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71. 发明申请

WO2010087966A3 MOBILE COMMUNICATION DEVICE FOR ESTABLISHING AUTOMATED CALL BACK 审中-公开
标题翻译：用于建立自动呼叫的移动通信设备
公开(公告)号：WO2010087966A3
公开(公告)日：2010-11-11
申请号：PCT/US2010000238
申请日：2010-01-28
申请人： VIRTUAL HOLD TECHNOLOGY LLC , WILLIAMS MARK J , CAMULLI ERIC I , MINER LARRY
发明人： WILLIAMS MARK J , CAMULLI ERIC I , MINER LARRY
IPC分类号： H04W88/02 , H04W4/16
CPC分类号： H04M3/5231 , H04M1/274575 , H04M1/72519 , H04M3/5238 , H04M2201/38
摘要： A communication system and method for receiving incoming communications from mobile communication devices and for initiating a call-back. The communication system receives incoming communications from a mobile communication device, such as data requests. The data requests may be for a list of providers or companies and for a list of corresponding queues related to customer services, such as billing, for example. Further, the communication system typically includes components and queues for initiating a call-back sequence to a communication receiving device and placing an identifier associated with the communication receiving device in a user-selected queue. The communication system also determines the wait time in a queue and places an outgoing call to the communication receiving device. If a call back request is received from the mobile communication device, a call back to the communication receiving device is placed based upon the assigned placeholder in the queue.
摘要翻译：一种用于从移动通信设备接收传入通信并用于发起回叫的通信系统和方法。通信系统从移动通信设备接收诸如数据请求的传入通信。数据请求可以是供应商或公司的列表，以及例如与客户服务相关的相应队列的列表，例如计费。此外，通信系统通常包括用于向通信接收设备发起回叫序列的组件和队列，并将与通信接收设备相关联的标识符放置在用户选择的队列中。通信系统还确定队列中的等待时间并将呼出呼叫发送到通信接收设备。如果从移动通信设备接收到回叫请求，则基于所分配的占位符在队列中来回拨通信接收设备。

72. 发明申请

WO2005104518A3 SOLUTIONS FOR VOICE OVER INTERNET PROTOCOL (VoIP) 911 LOCATION SERVICES 审中-公开
标题翻译：通过互联网协议语音（VoIP）911地点服务的解决方案
公开(公告)号：WO2005104518A3
公开(公告)日：2006-05-11
申请号：PCT/US2004042367
申请日：2004-12-20
申请人： TELECOMM SERVICES INC , ZHU YINJUN , DICKINSON RICHARD , MARSHALL ROGER , HELME STEVEN P
发明人： ZHU YINJUN , DICKINSON RICHARD , MARSHALL ROGER , HELME STEVEN P
IPC分类号： H04L12/28 , H04L12/56 , H04L12/66 , H04L29/06 , H04M3/42 , H04M7/00 , H04M11/04
CPC分类号： H04M3/42348 , H04L29/06027 , H04L61/106 , H04L65/1006 , H04L65/1069 , H04L65/1083 , H04L67/14 , H04L67/141 , H04L67/18 , H04M3/42 , H04M3/42042 , H04M3/42195 , H04M3/42357 , H04M3/5116 , H04M3/5231 , H04M7/0024 , H04M7/006 , H04M7/0075 , H04M11/04 , H04M2242/04 , H04M2242/30 , H04W4/02 , H04W4/20 , H04W4/22 , H04W40/02 , H04W76/007 , H04W76/04 , H04W80/00 , H04W80/04
摘要： An E-9-1-1 voice-over-IP (VoIP) solution is provided wherein a 911 call from a mobile VoIP device is routed directly to the correct Public Safety Answer Point (PSAP) via dedicated trunks, together with correct location information and call-back number. VoIP gateways are implemented locally, at least one per LATA, and accept VoIP packetized data inbound, and convert it to standard wireline voice calls. Calls are routed to an IP address at the VoIP gateway, which then egresses the call to a voice port at a selective router. Mid-call updating of location of a moving VoIP terminal is provided to a PSAP. The location of the VoIP is validated using HTTP based protocol by pushing location information to a VoIP location server, and comparing it against a geographic location database to confirm that a contained street address is valid.
摘要翻译：提供了一种E-9-1-1 IP语音（VoIP）解决方案，其中来自移动VoIP设备的911呼叫经由专用中继线直接路由到正确的公共安全接收点（PSAP），以及正确的位置信息和回拨号码。 VoIP网关在本地实现，每个LATA至少有一个，并接收VoIP分组数据入站，并将其转换为标准有线语音呼叫。呼叫路由到VoIP网关的IP地址，VoIP网关然后将呼叫从出口到选择性路由器的语音端口。将移动VoIP终端的位置的中间呼叫更新提供给PSAP。通过将位置信息推送到VoIP位置服务器，并且将其与地理位置数据库进行比较以确认所包含的街道地址是有效的，使用基于HTTP的协议来验证VoIP的位置。

