Patents Assigned to Noble Systems Corporation
  • Patent number: 10965761
    Abstract: A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions.
    Type: Grant
    Filed: April 3, 2020
    Date of Patent: March 30, 2021
    Assignee: Noble Systems Corporation
    Inventors: Jason P. Ouimette, Jason S. Conner, Deborah L. Nilsen
  • Patent number: 10965806
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for handling poor voice quality being experienced by a remote party on a call. In various embodiments, an assessment is received from the party at an IVR on the voice quality of the call. Accordingly, data is collected for one or more parameters associated with at least one of audio of the call and a network used to carry the audio of the call in response to the party experiencing poor voice quality. At this point, a predictive model is used to predict at least one cause for the poor voice quality. Here, the data collected for the one or more parameters is provided as input to the predictive model. Accordingly, one or more actions are taken to attempt to address the at least one cause and improve the voice quality on the call for the remote party.
    Type: Grant
    Filed: January 31, 2020
    Date of Patent: March 30, 2021
    Assignee: Noble Systems Corporation
    Inventor: Christopher S. Haggerty
  • Patent number: 10958786
    Abstract: A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions.
    Type: Grant
    Filed: September 12, 2019
    Date of Patent: March 23, 2021
    Assignee: Noble Systems Corporation
    Inventors: Deborah L. Nilsen, Jason P. Ouimette, Jason S. Conner
  • Patent number: 10917521
    Abstract: A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, which may be an alias, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. If the agent is unavailable, various options for routing the call is identified. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.
    Type: Grant
    Filed: July 17, 2020
    Date of Patent: February 9, 2021
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Guilherme A Miranda Villarinho
  • Patent number: 10891940
    Abstract: An approach for optimizing a confidence score threshold that is used to recognize a target word(s) in an audio source. A variety of potential instances of the target word can be detected and classified using an initial confidence score threshold value. Each potential instance of the target word is audibly reviewed and validated by a user. After a determination of the correctness of each potential instance's classification, a different confidence score threshold value can be used to produce an updated set of classification results without requiring the user to revalidate the results. By using a variety of confidence score threshold values to produce various sets of classification results, an optimized confidence threshold setting can be determined for the identified target word based on minimizing errors in the various results. This value can then be applied for future analysis of the target word in an audio source.
    Type: Grant
    Filed: December 13, 2018
    Date of Patent: January 12, 2021
    Assignee: Noble Systems Corporation
    Inventors: Steven K. Mammen, Patrick M. McDaniel, Karl H. Koster
  • Patent number: 10880437
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for changing an interaction taking place between an agent and a party from a first channel of communication to a second channel of communication. A communication assembly comprising the interaction is linked to a first communication session currently being held between the agent and party using the first channel of communication. A second communication session to be held between the agent and party using the second channel of communication at a future time is reserved and linked to the communication assembly. The first communication session is then terminated and at the future time, a communication involving the party and using the second channel of communication is established. Accordingly, the communication is linked with the second communication session and routed to the agent so that the agent can interact with the party over the second channel of communication.
    Type: Grant
    Filed: September 19, 2019
    Date of Patent: December 29, 2020
    Assignee: Noble Systems Corporation
    Inventors: Ellwood I. Neuer, III, Christopher S. Haggerty, Karl H. Koster
  • Patent number: 10785370
    Abstract: In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.
    Type: Grant
    Filed: October 9, 2019
    Date of Patent: September 22, 2020
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Jason P. Ouimette, Christopher S. Haggerty
  • Patent number: 10778514
    Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for providing a configuration over a network to a client application. In various embodiments, a request is received over the network at a configuration management service that includes items that make up the configuration for the application. Accordingly, a determination is made for each item as to whether configuration information for the item can or cannot be overwritten. If the information can be overwritten, then a determination is made as to whether the item is associated with an entity. If so, then information is retrieved that is associated with the item and the entity. If not, then information is retrieved that is associated with the item only. A response is then sent to the client application that includes configuration information for each item that can be overwritten to be used to configure parameters and/or initial settings for the application.
    Type: Grant
    Filed: August 23, 2019
    Date of Patent: September 15, 2020
    Assignee: Noble Systems Corporation
    Inventor: Michael C. Goodwin
  • Patent number: 10750021
    Abstract: A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, which may be an alias, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. If the agent is unavailable, various options for routing the call is identified. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.
    Type: Grant
    Filed: January 16, 2020
    Date of Patent: August 18, 2020
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Guilherme A Miranda Villarinho
  • Patent number: 10742795
    Abstract: A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent and the optionally suggested callback times may take into account the agent's schedule. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.
    Type: Grant
    Filed: July 26, 2019
    Date of Patent: August 11, 2020
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Guilherme Villarinho
  • Patent number: 10742810
    Abstract: A contact center dialing a telephone number to a party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms defined indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.
    Type: Grant
    Filed: October 19, 2018
    Date of Patent: August 11, 2020
    Assignee: Noble Systems Corporation
    Inventors: Teresa Gudger, Karl H. Koster
  • Patent number: 10674011
    Abstract: An enhanced abandoned call recovery (“E-ACR”) process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response (“IVR”) menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.
