Patents Examined by Ahmad F. Matar
  • Patent number: 10666799
    Abstract: Provided is an office receptionist system formed from a distributed set of system valets and a system concierge. The system valets record and pass human inquiries at various points of ingress and egress to the system concierge. The system concierge parses each inquiry, determines the type of inquiry being made, and further determines whether the inquiry provides sufficient information for the determined inquiry type. The sufficiency of the inquiry is determined from a rule set that further defines different data sources from which the system concierge obtains data elements for generating a response to the inquiry as well as the actions to perform as part of responding to the inquiry. The response is returned to the system valet originating the inquiry for playback thereon.
    Type: Grant
    Filed: June 20, 2017
    Date of Patent: May 26, 2020
    Inventors: Alexander A. Kazerani, Robert J. Peters, Amir Reza Khakpour
  • Patent number: 10666805
    Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.
    Type: Grant
    Filed: November 21, 2018
    Date of Patent: May 26, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: S. James P. Spottiswoode, Zia Chishti
  • Patent number: 10659485
    Abstract: The present invention relates to communications methods and apparatus dynamically detecting and/or mitigating anomalies in communications systems/networks. An exemplary embodiment includes the steps of: processing a set of call detail records (CDRS), each CDR in said set of CDRs corresponding to an individual call and including multiple information fields providing information about the individual call to which the CDR corresponds, said processing including: generating from said CDRs, on a per CDR basis one or more Field GroupIDs using a hash function; generating for CDRs corresponding to a first Field GroupID a first set of key performance indicators (KPIs), said first set of (KPIs) including one or more KPIs corresponding to the first Field GroupID, said one or more KPIs including at least a first KPI; and determining that a first KPI violation has occurred for the first Field GroupID when the first KPI exceeds a dynamic performance threshold.
    Type: Grant
    Filed: August 7, 2018
    Date of Patent: May 19, 2020
    Assignee: Ribbon Communications Operating Company, Inc.
    Inventors: Shaun Jaikarran Bharrat, Tie Ju Chen
  • Patent number: 10659860
    Abstract: Headphones including a sound output unit, a processing unit, a memory unit, a lighting unit, and a detection unit are provided. The sound output unit is configured to output sound. The memory unit is configured to store a program. The lighting unit is configured to emit light in response to a signal supplied from the processing unit. The detection unit is configured to obtain detection information and supply a detection signal corresponding to the detection information to the processing unit. The processing unit is configured to read out the program, carry out an operation using the detection signal and the program, and supply a signal corresponding to an operation result to the lighting unit.
    Type: Grant
    Filed: January 26, 2017
    Date of Patent: May 19, 2020
    Assignee: Semiconductor Energy Laboratory Co., Ltd.
    Inventors: Hideaki Kuwabara, Natsuko Takase
  • Patent number: 10652392
    Abstract: The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.
    Type: Grant
    Filed: December 19, 2018
    Date of Patent: May 12, 2020
    Assignee: Verint Americas Inc.
    Inventor: Neil Eades
  • Patent number: 10650839
    Abstract: Techniques are provided for reduction of echo in a received audio signal based on infinite impulse response (IIR) acoustic echo cancellation in the frequency domain. A methodology implementing the techniques according to an embodiment includes estimating an echo path transfer function associated with the received audio signal. The received audio signal includes a combination of a speech signal and a reference signal modified by the echo path transfer function. The estimation employs an IIR filter and a finite impulse response (FIR) filter, both of which operate in the frequency domain. The IIR filter is configured to model longer term echo components and the FIR filter is configured to model shorter term echo components. The method further includes applying the filters to the reference signal to generate an echo correction signal which is subtracted from the received audio signal to reduce the echo and generate an estimate of the speech signal.
