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21. 发明公开

EP2291991A1 MUTUAL ASSISTANCE ROUTING SYSTEM FOR IMPROVED UTILIZATION OF CUSTOMER SERVICE RESOURCES 审中-公开
标题翻译：一起备份路由系统，为客户服务提高资源利用
公开(公告)号：EP2291991A1
公开(公告)日：2011-03-09
申请号：EP09798521.2
申请日：2009-06-24
申请人： Twenty First Century Communications, Inc.
发明人： KENNEDY, James, Lehr , MCDEVITT, Julia, Lynn , BANGSTON, Adam, Thomas , CURRAN, James, Francis , GADE, Varun, Reddy , SMITH, Demond, LaWayne , WANG, Dongyun
IPC分类号： H04M11/00
CPC分类号： H04M3/5237 , G06Q10/00 , H04M3/42144 , H04M3/4931 , H04M3/5116 , H04M3/5133 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232
摘要： The invention disclosed is a new system and method for providing the mutual sharing of resources devoted to customer service. The system utilizes a telecommunications switching apparatus to rout incoming customer contacts to one or more pools of customer service agents. The system provides for a universal customer service interface that allows customer service agents to assist customers of other related companies. The automated system for sharing customer service resources includes a mutual assistance routing system in communication with requesting users of customer service agents, responding providers of customer service agents, databases containing customer information, thereby allowing customers who contact the requesting user to be served by shared agents.

22. 发明公开

EP2056578A3 Providing a multi-modal communications infrastructure for automated call centre operation 有权
标题翻译：提供了多模式通信结构自动呼叫中心操作
公开(公告)号：EP2056578A3
公开(公告)日：2009-06-17
申请号：EP08168071.2
申请日：2008-10-31
申请人： Intellisist, Inc.
发明人： Odinak, Gilad , Sutherland, Alastiar
IPC分类号： H04M3/51 , H04M3/42
CPC分类号： H04M3/5183 , G10L13/08 , G10L15/265 , H04M3/42059 , H04M3/42221 , H04M3/42382 , H04M3/4936 , H04M3/51 , H04M3/5133 , H04M3/5166 , H04M3/523 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/357 , H04M2203/4536 , H04W4/12
摘要： A system (30) and method for providing a multi-modal communications infrastructure for automated call center (11) operation is provided. A multi-modal call is accepted from a caller (12-15) through a telephony interface (35), which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text (57). Incoming text messaging is matched with the transcribed text (57). The multi-modal call is automatically assigned through a session manager (31) to a session under operation of a live agent (81). The transcribed text (57) and incoming text messaging are progressively processed during the session through an agent application (43) by performing a customer support scenario (22) interactively monitored and controlled by the live agent (81).

23. 发明公开

EP2056578A2 Providing a multi-modal communications infrastructure for automated call centre operation 有权
标题翻译：为自动呼叫中心运行提供多模式通信基础设施
公开(公告)号：EP2056578A2
公开(公告)日：2009-05-06
申请号：EP08168071.2
申请日：2008-10-31
申请人： Intellisist, Inc.
发明人： Odinak, Gilad , Sutherland, Alastiar
IPC分类号： H04M3/51 , H04M3/42
CPC分类号： H04M3/5183 , G10L13/08 , G10L15/265 , H04M3/42059 , H04M3/42221 , H04M3/42382 , H04M3/4936 , H04M3/51 , H04M3/5133 , H04M3/5166 , H04M3/523 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/357 , H04M2203/4536 , H04W4/12
摘要： A system (30) and method for providing a multi-modal communications infrastructure for automated call center (11) operation is provided. A multi-modal call is accepted from a caller (12-15) through a telephony interface (35), which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text (57). Incoming text messaging is matched with the transcribed text (57). The multi-modal call is automatically assigned through a session manager (31) to a session under operation of a live agent (81). The transcribed text (57) and incoming text messaging are progressively processed during the session through an agent application (43) by performing a customer support scenario (22) interactively monitored and controlled by the live agent (81).
摘要翻译：提供了一种用于为自动呼叫中心（11）操作提供多模式通信基础设施的系统（30）和方法。通过电话接口（35）从呼叫者（12-15）接受多模式呼叫，该电话接口（35）容纳包括口头语音和文本消息中的至少一种的多模式呼叫。多模式呼叫中的传入语音被转换为转录文本（57）。传入的短信与转录的文本（57）相匹配。多方式呼叫通过会话管理器（31）被自动分配给在线代理（81）操作下的会话。通过执行由实时代理（81）交互式监视和控制的客户支持场景（22），通过代理应用程序（43）在会话期间逐渐处理转录的文本（57）和传入的文本消息。

