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1. 发明申请

WO2022125623A8 METHOD AND SYSTEM FOR ROBUST WAIT TIME ESTIMATION IN A MULTI-SKILLED CONTACT CENTER WITH ABANDONMENT 审中-公开
公开(公告)号：WO2022125623A8
公开(公告)日：2022-06-16
申请号：PCT/US2021/062346
申请日：2021-12-08
申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
发明人： TER, Wei, Xun , ROSOY, Geir , HAMEED, Mohamed, Shahul , WICAKSONO, Bayu , HUMPHREYS, Travis , ROBINSON, Brian
IPC分类号： H04M3/50 , H04M2203/551 , H04M3/5175 , H04M3/5238
摘要： A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.

2. 发明申请

WO2018150242A1 A REDIRECTION BRIDGE DEVICE AND SYSTEM, A COMMUNICATION SYSTEM COMPRISING A REDIRECTION BRIDGE DEVICE OR SYSTEM, A METHOD OF REDIRECTION BRIDGING, USE OF A USER INTERFACE AND A SOFTWARE PRODUCT 审中-公开
公开(公告)号：WO2018150242A1
公开(公告)日：2018-08-23
申请号：PCT/IB2017/057784
申请日：2017-12-11
申请人： WEBTEXT HOLDINGS LIMITED
发明人： KEATING, Colm , CAHILL, Aj , FLEMING, Carl , MOYLAN, Eoghan , JORDAN, Garrett
IPC分类号： H04L29/08 , H04L12/58 , H04M3/42 , H04M3/50 , H04M3/51
摘要： A redirection bridge device, RBD (10, 20), comprising :- an API interface (300) comprising an API input (301), arranged capable of receiving a request (300A) from an application (APP) (30), arranged located on a user device (1100) associated with a user (1000), for the purposes of requesting metadata, said metadata being specific to at least one contact option (2100) arranged in association with at least one Enterprise (2000), a metadata store (310), for storing metadata specific to the at least one Enterprise (2000), and arranged to provide metadata to the API interface (300) in response to the request (300A), and, a Communications Manager (320), arranged in co-operation with the API interface (300) and the at least one contact option (2100), for facilitating contact between the user device (1100) and the at least one contact option (2100). A redirection bridge system, a communication system, a method of redirection bridging and use of a user interface and software product for implementation of the redirection bridging method.

3. 发明申请

WO2018116310A1 METHOD AND SYSTEM TO SEND VOICE/VIDEO/TEXT MESSAGES DURING THE TIME INTERVAL BETWEEN CALL CONNECTION AND ESTABLISHMENT 审中-公开
公开(公告)号：WO2018116310A1
公开(公告)日：2018-06-28
申请号：PCT/IN2017/000034
申请日：2017-02-10
申请人： CHAVAN, Rajesh Kishanrao
发明人： CHAVAN, Rajesh Kishanrao
IPC分类号： H04M3/50 , H04M3/487
CPC分类号： H04M3/02 , H04L65/1069 , H04L65/80 , H04M3/487 , H04M7/0039
摘要： Embodiments of present information relate to a method for transmitting voice/video/text message during the time interval between call connection and establishment without the intervention of operator network. Messages can be transmitted in real time in a call placed on network platform the intended call was supposed to go through. The network platform may be a cellular (mobile cellular operator) or Land line telephone operator network or mobile internet (GPRS/4g or LTE data connection/VoIP) or Wi-Fi enabled network. The caller and/or caller party thus can indicate the purpose of the call. Messages or early media notification can be recorded, transmitted, played, streamed in real time or saved in receiver' s device memory.

4. 发明申请

WO2018092140A1 DISPLAYING INFORMATION FOR INCOMING CALLS 审中-公开
公开(公告)号：WO2018092140A1
公开(公告)日：2018-05-24
申请号：PCT/IL2017/051256
申请日：2017-11-17
申请人： CELL BUDDY NETWORK LTD.
发明人： PAZ, Ofir , DORON, Erez , ARBABOF, Eyal
IPC分类号： H04M3/436 , H04M3/50
CPC分类号： H04M3/436 , H04M3/42102 , H04M2201/38
摘要： A computer-based phone system comprising a computer device comprising: a computer readable memory comprising a set of computer-readable instructions; and a processor operable responsive to the set of computer-readable instructions to: register an identification of an intended recipient of a phone call, responsive to the phone system receiving an incoming phone call; and display a representation of the intended recipient on a display screen responsive to registering the identification. Optionally, the identification is a phone number. Optionally, the identification is a username of a user account associated with a phone application running on the phone system for receiving the phone call.

