Patents Examined by William Deane, Jr.
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Patent number: 9350867Abstract: System and method for enhanced interaction processing in a contact center that includes dynamically determining customer segmentation. A processor detects a pending interaction with a customer. The processor retrieves, in response to detecting the pending interaction, identification of a first customer segment to which the customer belongs. The first customer segment is associated with a first objective of the contact center. The processor predicts an outcome of the pending interaction, and identifies a second customer segment based on the predicted outcome. The processor re-associates the customer to a second customer segment, where the second customer segment is associated with a second objective of the contact center different from the first business objective. The processor handles the pending interaction according to the second objective instead of the first objective.Type: GrantFiled: August 1, 2014Date of Patent: May 24, 2016Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.Inventors: Herbert Willi Artur Ristock, Charlotte Toerck, Todd Hollenberg, Nikolay Korolev, Bradley Krug, David H. Anderson
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Patent number: 9344826Abstract: A method, apparatus computer program product are provided to facilitate the utilization of the spatial position of audio signals in order to improve voice quality. In the context of a method, a main mono signal is determined from one or more audio signals that were received. The method also includes determining one or more ambience signals from the one or more audio signals that were received, such as following removal of the main mono signal therefrom. The method also adjusts at least one of a virtual position of the main mono signal for provision to a recipient device or the one or more ambience signals for provision to the recipient device.Type: GrantFiled: March 4, 2013Date of Patent: May 17, 2016Assignee: Nokia Technologies OyInventors: Anssi Sakari Ramo, Lasse Juhani Laaksonen, Miika Tapani Vilermo, Adriana Vasilache
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Patent number: 9330133Abstract: Electronic records are formatted according to recipient addresses. When an electronic database record is received by a server or other device, the electronic database record has any formatting, herein termed a legacy format. The electronic database record is destined for delivery to device identified by a recipient address. The recipient address is associated with a software agent that reformats the legacy format into a different format. The electronic database record is thus reformatted according to software agent associated with the recipient address. A reformatted database record is thus sent to the recipient address, and the reformatted database record has the different format.Type: GrantFiled: March 28, 2014Date of Patent: May 3, 2016Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.Inventors: David L Wellons, Diane Brown Turcan
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Patent number: 9300804Abstract: Calls placed to a call recipient bypass the terminating messaging system, creating an enhanced message in the call originator's messaging system and delivering the enhanced message using alternate routing information. A caller creates enhanced messages for a call recipient even when the call recipient's messaging system does not support such functionality. The caller also embeds stored content and/or use links in the enhanced messages to allow the message to be modified and/or deleted before it is accessed by the call recipient.Type: GrantFiled: July 13, 2012Date of Patent: March 29, 2016Assignee: AT&T Intellectual Property I, L.P.Inventors: James Jackson, Mehrad Yasrebi
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Patent number: 9282193Abstract: An inbound traffic allocation module is configured to store, in a database, data received from a plurality of site-services, and to determine a route capacity based at least in part on the received data, data received from each of the site-services including data related to at least one of a health and a busyness of the site-service. A traffic manager module is configured to retrieve the data from the site-services and to provide the data to the inbound traffic allocation module. A service selection engine module is configured to receive a request to route a call, and to route the call to one of the site-services based at least in part on the route capacity associated with the site-service.Type: GrantFiled: April 14, 2014Date of Patent: March 8, 2016Assignee: Verizon Patent and Licensing Inc.Inventor: Paul R. Dowdy
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Patent number: 9282451Abstract: An ALI/ESME steering gateway bridges the nationwide ALI/ESME network notes (or PSAPs) with the GMLC/MPCs of various different XPC networks. The steering gateway provides a unified interface between the PSAP/ALI network and positioning centers (GMLC/MPC/VPCs). Using the steering gateway, an E911 service provider accesses positioning centers (GMLC/MPC/VPC) of any XPC network. This access by the ALI to the positioning center is accomplished with any type of interface, irregardless of the protocol type. The connectivity of each virtual communication path between ALIs and PSAPs is managed. The ALI/ESME steering gateway also provides translation of the protocols between the two ALI-MPC interface sets (inbound and outbound). The ALI/ESME steering gateway also consolidates (or “de-duplicates”) any/all duplicated requests from a same ALI or PSAP for the same emergency call so that only one request is then sent to the destined positioning center within the relevant network.Type: GrantFiled: December 13, 2005Date of Patent: March 8, 2016Assignee: TeleCommunication Systems, Inc.Inventors: Yinjun Zhu, Cristine Conner, Gordon John Hines, Hsin-Chih Liao, William Pelligrini
