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1. 发明申请

US20060154654A1 Method and system for the automated answering and holding of a call 审中-公开
标题翻译：用于自动应答和保持呼叫的方法和系统
公开(公告)号：US20060154654A1
公开(公告)日：2006-07-13
申请号：US11031179
申请日：2005-01-07
申请人： Fadi Jabbour , David Lee , Johnny Lee , Craig Cotton
发明人： Fadi Jabbour , David Lee , Johnny Lee , Craig Cotton
IPC分类号： H04M3/42
CPC分类号： H04M3/428
摘要： In accordance with a particular embodiment of the present invention, a method for the automated answering and holding of a call includes receiving an incoming call directed to a first endpoint from a second endpoint. A detection is made that the first endpoint is communicating with a third endpoint on a previous call. An indication is received from a recipient of the incoming call that the recipient desires the incoming call to be automatically answered and held. The incoming call from the second endpoint is automatically answered without interrupting the previous call, and the incoming call from the second endpoint is placed in a queue.
摘要翻译：根据本发明的特定实施例，用于自动应答和保持呼叫的方法包括从第二端点接收定向到第一端点的呼入。检测到第一端点正在与先前呼叫的第三端点进行通信。接收来自呼入接收者的指示，接收者希望来电被自动应答和保持。来自第二端点的呼入自动应答而不中断先前的呼叫，并且来自第二端点的呼入被放置在队列中。

2. 发明申请

US20080320080A1 LINKING RECOGNIZED EMOTIONS TO NON-VISUAL REPRESENTATIONS 有权
标题翻译：将识别的情境与非视觉表示联系起来
公开(公告)号：US20080320080A1
公开(公告)日：2008-12-25
申请号：US11766631
申请日：2007-06-21
申请人： Eric Lee , Fadi Jabbour , David Lee , Johnny Lee , Matthew Kuhlke
发明人： Eric Lee , Fadi Jabbour , David Lee , Johnny Lee , Matthew Kuhlke
IPC分类号： G06F15/16
CPC分类号： G10L15/22
摘要： A method of linking recognized emotions to non-visual representations includes receiving at a first location information corresponding to demonstrative behaviors of individuals. The behaviors of the individuals may be analyzed during a dynamic session, in which the information is used to determine emotional states of one or more of the individuals. The information about the emotional state may then be used at the first location to determine an action for improving the dynamic session.
摘要翻译：将识别的情绪与非视觉表示相关联的方法包括在第一位置接收与个体的示范行为相对应的信息。可以在动态会话期间分析个体的行为，其中信息用于确定一个或多个个体的情绪状态。然后可以在第一位置处使用关于情绪状态的信息来确定用于改善动态会话的动作。

3. 发明申请

US20070011678A1 Methods and systems for managing shared tasks 有权
标题翻译：用于管理共享任务的方法和系统
公开(公告)号：US20070011678A1
公开(公告)日：2007-01-11
申请号：US11177519
申请日：2005-07-07
申请人： Johnny Lee , Labhesh Patel , David Lee , Fadi Jabbour
发明人： Johnny Lee , Labhesh Patel , David Lee , Fadi Jabbour
IPC分类号： G06F9/46
CPC分类号： G06Q10/109 , G06Q10/02 , G06Q10/025 , G06Q10/06311
摘要： A template that lists a shared task is received at a first device. The template is also distributed in parallel to a plurality of other devices. When information indicating that the action has been performed is received, the template is updated at the first device and also at the other devices to indicate that the action has been performed.
摘要翻译：列出共享任务的模板在第一个设备处被接收。该模板也与多个其他设备并行分布。当接收到指示已经执行了动作的信息时，在第一设备和其他设备处更新模板以指示已经执行了动作。