5. 发明申请

WO2017127605A1 SYSTEM AND METHOD FOR ADVANCED CAMPAIGN MANAGEMENT 审中-公开
标题翻译：用于高级活动管理的系统和方法
公开(公告)号：WO2017127605A1
公开(公告)日：2017-07-27
申请号：PCT/US2017/014225
申请日：2017-01-20
申请人： INTERACTIVE INTELLIGENCE GROUP, INC.
发明人： STUMPF, Mark R. , MCCORMICK, Chad , WOLFE, Brian
IPC分类号： H04M3/50 , H04M3/46 , H04M3/00
CPC分类号： H04M3/5158 , H04M2203/256 , H04M2203/401
摘要： A system and method are presented for advanced campaign management in outbound dialing platforms. In a contact center environment, a dialing campaign may be configured such that the outbound dialing platform modifies its behavior automatically throughout the dialing campaign as conditions change. Dialing campaigns may be constructed from groups, which are organized into a campaign sequence. As the campaign sequence flows between groups, details of the campaign may be monitored and evaluated by the platform. Group transitions may be initiated based on activation triggers. In an embodiment, campaign sequences may also be automatically transitioned to new campaign sequences, paused, or reset based on activation triggers. A transition may also be initiated by manual override of the platform.
摘要翻译：针对出站拨号平台中的高级活动管理提供了一种系统和方法。在联络中心环境中，可以配置拨号活动，以便出境拨号平台随着条件变化在整个拨号活动中自动修改其行为。拨号活动可以从组织中构建，组织为一个活动序列。由于活动序列在群组之间流动，所以活动的细节可以由平台监视和评估。组转换可能会基于激活触发器启动。在一个实施例中，活动序列还可以基于激活触发器自动转换到新的活动序列，暂停或重置。转换也可以通过手动覆盖平台来启动。

6. 发明申请

WO2016015542A1 联络中心质检方法及装置审中-公开
公开(公告)号：WO2016015542A1
公开(公告)日：2016-02-04
申请号：PCT/CN2015/083120
申请日：2015-07-01
申请人：华为技术有限公司
发明人：晏强
IPC分类号： H04M3/50
CPC分类号： H04M3/50
摘要：本发明实施例提供一种联络中心质检方法及装置。本发明联络中心质检方法，所述联络中心包括第一质检监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，所述联络中心质检方法，包括：所述第一质检监控端向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数；进一步地，接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话，从而实现了对对等联络中心进行质检管理，使对等联络中心的服务质量得到保障。

7. 发明申请

WO2015195665A1 COVERT ON DEVICE COMMUNICATIONS MONITORING 审中-公开
标题翻译：覆盖设备通信监控
公开(公告)号：WO2015195665A1
公开(公告)日：2015-12-23
申请号：PCT/US2015/036030
申请日：2015-06-16
申请人： WORLD EMERGENCY NETWORK - NEVADA, LTD.
发明人： BENNETT, Christopher, Ryan
IPC分类号： H04M1/64 , H04M3/22 , H04M3/50
CPC分类号： H04M3/2281 , H04M1/72597 , H04W4/16
摘要： Embodiments of the systems and methods described herein relate to covertly monitoring call audio and obtaining other communications of a source device with a target device. For example, a source, with a mobile phone configured as the source device, and working in cooperation with an agency agrees to the interception communications at the source device. A covert application provided to the source device manages configuration of the source device and covert interception of the communications. The intercepting of communications at the source device is performed covertly to protect the source in instances where the source is an undercover informant with the agency.
摘要翻译：本文描述的系统和方法的实施例涉及隐蔽地监视呼叫音频并且获得源设备与目标设备的其他通信。例如，具有配置为源设备的移动电话并且与代理机构合作的来源的来源同意源设备处的截取通信。提供给源设备的隐蔽应用管理源设备的配置和隐蔽通信的截取。在源设备的通信拦截被隐蔽地执行，以保护源在与该机构的秘密告密者的情况下。

