Patents Assigned to West Corporation
  • Patent number: 10419603
    Abstract: A system, method and non-transitory computer readable storage medium comprising instructions that when read by a processor perform receiving a telephony connection request at a location in a telephony network, the location separated from the intended recipient of the telephony connection request by a target telephony network, determining addressing information regarding the intended recipient, the addressing information including at least routing information or a phone number, accessing a do-not-call list, the do-not-call-list including one or more telephony recipients and recipient addressing information for each telephony recipient, the recipient addressing information including at least routing information or a phone number, and determining whether the target addressing information matches any recipient addressing information.
    Type: Grant
    Filed: May 16, 2018
    Date of Patent: September 17, 2019
    Assignee: West Corporation
    Inventor: Douglas L. Davis
  • Patent number: 10410260
    Abstract: A cloud access cost estimate application may receive a request message for access to at least one cloud application from a client computing device and identify one or more application cost variables corresponding to the cloud application identified. The application may then calculate a cost estimate to use the at least one cloud application, and transmit the cost estimate to the client computing device for approval prior to providing access to the at least one cloud application. A user interface may provide purchase options to demonstrate various options based on cost variables so a user device may identify the cost option best suited for the application usage.
    Type: Grant
    Filed: September 12, 2013
    Date of Patent: September 10, 2019
    Assignee: West Corporation
    Inventor: Bruce Pollock
  • Patent number: 10402911
    Abstract: A system, method, and computer readable medium for removing credit card numbers from a financial transaction record is provided. A temporary record containing only numeric characters is generated by parsing non-numeric characters from the financial transaction record. Numeric strings are then parsed from the temporary record and evaluated to determine if the parsed numeric strings potentially comprise a credit card number. Numeric strings that are evaluated as potentially comprising credit card numbers may then be further evaluated to determine if the numeric strings comprise valid credit card numbers. The original financial transaction record may then be searched for numeric strings evaluated as valid credit card numbers. Any string of consecutive characters that match a validated credit card number may then be replaced with white space characters or other innocuous characters in the transaction record.
    Type: Grant
    Filed: April 5, 2016
    Date of Patent: September 3, 2019
    Assignee: West Corporation
    Inventors: David Archbold, Scott D. Westbrook, James V. Frisbie
  • Patent number: 10403286
    Abstract: A system and method for facilitating user interaction with a voice application. A VoiceXML browser runs locally on a mobile device. Supporting components, such as a Resource Manager, a Call Data Manager, and a MRCP Gateway Client support operation of the VoiceXML browser. The Resource Manager servers either those files stored locally on the mobile device, or files accessible via a network connection using the wireless or mobile broadband capabilities of the mobile device. The Call Data Manager communicates call-specific data back to the application's system of origin or another configured target system. The MRCP Gateway Client provides the VoiceXML browser with access to media resources via a MRCP Gateway Client.
    Type: Grant
    Filed: September 5, 2017
    Date of Patent: September 3, 2019
    Assignee: West Corporation
    Inventor: Chad Daniel Fox
  • Patent number: 10397397
    Abstract: A system, method and non-transitory computer readable storage medium comprising instructions that when read by a processor perform receiving a telephony connection request, determining addressing information regarding the telephony connection request, the addressing information including at least routing information or a phone number, determining traffic information regarding the telephony connection request based on the addressing information, the traffic information including previous telephony connection requests, sending a reply in response to the telephony connection request, wherein: forwarding the telephony connection request to an intended recipient would result in a system response, and the reply differs from the system response.
    Type: Grant
    Filed: July 5, 2017
    Date of Patent: August 27, 2019
    Assignee: West Corporation
    Inventor: Douglas L. Davis
  • Patent number: 10397401
    Abstract: An example computing system may include one or more of a chassis including an enclosure and a communication interface, and a plurality of server modules that form a PSAP, housed by the enclosure of the chassis, and communicating via the communication interface, wherein the plurality of server modules include a communication server module that interconnects the PSAP to a radio signal, a recorder, a telephone line, and an operator call talking system, a call talking server module that executes a call-taking application for outputting audio of the PSAP to the operator call talking system, and a computer aided dispatch (CAD) server module that outputs a computer aided dispatch for emergency vehicles and/or emergency services via a display device of the operator call talking system.