24. 发明公开

EP2046007A1 METHOD, SYSTEM AND DEVICE FOR CALL SCHEDULING 审中-公开
标题翻译： VERFAHREN，系统VORRICHTUNG ZUR RUFTERMINPLANUNG
公开(公告)号：EP2046007A1
公开(公告)日：2009-04-08
申请号：EP08734089.9
申请日：2008-04-16
申请人： Huawei Technologies Co., Ltd.
发明人： MAO, Jiahua , ZHANG, Pu
IPC分类号： H04M3/523
CPC分类号： H04M3/523 , H04M3/428 , H04M3/51 , H04M3/5133 , H04M3/5234 , H04M2203/2077
摘要： A method for call scheduling for multi-call simultaneous holding and flexible scheduling, includes following steps: dispatching a received call to a scheduling terminal; receiving call processing request returned from the scheduling terminal; based on the call processing request to process as follows: keeping the received call into the corresponding call holding queue of the scheduling terminal, or keeping the call being handled currently by the scheduling terminal into the corresponding call holding queue of the scheduling terminal, and handling the received call, or dispatching the received call to other scheduling terminals. A call scheduling system and a scheduling device are disclosed too.
摘要翻译：一种用于多呼叫同时保持和灵活调度的呼叫调度的方法，包括以下步骤：将接收的呼叫分派到调度终端; 接收从调度终端返回的呼叫处理请求; 基于呼叫处理请求进行如下处理：将接收到的呼叫保持到调度终端的相应呼叫保持队列中，或者将调度终端当前处理的呼叫保持到调度终端的对应呼叫保持队列中，以及处理接收到的呼叫或将接收的呼叫分派到其他调度终端。还公开了呼叫调度系统和调度设备。

25. 发明公开

EP0951667A4 PERSONALIZED AUTOMATED OPERATOR POSITION 失效
标题翻译：个性化和自动化交流的场所
公开(公告)号：EP0951667A4
公开(公告)日：2002-03-06
申请号：EP97949368
申请日：1997-11-03
申请人： GOLDEN ENTPR INC
发明人： CANNON DALE E , CONNOR ANDREW F , CORBIN BRUCE A , STARR KERRY L , ADAMO MARK M
IPC分类号： G06F3/00 , G06F3/03 , H04M3/493 , H04M3/51 , H04M3/533 , H04M3/58 , H04M3/62
CPC分类号： H04M3/5183 , G06F3/00 , H04M3/42042 , H04M3/42068 , H04M3/4933 , H04M3/5133 , H04M3/5166 , H04M3/53391 , H04M3/58 , H04M3/62 , H04M2201/42 , H04M2203/2066 , H04M2242/22
摘要： A telephone operator signal analysis and manipulation subsystem (50) is configured to be interfaced with various signal transport paths of input/output devices of the operator's (personal computer-based) workstation (12). The subsystem is operative to intercept, analyze and selectively modify signals distributed among components of the workstation, including those that may prompt an interactive response from the operator, so as to alleviate the workload of the operator, and improve the efficiency and response time of the operator position. Because the subsystem analyzes and operates only on information that is presented to and sourced from the operator, it is able to automate various functions of the operator position, including initiating the generation of personalized audio messages, without knowledge of the communication protocol of the telecommunication switch to which the operator's workstation is coupled.

