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11. 发明授权

US5859641A Automatic bandwidth allocation in multimedia scripting tools 失效
标题翻译：多媒体脚本工具中的自动带宽分配
公开(公告)号：US5859641A
公开(公告)日：1999-01-12
申请号：US948844
申请日：1997-10-10
申请人： Ellis K. Cave
发明人： Ellis K. Cave
IPC分类号： G11B27/034 , G11B27/34 , G06F15/00
CPC分类号： G11B27/34 , G11B27/034
摘要： A tool for scheduling the delivery of media objects within varying constraints of available bandwidth. In a preferred embodiment in which the invention is enabled by software executable on a general purpose multimedia grade computer, a system designer orchestrates the playback of a series of media objects on a playback "score" analogous to a musical score. The system designer can also see the results of his or her work by playing back the playback score in real time on a corresponding runtime view. The media objects are represented on the playback score as playback icons. Responsive to the designer's manipulation of playback icons on the playback score, the present invention further creates and displays a corresponding download score, also viewable by the system designer, in which download icons (corresponding to playback icons on the playback score) are automatically deployed and arranged to fill up a displayed "pipe" of available bandwidth. The topographical area of the download icons, as displayed, corresponds to the data size of the media objects. The download icons are displayed as rectangular or square-cornered polygonal shapes. As the playback score becomes more information-rich, the pipe tends to fill to capacity with download icons. Eventually, as more information is added, delivery tends towards an error condition where download can no longer keep up with demand (i.e. the pipe is full). When this happens, the invention highlights this condition to the designer. The designer must then take action to correct the error condition so that delivery of media objects is once again compatible with playback. Alternatively, in a second embodiment, the system automatically degrades the content of media objects according to preselected sequences and conditions. The corresponding reduction in data-richness of degraded media objects causes the delivery thereof to again be compatible with playback.
摘要翻译：用于在可用带宽的不同约束范围内调度媒体对象的传送的工具。在通过在通用多媒体等级计算机上可执行的软件实现本发明的优选实施例中，系统设计者在类似于乐谱的回放“得分”上协调一系列媒体对象的回放。系统设计人员还可以通过在相应的运行时视图上实时回放播放分数来查看他/她工作的结果。媒体对象在播放分数上表示为播放图标。响应于设计者对播放分数上的回放图标的操纵，本发明进一步创建并显示系统设计者也可以看到的对应的下载分数，其中下载图标（对应于回放分数上的回放图标）被自动部署，安排填充显示的可用带宽的“管道”。显示的下载图标的地形区域对应于媒体对象的数据大小。下载图标显示为矩形或方角多边形。随着播放得分变得更加丰富，管道往往可以填满下载图标。最终，随着更多信息的添加，交付趋向于出现错误的情况，其中下载不再能满足需求（即，管道已满）。当这种情况发生时，本发明向设计者强调了这种情况。然后，设计人员必须采取行动纠正错误状况，以便媒体对象的传送再次与播放兼容。或者，在第二实施例中，系统根据预选的序列和条件自动降低媒体对象的内容。降级媒体对象的数据丰富度的相应减少导致其传送再次与播放兼容。

12. 发明授权

US5740233A System and method for statistical diagnosis of the operation of an automated telephone system 失效
标题翻译：用于统计诊断自动电话系统操作的系统和方法
公开(公告)号：US5740233A
公开(公告)日：1998-04-14
申请号：US556813
申请日：1995-11-02
申请人： Ellis K. Cave , Eric K. Weeren , David C. Cheng , Daren K. Wilson
发明人： Ellis K. Cave , Eric K. Weeren , David C. Cheng , Daren K. Wilson
IPC分类号： H04M3/22 , H04M3/36 , H04M3/493 , H04M15/00 , H04M15/06
CPC分类号： H04M3/22 , H04M3/36 , H04M3/493
摘要： There is disclosed a system and method for monitoring the performance of a multi-line automated telephone system and detecting complete or intermittent faults on the incoming phone lines and in interactive applications accessed by the automated telephone device. The system gathers and analyzes statistical parameters associated with each incoming phone line and compares the parameters with those of other phone lines and with past statistical averages to detect out-of-tolerance lines. The system also gathers and analyzes statistical parameters associated with the execution of various applications and compares the parameters with past statistical averages to detect out-of-tolerance accesses to the applications.
摘要翻译：公开了一种用于监视多线自动电话系统的性能并检测进入电话线路上的自动电话设备访问的交互式应用中的完整或间歇性故障的系统和方法。系统收集和分析与每个电话线相关联的统计参数，并将参数与其他电话线的参数进行比较，并与过去的统计平均值进行比较，以检测超出公差线。系统还收集和分析与各种应用程序的执行相关的统计参数，并将参数与过去的统计平均值进行比较，以检测对应用程序的超公差访问。