73. 发明申请

WO01080540A1 METHOD FOR PREDICTING AND MANAGING CALL LOAD BY DETERMINING THE OPTIMUM FREQUENCY OF OUTBOUND CALL GENERATION 审中-公开
标题翻译：通过确定外部呼叫发生的最佳频率来预测和管理呼叫负担的方法
公开(公告)号：WO01080540A1
公开(公告)日：2001-10-25
申请号：PCT/US2001/007457
申请日：2001-03-07
IPC分类号： H04L29/06 , H04M3/42 , H04M3/48 , H04M3/51 , H04M3/523 , H04M3/53 , H04M7/00 , H04M7/12 , H04M3/00
CPC分类号： H04L29/06 , H04M3/42323 , H04M3/48 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5231 , H04M3/5232 , H04M3/5233 , H04M3/5235 , H04M3/5238 , H04M3/5307 , H04M7/0033 , H04M7/12 , H04M2201/50 , H04M2207/12
摘要： A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module (113) for generating numbers to be automatically dialed, a dialing unit (123) for dialing numbers generated, a queue (117) for queuing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method or a simulation method for determining the call generation rate. In the analytical method, one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques is used. In the simulation method, parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.
摘要翻译：一种用于平衡出站拨号速率与电话呼叫中心中的代理利用率的系统，最小化应答的拨出呼叫的等待时间，具有用于生成要自动拨号的号码的呼叫号码产生模块（113），用于拨打所产生的号码的拨号单元（123）用于排队应答呼叫的队列（117），以及用于监视性能并产生呼叫产生速率的统计模块。该系统使用分析方法或模拟方法来确定呼叫生成速率。在分析方法中，使用系统过程的分布函数，数值方法，非线性方程的求解或概率技术中的一个或多个。在仿真方法中，通过模拟系统的每个过程，基于以前的经验来预测系统的行为，并且将来找到最后的点进行下一个呼叫，在没有足够的信息的情况下，估计与排队系统有关的参数。

74. 发明申请

WO00072535A1 ENTERPRISE CONTACT SERVER WITH ENHANCED ROUTING FEATURES 审中-公开
标题翻译：企业联系服务器与增强的路由功能
公开(公告)号：WO00072535A1
公开(公告)日：2000-11-30
申请号：PCT/US2000/014058
申请日：2000-05-22
IPC分类号： H04L29/06 , H04L29/08 , H04M3/42 , H04M3/51 , H04M3/523 , H04M11/00 , H04L12/64
CPC分类号： H04L65/4007 , H04L29/06 , H04L29/06027 , H04L67/14 , H04L67/42 , H04L69/329 , H04M3/5191 , H04M3/5231 , H04M3/5233 , H04M3/5237 , H04M7/0027
摘要： The present invention is an Enterprise Contact Server (100) that enables customers to submit call-back requests to agents (13) located at any one of a plurality of call centers (116) via the Internet (32), or virtually any other communications technology available.
摘要翻译：本发明是一种企业联系服务器（100），其使得客户能够经由因特网（32）向位于多个呼叫中心（116）中的任何一个的代理（13）提交回叫请求，或者几乎任何其他通信技术可用。

