Patents Examined by Harry S. Hong
  • Patent number: 10348899
    Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
    Type: Grant
    Filed: March 15, 2018
    Date of Patent: July 9, 2019
    Inventors: Yevgeniy Petrovykh, Herbert Willi Artur Ristock, Vidas Placiakis, Alex Petrov
  • Patent number: 10346750
    Abstract: Upon receiving an inbound call, a call management system retrieves from a customer database enterprise customer data associated with an identified customer. The customer database tracks prospects, leads, new business and purchasers of an enterprise. Enterprise customer data may include customer event data, activity event data and attributions data. The system retrieves customer demographic data associated with the identified customer. A group of agents is selected from a plurality of groups of agents based on retrieved enterprise customer data. A predictive model determines a value prediction signal for the identified customer, then classifies the identified customer into a first value group or a second value group. The system routes a customer call classified in the first value group to a first queue position, and routes a customer call classified in the second value group to a second queue position. for connection to an agent from the selected group of agents.
    Type: Grant
    Filed: February 4, 2019
    Date of Patent: July 9, 2019
    Assignee: Massachusetts Mutual Life Insurance Company
    Inventor: Sears Merritt
  • Patent number: 10334104
    Abstract: The invention herein disclosed provides the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information about or provided by the company along with the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.
    Type: Grant
    Filed: October 17, 2017
    Date of Patent: June 25, 2019
    Inventor: Zhuangzi Li
  • Patent number: 10320974
    Abstract: The invention namely provides a presence server (103) comprising: a data repository in which is stored a plurality of user (106, 107) identities recorded in association with at least one device address and a status, an input interface for receiving a busy or available status updating request (2) comprising an address of a calling device (201) and a called user (107) identity of a user of a called device (202), a processing unit configured to: when the input interface receives the busy status updating request (2): retrieve from the data repository a calling user (106) identity, change the status associated to the calling user (106) identity into a busy status, when the input interface receives the available status updating request (7), change the status associated to the calling user identity into an available status, an output interface to access the status of user identities.
    Type: Grant
    Filed: December 21, 2015
    Date of Patent: June 11, 2019
    Inventor: Moussa Zaghdoud
  • Patent number: 10313518
    Abstract: Disclosed is a voice messaging and calling system for inmates and their friends and family (collectively referred to as “outsiders”). It extends existing inmate telephone systems (“ITS”) without requiring any additional installation within correctional facilities or modifications to the existing ITS. An existing ITS provides functional restrictions, security restrictions and privacy limitations. The described system enhances the existing ITS to reduce the functional restrictions by adding the ability to leave voicemail messages when outsiders are unavailable and return calls to, or leave messages for, multiple outsiders in a single call. An additional enhancement allows outsiders to leave messages for the inmate at any time, which the inmate can listen to later. The security restrictions and privacy limitations are unaffected and left in place. The described system also reduces costs for inmates by allowing them to leave messages for and return calls to, multiple outsiders in a single call.
    Type: Grant
    Filed: August 3, 2018
    Date of Patent: June 4, 2019
    Assignee: Corrio, SPC
    Inventors: Eric Juvet, Sam Baker, Alex Peder
  • Patent number: 10313514
    Abstract: A method for mediating a communication session between a first user and a second user is disclosed. The method includes storing, in a registry, device information for the second user. The device information includes a list of two or more devices associated with the second user, and, for each device, a list of one or more capabilities of the device. The method also includes selecting, for a communication session of a first type, a second device from the list of two or more devices by sorting the plurality of device information. Additionally, the method includes receiving a request to open a communication session with the second user. The request originates from a first device of the first user and includes a first session type identifier of the first type. Further, the method includes, in response to receiving the request, returning a response including device information of the second device.
    Type: Grant
    Filed: February 21, 2018
    Date of Patent: June 4, 2019
    Assignee: Plantronics, Inc.
    Inventors: Cary Bran, Shantanu Sarkar
  • Patent number: 10306382
    Abstract: The present disclosure relates to an RF antenna adapted to receive and/or transmit electromagnetic RF signals within a first frequency range enclosing a first frequency of resonance of the RF antenna, the RF antenna comprising: an electrically conductive antenna element having a feed for electrically connecting to an RF transmitter and/or an RF receiver; an electronic component adapted to receive and/or provide one or more electric signals from/to an electronic circuit within a second frequency range not overlapping the first frequency range; and one or more electric leads electrically connected to lead the one or more electric signals between the electronic component and the electronic circuit, each of the one or more electric leads being electrically connected to the electronic circuit through a respective inductor adapted to reflect and/or attenuate signals within the first frequency range and pass signals within the second frequency range.