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Patent number: 9277322Abstract: The invention discloses a system applied to optimize the perceived sound quality in virtual sound zones. The system includes a method to establish a threshold of acceptability for an interfering audio programme on a target audio programme. The method includes physical parameters like target programme and interferer programme which combined with the scenarios: information gathering, entertainment and reading and/or working, constitutes modes of operations that may be processed and controlled by a system controller.Type: GrantFiled: March 1, 2013Date of Patent: March 1, 2016Assignee: BANG & OLUFSEN A/SInventors: Søren Bech, Jonathan Francombe, Martin Dewhirst, Russell Mason
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Patent number: 9270825Abstract: Embodiments of a system are disclosed for stress assessment of a call center agent while interacting with a customer. The system is for use with a communication network. The system includes a stress assessment device and an agent device that includes an imaging unit. The agent device is configured to capture video of a target region of exposed skin of the agent using the imaging unit, collect customer interaction data based on interaction with a customer device over the communication network, and communicate the captured video and the customer interaction data to the stress assessment device. The stress assessment device is configured to passively estimate agent stress-level based on the received video, and generate feedback to the agent based on correlation between the customer interaction data and the estimated stress-level over a predefined time interval.Type: GrantFiled: March 18, 2014Date of Patent: February 23, 2016Assignee: XEROX CORPORATIONInventors: Om D Deshmukh, Nischal Murthy Piratla, Lalit K Mestha
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Patent number: 9258422Abstract: Methods, systems, and products enable a healthcare facility or server to process incoming communications. When a communication is received, the time and a recipient's address may be compared to a schedule of procedures. The recipient's address may be associated with a patient or with medical personnel, such as a physician or nurse. If the time and the recipient's address match an entry in the schedule of procedures, then an alternate destination may be chosen for the communication.Type: GrantFiled: September 13, 2013Date of Patent: February 9, 2016Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.Inventors: Diane Brown Turcan, David L. Wellons
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Patent number: 9253316Abstract: Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.Type: GrantFiled: December 13, 2010Date of Patent: February 2, 2016Assignee: VERINT AMERICAS INC.Inventors: Jamie Richard Williams, Marc Calahan, Thomas Z. Dong
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Patent number: 9247058Abstract: 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: GrantFiled: May 5, 2014Date of Patent: January 26, 2016Assignee: ACTIMIZER A/SInventor: Johan Stubbe-Ostergaard
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Patent number: 9247045Abstract: A system and method is provided to operate a directory assistance call center based upon data stored in a directory assistance database and a line information database (LIDB). A caller can access a directory assistance call center to request phone listing information about a particular party. The directory assistance call center can send a query to a directory assistance database for the requested information. Moreover, if the requested information is not found, then the directory assistance call center can send a query to a LIDB or CNAM database provider. The LIDB or CNAM database provider can forward the query to a local LIDB or CNAM database and to other remote LIDB or CNAM database providers to find the requested information.Type: GrantFiled: November 30, 2012Date of Patent: January 26, 2016Assignee: AT&T Mobility II LLCInventor: Jack E. Denenberg
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Patent number: 9232047Abstract: A method and apparatus for providing a repeat calling service feature in a communication network are disclosed. For example, the method captures call session information between a calling endpoint and a called endpoint of a failed call due to an unavailability of required network resource. The method then receives a repeat calling service request from the calling endpoint, and processes the repeat calling service request to reestablish a call between the calling endpoint and the called endpoint.Type: GrantFiled: December 11, 2008Date of Patent: January 5, 2016Assignee: AT&T Intellectual Property I, L.P.Inventors: Chaoxin Qiu, Diana Cantu
