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1. 发明申请

US20060067507A1 Computer and telephony integration 有权
公开(公告)号：US20060067507A1
公开(公告)日：2006-03-30
申请号：US10955977
申请日：2004-09-30
申请人： George Erhart , David Skiba , Venkatesh Krishnaswamy , Ravi Sethi , Valentine Matula
发明人： George Erhart , David Skiba , Venkatesh Krishnaswamy , Ravi Sethi , Valentine Matula
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/523 , H04M3/42059 , H04M3/42323 , H04M3/5183 , H04M3/5237 , H04M2201/38
摘要： A method is disclosed that coordinates the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art. The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol (or “SIP”) to distribute and transfer calls to agents who are associated with a call center or contact center system. A server-based system is used in conjunction with call distribution based on SIP to replace some desktop and agent computer/telephony integration arrangements, thereby providing first-party call control. Customer-related information is embedded in the call transfer itself; as a result, the display of the customer-related information occurs at the agent's telecommunications terminal at the same time the call arrives.

2. 发明申请

US20060256734A1 Synchronizing information across telecommunications terminals for multiple users 有权
公开(公告)号：US20060256734A1
公开(公告)日：2006-11-16
申请号：US11128990
申请日：2005-05-13
申请人： George Erhart , Valentine Matula , Emily Matula , David Skiba
发明人： George Erhart , Valentine Matula , Emily Matula , David Skiba
IPC分类号： H04L12/28 , H04J3/06
CPC分类号： H04M1/7253 , H04M1/274516 , H04M2250/06
摘要： A method and apparatus are disclosed that enable the synchronization of user profile information for M users who are sharing K telecommunications terminals, wherein M and K are not necessarily equal to each other. The disclosed technique addresses the problem that occurs when multiple users share multiple terminals, in which a user that selects a particular terminal to use has to contend with the contact lists, user preferences, and call log entries that are left over from the previous user or users of the selected terminal. In accordance with the illustrative embodiment of the present invention, the user profile information is associated with and stored for each user in a group of users, in contrast to being associated with and stored for the telecommunications terminal. The user profile information comprises (i) contact information, (ii) call or message activity, and (iii) user terminal preferences.

3. 发明申请

US20060203977A1 Dynamic video generation in interactive voice response systems 有权
标题翻译：交互式语音应答系统中的动态视频生成
公开(公告)号：US20060203977A1
公开(公告)日：2006-09-14
申请号：US11076597
申请日：2005-03-10
申请人： George Erhart , Valentine Matula , David Skiba
发明人： George Erhart , Valentine Matula , David Skiba
IPC分类号： H04M11/00
CPC分类号： H04M3/493 , H04M3/42314 , H04M2201/50 , H04M2203/253
摘要： A method and apparatus are disclosed that enable an interactive voice response (IVR) system to generate video content in addition to audio content (e.g., synthesized speech, etc.). The video content is based on the state of the IVR system, the video display capacity of the calling telecommunications terminal, and information supplied by the user via a telecommunications terminal. The illustrative embodiment generates video content based on the text from which the audio content is generated. In particular, the video content comprises an abridged version of this text that is suitable for display at the telecommunications terminal. In the illustrative embodiment, the abridged version of the text is generated via syntactic and semantic processing. In addition, an abridged version of user-supplied information is generated and incorporated into the video content.
摘要翻译：公开了一种能够使交互式语音响应（IVR）系统除了音频内容（例如合成语音等）之外生成视频内容的方法和装置。视频内容基于IVR系统的状态，主叫电信终端的视频显示能力以及用户通过电信终端提供的信息。说明性实施例基于产生音频内容的文本生成视频内容。特别地，视频内容包括适合于在电信终端显示的该文本的简略版本。在说明性实施例中，通过语法和语义处理生成文本的简略版本。此外，生成用户提供的信息的简略版本并将其合并到视频内容中。

