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51. 发明授权

US07970117B2 Method and system for handling calls at an automatic call distributor 有权
标题翻译：用于在自动呼叫分配器处理呼叫的方法和系统
公开(公告)号：US07970117B2
公开(公告)日：2011-06-28
申请号：US11184109
申请日：2005-07-18
申请人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Aaron Tong , Martin R. Eppel
发明人： Shmuel Shaffer , Shantanu Sarkar , Labhesh Patel , Aaron Tong , Martin R. Eppel
IPC分类号： H04M5/00
CPC分类号： H04M3/523
摘要： A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.
摘要翻译：一种用于在自动呼叫分配器处理呼叫的方法包括从第一呼叫者接收第一呼叫以分发给多个代理之一，并从第一呼叫者接收与第一呼叫相关联的第一请求。该方法包括将第一请求链接到与一个或多个附加呼叫者的一个或多个附加呼叫相关联的一个或多个附加请求。该方法还包括分发用于处理多个代理的第一代理的第一呼叫和与链接到第一请求的一个或多个附加请求相关联的一个或多个附加呼叫。

52. 发明授权

US07848510B2 Method and system for recording automatic call distributor calls 有权
标题翻译：记录自动呼叫分配器呼叫的方法和系统
公开(公告)号：US07848510B2
公开(公告)日：2010-12-07
申请号：US11187423
申请日：2005-07-22
申请人： Shmuel Shaffer , Labhesh Patel , Robert T. Bell , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Robert T. Bell , Shantanu Sarkar
IPC分类号： H04M3/02
CPC分类号： H04M3/523 , H04M3/382 , H04M3/42221
摘要： A method for recording automatic call distributor calls includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes creating a call signature associated with the call for recording verification and recording communications of the call to a recording file. The method also includes embedding the call signature in the recording file.
摘要翻译：用于记录自动呼叫分配器呼叫的方法包括从呼叫者接收分配给多个代理之一的呼叫并将该呼叫分发到多个代理的第一代理进行处理。该方法包括创建与用于记录验证的呼叫相关联的呼叫签名并将呼叫的通信记录到记录文件。该方法还包括将呼叫签名嵌入到记录文件中。

53. 发明授权

US07602704B2 System and method for providing fault tolerant IP services 有权
标题翻译：提供容错IP服务的系统和方法
公开(公告)号：US07602704B2
公开(公告)日：2009-10-13
申请号：US10225391
申请日：2002-08-20
申请人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
IPC分类号： G01R31/08
CPC分类号： H04L65/1043 , H04L29/06027 , H04L65/103 , H04L65/104 , H04L65/1083 , H04L65/604 , H04M3/2254 , H04M7/006 , H04M7/1295 , H04M2207/203
摘要： A system and method for providing fault tolerant IP services includes establishing a first communication session between an originating telephony device and an application server, through a primary call manager. Failure of the primary call manager may be detected. A second communication session between the application server and a destination telephony device may be established via a back-up call manager. The first communication and the second communication session may be coupled at the application server to establish two-way communication between the originating telephony device and the destination telephony device.
摘要翻译：用于提供容错IP服务的系统和方法包括通过主呼叫管理器在始发电话设备和应用服务器之间建立第一通信会话。可以检测到主呼叫管理器的故障。可以经由备用呼叫管理器建立应用服务器和目的地电话设备之间的第二通信会话。第一通信和第二通信会话可以在应用服务器处耦合以在始发电话设备和目的地电话设备之间建立双向通信。

54. 发明授权

US07523859B2 System and method for securing transactions in a contact center environment 有权
标题翻译：用于在联络中心环境中保护交易的系统和方法
公开(公告)号：US07523859B2
公开(公告)日：2009-04-28
申请号：US11860705
申请日：2007-09-25
申请人： Labhesh Patel , Shmuel Shaffer , Cullen Jennings , Shantanu Sarkar
发明人： Labhesh Patel , Shmuel Shaffer , Cullen Jennings , Shantanu Sarkar
IPC分类号： G06K5/00
CPC分类号： G06Q20/403 , G06Q20/10 , G06Q20/12 , G06Q20/382
摘要： A system and method for protecting confidential user information employed in an electronic transaction. The system and method provide for associating an expiration time/time period, use or other use-limiting authorization indicator with a credit card or other user information to be transferred to a user information recipient, in conjunction with a product/service payment or other business transaction with a hosted contact center. Embodiments of the invention further provide for forming a limited-use indicator, such as a use-limiting token, by associating a transaction agent indicator and a use-limiting indicator with the user information, and for verifying a limited use indicator received from a contact center agent and determining according to such indicator, in addition to any ordinary verification that might also be conducted, whether the use limitation has been met and whether the transaction should be authorized in accordance with the use limitation.
摘要翻译：一种用于保护在电子交易中使用的机密用户信息的系统和方法。该系统和方法提供将到期时间/时间段，使用或其他使用限制授权指示符与信用卡或其他用户信息相关联以将其传送到用户信息接收者，结合产品/服务支付或其他业务与托管联络中心进行交易。本发明的实施例还提供了通过将交易代理指示符和使用限制指示符与用户信息相关联来形成有限使用指示符，例如使用限制令牌，并且用于验证从联系人接收到的有限使用指示符中心代理人和根据此类指标确定，除了可能进行的任何普通验证外，是否符合使用限制以及是否按照使用限制授权交易。

