Patents Examined by William Deane, Jr.
  • Patent number: 10237356
    Abstract: Methods, systems, and apparatuses are described for providing notification summaries to users. Users may have accounts for many different services. The notification summaries may contain information about notifications for various services.
    Type: Grant
    Filed: April 3, 2017
    Date of Patent: March 19, 2019
    Assignee: Comcast Cable Communications, LLC
    Inventors: Michael Connelly, Sharma Kanchinadham, Bhagabati Prasad Maharana, Louis Rubin, Michael Cook, James Tobin, Jeffrey Lewis, Bavani Subramaniam
  • Patent number: 10230845
    Abstract: Devices, systems, and methods for customized communication routing based on user information. When a presence of a first user is detected on a pre-designated webpage of a plurality of webpages of a website, attribute information of the first user is obtained in response to the detected presence and the pre-designated webpage is dynamically modified to display a communication routing option based on the attribute information of the first user. The communication routing option displayed to the first user is different from a communication routing option displayed to a second user having different attribute information. The routing option available to the second user is hidden from display to the first user.
    Type: Grant
    Filed: March 12, 2018
    Date of Patent: March 12, 2019
    Assignee: AT&T MOBILITY II LLC
    Inventors: Christopher Dinardo, Axel Wells, Thomas Norman
  • Patent number: 10225398
    Abstract: A telecommunication system is configurable so that there can be flexible control of a switching command issued by an application to a platform where the switching command is executable in (a) a first execution mode in which the switching command is executed simultaneous with switching and verified or (b) a second execution mode in which the switching command is executed immediately and without verification. The application can be run to cause the switching command to be sent to the platform and the platform can execute the switching command received from the application. At least one of testing on a case-by-case basis and deciding which execution mode should be utilized for execution of the switching command can also occur before the sending of the switching command and/or before the executing of the switching command.
    Type: Grant
    Filed: October 13, 2017
    Date of Patent: March 5, 2019
    Assignee: Unify GmbH & Co. KG
    Inventor: Claus Rist
  • Patent number: 10218846
    Abstract: The present disclosure relates to a call processing method and device. The method includes: obtaining usage information of a terminal device when receiving a call request from a strange call; determining whether the usage information comprises usage information associated with the strange call; and not intercepting the strange call if the usage information comprises the usage information associated with the strange call.
    Type: Grant
    Filed: August 5, 2016
    Date of Patent: February 26, 2019
    Assignee: XIAOMI INC.
    Inventors: Guangjian Wang, Long Pan, Yixing Zou
  • Patent number: 10200536
    Abstract: Aspects of the subject disclosure may include, for example, determining a service request and facilitating a first service session whereby customer equipment accesses the first service session via a first contact mode. A first contact resource is associated with the first service session, participating in a communication exchange with the customer equipment via the first service session according to the first contact mode. A customer inquiry is determined via the first customer service session. The customer inquiry is analyzed and a second customer contact resource is associated with the first service session based on the analysis of the customer inquiry. The second contact resource participates in the communication exchange via the first service session and according to a second contact mode. Other embodiments are disclosed.
    Type: Grant
    Filed: July 1, 2016
    Date of Patent: February 5, 2019
    Inventors: Reuben Klein, Mazin E. Gilbert
  • Patent number: 10193842
    Abstract: Customer orders and other service related events require multiple operations to fulfill and process. One example may include receiving a request message from a user device, identifying the request message as being a particular message type, pre-processing the request message to identify message content, and forwarding the identified message content to an active user interface. The request may be identified as a service request and processed by multiple entities prior to fulfilling the request(s).
    Type: Grant
    Filed: April 25, 2017
    Date of Patent: January 29, 2019
    Assignee: West Corporation
    Inventors: Raju Iyer, Mark Edwards
  • Patent number: 10194022
    Abstract: A system is provided for thwarting the undesired incoming calls and eliminating the impact of robocalls, tollfree pumping, political spam, data collection bots, and other phone fraud forms. The system has a spam detection unit with a plurality of spam type modules and each spam type module is configured to detect a different type of spam.
