Patents by Inventor Justin Broughton
Justin Broughton 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: 8913721Abstract: A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent.Type: GrantFiled: May 21, 2012Date of Patent: December 16, 2014Assignee: Intervoice Limited PartnershipInventors: Anantha Narayanan, Ellis K. Cave, Bogdan Blaszczak, Justin Broughton, Mohan Rangarajan
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Patent number: 8745576Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.Type: GrantFiled: August 7, 2007Date of Patent: June 3, 2014Assignee: Intervoice, Inc.Inventors: Justin Broughton, Kevin J. McPartlan, Elizabeth Rodgers, Robert S. Rodgers, Ivan Covdy, Roy Ho, Carl Raymond Kowalski, D. Thompson McCalmont, Art Stine
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Publication number: 20120185795Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.Type: ApplicationFiled: March 30, 2012Publication date: July 19, 2012Applicant: INTERVOICE, INC.Inventors: Charles Hymes, Justin Broughton, Kevin McPartlan, Chandra Pisupati
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Patent number: 8204180Abstract: A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent.Type: GrantFiled: August 8, 2008Date of Patent: June 19, 2012Assignee: Intervoice Limited PartnershipInventors: Anantha Narayanan, Ellis K. Cave, Bogdan Blaszczak, Justin Broughton, Mohan Rangarajan
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Patent number: 8171420Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.Type: GrantFiled: July 31, 2003Date of Patent: May 1, 2012Assignee: Intervoice, Inc.Inventors: Charles Hymes, Justin Broughton, Kevin McPartlan, Chandra Pisupati
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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: 7568001Abstract: A system and method of escalating non-realtime communications entering a Contact Center. The present invention removes communications that may initially be viewed as requiring deferred assistance, such as those near missing their SLA or those determined to require immediate handling based on identifying a particular important customer, from its shared file folders and “escalating” them to be routed as a live communications, for immediate response by a designated agent. An alternative tiered service model for a digital multimedia contact center assigns an entering contact to an initial immediate or deferred service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The service tier is initially determined based on a media type associated with the contact.Type: GrantFiled: July 31, 2003Date of Patent: July 28, 2009Assignee: Intervoice, Inc.Inventors: Kevin McPartlan, Justin Broughton
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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: 7254641Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.Type: GrantFiled: January 30, 2001Date of Patent: August 7, 2007Assignee: Intervoice, Inc.Inventors: Justin Broughton, Kevin J. McPartlan, Elizabeth Rodgers, Robert S. Rodgers, Ivan Covdy, Roy Ho, Carl Raymond Kowalski, D. Thompson McCalmont, Art Stine
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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: 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: 20040054743Abstract: A system and method of escalating non-realtime communications entering a Contact Center. The present invention removes communications that may initially be viewed as requiring deferred assistance, such as those near missing their SLA or those determined to require immediate handling based on identifying a particular important customer, from its shared file folders and “escalating” them to be routed as a live communications, for immediate response by a designated agent. An alternative tiered service model for a digital multimedia contact center assigns an entering contact to an initial immediate or deferred service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The service tier is initially determined based on a media type associated with the contact.Type: ApplicationFiled: July 31, 2003Publication date: March 18, 2004Applicant: Nuasis CorporationInventors: Kevin McPartlan, Justin Broughton
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Publication number: 20040032431Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.Type: ApplicationFiled: July 31, 2003Publication date: February 19, 2004Applicant: Nuasis CorporationInventors: Charles Hymes, Justin Broughton, Kevin McPartlan, Chandra Pisupati
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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
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Publication number: 20030018702Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.Type: ApplicationFiled: January 30, 2001Publication date: January 23, 2003Inventors: Justin Broughton, Kevin J. McPartlan, Elizabeth Rodgers, Robert S. Rodgers, Ivan Covdy, Roy Ho, Carl Raymond Kowalski, D. Thompson McCalmont, Art Stine