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71. 发明授权

US10332071B2 Solution for adding context to a text exchange modality during interactions with a composite services application 有权
公开(公告)号：US10332071B2
公开(公告)日：2019-06-25
申请号：US11615856
申请日：2006-12-22
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： G06F17/27 , G06Q10/10
摘要： The present invention discloses a solution for handling text exchange input in a composite service environment. The method can included a step of conveying text exchange input to an ACM engine. The ACM engine can map the text exchange input to field and variable values of a component services application. A memory of the composite service environment can be updated using the mapping results. Specifically, field and variable values can be updated that are stored in the memory for a session of the component services application for which the text exchange input was provided.

72. 发明授权

US09247056B2 Identifying contact center agents based upon biometric characteristics of an agent's speech 有权
标题翻译：根据代理人演讲的生物特征识别联络中心代理
公开(公告)号：US09247056B2
公开(公告)日：2016-01-26
申请号：US11680908
申请日：2007-03-01
申请人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M1/64 , H04M3/51 , G10L17/00 , H04M3/00
CPC分类号： H04M3/51 , G10L17/00 , H04M2201/41
摘要： The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.
摘要翻译：本发明公开了具有说话人识别和验证（SIV）能力的联络中心。在本发明中，一组联络中心组件可以提供与呼叫者的自动交互式通信，可以为等待与直播代理通信的呼叫者提供队列管理，并且可以提供基于技能的路由以将呼叫者分配给现场代理。 SIV组件可以基于所分析的语音话语的生物特征分析语音话语来确定说话者识别。另外，SIV组件可以处理来自联络中心会话的语音。在一个实施例中，SIV组件可以防止呼叫中心不知情的代理发生。 SIV组件也可用于区分通信会话内容是否由联络中心代理或呼叫者发言。

73. 发明授权

US09129599B2 Automated tuning of speech recognition parameters 有权
标题翻译：自动调整语音识别参数
公开(公告)号：US09129599B2
公开(公告)日：2015-09-08
申请号：US11874230
申请日：2007-10-18
申请人： Girish Dhanakshirur , Baiju D. Mandalia , Wendi L. Nusbickel
发明人： Girish Dhanakshirur , Baiju D. Mandalia , Wendi L. Nusbickel
IPC分类号： G10L15/06 , G10L15/02 , G10L17/04 , G10L15/065 , G10L15/20 , G10L15/30 , G10L17/26
CPC分类号： G10L15/065 , G10L15/02 , G10L15/06 , G10L15/20 , G10L15/30 , G10L17/04 , G10L17/26 , G10L2015/228
摘要： A method for execution on a server for serving presence information, the method for providing dynamically loaded speech recognition parameters to a speech recognition engine, can be provided. The method can include storing at least one rule for selecting speech recognition parameters, wherein a rule comprises an if-portion including criteria and a then-portion specifying speech recognition parameters that must be used when the criteria is met. The method can further include receiving notice that a speech recognition session has been initiated between a user and the speech recognition engine. The method can further include selecting a first set of speech recognition parameters responsive to executing the at least one rule and providing to the speech recognition engine the first set of speech recognition parameters for performing speech recognition of the user.
摘要翻译：可以提供一种用于在服务器上执行服务呈现信息的方法，用于向语音识别引擎提供动态加载的语音识别参数的方法。该方法可以包括存储用于选择语音识别参数的至少一个规则，其中规则包括包含条件的if部分和当满足标准时必须使用的当时部分指定语音识别参数。该方法还可以包括接收在用户和语音识别引擎之间已经发起语音识别会话的通知。该方法还可以包括响应于执行至少一个规则选择第一组语音识别参数，并向语音识别引擎提供用于执行用户的语音识别的第一组语音识别参数。

74. 发明授权

US09055150B2 Skills based routing in a standards based contact center using a presence server and expertise specific watchers 有权
标题翻译：在基于标准的联络中心中使用基于技能的路由，使用在线服务器和具有专门知识的观察者
公开(公告)号：US09055150B2
公开(公告)日：2015-06-09
申请号：US11680839
申请日：2007-03-01
申请人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M3/00 , H04M3/523 , H04L29/06 , H04L29/08 , H04M5/00 , H04L12/66 , H04M3/42 , H04M3/51 , H04M7/00
CPC分类号： H04M3/5233 , H04L65/40 , H04L67/24 , H04M3/42102 , H04M3/42365 , H04M3/42374 , H04M3/51 , H04M3/5191 , H04M7/006 , H04M2203/6009
摘要： The present invention discloses a presence management system for a contact center including a presence server, a data store, and one or more watchers. The presence server can accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an open standard, such as an Internet Engineering Task Force (IETF) based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents, wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise.
摘要翻译：本发明公开了一种用于包括存在服务器，数据存储和一个或多个监视器的联络中心的存在管理系统。存在服务器可以使用基于基于互联网工程任务组（IETF）的标准的开放标准的基于会话发起协议（SIP）的消息来接受，管理和分发呈现信息。数据存储可以通信地链接到呈现服务器，并且可以被配置为存储在场信息。存储的存在信息可以包括用于多个联络中心代理的存在信息，其中对于每个代理，存储的存在信息包括用于相关代理的专业知识的元素。观察者可以订阅由呈现服务器管理的呈现信息。每个观察者可以对应于独特的专业知识。与专业知识相关的观察者可以观察具有该专长的所有联络中心代理的存在信息。