    Type: Grant
    Filed: June 20, 2019
    Date of Patent: May 12, 2020
    Assignee: Intel Corporation
    Inventors: Amos Schreibman, Shmuel Markovich-Golan
  • Patent number: 10650797
    Abstract: The disclosure includes an acoustic processing network comprising a Digital Signal Processor (DSP) operating at a first frequency and a Real-Time Acoustic Processor (RAP) operating at a second frequency higher than the first frequency. The DSP receives a noise signal from at least one microphone. The DSP then generates a noise filter based on the noise signal. The RAP receives the noise signal from the microphone and the noise filter from the DSP. The RAP then generates an anti-noise signal based on the noise signal and the noise filter for use in Active Noise Cancellation (ANC).
    Type: Grant
    Filed: May 6, 2019
    Date of Patent: May 12, 2020
    Inventor: Amit Kumar
  • Patent number: 10645226
    Abstract: A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.
    Type: Grant
    Filed: March 31, 2016
    Date of Patent: May 5, 2020
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Herbert Ristock
  • Patent number: 10638227
    Abstract: There is provided a method for processing an audio input signal and a corresponding audio filter system. The method includes applying non-linear time-domain processing to the input signal to generate a processed copy of the input signal, transforming the input signal and the processed copy of the input signal to the frequency domain, and performing a comparison in the frequency-domain based on the transformed input signal and the transformed processed copy of the input signal. The method also includes determining at least one control parameter based on the comparison, performing frequency-domain processing of the transformed input signal based on the control parameter, and generating an output signal by transforming the frequency-domain processed signal to the time domain.
    Type: Grant
    Filed: December 2, 2016
    Date of Patent: April 28, 2020
    Inventor: Mattias Arlbrant
  • Patent number: 10638224
    Abstract: A beamforming audio capture apparatus comprises a microphone array (301) which is coupled to a first beamformer (303) and a second beamformer (305). The beamformers (303, 305) are filter-and-combine beamformers comprising a plurality of beamform filters each having an adaptive impulse response. A difference processor (309) determines a difference measure between beams of the first beamformer (303) and the second beamformer (305) in response to a comparison of the adaptive impulse responses of the two beamformers (303, 305). The difference measure may e.g. be used to combine the output signals of the beamformers (303, 305). An improved difference measure less sensitive to e.g. diffuse noise may be provided.
    Type: Grant
    Filed: December 20, 2017
    Date of Patent: April 28, 2020
    Assignee: Koninklijke Philips N.V.
    Inventors: Cornelis Pieter Janse, Brian Brand Antonius Johannes Bloemendal
  • Patent number: 10637988
    Abstract: A system, device and method for generating common actuatable options that initiate a plurality of actions is provided. Interfaces are identified at the one or more display devices, each of the interfaces comprising a respective actuatable option which, when actuated, initiates a respective action, each respective actuatable option having a label. The interfaces are determined to be associated using one or more of: the labels of the respective actuatable options; and the respective actions. In response to determining that the interfaces are associated, a common actuatable option is generated at the one or more display devices, which, when actuated, initiates the respective actions.
    Type: Grant
    Filed: July 10, 2017
    Date of Patent: April 28, 2020
    Inventor: Lee M. Proctor
  • 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: 10623555
    Abstract: Embodiments provide a method for providing a call center supplemental workflow tool, including: receiving from a database a workflow decisional matrix, a plurality of questions, and a plurality of scripts; displaying a web-based graphical user interface on a display providing at least one question or one script; receiving user input; determining, at least another question or at least another script, to be displayed, wherein determining is based upon the user input and the decisional matrix and advances the workflow; based upon the decisional matrix, determining that the workflow has been completed; providing an output of the questions displayed and the user input received; and the output being provided to a primary software application. Other aspects are described and claimed.
    Type: Grant
    Filed: September 27, 2016
    Date of Patent: April 14, 2020
    Assignee: Hartford Fire Insurance Company
    Inventors: Samantha Jaszczuk Elizondo, Taylor Knight Brawner, Andres Pelaez
  • Patent number: 10616418
    Abstract: A telephony client application may dynamically generate call links to trigger calls from a web page. The telephony client application may detect web browsing activity on a personal computer and analyze incoming page data for text elements indicating contact numbers. Upon identification of possible contact numbers, the page data may be “enhanced” or modified to include links to trigger a call to the contact number. The web browser may display the enhanced page. If the user selects one of the links, the telephony client application may send a request, to a service provider, to initiate communication with the selected contact number. In some configurations, a user may specify preferences for selecting a preferred phone number to originate the call. Accordingly, calls may be placed with a click on an enhanced web page from a desktop as if the user is placing a call from a mobile phone.
