Patents by Inventor Juan Vasquez
Juan Vasquez 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: 8522314Abstract: Described are computer-based methods and apparatuses, including computer program products, for voice over internet protocol (VoIP) phone authentication. In some examples, the method includes receiving an authentication request from a computing device; authenticating the computing device for access to a network based on the authentication request; determining if a VoIP endpoint device is associated with a network address associated with the authentication request; and authenticating the VoIP endpoint device if the VoIP endpoint device is associated with the network address.Type: GrantFiled: July 24, 2012Date of Patent: August 27, 2013Assignee: Google Inc.Inventors: Juan Vasquez, Saheylee Roy
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Patent number: 8515407Abstract: In general, this disclosure describes techniques for using short-range wireless communication to automatically configure a telephony service to direct phone calls to one or more different devices. For example, a first device obtains configuration information associated with a second device from the second device using short-range wireless communication. The first device sends a first message, which includes at least a subset of the configuration information, to a telephone call controller to configure incoming phone calls to be routed to at least the second device. The first device determines that the second device is no longer reachable by the first device using the short-range wireless communication to the second device, and sends a second message to the telephone call controller to configure incoming phone calls to not be routed to the second device.Type: GrantFiled: September 13, 2012Date of Patent: August 20, 2013Assignee: Google Inc.Inventors: Vinson Mok, Juan Vasquez
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Patent number: 8493198Abstract: A computer-implemented method includes monitoring an environment external to a vehicle via a sensor of the vehicle or a mobile device. The monitoring includes recording audio or video signals based on an output of the sensor. Audio or image recognition is performed via the mobile device based on the audio or video signals. Based on results of the audio or image recognition, objects in an area through which the vehicle is to pass are detected. The method includes determining which ones of the detected objects satisfy a predetermined criteria. The predetermined criteria includes object features that are indiscernible or marginally discernible to a vehicle operator with a perception deficiency. Selected ones of the detected objects that satisfy the predetermined criteria are monitored. The vehicle operator is alerted of the selected ones of the detected objects with an alert predetermined to be discernible to the vehicle operator.Type: GrantFiled: July 11, 2012Date of Patent: July 23, 2013Assignee: Google Inc.Inventors: Juan Vasquez, Vinson Mok
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Patent number: 8477909Abstract: A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, compare the extracted identifier to an identifier that is associated with the call, and determine whether the call routing device correctly forwarded the call based on the comparison.Type: GrantFiled: August 16, 2010Date of Patent: July 2, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Parind Poi, Prashant Desai, Mayuresh Hegde, Juan Vasquez, Haridas Bhogade
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Patent number: 8477915Abstract: A system and method are provided for allowing a user to consent to call recording. A user is prompted to make a recording preference. The recording preference is stored in a table indexed by UCID (universal call ID) or as part of a UUI (user-to-user information) field of the call. A recording module and/or a compliance manager, both associated with a call center, are configured to record or not record the call based on the recording preference. The recording preference can be enforced on incoming and outgoing calls to and from the call center. Advantageously, the user's recording preference is enforced throughout the call, regardless of how the call is routed/transferred within the call center.Type: GrantFiled: October 1, 2012Date of Patent: July 2, 2013Assignee: Google Inc.Inventors: Juan Vasquez, Nazli Alagheband, Mel Patrick McCarthy, Claus Regenbrecht
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Patent number: 8442191Abstract: A method for removing voice messages in a voicemail system queue. The method includes acquiring data associated with a first call, including a voice message provided during the first call and a unique identifier assigned to the voice message of the first call. The method also includes receiving a second call and acquiring data for the second call, the data including information indicating whether the second call relates to a voice message previously provided to the voicemail system. The method also includes determining if the second call is related to the first call based on a comparison of at least a portion of the data for the second call and at least a portion of the data for the first call. The method also includes modifying the stored data associated with the first call if the second call is determined to be related to the first call.Type: GrantFiled: June 12, 2012Date of Patent: May 14, 2013Assignee: Google Inc.Inventors: Juan Vasquez, Harkishin Nachnani