75. 发明授权

US09047869B2 Free form input field support for automated voice enablement of a web page 有权
标题翻译：免费表单输入字段支持网页的自动语音启用
公开(公告)号：US09047869B2
公开(公告)日：2015-06-02
申请号：US12099041
申请日：2008-04-07
申请人： Victor S. Moore , Wendi L. Nusbickel
发明人： Victor S. Moore , Wendi L. Nusbickel
IPC分类号： G06F17/27 , G10L15/04 , G10L15/00 , G10L15/18 , G10L21/00 , G10L25/00 , G10L15/22 , G06F17/24 , G06F3/16 , G10L15/183 , G10L15/197 , H04M3/493
CPC分类号： G10L15/22 , G06F3/167 , G06F17/243 , G06F17/272 , G10L15/183 , G10L15/197 , H04M3/4938
摘要： Embodiments of the present invention provide a method and computer program product for the automated voice enablement of a Web page with free form input field support. In an embodiment of the invention, a method for voice enabling a Web page with free form input field support can be provided. The method can include receiving speech input for an input field in a Web page, parsing a core attribute for the input field and identifying an external statistical language model (SLM) referenced by the core attribute of the input field, posting the received speech input and the SLM to an automatic speech recognition (ASR) engine, and inserting a textual equivalent to the speech input provided by the ASR engine in conjunction with the SLM into the input field.
摘要翻译：本发明的实施例提供了一种用于具有自由形式输入字段支持的网页的自动语音使能的方法和计算机程序产品。在本发明的一个实施例中，可以提供一种用于语音启用具有自由形式输入字段支持的网页的方法。该方法可以包括为网页中的输入字段接收语音输入，解析用于输入字段的核心属性和识别由输入字段的核心属性引用的外部统计语言模型（SLM），发布接收到的语音输入和 SLM到自动语音识别（ASR）引擎，并且将与ASR引擎提供的语音输入结合SLM的文本等价物插入到输入字段中。

76. 发明授权

US08594305B2 Enhancing contact centers with dialog contracts 有权
标题翻译：加强与对话合同的联络中心
公开(公告)号：US08594305B2
公开(公告)日：2013-11-26
申请号：US11684333
申请日：2007-03-09
申请人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Baiju D. Mandalia , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： H04M1/64
CPC分类号： H04M3/51 , H04M2203/357
摘要： The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is communicating with a contact center. A dialog contract can be identified that corresponds to the determined context. The dialog contract can specify requirements for a real-time contact center session. The contact center can transfer the caller to a contact center agent. The real-time communication session can be conducted. A software program, referred to as an agent monitor, can analyze input of the caller and the contact center agent during the communication session and can automatically update a session file as requirements of the dialog contract are satisfied. The session file can be used as a quality measurement of the communication session.
摘要翻译：本解决方案可以包括使用对话契约进行联络中心交互的方法。该方法可以包括确定适用于与联络中心通信的呼叫者的上下文的步骤。可以识别对应于确定的上下文的对话契约。对话合同可以指定实时联络中心会话的要求。联络中心可以将呼叫者转接到联络中心代理。可以进行实时通信会话。称为代理监视器的软件程序可以在通信会话期间分析呼叫者和联络中心代理的输入，并且可以根据对话契约的要求来自动更新会话文件。会话文件可以用作通信会话的质量测量。

77. 发明授权

US08140695B2 Load balancing and failover of distributed media resources in a media server 有权
标题翻译：媒体服务器中分布式媒体资源的负载平衡和故障转移
公开(公告)号：US08140695B2
公开(公告)日：2012-03-20
申请号：US11164932
申请日：2005-12-12
申请人： Wendi L. Nusbickel
发明人： Wendi L. Nusbickel
IPC分类号： G06F15/16
CPC分类号： H04L67/1008 , H04L67/02 , H04L67/1002 , H04L67/1034 , H04L69/08
摘要： A method and a system for load balancing media resources among a plurality of servers. A first request can be received from a client requesting a first media processing resource, the request being formatted in accordance with a first protocol. The first request can be morphed into a first morphed request formatted in accordance with a second protocol. A first server that is least loaded can be selected from a first server partition including a plurality of servers, each of which provides the requested first media processing resource. The first morphed request can be forwarded to the first server in accordance with the second protocol.
摘要翻译：一种用于在多个服务器之间负载平衡媒体资源的方法和系统。可以从请求第一媒体处理资源的客户端接收第一请求，该请求根据第一协议进行格式化。第一请求可以变形成根据第二协议格式化的第一变形请求。可以从包括多个服务器的第一服务器分区中选择最少加载的第一服务器，每个服务器提供所请求的第一媒体处理资源。可以根据第二协议将第一变形请求转发到第一服务器。