55. 发明授权

US07490039B1 Text to speech system and method having interactive spelling capabilities 有权
标题翻译：具有互动拼写功能的文本到语音系统和方法
公开(公告)号：US07490039B1
公开(公告)日：2009-02-10
申请号：US10020102
申请日：2001-12-13
申请人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
发明人： Shmuel Shaffer , Labhesh Patel , Shantanu Sarkar
IPC分类号： G10L13/00 , G10L21/00
CPC分类号： G10L13/08 , G10L15/26
摘要： A method for audibly spelling a word in an audio file includes playing an audio file to a user, receiving a command to spell a word in the audio file from the user, identifying a textual word in a text file corresponding to the word, and audibly spelling the textual word. A text-to-speech system includes a memory and a text-to-speech module. The text-to-speech module generates an audio file from a text file, and stores in the memory locations for words in the audio file corresponding to locations of words in the text file.
摘要翻译：用于在音频文件中可听地拼写单词的方法包括向用户播放音频文件，从用户接收到在音频文件中拼写单词的命令，识别与该单词对应的文本文件中的文本单词，并且可听见地拼写文字。文本到语音系统包括存储器和文本到语音模块。文本到语音模块从文本文件生成音频文件，并且存储在与文本文件中的单词的位置相对应的音频文件中的单词的存储器位置。

56. 发明授权

US07213050B1 System and method for reserving conference resources for a multipoint conference using a priority scheme 有权
标题翻译：使用优先方案为多点会议预留会议资源的系统和方法
公开(公告)号：US07213050B1
公开(公告)日：2007-05-01
申请号：US09903162
申请日：2001-07-11
申请人： Shmuel Shaffer , Shantanu Sarkar
发明人： Shmuel Shaffer , Shantanu Sarkar
IPC分类号： G06F15/16 , G06F9/00
CPC分类号： H04L12/1813 , H04L12/1877 , H04L67/32
摘要： A system and method for reserving conference resources for a multipoint conference includes receiving a request for a multipoint conference reservation and a list of participants. Communication paths for a plurality of the participants may be predicted. A multipoint control unit resource requirement may be estimated. A first multipoint control unit may be selected to host the multipoint conference. The availability of the multipoint control unit resource requirement at approximately a scheduled start time of the multipoint conference may be determined. A second multipoint control unit may be selected to host the multipoint conference, if the first multipoint control unit does not have the multipoint control unit resource requirement available at the scheduled start time and for the duration of the conference.
摘要翻译：一种用于为多点会议保留会议资源的系统和方法，包括接收多点会议预约的请求和参与者列表。可以预测多个参与者的通信路径。可以估计多点控制单元资源需求。可以选择第一多点控制单元来主持多点会议。可以确定在多点会议的大约预定开始时间的多点控制单元资源需求的可用性。如果第一多点控制单元在预定的开始时间和会议期间没有可用的多点控制单元资源需求，则可以选择第二多点控制单元来主持多点会议。

57. 发明授权

US07173911B1 System and method for music-on-hold in a voice over internet protocol (VoIP) environment 有权
标题翻译：用于互联网语音协议（VoIP）环境中的音乐保持的系统和方法
公开(公告)号：US07173911B1
公开(公告)日：2007-02-06
申请号：US10035573
申请日：2001-12-28
申请人： Shantanu Sarkar , Thiyagesan Ramalingam , Shmuel Shaffer
发明人： Shantanu Sarkar , Thiyagesan Ramalingam , Shmuel Shaffer
IPC分类号： H04L12/26 , H04L12/66
CPC分类号： H04L29/06027 , H04L65/1083 , H04L65/1096 , H04L65/80
摘要： This method for music-on-hold in a voiceover Internet Protocol (VoIP) environment includes determining a quality value for each of a plurality of audio streams communicated in the VoIP format. One of the audio streams may be selected for playing to a call on hold based on the quality values for the audio streams. In that particular embodiment, the quality values may be determined at and/or near the endpoint handling that call on hold.
摘要翻译：这种在配音互联网协议（VoIP）环境中保持音乐的方法包括确定以VoIP格式传送的多个音频流中的每一个的质量值。可以基于音频流的质量值选择一个音频流来播放到保持呼叫。在该特定实施例中，质量值可以在处理该保持呼叫的端点处和/或附近确定。

