Patents Examined by William J Deane
  • Patent number: 10348904
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments. Here, each treatment includes a plurality of agents to handle communications placed in the treatment and a set of queues in which each queue includes a value range. A determination is made as to whether the communication is using a chaining or non-chaining channel. If the communication is using a chaining channel, then a target agent designated to handle communications placed in the treatment using the chaining channel and corresponding queue are identified based on a value of the communication. If the communication is using a non-chaining channel, then a queue is selected from the set of queues for the treatment based on the value of the communication falling within the value range for the queue.
    Type: Grant
    Filed: December 11, 2018
    Date of Patent: July 9, 2019
    Assignee: Noble Systems Corporation
    Inventor: Michael L. Howard
  • Patent number: 10333997
    Abstract: A subscriber to a universal point of contact service designates a preferred point of contact at which a communication initiator, such as a telephone caller, can contact the subscriber. Such an initiator desiring to contact the subscriber uses the subscriber's email address to establish a communication session with a device associated with the subscriber's preferred point of contact. The subscriber's email address is input to an initiating device, preferably a telephone or facsimile machine, using an entry device capable of entering an email address. A requestor unit, receiving the email address, locates a repository of the subscriber's point of contact information, and requests that information. The repository sends the point of contact information the subscriber has designated as preferred, and the requestor unit uses that information to control a telephone switch to establish a communication session between the initiating device and the subscriber's preferred point of contact device.
    Type: Grant
    Filed: February 12, 2016
    Date of Patent: June 25, 2019
    Assignee: Ayman LLC
    Inventors: Ayman Hariri, Scott Birnbaum
  • Patent number: 10326885
    Abstract: A method, system and computer program product for utilizing a caller wait time. When the caller's estimated wait time exceeds a threshold amount of time, an interactive voice response (IVR) system retrieves information (e.g., caller's previous purchases) about the caller. The IVR system then initiates a dialog with the caller to determine their experience with a product or service by prompting the caller with questions derived from the retrieved information. After recording the responses by the caller to the questions, the IVR system generates social media content based on the caller's responses. The IVR system then converts the text of the generated social media content to an audible version, which is provided to the caller to approve the posting of the social media content. The social media content is posted on a social media stream in response to the caller approving the posting of the social media content.
    Type: Grant
    Filed: May 1, 2018
    Date of Patent: June 18, 2019
    Assignee: International Business Machines Corporation
    Inventors: Paul R. Bastide, Matthew E. Broomhall, Thomas J. Evans, IV, Robert E. Loredo, Fang Lu
  • Patent number: 10306355
    Abstract: Methods, apparatuses, and computer program products are provided to indicate or automatically configure headphone channel orientation based on a physical orientation determination. An apparatus is provided that is configured to at least determine an orientation of the headphone device; analyze the determined orientation; and provide an indication of the determined orientation or adjust the output channel configuration of the apparatus for the headphone device. The apparatus may be further configured to determine the orientation of the headphone device based on at least one of: a head turn position; a direction of one or more audio signals; a direction of movement, wherein the movement is determined based on a determination of acceleration or trajectory of the headphone device; two or more compass data, wherein at least one compass is located in each of the apparatus and the headphone device; and a difference in characteristics of one or more audio signals.
    Type: Grant
    Filed: June 7, 2017
    Date of Patent: May 28, 2019
    Assignee: Nokia Technologies Oy
    Inventors: Miikka Tapani Vilermo, Lasse Juhani Laaksonen, Antti Eronen, Anssi Sakari Ramo, Koray Ozcan, Jussi Artturi Leppanen
  • Patent number: 10306396
    Abstract: An improved methodology for binaural rendering of audio signals that are perceived by a user to originate from a real-world spatial location is disclosed. Embodiments enable personalized HRTF selection from among a data store containing a plurality of candidate HRTFs using an evaluation-based personalization strategy. One or more relational models personalize the selection. These relational models can relate candidate HRTFs to each other and a particular user to other users so that only a subset of the candidate HRTFs require evaluation. Candidate HRTFs can be evaluated according to one or more selection policies, and relational models can be updated based on actual responses from a user to virtual audio signals that are rendered by a candidate HRTF.
    Type: Grant
    Filed: April 19, 2018
    Date of Patent: May 28, 2019
    Assignee: United States of America as represented by the Secretary of the Air Force
    Inventor: Griffin D. Romigh
  • Patent number: 10277735
    Abstract: Systems and methods for individual telephone numbering assignment and administration in a telecommunications network are disclosed. Particularly, the invention relates to the concept of acquiring individual telephone numbers instead of acquiring a block of telephone numbers from an administration agency. According to disclosed embodiments, the system and method allow a carrier to request an individual telephone number from a numbering administrator. The numbering administrator verifies that the carrier is authorized to request an individual telephone in a particular geographic area. If the carrier is authorized, the numbering administrator obtains an individual telephone number from its database and provides it to the carrier. The carrier initiates an intra-carrier assignment with an administrative agency to get the individual telephone number assigned to it.
