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51. 发明授权

US07164922B2 Local phone number lookup and cache 有权
标题翻译：本地电话号码查找和缓存
公开(公告)号：US07164922B2
公开(公告)日：2007-01-16
申请号：US10059893
申请日：2002-01-29
申请人： Thomas R. McCann
发明人： Thomas R. McCann
IPC分类号： H04Q7/20
CPC分类号： H04W4/02 , H04W8/205 , H04W76/10
摘要： A system and method for wirelessly connecting a computer device to a server. The system includes a computer device and a phone number look-up device. The computer device generates location data, retrieves a server phone number from memory based on the generated location data, and generates a request that includes the generated location data if no server phone number corresponds to the generated location data. The computer device wirelessly sends the generated request to a default phone number. The phone number look-up device is associated with the default phone number. The phone number look-up device receives the request from the computer device, retrieves a server phone number from a local memory based on the received request, and sends the retrieved server phone number to the computer device. The computer device wirelessly connects to a server based on the sent server phone number.
摘要翻译：一种用于将计算机设备无线连接到服务器的系统和方法。该系统包括计算机设备和电话号码查找设备。计算机设备生成位置数据，基于生成的位置数据从存储器检索服务器电话号码，并且如果没有服务器电话号码对应于所生成的位置数据，则生成包括所生成的位置数据的请求。计算机设备将生成的请求无线地发送到默认电话号码。电话号码查找设备与默认电话号码相关联。电话号码查找装置从计算机装置接收请求，根据接收到的请求从本地存储器检索服务器电话号码，并将检索到的服务器电话号码发送到计算机装置。计算机设备根据发送的服务器电话号码无线连接到服务器。

52. 发明授权

US11012565B2 Computer-implemented system and method for efficiently facilitating appointments within a call center via an automatic call distributor 有权
公开(公告)号：US11012565B2
公开(公告)日：2021-05-18
申请号：US17023836
申请日：2020-09-17
申请人： Intellisist Inc.
发明人： Gilad Odinak , David Milstein , Tamilselvan Ramasamy
IPC分类号： H04M3/51 , G06Q10/06 , G06Q10/10 , H04M3/523
摘要： A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the agents on the list is determined. One of the agents is selected as a most available agent. The user is provided with records for the most available agent and is automatically connected with the most available agents.

53. 发明授权

US10044860B2 System and method for call data processing 有权
公开(公告)号：US10044860B2
公开(公告)日：2018-08-07
申请号：US15614428
申请日：2017-06-05
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC分类号： H04M3/51 , G10L15/26 , H04M3/53 , H04M3/533
CPC分类号： H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
摘要： A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.

54. 发明授权

US09781256B2 Computer-implemented system and method for determining a status of a call connection 有权
公开(公告)号：US09781256B2
公开(公告)日：2017-10-03
申请号：US15420027
申请日：2017-01-30
申请人： Intellisist, Inc.
发明人： David Milstein
IPC分类号： H04M1/66 , H04M3/42 , H04W12/02 , H04W4/20 , H04M1/725 , H04L29/06 , H04W12/06 , H04W12/10
CPC分类号： H04M3/42042 , H04L63/0428 , H04L63/0823 , H04L63/126 , H04L67/02 , H04M1/72525 , H04M3/42059 , H04M3/42161 , H04M2203/6045 , H04M2203/609 , H04M2242/10 , H04W4/16 , H04W4/20 , H04W12/02 , H04W12/06 , H04W12/10
摘要： A computer-implemented system and method for determining a status of a call connection is provided. Metadata associated with a party to a call is obtained upon commencement of the call. An identification of the party and whether a security certificate is present is determined from the metadata. A status of unsecure is assigned to a connection of the call when the security certificate is not present. The call connection status is provided to another party to the call via a mobile device and a selection is received from the other party via the mobile device, in response to the call connection status provided.