4. 发明申请

US20060126804A1 Method and system of automatically pausing an automated voice session 有权
标题翻译：自动暂停自动语音会话的方法和系统
公开(公告)号：US20060126804A1
公开(公告)日：2006-06-15
申请号：US11283444
申请日：2005-11-18
申请人： David Lee , Johnny Lee , Fadi Jabbour , Bradley DeGrazia
发明人： David Lee , Johnny Lee , Fadi Jabbour , Bradley DeGrazia
IPC分类号： H04M1/64
CPC分类号： H04M3/53333 , H04M3/5166 , H04M2203/303 , H04M2203/551
摘要： A method for providing communication with an automated voice system includes establishing a first communication session between a caller and the automated voice system. The first communication session includes a call thread. The method also includes receiving a signal indicative of a call event. In response to receiving the signal indicative of the call event, a state of the call thread is saved. The method also includes establishing a second communication session between the caller and the automated voice system at a state of the call thread associated with the saved state of the call thread.
摘要翻译：一种用于与自动语音系统进行通信的方法包括在呼叫者和自动语音系统之间建立第一通信会话。第一个通信会话包括一个呼叫线程。该方法还包括接收指示呼叫事件的信号。响应于接收到指示呼叫事件的信号，保存呼叫线程的状态。该方法还包括在与呼叫线程的保存状态相关联的呼叫线程的状态下在呼叫者和自动语音系统之间建立第二通信会话。

5. 发明申请

US20050260974A1 System and method for voice scheduling and multimedia alerting 有权
标题翻译：用于语音调度和多媒体报警的系统和方法
公开(公告)号：US20050260974A1
公开(公告)日：2005-11-24
申请号：US10851317
申请日：2004-05-21
申请人： Johnny Lee , Aristotle Cruz , Fadi Jabbour , David Lee , Labhesh Patel
发明人： Johnny Lee , Aristotle Cruz , Fadi Jabbour , David Lee , Labhesh Patel
IPC分类号： H04L12/58 , H04L29/08 , H04M11/10
CPC分类号： H04L67/24 , H04L51/04 , H04M11/10
摘要： A method for communicating a reminder message includes establishing a first connection between a user and a reminder center. The method includes communicating, from the user to the reminder center, a reminder time. The method also includes scheduling a reminder message at the reminder center, and terminating the first connection between the user and the reminder center. The method includes selecting, at the reminder center, a preferred endpoint associated with the user, from a plurality of endpoints associated with the user. The method also includes attempting to establish a second connection between the user and the reminder center, using the preferred endpoint associated with the user, at is approximately the reminder time, and communicating the reminder message from the reminder center to the user.
摘要翻译：用于传达提醒消息的方法包括建立用户和提醒中心之间的第一连接。该方法包括从用户向提醒中心传达提醒时间。该方法还包括在提醒中心处调度提醒消息，并终止用户和提醒中心之间的第一连接。所述方法包括在提醒中心从与用户相关联的多个端点中选择与用户相关联的优选端点。该方法还包括尝试在大约提醒时间使用与用户相关联的优选端点来建立用户与提醒中心之间的第二连接，以及将提醒消息从提醒中心传送给用户。

6. 发明申请

US20060285661A1 System and method for associating due dates with messages 有权
标题翻译：将到期日与消息相关联的系统和方法
公开(公告)号：US20060285661A1
公开(公告)日：2006-12-21
申请号：US11137049
申请日：2005-05-25
申请人： Labhesh Patel , Johnny Lee , Fadi Jabbour , David Lee
发明人： Labhesh Patel , Johnny Lee , Fadi Jabbour , David Lee
IPC分类号： H04M11/00
CPC分类号： H04M3/53 , H04M3/5335 , H04M3/537 , H04M2203/2072
摘要： A method for providing communication service includes determining that a call was not answered by an intended recipient of the call and determining a due date associated with the call. The method also includes communicating the due date to the intended recipient.
摘要翻译：一种用于提供通信服务的方法包括确定呼叫未被呼叫的预期接收者应答，并确定与该呼叫相关联的到期日。该方法还包括将到期日期传达给预期接收者。

7. 发明申请

US20060126803A1 Method and system of pausing an IVR session 有权
标题翻译：暂停IVR会话的方法和系统
公开(公告)号：US20060126803A1
公开(公告)日：2006-06-15
申请号：US11013222
申请日：2004-12-14
申请人： Labhesh Patel , Fadi Jabbour , Johnny Lee , David Lee
发明人： Labhesh Patel , Fadi Jabbour , Johnny Lee , David Lee
IPC分类号： H04M1/64
CPC分类号： H04M3/5166 , H04M2203/551
摘要： Disclosed is a method for providing communication with an interactive voice response system that includes establishing a communication session between a caller and an interactive voice response system. The communication session includes a call thread. The method includes detecting a pause condition associated with the communication session and pausing the call thread. A pause point in the call thread is determined when the call thread is paused. A reminder message may then be communicated to the caller at predefined intervals. The reminder message may include instructions to the caller for resuming the call thread. The method may also include receiving an indication to resume the call thread and resuming the call thread at the pause point.
摘要翻译：公开了一种用于与交互式语音应答系统进行通信的方法，其包括在呼叫者和交互式语音响应系统之间建立通信会话。通信会话包括一个呼叫线程。该方法包括检测与通信会话相关联的暂停条件并暂停呼叫线程。呼叫线程暂停时确定暂停点。然后可以预定义的间隔将提醒消息传达给呼叫者。提醒消息可以包括向呼叫者恢复呼叫线程的指令。该方法还可以包括接收恢复呼叫线程并在暂停点恢复呼叫线程的指示。