13. 发明授权

US5581553A Distributed switching architecture 失效
标题翻译：分布式交换架构
公开(公告)号：US5581553A
公开(公告)日：1996-12-03
申请号：US108320
申请日：1993-08-18
申请人： Ellis K. Cave , George A. Elwell , Michael J. Polcyn
发明人： Ellis K. Cave , George A. Elwell , Michael J. Polcyn
IPC分类号： H04Q11/04
CPC分类号： H04Q11/0407
摘要： A system and method is disclosed for linking remote telecommunications ports connected to remote nodes wherein the functionality of a centralized switching system is distributed among the remote nodes. A multichannel bus couples the remote nodes to each other. In a preferred embodiment, the transmit channels of selected remote ports are permanently assigned to specified channels within the bus while the receive channels of the remote ports are permitted to float between all of the bus channels. In this distributed architecture, each node may receive a request from an associated port for a connection to another port. Each node is capable of performing the switching connections locally resulting in less message protocol being passed between nodes.
摘要翻译：公开了一种用于连接连接到远程节点的远程电信端口的系统和方法，其中集中式交换系统的功能分布在远程节点之间。多通道总线将远程节点彼此耦合。在优选实施例中，所选择的远程端口的发送信道被永久分配给总线内的指定信道，而远程端口的接收信道被允许在所有总线信道之间浮动。在该分布式架构中，每个节点可以从相关端口接收到与另一端口的连接的请求。每个节点都能够本地执行交换连接，从而在节点之间传递较少的消息协议。

14. 发明授权

US09471293B1 System and method for administering pluggable user interactive system applications 有权
标题翻译：管理可插拔用户交互系统应用程序的系统和方法
公开(公告)号：US09471293B1
公开(公告)日：2016-10-18
申请号：US12837771
申请日：2010-07-16
申请人： Joseph Carter , Robert Allan
发明人： Joseph Carter , Robert Allan
IPC分类号： G06F9/445
CPC分类号： G06F8/60 , G06F8/61 , G06F9/44526
摘要： Systems and methods are described that allow for multiple pluggable user interactive system (UIS) applications to be added or removed from a UIS system while maintaining controlled access by users to each currently available application. Users can access the system using multimedia connections, such as voice, text, video, web, etc., and users have access to certain subsets of the available applications depending on their identity. In addition, users can define their own preferences, which places restrictions on which applications they can access from which media. In operation, the system provides the access restrictions and navigation for the applications outside of the application structure.
摘要翻译：描述了允许从UIS系统添加或移除多个可插拔用户交互系统（UIS）应用程序的系统和方法，同时保持用户对每个当前可用应用程序的受控访问。用户可以使用诸如语音，文本，视频，网络等的多媒体连接来访问系统，并且用户可以根据其身份访问可用应用的某些子集。此外，用户可以定义自己的首选项，这些偏好限制了哪些应用程序可以从哪个媒体访问。在操作中，系统为应用程序结构之外的应用程序提供访问限制和导航。

15. 发明授权

US08279844B1 Extensible interactive voice response 有权
标题翻译：可扩展的交互式语音响应
公开(公告)号：US08279844B1
公开(公告)日：2012-10-02
申请号：US12957088
申请日：2010-11-30
申请人： Dan Hammond
发明人： Dan Hammond
IPC分类号： H04Q7/24
CPC分类号： H04M3/493 , H04L67/02 , H04M3/4936 , H04M7/1205
摘要： The present invention discloses a system and method for providing interactive voice response (IVR) applications executable on individual communication devices. Unlike current IVR applications that run from centralized voice servers, the present invention describes a system in which communication units initiate communication with a multimedia server over a data network such as the Internet and download extensible copies of voice response applications. The communication device then runs the voice response applications, thus, locally administering the voice messages and accepting the voice or data input from a user. The multimedia server may preferably divide the application software into executable segments to accommodate communication devices with limited memory resources, such as mobile phones and hand-held computers. The system and method may implement different level of complexity by breaking application functionality into modules and the sub-modules. For multi-module applications, the communication units will re-establish communication links with the multimedia server to download each necessary or subsequent module or sub-module. The system and method may also allow users to connect directly to agents or operators to perform tasks that are too complex for efficient automation. The system may connect users and agents using any combination of a data network and voice network. The implementation of the voice response application using the data network connection allows a reduction in the number of telephone ports into an IVR and also allows multiple users to access the IVR over the same line, because of the asynchronous nature of the data network.
摘要翻译：本发明公开了一种用于提供可在各个通信设备上执行的交互式语音响应（IVR）应用的系统和方法。与从集中式语音服务器运行的当前IVR应用不同，本发明描述了一种系统，其中通信单元通过诸如因特网的数据网络发起与多媒体服务器的通信，并下载语音响应应用的可扩展副本。通信设备然后运行语音响应应用，从而在本地管理语音消息并接受来自用户的语音或数据输入。多媒体服务器可以优选地将应用软件划分为可执行段，以容纳具有有限存储资源的通信设备，诸如移动电话和手持式计算机。该系统和方法可以通过将应用功能分解成模块和子模块来实现不同级别的复杂性。对于多模块应用，通信单元将重新建立与多媒体服务器的通信链路，以下载每个必需或后续的模块或子模块。系统和方法还可以允许用户直接连接到代理或操作员来执行太复杂的任务以实现高效的自动化。系统可以使用数据网络和语音网络的任何组合连接用户和代理。由于数据网络的异步性质，使用数据网络连接的语音应答应用程序的实现允许将电话端口的数量减少到IVR中，并且还允许多个用户通过同一行访问IVR。

