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1. 发明公开

US20240267460A1 TRANSMISSION AND VISUALIZATION OF INTERACTIVE VOICE RESPONSE MENUS 审中-公开
公开(公告)号：US20240267460A1
公开(公告)日：2024-08-08
申请号：US18165357
申请日：2023-02-07
申请人： International Business Machines Corporation
发明人： Mauro Marzorati , Carolina Garcia Delgado , Jeremy R. Fox , Sarbajit K. Rakshit
IPC分类号： H04M3/493 , H04M3/42
CPC分类号： H04M3/493 , H04M3/42382 , H04M2203/254
摘要： Computer-implemented methods, systems and program products leveraging DTMF, SMS, and other transmission protocols to provide visualization of IVR menus, improving user-accessibility. Phones or other devices with DTMF decoding functions, internet connectivity and/or visualization capabilities place calls to an IVR system. DTMF codes are transmitted to IVR systems indicating compliance and request to receive IVR menus. IVR systems transmit DTMF codes encoding ASCII character sets for URLs whereupon devices can decode ASCII characters and fetch files visualizing IVR menus from the URL. Alternatively, IVR system may provide URLs using SMS text messages whereby devices provide a telephone number to the IVR system via DTMF. IVR system decodes the telephone number and transmits a representation of the URL using SMS protocol. The receiving device receiving the SMS message fetches the visualization of the IVR menu from the URL provided within the SMS message and use the menu to navigate the IVR system.

2. 发明授权

US09794406B2 Method for visualizing an IVR system 有权
公开(公告)号：US09794406B2
公开(公告)日：2017-10-17
申请号：US15012759
申请日：2016-02-01
申请人： Zhuangzi Li
发明人： Zhuangzi Li
IPC分类号： H04M1/27 , H04M3/44 , H04W4/20 , H04M3/493 , H04W4/16 , H04M1/725
CPC分类号： H04M3/4938 , H04M1/72583 , H04M3/493 , H04M3/4931 , H04M2203/253 , H04M2203/254 , H04W4/16 , H04W4/20
摘要： The invention is a method of creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app designed to implement the method recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses a stored representation of the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the phone tree on the display of the telephone. The user can then respond to the graphical representation by providing selective inputs that cause the app to synthesize all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized to the user's satisfaction, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

3. 发明授权

US09560199B2 Voice response processing 有权
标题翻译：语音响应处理
公开(公告)号：US09560199B2
公开(公告)日：2017-01-31
申请号：US14341572
申请日：2014-07-25
申请人： Alcatel Lucent , Genesys Telecommunications Laboratories, Inc.
发明人： Vladimir Mezhibovsky , Jerome Saint-Marc
IPC分类号： H04M1/64 , H04M3/493 , H04M3/42 , H04W4/12 , H04M3/51
CPC分类号： H04M3/4936 , H04M3/42382 , H04M3/493 , H04M3/51 , H04M3/5183 , H04M2201/38 , H04M2203/254 , H04M2203/651 , H04W4/12
摘要： A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.
摘要翻译：用于向呼叫者发送选择的方法具有以下步骤：（a）使用通信设备与呼叫者通过语音进行交互; （b）在交互中遇到一个点，以便向呼叫者提供两个或多个选项之间的选择; （c）确定呼叫者的通信设备是否能够接收文本消息; （d）选择包含选项的兼容文本消息; （e）将文本消息的文本消息目的地地址与呼叫者的设备相关联; 和（f）将文本消息发送到呼叫者的设备。互动可能是通过IVR或活的代理。

4. 发明申请

US20160286017A1 Interactive Response Telephony 审中-公开
标题翻译：互动响应电话
公开(公告)号：US20160286017A1
公开(公告)日：2016-09-29
申请号：US14670835
申请日：2015-03-27
申请人： Microsoft Technology Licensing, LLC
发明人： Mark Rubinstein
IPC分类号： H04M1/247 , H04M3/51
CPC分类号： H04M1/2477 , H04M1/505 , H04M1/72522 , H04M3/5166 , H04M2203/254
摘要： Example telephones and methods decouple acquiring and presenting visual representations of menu systems associated with interactive voice response (IVR) systems from a user experience interaction with the IVR system. IVRs with which a user is likely to interact are identified and data about those IVRs is acquired at a time other than a user experience telephone call. The time when data is acquired may depend on a state of the telephone, user, or environment. When a call to the IVR is made, data about the IVR is already on the telephone, therefore communication with an omnibus database that stores information about many IVR systems is not required, which improves the efficiency of telephone calls made to IVRs. Menus can be displayed on and user inputs received from the telephone while or even before the outgoing call to the IVR is established, reducing the time required to interact with IVRs.
摘要翻译：示例电话和方法从用户体验与IVR系统的交互解耦获取和呈现与交互式语音响应（IVR）系统相关联的菜单系统的视觉表示。识别用户可能进行交互的IVR，并且在用户体验电话呼叫以外的时间获取关于这些IVR的数据。获取数据的时间可能取决于电话，用户或环境的状态。当对IVR进行呼叫时，有关IVR的数据已经在电话上，因此不需要与存储有关许多IVR系统的信息的综合数据库进行通信，这提高了对IVR的电话呼叫的效率。菜单可以在电话上显示，也可以在呼叫IVR之前或之后从电话接收到的用户输入，减少与IVR交互所需的时间。