    Type: Grant
    Filed: June 30, 2017
    Date of Patent: January 29, 2019
    Assignee: DIALOGTECH INC.
    Inventors: Thomas Cooper, Kenneth J. Mitchner
  • Patent number: 10187761
    Abstract: A method and system enables converting Application-to-Person (A2P) messaging to Person-to-Person (P2P) messaging. Customer replies to short code A2P messages are diverted to alternate destinations in an enterprise. Enterprise destinations include call center operations and data enabled devices in various departments in an enterprise. Information collected from the reply messages can be used to determine the appropriate destination and can be used to analyze support and marketing statistics.
    Type: Grant
    Filed: November 29, 2017
    Date of Patent: January 22, 2019
    Assignee: SALESFORCE.COM, INC.
    Inventor: Eugene Lee Lew
  • Patent number: 10182152
    Abstract: A customer contact system receives a customer inquiry from a customer. Availability of different types of resources for handling the customer inquiry is used to calculate a ranking for the different types of resources for handling the customer inquiry. A type of resource with the highest rank is offered to the customer in order to resolve the customer inquiry.
    Type: Grant
    Filed: April 27, 2018
    Date of Patent: January 15, 2019
    Inventor: Mazin E. Gilbert
  • Patent number: 10171662
    Abstract: A computer-implemented method, apparatus, computer program product for intervention in a conversation between a virtual agent and a user is disclosed. In the computer-implemented method, a risk level of the conversation is evaluated. In response to the risk level being higher than a threshold, it is indicated that the conversation needs an intervention by a human agent. In response to the human agent intervening in the conversation, the conversation is handed over from the virtual agent to the human agent. Then, a simulative conversation is generated according to the conversation between the user and the human agent. In response to a determination by the human agent based on the simulative conversation, the conversation is handed over from the human agent to the virtual agent.
    Type: Grant
    Filed: September 22, 2017
    Date of Patent: January 1, 2019
    Assignee: International Business Machines Corporation
    Inventors: Xin Zhou, Li Jun Mei, Qi Cheng Li, Hao Chen, Jian Wang, Shao Chun Li, Yi Peng Yu
  • Patent number: 10171669
    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective.
    Type: Grant
    Filed: December 18, 2017
    Date of Patent: January 1, 2019
    Inventors: Nikolay Korolev, Herbert Willi Artur Ristock, David H. Anderson, Todd Hollenberg, Bradley Krug, Charlotte Toerck
  • Patent number: 10165118
    Abstract: A workflow engine manager receives a request to interact with a contact workflow, wherein the contact workflow comprises a starting instruction block to be invoked to start execution of a contact workflow for a contact, wherein the contact is associated with a contact identifier, and wherein the contact workflow comprises a plurality of instruction blocks. The workflow engine manager determines, using at least one instruction block invoked during a previous interaction with the contact workflow or a different contact workflow for the contact, the starting instruction block of the plurality of instruction blocks to be invoked in the contact workflow for the contact. The workflow engine manager sends a notification to a contact workflow engine to cause the contact workflow engine to start execution of the contact workflow for the contact at the starting instruction block.
    Type: Grant
    Filed: June 5, 2017
    Date of Patent: December 25, 2018
    Assignee: Amazon Technologies, Inc.
    Inventor: Saket Agarwal
  • Patent number: 10165119
    Abstract: A dynamic call connection distributor and a related method, the distributor including an agent pool, having information of call agents, the agent pool is at least partly configurable by a plurality of individual call agents, a recipient dialer, including circuitry for dialing at least one number of predefined potential recipients for establishment of a recipient connection, an agent dialer including circuitry for establishing an agent connection from the dynamic connection distributor to a call agent, and a call linker, having circuitry for linking the agent connection with the recipient call.
    Type: Grant
    Filed: November 30, 2016
    Date of Patent: December 25, 2018
    Inventor: Johan Stubbe-Ostergaard
  • Patent number: 10154141
    Abstract: A communication system and method for routing communications can include a communication device that is configured to route a communication connection based on empirical data relating to an attempted communication. For instance, in some embodiments the device of a communication system can be configured to utilize stored and classified empirical data for automatically determining a subject of an attempted communication made by a user via the user's communication terminal and dependencies the user for that attempted communication may have on a callee for use in establishing a connection for the caller based on the determined dependencies and determined subject of the attempted communication. Information regarding the determined subject of the communication attempt can be based on the stored empirical data. The attempted communication can also be rerouted to another user based on the empirical communication data if that attempted communication is not established within a pre-selected time period.
