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1. 发明申请

US20180115651A1 SYSTEM AND METHOD FOR TRACKING CALL BILLING 有权
公开(公告)号：US20180115651A1
公开(公告)日：2018-04-26
申请号：US15299831
申请日：2016-10-21
申请人： Avaya Inc.
发明人： Dara Geary , Shane Kelly , Eoghan O'Hare
IPC分类号： H04M15/00 , H04M3/51 , H04L29/06
CPC分类号： H04M15/39 , H04L65/1006 , H04L65/104 , H04L65/1083 , H04M3/5166 , H04M3/5175 , H04M2207/08
摘要： Tracking a status of an ongoing call includes monitoring, by a computer of a contact center, the ongoing call that is connected with a human agent and that originated from a provider network and determining when an automated agent instead of the human agent is connected with the ongoing call. The computer of the contact center can then send a first message to the provider network, wherein the first message comprises first data indicative that the automated agent instead of the human agent is connected with the ongoing call.

2. 发明授权

US09456076B1 Handling audio path failure and poor quality of service for voice calls in a contact center 有权
标题翻译：在联络中心处理语音通话的音频路径故障和服务质量差
公开(公告)号：US09456076B1
公开(公告)日：2016-09-27
申请号：US15086245
申请日：2016-03-31
申请人： Noble Systems Corporation
发明人： James K. Noble, Jr. , Christopher S. Haggerty , Marcin Pycko , Chad Hitchcock , Jason P. Ouimette
IPC分类号： H04M1/24 , H04M3/08 , H04M3/22 , H04L29/06 , H04M3/56 , H04M3/51 , H04M3/42 , H04M3/58 , H04M1/65
CPC分类号： H04L65/1086 , H04L43/087 , H04L45/28 , H04L65/1006 , H04L65/1069 , H04L65/608 , H04L65/80 , H04M1/6505 , H04M3/2227 , H04M3/245 , H04M3/42195 , H04M3/5166 , H04M3/58 , H04M2207/08
摘要： Various embodiments of the invention provide methods, systems, and computer program products for handling an audio path failure and/or non-conformant QoS for a call between a contact center agent and remote party. Specifically, an audio path is established to a first telephony device being used by the agent and a call is bridged onto the audio path so that audio can be streamed back-and-forth between the first telephony device and a second telephony device being used by the party. Accordingly, various embodiments of the invention involve monitoring the audio path to detect an audio path failure and/or non-conformant QoS for the audio and bridging the call onto a second audio path when a failure or non-conformant QoS is detected so that the call is not disconnected from the second telephony device and a third device (e.g., IVR) can stream audio over the second audio path to the second telephony device.
摘要翻译：本发明的各种实施例提供了用于处理音频路径故障和/或联系中心代理和远程方之间的呼叫的不一致的QoS的方法，系统和计算机程序产品。具体地说，音频路径被建立到由代理使用的第一电话设备，并且呼叫被桥接到音频路径上，使得可以在第一电话设备和第二电话设备之间来回传输音频，该第二电话设备正被派对。因此，本发明的各种实施例涉及监视音频路径以检测音频路径故障和/或用于音频的不一致的QoS，并且当检测到故障或不一致的QoS时将呼叫桥接到第二音频路径上，呼叫没有与第二电话设备断开连接，并且第三设备（例如，IVR）可以通过第二音频路径将音频流传送到第二电话设备。

