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51. 发明申请

US20070036131A1 Method and system for handling calls at an automatic call distributor 有权
标题翻译：用于在自动呼叫分配器处理呼叫的方法和系统
公开(公告)号：US20070036131A1
公开(公告)日：2007-02-15
申请号：US11184109
申请日：2005-07-18
申请人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Aaron Tong , Martin Eppel
发明人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Aaron Tong , Martin Eppel
IPC分类号： H04M3/00 , H04L12/66
CPC分类号： H04M3/523
摘要： A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
摘要翻译：一种用于在自动呼叫分配器处理呼叫的方法包括从第一呼叫者接收第一呼叫以分发给多个代理之一，并从第一呼叫者接收与第一呼叫相关联的第一请求。该方法包括将第一请求链接到与一个或多个附加呼叫者的一个或多个附加呼叫相关联的一个或多个附加请求。该方法还包括分发用于处理多个代理的第一代理的第一呼叫和与链接到第一请求的一个或多个附加请求相关联的一个或多个附加呼叫。

52. 发明授权

US07170991B2 Method and system for utilizing proxy designation in a call system 有权
标题翻译：在呼叫系统中利用代理指定的方法和系统
公开(公告)号：US07170991B2
公开(公告)日：2007-01-30
申请号：US10649517
申请日：2003-08-25
申请人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Joseph F. Khouri
发明人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Joseph F. Khouri
IPC分类号： H04M3/00 , H04M3/42
CPC分类号： H04M3/523
摘要： A method for utilizing proxy designation in a call system includes receiving a call from a first user over a first connection with a first endpoint of the first user. The method includes receiving a proxy designation from the first user. The proxy designation comprises a proxy user designated to handle the call for the first user. The method also includes establishing a second connection with the proxy user and detecting the presence of the proxy user over the second connection.
摘要翻译：用于在呼叫系统中利用代理指定的方法包括：通过与第一用户的第一端点的第一连接来接收来自第一用户的呼叫。该方法包括从第一用户接收代理指定。代理指定包括被指定为处理第一用户的呼叫的代理用户。该方法还包括建立与代理用户的第二连接并且通过第二连接来检测代理用户的存在。

53. 发明授权

US07088814B1 Method and system for automatic call distribution based on network resource availability and agent skills 有权
标题翻译：基于网络资源可用性和代理技能的自动呼叫分配方法和系统
公开(公告)号：US07088814B1
公开(公告)日：2006-08-08
申请号：US10016862
申请日：2001-12-13
申请人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M2207/203
摘要： A method for handling calls of an automatic call distributor system includes receiving, from a user, a request for connection with one of a plurality of agents, having one of a plurality of skills. In a particular embodiment, a preferred agent of the plurality of agents is selected by a statistical analysis using variables including a network resource available along a communication path between the user and the preferred agent, and an impact of connecting the user with the preferred agent upon the availability of a generally unique skill of the plurality of skills, to a future user. The user is connected with the preferred agent, the preferred agent having the one of the plurality of skills.
摘要翻译：一种用于处理自动呼叫分配器系统的呼叫的方法包括从用户接收与具有多种技能之一的多个代理之一的连接的请求。在特定实施例中，通过使用包括沿着用户和优选代理之间的通信路径可用的网络资源的变量的统计分析来选择多个代理的优选代理，以及将用户与优选代理连接的影响向未来的用户提供多种技能的普遍独特技能的可用性。用户与首选代理连接，优选的代理具有多种技能之一。

54. 发明授权

US08731175B2 Method and system for securing access to information in an automatic call distributor system 有权
标题翻译：用于确保在自动呼叫分配器系统中访问信息的方法和系统
公开(公告)号：US08731175B2
公开(公告)日：2014-05-20
申请号：US11359252
申请日：2006-02-21
申请人： Shmuel Shaffer , Labhesh Patel , Cullen F. Jennings , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Cullen F. Jennings , Shantanu Sarkar
IPC分类号： H04M3/00
CPC分类号： H04M3/5183 , H04M2203/6009
摘要： A method for granting access to secure information includes receiving from a caller a call for connection with one of a plurality of agents, distributing the call to the agent of the plurality of agents, initiating an active communication session between the caller and the agent for handling the call, and granting to the agent access to the secure caller information using a plurality of access authentication information that includes an active communication session between the caller and the agent.
摘要翻译：用于授予对安全信息的访问的方法包括从呼叫者接收与多个代理之一的连接的呼叫，将呼叫分配给多个代理的代理，发起主叫方和代理之间的主动通信会话以进行处理呼叫，并且使用包括呼叫者和代理之间的活动通信会话的多个接入认证信息来授权代理对安全呼叫者信息的访问。