75. 发明申请

WO00026817A1 A STORED-MEDIA INTERFACE ENGINE PROVIDING AN ABSTRACT RECORD OF STORED MULTIMEDIA FILES WITHIN A MULTIMEDIA COMMUNICATION CENTER 审中-公开
标题翻译：在多媒体通信中心提供存储多媒体文件的摘录记录的存储介质接口引擎
公开(公告)号：WO00026817A1
公开(公告)日：2000-05-11
申请号：PCT/US1999/025308
申请日：1999-10-26
IPC分类号： G06F17/30 , G06F3/048 , G06F12/00 , G06Q10/00 , H04L29/06 , H04L29/08 , H04M3/00 , H04M3/22 , H04M3/42 , H04M3/51 , H04M3/523 , H04M7/12 , H04M11/00
CPC分类号： H04L65/1043 , G06Q10/06 , H04L29/06 , H04L29/06027 , H04L65/1026 , H04L65/103 , H04L65/1036 , H04L65/104 , H04L65/1069 , H04L65/4007 , H04L67/00 , H04L69/329 , H04M3/2218 , H04M3/42221 , H04M3/42323 , H04M3/51 , H04M3/5166 , H04M3/5175 , H04M3/5183 , H04M3/5191 , H04M3/5231 , H04M7/12 , H04M2201/38 , H04M2201/40 , H04M2201/42 , H04M2201/60 , H04M2203/404 , Y10S707/99931
摘要： An Interaction Object Model (IOM) interface to a data repository includes objects representing files in the data repository; standardized information about each file [255], the information associated in the IOM with each object, and an updating interface [253] communicating with the data repository [263], keeping objects conformal with the files in the data repository. An interaction interface to system function modules requiring data associated with the files in the data repository is provided, wherein through the interaction interface the system function modules are enabled to retrieve required data from the IOM without accessing the data files in the data repository directly. A principle use is in a multimedia call center, storing text and non-text transactions of the call center.
摘要翻译：与数据存储库的交互对象模型（IOM）接口包括表示数据存储库中的文件的对象; 关于每个文件[255]的标准化信息，与每个对象相关联的IOM中的信息，以及与数据存储库通信的更新接口[253]，保持对象与数据存储库中的文件保持一致。提供了与数据存储库中的文件相关联的系统功能模块的交互界面，其中通过交互界面，系统功能模块能够从IOM检索所需的数据，而不直接访问数据存储库中的数据文件。一个主要用途是在多媒体呼叫中心，存储呼叫中心的文本和非文本交易。

76. 发明申请

WO9965252A3 IMPLEMENTATION OF CALL-CENTER OUTBOUND DIALING CAPABILITY AT A TELEPHONY NETWORK LEVEL 审中-公开
标题翻译：电话网络级别呼叫中心拨号能力的实现
公开(公告)号：WO9965252A3
公开(公告)日：2000-02-03
申请号：PCT/US9912700
申请日：1999-06-07
申请人： GENESYS TELECOMM LAB INC
发明人： MILOSLAVSKY ALEC
IPC分类号： H04M3/36 , H04M3/42 , H04M3/51 , H04M3/523 , H04Q3/64 , H04M3/00
CPC分类号： H04M3/36 , H04M3/42323 , H04M3/5158 , H04M3/5183 , H04M3/5231 , H04M3/5234 , H04Q3/64 , H04Q2213/13034 , H04Q2213/13072 , H04Q2213/13093 , H04Q2213/13107 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/1322 , H04Q2213/13224 , H04Q2213/13395
摘要： A system (33) for outbound dialing for call centers (11) places the outbound dialer (21) at network level (13), and client call centers provide destination number calling lists. The outbound dialer (21), upon completing a call to a destination number, connects the completed call to a routing point at a client call center. The system (33) may be CTI-enhanced, and can be hosted by a client of the network provider, or by the network provider. Clients may subscribe to the network provider for service, providing calling lists and routing points, and completed calls may be routed to call centers operated by different clients. The architecture and method of this system (33) minimizes the number of leased lines required by each call center taking advantage of the system (33).
摘要翻译：用于呼叫中心（11）的出站拨号的系统（33）将出站拨号器（21）放置在网络级（13），并且客户端呼叫中心提供目的地号码呼叫列表。出站拨号器（21）在完成对目的地号码的呼叫时，将完成的呼叫连接到客户端呼叫中心的路由点。系统（33）可以是CTI增强的，并且可以由网络提供商的客户机或由网络提供商托管。客户可以订阅网络提供商进行服务，提供呼叫列表和路由点，完成的呼叫可以被路由到由不同客户端操作的呼叫中心。该系统的架构和方法（33）使得利用系统（33）的每个呼叫中心所需的租用线路的数量最小化。