3. 发明授权

US08204199B2 Method and apparatus for monitoring device status 有权
标题翻译：监控设备状态的方法和设备
公开(公告)号：US08204199B2
公开(公告)日：2012-06-19
申请号：US11421524
申请日：2006-06-01
申请人： James A. Jorasch , Jay S. Walker , Magdalena M. Fincham , John B. Dickerson , Marc D. Kessman , Geoffrey M. Gelman , Stephen C. Tulley , Dean P. Alderucci
发明人： James A. Jorasch , Jay S. Walker , Magdalena M. Fincham , John B. Dickerson , Marc D. Kessman , Geoffrey M. Gelman , Stephen C. Tulley , Dean P. Alderucci
IPC分类号： H04M3/42
CPC分类号： H04M3/42374 , H04M1/2535 , H04M1/274516 , H04M3/2272 , H04M3/38 , H04M3/42093 , H04M3/4228 , H04M3/42314 , H04M3/42323 , H04M3/42365 , H04M3/4931 , H04M7/0009 , H04M7/006 , H04M7/128 , H04M7/1295 , H04M2203/6009 , H04M2203/609 , H04M2207/08
摘要： The monitor is for monitoring the status of a first client telephone, and for sending this status information via a central server to an authorized second client telephone. The central server stores a database of registered client telephones and corresponding client telephones that the client may monitor. A user of a registered client telephone monitors in real time the telephone status of registered friends, family, or co-workers that have agreed to be monitored by the user.
摘要翻译：监视器用于监视第一客户端电话的状态，并且用于经由中央服务器将该状态信息发送到授权的第二客户端电话。中央服务器存储客户端可以监视的注册的客户端电话和相应的客户端电话的数据库。注册客户端电话的用户实时监控已经同意由用户监控的注册的朋友，家人或同事的电话状态。

4. 发明申请

US20060159247A1 Method for signaling a connection set-up emanating from a calling terminal via a communications network to a called terminal 审中-公开
标题翻译：用于将通过通信网络从主叫终端发送到被叫终端的连接建立信令的方法
公开(公告)号：US20060159247A1
公开(公告)日：2006-07-20
申请号：US11322593
申请日：2006-01-03
申请人： Bernhard Krembs
发明人： Bernhard Krembs
IPC分类号： H04M3/42
CPC分类号： H04M3/428 , H04M3/38 , H04M2207/08 , H04Q3/0025 , H04Q2213/1315 , H04Q2213/13173 , H04Q2213/13176 , H04Q2213/13342
摘要： A method for signaling connection setup emanating from a calling terminal (TLNA) via a communications network to a called terminal (TLNB), where at least one access connection routed to the called terminal is busy, characterized in that, if there is no authorization for such singaling for the relevant called terminal (TLNB), signaling which indicates said connection setup is prompted for the called terminal (TLNB) in the case of the calling terminal (TLNA) or is initiated by the originating exchange (VSTA) in the communications network, in that this originating exchange (VSTA) stores appropriate signaling authorization for the relevant calling terminal (TLNA), and in that the calling terminal (TLNA) or the originating exchange (VSTA) has received a message indicating the busy condition of the at least one access connection routed to the called terminal (TLNB).
摘要翻译：一种用于将通过通信网络从呼叫终端（TLNA）发送到被叫终端（TLNB）的信令连接建立的方法，其中路由到被叫终端的至少一个接入连接繁忙，其特征在于，如果没有授权在主叫终端（TLNA）的情况下，由相关的被叫终端（TLNB）进行这样的发声，指示所述连接建立的信令被提示给被叫终端（TLNB），或由通信网络中的始发交换机（VSTA）发起因为这个始发交换机（VSTA）存储适用于相关主叫终端（TLNA）的信令授权，并且主叫终端（TLNA）或始发交换机（VSTA）已经接收到指示至少一个接入连接路由到被叫终端（TLNB）。