    Type: Grant
    Filed: March 20, 2018
    Date of Patent: August 27, 2019
    Assignee: West Corporation
    Inventors: Michel Brkovic, Yvon Desnoyers, Mike DeWeese, Papa Diop, Paul Guest, Mario Manzanillo
  • Patent number: 10387848
    Abstract: A method, computer program and apparatus are disclosed that include accessing client data records, such as, medical records. The method for may include, for example, receiving a data file at a file server comprising client records information. The method may also include forwarding the file to a database and adding the file to a record in the database, creating a database file and storing the database file on the file server, and scheduling a call to at least one client, the call including a portion of the information included in the received data file. The method may further provide performing the call, monitoring the call, and may also include updating the client records information stored in the database based on the additional information provided by the at least one client.
    Type: Grant
    Filed: January 3, 2017
    Date of Patent: August 20, 2019
    Assignee: West Corporation
    Inventors: Cindy Rae Nelson, Charles Stephen Fesler, Theodore Ellzey McGallagher
  • Patent number: 10389880
    Abstract: A message processing application may receive at least one inquiry message from a user device in the form or a text message, email or other communication message format. The message may be received and processed to identify the content of the inquiry message to determine whether the inquiry message should be transferred to a live agent or whether the inquiry message should be responded to with an automated response stored in a database.
    Type: Grant
    Filed: February 28, 2017
    Date of Patent: August 20, 2019
    Assignee: West Corporation
    Inventors: James K. Boutcher, Geetha Gopalakrishnan
  • Patent number: 10389881
    Abstract: Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, designating the communication as an active status, identifying an initial communication purpose based on a selection received from the customer device during the communication, and updating the customer record responsive to identifying the initial communication purpose by changing a status of the customer record to permit additional communication options.
    Type: Grant
    Filed: February 13, 2017
    Date of Patent: August 20, 2019
    Assignee: West Corporation
    Inventors: Andrew Bird, Jil M. Fisher, David Stirk, Craig A. Webster
  • Patent number: 10373246
    Abstract: Example embodiments of the present invention may include a method and apparatus configured to authenticate a user transaction (e.g., point-of-sale, ATM transactions, etc.). One example method may include receiving user authentication information during the user transaction and confirming the user authentication information is correct. The method may also include determining a current user location by a location associated with the user's mobile device, and comparing the current user location to a known location of an entity associated with the user transaction. The method may also include authenticating the transaction if the current user location is within a predetermined distance of the known location of the entity associated with the user transaction.
    Type: Grant
    Filed: December 6, 2011
    Date of Patent: August 6, 2019
    Assignee: WEST CORPORATION
    Inventors: Jason H. Groenjes, Michael P. Brown, Gerald M. Price
  • Patent number: 10367937
    Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.
    Type: Grant
    Filed: June 12, 2018
    Date of Patent: July 30, 2019
    Assignee: West Corporation
    Inventors: Adam Caldwell, Jeffrey William Cordell, James K. Boutcher
  • Patent number: 10367941
    Abstract: Communication between callers and call center agents may be optimized. A request message may be transmitted to an application services module to connect with an agent associated with the selection. A contact number of a proxy server may be received from the application service module. The contact number may be utilized to connect with the agent via the proxy server.
    Type: Grant
    Filed: October 2, 2018
    Date of Patent: July 30, 2019
    Assignee: West Corporation
    Inventors: James K. Boutcher, Bruce Pollock
  • Patent number: 10362171
    Abstract: Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, designating the communication as an active status, transmitting an option display link to the customer device via a second communication medium different from the first communication medium, receiving at least one selection from the customer device and identifying a purpose of the communication based on the at least one selection, updating the customer record to indicate multiple modes of communication compliance and to permit additional communication messages to be forwarded to the customer device, and elevating a status of the customer record based on the multiple modes of communication compliance.
    Type: Grant
    Filed: February 13, 2017
    Date of Patent: July 23, 2019
    Assignee: West Corporation
    Inventors: Andrew Bird, Jil M. Fisher, David Stirk, Craig A. Webster
  • Patent number: 10347369
    Abstract: Medical services are offered by various facilities near a patient's residence. The number of facility options continues to grow and the patients can now receive various different health care services. One example method of operation provides receiving updated patient information at a patient profile server, identifying a patient medical profile stored in memory associated with the updated patient information, and updating a patient status based on the updated patient information received, and modifying a patient schedule associated with the at least one patient status and storing the patient schedule in the patient medical profile.