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Patent number: 8442207Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.Type: GrantFiled: March 15, 2011Date of Patent: May 14, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Mayuresh Hegde, Parind Poi, Prashant Desai, Juan Vasquez
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Patent number: 8410898Abstract: A computer-implemented technique includes storing keychains in a memory of a computer. A login identifier and a password are received from a mobile device. The login identifier and the password are verified. Subsequent to the verification, one of the keychains is downloaded from the computer to the mobile device. The keychain includes N keys that are each associated with one of M physical locks of M locking devices, where N and M are integers greater than or equal to 1. The M locking devices or another locking device are monitored. Information in a key log is recorded when each of the N keys is used on one of the M locking devices or another locking device. The information includes a locking device identifier and a key identifier. The mobile device is alerted when each of the N keys is used based on the key log.Type: GrantFiled: August 16, 2012Date of Patent: April 2, 2013Assignee: Google Inc.Inventor: Juan Vasquez
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Patent number: 8406155Abstract: The present disclosure includes a system and method for handling customer service requests in a virtual computing environment supporting multimedia interactions. In some embodiments, the system includes an automated management tool for receiving a customer service request from a client device, a server for establishing an individualized communication session, and a plurality of available resources capable of being connected to the individualized communication session. In some embodiments, the method includes receiving and establishing a connection between an automated management tool and a client device, receiving a customer service request from the client device, establishing an individualized communication session, and providing resources to the individualized communication session.Type: GrantFiled: March 19, 2012Date of Patent: March 26, 2013Assignee: Google Inc.Inventors: Juan Vasquez, Steve Osborn
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Patent number: 8306213Abstract: Described are computer-based methods and apparatuses, including computer program products, for skill and level assignment. In some examples, the method includes providing for display of a graphical user interface (GUI) with one or more sets of graphical objects. Each set of graphical objects corresponds to a decision factor and each graphical object in each set of graphical objects corresponds to a level of the decision factor. The method further includes receiving an assignment configuration for a contact routing device. The assignment configuration is generated based on the one or more sets of graphical objects and associated one or more agents. The method further includes routing the contact to the selected one or more contact agents based on the assignment configuration.Type: GrantFiled: November 22, 2011Date of Patent: November 6, 2012Assignee: Google Inc.Inventors: Juan Vasquez, Steve Osborn, Ivo Daniel Carreira de Abreu
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Publication number: 20120263293Abstract: A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.Type: ApplicationFiled: April 15, 2011Publication date: October 18, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Juan Vasquez, Parind S. Poi, Mayuresh Hegde, Haridas Bhogade, Prashant B. Desai
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Publication number: 20120261465Abstract: Exemplary technical support systems and methods are disclosed herein. An exemplary method includes a media content access device obtaining technical support request information from a user, encoding data representative of the technical support request information into a barcode, and providing the barcode for display on a display screen associated with the media content access device. The exemplary method may additionally or alternatively include a mobile device capturing an image of the displayed barcode and transmitting data representative of the image to a technical support subsystem. The exemplary method may additionally or alternatively include a technical support subsystem receiving data representative of the image of the barcode, decoding the barcode code to obtain the technical support request information, and performing one or more technical support operations in response to the technical support request information. Corresponding methods and systems are also disclosed.Type: ApplicationFiled: April 14, 2011Publication date: October 18, 2012Applicant: VERIZON PATENT AND LICENSING, INC.Inventors: Juan Vasquez, Prashant B. Desai, Haridas B. Bhogade, Parind S. Poi, Mayuresh M. Hegde
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Patent number: 8280999Abstract: An apparatus is provided for remotely rebooting Voice over Internet Protocol (VoIP) communication devices. In general, the apparatus remotely selects VoIP communication devices connected to a network, reboots the selected devices, and evaluates the status of each device. A processor allows a user to select VoIP communication devices connected to the network and receives inputs pertaining to the reboot operation, including a time input and search criteria. The processor communicates with the designated VoIP communication devices over a packet-switching network to instruct the devices to reboot and monitors each device. In this way, multiple VoIP communication devices may be rebooted from a remote location, and problems or issues that arise during the reboot process may be identified and addressed. An associated method and computer program product are also provided for remotely rebooting VoIP communication devices.Type: GrantFiled: May 26, 2011Date of Patent: October 2, 2012Assignee: Verizon Data Services LLCInventors: Robert H. Liao, Rezwanul Azim, Elliot Eichen, Juan Vasquez
