Patents Examined by Karen L. Le
  • Patent number: 8010124
    Abstract: Systems for providing location determination information to an assisted location service associated with a wireless communication network include a satellite positioning system receiver that generates a set of first format location information based on measurements of signals transmitted from positioning system satellites. A conversion circuit of the system, separate from the satellite positioning system receiver, is configured to receive the set of first format location information from the satellite positioning system receiver and to convert the set of first format location information to a second format, different from the first format to provide the location determination information. The system further includes a transmitter configured to transmit the location determination information to the assisted location service over the wireless communication network.
    Type: Grant
    Filed: March 24, 2003
    Date of Patent: August 30, 2011
    Assignee: Sony Ericsson Mobile Communications AB
    Inventors: William R. Osborn, Leland S. Bloebaum
  • Patent number: 7945042
    Abstract: A method and apparatus for switching active calls from one entity to another on a network device. The method includes the steps of collecting the call information, designating a second, or target, entity to receive the call, and switching the call. If compression is being used in the call, the method will include the steps of copying the compression dictionary tables and loading the tables in the second entity. The apparatus includes a controller and at least two entities. A connector connects the entity with incoming or outgoing phone calls. The controller switches the active call from a first entity to a second entity.
    Type: Grant
    Filed: December 29, 2000
    Date of Patent: May 17, 2011
    Assignee: CISCO Technology, Inc.
    Inventors: Jerry Dwight Doty, II, Luis A. Viriato, Ronald Royce Meadows
  • Patent number: 7907598
    Abstract: A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
    Type: Grant
    Filed: December 22, 2005
    Date of Patent: March 15, 2011
    Assignee: Genesys Telecommunication Laboratories, Inc.
    Inventors: Nikolay Anisimov, Petr Makagon, Herbert Willi Artur Ristock, David Anderson, Colin Michael Leonard, Yi Zhang, Vitaliy Teryoshin
  • Patent number: 7864946
    Abstract: Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.
    Type: Grant
    Filed: February 22, 2006
    Date of Patent: January 4, 2011
    Assignee: Verint Americas Inc.
    Inventors: Jason Fama, Michael Robert Bourke, Edward Hamilton, Jeff Iannone, Illah Nourbakhsh, Joseph Watson, Kevin Hegebarth
  • Patent number: 7853006
    Abstract: Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.
    Type: Grant
    Filed: February 22, 2006
    Date of Patent: December 14, 2010
    Assignee: Verint Americas Inc.
    Inventors: Jason Fama, Michael Robert Bourke, Jr., Edward Hamilton, Jeff Iannone, Illah Nourbakhsh, Joseph Watson, Kevin Hegebarth
  • Patent number: 7847815
    Abstract: In one embodiment, a method includes capturing a facial image of a participant to a video conference session from a video stream of the video conference session. A database containing a plurality a stored facial images is then accessed in an attempt to match the facial image with one of the stored facial images. Each stored facial image is associated with information in the database associated with a person, the information being retrieved in the event of a match. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.
    Type: Grant
    Filed: October 11, 2006
    Date of Patent: December 7, 2010
    Assignee: Cisco Technology, Inc.
    Inventors: Labhesh Patel, Sanjeev Kumar, Mukul Jain, Joseph F. Khouri
  • Patent number: 7818283
    Abstract: A business process automation system architecture is used to isolate problems in a virtual private network access network. Codified rules and a rules based program are used to determine all equipment from a customer premises equipment to a VPN core access point equipment on a VPN access path and that is associated with a failure. The codified rules also govern the gathering of information on the equipment including determining whether the equipment supports automated diagnostics and the communication protocols used. Extended PING testing is done on the equipment and a status of the extended PING test, link status, line protocol status, and existing loop status is determined. Further testing is automatically run based on the codified rules and the status. The failure is then isolated to the CPE, a local exchange carrier, or a network provider.
    Type: Grant
    Filed: December 22, 2005
    Date of Patent: October 19, 2010
    Assignee: AT&T Corp.
    Inventors: Paritosh Bajpay, Roberta A. Bienfait, Mojgan Dardashti, Hossein Eslambolchi, Jackson Liu, John McCanuel, Zhiqiang Qian, Michael J. Zinnikas
  • Patent number: 7813491
    Abstract: A method of AIN query redirection is performed by a first SCP in a telecommunication network. The first SCP receives a query from an originating SSP and determines that a second SCP should service the query. The query is then populated with information from the originating SSP as well as appropriate routing information to send the query to a second SCP where a response is generated by the second SCP. The query response is sent back from the second SCP to the originating SSP without passing through the first SCP.
