Patent application number | Description | Published |
20090086933 | CALL ROUTING USING VOICE SIGNATURE AND HEARING CHARACTERISTICS - In an example embodiment, a system that appropriately routes calls to an agent at a contact center based on the agent's voice and/or hearing characteristics. The agent is selected by matching speech and hearing characteristics of a caller with the speech and hearing characteristics of an agent. In order to find the best match for the caller, the contact center determines if the caller is hearing impaired, and if so determines a suitable frequency range for the caller. If a match cannot be found, the agent's and/or caller's voice may be shifted in real time and adjusted to a frequency range that is best suited for the caller. | 04-02-2009 |
20090097677 | Enhancing Comprehension Of Phone Conversation While In A Noisy Environment - In one embodiment, one or more users may be participating in a conversation. In one example, a first user may be speaking into a speaker end device and a second user may be listening at a listener end device. The second user may be in an environment where noise may be present. Particular embodiments determine characteristics of the noise at the listener end device. Characteristics of a voice signature for a user speaking with the speaker end device are also determined. Comprehension enhancement of voice signals received from speaker end device is then performed based on characteristics of the noise at the listener end device and characteristics of the voice signature. For example, the signature of the voice signals may be altered to lessen the overlap with the noise. | 04-16-2009 |
20090125948 | Communication Processing Based on Television Use - In one embodiment, a method includes receiving a first user profile comprising at least one rule associated with at least one show. The at least one rule is activated upon the occurrence of a first event. The method also includes detecting the occurrence of the first event. Upon detecting the occurrence of the first event, the method further includes activating the at least one rule and processing a first communication based on the at least one rule. | 05-14-2009 |
20090146779 | Home entertainment system providing presence and mobility via remote control authentication - An apparatus in one embodiment is operable to receive, from a remote control device associated with a video display device, biometric input of a user. Responsive to a match of the biometric input with stored biometric data of the user, the user is authenticated. The remote control device and/or the video display device are then configured based on user settings associated with the stored biometric data of the user. 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. | 06-11-2009 |
20090179752 | MOBILE DEVICE SAFETY - In an example embodiment, an automatic warning system that warns users of personal mobile devices (such as cellular telephones and portable music players) when they enter or are near the threshold of a hazardous area while using their mobile device. In an example embodiment, the mobile device is automatically paused upon entering a street and resumes when the user has crossed the street. In a cellular telephone embodiment, calls are automatically put on hold upon entering the hazardous area, optionally the other parties to the call are informed of the reason for the hold, and the call is automatically resumed when all parties have left the hazardous area. | 07-16-2009 |
20090261157 | CUSTOMER SERVICE CENTER BASED ON TAGS - In one embodiment, a processor is operable to transmit a customer request based on a content tag. The content tag is associated with content. The content tag is at least one of a character, a word, a term, a name, a symbol, or combinations thereof. The content tag and the content are stored in a memory. The processor is operable to receive agent availability information of customer agents. The agent availability information includes availability information for multiple communication channels. In one example, the agent availability information received may include availability information of qualified customer agents, where qualified customer agents are associated with an agent tag, and the content tag is mapped to the agent tag. | 10-22-2009 |
20090262914 | PROCESSING MULTI-PARTY CALLS IN A CONTACT CENTER - 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. | 10-22-2009 |
20090274283 | ENHANCED DIRECTORY FOR COMMUNICATIONS DEVICES - In one embodiment, a method includes establishing a call, and continuously monitoring the call from or using a first endpoint associated with the call. Monitoring the call includes identifying when an information element associated with the call has changed. The method also includes determining when the information associated with the call has changed, and storing a representation of the information element in an enhanced directory arrangement associated with the first endpoint when the information associated with the call has changed. | 11-05-2009 |
20100013905 | FLOOR CONTROL IN MULTI-POINT CONFERENCE SYSTEMS - In one embodiment, a conference with multiple end points is provided. At the locations, multiple screens may be configured to display video from a portion of the multiple end points. Video from multiple locations is output onto the multiple screens, such as video streams from N different segments are output on N different screens. The video output may be determined based on a first dimension of the floor control algorithm. A push-to-talk input may then be received from a button. A video segment associated with the push-to-talk button is then determined and the video segment is output on one of the multiple screens in response to receiving the push-to-talk input. The push-to-talk input may be used by users that cannot actively participate in the first dimension of the floor control algorithm. For example, users using sign language cannot speak louder and thus by using the push to talk button or hand gestures can indicate their desire to be switched in as one of the displayed segments. | 01-21-2010 |
20100014653 | METHOD AND APPARATUS FOR SCHEDULING CALLBACKS VIA OFFLINE OFFER TASKS TO KNOWLEDGE WORKERS - 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. | 01-21-2010 |
20100027778 | METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION - 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. | 02-04-2010 |
20100100370 | SELF-ADJUSTING EMAIL SUBJECT AND EMAIL SUBJECT HISTORY - 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. | 04-22-2010 |