Patents Examined by Ahmad Matar
  • System and method for providing call-back options
    Patent number: 8155297
    Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.
    Type: Grant
    Filed: April 12, 2004
    Date of Patent: April 10, 2012
    Assignee: JPMorgan Chase Bank
    Inventors: Nitin Dhir, Richard H. Hogrogian, Robert Thomas O'Reilly, Jr., Ravi Kappagantu
  • System and method for transitioning a voice session in progress over a communication network into a voice and data session
    Patent number: 8150014
    Abstract: A system for effecting transition of a private branch exchange (PBX) system-hosted voice only telephone session in progress into a voice session optionally enhanced with a data collaboration channel hosted by a conference bridge includes a call escalation system (CES) application for determining call state of the voice session to be transitioned and for executing a sequence of command requests for effecting the transition based on a trigger event; and a control application server for controlling the PBX switch.
    Type: Grant
    Filed: April 11, 2006
    Date of Patent: April 3, 2012
    Assignee: Alcatel Lucent
    Inventors: Michael S. Wengrovitz, Joao Eduardo Castro De Almeida
  • Optimizing interactive voice response unit port utilization
    Patent number: 8144855
    Abstract: A method of and system for optimizing interactive voice response (IVR) unit port utilization starts each call of a plurality of calls on a separate IVR unit port. The method launches an IVR call flow for each call. Each IVR call flow includes a section that is common to all of the call flows. The method conferences together on a single IVR unit port at least some of the plurality of calls for the common section of the call flow by transferring calls to the single IVR unit port when each transferred call reaches the common section. The method synchronizes the calls conferenced together on the single port by inserting into the call flow on the single IVR unit port an on-hold treatment. The method starts the common section of the call flow when all calls have been transferred to the single IVR unit port.
    Type: Grant
    Filed: August 6, 2007
    Date of Patent: March 27, 2012
    Assignee: International Business Machines Corporation
    Inventors: Peeyush Jaiswal, Naveen Narayan
  • Processing session initiation protocol signaling in voice/data integrated switching system
    Patent number: 8139604
    Abstract: Processing Session Initiation Protocol (SIP) signaling in a voice/data integrated switching system includes: transceiving a message and data between a terminal and a system using a Voice over Internet Protocol (VoIP) SIP “INFO” method upon communication being performed between terminals via an Internet Protocol (IP)network and using a VoIP SIP “MESSAGE” method in an idle state upon communication not being performed between the terminals; processing proprietary signaling of a legacy voice switching system as standard signaling using standard VoIP SIP signaling, and simultaneously and separately processing the standard SIP signaling and the proprietary signaling of the legacy voice switching system in a system using the VoIP SIP signaling.
    Type: Grant
    Filed: February 7, 2005
    Date of Patent: March 20, 2012
    Assignee: Samsung Electronics Co., Ltd.
    Inventor: Eung-Moon Yeom
  • System and method for expedited resolution of inquiries for an automated agent
    Patent number: 8139722
    Abstract: An automated agent system and method includes an action classifier which scores a representation of a portion of a user inquiry based on a knowledge bank. A comparing device compares a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry. An action mechanism provides an early response to the user prior to the user completing the inquiry if the threshold has been exceeded.
    Type: Grant
    Filed: June 3, 2008
    Date of Patent: March 20, 2012
    Assignee: International Business Machines Corporation
    Inventors: Subrata K. Das, Ea-Ee Jan
  • Integrating an IVR application within a standards based application server
    Patent number: 8139730
    Abstract: A method for providing Interactive Voice Response functionality within a multi-tiered telephony environment can identify an enterprise archive file that contains an Interactive Voice Response (IVR) application. The enterprise archive file can contain multiple interpreters for different markup languages. The enterprise archive file can also include a servlet that maps the interpreters to telephony sessions. The enterprise archive file can be deployed within a J2EE compliant application server having a SIP interface. The deployed IVR application can be utilized to provide IVR functions for SIP based telephony sessions.
    Type: Grant
    Filed: October 11, 2005
    Date of Patent: March 20, 2012
    Assignee: International Business Machines Corporation
    Inventors: William V. Da Palma, Brett J. Gavagni, Baiju D. Mandalia, Brien H. Muschette, Wendi L. Nusbickel
  • Calling party ringtone selection in telephone system
    Patent number: 8139745
    Abstract: A ring tone service is provided to a called party upon receiving a call from a calling party at a device of the called party, where the device annunciates the call according to a particular ring tone as determined by the called party. A network-based call control manager receives a notification that the calling party is calling the called party, and the call control manager queries a network-based ring tone manager to determine the particular ring tone. The ring tone manager notifies the call control manager of the determined ring tone, and the call control manager sets up the call to be annunciated at the device of the called party according to the determined ring tone.
    Type: Grant
    Filed: April 15, 2005
    Date of Patent: March 20, 2012
    Assignee: AT&T Intellectual Property I, L. P.