77. 发明授权

KR101781056B1 고객 접촉 시스템 및 방법 有权
公开(公告)号：KR101781056B1
公开(公告)日：2017-10-23
申请号：KR1020127006958
申请日：2010-08-25
申请人： 아마존 테크놀로지스, 인크.
发明人： 제이존알. , 대쉬제레미에이. , 저드킨스브록에이. , 카우프만도날드엘. , 린영-천 , 샤프레이몬드피. , 설리반조셉디. , 웨이랜드토마스제이. , 키드와이타우시프
IPC分类号： H04M3/42 , H04M3/51 , H04M7/00 , H04M3/523 , G06Q30/06
CPC分类号： H04M7/003 , G06Q30/0603 , H04M3/42195 , H04M3/42365 , H04M3/5191 , H04M3/5231
摘要： 퍼스널컴퓨팅디바이스의사용자는네트워크-기반서비스에의하여제공된사용자인터페이스에디스플레이된관심있는아이템을식별할수도있고, 더많은정보를획득할수도있다. 사용자는더 많은정보를획득하기위하여접촉분배시스템과통신상태에있는접촉서비스에하나또는그 이상의전자접촉요청들을제출할수도있다. 접촉분배시스템은서비스에이전트들의정확한실시간이용가능성을결정하고, 고객과에이전트사이의통신들을사용자에의하여제공된사용자접촉정보에부합되게설립되도록한다.

78. 发明授权

KR101362536B1 SIP를 이용한 엘리베이터 비상 통화 교환 시스템 및 방법 有权
标题翻译：电梯紧急呼叫操作系统和使用会议启动协议的方法
公开(公告)号：KR101362536B1
公开(公告)日：2014-02-13
申请号：KR1020120123664
申请日：2012-11-02
申请人： 윤상호
发明人： 윤상호
IPC分类号： H04L29/06 , H04L12/66 , G08B21/02 , B66B3/00
CPC分类号： H04M11/04 , B66B3/00 , H04L65/1006 , H04M3/5231 , H04W4/14
摘要： The present invention comprises: a security room key phone; an elevator emergency call terminal for calling a voice call connection request by pressing an emergency button in case of emergency in an elevator and performing a voice call; an elevator CCTV for photographing and transmitting a video inside the elevator; a converter which is prepared in a main panel board and is formed for connecting a voice call connection request to the security room key phone; a DVR which is prepared in the main panel board for receiving and storing the video from the elevator CCTV; an SIP gateway which is prepared in the main panel board for receiving the voice call connection request requested from the elevator emergency call terminal, transmitting according to an SIP protocol, receiving and transmitting the video photographed in the elevator CCTV according to the SIP protocol and transmitting identification number and location information of the elevator; and an SIP server for receiving the voice call connection request and video, the identification information and location information of the elevator, performing voice call connection and video providing by ARC-connecting to designated mobile phone number, landline number, 119 and call center telephone number with one method among priority, simultaneous, multipeer connection and distribution time allocation by number according to the voice call connection request and transmitting an SMS having the identification information and location information of the elevator to the designated mobile phone number, 119 and call center telephone number. [Reference numerals] (110) Security room key phone; (120) Elevator emergency call terminal; (121) Elevator CCTV; (130) Converter; (140) SIP gateway; (150) SIP server; (160) Portable telephone; (161) Landline telephone; (162) 119 center; (163) Call center; (AA) IP network
摘要翻译：本发明包括：安全室钥匙电话; 电梯紧急呼叫终端，用于在电梯中紧急情况下按紧急按钮来呼叫语音呼叫连接请求并执行语音呼叫; 用于在电梯内拍摄和发送视频的电梯CCTV; 一个转换器，它被准备在一个主面板上，并被形成用于将语音呼叫连接请求连接到安全室钥匙电话; 在主面板中准备的用于从电梯CCTV接收和存储视频的DVR; 在主面板中准备的用于接收从电梯紧急呼叫终端请求的语音呼叫连接请求的SIP网关，根据SIP协议进行发送，根据SIP协议接收和发送在电梯CCTV中拍摄的视频，并发送电梯的识别号码和位置信息; 以及用于接收语音呼叫连接请求和视频的SIP服务器，电梯的识别信息和位置信息，通过ARC连接到指定的移动电话号码，座机号码119和呼叫中心电话号码进行语音呼叫连接和视频提供通过根据语音呼叫连接请求的优先权，同时，多播连接和分配时间分配方法，并将具有电梯的识别信息和位置信息的SMS发送到指定的移动电话号码119和呼叫中心电话号码。（附图标记）（110）安全室钥匙电话; （120）电梯紧急呼叫终端; （121）电梯闭路电视; （130）转换器; （140）SIP网关; （150）SIP服务器; （160）便携式电话; （161）有线电话; （162）119中心; （163）呼叫中心; （AA）IP网络

