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    • 71. 发明申请
    • Integrated Alerting
    • 集成警报
    • US20080226046A1
    • 2008-09-18
    • US11686838
    • 2007-03-15
    • Shmuel ShafferMukul JainLabhesh PatelSanjeev Kumar
    • Shmuel ShafferMukul JainLabhesh PatelSanjeev Kumar
    • H04M15/06
    • H04M15/06
    • In a wide-area communication system, users or numbers in the system to be alerted are ranked so to improve the efficiency of the alert calls. Rankings are based on various factors, including whether two or more users are on the same active call, whether a user is on an active call, how recently a user ended a call, and whether a user recently missed a call. Within rankings, there may be multiple callers or numbers. These users may further be ranked, such as by determining which caller is expected to end a call first based on the current elapsed time of the call and the average call duration for that user or number.
    • 在广域通信系统中,要提醒的系统中的用户或号码被排序,以提高警报呼叫的效率。 排名基于各种因素,包括两个或多个用户是否处于相同的活动呼叫,用户是否处于活动呼叫,用户最近结束呼叫以及用户最近是否已经接通呼叫。 在排名中,可能有多个呼叫者或号码。 这些用户可以进一步排名,例如通过基于呼叫的当前经过时间和该用户或号码的平均呼叫持续时间来确定预期哪个呼叫者首先结束呼叫。
    • 74. 发明申请
    • QUEUING AND ROUTING TELEPHONE CALLS
    • 排队和路线电话
    • US20080037763A1
    • 2008-02-14
    • US11460212
    • 2006-07-26
    • Shmuel ShafferLabhesh PatelMukul JainSanjeev Kumar
    • Shmuel ShafferLabhesh PatelMukul JainSanjeev Kumar
    • H04M3/00
    • H04M3/42348H04M3/42059H04M3/42187H04M3/523H04M2242/30
    • A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area. The communication is queued based on the assigned priority. A method is also provided to assign an agent using an automated call distributor based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents.
    • 描述了一种在自动通信分配器中处理通信的方法和系统。 该方法可以包括接收通信并识别来自该通信的起始位置。 此后,当起始位置对应于预定义的高优先级地理区域并且基于始发位置分配通信的优先级时,进行确定。 当起始位置对应于高优先级地理区域时,可以将呼叫分配给较高优先级,而不是当起始位置不对应于高优先级地理区域时。 通信根据分配的优先级排队。 还提供了一种方法,用于基于通信的始发位置与所确定的潜在受访者的地理位置之间的距离,使用自动呼叫分配器分配代理。
    • 77. 发明申请
    • Techniques for marking and manipulating voice message segments through a telephone user interface
    • 通过电话用户界面标记和操纵语音消息段的技术
    • US20070263793A1
    • 2007-11-15
    • US11408697
    • 2006-04-20
    • Joseph KhouriLabhesh PatelMukul JainSanjeev KumarShmuel Shaffer
    • Joseph KhouriLabhesh PatelMukul JainSanjeev KumarShmuel Shaffer
    • H04M1/64
    • H04M3/53383H04M2203/303H04M2203/4554
    • In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message.
    • 在一个实施例中,提供了使用电话用户界面来操纵语音消息的技术。 电话用户界面通过语音模式从电话设备接收标记开始段命令。 标记开始段命令指示语音消息中的语音消息段的起始点。 电话用户界面然后通过语音模式从电话设备接收标记结束段命令。 标记段命令指示语音消息中的语音消息段的结束点。 接收到来自电话设备的动作命令,并且执行基于语音消息段的动作命令的动作。 语音消息段是基于语音消息段的所指示的起始点和语音消息中语音消息段的所指示的终点确定的语音消息的一部分。