    Inventors: Douglas B. Alston, Frederick C. Iffland, Douglas R. O'Neil, Scott T. Stillman
  • Routing of calls based on agents emotional state
    Patent number: 8130935
    Abstract: An agent's emotional state is used to assist with determining how to route an incoming communication. The factoring in of emotional state can be combined with other performance metrics that can include, for example, any suitable metric for expressing or describing agent performance or agent skill level. For example, the metrics can include revenue generated, revenue generation rate, profitability, profitability generation rate, number of units sold, rate of unit sales, average duration of the contact, a rating quantifying the agents proficiency in handling a contact, the occurrence of a trouble ticket, agent requests assistance, a no sale situation, customer satisfaction indicators, customer attention, value of collections, time to close a sale, one-and-done, and/or any other metric indicating the customer's relationship with the business.
    Type: Grant
    Filed: September 18, 2007
    Date of Patent: March 6, 2012
    Assignee: Avaya Inc.
    Inventors: Marc Coughlan, Alexander Forbes, Ciarron Gannon, Peter D. Runcie, Ralph Warta
  • Call waiting using external notification and presence detection
    Patent number: 8130931
    Abstract: Alerting an intended recipient of a phone call includes identifying an account based on a phone call received from a caller and accessing configuration data related to the account. The configuration data is used to identify an identity associated with the account. One or more external online service provider systems are queried across a network to determine whether the identity is available to receive an electronic communication associated with the phone call. The electronic communication associated with the phone call is sent across the network to the one or more external online service provider systems conditioned on whether the identity is determined to be available to receive the electronic communication. The one or more external online service provider systems send the electronic communication to the identity.
    Type: Grant
    Filed: July 30, 2007
    Date of Patent: March 6, 2012
    Assignee: AOL Inc.
    Inventors: Stephen Vaughan Murphy, Bradford L. Spencer
  • Equalization in capacitively coupled communication links
    Patent number: 8130821
    Abstract: An integrated circuit containing a communication channel is described. This communication channel includes a transmit circuit configured to transmit signals using a voltage-mode driver, a receive circuit, and a capacitive link that couples the transmit circuit to the receive circuit. The communication channel includes a filter with a capacitive-summing junction to equalize signals communicated between the transmit circuit and the receive circuit.
    Type: Grant
    Filed: May 18, 2006
    Date of Patent: March 6, 2012
    Assignee: Oracle America, Inc.
    Inventors: Robert D. Hopkins, Ronald Ho, William S. Coates, Robert J. Drost
  • Method and apparatus for implementing a network element in a communications network
    Patent number: 8130932
    Abstract: A method and apparatus for implementing a network element in a communications network are described. In one example, a set of service provider defined interfaces are defined, wherein each of the service provider defined interfaces is associated with a network element class. The set of service provider defined interfaces is then provided to a manufacturer of a particular network element class. Afterwards, a new network element from the manufacturer having the set of service provider defined interfaces is implemented in the communications network.
    Type: Grant
    Filed: December 30, 2005
    Date of Patent: March 6, 2012
    Assignee: AT&T Intellectual Property II, L.P.
    Inventors: Marian Croak, Hossein Eslambolchi
  • Results-based routing of electronic communications
    Patent number: 8126133
    Abstract: A method for performing results-based routing of telephone calls. Agents handle telephone calls seeking or inquiring into a product or service. Agents are distributed among agent pools, with each pool being defined by one or more criteria, on a real-time and/or batch basis. Such criteria may reflect an agent characteristic (e.g., age, geographical location, language, hobby, skill), a level of agent performance (e.g., number or amount of sales, speed or efficiency in providing a service) or some other factor. When a call is received at a call manager, a pool of best agents or some other pool is selected (e.g., by weighting, by statistical distribution). The best available agent in that pool is identified and the call is routed to that agent. The call manager, or other entity, may record some or all of the call (e.g., voice conversation, the agent's computer input during the call).
    Type: Grant
    Filed: April 1, 2004
    Date of Patent: February 28, 2012
    Assignee: LiveOps, Inc.
    Inventors: James Everingham, Lloyd William Tabb, Terry Weissman, Will Scullin
  • System and method for coupling an instant messaging session with a PBX call session
    Patent number: 8126130
    Abstract: System and method for coupling an IM session with a PBX call session are described. One embodiment is a multimedia session manager system comprising a first controller for controlling telephony services to a plurality of terminals; and a second controller for controlling IM services to a plurality of user communications devices; and wherein, responsive to application of a private branch exchange (“PBX”) service to a telephony call, the second controller automatically applies a corresponding IM service to an IM session associated with the telephony call.