16. 发明申请

US20080201133A1 SYSTEM AND METHOD FOR SEMANTIC CATEGORIZATION 有权
标题翻译：用于语义分类的系统和方法
公开(公告)号：US20080201133A1
公开(公告)日：2008-08-21
申请号：US11676704
申请日：2007-02-20
申请人： Ellis K. Cave , Mithun Balakrishna , Vincent Mo
发明人： Ellis K. Cave , Mithun Balakrishna , Vincent Mo
IPC分类号： G06F17/21
CPC分类号： G10L15/1815
摘要： There is disclosed a system and method for automatically performing semantic categorization. In one embodiment at least one text description pertaining to a category set is accepted along with words that are anticipated to be uttered by a user pertaining to that category set; lexical chaining confidence score is attached to each pair matched between the anticipated words and the accepted text description. These confidence scores are used subsequently by a categorization circuit that accepts a text phrase utterance from an input source along with a category set pertaining to the accepted utterance. The categorization circuit, in one embodiment, creates word pairs matched between the accepted text phrase utterance and the accepted category set. From these word scores, the category pertaining to the utterance is determined based, at least in part, on the assigned lexical chaining confidence scores as previously determined.
摘要翻译：公开了一种用于自动执行语义分类的系统和方法。在一个实施例中，与类别集合有关的至少一个文本描述被接受与预期由用户关于该类别集合的话语的单词; 词汇链接信心分数附加在预期单词和接受的文本描述之间匹配的每个对。这些置信度分数随后由分类电路使用，该分类电路接收来自输入源的文本短语发音以及与所接受的话语有关的类别集。在一个实施例中，分类电路产生在接受的文本短语发声和被接受的类别集之间匹配的词对。根据这些分数，关于话语的类别至少部分地基于如先前确定的所分配的词汇链可信度分数来确定。

17. 发明申请

US20080034354A1 DIGITAL MULTIMEDIA CONTACT CENTER 有权
标题翻译：数字多媒体联络中心
公开(公告)号：US20080034354A1
公开(公告)日：2008-02-07
申请号：US11835384
申请日：2007-08-07
申请人： Justin Brughton , Kevin McPartlan , Elizabeth Rodgers , Robert Rodgers , Ivan Covdy , Roy Ho , Carl Kowalski , D. McCalmont , Art Stine
发明人： Justin Brughton , Kevin McPartlan , Elizabeth Rodgers , Robert Rodgers , Ivan Covdy , Roy Ho , Carl Kowalski , D. McCalmont , Art Stine
IPC分类号： G06F9/45
CPC分类号： H04M3/523
摘要： A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.
摘要翻译：用于数字多媒体联络中心的分层服务模型基于联系人的路由标准将输入联系人分配给初始服务层，并且如果路由标准机会，则可以将联系人升级或解除升级到不同的服务层。路由标准最初基于与联系人相关联的媒体类型来确定。数字多媒体联络中心包含一组媒体路由器，每个媒体路由器将特定媒体类型的联系人传递到工作流引擎，该工作流引擎执行工作流以指示需要代理活动的服务层处理联系人。代理由动态自动联系人分配器分配给联系人，并且使用适当的媒体路由器将联系人路由到代理。工作流引擎还执行代理程序来控制代理人对联系人的分配。