    Type: Grant
    Filed: March 10, 2017
    Date of Patent: April 30, 2019
    Assignee: Neustar, Inc.
    Inventor: Thomas G. McGarry
  • Patent number: 10277742
    Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.
    Type: Grant
    Filed: January 23, 2017
    Date of Patent: April 30, 2019
    Inventors: Nikolay Anisimov, Sergey Fedorov, Herbert Ristock
  • Patent number: 10270912
    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: November 16, 2018
    Date of Patent: April 23, 2019
    Assignee: NICE LTD.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 10270909
    Abstract: Methods and systems route requests for service in a call center. A non-transitory computer-readable medium stores data representative of a queue of customers waiting to be serviced. A processor queues a request for service initiated by a customer. Data output is sent to the customer to ascertain the customer's cause for the request via a data communication channel. Data input is received from the customer via the data communication channel. The data input indicates the customer's cause for the request. An agent is identified from a plurality of agents suitable to address the customer's cause for the request. The customer's position is adjusted in the queue based on the identified agent. A routing instruction is determined about routing the request to the identified agent.
    Type: Grant
    Filed: October 19, 2018
    Date of Patent: April 23, 2019
    Inventor: Tom Wolf
  • Patent number: 10264124
    Abstract: Systems and methods for customizable user experience service include receiving a first user interaction from a user device at a service platform of a service provider. First instructions are retrieved from a predictive management device based on the first user interaction with the service platform. The service platform may provide the first user interaction to the predictive management device from which the predictive management device may determine the first instructions. The service platform generates a first customized user experience based on the first instructions. The first customized user experience is provided to the user device.
    Type: Grant
    Filed: June 29, 2016
    Date of Patent: April 16, 2019
    Assignee: PAYPAL, INC.
    Inventor: Eddie Batlle
  • Patent number: 10257639
    Abstract: An audio receiver receives one or more input audio signals representing one or more channels of a sound content and applies a first beam pattern to the input audio signals to generate a first set of beam-formed audio signals. The audio receiver determines a second beam pattern that is less directional than the first beam pattern. The audio receiver determines that driving of a loudspeaker array using the first set of beam-formed audio signals will cause one or more transducers of the loudspeaker array to operate beyond an operational threshold, and in response applies the second beam pattern to the input audio signals to generate a second set of beam-formed audio signals. The audio receiver drives the loudspeaker array using the second set of beam-formed audio signals. Other embodiments are also described and claimed.
    Type: Grant
    Filed: August 31, 2015
    Date of Patent: April 9, 2019
    Assignee: Apple Inc.
    Inventors: Adam E. Kriegel, Daniel C. Klingler
  • Patent number: 10250749
    Abstract: Systems and methods for automated telephone host system interaction. A system can include one or more client applications executable by respective communication devices and a server in communication with the respective communication devices. The system can store user information for a user and receive, from the user, requests associated with a service provider. Responsive to the requests, the system can cause initiation of a call center call to a call center associated with the service provider, automatically navigate a call handling system of the call center, monitor a held call center call, and detect when a live agent answers the call. Responsive to detecting the live agent, the system can initiate a call to the user device and bridge the calls such that the user can speak to the live agent.
    Type: Grant
    Filed: March 13, 2018
    Date of Patent: April 2, 2019
    Assignee: REPNOW INC.
    Inventors: Alexander Boone, Stanfell Boone, Fredrick Korfin
  • Patent number: 10244307
    Abstract: Embodiments of wireless audio systems and methods for wirelessly communicating audio information are disclosed herein. In one example, a wireless audio system includes a primary wireless headphone and a secondary wireless headphone. The primary wireless headphone is configured to receive, from an audio source, audio information using a short-range wireless communication protocol; transmit, to the audio source, a first message indicative of whether the audio information is successfully received; and transmit a communication parameter associated with the short-range wireless communication protocol used between the audio source and the primary wireless headphone.
    Type: Grant
    Filed: April 13, 2018
    Date of Patent: March 26, 2019
    Assignee: Bestechnic (Shanghai) Co., Ltd.
    Inventors: Weifeng Tong, Liang Zhang, Dongsheng Cui, Lei Yang
  • Patent number: 10178446
    Abstract: A local network call handling device is configured to establish multiple concurrent call sessions between local network end devices and an external network. When a prioritized end device attempts to establish a call session, the call handling device may initially determine if a first call session identifier is available. If so, the call session can be established using that first identifier. If the first identifier is in use for a call session of another end device, the call handling device may either use a different call session identifier for the prioritized end device session or may drop a pre-existing call session to free an identifier for use in connection with the prioritized end device.
