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1. 发明申请

US20100027778A1 METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION 有权
标题翻译：使用社交网络信息维护呼叫中心动态队列的方法和装置
公开(公告)号：US20100027778A1
公开(公告)日：2010-02-04
申请号：US12182743
申请日：2008-07-30
申请人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
发明人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M2203/655
摘要： In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
摘要翻译：在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。第一个代理与呼叫中心相关联。该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。

2. 发明授权

US08645430B2 Self-adjusting email subject and email subject history 有权
标题翻译：自我调整邮件主题和电子邮件主题历史
公开(公告)号：US08645430B2
公开(公告)日：2014-02-04
申请号：US12254305
申请日：2008-10-20
申请人： Joseph Khouri , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
发明人： Joseph Khouri , Sanjeev Kumar , Laurent Philonenko , Mukul Jain
IPC分类号： G06F17/30 , G06F15/16
CPC分类号： G06Q10/107 , H04L51/00
摘要： In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data.
摘要翻译：在一个实施例中，用于自动生成电子邮件消息的主题行内容的装置包括可操作以接收包括对应于电子邮件消息主体的基于文本的信息的内容数据的输入，包括可操作以分析接收到的内容数据，主题提取器，包括可操作以根据文本分析器的输出提取主题数据的逻辑;字符串生成器，包括可操作以根据主题提取器的输出生成主题行数据的逻辑，以及可操作的以输出具有包含内容数据的主体字段和包含生成的主题行数据的主题字段的多字段电子邮件消息。

3. 发明授权

US08290139B2 Method and apparatus for maintaining dynamic queues in call centers using social network information 有权
标题翻译：使用社交网络信息在呼叫中心维护动态队列的方法和装置
公开(公告)号：US08290139B2
公开(公告)日：2012-10-16
申请号：US12182743
申请日：2008-07-30
申请人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
发明人： Sanjeev Kumar , Mukul Jain , Laurent Philonenko , Joseph Khouri
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M2203/655
摘要： In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.
摘要翻译：在一个实施例中，一种方法包括将呼叫连接到呼叫者并确定与呼叫者相关联的社交网络信息是否可用。如果确定与呼叫者相关联的社交网络信息可用，则获得社交网络信息并利用其来识别适合于与呼叫者参与呼叫的至少第一代理。第一个代理与呼叫中心相关联。该方法还包括向呼叫者提供将第一代理识别为适合于与呼叫者一起参与呼叫的信息。

4. 发明授权

US08218753B2 Processing multi-party calls in a contact center 有权
标题翻译：在联络中心处理多方通话
公开(公告)号：US08218753B2
公开(公告)日：2012-07-10
申请号：US12107525
申请日：2008-04-22
申请人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
发明人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
IPC分类号： H04M3/00 , H04M5/00 , H04M3/42 , H04M1/56 , H04M15/06
CPC分类号： H04M3/42 , H04M3/42068 , H04M2203/2044
摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.
摘要翻译：一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化服务，而不仅仅考虑关于单个呼叫方的信息。可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。

5. 发明申请

US20090262914A1 PROCESSING MULTI-PARTY CALLS IN A CONTACT CENTER 有权
标题翻译：在联络中心处理多方通话
公开(公告)号：US20090262914A1
公开(公告)日：2009-10-22
申请号：US12107525
申请日：2008-04-22
申请人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
发明人： Joseph Khouri , Mukul Jain , Laurent Philonenko , Sanjeev Kumar
IPC分类号： H04M3/42
CPC分类号： H04M3/42 , H04M3/42068 , H04M2203/2044
摘要： A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers.
摘要翻译：一种数据处理装置被配置为用于接收包括多个呼叫者的呼叫，所述多个呼叫者被以所述呼叫接收的多方呼叫者识别值中识别; 从数据库检索基于多方呼叫者识别值，关于每个多个呼叫者的信息; 基于所检索的信息和集体重要性算法，确定或选择所述呼叫的一个或多个呼叫处理属性; 以及使用所确定或选择的一个或多个呼叫处理属性来处理呼叫。例如，联络中心或呼叫中心可以基于共同呼叫的多个人的集体属性或简档或加权平均优先级提供差异化服务，而不仅仅考虑关于单个呼叫方的信息。可以基于关于多个呼叫者的集体数据来选择诸如优先级，排队，路由和屏幕弹出内容的呼叫处理属性。