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Publication number: 20120237016Abstract: An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent.Type: ApplicationFiled: March 15, 2011Publication date: September 20, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Mayuresh Hegde, Parind Poi, Prashant Desai, Juan Vasquez
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Publication number: 20120224681Abstract: A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call.Type: ApplicationFiled: March 1, 2011Publication date: September 6, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Prashant B. Desai, Juan Vasquez, Chadd Thompson, George Gorney, Mayuresh Hegde, Parind S. Poi, Haridas Bhogade
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Patent number: 8203959Abstract: An apparatus is provided for remotely managing various network elements of a Voice over Internet Protocol (VoIP) communication system. In general, an apparatus is described for communicating with different network elements of a VoIP communication system, receiving data from each network element, and storing the data. The apparatus includes a processor that communicates with different network elements of a VoIP communication system over a packet-switching network and queries the network elements for particular information. The processor receives and stores the data regarding each network element. In this way, data from multiple different network elements of a VoIP communication system may be remotely accessed and stored, and the data may be analyzed or manipulated to address system problems or monitor conditions of the system from the remote location. A method and computer program product are also provided for remotely managing various network elements of a VoIP communication system.Type: GrantFiled: December 20, 2006Date of Patent: June 19, 2012Assignee: Verizon Patent and Licensing Inc.Inventors: Robert H. Liao, Rezwanul Azim, Elliot Eichen, Juan Vasquez
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Publication number: 20120148040Abstract: A method may include receiving, at a first call center, a call from a caller, forwarding the call to an agent workstation and determining that the call must be transferred. The method may also include providing, at the agent workstation, a user interface identifying a number of items associated with possible reasons for the call and receiving, via the user interface, input selecting one of the items. The method may further include appending information to the call based on the received input and forwarding the call with the appended information to a network device associated with a number of call centers.Type: ApplicationFiled: December 9, 2010Publication date: June 14, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Prashant B. Desai, Juan Vasquez
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Patent number: 8200189Abstract: A method includes receiving at a voice portal a telephone call from a caller and acquiring from the caller a billing telephone number. The method also includes determining, based on the billing telephone number, that the telephone call should be transferred to a specific call center; identifying an exchange number for the specific call center; assembling a refer message based on the billing telephone number and the exchange number of the specific call center; and sending the refer message to a network device.Type: GrantFiled: June 19, 2008Date of Patent: June 12, 2012Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant Desai, Juan Vasquez, Mayuresh Mohan Hegde, Parind Poi
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Publication number: 20120076279Abstract: A method including receiving a voice call; analyzing speech in real-time to determine whether payment information is included in the voice call; omitting to record the voice call when it is determined that the voice call includes the payment information; and recording the voice call when it is determined that the voice call does not include the payment information.Type: ApplicationFiled: September 23, 2010Publication date: March 29, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Juan Vasquez, Prashant Desai, David A. Cathey
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Publication number: 20120072440Abstract: A method may include receiving session control protocol messages to establish a session between a workstation and a user device. The session control protocol messages may include context information. The context information may include a browser history associated with the user of the user device. The method may further include establishing the session between the workstation and the user device. Further, the method may include displaying information on a display for an operator of the workstation, wherein the displayed information is based on the received context information.Type: ApplicationFiled: September 20, 2010Publication date: March 22, 2012Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Juan Vasquez, Prashant Desai