    Type: Grant
    Filed: November 18, 2005
    Date of Patent: February 28, 2012
    Assignee: Alcatel Lucent
    Inventors: Timucin Ozugur, Jack Jachner
  • Method and apparatus for audio conference bridge initiated remote device muting
    Patent number: 8116442
    Abstract: Method and apparatus for providing an audio conference bridge initiated remote device muting are disclosed. In a preferred embodiment, a conference bridge is configured to detect a remote mute request from a remote Voice over Internet Protocol (VoIP) device, such as a VoIP telephone. Responsive to this request, the conference bridge sends an indication to the remote VoIP device to cease transmitting audio traffic while still transmitting out-of-band DTMF data.
    Type: Grant
    Filed: November 30, 2004
    Date of Patent: February 14, 2012
    Assignee: Cisco Technology, Inc.
    Inventor: Phillip A. Remaker
  • System and method of publishing contact information
    Patent number: 8116444
    Abstract: A system and method of publishing contact information is disclosed. In a particular embodiment, the method includes receiving a command to publish a collection of contacts to a plurality of recipients, where the collection of contacts is associated with a network address book of a sender. The method also includes receiving a distribution list that identifies the plurality of recipients. Additionally, the method includes sending a notification to each of the plurality of recipients, where the notification includes an invitation to subscribe to the collection of contacts. The method also includes sending the collection of contacts to at least one of the plurality of recipients who subscribes to the collection of contacts.
    Type: Grant
    Filed: February 1, 2006
    Date of Patent: February 14, 2012
    Assignee: AT&T Intellectual Property, L.P.
    Inventors: Larry B. Pearson, Aaron W. Bangor, Jeffrey L. Brandt, James T. Miller, Stephen M. Mueller, Douglas F. Reynolds
  • Apparatus and method for providing on-hold information based on preference of user
    Patent number: 8107596
    Abstract: A method and apparatus for providing on-hold information to a telecommunication terminal that has been placed on-hold during a telecommunication call by receiving a message designating that the telecommunication terminal is to be placed on-hold from a far-end of the telecommunication call, and transmitting an on-hold message to the user of the telecommunication terminal where the on-hold message is selected by the user and generated at a near-end of the telecommunication call.
    Type: Grant
    Filed: December 29, 2005
    Date of Patent: January 31, 2012
    Assignee: Avaya Inc.
    Inventors: Christopher Reon Gentle, Lisa Yoshiko Kawahara, Ashis Kumar Maity, Michael John Thomas
  • Context recovery for call center agents
    Patent number: 8107613
    Abstract: A call center processes calls in such a way that a caller's matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller's matter handled by the first agent. Subsequently, the second agent is given an opportunity to play back the voice recording prior to the second agent handling the caller's matter. In this way, the caller is not required to repeat the same information to both the first and second agents.
    Type: Grant
    Filed: March 23, 2007
    Date of Patent: January 31, 2012
    Assignee: Avaya Inc.
    Inventor: Srinivasa R. Gumbula
  • Methods and systems for telephony call-back processing
    Patent number: 8107609
    Abstract: The present invention provides flexible call processing. In one embodiment, a first call from a calling party intended for a called party is received at a call processing system. The call processing system places a second call to a telephonic device associated with the called party. The calling party and called party communicate via the first and second calls. A determination is made that the first call has been terminated. A call-back instruction is received from the called party while the second call is still in place. At least partly in response to receiving the call-back instruction, a third call is placed to a terminal associated with the calling party. The calling party and the called party can communicate via the second call and the third call.
    Type: Grant
    Filed: December 5, 2005
    Date of Patent: January 31, 2012
    Assignee: Callwave, Inc.
    Inventors: David S. Trandal, Robert Smith
  • Apparatus and method for switching from overlap signaling to en bloc signaling in a data network
    Patent number: 8102989
    Abstract: Gateways facilitate communication of voice traffic from a calling party to a called party over a packet network. To establish a communication session, an originating gateway sends one or more initial call control messages using overlap signaling to a destination gateway. The destination gateway may be unable to establish the communication session using overlap signaling. The destination gateway signals the originating gateway, such as by indicating that the communication session could not be established because of an incomplete or invalid destination address. The originating gateway then attempts to establish the communication session using en bloc signaling. In this way, an attempt that fails due to the use of overlap signaling is retried using en bloc signaling.
    Type: Grant
    Filed: August 16, 2005
    Date of Patent: January 24, 2012
    Assignee: Avaya Inc.
    Inventor: L. Patrick Findlay
  • Method and system for providing a camp-on hold service
    Patent number: 8102985
    Abstract: A method for providing a camp-on hold service comprises detecting a hold condition between a first user and a second user and establishing a call hold by placing the call on hold. The method also comprises receiving a request from the second user to camp-on to the call hold and monitoring the status of the first user during the call hold. The method also comprises receiving an indication that the first user is available to continue communications with the second user and notifying the second user that the first user is available to continue communications with the second user.
    Type: Grant
    Filed: November 11, 2005
    Date of Patent: January 24, 2012
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Labhesh Patel, Mukul Jain, Denise G. Caballero-McCann