    Type: Grant
    Filed: June 14, 2017
    Date of Patent: January 8, 2019
    Assignee: Comcast Cable Communications, LLC
    Inventors: Michael Connelly, Jeffrey Lewis, Bhagabati Maharana, Louis Rubin, Richard Vetter
  • Patent number: 8204203
    Abstract: A method of managing communications received by a Digital Subscriber Line (DSL) terminating at a residence associated with a subscriber is disclosed. The DSL is divided into one baseband line, one or more derived lines and a data connection. A query is received from a Service Control Point (SCP) for subscriber preferences for handling an incoming communication. The query is translated into an Internet Protocol (IP) message and communicated to a web server. A Common Gateway Interface (CGI) application module is invoked that corresponds to the particular type of communication being sent to the residence. The subscriber's preferences for handling the particular type of communication are retrieved from a database. Based on the retrieved preferences and invoked CGI application, call handling instructions are sent to the SCP.
    Type: Grant
    Filed: December 18, 2002
    Date of Patent: June 19, 2012
    Assignee: AT&T Intellectual Property II, L.P.
    Inventors: Barry S. Bosik, Amit Garg, Lawrence David Jackel, Rajeev B. Patil, Patrick Joseph Smith, Thomas M. Smith, Jeffrey L. Tuttle
  • Patent number: 8094804
    Abstract: The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.
    Type: Grant
    Filed: September 26, 2003
    Date of Patent: January 10, 2012
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Larry J. Roybal, Robert C. Steiner
  • Patent number: 8031853
    Abstract: This disclosure describes a multi-pod conferencing system for local conference participants to communicate with remote conference participants that includes a plurality of pods for local conference participants where an individual pod connects to one or more plurality of pods through a data communication means. The individual pods further include the following: pod processor means; an input device and a display; a loudspeaker that couples to a digital to analog converter; 3 physical bi-polar microphones positioned at 120 degree intervals in the horizontal resting plane of the pod, each individual physical microphone connects to a pair of audio ports with each audio port being equal distance from the loudspeaker, the physical microphones couple to analog to digital converting mean and pod processor means; 3 virtual microphones; pod echo cancellation means; and microphone gating means. The disclosed system further includes a base unit that couples to the plurality of pods through the data communication means.
    Type: Grant
    Filed: June 2, 2004
    Date of Patent: October 4, 2011
    Assignee: Clearone Communications, Inc.
    Inventors: Tracy A. Bathurst, David Lambert, Wayne Whiteley, Carrie L. Owen
  • Patent number: 8031855
    Abstract: A user calls a directory assistance service provider to search for a desired telephone number and be connected to a party at the desired number. In one such connection, the user is afforded enhanced directory assistance upon a user command in the form of an out-of-band signaling message, e.g., SS7 signaling message. For example, the user may be afforded further operator assistance by pressing on the user telephone a predetermined key (e.g., “*” key), which is detectable by the directory assistance service provider as an SS7 signaling message.
    Type: Grant
    Filed: January 31, 2005
    Date of Patent: October 4, 2011
    Assignee: Grape Technology Group, Inc.
    Inventors: Adam J. McGrath, Timothy A. Timmins, Patrick M. Cox, Nicholas J. Elsey, A. Peter Powell, Paul W. Filliger, Michael A. Kepler
  • Patent number: 8005425
    Abstract: A wireless interface module interfaces a machine control system, such as a vending machine controller, with one of plural wireless networks through one of plural removably coupled wireless transceivers. Communication between geographically distributed vending machines and a desired wireless network is supported by coupling a transceiver associated with the desired network to the wireless interface module. This advantageously provides flexibility in selecting from one of plural wireless networks for a distributed vending machine so that communication between the control system and a distal operating center is supported over a preferred wireless network through a standardized wireless interface module incorporated in the vending machine by changing the wireless transceiver removably coupled to the wireless interface module.
    Type: Grant
    Filed: April 10, 2006
    Date of Patent: August 23, 2011
    Assignee: Crane Merchandising Systems, Inc.
    Inventors: Erin M. Defossé, Bryan W. Godwin, William A. English, Jizhi Wu
  • Patent number: RE42714
    Abstract: Disclosed is a computer telephony device with a telephone line distribution system. The invention enables simultaneous operations of computer telephony and connected equipment. The connected equipment can be modems, telephones, fax machines, answering machines or any other device that needs access to a telephone line. Priorities for telephone line usage by the equipment or the routing of incoming calls to the equipment can be set by the user via software selection. The invention can work in digital and analog environments, and if necessary, perform digital-to-analog and analog-to-digital conversions.
    Type: Grant
    Filed: October 8, 2004
    Date of Patent: September 20, 2011
    Inventor: Phillip M. DeLaine, Jr.