    Type: Grant
    Filed: March 18, 2004
    Date of Patent: October 12, 2010
    Assignee: AT&T Intellectual Property I L.P.
    Inventors: James D. Kovarik, Duane M. Figurski
  • Patent number: 7804950
    Abstract: Methods, systems, and computer program products for determining routings of communications. Methods include receiving a communication for a receiving party and determining one or more potential locations of the receiving party. A probability that the receiving party is at each of the potential locations is calculated based on a statistical model. It is determined which of the potential locations has the highest probability. Routing of the communication to the potential location with the highest probability is initiated.
    Type: Grant
    Filed: December 22, 2005
    Date of Patent: September 28, 2010
    Assignee: AT&T Intellectual Property I, L.P.
    Inventor: William Daniell
  • Patent number: 7792528
    Abstract: Methods and systems for provisioning IMS networks with Virtual Service Organizations (VSOs) or Mobile Virtual Network Operators (MVNOs) that have distinct service logic, enabling VSOs and MVNOs to provide distinctive service experiences. Call models are provisioned so that different users can have distinct IMS service experiences. The IMS network includes a serving call state control function (S-CSCF) for providing user device session control. A database having selectable call model information associates IMS service codes with application servers (ASs) based on a user/group identity. S-CSCF logic receives a service request having a user identity, accesses the database, and instantiates a call model having filter codes that associate IMS service codes with ASs. The ASs have service logic to provide services for a corresponding IMS service code.
    Type: Grant
    Filed: June 24, 2005
    Date of Patent: September 7, 2010
    Assignee: Aylus Networks, Inc.
    Inventors: Shamim A. Naqvi, Prasad S. Dorbala, Ellis L. Wong, Mahesh N. Ganmukhi
  • Patent number: 7783026
    Abstract: The invention provides a system and method for configuring a connection for a port in an electronic device. The system comprises: an interface circuit to process signals for the connection for the port; an interface circuit connection bus connecting to the interface circuit; a port connection bus connecting to the port; and a removable wiring adapter providing a connection circuit connecting tracks in the interface connection bus to tracks in the port connection bus.
    Type: Grant
    Filed: December 29, 2005
    Date of Patent: August 24, 2010
    Assignee: Aastra Telecom Schweiz AG
    Inventors: Mario Giacometto, Stephan Nufer
  • Patent number: 7587207
    Abstract: A communications system comprises at least one beacon device capable of wireless message transmission and at least one portable device capable of receiving such a message transmission. The beacon is arranged to broadcast a series of inquiry messages each in the form of a plurality of predetermined data fields arranged according to a first communications protocol, such as Bluetooth. For the delivery of additional data via broadcast, and in particular data including location information, the beacon adds to each inquiry message prior to transmission an additional data field carrying broadcast data, with the portable device receiving the transmitted inquiry messages including the location data and reading the broadcast data from the additional data field.
    Type: Grant
    Filed: June 7, 2001
    Date of Patent: September 8, 2009
    Assignee: IPG Electronics 503 Limited
    Inventors: Robert J. Davies, Saul R. Dooley
  • Patent number: 7573996
    Abstract: The present invention provides presence-aware systems. More specifically, methods and systems are provided that enable a contact center to utilize presence information when servicing a contact. When the presence of a particular customer is detected, such information may be provided to or otherwise ascertained by the contact center. Once the contact center has the presence information it may use it to determine how best to call back the customer such that it is convenient for the customer and an agent of the contact center.
    Type: Grant
    Filed: October 3, 2006
    Date of Patent: August 11, 2009
    Assignee: Avaya Inc.
    Inventor: Anand H. Somani
  • Patent number: 7564957
    Abstract: Methods and systems are provided for call center screening that enable a network service provider to dynamically control service request traffic directed to selected service centers. An Advanced Intelligent Network (AIN) service is configured to intercept calls originating from calling parties and directed to trigger numbers designated for processing predetermined service requests. Depending upon the trigger number, the AIN may play an announcement asking a calling party to designate the service requested. Following a calling party's valid response, a second announcement is played asking the calling party to select the type of service associated with the first response. Depending upon the calling party's responses and calling party's location, the AIN may route the call to selected service centers, in order to control the traffic to overloaded service centers.
