Patents by Inventor Prashant B. Desai
Prashant B. Desai 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).
-
Patent number: 9247064Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.Type: GrantFiled: July 12, 2013Date of Patent: January 26, 2016Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi, Shawn J. Hadley, Paul V. Cunningham
-
Patent number: 9106755Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.Type: GrantFiled: December 2, 2013Date of Patent: August 11, 2015Assignee: Verizon Patent and Licensing Inc.Inventors: Juan M. Vasquez, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi
-
Patent number: 9020133Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.Type: GrantFiled: December 13, 2012Date of Patent: April 28, 2015Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Shawn J. Hadley, Parind S. Poi
-
Publication number: 20150016600Abstract: A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics.Type: ApplicationFiled: July 12, 2013Publication date: January 15, 2015Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi, Shawn J. Hadley, Paul V. Cunningham
-
Patent number: 8848895Abstract: A system for and method of providing a gateway transfer mechanism is presented. In one exemplary embodiment, the system and method of providing a gateway transfer mechanism may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.Type: GrantFiled: August 25, 2009Date of Patent: September 30, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan M. Vasquez, Meyuresh M. Hegde, Parind S. Poi, Haridas Bhogade
-
Patent number: 8837711Abstract: 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: GrantFiled: April 15, 2011Date of Patent: September 16, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Juan Vasquez, Parind S. Poi, Mayuresh Hegde, Haridas Bhogade, Prashant B. Desai
-
Publication number: 20140169549Abstract: A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents.Type: ApplicationFiled: December 13, 2012Publication date: June 19, 2014Applicant: VERIZON PATENT AND LICENSING INC.Inventors: Prashant B. Desai, Mayuresh Mohan Hegde, Shawn J. Hadley, Parind S. Poi
-
Patent number: 8731172Abstract: Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command.Type: GrantFiled: April 2, 2013Date of Patent: May 20, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Juan M. Vasquez, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi
-
Patent number: 8718272Abstract: 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: GrantFiled: March 1, 2011Date of Patent: May 6, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan Vasquez, Chadd Thompson, George Gorney, Mayuresh Hegde, Parind S. Poi, Haridas Bhogade
-
Patent number: 8699697Abstract: A method may include receiving a call from a caller and interacting with the caller, via an interactive voice response (IVR) unit, to identify first information associated with a reason for the call. The method may also include accessing a database storing second information associated with the caller, identifying third information to be provided to the caller based on the stored second information and providing the third information to the caller prior to forwarding the call to an agent.Type: GrantFiled: August 2, 2010Date of Patent: April 15, 2014Assignee: Verizon Patent and Licensing Inc.Inventors: Juan Vasquez, Prashant B. Desai
-
Publication number: 20140086400Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.Type: ApplicationFiled: December 2, 2013Publication date: March 27, 2014Applicant: Verizon Patent and Licensing Inc.Inventors: Juan M. VASQUEZ, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. POI
-
Patent number: 8621004Abstract: A system for and method of providing a call transfer is presented. In one exemplary embodiment, the system and method of providing a call transfer may comprise receiving, via a network interface, a call at an IP based phone, the call originating from outside a network of the IP based phone, parsing one or more portions of call information to identify a unique network interface indicator associated with the network interface, receiving a request to transfer the call, and transferring the call to the network interface using the unique network interface indicator.Type: GrantFiled: September 24, 2009Date of Patent: December 31, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan M. Vasquez, Mayuresh M. Hegde, Parind S. Poi, Haridas Bhogade
-
Patent number: 8613099Abstract: A system for and method of system for performing dynamic extension assignment is presented. In one exemplary embodiment, the method may comprise receiving, via a network, an extension assignment request associated with a network endpoint, identifying the network endpoint based on one or more properties of the network endpoint, applying one or more rules to identify an extension to be assigned to the network endpoint based on the one or more properties of the endpoint, and assigning the extension to the network endpoint.Type: GrantFiled: June 25, 2010Date of Patent: December 17, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Mayuresh M. Hegde, Juan M. Vasquez, Parind S. Poi, Haridas Bhogade
-
Patent number: 8594310Abstract: 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: GrantFiled: December 9, 2010Date of Patent: November 26, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan Vasquez
-
Patent number: 8573474Abstract: 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: GrantFiled: April 14, 2011Date of Patent: November 5, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Juan Vasquez, Prashant B. Desai, Haridas B. Bhogade, Parind S. Poi, Mayuresh M. Hegde
-
Patent number: 8559416Abstract: A system for and method of information encoding is presented. The system and method include encoding information within other information of a protocol, and then decoding the information and performing actions based on the decoded information.Type: GrantFiled: September 22, 2009Date of Patent: October 15, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Prashant B. Desai, Juan M. Vasquez, Mayuresh Mohan Hegde, Parind S. Poi, Haridas B. Bhogade
-
Patent number: 8428243Abstract: Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command.Type: GrantFiled: December 19, 2008Date of Patent: April 23, 2013Assignee: Verizon Patent and Licensing Inc.Inventors: Juan M. Vasquez, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi
-
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
-
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
-
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