Patents by Inventor Carl Schoeneberger
Carl Schoeneberger has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 7664014Abstract: A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways.Type: GrantFiled: December 6, 2005Date of Patent: February 16, 2010Assignee: Intervoice, Inc.Inventors: Carl Schoeneberger, Justin Broughton, Michael P. Dimitroff
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Patent number: 7616742Abstract: The present invention is a method and system for reducing bandwidth usage in a voice over internet protocol (VoIP) network that uses holding sounds such as music or announcements. When a customer call enters the network through a gateway, the call is received by a media server (VMS) and a workflow is started. When the workflow determines that the customer call is to be put on hold, the VMS sends an instruction signal to the gateway, instructing the gateway to provide an on-hold music or announcement to the customer call. When the workflow determines that the customer call is to be taken off hold, the VMS sends a second instruction signal to the gateway and the gateway stops the music or announcements and proceeds to further process the call under the direction of the workflow.Type: GrantFiled: May 6, 2004Date of Patent: November 10, 2009Assignee: Intervoice, Inc.Inventors: Carl Schoeneberger, Michael P. Dimitroff
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Patent number: 7382773Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.Type: GrantFiled: July 31, 2003Date of Patent: June 3, 2008Assignee: Intervoice, Inc.Inventors: Carl Schoeneberger, Justin Broughton, Michael P. Dimitroff, Kevin McPartian, Charles Hymes, Chandra Pisupati
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Patent number: 7274787Abstract: A system and method of distributing contact volume in a contact center when the volume of incoming calls greatly exceeds the number of agents currently answering calls. In an embodiment of the invention, the caller calling in at such a peak time is notified of the relatively long wait time to speak to an agent. The caller is then prompted as to whether he or she wishes to hold or accept a later callback time to receive immediate service. By accepting a later callback, the caller may access the contact center at a later time by dialing a unique telephone number or by entering a unique code when dialing the main line. This scheduled return to queue with priority system and method seeks to essentially eliminate high call volume times by redistributing those calls to times when the agent volume exceeds the incoming call volume, thus ultimately decreasing call center staffing costs.Type: GrantFiled: December 20, 2002Date of Patent: September 25, 2007Assignee: Intervoice, Inc.Inventor: Carl Schoeneberger
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Patent number: 7230946Abstract: A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device are disclosed. The system and method further include, after receiving contact information, the contact center transmitting call data to the remote agent through the data line, the data line carrying bi-directional signaling data including the agent's ability to control call pick-up and hang-up, while transmitting the voice component over a telephone line. Further, the present invention has the ability to provide a continuous stream of customer calls to the agent or to disconnect after each individual call.Type: GrantFiled: December 20, 2002Date of Patent: June 12, 2007Assignee: Nuasis CorporationInventor: Carl Schoeneberger
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Publication number: 20060109783Abstract: A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways.Type: ApplicationFiled: December 6, 2005Publication date: May 25, 2006Inventors: Carl Schoeneberger, Justin Broughton, Michael Dimitroff
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Patent number: 7012888Abstract: A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways.Type: GrantFiled: July 31, 2003Date of Patent: March 14, 2006Assignee: Nuasis CorporationInventors: Carl Schoeneberger, Justin Broughton, Michael P. Dimitroff
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Publication number: 20050249192Abstract: The present invention is a method and system for reducing bandwidth usage in a voice over internet protocol (VoIP) network that uses holding sounds such as music or announcements. When a customer call enters the network through a gateway, the call is received by a media server (VMS) and a workflow is started. When the workflow determines that the customer call is to be put on hold, the VMS sends an instruction signal to the gateway, instructing the gateway to provide an on-hold music or announcement to the customer call. When the workflow determines that the customer call is to be taken off hold, the VMS sends a second instruction signal to the gateway and the gateway stops the music or announcements and proceeds to further process the call under the direction of the workflow.Type: ApplicationFiled: May 6, 2004Publication date: November 10, 2005Inventors: Carl Schoeneberger, Michael Dimitroff
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Publication number: 20040141508Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.Type: ApplicationFiled: July 31, 2003Publication date: July 22, 2004Applicant: Nuasis CorporationInventors: Carl Schoeneberger, Justin Broughton, Michael P. Dimitroff, Kevin McPartlan, Charles Hymes, Chandra Pisupati
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Publication number: 20040032863Abstract: A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device. The system and method further includes, after receiving contact information, the contact center transmitting call data to the remote agent through the data line, the data line carrying bi-directional signalling data including the agent's ability to control call pick-up and hang-up, while transmitting the voice component over a telephone line. Further, the present invention has the ability to provide a continuous stream of customer calls to the agent or to disconnect after each individual call.Type: ApplicationFiled: December 20, 2002Publication date: February 19, 2004Applicant: Nuasis CorporationInventor: Carl Schoeneberger
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Publication number: 20040032862Abstract: A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways.Type: ApplicationFiled: July 31, 2003Publication date: February 19, 2004Applicant: Nuasis CorporationInventors: Carl Schoeneberger, Justin Broughton, Michael P. Dimitroff