Patents Examined by Harry S. Hong
  • Patent number: 10694040
    Abstract: A computer system is described that is configured to generate an entry in a centralized event log for each voice call into a contact center of an organization. The event log system is configured to receive call data associated with action performed during the call and retrieve context data associated with the call from across a plurality of disparate systems used by the contact center to service the call. The event log system is configured to include both the call data and the context data in the call entry, and to correlate the call entry with previous call entries for a same entity identified for the call. The call entry may also include entity profile data as metadata. The pertinent data for the call will be stored in a single, centralized location accessible by any of the front-end systems for use in determining how to handle the call.
    Type: Grant
    Filed: February 26, 2018
    Date of Patent: June 23, 2020
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Julio Jiron, Kevin King, Beth S. Moss, James Lyle Schafer, Kalyan Subramanian, Chris Theodore Kalaboukis, Raziq Yaqub
  • Patent number: 10694032
    Abstract: A method of providing blockchain wireless services in a controlled environment is provided. The method comprises a wireless communication device associated with an inmate of a controlled environment receiving one of a voice and video call from a device external to the controlled environment. The method further comprises the device placing the received call into a hold state and sending a request for validation of the call via a blockchain, the request identifying at least parties to the call. The method further comprises the device, upon receipt of validation, removing the call from the hold state; and enabling at least one of voice and video functionality for the parties. The method further comprises the wireless communication device sending the request for validation to a telecommunications server and the server conducting real time monitoring of the call. The method further comprises the device continuously recording the call.
    Type: Grant
    Filed: July 21, 2019
    Date of Patent: June 23, 2020
    Inventors: Michael Francis Byrne, Brian Francis Byrne
  • Patent number: 10686938
    Abstract: A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.
    Type: Grant
    Filed: December 16, 2019
    Date of Patent: June 16, 2020
    Assignee: LIVEPERSON, INC.
    Inventors: Marc Hayes, Matt Fanning
  • Patent number: 10681211
    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 remotely stored representations of information about the organization along with the IVR phone tree information 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: June 24, 2019
    Date of Patent: June 9, 2020
    Assignee: Zhuangzi Li and Associates
    Inventor: Zhuangzi Li
  • Patent number: 10666798
    Abstract: The present invention relates to methods, systems and apparatus for identifying and acting upon suspect robocalls. An exemplary method embodiment includes the steps of processing call records of a customer to identify calls which are possibly from a robocaller, based on at least one of i) a call characteristic or ii) a call pattern; storing calling party source identification information of the identified calls in a suspect robocall database; processing an incoming call, said processing including comparing calling party source identification information of an incoming call to the calling party source identification information in the suspect robocall database; and completing the incoming call in a standard manner if the incoming call is not in the suspect robocall database; and handling the call as a suspect robocall if the incoming calling party source identification information is in the suspect robocall database.
    Type: Grant
    Filed: December 7, 2017
    Date of Patent: May 26, 2020
    Assignee: Ribbon Communications Operating Company, Inc.
    Inventors: Shaun Jaikarran Bharrat, Tie Ju Chen, Sridhar Kuppanna, Tolga Asveren
  • Patent number: 10666796
    Abstract: The present invention relates to a method and a network device for setting up a voice call. The invention further relates to computer programs and computer program products comprising computer readable medium having the computer programs stored thereon. In a first aspect of the invention a method of setting up a voice call between a first party and a second party is provided. The method comprises acquiring information pertaining to at least one detected state of at least one of the first and the second party, determining whether the acquired information pertaining to the at least one detected state of the at least one of the first and the second party satisfies at least one criterion of a scheduling policy for setting up the voice call; and if so causing the voice call to be set up between the first party and the second party.
    Type: Grant
    Filed: September 18, 2019
    Date of Patent: May 26, 2020
    Assignee: Telefonaktiebolaget LM Ericsson (publ)
    Inventors: Matthew John Lawrenson, Jacob Ström
  • Patent number: 10659600
    Abstract: Telephone calls within one or more telephone networks (or portions thereof) are animated in real time as they occur, or over some past period in real time or at a user-selected speed. Each animated call displays the call's progress from its first connection to its final disconnection, along with intervening connection delays and transition events (e.g., transfers, holds, conferences, etc.). Animated display of multiple concurrent calls allows network administrators to easily and intuitively diagnose telephone network issues and more easily devise solutions, particularly where such display is provided in combination with concurrent measures of telephone network efficiency.
    Type: Grant
    Filed: April 13, 2018
    Date of Patent: May 19, 2020
    Inventors: Beena Jacob, Michael John Barry
  • Patent number: 10659607
    Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
    Type: Grant
    Filed: May 22, 2019
    Date of Patent: May 19, 2020
    Assignee: Avaya Inc.
    Inventors: Gerard Carty, Thomas Moran
  • Patent number: 10659610
    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: May 6, 2019
    Date of Patent: May 19, 2020
    Assignee: CISCO TECHNOLOGY, INC.
    Inventors: Ruchi Gupta, Vipin Palawat
  • Patent number: 10659613
    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 contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow 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: September 3, 2019
    Date of Patent: May 19, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10652393
    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: September 11, 2019
    Date of Patent: May 12, 2020
    Assignee: Verint Americas Inc.