58. 发明申请

US20060208889A1 Automated contacting of support centers and sharing of product information via RFID 审中-公开
标题翻译：通过RFID自动接触支持中心和分享产品信息
公开(公告)号：US20060208889A1
公开(公告)日：2006-09-21
申请号：US11078927
申请日：2005-03-10
申请人： Shmuel Shaffer , Labhesh Patel , Gebran Chahrouri , Shantanu Sarkar , Bruce Moon , Joseph Khouri
发明人： Shmuel Shaffer , Labhesh Patel , Gebran Chahrouri , Shantanu Sarkar , Bruce Moon , Joseph Khouri
IPC分类号： G08B13/14 , G06F17/00
CPC分类号： G06Q30/02
摘要： Disclosed are methods and apparatus for methods and apparatus for automatically contacting a service center for one or more particular products, as well as contacting other types of entities with respect to any type of item. In a first embodiment, each item includes a radio frequency identification (RFID) of the particular products that is used to automatically contact a service center or the like. In a second embodiment, the RFID of the particular product is automatically sent to the service center or the like. In the first embodiment, the RFID of each product contains contact information, such as a 1-800 telephone number, a URL address, or email address, for a particular service center or the like. In one implementation, an RFID reader is coupled with a communication device, such as a telephone or computer device, and the user uses the RFID reader to scan an RFID of a particular item (e.g., a malfunctioning product). The relevant service center or the like is then contacted based on the RFID scan. For example, the user is connected to an agent at the relevant service center via a telephone or computer network. In the second embodiment, when a service center (or the like) needs RFID tag data for a particular item, a user may select a “send” option (e.g., on the communication device or reader) to have such RFID tag data automatically transmitted to the service center or the like.
摘要翻译：公开了用于为一个或多个特定产品自动联系服务中心的方法和装置的方法和装置，以及关于任何类型的物品接触其他类型的实体。在第一实施例中，每个项目包括用于自动联系服务中心等的特定产品的射频识别（RFID）。在第二实施例中，特定产品的RFID被自动发送到服务中心等。在第一实施例中，每个产品的RFID包含针对特定服务中心等的联系人信息，例如1-800电话号码，URL地址或电子邮件地址。在一个实现中，RFID读取器与诸如电话或计算机设备的通信设备耦合，并且用户使用RFID读取器扫描特定物品（例如，故障产品）的RFID。然后基于RFID扫描来接触相关服务中心等。例如，用户通过电话或计算机网络连接到相关服务中心的代理。在第二实施例中，当服务中心（等）需要用于特定项目的RFID标签数据时，用户可以选择“发送”选项（例如，在通信设备或读取器上）来使得RFID标签数据自动发送到服务中心等。

59. 发明授权

US07551603B1 Time-sensitive-packet jitter and latency minimization on a shared data link 有权
标题翻译：共享数据链路上的时间敏感数据包抖动和延迟最小化
公开(公告)号：US07551603B1
公开(公告)日：2009-06-23
申请号：US10765421
申请日：2004-01-27
申请人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe
发明人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe
IPC分类号： H04L12/26 , H04J3/14 , G08C15/00 , G06F11/00 , G01R31/08
CPC分类号： H04L47/2441 , H04L47/2416 , H04L47/245 , H04L47/50
摘要： A system and method are disclosed for interleaving time-critical packets and lower-priority packets onto a common data link. A packet arrival prediction mechanism predicts when a time-critical packet is expected to arrive. When transmission of a waiting lower-priority packet might cause a substantial delay in the expected time-critical packet's transmission, the lower-priority packet is parked until it can be transmitted without interfering with a time-critical packet.
摘要翻译：公开了一种用于将时间关键分组和较低优先级分组交织到公共数据链路上的系统和方法。分组到达预测机制预测何时预计到达时间关键分组。当等待的较低优先级分组的传输可能导致预期的时间关键分组的传输中的实质性延迟时，优先级较低的分组被停放，直到其可以被传输而不干扰时间关键分组。

60. 发明授权

US07099280B1 Method and system for logging voice quality issues for communication connections 有权
标题翻译：用于记录通信连接的语音质量问题的方法和系统
公开(公告)号：US07099280B1
公开(公告)日：2006-08-29
申请号：US09821536
申请日：2001-03-28
申请人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe , Robert T. Bell
发明人： Shmuel Shaffer , Joseph F. Khouri , Michael E. Knappe , Robert T. Bell
IPC分类号： G06F11/00
CPC分类号： H04M7/006 , G10L25/69 , H04M3/2236 , H04M3/42221 , H04M7/123 , H04M2201/36
摘要： A method and system for logging voice quality issues for a communication connection includes receiving a signal for logging quality information for a voice connection at an endpoint of the voice connection. Voice samples are collected from the voice connection at the endpoint. The voice samples are stored in an error log at the endpoint.
摘要翻译：用于记录通信连接的语音质量问题的方法和系统包括：在语音连接的端点处接收用于记录用于语音连接的质量信息的信号。语音采样从终端的语音连接收集。语音样本存储在端点的错误日志中。

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