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21. 发明授权

US08645430B2 Self-adjusting email subject and email subject history 有权
标题翻译：自我调整邮件主题和电子邮件主题历史
公开(公告)号：US08645430B2
公开(公告)日：2014-02-04
申请号：US12254305
申请日：2008-10-20
申请人： Joseph Khouri , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
发明人： Joseph Khouri , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
IPC分类号： G06F17/30 , G06F15/16
CPC分类号： G06Q10/107 , H04L51/00
摘要： In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data.
摘要翻译：在一个实施例中，用于自动生成电子邮件消息的主题行内容的装置包括可操作以接收包括对应于电子邮件消息主体的基于文本的信息的内容数据的输入，包括可操作以分析接收到的内容数据，主题提取器，包括可操作以根据文本分析器的输出提取主题数据的逻辑;字符串生成器，包括可操作以根据主题提取器的输出生成主题行数据的逻辑，以及可操作的以输出具有包含内容数据的主体字段和包含生成的主题行数据的主题字段的多字段电子邮件消息。

22. 发明授权

US08290139B2 Method and apparatus for maintaining dynamic queues in call centers using social network information 有权
标题翻译：使用社交网络信息在呼叫中心维护动态队列的方法和装置
公开(公告)号：US08290139B2
公开(公告)日：2012-10-16
申请号：US12182743
申请日：2008-07-30
申请人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
发明人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M2203/655
摘要： In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
摘要翻译：在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。第一个代理与呼叫中心相关联。该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。

23. 发明授权

US08218753B2 Processing multi-party calls in a contact center 有权
标题翻译：在联络中心处理多方通话
公开(公告)号：US08218753B2
公开(公告)日：2012-07-10
申请号：US12107525
申请日：2008-04-22
申请人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
发明人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
IPC分类号： H04M3/00 , H04M5/00 , H04M3/42 , H04M1/56 , H04M15/06
CPC分类号： H04M3/42 , H04M3/42068 , H04M2203/2044
摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.
摘要翻译：一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化服务，而不仅仅考虑关于单个呼叫方的信息。可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。

24. 发明申请

US20090262914A1 PROCESSING MULTI-PARTY CALLS IN A CONTACT CENTER 有权
标题翻译：在联络中心处理多方通话
公开(公告)号：US20090262914A1
公开(公告)日：2009-10-22
申请号：US12107525
申请日：2008-04-22
申请人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
发明人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
IPC分类号： H04M3/42
CPC分类号： H04M3/42 , H04M3/42068 , H04M2203/2044
摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.
摘要翻译：一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化服务，而不仅仅考虑关于单个呼叫方的信息。可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。

25. 发明授权

US08300627B2 Forwarding one or more preferences during call forwarding 有权
标题翻译：在呼叫转移期间转发一个或多个首选项
公开(公告)号：US08300627B2
公开(公告)日：2012-10-30
申请号：US11497968
申请日：2006-08-02
申请人： Mukul Jain , Sanjeev Kumar , Labhesh Patel , Joseph F. Khouri
发明人： Mukul Jain , Sanjeev Kumar , Labhesh Patel , Joseph F. Khouri
IPC分类号： H04L12/66
CPC分类号： H04M3/54 , H04M3/02 , H04M3/42034 , H04M3/42051 , H04M3/42068 , H04M3/42314 , H04M7/006 , H04M19/041 , H04M2201/38
摘要： In one embodiment, a telephony system includes a memory that stores one or more call preferences of a user, and a central call routing entity that enables a user to set a call forwarding rule. In accordance with the call forwarding rule and in response to an incoming call to a first telephone device of the user, the call routing entity routing the incoming call to a second telephone device along with a message indicating that the one or more call preferences of the user are stored in the memory. The one or more call preferences are then fetched and applied at the second telephone device. 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.
摘要翻译：在一个实施例中，电话系统包括存储用户的一个或多个呼叫偏好的存储器，以及允许用户设置呼叫转移规则的中央呼叫路由实体。根据呼叫转移规则并且响应于对用户的第一电话设备的呼入，呼叫路由实体将呼入呼叫路由到第二电话设备以及指示呼叫转移规则的一个或多个呼叫偏好的消息用户存储在内存中。然后在第二电话设备处获取并应用一个或多个呼叫偏好。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。

26. 发明授权

US08264518B2 Gesture-based actions in a video communication session 有权
标题翻译：视频通信会话中基于手势的动作
公开(公告)号：US08264518B2
公开(公告)日：2012-09-11
申请号：US12568479
申请日：2009-09-28
申请人： Joseph F. Khouri , Mukul Jain , Raghurama Bhat
发明人： Joseph F. Khouri , Mukul Jain , Raghurama Bhat
IPC分类号： H04N7/14
CPC分类号： H04N7/147 , H04N7/148
摘要： In one embodiment, a method for transferring a communication session detects a transfer indication generated by a user of a first video conference system, where the transfer indication requests to transfer an active voice communication session. The method acquires image information associated with the transfer indication, where the image information includes at least one frame captured from a second video conference system having an active video conference session with the first video conference system. The method identifies a mobile communication device associated with the transfer indication and having the active voice communication session and identifies a target communication device using the image information associated with the transfer indication. The method also initiates transfer of the voice communication session to the target communication device.
摘要翻译：在一个实施例中，用于传送通信会话的方法检测由第一视频会议系统的用户生成的传送指示，其中传送指示请求传送活动的语音通信会话。该方法获取与传送指示相关联的图像信息，其中图像信息包括从具有与第一视频会议系统的活动视频会议会话的第二视频会议系统捕获的至少一个帧。该方法识别与传送指示相关联的移动通信设备并具有活动的语音通信会话，并且使用与传送指示相关联的图像信息来识别目标通信设备。该方法还启动语音通信会话到目标通信设备的传输。