26. 发明授权

EP0629327B1 HEADSET AMPLIFIER WITH AUTOMATIC LOG ON/LOG OFF DETECTION 失效
标题翻译：放大器具有自动开/关检测电话耳机
公开(公告)号：EP0629327B1
公开(公告)日：1996-12-18
申请号：EP93906242.8
申请日：1993-03-01
申请人： ACS Wireless, Inc.
发明人： LYNN, Dwight, D. , REID, Kirk, A. , CHEN, Shu-Ren
IPC分类号： H04M3/64 , H04M3/60 , H04M1/60
CPC分类号： H04M1/6033 , H04M1/725 , H04M3/40 , H04M3/51 , H04M3/5133 , H04M3/523 , H04M3/60 , H04M3/62 , H04M2203/6018 , H04M2207/18
摘要： An amplifier (100) that is connectable to a telephone system (116) that includes an automatic log on/log off system that monitors when a peripheral device, such as the amplifier, is connected thereto. The automatic log on/log off system operates to detect a change in a parameter that occurs when a peripheral device is disconnected from the telephone system. The amplifier is also connectable to a telephone headset (146), and passes signals between the headset and the telephone system. The headset can be disconnected from the amplifier by using, for example, a connector (171) in the cord (151) interconnecting the headset and the amplifier. The amplifier determines when the headset is disconnected from it, and changes the parameter to activate the automatic log on/log off system in the telephone system. The amplifier includes a detector (110) that detects when the headset is disconnected from the amplifier, and generates an output signal in response thereto. The amplifier also includes an activator (115) that operates in response to the output signal from the detector. The activator functions to change the parameter to which the automatic log on/log off system in the telephone system responds. The activator changes the parameter in a manner that emulates disconnecting the amplifier from the telephone system, even though the amplifier remains connected.

27. 发明授权

EP2240930B1 RECURSIVE ADAPTIVE INTERACTION MANAGEMENT SYSTEM 有权转让
标题翻译：递归自适应交互管理系统
公开(公告)号：EP2240930B1
公开(公告)日：2018-02-07
申请号：EP08866154.1
申请日：2008-12-23
申请人： Greeneden U.S. Holdings II, LLC
发明人： GALVIN, Brian , PERLMUTTER, S., Michael , SNEYDERS, Dave
IPC分类号： G06N5/02
CPC分类号： G06N5/025 , G10L15/26 , G10L17/22 , G10L25/72 , H04M3/5133 , H04M3/5141 , H04M3/5166 , H04M3/5183 , H04M2203/357
摘要： A management system for guiding an agent in a media-specific dialogue has a conversion engine for instantiating ongoing dialogue as machine-readable text, if the dialogue is in voice media, a context analysis engine for determining facts from the text, a rules engine for asserting rules based on fact input, and a presentation engine for presenting information to the agent to guide the agent in the dialogue. The context analysis engine passes determined facts to the rules engine, which selects and asserts to the presentation engine rules based on the facts, and the presentation engine provides periodically updated guidance to the agent based on the rules asserted.