18. 发明申请

US20070203875A1 System and method for retrieving files from a file server using file attributes 审中-公开
标题翻译：使用文件属性从文件服务器检索文件的系统和方法
公开(公告)号：US20070203875A1
公开(公告)日：2007-08-30
申请号：US11361848
申请日：2006-02-24
申请人： Ellis Cave , David Cheng
发明人： Ellis Cave , David Cheng
IPC分类号： G06F17/30
CPC分类号： G06F16/148 , G06F16/68
摘要： There is disclosed systems and methods for retrieving files from a file server using file attributes. In one embodiment, an audio file server is accessed to retrieve prerecorded audio files using file attributes. In one embodiment, the HTTP protocol is used by adding query attributes, such as a text version of the desired message, along with other required attributes of the audio file, to the audio file server. The audio file server accepts the attributes, including the message text attributes and parses them to resolve which audio (.wav) message to retrieve. The retrieved audio file is then returned to the voice browser, which normally plays the message. In this way, IVR application developers can specify the content, speaker, language, dialect, emotion, and other attributes of a required audio file utilizing standard voice browsers to access audio files.
摘要翻译：公开了使用文件属性从文件服务器检索文件的系统和方法。在一个实施例中，访问音频文件服务器以使用文件属性来检索预先记录的音频文件。在一个实施例中，通过将诸如所需消息的文本版本的查询属性与音频文件的其他所需属性一起添加到音频文件服务器来使用HTTP协议。音频文件服务器接受属性，包括消息文本属性，并解析它们以解析要检索哪个音频（.wav）消息。检索到的音频文件然后返回到通常播放消息的语音浏览器。这样，IVR应用程序开发人员可以使用标准语音浏览器来指定所需音频文件的内容，扬声器，语言，方言，情感和其他属性来访问音频文件。

19. 发明申请

US20070184857A1 System and method for providing messages to a mobile device 有权
标题翻译：用于向移动设备提供消息的系统和方法
公开(公告)号：US20070184857A1
公开(公告)日：2007-08-09
申请号：US11349051
申请日：2006-02-07
申请人： Ruth Pollock , Kieron Hudson
发明人： Ruth Pollock , Kieron Hudson
IPC分类号： H04Q7/20
CPC分类号： H04W4/18 , H04W4/14
摘要： The present invention is directed to a system and method in which data messages, which otherwise would be displayed on the screen of a mobile device are delivered in audible format. The message itself, in one embodiment does not contain the audible message, but rather the message triggers the retrieval of an audible message (or if the user chooses, he/she can be prompted to view additional information in a text or video format on the phone). The audible, message that is ultimately delivered can be prestored in the mobile device; can be created based upon data sent to the device; can be retrieved from an external source, such as from a web server accessed by the mobile device in accordance with data contained in the message received by the mobile device; or it can be sent by the sender as a “whisper” message.
摘要翻译：本发明涉及一种系统和方法，其中否则将以可听格式递送移动设备的屏幕上显示的数据消息。消息本身在一个实施例中不包含可听消息，而是消息触发对可听消息的检索（或者如果用户选择，则可以提示他/她可以以文本或视频格式查看附加信息电话）。最终传递的可听消息可以预先存储在移动设备中; 可以根据发送到设备的数据创建; 可以根据由移动设备接收的消息中包含的数据从外部来源（例如，由移动设备访问的web服务器）检索; 或者它可以由发送者作为“耳语”消息发送。

20. 发明授权

US6061433A Dynamically changeable menus based on externally available data 失效
标题翻译：基于外部可用数据的动态可更改菜单
公开(公告)号：US6061433A
公开(公告)日：2000-05-09
申请号：US967869
申请日：1997-11-12
申请人： Michael J. Polcyn , Ronald David Lindner, Jr.
发明人： Michael J. Polcyn , Ronald David Lindner, Jr.
IPC分类号： H04M3/36 , H04M3/42 , H04M3/493 , H04M3/50 , H04Q3/72 , H04M11/00 , H04M1/64
CPC分类号： H04M3/493 , H04M3/50 , H04M3/36 , H04M3/42059 , H04M3/42068 , H04Q3/72
摘要： There is disclosed a system and method in an automated telephone system for obtaining data from sources other than the caller's answer to menu queries and directing incoming calls directly to preferred applications instead of to an introductory menu. In one embodiment, a statistical engine measures individual customer usage and stores the results in a usage history database. An inference engine then prioritizes the available applications based on past usage. When an individual customer next calls, the server can either request account and PIN numbers or trap ANI/DNIS data from the public telephone system in order to identify the individual customer. Once the customer is identified, the server branches directly to that individual customer's preferred applications. The log-in history includes time and place of call-in so that an aberrant usage alarm may be triggered by the automated telephone system that alerts customers to any unusual accesses to their personal accounts.
摘要翻译：公开了一种自动电话系统中的系统和方法，用于从除了呼叫者对菜单查询的答案之外的源获得数据，并将呼叫直接引导到优选应用而不是介绍性菜单。在一个实施例中，统计引擎测量单个客户使用情况并将结果存储在使用历史数据库中。推理引擎然后根据过去的使用优先考虑可用的应用程序。当个人客户下一次呼叫时，服务器可以请求帐户和PIN号码，也可以从公共电话系统中捕获ANI / DNIS数据，以识别个人客户。一旦客户被识别，服务器将直接分配给该客户的首选应用程序。登录历史记录包括呼入时间和地点，以便可以通过自动电话系统触发异常的使用情况警报，从而提醒客户对他们的个人账户进行异常访问。

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