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    • 81. 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。
    • 84. 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。
    • 86. 发明申请
    • Email text-to-speech conversion in sender's voice
    • 在发件人的声音中发送文字转语音
    • US20070174396A1
    • 2007-07-26
    • US11338377
    • 2006-01-24
    • Sanjeev KumarLabhesh PatelJoseph KhouriMukul Jain
    • Sanjeev KumarLabhesh PatelJoseph KhouriMukul Jain
    • G06F15/16
    • G06Q10/107G10L13/00
    • Multiple authors' voices can be used in a text-to-speech (TTS) conversion of an email thread so that each part of the thread is read in that author's voice. A tag is used to identify which text portion corresponds to which author. Voice characteristics can be originated from an author's sending device or can be centrally stored in a voice characteristic database at a unified messaging server and provided to a recipient of the email thread. A similar approach can be used in a single document such as a change-tracked document that is being edited by multiple authors. The different voice characteristics of authors corresponding to different parts of the document can be accessed for TTS conversion so that a person listening on an audio device (e.g., phone, VoIP phone, cell phone, etc.) can identify the author of a specific part without the use of text or other displayed information. Voice characteristics can be centrally stored and delivered to users of audio devices to be used with a variety of text communications.
    • 多个作者的声音可以用于电子邮件线程的文本到语音(TTS)转换,以便线程的每个部分都以该作者的声音读取。 标签用于标识哪个文本部分对应于哪个作者。 语音特征可以来自作者的发送设备,或者可以集中地存储在统一消息服务器的语音特征数据库中,并提供给电子邮件线程的接收者。 类似的方法可以在单个文档中使用,例如由多个作者编辑的变更跟踪文档。 可以访问对应于文档不同部分的作者的不同语音特征,以进行TTS转换,以便在音频设备(例如,电话,VoIP电话,手机等)上聆听的人可以识别特定部分的作者 不使用文字或其他显示信息。 语音特征可以集中存储并传递给音频设备的用户,以便与各种文本通信一起使用。
    • 88. 发明申请
    • Conferencing system and method for temporary blocking / restoring of individual participants
    • 用于临时阻止/恢复个人参与者的会议系统和方法
    • US20070067387A1
    • 2007-03-22
    • US11230074
    • 2005-09-19
    • Mukul JainVinod Katkam
    • Mukul JainVinod Katkam
    • G06F15/16
    • G06Q10/10
    • A conferencing system includes a server having a plurality of ports, the server operating in response to one or more inputs to selectively permit an individual connected to the server via one of the ports to participate in a conference session or be isolated in a waiting room. A computer runs a program to implement a user interface that generates the one or more inputs to the server responsive to commands entered by a moderator using the computer. 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).
    • 会议系统包括具有多个端口的服务器,所述服务器响应于一个或多个输入而操作,以选择性地允许经由一个端口连接到服务器的个人参与会议会话或被隔离在等候室中。 计算机运行程序以实现响应于使用计算机的主持人输入的命令而向服务器生成一个或多个输入的用户界面。 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)。
    • 89. 发明授权
    • Communication system with configurable shared line privacy feature
    • 具有可配置共享线路隐私功能的通信系统
    • US08243895B2
    • 2012-08-14
    • US11300190
    • 2005-12-13
    • Mukul JainVinod Katkam
    • Mukul JainVinod Katkam
    • H04M13/00
    • H04M3/527H04M3/42331
    • A PBX system with a shared line connected to a plurality of telephone devices includes one or more processors that control a connection for an incoming call from a caller, the one or more processors being operable to access a listing that includes one or more callers or calling numbers designated as private to a first telephone device. The one or more processors being further operable to send an alert to only the first telephone device in the event that the one or more callers or the calling numbers in the listing includes a caller or calling number associated with the incoming call. 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.
    • 具有连接到多个电话设备的共享线路的PBX系统包括控制来自呼叫者的来话呼叫的连接的一个或多个处理器,所述一个或多个处理器可操作以访问包括一个或多个呼叫者或呼叫的列表 为第一电话设备指定为私有的号码。 一个或多个处理器进一步可操作以在一个或多个呼叫者或列表中的主叫号码包括与呼入呼叫相关联的主叫或主叫号码的情况下仅向第一电话设备发送警报。 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。
    • 90. 发明授权
    • System and method for caller confirmation of call center agent notes
    • 来电确认呼叫中心代理笔记的系统和方法
    • US07463730B2
    • 2008-12-09
    • US11244698
    • 2005-10-06
    • Vinod KatkamMukul Jain
    • Vinod KatkamMukul Jain
    • H04M3/00
    • H04M3/5191H04L29/06027H04L65/4007H04M2203/552
    • A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) network. The agent transmits a first message over the IP network to a device of the caller during the call. The first message contains notes electronically recorded by the agent. Prior to or coincident with an end of the call, the caller sends a second message back to the system confirming the agent's notes. 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).
    • 系统包括与呼叫中心的代理相关联的计算机工作站和包括用于将呼叫者连接到代理的计算机工作站的自动呼叫分配器(ACD)功能的子系统,该子系统经由呼叫者的设备经由 互联网协议(IP)网络。 代理在呼叫期间通过IP网络向呼叫者的设备发送第一个消息。 第一条消息包含由代理人电子记录的笔记。 在呼叫结束之前或与呼叫结束同时,呼叫者向系统发送一个确认代理人笔记的第二个消息。 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)。