    Type: Grant
    Filed: May 21, 2014
    Date of Patent: July 9, 2019
    Assignee: West Corporation
    Inventors: Robert J. Dudzinski, Jil M. Fisher, Troy G. Hottovy, Pamela Ann Mortenson, Craig A. Webster, Michelle Mason Winston
  • Patent number: 10339563
    Abstract: A method and apparatus of processing pre-stored recipient information and configuring a targeted message to be sent to the recipient(s) is disclosed. One example method of operation includes retrieving a list of recipients and corresponding recipient profile information from a database, and comparing the recipient profile information to at least one target lifestyle segment or persona (e.g., demographics, healthcare spending, consumer spending, and media preferences). The method may also include identifying that the list of intended recipients' profile information matches the target persona, and selecting and transferring a pre-recorded, persona-tailored automated voice call script to the list of recipients according to a minimum response threshold value of the target persona.
    Type: Grant
    Filed: October 19, 2011
    Date of Patent: July 2, 2019
    Assignee: WEST CORPORATION
    Inventors: Scott W. Zimmerman, Corey K. DeGeorge
  • Patent number: 10341489
    Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include receiving a number of calls for customer service support from a corresponding number of customer devices at a call server, prioritizing an order of the calls based on the parsed content, assigning the calls to corresponding agent devices, and modifying the order of the calls based on changes to at least one of the customer status and agent availability.
    Type: Grant
    Filed: May 25, 2017
    Date of Patent: July 2, 2019
    Assignee: West Corporation
    Inventors: Jonathan R. Dirienzi, Jonathan Levine, Eric Weaver
  • Patent number: 10321281
    Abstract: Providing SMS check in and check out, comprising receiving an SMS mobile originated entrance communication from at least one user, authenticating the SMS mobile originated entrance communication, determining at least one location of the authenticated SMS mobile originated entrance communication and authorizing the at least one user to enter the at least one location.
    Type: Grant
    Filed: April 10, 2018
    Date of Patent: June 11, 2019
    Assignee: West Corporation
    Inventors: Joseph E. Zarick, Darren S. Thraen
  • Patent number: 10320914
    Abstract: Monitoring a particular home or place of business for activity may provide a remote subscriber with updated information regarding feedback from sensors at the remote location. One example method of operation may include receiving sensor data from one or more sensors that have been activated at the remote location, identifying a subscriber account associated with the sensor data, matching the sensor data with a predefined sensor identifier stored in the subscriber account, and generating a notification to include the predefined sensor identifier and a time reference indicator associated with a time the sensor data was activated.
    Type: Grant
    Filed: October 31, 2017
    Date of Patent: June 11, 2019
    Assignee: West Corporation
    Inventors: Eileen Clare Frost, James K. Boutcher
  • Patent number: 10313519
    Abstract: A method and apparatus of processing multiple user call records via an IVR call processing application is disclosed. One example method may include receiving a call from a user device, obtaining first user information from a user account stored in a user databank. The first information may be associated with a first call record established during a first previously received call from the user device. The method may also include establishing a first confidence level based on the first user information and obtaining second user information from the user account stored in the user databank. The second user information may be associated with a second call record established during a second previously received call from the user device. The method may also include establishing a second confidence level based on the second user information and transmitting an offer to the user device based on the first confidence level and second confidence level.
    Type: Grant
    Filed: May 17, 2016
    Date of Patent: June 4, 2019
    Assignee: West Corporation
    Inventor: Brian W. Cooper
  • Patent number: 10305877
    Abstract: A system and method for securely bridging mobile-originated Media Resource Control Protocol (MRCP) transactions with at least one Media Resource Server. A mobile device initiates TCP/IP requests to a MRCP Gateway Server over at least one of the wireless and mobile broadband capabilities of the mobile device. The MRCP Gateway Server includes TCP/IP-based ingress, and the MRCP Gateway Server is arranged in front of the at least one Media Resource Server. The Media Resource Server supports MRCP communication. A secure channel may be established between the mobile device and MRCP Gateway Server, and the mobile device may pass authorization credentials, media resource requirements, and additional user-defined data to the MRCP Gateway Server over the secure channel.
    Type: Grant
    Filed: April 14, 2015
    Date of Patent: May 28, 2019
    Assignee: West Corporation
    Inventor: Chad Daniel Fox