5. 再颁专利

USRE38596E1 Methods for performing intelligent network services with an ISDN network terminator located at a subscriber's premise 有权
标题翻译：使用位于用户前提下的ISDN网络终端器执行智能网络服务的方法
公开(公告)号：USRE38596E1
公开(公告)日：2004-09-21
申请号：US09662483
申请日：2000-09-13
申请人： Charles Clifford Hallock , Baiju Dhirajlal Mandalia , Himanshu Chandrakant Parikh , Gaby J. Salem , Charles Henry Sederholm , Wasim Joseph Shomar , Carl Louis Thomson, Jr.
发明人： Charles Clifford Hallock , Baiju Dhirajlal Mandalia , Himanshu Chandrakant Parikh , Gaby J. Salem , Charles Henry Sederholm , Wasim Joseph Shomar , Carl Louis Thomson, Jr.
IPC分类号： H04M356
CPC分类号： H04Q11/0471 , H04M1/253 , H04M1/57 , H04M1/723 , H04M3/42042 , H04M3/42314 , H04M3/428 , H04M3/54 , H04M3/546 , H04M3/56 , H04M9/02 , H04M2207/08 , H04M2242/22 , H04Q3/0029 , H04Q3/72 , H04Q2213/1309 , H04Q2213/13091 , H04Q2213/13095 , H04Q2213/13096 , H04Q2213/13103 , H04Q2213/13173 , H04Q2213/13202 , H04Q2213/13204 , H04Q2213/13209 , H04Q2213/1324 , H04Q2213/13282 , H04Q2213/13299 , H04Q2213/1332 , H04Q2213/13334 , H04Q2213/13345 , H04Q2213/13405 , H04Q2213/201 , H04Q2213/282 , H04Q2213/392
摘要： Disclosed are call processing methods which are performed by a network terminator located at a subscriber's premise. The network terminator is coupled to a digital network and a communication device at the subscriber's premise and can perform call waiting, caller identification, call conferencing without intervention from a telco's switching system that requires an additional charge to the subscriber for these services. In addition, the network terminator can perform a method which allows two digital communication devices coupled to one S-bus to share a communication session. In another embodiment, up to a six way conference call can be established with an analog telephone coupled to an ISDN network via the network terminator of the present invention.

6. 发明授权

US06633631B2 Digital key telephone system and extension terminal device thereof 有权
标题翻译：数字电话系统及其分机终端装置
公开(公告)号：US06633631B2
公开(公告)日：2003-10-14
申请号：US09870452
申请日：2001-06-01
申请人： Toshiaki Tanaka , Hiroshi Mano , Setsuo Kimura , Yoshihito Nagano , Masayuki Tsurusaki , Takashi Watanabe , Terunori Suwa , Isaku Komuro , Yoshihiro Kawauchi , Nobuhiro Masaki
发明人： Toshiaki Tanaka , Hiroshi Mano , Setsuo Kimura , Yoshihito Nagano , Masayuki Tsurusaki , Takashi Watanabe , Terunori Suwa , Isaku Komuro , Yoshihiro Kawauchi , Nobuhiro Masaki
IPC分类号： H04M124
CPC分类号： H04Q3/625 , H04M1/57 , H04M3/22 , H04M3/26 , H04M3/42 , H04M3/42059 , H04M3/42127 , H04M3/42195 , H04M3/42314 , H04M3/42323 , H04M3/428 , H04M3/4283 , H04M3/533 , H04M3/58 , H04M9/00 , H04M9/002 , H04M2201/38 , H04M2207/08 , H04M2242/22 , H04Q1/028 , H04Q1/10 , H04Q3/545 , H04Q3/58 , H04Q11/0407 , H04Q2201/10 , H04Q2201/806 , H04Q2213/13003 , H04Q2213/13034 , H04Q2213/13036 , H04Q2213/13076 , H04Q2213/1308 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13096 , H04Q2213/13097 , H04Q2213/13102 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/1315 , H04Q2213/13152 , H04Q2213/1316 , H04Q2213/13162 , H04Q2213/13173 , H04Q2213/13174 , H04Q2213/13175 , H04Q2213/1318 , H04Q2213/13196 , H04Q2213/13199 , H04Q2213/13201 , H04Q2213/13203 , H04Q2213/13204 , H04Q2213/13209 , H04Q2213/13213 , H04Q2213/13216 , H04Q2213/1322 , H04Q2213/13242 , H04Q2213/13251 , H04Q2213/1326 , H04Q2213/13282 , H04Q2213/13292 , H04Q2213/13299 , H04Q2213/13302 , H04Q2213/13305 , H04Q2213/1332 , H04Q2213/13322 , H04Q2213/13334 , H04Q2213/1334 , H04Q2213/13362 , H04Q2213/13377 , H04Q2213/13392 , H04Q2213/13405
摘要： According to this invention, a digital key telephone system connected to an analog public network NW having a function of transmitting a ringing signal including identification information of a calling line through a subscriber line (CO line), accommodating a plurality of extension lines each connected to a digital key telephone (DKT) 2 or a standard telephone (STT) 4 as an extension terminal, and having a function of switching and connecting the subscriber line to the plurality of extension lines or the extension lines to each other includes a called party storage means storing, in advance, information representing the correlation between the calling line and the extension terminals 2 and 4 as a called terminal. When a ringing signal arrives from the analog communication network NW, calling line identification information (caller ID) contained in the ringing signal is detected by a calling line identification information interface unit (RCIU) 12. A control unit (RCTU) 16 determines the called extension terminal on the basis of the detected caller ID and the information stored in the storage means, so the extension terminal receives the call from the digital key telephone interface unit (RDKU) 13 or a standard telephone interface unit (RSTU) 15.
摘要翻译：根据本发明，一种连接到具有通过用户线（CO线）发送包括呼叫线路的识别信息的振铃信号的功能的模拟公网NW的数字电话系统，其容纳多条延长线，每条延长线连接到作为分机终端的数字电话（DKT） 2 或标准电话（STT） 4 将用户线路与多个分机线路或分机线路交换和连接的功能彼此包括：被叫方存储装置预先存储表示主叫线路与分机终端之间的相关性的信息， 2 和 4 作为被叫终端。当振铃信号从模拟通信网络NW到达时，由呼叫线路识别信息接口单元（RCIU） 12检测振铃信号中包含的呼叫线路识别信息（呼叫者ID）。根据检测到的呼叫者ID和存储在存储装置中的信息，控制单元（RCTU） 16 确定被叫分机终端，因此分机终端从数字电话接口单元（RDKU） 13 或标准电话接口单元（RSTU） 15接收呼叫。