55. 发明授权

US09742908B2 Computer-implemented system and method for identifying call recordings for retention 有权
公开(公告)号：US09742908B2
公开(公告)日：2017-08-22
申请号：US15358090
申请日：2016-11-21
申请人： Intellisist, Inc.
发明人： Adam Waalkes , Gilad Odinak , Haodong (Howard) Jiang , Matthew Thorn , Tom McCann
IPC分类号： H04M3/00 , H04M3/42 , H04M3/51
CPC分类号： H04M3/42221 , H04M3/5166 , H04M3/5175 , H04M2203/301
摘要： A computer-implemented system and method for identifying call recordings for retention is provided. A call is received into a call center and assigned to one of an agent and an interactive voice response device. A recording of the assigned call is generated. A set of call retention criteria is maintained and each of the retention criteria is associated with one or more time periods during which the criteria can be applied to the call recording. A portion of the criteria in the set is identified based on a time at which the criteria is to be applied to the call recording. The identified criteria is applied to the call recording and the call recording is stored when the applied criteria are satisfied.

56. 发明授权

US09674355B2 System and method for processing call data 有权
公开(公告)号：US09674355B2
公开(公告)日：2017-06-06
申请号：US15067101
申请日：2016-03-10
申请人： Intellisist, Inc.
发明人： Gilad Odinak , Alastair Sutherland , William A. Tolhurst
IPC分类号： H04M3/51 , G10L15/26 , H04M3/53 , H04M3/533
CPC分类号： H04M3/5166 , G10L15/26 , H04M3/51 , H04M3/5133 , H04M3/5183 , H04M3/5322 , H04M3/533 , H04M2201/38 , H04M2201/39 , H04M2201/40 , H04M2201/60 , H04M2203/306 , H04M2203/4536
摘要： A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.

57. 发明授权

US09560196B2 Computer-implemented system and method for determining call connection status 有权
标题翻译：用于确定呼叫连接状态的计算机实现的系统和方法
公开(公告)号：US09560196B2
公开(公告)日：2017-01-31
申请号：US15168193
申请日：2016-05-30
申请人： Intellisist, Inc.
发明人： David Milstein
IPC分类号： H04M3/16 , H04M3/42 , H04L29/06 , H04W4/16 , H04W12/02 , H04L29/08
CPC分类号： H04M3/42042 , H04L63/0428 , H04L63/0823 , H04L63/126 , H04L67/02 , H04M1/72525 , H04M3/42059 , H04M3/42161 , H04M2203/6045 , H04M2203/609 , H04M2242/10 , H04W4/16 , H04W4/20 , H04W12/02 , H04W12/06 , H04W12/10
摘要： A computer-implemented system and method for determining call connection status is provided. A call initiated by a calling party to a receiving party is monitored. Metadata associated with the receiving party is obtained upon reaching a ring tone of the receiving party. An identity of the receiving party is determined via the metadata. A connection with the receiving party is determined to be secure during the call when the metadata comprises a security certificate. A status of the secure connection is provided to each of the calling party and the receiving party.
摘要翻译：提供了一种用于确定呼叫连接状态的计算机实现的系统和方法。由主叫方发送给接收方的呼叫被监视。与接收方相关联的元数据在达到接收方的铃音时获得。接收方的身份通过元数据确定。当元数据包括安全证书时，在呼叫期间确定与接收方的连接是安全的。向每个主叫方和接收方提供安全连接的状态。

58. 发明授权

US09426298B2 Computer-implemented system and method for distributing messages by discussion group 有权
标题翻译：计算机实现的系统和方法，用于通过讨论组分发消息
公开(公告)号：US09426298B2
公开(公告)日：2016-08-23
申请号：US14993050
申请日：2016-01-11
申请人： Intellisist, Inc.
发明人： Gilad Odinak
IPC分类号： H04M1/64 , H04M3/533 , H04L29/06 , H04M3/56 , H04W12/06
CPC分类号： H04M3/53375 , H04L12/1822 , H04L12/1827 , H04L51/00 , H04L51/04 , H04L65/403 , H04M3/533 , H04M3/53333 , H04M3/53366 , H04M3/56 , H04M3/563 , H04M2203/4536 , H04M2203/5054 , H04M2207/18 , H04M2207/187 , H04W4/06 , H04W4/12 , H04W12/06
摘要： A computer-implemented system and method for distributing messages by discussion group is provided. Discussion groups are monitored. An identity of a participant in each of two or more of the discussion groups is verified. Voice signals are received from the participant and speech from the participant is distinguished from ambient noise and third-party conversations in the voice signals. One of the discussion groups, specified by the participant to be associated with the voice stream, is identified. The speech is transmitted as a voice message to other participants in the identified discussion group.
摘要翻译：提供了一种用于通过讨论组分发消息的计算机实现的系统和方法。讨论组进行监控。验证两个或更多个讨论组中的每个的参与者的身份。从参与者接收语音信号，来自参与者的语音与语音信号中的环境噪声和第三方对话区分开来。由参与者指定的与语音流相关联的讨论组之一被识别。语音作为语音消息发送到所识别的讨论组中的其他参与者。