55. 发明授权

US07853001B2 Method and system for providing a camp-on service 有权
标题翻译：提供营地服务的方法和系统
公开(公告)号：US07853001B2
公开(公告)日：2010-12-14
申请号：US11101704
申请日：2005-04-08
申请人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel
发明人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel
IPC分类号： H04M3/42 , H04L12/66
CPC分类号： H04M3/48 , H04M7/0045
摘要： A method for providing a camp-on service includes receiving from a caller a request to communicate with a called party via a first communication method and notifying the caller that the called party is currently communicating on a first call via the first communication method. The method includes receiving from the caller a request to camp-on to the called party and an indication that the caller can be reached via a second communication method. The method also includes determining that the first call involving the called party has terminated.
摘要翻译：一种用于提供上位服务的方法，包括：通过第一通信方法从呼叫者接收与被叫方进行通信的请求，并且经由所述第一通信方法通知所述被叫方正在通过第一呼叫进行通信。该方法包括从呼叫者接收到被叫方的驻留请求以及通过第二通信方法可以访问呼叫者的指示。该方法还包括确定涉及被叫方的第一呼叫已经终止。

56. 发明授权

US07236580B1 Method and system for conducting a conference call 有权
标题翻译：进行电话会议的方法和系统
公开(公告)号：US07236580B1
公开(公告)日：2007-06-26
申请号：US10081608
申请日：2002-02-20
申请人： Shantanu Sarkar , Labhesh Patel , Shmuel Shaffer
发明人： Shantanu Sarkar , Labhesh Patel , Shmuel Shaffer
IPC分类号： H04M3/42 , H04M11/00 , G10L15/00
CPC分类号： H04M3/42221 , H04M3/567 , H04M7/1205 , H04M2201/38 , H04M2201/40 , H04M2201/60 , H04M2203/2061 , H04M2203/609
摘要： According to one embodiment of the invention, a method for conducting a conference call between two or more participants is provided. The method includes receiving an indication of a request for text from a participant. The method also includes converting, in response to the indication, any speech of the other participants of the conference call into text. The method also includes sending the text to a device associated with the participant who requested test. The device is operable to display the text.
摘要翻译：根据本发明的一个实施例，提供了一种用于在两个或更多个参与者之间进行电话会议的方法。该方法包括从参与者接收对文本的请求的指示。该方法还包括响应于指示将会议呼叫的其他参与者的任何语音转换为文本。该方法还包括将文本发送到与请求测试的参与者相关联的设备。该设备可操作以显示文本。

57. 发明申请

US20070036283A1 Method and system for recording automatic call distributor calls 有权
标题翻译：记录自动呼叫分配器呼叫的方法和系统
公开(公告)号：US20070036283A1
公开(公告)日：2007-02-15
申请号：US11187423
申请日：2005-07-22
申请人： Shmuel Shaffer , Labhesh Patel , Robert Bell , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Robert Bell , Shantanu Sarkar
IPC分类号： H04M1/64
CPC分类号： H04M3/523 , H04M3/382 , H04M3/42221
摘要： A method for recording automatic call distributor calls includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes creating a call signature associated with the call for recording verification and recording communications of the call to a recording file. The method also includes embedding the call signature in the recording file.
摘要翻译：用于记录自动呼叫分配器呼叫的方法包括从呼叫者接收分配给多个代理之一的呼叫并将呼叫分发给多个代理的第一代理进行处理。该方法包括创建与用于记录验证的呼叫相关联的呼叫签名并将呼叫的通信记录到记录文件。该方法还包括将呼叫签名嵌入到记录文件中。

