Patents by Inventor Steven W. Statham
Steven W. Statham 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: 9712674Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.Type: GrantFiled: June 5, 2015Date of Patent: July 18, 2017Assignee: Verizon Patent and Licensing Inc.Inventors: David E. Phelps, Brian S. Badger, Gregory J. Bjornberg, Steven W. Statham
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Publication number: 20160360038Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.Type: ApplicationFiled: June 5, 2015Publication date: December 8, 2016Inventors: David E. Phelps, Brian S. Badger, Gregory J. Bjornberg, Steven W. Statham
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Patent number: 8219816Abstract: A token representing encrypted data is used to initiate a call routing strategy based on receipt of the token. The call routing strategy is configured to initiate a query. Decrypted data associated with the encrypted data may be accessed to determine a data relationship based on the query.Type: GrantFiled: December 23, 2008Date of Patent: July 10, 2012Assignee: Verizon Patent and Licensing Inc.Inventors: Steven W. Statham, Kirk R. Hill
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Publication number: 20100161990Abstract: A token representing encrypted data is used to initiate a call routing strategy based on receipt of the token. The call routing strategy is configured to initiate a query. Decrypted data associated with the encrypted data may be accessed to determine a data relationship based on the query.Type: ApplicationFiled: December 23, 2008Publication date: June 24, 2010Applicant: Verizon Business Network Services Inc.Inventors: Steven W. Statham, Kirk R. Hill
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Patent number: 7266192Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).Type: GrantFiled: December 8, 2005Date of Patent: September 4, 2007Assignee: Verizon Business Global LLCInventors: Steven W. Statham, Ronald A. Medo
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Patent number: 7065202Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).Type: GrantFiled: July 2, 2004Date of Patent: June 20, 2006Assignee: MCI, Inc.Inventors: Steven W. Statham, Ronald A. Medo
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Patent number: 6868152Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).Type: GrantFiled: October 23, 2001Date of Patent: March 15, 2005Assignee: MCI, Inc.Inventors: Steven W. Statham, Ronald A. Medo
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Publication number: 20040252822Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).Type: ApplicationFiled: July 2, 2004Publication date: December 16, 2004Inventors: Steven W. Statham, Ronald A. Medo
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Publication number: 20020076030Abstract: In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).Type: ApplicationFiled: October 23, 2001Publication date: June 20, 2002Inventors: Steven W. Statham, Ronald A. Medo