78. 发明授权

US08074202B2 WIKI application development tool that uses specialized blogs to publish WIKI development content in an organized/searchable fashion 失效
标题翻译： WIKI应用程序开发工具，使用专门的博客以有组织/可搜索的方式发布WIKI开发内容
公开(公告)号：US08074202B2
公开(公告)日：2011-12-06
申请号：US11766291
申请日：2007-06-21
申请人： William V. Da Palma , Victor S. Moore , Wendi L. Nusbickel
发明人： William V. Da Palma , Victor S. Moore , Wendi L. Nusbickel
IPC分类号： G06F9/44
CPC分类号： G10L15/30 , G06F17/30899 , G10L15/32 , H04L67/02
摘要： The present invention discloses a software development system for WIKIs including a WIKI server, a BLOG server, and a data store. The WIKI server can serve WIKI pages to WIKI clients. The BLOG server can serve BLOGs to BLOG clients. The data store can manage WIKI BLOG entries. Each WIKI BLOG entry can include a link to one of the WIKI pages and metadata for the linked WIKI page. The metadata can include a WIKI page title, a WIKI page version, a WIKI page description, design notes, and other information. Searchable keywords can be generated from the metadata. WIKI BLOG entries can be searched by WIKI developers to find WIKI pages having designer specified criteria based on a keyword search. Wherein searching for WIKI BLOG entries and editing discovered WIKI pages associated with WIKI BLOGs can be performed by a WIKI client via a WIKI interface.
摘要翻译：本发明公开了一种包括WIKI服务器，BLOG服务器和数据存储的WIKI的软件开发系统。 WIKI服务器可以向WIKI客户端提供WIKI页面。 BLOG服务器可以向BLOG客户端提供BLOG服务。数据存储可以管理WIKI BLOG条目。每个WIKI BLOG条目可以包括到WIKI页面中的一个的链接和链接的WIKI页面的元数据。元数据可以包括WIKI页面标题，WIKI页面版本，WIKI页面描述，设计说明和其他信息。可以从元数据生成可搜索的关键字。 WIKI BLOG条目可以由WIKI开发人员搜索，以根据关键字搜索找到具有设计者指定标准的WIKI页面。其中搜索WIKI BLOG条目和编辑发现与WIKI BLOG相关联的WIKI页面可以由WIKI客户端通过WIKI接口执行。

79. 发明授权

US08019607B2 Establishing call-based audio sockets within a componentized voice server 有权
标题翻译：在组件化语音服务器中建立基于呼叫的音频套接字
公开(公告)号：US08019607B2
公开(公告)日：2011-09-13
申请号：US12183639
申请日：2008-07-31
申请人： Thomas E. Creamer , Victor S. Moore , Wendi L. Nusbickel , Ricardo Dos Santos , James J. Sliwa
发明人： Thomas E. Creamer , Victor S. Moore , Wendi L. Nusbickel , Ricardo Dos Santos , James J. Sliwa
IPC分类号： G10L21/00
CPC分类号： G10L15/32
摘要： A method of interfacing a telephone application server and a speech engine can include the step of establishing one or more audio sockets in a media converting component of the telephone application server. The audio socket can remain available for approximately a duration of a call. A work unit that requires processing by a speech engine can be detected for the call. An identifier for the audio socket and a data for the work unit can be conveyed to a selected speech engine. Work unit results from the selected speech engine can be received by the media converting component via the previously established audio socket.
摘要翻译：接口电话应用服务器和语音引擎的方法可以包括在电话应用服务器的媒体转换组件中建立一个或多个音频插座的步骤。音频插座可以在大约一个呼叫的持续时间内保持可用。可以为呼叫检测需要语音引擎处理的工作单元。音频插座的标识符和工作单元的数据可以被传送到所选择的语音引擎。来自所选择的语音引擎的工作单元结果可以由媒体转换组件经由先前建立的音频套接字接收。

80. 发明授权

US08015304B2 Method to distribute speech resources in a media server 失效
标题翻译：在媒体服务器中分发语音资源的方法
公开(公告)号：US08015304B2
公开(公告)日：2011-09-06
申请号：US11164929
申请日：2005-12-12
申请人： Wendi L. Nusbickel
发明人： Wendi L. Nusbickel
IPC分类号： G06F15/16
CPC分类号： H04L67/02 , H04L67/1002 , H04L67/1014 , H04L69/08
摘要： A method and a system for distributing media processing resources. A first request formatted in accordance with a first protocol can be received from a client requesting a media processing resource. The first request can be morphed into a second request that is formatted in accordance with a second protocol. Further, a media processing resource can be selected from a plurality of available media processing resources, and the second request can be forwarded to the selected media processing resource in accordance with the second protocol.
摘要翻译：一种用于分发媒体处理资源的方法和系统。可以从请求媒体处理资源的客户端接收根据第一协议格式化的第一请求。可以将第一请求变形为根据第二协议格式化的第二请求。此外，可以从多个可用媒体处理资源中选择媒体处理资源，并且可以根据第二协议将第二请求转发到所选择的媒体处理资源。

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