7. 发明申请

US20030002642A1 Method and apparatus for monitoring telephone status 有权
标题翻译：监控电话状态的方法和装置
公开(公告)号：US20030002642A1
公开(公告)日：2003-01-02
申请号：US10090795
申请日：2002-03-05
发明人： James A. Jorasch , Jay S. Walker , Magdalena M. Fincham , John B. Dickerson , Marc D. Kessman , Geoffrey M. Gelman , Stephen C. Tulley , Dean P. Alderucci
IPC分类号： H04M003/42 , H04M001/24
CPC分类号： H04M3/42374 , H04M1/2535 , H04M1/274516 , H04M3/2272 , H04M3/38 , H04M3/42093 , H04M3/4228 , H04M3/42314 , H04M3/42323 , H04M3/42365 , H04M3/4931 , H04M7/0009 , H04M7/006 , H04M7/128 , H04M7/1295 , H04M2203/6009 , H04M2203/609 , H04M2207/08
摘要： The monitor is for monitoring the status of a first client telephone, and for sending this status information via a central server to an authorized second client telephone. The central server stores a database of registered client telephones and corresponding client telephones that the client may monitor. A user of a registered client telephone monitors in real time the telephone status of registered friends, family, or co-workers that have agreed to be monitored by the user.
摘要翻译：监视器用于监视第一客户端电话的状态，并且用于经由中央服务器将该状态信息发送到授权的第二客户端电话。中央服务器存储客户端可以监视的注册的客户端电话和相应的客户端电话的数据库。注册客户端电话的用户实时监控已经同意由用户监控的注册的朋友，家人或同事的电话状态。