    Type: Grant
    Filed: December 21, 2017
    Date of Patent: December 11, 2018
    Assignee: Unify GmbH & Co. KG
    Inventors: Jurgen Luers, Ingolf Thiele
  • Patent number: 10154408
    Abstract: This invention shows a method for operating a voice communications network that comprises dynamically associating a private number with at least one public number of a circuit-switched voice communication network, authenticating a user of a private number without reliance on a static reproducible data code, receiving an incoming call to the public number and routing the incoming call from a caller to the private number. The method also shows the generation of an outgoing call from the private number and passing the outgoing call through the public number while generating calling party information to a target which preserves the privacy of the caller, and altering an associating of the private number and at least one public number. The system therefore acts as a proxy with authentication by means of dynamic code security. The caller and the user of the private number share seamless round-trip telephone communications while preserving the anonymity of the user of the private number.
    Type: Grant
    Filed: October 10, 2017
    Date of Patent: December 11, 2018
    Assignee: PalTalk Holdings, Inc.
    Inventors: Robert H. Nagel, Phillip Jones, Clifford Wener, Jodd Readick
  • Patent number: 10142483
    Abstract: Technologies for adaptive audio communications include a telecommunications device configured to collect session data of a communication session that includes an audio stream between a user of the telecommunications device and at least one other user of a remote telecommunications device. The telecommunications device is further configured to determine a session context of the communication session based on the collected session data, determine whether the session data includes an anomaly, and adjust, in response to a determination that the anomaly was detected, at least one of a portion of the audio stream of the communication session and a setting of the telecommunications device based on the anomaly. Other embodiments are described and claimed.
    Type: Grant
    Filed: December 22, 2015
    Date of Patent: November 27, 2018
    Assignee: Intel Corporation
    Inventors: Hong Li, Tauben Tenty, Rita H. Wouhaybi, Igor Tatourian
  • Patent number: 10142813
    Abstract: A system comprising: a local area network (LAN) device configured to produce a local area network (LAN) signal; and a modem unit configured to produce, based on the local area network (LAN) signal produced by the local area network (LAN) device, a transport modulated format signal suitable for transmission over transport cabling. The modem unit further configured to provide power to the local area network (LAN) device.
    Type: Grant
    Filed: June 5, 2017
    Date of Patent: November 27, 2018
    Assignee: CommScope Technologies LLC
    Inventors: Charles H. Bianchi, Ken C. Greenwood, John Sabat, Jr.
  • Patent number: 10142475
    Abstract: Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.
    Type: Grant
    Filed: May 23, 2018
    Date of Patent: November 27, 2018
    Assignee: Nice Ltd.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 10135978
    Abstract: A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, the call record can be processed to originate a SMS text call, where the agent also determines when the call originates. In each embodiment, the agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. Once the dialing mode is selected, it may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.
    Type: Grant
    Filed: November 16, 2016
    Date of Patent: November 20, 2018
    Inventors: Karl H. Koster, Jason P. Ouimette
  • Patent number: 10135993
    Abstract: Methods and systems for facilitating a communication session receive a sound signal and determine at least one contributing source to the received sound signal from among a plurality of communication endpoints, wherein each respective communication endpoint of the plurality of communication endpoints is associated with a corresponding participant in the communication session and includes a microphone and loudspeaker. Based on a determination of multiple communication endpoints being co-located, one or more embodiments perform at least one of processing the received sound signal by selectively altering the received sound signal, or initiating an instruction to inhibit further contribution, to the sound signal, from at least one of the co-located multiple communication endpoints.
    Type: Grant
    Filed: May 31, 2016
    Date of Patent: November 20, 2018
    Assignee: Vonage Business Inc.
    Inventors: Natan Shaltiel, Yuval Golan