6. 发明授权

US09680996B2 Method and apparatus for scheduling callbacks via offline offer tasks to knowledge workers 有权
公开(公告)号：US09680996B2
公开(公告)日：2017-06-13
申请号：US12174073
申请日：2008-07-16
申请人： Sanjeev Kumar , Mukul Jain , Shmuel Shaffer , Joseph Khouri
发明人： Sanjeev Kumar , Mukul Jain , Shmuel Shaffer , Joseph Khouri
IPC分类号： H04M3/51 , H04M3/42
CPC分类号： H04M3/5191 , H04M3/42195
摘要： In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request.

7. 发明授权

US08442206B2 Method of responding to an incoming voice call 有权
标题翻译：响应来电语音呼叫的方法
公开(公告)号：US08442206B2
公开(公告)日：2013-05-14
申请号：US11466380
申请日：2006-08-22
申请人： Joseph Khouri , Labhesh Patel , Mukul Jain , Sanjeev Kumar
发明人： Joseph Khouri , Labhesh Patel , Mukul Jain , Sanjeev Kumar
IPC分类号： H04M3/00
CPC分类号： H04M3/42 , H04M1/6505 , H04M1/654 , H04M1/663 , H04M3/53 , H04M2203/25 , H04M2203/654
摘要： A system and method of responding to an incoming voice call are described. The method may comprise receiving the incoming call at a voice communication device, monitoring a user input via the voice communication device and generating a user control signal in response to the user input. The user control signal may identify that termination of ring functionality associated with the incoming call is at least to be delayed. Further, a system and method are described of processing a voice call to a voice communication device. The method may comprise communicating the voice call to a voice communication device and receiving from the voice communication device a user control signal in response to a user input. Termination of ring functionality may be at least delayed in response to the user control signal. The invention extends to a device to process a voice call to a voice communication device.
摘要翻译：描述响应传入语音呼叫的系统和方法。该方法可以包括在语音通信设备处接收来话呼叫，经由语音通信设备监视用户输入并响应于用户输入生成用户控制信号。用户控制信号可以标识出与来电相关联的铃声功能的终止至少被延迟。此外，描述了处理对语音通信设备的语音呼叫的系统和方法。该方法可以包括将语音呼叫传送到语音通信设备，并且响应于用户输入从语音通信设备接收用户控制信号。响应于用户控制信号，振铃功能的终止可能至少被延迟。本发明扩展到处理对语音通信设备的语音呼叫的设备。