27. 发明申请

US20110191134A1 CONTACT OFFER TIME FOR AGENTS SUPPORTING CONTACT CENTERS 审中-公开
标题翻译：联系提供时间支持联络中心的代理商
公开(公告)号：US20110191134A1
公开(公告)日：2011-08-04
申请号：US12699675
申请日：2010-02-03
申请人： Mukul Jain , Raghurama Bhat , Joseph F. Khouri
发明人： Mukul Jain , Raghurama Bhat , Joseph F. Khouri
IPC分类号： G06Q10/00 , G06Q99/00
CPC分类号： G06Q10/06311 , G06Q30/016
摘要： A method for assisting an agent supporting a contact center is provided. The method includes obtaining one or more contact offer factors, determining a contact offer time for the agent supporting the contact center based on the one or more contact offer factors, and providing the contact offer time to the agent. The contact offer time defines when the agent will receive a contact offer.
摘要翻译：提供了一种用于辅助支持联络中心的代理的方法。该方法包括获得一个或多个联系人提供因素，基于一个或多个联系人提供因素确定支持联络中心的代理的联系人提供时间，以及向代理提供联系人提供时间。联系人提供时间定义代理人何时将收到联系报价。

28. 发明申请

US20110091030A1 DYNAMIC CALLBACKS FROM A CONTACT CENTER 审中-公开
标题翻译：来自联络中心的动态回拨
公开(公告)号：US20110091030A1
公开(公告)日：2011-04-21
申请号：US12580716
申请日：2009-10-16
申请人： Raghurama Bhat , Mukul Jain , Joseph F. Khouri
发明人： Raghurama Bhat , Mukul Jain , Joseph F. Khouri
IPC分类号： H04M3/50
CPC分类号： H04M3/5141
摘要： A contact center is provided. The contract center may include an input and a processor. The input is operable to receive communication from a first contact media type. The processor is operable to respond to communication from the first contact media type by initiating communication with a second contact media type, the first and second contact media types being associated with a contact and the first contact media type being different from the second contact media type.
摘要翻译：提供联络中心。合同中心可以包括输入和处理器。输入可操作以从第一接触媒体类型接收通信。处理器可操作以响应来自第一接触介质类型的通信，通过启动与第二接触介质类型的通信，第一和第二接触介质类型与接触相关联，并且第一接触介质类型不同于第二接触介质类型。

29. 发明授权

US07864944B2 Optimal call speed for call center agents 有权
标题翻译：呼叫中心代理语音优化系统和方法
公开(公告)号：US07864944B2
公开(公告)日：2011-01-04
申请号：US11288574
申请日：2005-11-29
申请人： Joseph F. Khouri , Mukul Jain , Labhesh Patel , Sanjeev Kumar , Gebran George Chahrouri
发明人： Joseph F. Khouri , Mukul Jain , Labhesh Patel , Sanjeev Kumar , Gebran George Chahrouri
IPC分类号： H04M3/00
CPC分类号： H04M3/51 , H04M3/42068 , H04M3/5233 , H04M2203/2011 , H04M2203/2061
摘要： A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays the rate of speech of the caller to the agent during the call session. 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：用于处理从呼叫者到呼叫中心的呼叫的系统和方法包括接收呼叫并将呼叫路由到代理的自动呼叫分配器（ACD）。模块用于计算呼叫者的语音速率，并且显示器在呼叫会话期间以图形方式将呼叫者的语音速率显示给代理。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）。

30. 发明申请

US20110074911A1 Gesture-Based Actions in a Video Communication Session 有权
标题翻译：视频通信会议中基于手势的操作
公开(公告)号：US20110074911A1
公开(公告)日：2011-03-31
申请号：US12568479
申请日：2009-09-28
申请人： Joseph F. Khouri , Mukul Jain , Raghurama Bhat
发明人： Joseph F. Khouri , Mukul Jain , Raghurama Bhat
IPC分类号： H04N7/14
CPC分类号： H04N7/147 , H04N7/148
摘要： In one embodiment, a method for transferring a communication session detects a transfer indication generated by a user of a first video conference system, where the transfer indication requests to transfer an active voice communication session. The method acquires image information associated with the transfer indication, where the image information includes at least one frame captured from a second video conference system having an active video conference session with the first video conference system. The method identifies a mobile communication device associated with the transfer indication and having the active voice communication session and identifies a target communication device using the image information associated with the transfer indication. The method also initiates transfer of the voice communication session to the target communication device.
摘要翻译：在一个实施例中，用于传送通信会话的方法检测由第一视频会议系统的用户生成的传送指示，其中传送指示请求传送活动的语音通信会话。该方法获取与传送指示相关联的图像信息，其中图像信息包括从具有与第一视频会议系统的活动视频会议会话的第二视频会议系统捕获的至少一个帧。该方法识别与传送指示相关联的移动通信设备并具有活动的语音通信会话，并且使用与传送指示相关联的图像信息来识别目标通信设备。该方法还启动语音通信会话到目标通信设备的传送。

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