8. 发明申请

WO2014197929A1 CALL HANDLING IN MOBILE TELEPHONES AND MOBILE TELEPHONE NETWORKS 审中-公开
标题翻译：移动电话和移动电话网络中的呼叫处理
公开(公告)号：WO2014197929A1
公开(公告)日：2014-12-18
申请号：PCT/AU2014/000603
申请日：2014-06-11
申请人： APPY SOFTWARE PTY LTD
发明人： ROBERTSEN, Joshua , MARTIN, Andrew
IPC分类号： H04M3/533 , H04M3/50 , H04W4/12 , H04M1/64
CPC分类号： H04M1/65 , H04M1/72583 , H04M3/533 , H04M2203/4563 , H04W4/12
摘要： A method of operating a mobile telephone including: indicating to a user of the mobile telephone that they have an incoming call from a calling party; allowing the user to either take the call, or to divert the call to a voicemail system; if the call is diverted to a voicemail system then allowing the user to listen to the phone call whilst the calling party is leaving a message; and allowing the user to take the phone call whilst the calling party is leaving the message.
摘要翻译：一种操作移动电话的方法，包括：向移动电话的用户指示他们有来自呼叫方的呼入; 允许用户接听电话或将呼叫转移到语音信箱系统; 如果呼叫转移到语音邮件系统，则允许用户在呼叫方离开消息时收听电话; 并允许用户在主叫方离开消息时接听电话。

9. 发明申请

WO2013174339A2 基于呼叫中心的智能家居系统及其实现方法审中-公开
公开(公告)号：WO2013174339A2
公开(公告)日：2013-11-28
申请号：PCT/CN2013/080046
申请日：2013-07-24
申请人：中兴通讯股份有限公司
发明人：赖永森 , 吴维薇
IPC分类号： H04M3/50 , H04L29/06
CPC分类号： H04L12/2816 , H04L12/2818 , H04L12/2836 , H04L67/125 , H04L67/28 , H04L67/2823 , H04L2012/2841 , H04M1/72533 , H04M3/42059 , H04M3/493 , H04M3/5183 , H04M3/527 , H04M2203/1016 , H04W4/14 , H04W4/18
摘要：本发明公开了一种基于呼叫中心的智能家居系统及其实现方法，所述智能家居系统包括：用户注册模块，设置为实现用户号码与对应家庭终端的注册绑定；呼叫中心，其获取用户操作命令，并依据用户号码与对应家庭终端的绑定关系将该用户操作命令发送至对应的家庭终端；家庭终端，设置为执行接收的用户操作命令。本发明提供的基于呼叫中心的智能家居系统及其实现方法对用户侧基本上没有要求，其基于呼叫中心，实现对智能家居设备的监控，降低了用户的使用门槛。

10. 发明申请

WO2012145815A1 SYSTEM AND METHOD FOR AUTOMATICALLY ANSWERING A CALL ON A COMMUNICATION DEVICE 审中-公开
标题翻译：用于自动应答通信设备上的呼叫的系统和方法
公开(公告)号：WO2012145815A1
公开(公告)日：2012-11-01
申请号：PCT/CA2011/000463
申请日：2011-04-27
申请人： RESEARCH IN MOTION LIMITED , EPP, Anton , FIELDS, Gregory Jason , HANTZAKOS, Peter
发明人： EPP, Anton , FIELDS, Gregory Jason , HANTZAKOS, Peter
IPC分类号： H04M3/50 , H04W4/16
CPC分类号： H04M3/42212 , H04M1/64 , H04M2201/40 , H04M2203/2027 , H04W4/16
摘要： A system and method for answering a call on a communication device is provided and includes: detecting an incoming call on the communication device, automatically answering the incoming call, and detecting whether an audio signal is received through the microphone of the communication device. Upon not detecting an audio signal, the call is disconnected.
摘要翻译：提供了一种用于在通信设备上应答呼叫的系统和方法，包括：检测通信设备上的呼入，自动应答来电，以及检测是否通过通信设备的麦克风接收音频信号。在没有检测到音频信号时，呼叫被断开。

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