔(即,口语中的暂停)分开的通话间隔。 应用服务器按照接收到的顺序将通话间隔作为音频媒体元素输入到音频媒体队列中,并且还以音频媒体元素被输入的顺序从音频媒体队列输出音频媒体元素(即,第一个 先进先出(FIFO))来生成用于组会话的集体媒体流。 然后将收集的音频流提供给组会话的参与者。
    • 100. 发明申请
    • Method and apparatus for the integration of SMS message communications into call center operation
    • 用于将SMS消息通信集成到呼叫中心操作中的方法和装置
    • US20100279716A1
    • 2010-11-04
    • US12387367
    • 2009-05-01
    • David S. BencoDeborah L. Barclay
    • David S. BencoDeborah L. Barclay
    • H04W4/12
    • H04M3/5183H04L51/38H04M3/42382H04M2207/206
    • A method and apparatus for efficiently integrating SMS (short message service) messages into distributed agent call center operation. A call center application server receives an SMS message from an SMS client, then identifies the sender of the received SMS message, determining whether an SMS session associated with the sender is currently open and, if so, identifying the current SMS session agent. If an SMS session associated with the SMS message sender is not currently open, the call center application server opens an SMS session and selects a current SMS session agent, thereafter routing the SMS call to the current SMS session agent. The SMS session will remain open until closed, for example upon receipt of an SMS session closure message from the current agent.
    • 一种将SMS(短消息服务)消息有效集成到分布式代理呼叫中心操作中的方法和装置。 呼叫中心应用服务器从SMS客户端接收SMS消息,然后识别接收到的SMS消息的发送者,确定与发送者关联的SMS会话当前是否打开,如果是,则识别当前的SMS会话代理。 如果与SMS消息发送者相关联的SMS会话当前未打开,则呼叫中心应用服务器打开SMS会话并选择当前的SMS会话代理,此后将SMS呼叫路由到当前SMS会话代理。 SMS会话将保持打开,直到关闭,例如在从当前代理接收到SMS会话关闭消息时。