28. 发明公开

EP3247096A1 CONTROL SYSTEM, COMMUNICATION TERMINAL, COMMUNICATION SYSTEM, CONTROL METHOD, AND PROGRAM 审中-公开
标题翻译：控制系统，通信终端，通信系统，控制方法和程序
公开(公告)号：EP3247096A1
公开(公告)日：2017-11-22
申请号：EP16737341.4
申请日：2016-01-12
申请人： Ricoh Company, Ltd.
发明人： INOUE, Takeru
IPC分类号： H04M3/51 , H04M11/00 , H04N7/15
CPC分类号： H04N7/147 , H04L65/403 , H04M3/428 , H04M3/51 , H04M3/5133 , H04M3/567 , H04M3/568 , H04M11/00 , H04M2203/5063 , H04N7/15
摘要： While a session, which is for sending image data and sound data between the terminal 10aa and the terminal 10db, is established, the transmitting-receiving unit 51 of the management system 50 receives a response message or an end message with respect to an incoming message. The transmitting-receiving unit 51 sends, to the terminal 10aa, control information for starting or stopping output of an image based on image data and sound based on sound data sent from the terminal 10db, based on the received message.
摘要翻译：当在终端10aa和终端10db之间建立用于发送图像数据和声音数据的会话时，管理系统50的发送 - 接收单元51接收针对输入消息的响应消息或结束消息。发送接收单元51基于接收到的消息向终端10aa发送用于基于图像数据和基于从终端10db发送的声音数据的声音来开始或停止输出图像的控制信息。

29. 发明公开

EP3139581A4 CALL-CENTER TELEPHONE SYSTEM, PRIVACY TELEPHONE COMMUNICATION METHOD, AND NONTEMPORARY COMPUTER READABLE MEDIUM ON WHICH PRIVACY TELEPHONE COMMUNICATION PROGRAM HAS BEEN STORED 有权
公开(公告)号：EP3139581A4
公开(公告)日：2017-10-25
申请号：EP15786591
申请日：2015-04-09
申请人： NEC PLATFORMS LTD
发明人： KOGA SATOMI
IPC分类号： H04M3/51 , H04M3/56
CPC分类号： H04M3/5175 , H04M3/42314 , H04M3/5133 , H04M3/56
摘要： When a two-way call connection state, which is between a customer terminal connected to an outside line (3) side of a private branch exchange and an operator terminal (10), is switched to a three-way call connection state, which is among the outside line (3), the operator terminal (10), and a supervisor terminal (20), using conference (52), in order to send advice or the like to an operator from a supervisor, a transmission line (31) of the outside line (3), a first transmission line (11) of the operator terminal (10), which is one of two transmission lines included in the operator terminal (10), a reception line (13) of the operator terminal (10), a transmission line (21) and a reception line (22) of the supervisor terminal (20) are connected to one of the conference trunks (52), which has been captured from among the available conference trunks, and a second transmission line (12) of the operator terminal (10), which is one of the two transmission lines of the operator terminal (10), is connected to a reception line (32) of the outside line (3). Then, the three-way call connection state is established.

30. 发明公开

EP2983346A3 A telecommunication method for controlling communication in a telecommunication system 有权
标题翻译：通信方法用于控制通信电信系统中
公开(公告)号：EP2983346A3
公开(公告)日：2016-05-18
申请号：EP15161323.9
申请日：2015-03-27
申请人： SAP SE
发明人： Busch, Carsten , Klumpp, Christian
IPC分类号： H04M3/51 , H04M7/00 , G06Q30/00 , H04M3/436 , H04M3/42
CPC分类号： H04M3/5133 , G06Q30/016 , H04M3/42059 , H04M3/42348 , H04M3/436 , H04M3/5141 , H04M3/5175 , H04M7/0024
摘要： The present disclosure relates to a telecommunication method for controlling communication in a telecommunication system, the telecommunication system comprising a call center, the call center comprising a server communicating with at least one telecommunication device, the server comprising a processor and a memory, the memory storing a first application comprising instructions that, when executed by the processor, causes the processor to display on a display device of the telecommunication device at least a first graphical user interface. The method comprises receiving a first communication session initiation signal via a first network from a user device, wherein the user device is operable to connect to the server via at least the first network; determining signaling data indicative of the user device using a communication protocol of the first network and the first communication initiation signal, the signaling data further indicating the first communication session and other communication means supported by the user device; displaying on the first graphical user interface a first set of user inter-face elements indicative of the signaling data, the first set of user interface elements further indicating communication means comprising an indication of the first communication session and the other communication means; receiving a selection via the first graphical user interface of one of the communication means.

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