    Type: Grant
    Filed: October 20, 2000
    Date of Patent: July 21, 2009
    Assignee: Verizon Corporate Services Group Inc.
    Inventors: Douglas J. Cowell, Ravi Narayan
  • Patent number: 7555111
    Abstract: A system and method that enables callers to dial a subscription code instead of a telephone number to reach a subscriber of the subscription code. The system includes a lookup table that associates the subscription code with the subscriber's telephone number. The system also uses a routing device that is in communication with the lookup table. The routing device is adapted to receive calls that were initiated by callers using the subscription code. When a call originated by a caller using the subscription code is received by the routing device, the routing device reviews the lookup table to retrieve the telephone number that is associated with the subscription code. The telephone number is then used by the routing device to terminate the call to the telephone number.
    Type: Grant
    Filed: November 29, 2001
    Date of Patent: June 30, 2009
    Assignee: AT&T Intellecutal Property I, L.P.
    Inventor: Benjamin V. Smith
  • Patent number: 7551601
    Abstract: In a wireless network service provision method of providing communication services including internet connection by permitting access to a predetermined access point in a limitative area via wireless LAN or like local wireless interface, when a user subscribed to the communication service system accesses the pertinent access point, payload processing is executed in unique processing method to each user, and each user is discriminated according to data of the processed parts.
    Type: Grant
    Filed: December 2, 2003
    Date of Patent: June 23, 2009
    Assignee: NEC Infrontia Corporation
    Inventors: Bunichi Inagi, Yoshikazu Kobayashi
  • Patent number: 7545925
    Abstract: A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data associated with the calling party. If it is determined that the calling party is a first time caller, the repair call is routed to a first group of customer service assistants. If it is determined that the calling party is a repeat caller, the repair call is routed to a second group of customer service assistants. The calls may be routed based on an input entered into the system by a calling party. The input may be a voice command or a predetermined key on a telephone keypad.
    Type: Grant
    Filed: December 6, 2002
    Date of Patent: June 9, 2009
    Assignee: AT&T Intellectual Property I, L.P.
    Inventor: Robin Williams
  • Patent number: 7542558
    Abstract: A system and method provide callee activity mode information to a caller (including a potential caller). Thus the caller can find out the current callee activity mode, and the callee's availability to receive telephone calls. Callees can configure the system and method to provide different types of information depending on various factors including caller identity. The invention provides functionality for displaying callee activity mode information after a call is attempted, or before it is attempted, or both.
    Type: Grant
    Filed: February 16, 2005
    Date of Patent: June 2, 2009
    Assignee: Avaya Inc.
    Inventors: Mark D. Klein, Michael Scott Manzo, Tamara Hills Mahmood, Andrew M. Maurer, Michael J. Kolbly, Ronald D. Stelter, Douglas L. Brackbill
  • Patent number: 7529363
    Abstract: A tone detector able to detect multicomponent tones for various tone formats is disclosed. An input signal is received and frequency and amplitude components, if any, of each sample of the incoming signal are estimated. In estimating the components, a current digit value is used to appropriately filter the input signal and estimate frequency and amplitude components. Using the component estimates, a new digit value is determined using a table in storage corresponding to the current tone format. The new digit value corresponds to the symbol whose components are closest in value to the estimated components corresponding to the current digit value. The new digit value is fed back as the current digit value and used in combination with a next sample of the input signal to determine a new digit value. A decision unit is used to process the digit values to determine when a valid symbol is detected.
    Type: Grant
    Filed: November 12, 2002
    Date of Patent: May 5, 2009
    Assignee: Freescale Semiconductor, Inc.
    Inventors: Lucio F. C. Pessoa, Valentin Emiya, David Melles, Delphine Vallot
  • Patent number: 7522720
    Abstract: A method for managing CTI data in an automatic call distribution ACD is described. In this case, caller data is determined by a call center forwarding CCR and/or an interactive voice response unit is transmitted to a CTI instance CTII for forwarding control, with customer data being extracted from a customer database KDB and entered in a customer data document KDD to which access takes place from an agent workstation AWP.
    Type: Grant
    Filed: September 8, 2003
    Date of Patent: April 21, 2009
    Assignee: Siemens Enterprise Communications GmbH & Co. KG
    Inventor: Erich Drobek