    Type: Grant
    Filed: May 4, 2017
    Date of Patent: June 2, 2020
    Assignee: Noble Systems Corporation
    Inventors: Jason P. Ouimette, Jason S. Conner, Karl H. Koster
  • Patent number: 10623567
    Abstract: Systems, methods, and computer readable medium are disclosed for facilitating management of consent related information for an agent in a contact center. Upon receiving a request from a party to modify consent for receiving future communications, the agent may select an icon on their computer to manage consent. In one embodiment, one or more telephone numbers and their associated consent status is displayed to the agent. The agent may modify the consent status for a telephone number associated with the party. In another embodiment, the agent may select an icon that modifies the consent related information to reflect that consent has been revoked for all numbers and channel types thereof associated with the party.
    Type: Grant
    Filed: April 24, 2018
    Date of Patent: April 14, 2020
    Assignee: Noble Systems Corporation
    Inventors: Andy E. Perdue, Karl H. Koster
  • Patent number: 10616415
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication involving a party in a contact center. Specifically, a treatment is selected for the communication. The selected treatment includes a plurality of range intervals in which each interval includes a value range and has agents assigned to the range interval from a plurality of agents who handle communications placed in the treatment. A communication value is determined for the communication that defines an expected payback from applying the treatment to the communication and a particular range interval is identified based on the communication value being within the value range for the interval. A target agent is then identified from the agents assigned to the particular range interval based on a matchup score for the agent. Here, the matchup score provides a measure of how well the agent is matched to the remote party.
    Type: Grant
    Filed: August 27, 2019
    Date of Patent: April 7, 2020
    Assignee: Noble Systems Corporation
    Inventor: Michael L. Howard
  • Patent number: 10616345
    Abstract: A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions.
    Type: Grant
    Filed: August 26, 2016
    Date of Patent: April 7, 2020
    Assignee: Noble Systems Corporation
    Inventors: Jason P. Ouimette, Jason S. Conner, Deborah Nilsen
  • Patent number: 10599487
    Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for converting a connection string configured to use a first API to connect to a data source of a data source type to using a second, different API to connect to the data source. The data source type is identified as being associated with the string and the string is parsed and stored in a key-value dictionary. An object is instantiated for a subclass designed for the data source type. This subclass inherits from a base class that includes an abstract version of a method defined for the second API and the subclass includes a non-abstract version of this method. A string is generated by calling the method associated with the object, causing the non-abstract version to be executed, which uses the dictionary to generate the string configured to use the second API to connect to the data source.
    Type: Grant
    Filed: June 11, 2019
    Date of Patent: March 24, 2020
    Assignee: Noble Systems Corporation
    Inventor: Michael C. Goodwin
  • Patent number: 10601996
    Abstract: Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing call pickup times regarding answered calls. The call pickup time is based on the time between detection of a signaling message indicating the call was offered to the remote interface and a signaling message indicating the call was answered. The value of the call pickup time may be useful to determine if an automatic voice messaging capability (“AVMC”) or a live human answered the call. In other embodiments, the call pickup time is used to generate a call pickup time weighting factor that is used to supplement the analysis of the initial audio greeting after the call has been answered to determine whether an AVMC or live person answered the call. The analysis can be used to determine whether the AVMC is an answering machine or a voice mail service.
    Type: Grant
    Filed: March 15, 2019
    Date of Patent: March 24, 2020
    Assignee: Noble Systems Corporation
    Inventors: Richard Holman, Karl H. Koster, Chad Hitchcock, Marlon F. Araujo
  • Patent number: 10582059
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments. Here, each treatment includes a plurality of agents to handle communications placed in the treatment and a set of queues in which each queue includes a value range. A determination is made as to whether the communication is using a chaining or non-chaining channel. If the communication is using a chaining channel, then a target agent designated to handle communications placed in the treatment using the chaining channel and corresponding queue are identified based on a value of the communication. If the communication is using a non-chaining channel, then a queue is selected from the set of queues for the treatment based on the value of the communication falling within the value range for the queue.
    Type: Grant
    Filed: August 8, 2019
    Date of Patent: March 3, 2020
    Assignee: Noble Systems Corporation
    Inventor: Michael L. Howard
  • Patent number: 10567582
    Abstract: A communications handler manages incoming communications of different channel types and determines an appropriate contact center agent to receive the communication, based on which communication type and the number of sessions for each type, that an agent can handle. The performance of the agent handling the various communication sessions across the channel types is measure and monitored. If the agent's performance crosses a threshold indicating an unacceptable decrease in performance, a channel type/session may be de-assigned in order to improve the agent's performance. If the agent's performance is stellar and allows, then a further channel type or communication session of a channel type may be added. Various graphical user indications for managing the channel type performance and de-assignment are presented.
    Type: Grant
    Filed: March 25, 2019
    Date of Patent: February 18, 2020
    Assignee: Noble Systems Corporation
    Inventors: Ellwood I. Neuer, III, James K. Noble, Jr.
  • Patent number: 10554821
    Abstract: A method for identifying and processing neighbor spoofed calls in a VoIP carrier's switching network where individual switches may be independently upgraded to authenticate calling party numbers using SHAKEN/STIR enabled switches. The switch ascertains a local routing number (“LRN”) of the calling party number for unsigned incoming calls to be terminated. If the LRN is that of the switch, and the call is unsigned, then the switch knows the call has a spoofed calling party number, and the switch may terminate the call as appropriate for a neighbor spoofed call. As the carrier enables others switches to be SHAKEN/STIR enabled, the terminating switch can determine the LRN for incoming calls and ascertain whether the call originated from a SHAKEN/STIR enabled switch. If so, the call should be signed. If not, then the switch processes the call as having a spoofed calling party number.
    Type: Grant
    Filed: April 11, 2019
    Date of Patent: February 4, 2020
    Assignee: Noble Systems Corporation
    Inventor: Karl H. Koster