8. 发明授权

US07764951B2 Techniques for tracking communication frequency across communication modalities 有权
标题翻译：跟踪通信模式通信频率的技术
公开(公告)号：US07764951B2
公开(公告)日：2010-07-27
申请号：US11409328
申请日：2006-04-20
申请人： Labhesh Patel , Sanjeev Kumar , Joseph Khouri , Mukul Jain
发明人： Labhesh Patel , Sanjeev Kumar , Joseph Khouri , Mukul Jain
IPC分类号： H04M3/42
CPC分类号： H04M3/487 , G06Q10/109 , H04M3/4211 , H04M3/53391 , H04M2201/12 , H04M2201/14 , H04M2201/18 , H04M2201/36 , H04M2201/52 , H04M2203/2044 , H04M2203/2072 , H04M2203/353 , H04M2203/4509
摘要： In on embodiment, techniques for providing alerts to a user when a communication frequency pattern between a user and a contact has not occurred during a pre-determined amount of time are provided. Communication records between the contact and the user can be analyzed to determine if the communication frequency pattern with the contact during the pre-determined amount of time does not meet pre-determined criteria. For example, the criteria may be generate an alert if communications do not occur in the last month, generate an alert if less than five communications occur in the last six months, or any other communication pattern. Also, the content of a communication may be analyzed to determine if a certain topic has been discussed. If a certain topic has not been discussed during the pre-determined amount of time, an alert may also be generated reminding the user that the topic has not been discussed.
摘要翻译：在实施例中，提供了在预定时间量内没有发生用户和联系人之间的通信频率模式时向用户提供警报的技术。可以分析联系人和用户之间的通信记录，以确定在预定时间期间与联系人的通信频率模式是否不符合预定标准。例如，如果上个月没有发生通信，则标准可能会产生警报，如果在过去六个月内发生少于五次通信，或任何其他通信模式，则会生成警报。此外，可以分析通信的内容以确定是否已经讨论了某个主题。如果在预定量的时间内没有讨论某个主题，则还可以产生提醒用户主题尚未被讨论的警报。

9. 发明授权

US08358756B2 Techniques for marking and manipulating voice message segments through a telephone user interface 有权
标题翻译：通过电话用户界面标记和操纵语音消息段的技术
公开(公告)号：US08358756B2
公开(公告)日：2013-01-22
申请号：US13206746
申请日：2011-08-10
申请人： Joseph Khouri , Labhesh Patel , Mukul Jain , Sanjeev Kumar , Shmuel Shaffer
发明人： Joseph Khouri , Labhesh Patel , Mukul Jain , Sanjeev Kumar , Shmuel Shaffer
IPC分类号： H04M1/64
CPC分类号： H04M3/53383 , H04M2203/303 , H04M2203/4554
摘要： 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.
摘要翻译：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。

10. 发明申请

US20070249410A1 Techniques for tracking communication frequency across communication modalities 有权
标题翻译：跟踪通信模式通信频率的技术
公开(公告)号：US20070249410A1
公开(公告)日：2007-10-25
申请号：US11409328
申请日：2006-04-20
申请人： Labhesh Patel , Sanjeev Kumar , Joseph Khouri , Mukul Jain
发明人： Labhesh Patel , Sanjeev Kumar , Joseph Khouri , Mukul Jain
IPC分类号： H04B1/38
CPC分类号： H04M3/487 , G06Q10/109 , H04M3/4211 , H04M3/53391 , H04M2201/12 , H04M2201/14 , H04M2201/18 , H04M2201/36 , H04M2201/52 , H04M2203/2044 , H04M2203/2072 , H04M2203/353 , H04M2203/4509
摘要： In on embodiment, techniques for providing alerts to a user when a communication frequency pattern between a user and a contact has not occurred during a pre-determined amount of time are provided. Communication records between the contact and the user can be analyzed to determine if the communication frequency pattern with the contact during the pre-determined amount of time does not meet pre-determined criteria. For example, the criteria may be generate an alert if communications do not occur in the last month, generate an alert if less than five communications occur in the last six months, or any other communication pattern. Also, the content of a communication may be analyzed to determine if a certain topic has been discussed. If a certain topic has not been discussed during the pre-determined amount of time, an alert may also be generated reminding the user that the topic has not been discussed.
摘要翻译：在实施例中，提供了在预定时间量内没有发生用户和联系人之间的通信频率模式时向用户提供警报的技术。可以分析联系人和用户之间的通信记录，以确定在预定时间期间与联系人的通信频率模式是否不符合预定标准。例如，如果上个月没有发生通信，则标准可能会产生警报，如果在过去六个月内发生少于五次通信，或任何其他通信模式，则会生成警报。此外，可以分析通信的内容以确定是否已经讨论了某个主题。如果在预定量的时间内没有讨论某个主题，则还可以产生提醒用户主题尚未被讨论的警报。

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