8. 发明申请

US20070071223A1 Method and system for handling a queued automatic call distributor call 有权
标题翻译：用于处理排队的自动呼叫分配器呼叫的方法和系统
公开(公告)号：US20070071223A1
公开(公告)日：2007-03-29
申请号：US11231598
申请日：2005-09-20
申请人： Johnny Lee , Fadi Jabbour , David Lee
发明人： Johnny Lee , Fadi Jabbour , David Lee
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5231 , H04M7/006
摘要： A method for handling a queued automatic call distributor call includes receiving a call from an endpoint of a caller over a first connection. The call comprises a request for service. The method includes connecting the call to an automatic call distributor through a second connection and determining that the call is queued. The method includes terminating the first connection with the caller and receiving an indicator to reestablish a connection with the caller. The method also includes reestablishing a connection with the caller.
摘要翻译：用于处理排队的自动呼叫分配器呼叫的方法包括通过第一连接从呼叫者的端点接收呼叫。呼叫包括服务请求。该方法包括通过第二连接将呼叫连接到自动呼叫分配器，并确定呼叫已排队。该方法包括终止与呼叫者的第一连接，并接收指示符以重新建立与呼叫者的连接。该方法还包括重新建立与呼叫者的连接。

9. 发明申请

US20060256956A1 System and method for providing queue time credit for self-servicing callers 有权
标题翻译：为自助服务呼叫者提供队列时间信用的系统和方法
公开(公告)号：US20060256956A1
公开(公告)日：2006-11-16
申请号：US11129983
申请日：2005-05-16
申请人： Johnny Lee , Fadi Jabbour , David Lee
发明人： Johnny Lee , Fadi Jabbour , David Lee
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5166 , H04M3/523 , H04M2201/14 , H04M2203/2011
摘要： A system and method for servicing a caller at a contact center includes providing self-service menu options to the caller through an automated system, and determining a total time spent by the caller in the automated system. If the caller's attempts at self-service are unsuccessful, the caller is transferred out of the automated system and into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated system. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.
摘要翻译：用于在联络中心处对呼叫者进行维修的系统和方法包括通过自动化系统向呼叫者提供自助服务菜单选项，以及确定呼叫者在自动化系统中花费的总时间。如果呼叫者对自助服务的尝试不成功，则呼叫者被转移出自动系统并进入等待队列的位置，等待队列中的呼叫者的位置是基于所花费的总时间的信用来确定的来电者在自动化系统中。要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。提交它的理解是，它不会用于解释或限制权利要求的范围或含义。

10. 发明申请

US20060256950A1 System and method for improved contact center services to disabled callers 有权
标题翻译：改善向残疾人呼叫中心服务的系统和方法
公开(公告)号：US20060256950A1
公开(公告)日：2006-11-16
申请号：US11126700
申请日：2005-05-11
申请人： Labhesh Patel , Fadi Jabbour , Johnny Lee , David Lee
发明人： Labhesh Patel , Fadi Jabbour , Johnny Lee , David Lee
IPC分类号： H04M3/00
CPC分类号： H04M3/5235 , H04M3/382 , H04M3/493 , H04M3/5166 , H04M2203/2066
摘要： A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).
摘要翻译：用于在联络中心处服务呼叫者的系统和方法包括提示呼叫者与呼叫者的残疾证书相关联的密码，然后访问包含认证密码的证书的数据库以检索证书中列出的信息。证书信息包括呼叫者的一种残疾。在认证之后，系统提供适合于呼叫者的残疾类型的服务响应。要强调的是，该摘要被提供以符合要求抽象的规则，允许搜索者或其他读者快速确定技术公开内容的主题。提交它的理解是，它不会用于解释或限制权利要求的范围或含义。 37 CFR 1.72（b）。

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