    Type: Grant
    Filed: October 18, 2018
    Date of Patent: May 28, 2019
    Assignee: OTICON A/S
    Inventors: Jens Troelsen, Oliver Sundberg, Kåre Tais Christensen, Henning Knak Poulsen
  • Patent number: 10306063
    Abstract: In one embodiment described herein, an omnichannel supervision interface system and method includes a hardware processor, and a graphics engine executed by the processor for displaying a first portion to display, for one contact center agent among a plurality of contact center agents, a near-real time transcript of the contact center agent's conversation with one customer over a plurality of channels, and a second portion to display a first media category of a session of the contact center agent and the customer, wherein the omnichannel supervision interface is operative to display a plurality of channels for the plurality of contact center agents. Related methods, apparatus, and systems are also described.
    Type: Grant
    Filed: December 7, 2016
    Date of Patent: May 28, 2019
    Inventors: Ruchi Gupta, Vipin Palawat
  • Patent number: 10306065
    Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.
    Type: Grant
    Filed: July 12, 2018
    Date of Patent: May 28, 2019
    Assignee: State Farm Mutual Automobile Insurance Company
    Inventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
  • Patent number: 10306066
    Abstract: Embodiments may include apparatuses, computer readable mediums, and methods to directly connect and engage a visitor to a custom website or application with an operator. In addition, an authentication of visitor's identity entered into an inter-enabled device may be confirmed and carried through to a call center. In an embodiment, a dynamic phone number may be allocated to the visitor. The dynamic phone number may be displayed on the custom website in the visitor's browser when a visitor lands on the custom website or when the visitor authenticates his or her identity through the custom website. When a visitor calls the dynamic number from any device, the call may be directed from a back-end service to an Interactive Voice Response system (IVR), where the visitor may be connected to an operator without additional authentication steps.
    Type: Grant
    Filed: June 22, 2016
    Date of Patent: May 28, 2019
    Assignee: SaleMove, Inc.
    Inventors: Justin DiPietro, Daniel Michaeli, Carlos Paniagua, Urmas Talimaa
  • Patent number: 10306068
    Abstract: Systems and methods solve functions relating to load balancing, call routing, and costs in call center networks for specific parameters. Systems and methods can also utilize machine learning to provide specific parameters relating to load balancing, call routing, and costs in call center networks.
    Type: Grant
    Filed: July 6, 2017
    Date of Patent: May 28, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventors: Bipin Chadha, Lambros Petropoulos
  • Patent number: 10298754
    Abstract: Methods, systems, and devices for consumer contact are described. In some aspects, an example method may include receiving an indication to notify a consumer and identifying a text-capable contact number associated with the consumer. The example method may also include determining a disconnect date at which the text-capable contact number was disconnected and comparing the disconnect date with a notification date associated with receiving the indication to notify the consumer. Additionally, the example method may include determining whether to notify the consumer via the text-capable contact number based on the comparison of the disconnect date with the notification date. In some aspects, the example method may include identifying whether a primary contact number for which to notify the consumer is a text-capable phone number. In other aspects, the example method may include soliciting the consumer to obtain a substitute contact number that can be used as a text-capable contact number.
    Type: Grant
    Filed: December 30, 2016
    Date of Patent: May 21, 2019
    Inventors: Lyle M. Green, Charles E. Russo, Randolph A. Rice, Stephen M. Forrette
  • Patent number: 10291772
    Abstract: A telephony communications system for detecting abuse in a public telephone network to which a telephone network subscriber is connected includes: a telephone system server, configured to: emulate an extension subscriber in order to simulate the existence of the emulated extension subscriber of the telephone system vis-à-vis an attacking entity, receive a control command from the attacking entity to establish a telephone connection between the emulated extension subscriber and the telephone network subscriber, and send a connection request to the telephone network subscriber in response to receiving the control command in order to initiate the establishment of the telephone connection between the emulated extension subscriber and the telephone network subscriber; and a telephone network abuse detection device configured to detect an abuse attempt in the public telephone network on the basis of the telephone network address of the telephone network subscriber.