4. 发明申请

US20060203975A1 Dynamic content stream delivery to a telecommunications terminal based on the state of the terminal's transducers 审中-公开
标题翻译：基于终端的换能器的状态将动态内容流传送到电信终端
公开(公告)号：US20060203975A1
公开(公告)日：2006-09-14
申请号：US11240092
申请日：2005-09-30
申请人： George Erhart , Valentine Matula , David Skiba
发明人： George Erhart , Valentine Matula , David Skiba
IPC分类号： H04M1/64
CPC分类号： H04M3/4938
摘要： Apparatus and methods are disclosed that enable an interactive voice response (IVR) system to deliver content streams of various media types (e.g., video, audio, etc.) to telecommunications terminals via the addition of extensions to the Voice extensible Markup Language (VXML). The IVR system will deliver a particular content stream to a terminal only if: (i) the terminal has a transducer (e.g., speaker, video display, etc.) that is capable of outputting the content stream's media type, and (ii) that transducer is currently enabled.
摘要翻译：公开了一种使得交互式语音响应（IVR）系统能够通过添加到语音可扩展标记语言（VXML）的扩展来向电信终端传送各种媒体类型（例如，视频，音频等）的内容流的装置和方法，。只有在以下情况下，IVR系统才能将特定的内容流传送到终端：（i）终端具有能够输出内容流的媒体类型的传感器（例如，扬声器，视频显示器等），以及（ii）传感器当前已启用。

5. 发明申请

US20050286707A1 Method and apparatus for interactive voice processing with visual monitoring channel 有权
标题翻译：用于视觉监控通道的交互式语音处理方法和装置
公开(公告)号：US20050286707A1
公开(公告)日：2005-12-29
申请号：US10874791
申请日：2004-06-23
申请人： George Erhart , Valentine Matula , David Skiba
发明人： George Erhart , Valentine Matula , David Skiba
IPC分类号： H04M3/22 , H04M3/493 , H04M3/51 , H04M3/00 , H04M11/00
CPC分类号： H04M3/4938 , H04M3/2281 , H04M3/5166 , H04M2201/38 , H04M2201/40 , H04M2201/42 , H04M2203/254
摘要： A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.
摘要翻译：提供了IVR系统的视觉界面，以允许用户和交互式语音响应（IVR）系统之间的交互被视觉上监控。基于IVR脚本生成与代理的音频通信的视觉表示。 IVR脚本中的命令可以映射到可视化表示。视觉表示中的一个或多个字段可以用调用者的话语来填充。代理可以可选地查看或更新已经填充了话语的视觉表示中的字段。代理可以可选地改变IVR脚本的流程或干预音频通信。

6. 发明申请

US20050069119A1 Estimation of expected value for remaining work time for contact center agents 有权
标题翻译：估计联络中心代理人剩余工作时间的预期值
公开(公告)号：US20050069119A1
公开(公告)日：2005-03-31
申请号：US10674562
申请日：2003-09-30
申请人： George Erhart , Andrew Flockhart , Valentine Matula , David Skiba
发明人： George Erhart , Andrew Flockhart , Valentine Matula , David Skiba
IPC分类号： H04M3/51 , H04M3/523 , H04M3/42
CPC分类号： H04M3/51 , H04M3/5238 , H04M2201/14
摘要： The present invention provides a more accurate estimate as to time for completion of a call by using estimated time durations of separate phases of the call and by determining what phase a call is currently on. An important feature of the present invention is the use of automated speech processing techniques to estimate where the customer and agent are in their conversation and to gauge the rate of progress of the call.
摘要翻译：本发明通过使用呼叫的单独阶段的估计持续时间以及通过确定呼叫当前处于什么阶段来提供关于完成呼叫的时间的更准确的估计。本发明的一个重要特征是使用自动语音处理技术来估计客户和代理人在谈话中的位置以及衡量呼叫进度的速度。

7. 发明授权

US08718622B2 Pervasive contact center 有权
标题翻译：普及联络中心
公开(公告)号：US08718622B2
公开(公告)日：2014-05-06
申请号：US12888225
申请日：2010-09-22
申请人： George Erhart , Valentine Matula , David Skiba
发明人： George Erhart , Valentine Matula , David Skiba
IPC分类号： H04M3/00
CPC分类号： H04W4/02 , H04W4/10
摘要： Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities.
摘要翻译：提供支持从移动通信设备接收位置数据和/或触摸数据的方法和系统。更具体地，提供了可以从移动通信设备接收或关于移动通信设备的位置数据并将该位置数据与识别数据相关联的移动客户服务服务器。识别数据又可以被传送到其他服务器端组件，并用于选择要返回给移动通信设备的内容。移动客户服务服务器还可以接收输入到移动通信设备的触摸数据，并且可以向与其他服务器侧组件提供与触摸输入相关的识别数据。由移动客户服务服务器提供位置或触摸数据的服务器端组件本身不需要本地支持位置识别或触摸识别功能。