5. 发明授权

US09307089B2 Conference call systems and methods 有权
标题翻译：电话会议系统和方法
公开(公告)号：US09307089B2
公开(公告)日：2016-04-05
申请号：US14470739
申请日：2014-08-27
申请人： Verizon Patent and Licensing Inc.
发明人： Azim Nasir , Andre R. Turner , Dongchen Wang , Hong Xiao
IPC分类号： H04M3/56
CPC分类号： H04M3/56 , H04M2201/42 , H04M2203/254
摘要： A conference call may be implemented between multiple user devices via a conference call server. A user may use a graphical interface of the user device to communicate with the conference call server and control the conference call in various ways. For instance, the user may add a user device to the conference call, drop a user device from the conference call, organize the user devices into conference call groups, record one or more user devices within the conference call, prevent a user device from hearing the audio input of another user device, filter out background noise from the conference call, and receive a call from outside the conference call without having to leave the conference call.
摘要翻译：可以经由电话会议服务器在多个用户设备之间实现电话会议。用户可以使用用户设备的图形界面与会议呼叫服务器进行通信，并以各种方式控制会议呼叫。例如，用户可以将用户设备添加到电话会议中，从会议呼叫中删除用户设备，将用户设备组织成电话会议组，在电话会议中记录一个或多个用户设备，防止用户设备听到另一个用户设备的音频输入，滤除会议呼叫中的背景噪声，并且从电话会议外部接收呼叫而不必离开电话会议。

6. 发明授权

US08995646B2 System and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller 有权
标题翻译：用于通过呼叫连接识别呼叫者的系统和方法，以及将呼叫者与涉及呼叫者的用户会话相匹配
公开(公告)号：US08995646B2
公开(公告)日：2015-03-31
申请号：US13916751
申请日：2013-06-13
申请人： Jacada Inc.
发明人： Gideon Hollander , Christian George du Toit , Steven James Herlocher
IPC分类号： H04M3/51 , H04M3/42
CPC分类号： H04M3/42008 , H04M3/5166 , H04M3/5191 , H04M2203/254
摘要： A method includes: determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session; communicating a selected one or more of the temporary agent access numbers to the user in response to the determination that an agent-assisted service session should be initiated; establishing a communication channel for the agent-assisted session between the user and the human agent via a particular agent access number among the selected one or more temporary agent access numbers; associating the user session data with the agent-assisted session; and communicating the user session data to the human agent in conjunction with the agent-assisted session.
摘要翻译：一种方法包括：确定在用户已经发起用户会话之后的某个时间点应该在用户和人类代理之间发起代理协助服务会话，其中用户会话产生用户会话数据; 生成一个或多个临时代理访问号码，通过该临时代理访问号码可以在用户和人代理之间为代理发起的会话建立通信信道; 响应于应该启动代理协助服务会话的确定，将所选择的一个或多个临时代理访问号码传送给用户; 通过所选择的一个或多个临时代理接入号码中的特定代理接入号码建立用户和人机代理之间的代理协助会话的通信信道; 将用户会话数据与代理协助的会话相关联; 以及与代理协助的会话一起将用户会话数据传送给人类代理。

7. 发明授权

US08976945B2 Visual IVR directory system 有权
标题翻译： Visual IVR目录系统
公开(公告)号：US08976945B2
公开(公告)日：2015-03-10
申请号：US13671557
申请日：2012-11-08
申请人： Rupesh Jayesh Patel
发明人： Rupesh Jayesh Patel
IPC分类号： H04M11/00 , H04M3/493
CPC分类号： H04M3/4931 , H04M3/493 , H04M3/5238 , H04M2203/2072 , H04M2203/252 , H04M2203/254
摘要： Disclosed is a visual IVR directory system for enabling a user to telephonically interact with organizations, the IVR system comprising a database comprising a plurality of organization entries wherein, each organization entry represents a organization registered therewith, each organization entry associated with at least one phone number and an visual IVR menu file, the execution of which leads to the display of a visual IVR menu comprising a plurality of graphical menu icons, the selection of each displays either a graphical submenu, organization information, or establishes an telephonic connection between the user and the organization, the IVR system configured such that, upon determining that a phone number dialed from a telephonic device of the user is listed within the database, the corresponding visual menu file is retrieved from the database and executed on the telephonic device, the telephonic device equipped with a display means.
摘要翻译：公开了一种视觉IVR目录系统，用于使用户能够与组织进行电话交互，该IVR系统包括包括多个组织条目的数据库，其中每个组织条目代表登记在其中的组织，每个组织条目与至少一个电话号码相关联以及视觉IVR菜单文件，其执行导致显示包括多个图形菜单图标的视觉IVR菜单，每个的选择显示图形子菜单，组织信息，或建立用户与用户的电话连接所述组织，所述IVR系统被配置为使得在确定从所述用户的电话设备拨打的电话号码被列在所述数据库内时，从所述数据库中检索相应的可视菜单文件，并且在所述电话设备上执行，所述电话设备配有显示装置。