58. 发明申请

US20060227949A1 Method and system for providing a camp-on service 有权
标题翻译：提供营地服务的方法和系统
公开(公告)号：US20060227949A1
公开(公告)日：2006-10-12
申请号：US11101704
申请日：2005-04-08
申请人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel
发明人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel
IPC分类号： H04M15/06 , H04M3/42 , H04M3/00
CPC分类号： H04M3/48 , H04M7/0045
摘要： A method for providing a camp-on service includes receiving from a caller a request to communicate with a called party via a first communication method and notifying the caller that the called party is currently communicating on a first call via the first communication method. The method includes receiving from the caller a request to camp-on to the called party and an indication that the caller can be reached via a second communication method. The method also includes determining that the first call involving the called party has terminated.
摘要翻译：一种用于提供上位服务的方法，包括：通过第一通信方法从呼叫者接收与被叫方进行通信的请求，并且经由所述第一通信方法通知所述被叫方正在通过第一呼叫进行通信。该方法包括从呼叫者接收到被叫方的驻留请求以及通过第二通信方法可以访问呼叫者的指示。该方法还包括确定涉及被叫方的第一呼叫已经终止。

59. 发明授权

US06976055B1 Apparatus and method for conducting a transfer of a conference call 有权
标题翻译：用于进行电话会议转接的装置和方法
公开(公告)号：US06976055B1
公开(公告)日：2005-12-13
申请号：US09766426
申请日：2001-01-18
申请人： Shmuel Shaffer , Shantanu Sarkar
发明人： Shmuel Shaffer , Shantanu Sarkar
IPC分类号： G06F15/16 , H04L29/06 , H04L29/08 , H04M3/56 , H04N7/14 , H04N7/15
CPC分类号： H04N7/15 , H04L29/06027 , H04L65/103 , H04L65/1046 , H04L65/1069 , H04L65/4053 , H04M3/568 , H04M2203/5081
摘要： A method and apparatus for conducting a transfer of a conference call are disclosed. A media gateway receives a message to transfer a conference call from a first call resource to a second call resource. If the message indicates a change in the number of clients participating in the conference call, the media gateway simultaneously transfers the conference call and plays a prompt to the clients indicating the change. If the message does not indicate the change, the media gateway transfers the conference call in response to detecting a period of silence.
摘要翻译：公开了一种进行电话会议转接的方法和装置。媒体网关接收消息以将电话会议从第一呼叫资源传送到第二呼叫资源。如果消息指示参与会议呼叫的客户端的数量发生变化，则媒体网关同时传送会议呼叫并向客户端发出指示该更改的提示。如果消息没有指示改变，则媒体网关响应于检测到静默期而传送电话会议。

60. 发明授权

US06973027B1 System and method for maintaining a communication session over gatekeeper failure 有权
标题翻译：维护关守关机通信会话的系统和方法
公开(公告)号：US06973027B1
公开(公告)日：2005-12-06
申请号：US09932544
申请日：2001-08-17
申请人： Shmuel Shaffer , Shantanu Sarkar
发明人： Shmuel Shaffer , Shantanu Sarkar
IPC分类号： H04J1/16 , H04L29/06 , H04L29/14 , H04M7/00
CPC分类号： H04L29/06027 , H04L65/1009 , H04L65/1043 , H04L69/40 , H04M7/0084
摘要： The present invention provides a method for maintaining a communication session between telephony devices, which includes establishing a first TCP/IP signaling communication link between a first telephony device and a proxy. The first TCP/IP signaling communication link is operable to communicate first keep alive signals between the proxy and the first telephony device. A second TCP/IP signaling communication link is established between a primary gatekeeper and the proxy. The second TCP/IP signaling communication link is operable to communicate second keep alive signals between the proxy and the primary gatekeeper. The first and second TCP/IP signaling communication links are terminated at the proxy. Therefore, a communication session between the first telephony device and a second telephony device may be maintained even if the second keep alive signals are interrupted.
摘要翻译：本发明提供了一种用于维护电话设备之间的通信会话的方法，其包括在第一电话设备和代理之间建立第一TCP / IP信令通信链路。第一TCP / IP信令通信链路可操作以在代理和第一电话设备之间首先通信保持活动信号。在主要关守和代理之间建立第二个TCP / IP信令通信链路。第二TCP / IP信令通信链路可操作以在代理和主网守之间传送第二保持活动信号。第一和第二TCP / IP信令通信链路在代理端被终止。因此，即使第二保持信号被中断，也可以维持第一电话设备和第二电话设备之间的通信会话。

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