8. 发明授权

US06373924B2 Digital key telephone system and extension terminal device thereof 有权
公开(公告)号：US06373924B2
公开(公告)日：2002-04-16
申请号：US09870682
申请日：2001-06-01
申请人： Toshiaki Tanaka , Hiroshi Mano , Setsuo Kimura , Yoshihito Nagano , Masayuki Tsurusaki , Takashi Watanabe , Terunori Suwa , Isaku Komuro , Yoshihiro Kawauchi , Nobuhiro Masaki
发明人： Toshiaki Tanaka , Hiroshi Mano , Setsuo Kimura , Yoshihito Nagano , Masayuki Tsurusaki , Takashi Watanabe , Terunori Suwa , Isaku Komuro , Yoshihiro Kawauchi , Nobuhiro Masaki
IPC分类号： H04M124
CPC分类号： H04Q3/625 , H04M1/57 , H04M3/22 , H04M3/26 , H04M3/42 , H04M3/42059 , H04M3/42127 , H04M3/42195 , H04M3/42314 , H04M3/42323 , H04M3/428 , H04M3/4283 , H04M3/533 , H04M3/58 , H04M9/00 , H04M9/002 , H04M2201/38 , H04M2207/08 , H04M2242/22 , H04Q1/028 , H04Q1/10 , H04Q3/545 , H04Q3/58 , H04Q11/0407 , H04Q2201/10 , H04Q2201/806 , H04Q2213/13003 , H04Q2213/13034 , H04Q2213/13036 , H04Q2213/13076 , H04Q2213/1308 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13096 , H04Q2213/13097 , H04Q2213/13102 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/1315 , H04Q2213/13152 , H04Q2213/1316 , H04Q2213/13162 , H04Q2213/13173 , H04Q2213/13174 , H04Q2213/13175 , H04Q2213/1318 , H04Q2213/13196 , H04Q2213/13199 , H04Q2213/13201 , H04Q2213/13203 , H04Q2213/13204 , H04Q2213/13209 , H04Q2213/13213 , H04Q2213/13216 , H04Q2213/1322 , H04Q2213/13242 , H04Q2213/13251 , H04Q2213/1326 , H04Q2213/13282 , H04Q2213/13292 , H04Q2213/13299 , H04Q2213/13302 , H04Q2213/13305 , H04Q2213/1332 , H04Q2213/13322 , H04Q2213/13334 , H04Q2213/1334 , H04Q2213/13362 , H04Q2213/13377 , H04Q2213/13392 , H04Q2213/13405
摘要： According to this invention, a digital key telephone system connected to an analog public network NW having a function of transmitting a ringing signal including identification information of a calling line through a subscriber line (CO line), accommodating a plurality of extension lines each connected to a digital key telephone (DKT) 2 or a standard telephone (STT) 4 as an extension terminal, and having a function of switching and connecting the subscriber line to the plurality of extension lines or the extension lines to each other includes a called party storage means storing, in advance, information representing the correlation between the calling line and the extension terminals 2 and 4 as a called terminal. When a ringing signal arrives from the analog communication network NW, calling line identification information (caller ID) contained in the ringing signal is detected by a calling line identification information interface unit (RCIU) 12. A control unit (RCTU) 16 determines the called extension terminal on the basis of the detected caller ID and the information stored in the storage means, so the extension terminal receives the call from the digital key telephone interface unit (RDKU) 13 or a standard telephone interface unit (RSTU) 15.