    Inventor: Scott Mackie
  • Patent number: 10645219
    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 5, 2020
    Assignee: Verint Americas Inc.
    Inventors: Scott Mackie, Alastair Grant
  • Patent number: 10638310
    Abstract: A method is disclosed for recording a port of a telephone number from a first network operator to a second network operator, the method comprising receiving details of the port of the telephone number from the first network operator to the second network operator, including data identifying the port of the telephone number in a record data block, wherein the record data block includes a representation of contents of a previous record data block, and distributing the record data block to the first network operator and/or the second network operator.
    Type: Grant
    Filed: February 22, 2018
    Date of Patent: April 28, 2020
    Assignee: Hewlett Packard Enterprise Development LP
    Inventor: Senthil Kumar Subramaniam
  • Patent number: 10637990
    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: May 24, 2019
    Date of Patent: April 28, 2020
    Assignee: United Services Automobile Association (USAA)
    Inventors: Bipin Chadha, Lambros Petropoulos
  • Patent number: 10631085
    Abstract: A microphone array configurable to connect via an Ethernet connection with an audio processor includes a plurality of MEMS microphones (7101-7121), a plurality of sigma-delta modulators (7201-7221), a processor and storage (90), and an Ethernet physical interface (80) operating at a network data transmission rate. Each sigma-delta modulator converts the analog output of a corresponding microphone into a bit stream at an audio sampling rate. The processor and storage performs a data-interleaving operation (92) to combine the bit streams from the sigma-delta modulators into a microphone audio frame serial bit stream (34), and loads the microphone audio frame serial bit stream into a FIFO memory (94) at a FIFO serial data load rate.
    Type: Grant
    Filed: May 7, 2018
    Date of Patent: April 21, 2020
    Assignee: CRESTRON ELECTRONICS, INC.
    Inventor: Philip Kirkpatrick
  • Patent number: 10630843
    Abstract: A computer-implemented method is provided that includes receiving a telephone call placed by a device associated with a user. The user is identified based on a caller identifier obtained from the telephone call. A user identifier is determined for the user based on the caller identifier. Using the user identifier, access is made to a calendar associated with the user to determine from the calendar for the user whether there are any online meetings scheduled for the user at or near a current time. When there is at least one online meeting in the calendar for the user at or near the current time, the user is joined to the at least one online meeting, which results in connecting the telephone call to an audio portion of the at least one online meeting served by a meeting service.
    Type: Grant
    Filed: February 21, 2019
    Date of Patent: April 21, 2020
    Assignee: Cisco Technology, Inc.
    Inventor: Jonathan Rosenberg
  • Patent number: 10623565
    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 preferred hold activity for a contact; presenting, by the at least one computer processor, the preferred hold activity to the contact; and assigning, by the at least one computer processor, the contact to an available agent based on the preferred hold activity.
    Type: Grant
    Filed: February 9, 2018
    Date of Patent: April 14, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventor: Zia Chishti
  • Patent number: 10616391
    Abstract: A method and system for providing a second line service (“SLS”) feature to a subscriber using a telecommunications device (“TD”) which includes receiving at a switch on the network of the subscriber's primary service provider a communication made up of a trigger and a directory number. When the communication is received at the primary service provider's switch, the switch parses the communication and detects the trigger. Once the switch has received the communication, the switch additionally transmits a query message to a SLS platform that manages the SLS feature. As a result of the switch's query message transmission, the switch receives a reply to the query message from the SLS platform. Based at least in part on the reply to the query message, the switch can route the communication such that the switch connects one or multiple voice channel circuit between the subscriber's TD and the terminating TD.
    Type: Grant
    Filed: September 26, 2019
    Date of Patent: April 7, 2020
    Assignee: Movius Interactive Corporation
    Inventors: George Backhaus, Philip Lowman, Jingnesh Gandhi, Julio Gonzalez, John Green, Paul Rubenstein, Mike Speanburg
  • Patent number: 10609220
    Abstract: A gateway, computer program product and a method for accessing an IPA agent, the method may include (a) receiving, by the gateway and over a wired communication link, a request to initiate a phone call; (b) determining, by the gateway, whether to direct the phone call to the IPA agent or to another agent that differs from the IPA agent; (c) directing the phone call to the IPA agent when determining to direct the phone call to the IPA agent; and (d) directing the phone call to the other agent when determining to direct the phone call to the other agent.
    Type: Grant
    Filed: January 24, 2018
    Date of Patent: March 31, 2020
    Assignee: DSP Group Ltd.
    Inventors: Daniel Estrakh, Effi Shiri
  • Patent number: 10609212
    Abstract: A system, methods, and computer program products for performing call tracking in a novel way wherein caller ID data is obfuscated so as to preserve a caller's privacy by protecting their telephone number.
    Type: Grant
    Filed: March 21, 2017
    Date of Patent: March 31, 2020
    Assignee: DIALOGTECH INC.
    Inventors: Irvin M. Shapiro, Shannon M. Price