    Type: Grant
    Filed: November 30, 2017
    Date of Patent: April 7, 2020
    Assignee: T-Mobile USA, Inc.
    Inventor: Ravikiran Reddy
  • Patent number: 10608596
    Abstract: An “anti-clipping” circuit for car audio systems. The circuit reduces the input voltage from a signal source to an analog-to-digital converter by using a divider or by scaling the output of the pre-amplifier to less than the saturation voltage of the ADC. A digital signal processor (DSP) with a limiter algorithm ensures that the signal never exceeds a selected threshold. Then, a multiplying block in the DSP restores the signal to the original voltage level. The anti-clipping circuit protects the speakers from high total harmonic distortion (“THD”) levels and from distortion during engine start-up. It can also be used for thermal power rollback.
    Type: Grant
    Filed: December 24, 2018
    Date of Patent: March 31, 2020
    Assignee: Stillwater Designs and Audio, inc.
    Inventor: Fernando Eid Pires
  • Patent number: 10607631
    Abstract: The purpose of the present invention is to reduce leakage of an output signal between band-pass filters and in the time axis direction. A signal input part 1 vectorizes an input signal x(n). An extended impulse response matrix generation part 2 generates an extended impulse response matrix He in which impulse response vectors using impulse response sequences of band-pass filters as elements are extended in the time axis direction. An expansion coefficient calculation part 3 calculates an expansion coefficient vector {circumflex over (?)}y(n) using an input signal vectors ?x(n) and the extended impulse response matrix He. A signal output part 4 outputs at least one of expansion coefficients corresponding to a center vector of the extended impulse response matrix He of the expansion coefficient vector {circumflex over (?)}y(n).
    Type: Grant
    Filed: December 5, 2017
    Date of Patent: March 31, 2020
    Inventors: Suehiro Shimauchi, Kana Eguchi, Tsutomu Yabuuchi, Kazuhiro Yoshida, Osamu Mizuno
  • Patent number: 10607627
    Abstract: Techniques related to active acoustic echo cancellation are discussed. Such techniques may include generating an audio output signal having a portion thereof corresponding to a first audio frequency range to negate a response of an audio input device to an output from a speaker in a second audio frequency range at a response negation rate and decimating an audio input signal based on the response negation rate to generate a resultant audio input signal.
    Type: Grant
    Filed: June 24, 2019
    Date of Patent: March 31, 2020
    Assignee: Intel Corporation
    Inventor: Sebastian Rosenkiewicz
  • Patent number: 10609219
    Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.
    Type: Grant
    Filed: August 8, 2018
    Date of Patent: March 31, 2020
    Assignee: Avaya Inc.
    Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
  • Patent number: 10601994
    Abstract: The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.
    Type: Grant
    Filed: July 23, 2019
    Date of Patent: March 24, 2020
    Inventors: Kelly Conway, Alan Yengoyan, Douglas Brown, David Gustafson, Christopher Danson
  • Patent number: 10593344
    Abstract: Provided is a sound source localization method including steps of: (a) receiving a mixed signal of a target sound source signal and noise and echo signals through multiple microphones including at least two microphones; (b) generating a binarized mask based on a diffuseness by using a coherence-to-diffuseness ratio CDR, which is information on the target sound source and the noise source, by using the input signal; (c) pre-processing an input signal to multiple microphones by using the generated binarized mask; and (d) performing a predetermined algorithm such as the GCC-PHAT or the SRP-PHAT on the pre-processed input signal to estimate a direction of the target sound source.
    Type: Grant
    Filed: January 23, 2019
    Date of Patent: March 17, 2020
    Inventors: Hyung Min Park, Ran Lee