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Patent number: 9191516Abstract: A multi-party control unit (MCU) generates, based on audio data streams that represent sounds associated terminal devices, a mixed audio data stream. In addition, the MCU modifies the mixed mono audio data to steganographically embed sub-streams that include representations of the mono audio data streams. A terminal device receives the modified mixed audio data stream. When the terminal device is configured for stereo playback, the terminal device performs an inverse steganographic process to extract, from the mixed audio data stream, the sub-streams. The terminal device generates and outputs multi-channel audio data based on the extracted sub-streams and the mixed audio data stream. When the terminal device is not configured for stereo playback, the terminal device outputs sound based on the mixed audio data stream without extracting the embedded sub-streams.Type: GrantFiled: February 20, 2013Date of Patent: November 17, 2015Assignee: QUALCOMM IncorporatedInventors: Stephane Pierre Villette, Daniel J. Sinder
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Patent number: 9185212Abstract: Devices, systems and methods are disclosed for selecting and sending one of a plurality of responses to a call on a communications device. A user may select a default response or a custom response. When the user receives a call to a communications device, a set of responses is displayed on the communications device to facilitate selection by the user. A response includes a message and a call processing command. A message is in the form of an audio clip, text message, webpage, picture, video, etc. A call processing command, such as “accept call”; “reject call with voicemail”; “reject call without voicemail”; “place caller on hold”; “forward call to 555-555-5555”; “I will call you back”; etc. is performed along with the message. This plurality of responses can be organized by the user in groups associated with classes of callers, such as friends, family, co-workers, etc. In this manner, the responses available to the user when a call is received changes depending on the caller.Type: GrantFiled: December 11, 2008Date of Patent: November 10, 2015Assignee: AT&T Intellectual Property I, L.P.Inventors: Armstrong Soo, Bernard Ku
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Patent number: 9178997Abstract: The present method and system provides for call center simulation including receiving a plurality of input parameters relating to call center operations, wherein the call center operations include a main queue for processing on-hold calls and a virtual queue for processing a plurality of call back requests. The method and system further includes generating a call arrival dataset based at least on the plurality of input parameters and simulating call center operations for managing the call arrival dataset across the time sequence, including placing a portion of the call arrival dataset into the virtual queue. The method and system includes simulating a metering of the call arrival dataset in the virtual queue for a metered wait time based at least on a queuing factor and generating a simulation output indicating operations processed via the main queue and the virtual queue.Type: GrantFiled: June 3, 2013Date of Patent: November 3, 2015Assignee: CALLPROMISE, LLCInventors: Thomas M Oristian, Michael P Oristian
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Patent number: 9167093Abstract: A system and method for real-time process management. An attribute of a process currently performed may be related to a key performance indicator (KPI) threshold. A system may determine, in real-time, the KPI threshold was breached. An indication may be provided to, for example, a mobile device. Feedback related to an intervention of an expert may be received on the mobile device.Type: GrantFiled: November 28, 2012Date of Patent: October 20, 2015Assignee: NICE-SYSTEMS LTD.Inventors: David Geffen, Eshay Livne
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Patent number: 9160856Abstract: Methods, apparatus and computer program products for indicating availability in a telecommunications network are provided. An availability alerting service is initiated in response to a trigger associated with non-completion of an initial call from a calling party to a called party, the availability alerting service provides the calling party with availability alert information to solicit a follow-up call from the calling party when the called party has a given availability state after the initial call. The availability alerting service detects a first availability status change after initiation of the alerting service, and transmits a first availability update message to the calling party to solicit the follow-up call. A second availability status change is detected, subsequent to the first availability status change, and a second availability update message is transmitted to the calling party to inhibit the follow-up call.Type: GrantFiled: March 22, 2013Date of Patent: October 13, 2015Assignee: METASWITCH NETWORKS LTDInventor: Chris Mairs
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Patent number: 9154619Abstract: The monitor is for monitoring the status of a first client telephone, and for sending this status information via a central server to an authorized second client telephone. The central server stores a database of registered client telephones and corresponding client telephones that the client may monitor. A user of a registered client telephone monitors in real time the telephone status of registered friends, family, or co-workers that have agreed to be monitored by the user.Type: GrantFiled: June 1, 2006Date of Patent: October 6, 2015Assignee: QUALCOMM IncorporatedInventors: James A. Jorasch, Jay S. Walker, Magdalena M. Fincham, John B. Dickerson, Marc D. Kessman, Geoffrey M. Gelman, Stephen C. Tulley, Dean P. Alderucci
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Patent number: 9148511Abstract: A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.Type: GrantFiled: February 20, 2013Date of Patent: September 29, 2015Assignee: Xerox CorporationInventors: Han Ye, Shi Zhao