8. 发明授权

US08903073B2 Systems and methods for visual presentation and selection of IVR menu 有权
标题翻译：用于视觉呈现和选择IVR菜单的系统和方法
公开(公告)号：US08903073B2
公开(公告)日：2014-12-02
申请号：US13186984
申请日：2011-07-20
申请人： Zvi Or-Bach , Tal Lavian
发明人： Zvi Or-Bach , Tal Lavian
IPC分类号： H04M3/493 , H04M1/725 , G06Q30/02 , H04M1/253 , H04M1/2745
CPC分类号： G06Q30/0269 , H04M1/2535 , H04M1/274575 , H04M1/7253 , H04M1/72583 , H04M3/493 , H04M2203/254 , H04M2250/22
摘要： Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database, the system comprising a processor and a memory coupled to the processor. The memory comprising a list of telephone numbers associated with one or more destinations implementing IVR menus, wherein the one or more destinations are grouped based on a plurality of categories of the IVR menus. Further the memory includes instructions executable by said processor for automatically communicating with the one of more destinations, and receiving at least one customization record from said at least one destination to store in the IVR database.
摘要翻译：本发明的实施例提供了一种用于生成交互式语音响应（IVR）数据库的系统，该系统包括处理器和耦合到处理器的存储器。所述存储器包括与实现IVR菜单的一个或多个目的地相关联的电话号码的列表，其中所述一个或多个目的地基于所述IVR菜单的多个类别进行分组。此外，存储器包括可由所述处理器执行的用于自动与多个目的地通信的指令，以及从所述至少一个目的地接收至少一个定制记录以存储在IVR数据库中。

9. 发明申请

US20140334614A1 Voice Response Processing 有权
标题翻译：语音响应处理
公开(公告)号：US20140334614A1
公开(公告)日：2014-11-13
申请号：US14341572
申请日：2014-07-25
申请人： Alcatel Lucent , Genesys Telecommunications Laboratories, Inc.
发明人： Vladimir Mezhibovsky , Jerome Saint-Marc
IPC分类号： H04M3/493 , H04M3/51 , H04W4/12
CPC分类号： H04M3/4936 , H04M3/42382 , H04M3/493 , H04M3/51 , H04M3/5183 , H04M2201/38 , H04M2203/254 , H04M2203/651 , H04W4/12
摘要： A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.
摘要翻译：用于向呼叫者发送选择的方法具有以下步骤：（a）使用通信设备与呼叫者通过语音进行交互; （b）在交互中遇到一个点，以便向呼叫者提供两个或多个选项之间的选择; （c）确定呼叫者的通信设备是否能够接收文本消息; （d）选择包含选项的兼容文本消息; （e）将文本消息的文本消息目的地地址与呼叫者的设备相关联; 和（f）将文本消息发送到呼叫者的设备。互动可能是通过IVR或活的代理。

10. 发明申请

US20140064463A1 VISUAL SELECTION OF CALL PATH THROUGH AN INTERACTIVE VOICE RESPONSE MAP 审中-公开
标题翻译：通过交互式语音响应映射可视化选择呼叫路径
公开(公告)号：US20140064463A1
公开(公告)日：2014-03-06
申请号：US13597635
申请日：2012-08-29
申请人： Nagendra Devalla Reddy
发明人： Nagendra Devalla Reddy
IPC分类号： H04M1/64
CPC分类号： H04M3/493 , H04M2201/42 , H04M2203/254
摘要： In an example embodiment, a visual map of an Interactive voice response (IVR) system is provided to a client device such as a smartphone. The IVR map includes destinations and/or paths. When a user selects a destination and/or path, a client running on the client device generates the appropriate dual-tone multi-frequency (DTMF) tones for the selected destination and/or path, and sends the DTMF tones to the IVR system.
摘要翻译：在示例实施例中，将交互式语音响应（IVR）系统的视觉地图提供给诸如智能电话的客户端设备。 IVR地图包括目的地和/或路径。当用户选择目的地和/或路径时，在客户端设备上运行的客户端为所选择的目的地和/或路径生成适当的双音多频（DTMF）音，并将DTMF音发送到IVR系统。

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