79. 发明公开

KR1020060108793A 캐릭터를 이용한 음성호 제공시스템 및 그 방법, 그리고,음성통신장치 失效
标题翻译：使用字符提供语音呼叫的系统及其方法和语音通信设备
公开(公告)号：KR1020060108793A
公开(公告)日：2006-10-18
申请号：KR1020050030950
申请日：2005-04-14
申请人： 김정자
发明人： 김정자
IPC分类号： H04M3/42 , H04M3/523
CPC分类号： H04M3/5231 , H04M2201/40
摘要： 캐릭터를 이용한 음성호 제공시스템 및 그 방법, 그리고, 음성통신장치가 개시된다. 캐릭터 관리부는 구매자가 선택한 영상캐릭터에 고유하게 부여되는 캐릭터 식별정보, 구매자의 통신수단 식별정보 및 소정의 음성호연결방식을 포함하는 영상캐릭터 관리정보를 생성한다. 저장부에는 각각의 구매자에 대해 생성된 영상캐릭터 관리정보 및 구매자의 통신수단과 수신자의 단말장치 사이에 음성호가 연결되면 구매자가 선택한 영상캐릭터를 출력하고, 구매자의 음성데이터 구간에 동기시켜 수신자의 단말장치에 출력된 영상캐릭터의 형상을 변경시키는 동작을 수행하는 응용프로그램이 저장된다. 캐릭터 전송부는 수신자의 단말장치로부터 수신된 캐릭터 식별정보에 대응하는 영상캐릭터를 독출하여 구매자의 통신수단 및 수신자의 단말장치로 전송한다. 호연결부는 수신자의 단말장치로부터 수신된 캐릭터 식별정보에 대응하는 구매자의 통신수단 식별정보를 기초로 구매자의 통신수단과 수신자의 단말장치 사이에 음성호를 연결한다. 프로그램 제공부는 저장부로부터 응용프로그램을 독출하여 캐릭터 식별정보를 전송한 수신자의 단말장치로 전송한다. 본 발명에 따르면, 발신자는 영상캐릭터에 의해 자신을 표현할 수 있고, 발신자와 수신자 사이의 호연결시 발신자의 음성구간에 동기시켜 캐릭터의 변형시킴으로써 보다 다양한 서비스를 제공할 수 있다.

80. 发明公开

KR1020060031048A 에스지에스엔 아이유 인터페이스의 이중화 장치 및 그 방법 无效
标题翻译：用于复用SGSN IU接口的装置和方法
公开(公告)号：KR1020060031048A
公开(公告)日：2006-04-12
申请号：KR1020040079928
申请日：2004-10-07
申请人： 에릭슨 엘지 주식회사
发明人： 양진석
IPC分类号： H04L5/14
CPC分类号： H04L5/14 , H04L49/405 , H04L69/40 , H04M3/5231
摘要： 본 발명은 SGSN Iu 인터페이스의 이중화 장치 및 그 방법을 제공하기 위한 것으로, 네트워크 프로세서와 범용의 호스트 프로세서를 탑재하여 데이터 패킷을 처리하는 이중화된 전면 보드와; 상기 전면 보드와 연결되고, SDH/SONET 물리적 링크 계층을 사용하는 이중화된 후면 보드를 포함하여 구성함으로써, 네트워크 프로세서와 범용의 호스트 프로세서가 장착되어 데이터 패킷을 처리하는 전면 보드와 SDH/SONET 물리적 계층을 사용하는 선로를 가지는 후면 보드를 각각 두 장씩 실장하여 고장 감래 시스템을 구현할 수 있게 되는 것이다.

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