59. 发明授权

US09418659B2 Computer-implemented system and method for transcribing verbal messages 有权
标题翻译：用于誊写口头信息的计算机实现的系统和方法
公开(公告)号：US09418659B2
公开(公告)日：2016-08-16
申请号：US14074653
申请日：2013-11-07
申请人： Intellisist, Inc.
发明人： Mike O. Webb
IPC分类号： G10L15/00 , G06Q10/06 , G10L15/26 , H04M3/533
CPC分类号： G10L15/26 , G10L15/04 , H04M3/53333 , H04M2201/40 , H04M2201/60 , H04M2203/2016 , H04M2203/4536
摘要： A computer-implemented system and method for transcribing verbal messages is provided. Verbal messages each comprising audio content are received. Automatically recognized text is generated for the audio content of at least one of the verbal messages. A turn-around processing time is applied to the verbal message. The automatically recognized text and verbal message are transferred to a human agent when an expected processing time of the verbal message satisfies the turn-around processing time. At least a portion of the automatically recognized text is replaced with manual transcription from the human agent. The automatically recognized text and manual transcription are provided as a text message.
摘要翻译：提供了一种用于转录口头消息的计算机实现的系统和方法。接收包含音频内容的语音消息。为至少一个口头消息的音频内容生成自动识别的文本。翻译处理时间被应用于口头消息。当语音消息的预期处理时间满足折返处理时间时，自动识别的文本和口头消息被传送到人类代理。自动识别的文本的至少一部分被来自人类代理的手动转录替代。自动识别的文本和手动转录作为文本消息提供。

60. 发明授权

US09357382B2 Computer-implemented system and method for validating call connections 有权
标题翻译：用于验证呼叫连接的计算机实现的系统和方法
公开(公告)号：US09357382B2
公开(公告)日：2016-05-31
申请号：US14067853
申请日：2013-10-30
申请人： Intellisist, Inc.
发明人： David Milstein
IPC分类号： H04M1/66 , H04W12/02 , H04W4/16 , H04L29/06 , H04W12/06
CPC分类号： H04M3/42042 , H04L63/0428 , H04L63/0823 , H04L63/126 , H04L67/02 , H04M1/72525 , H04M3/42059 , H04M3/42161 , H04M2203/6045 , H04M2203/609 , H04M2242/10 , H04W4/16 , H04W4/20 , H04W12/02 , H04W12/06 , H04W12/10
摘要： A computer-implemented system and method for validating call connections is provided. Metadata about a connecting party is collected during a call, wherein the call is received by or initiated by a user. A connection status for the call is verified. The connecting party metadata is compared with connecting party records stored in a database and an attempt to determine an identity of the connecting party is made based on the comparison. A determination as to whether a security certificate is present with the metadata is made. The connection status is determined based on the connecting party identity attempt and the identification of whether the security certificate is present. The determined connection status is provided to the user.
摘要翻译：提供了一种用于验证呼叫连接的计算机实现的系统和方法。在呼叫期间收集关于连接方的元数据，其中呼叫由用户接收或由用户发起。验证呼叫的连接状态。将连接方元数据与存储在数据库中的连接方记录进行比较，并且基于该比较来确定连接方的身份的尝试。确定是否存在具有元数据的安全证书。连接状态是根据连接方身份尝试和确定安全证书是否存在确定的。所确定的连接状态被提供给用户。

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