    Type: Grant
    Filed: March 31, 2017
    Date of Patent: May 14, 2019
    Inventors: Tobias Martin, Gerald Lumma, Ulrike Weber, Dieter Wuest, Soenke Gruetzmacher
  • Patent number: 10291778
    Abstract: Systems and methods that enhance or route data messages, for example by optimizing transmission of data packets through a computer network between devices is provided. The intermediary device can receive a data message having a characteristic. A session management mechanism can identify, based on the characteristic of the message and a characteristic of a pre-existing session, a tuple. Based on the tuple, the session management mechanism can modify the pre-existing session to generate a modified pre-existing session that includes the data message. A session lobby mechanism can obtain an indication of the modified pre-existing session and can pool the modified pre-existing session with a plurality of additional sessions. Responsive to a selection received by the session assignment mechanism from a live interaction component of a contact center agent computing device, the session assignment mechanism can provide the modified pre-existing session to a contact center agent computing device.
    Type: Grant
    Filed: August 21, 2018
    Date of Patent: May 14, 2019
    Inventors: Thomas Spencer McCarthy-Howe, Gary George Brandt
  • Patent number: 10291779
    Abstract: An objective is to provide a call center system operable in accordance with various signaling specifications without causing an automatic call distributor to cope with the various signaling specifications. A call-originator terminal 101 includes a virtual call device 105 transmitting a different signal to a call center 100 from signaling. The call center 100 includes an automatic call distributor 118 selecting a terminal in a call-center-terminal group 102 upon receiving the signal from the virtual call device 105. In addition, the call-originator terminal 101 and the call center 100 include respective telecommunication-device control devices 107, 115, giving, to either one of the call-destination terminal 113 selected by the automatic call distributor 118 and the call-originator terminal 101, a telecommunication device ID of the other terminal, and causing the one terminal to start signaling for transmitting an actual call to the other terminal based on the telecommunication device ID.
    Type: Grant
    Filed: April 8, 2014
    Date of Patent: May 14, 2019
    Assignee: NEURONET INC.
    Inventors: Hirofumi Maekawa, Hidekazu Kubota
  • Patent number: 10291782
    Abstract: Systems and methods for a work distribution service. At a multi-tenant platform that provides a work distribution service for a plurality of external systems, a priority is assigned to a first work item of a first external system. The work item is received via a RESTful work item API call request. The priority is assigned based on work item attributes of the work item and a workflow instruction corresponding to workflow information specified by the work item. The workflow instruction is provided by the external system via a RESTful Workflow API. A worker is assigned to the work item based on: the priority of the work item, the workflow information, and worker state managed by the first external system via a RESTful Worker API. The worker state includes worker attributes. The work item is generated by the external system, and the workflow instruction is managed by the external system.
    Type: Grant
    Filed: May 14, 2018
    Date of Patent: May 14, 2019
    Assignee: Twilio, Inc.
    Inventors: John Wolthuis, Robert Brazier
  • Patent number: 10284727
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: March 12, 2018
    Date of Patent: May 7, 2019
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10277743
    Abstract: A technology is described for configurable contact flows implemented using a contact flow service. An example method may include activating a contact flow in response to a request to establish a contact center session. The contact flow may be used to provide automated contact service communications to end users using computing resources hosted within a computing service provider environment. A starting prompt specified by the contact flow may be output using a communication channel. Input data may be received via the communication channel in response to the starting prompt. The input data may be analyzed to identify an intent identifier included in the input data and a contact flow action linked to the intent identifier may be executed.
    Type: Grant
    Filed: March 21, 2017
    Date of Patent: April 30, 2019
    Assignee: Amazon Technologies, Inc.
    Inventors: Saket Agarwal, Joseph Daniel Sullivan, Pasquale DeMaio, Jon Russell Jay, Jaswinder Singh Randhawa, Nihal Chand Jain
  • Patent number: 10275338
    Abstract: A computer system assists in fixing issues. Ticket management logic receives an issue detected on a device. Diagnosing logic identifies the issue based on contextual information received from the device and stores issue data related to the issue into a data store. Routing logic receives an indication of a flagged component of the issue data, flagged by a developer, and initiates communication between a user and the developer based at least in part on the flagged component.
    Type: Grant
    Filed: April 4, 2017
    Date of Patent: April 30, 2019
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Jered D. Aasheim, Tai Chian Chou, Pranish A. Kumar, Kun Zhang
  • Patent number: 10277744
    Abstract: A system and method for performance-based routing of interactions in a contact center. A routing server receives information on an interaction to be routed, and identifies a call reason for the interaction. The identification of the call reason may be based, for example, speech analytics. The routing server identifies one or more agents having experience in handling the topic. The routing server further determines a proficiency level of the identified agents in handling the topic, and selects one of the identified agents having at least a minimum level of proficiency. The routing server transmits a message for routing the interaction to the selected agent.
    Type: Grant
    Filed: February 6, 2018
    Date of Patent: April 30, 2019
    Inventors: Yochai Konig, Herbert Willi Artur Ristock