9. 发明申请

US20010024493A1 Digital key telephone system and extension terminal device thereof 有权
公开(公告)号：US20010024493A1
公开(公告)日：2001-09-27
申请号：US09870486
申请日：2001-06-01
申请人： Kabushiki Kaisha Toshiba
发明人： Toshiaki Tanaka , Hiroshi Mano , Setsuo Kimura , Yoshihito Nagano , Masayuki Tsurusaki , Takashi Watanabe , Terunori Suwa , Isaku Komuro , Yoshihiro Kawauchi , Nobuhiro Masaki
IPC分类号： H04M001/56 , H04M015/06 , H04M001/00
CPC分类号： H04Q3/625 , H04M1/57 , H04M3/22 , H04M3/26 , H04M3/42 , H04M3/42059 , H04M3/42127 , H04M3/42195 , H04M3/42314 , H04M3/42323 , H04M3/428 , H04M3/4283 , H04M3/533 , H04M3/58 , H04M9/00 , H04M9/002 , H04M2201/38 , H04M2207/08 , H04M2242/22 , H04Q1/028 , H04Q1/10 , H04Q3/545 , H04Q3/58 , H04Q11/0407 , H04Q2201/10 , H04Q2201/806 , H04Q2213/13003 , H04Q2213/13034 , H04Q2213/13036 , H04Q2213/13076 , H04Q2213/1308 , H04Q2213/13091 , H04Q2213/13093 , H04Q2213/13096 , H04Q2213/13097 , H04Q2213/13102 , H04Q2213/13103 , H04Q2213/13106 , H04Q2213/1315 , H04Q2213/13152 , H04Q2213/1316 , H04Q2213/13162 , H04Q2213/13173 , H04Q2213/13174 , H04Q2213/13175 , H04Q2213/1318 , H04Q2213/13196 , H04Q2213/13199 , H04Q2213/13201 , H04Q2213/13203 , H04Q2213/13204 , H04Q2213/13209 , H04Q2213/13213 , H04Q2213/13216 , H04Q2213/1322 , H04Q2213/13242 , H04Q2213/13251 , H04Q2213/1326 , H04Q2213/13282 , H04Q2213/13292 , H04Q2213/13299 , H04Q2213/13302 , H04Q2213/13305 , H04Q2213/1332 , H04Q2213/13322 , H04Q2213/13334 , H04Q2213/1334 , H04Q2213/13362 , H04Q2213/13377 , H04Q2213/13392 , H04Q2213/13405
摘要： According to this invention, a digital key telephone system connected to an analog public network NW having a function of transmitting a ringing signal including identification information of a calling line through a subscriber line (CO line), accommodating a plurality of extension lines each connected to a digital key telephone (DKT) 2 or a standard telephone (STT) 4 as an extension terminal, and having a function of switching and connecting the subscriber line to the plurality of extension lines or the extension lines to each other includes a called party storage means storing, in advance, information representing the correlation between the calling line and the extension terminals 2 and 4 as a called terminal. When a ringing signal arrives from the analog communication network NW, calling line identification information (caller ID) contained in the ringing signal is detected by a calling line identification information interface unit (RCIU) 12. A control unit (RCTU) 16 determines the called extension terminal on the basis of the detected caller ID and the information stored in the storage means, so the extension terminal receives the call from the digital key telephone interface unit (RDKU) 13 or a standard telephone interface unit (RSTU) 15.

10. 发明申请

US20010012352A1 CALL MANAGEMENT SYSTEM AND METHOD USING THE REDIRECTING NUMBER FROM AN ISDN SETUP MESSAGE 无效
标题翻译：使用ISDN设置消息中的重拨号码的呼叫管理系统和方法
公开(公告)号：US20010012352A1
公开(公告)日：2001-08-09
申请号：US09022734
申请日：1998-02-12
发明人： JOHN T. MORGAN
IPC分类号： H04M001/66 , H04M003/00
CPC分类号： H04M3/5183 , H04M3/42042 , H04M2207/08 , H04M2242/22
摘要： A method and system for managing incoming calls at a call center extracts the redirecting number from the incoming call's ISDN setup message and compares the redirecting number with a series of numbers within a stored database. Upon finding a match, the matched record is displayed on a display device and the call is handled by an operator in usual fashion with the operator having the displayed record available for personalized servicing of the incoming call.
摘要翻译：用于管理呼叫中心的呼入呼叫的方法和系统从呼入呼叫的ISDN建立消息中提取重定向号码，并将重定向号码与存储的数据库中的一系列号码进行比较。在找到匹配后，匹配的记录显示在显示设备上，并且呼叫由操作员以常规方式处理，操作者具有可用于来电呼叫的个性化服务的显示记录。

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