8. 发明授权

US08478826B2 Conditioning responses to emotions of text communications 有权
标题翻译：调节对文本传播情绪的反应
公开(公告)号：US08478826B2
公开(公告)日：2013-07-02
申请号：US12833182
申请日：2010-07-09
申请人： George Erhart , Valentine Matula , David Skiba
发明人： George Erhart , Valentine Matula , David Skiba
IPC分类号： G06F15/16
CPC分类号： G06Q10/107 , G06Q50/01
摘要： A text communication, such as an email or blog posting from a user, is monitored to identify an issue. A score(s) of the text communication is determined by analyzing words/phrases in the text communication. A score can be based on various factors such as annoyance, language precision, help-ability, a communication length, and the like. A range for the score(s) is determined. When a response to the text communication is generated, a score(s) of the response to the text communication is determined. If one or more of the score(s) of the response is outside the range for the score(s), the response is rejected. Words/phrases are identified in the response to the text communication that can be changed in order to get the score(s) of the response within the range of the score(s) of the text communication. This information is displayed to an agent so an appropriate response can be formulated.
摘要翻译：监视文本通信，例如从用户发布的电子邮件或博客，以识别问题。通过分析文本通信中的单词/短语来确定文本通信的得分。分数可以基于各种因素，如烦扰，语言准确度，帮助能力，沟通长度等。确定得分的范围。当产生对文本通信的响应时，确定对文本通信的响应的评分。如果回答的一个或多个得分超出了分数的范围，则该回答被拒绝。在可以改变文本通信的响应中识别词/短语，以便在文本通信的分数范围内获得响应的分数。该信息被显示给代理，因此可以制定适当的响应。

9. 发明申请

US20120020471A1 ROUTING OF CONTACTS BASED ON PREDICTED ESCALATION TIME 有权
标题翻译：根据预计的自动化时间进行联络
公开(公告)号：US20120020471A1
公开(公告)日：2012-01-26
申请号：US12840151
申请日：2010-07-20
申请人： George Erhart , Valentine Matula , David Skiba
发明人： George Erhart , Valentine Matula , David Skiba
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/42068 , H04M2201/18 , H04M2203/551
摘要： Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of escalations.
摘要翻译：使用联系人升级周期作为管理联络中心路由过程的标准的系统和方法。预测组件可以预测客户什么时候可能升级转发到联络中心的联系人，并因此有助于基于这样的预测的资源匹配。因此，启用主动和预期的联系交互，其中基于预测的升级可能性，联系人的路由部分发生。

10. 发明申请

US20110200183A1 VARIABLE NOISE CONTROL THRESHOLD 有权
标题翻译：可变噪音控制阈值
公开(公告)号：US20110200183A1
公开(公告)日：2011-08-18
申请号：US12708388
申请日：2010-02-18
申请人： George Erhart , Valentine Matula , David Skiba
发明人： George Erhart , Valentine Matula , David Skiba
IPC分类号： H04M3/42 , G06F3/048
CPC分类号： H04M3/568
摘要： An interface allows a simple control to be shared by one or more conference participants. One exemplary embodiment maps complex techniques associated with conference control into a simple control. The control may be a single slider to adjust both the amount of control and the level of aggressiveness to get the best quality in a dynamic and changing environment. Another exemplary type of control would be to use two sliders—one to select and/or aggregate conference control mechanisms, and the other to adjust the aggressiveness of the selected conference control mechanism or aggregated mechanisms. Another exemplary type of control could be a simple rotary dial to emulate the two-dimensionality of two or more sliders. These controls could have the techniques associated with each position dynamically chosen and/or updated, for example, throughout a conference.
摘要翻译：一个接口允许一个或多个会议参与者共享简单的控制。一个示例性实施例将与会议控制相关联的复杂技术映射到简单的控制中。控制可以是单个滑块，以调节控制量和侵略性水平，以在动态和变化的环境中获得最佳质量。另一种示例性的控制方式是使用两个滑块 - 一个用于选择和/或聚合会议控制机制，另一个用于调整所选择的会议控制机制或聚合机制的侵略性。另一种示例性的控制类型可以是简单的旋转刻度盘来模拟两个或更多个滑块的二维度。这些控制可以具有例如在整个会议中动态选择和/或更新的每个位置相关联的技术。

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