Patents Assigned to Paras & Associates
  • Systems and methods for routing calls
    Patent number: 8804943
    Abstract: An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.
    Type: Grant
    Filed: November 8, 2013
    Date of Patent: August 12, 2014
    Assignee: Paras & Associates
    Inventors: Melinda Paras, Raymond Otake
  • SYSTEMS AND METHODS FOR ROUTING CALLS
    Publication number: 20140064475
    Abstract: An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.
    Type: Application
    Filed: November 8, 2013
    Publication date: March 6, 2014
    Applicant: Paras & Associates
    Inventors: Melinda Paras, Raymond Otake
  • Call routing method: routing to out-of-network representative having ability to speak specific language, if interpreter of network and interpreter of entity are not available to take call
    Patent number: 8588399
    Abstract: An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.
    Type: Grant
    Filed: July 11, 2007
    Date of Patent: November 19, 2013
    Assignee: Paras & Associates
    Inventors: Melinda Paras, Raymond N. Otake
  • VIDEO AND VOICE COMMUNICATION ROUTING NETWORK
    Publication number: 20080025493
    Abstract: An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.
    Type: Application
    Filed: July 11, 2007
    Publication date: January 31, 2008
    Applicant: Paras & Associates
    Inventors: Melinda Paras, Raymond N. Otake