Patents Examined by William J. Deane, Jr.
  • Patent number: 11394829
    Abstract: A system and method for callback management, utilizing a callback cloud, a digital ledger, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. The system may comprise callback cloud, that may further comprise a callback manager, a brand interface server, arm interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.
    Type: Grant
    Filed: December 1, 2021
    Date of Patent: July 19, 2022
    Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
    Inventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
  • Patent number: 11394825
    Abstract: A method, a communication device and a computer program product for managing communication device calls based on facial recognition. The method includes detecting, via a processor of a communication device, an incoming call and triggering an image capture device to capture image data from a field of view of the image capture device. The method further includes receiving the image data from the image capture device and retrieving reference image data from a memory. The method further includes determining if the image data is substantially similar to the reference image data and in response to the image data being substantially similar to the reference image data, stopping at least one notification associated with the incoming call.
    Type: Grant
    Filed: March 15, 2021
    Date of Patent: July 19, 2022
    Assignee: Motorola Mobility LLC
    Inventors: Ranjeet Gupta, Joel D. Voss
  • Patent number: 11394830
    Abstract: A system and method for hybrid callback management with biometric authentication, utilizing callback cloud and are on-premise callback system, allowing users to be verified via his or her biometrics, and also allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.
    Type: Grant
    Filed: December 9, 2021
    Date of Patent: July 19, 2022
    Assignee: VIRTUAL HOLD TECHNOLOGY SOLUTIONS, LLC
    Inventors: Matthew Donaldson Moller, Matthew DiMaria, Shannon Lekas, Kurt Nelson, Nicholas James Kennedy, Kevin Shinseki, Robert Harpley
  • Patent number: 11381926
    Abstract: A method expedites processing and playing of binaural sound during an electronic communication between a first user and a second user. An electronic device of the first user convolves sound into binaural sound for the second user before the binaural sound transmits to the electronic device of the second user. In this way, the binaural sound is already convolved and ready to play upon receipt at the electronic device of the second user.
    Type: Grant
    Filed: December 13, 2020
    Date of Patent: July 5, 2022
    Inventor: Philip Scott Lyren
  • Patent number: 11363136
    Abstract: A declarative mechanism is provided in the context of lawful interception (LI). A manifesto with information that specifies LI of a communication service or application is created and declared by a service or application provider who, is subject to LI. The declaration takes place in that the manifesto is provided from a first LI function to other LI functions in a communication system. LI data (e.g., call data record, intercept related information and call content) is subsequently generated during LI according to the manifesto by a point of interception within the service or application. The point of interception delivers the LI data to a mediation and delivery function that then forwards it to a law enforcement agency. The law enforcement agency knows how to read and manage the LI data from the manifesto.
    Type: Grant
    Filed: September 5, 2018
    Date of Patent: June 14, 2022
    Assignee: TELEFONAKTIEBOLAGET LM ERICSSON (PUBL)
    Inventors: Amedeo Imbimbo, Francesca Marfia, Mario Ascione
  • Patent number: 11363354
    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 11, 2020
    Date of Patent: June 14, 2022
    Assignee: Comcast Cable Communications, LLC
    Inventors: Michael Connelly, Jeffrey Lewis, Bhagabati Maharana, Louis Rubin, Richard Vetter
  • Patent number: 11363135
    Abstract: A system and method for with an inmate in a privileged communication are disclosed. a communication system includes a portal subsystem that determines whether a communication should be monitored, or not, based on received information, including access information, from a first communication device. Based on the determination, the communication system bypasses a monitoring subsystem and stores and/or transmits the communication to a second communication device by way of a non-monitoring subsystem.
    Type: Grant
    Filed: April 6, 2020
    Date of Patent: June 14, 2022
    Assignee: Global Tel*Link Corporation
    Inventor: Stephen L. Hodge
  • Patent number: 11356752
    Abstract: A telecommunications panel includes a panel frame and a ground wire secured to the panel frame. The ground wire extends longitudinally along the panel frame. The ground wire may be arranged such that modular jacks presses against the ground wire when the modular jacks are received in the panel frame. The ground wire can be made of a tin plated conductive material.
    Type: Grant
    Filed: November 8, 2018
    Date of Patent: June 7, 2022
    Assignee: CommScope Technologies LLC
    Inventor: Yi Teh Shih
  • Patent number: 11356558
    Abstract: A conversation system may dynamically control a conversation or workflow by performing multi-modal conversation monitoring, generating actions that control the conversation based on the multi-modal monitoring producing conversation elements that deviate from patterns of a selected plan for that conversation, and/or by dynamically generating and/or updating the plan for future conversations based on the pattern recognition. For instance, the conversation system may detect a pattern within completed conversations that resulted in a common outcome, may monitor an active conversation between at least an agent and a participant, may extract different sets of conversation elements from different points in the active conversation, may determine that a particular set of conversation elements deviates from the pattern, and may modify the active conversation by performing one or more actions based on the particular set of conversation elements that deviate from the pattern.
    Type: Grant
    Filed: December 22, 2021
    Date of Patent: June 7, 2022
    Assignee: Revenue, Inc.
    Inventors: Howard A. Brown, Jeffrey K. Shelton, Jason Ouellette, Kanwar Saluja
  • Patent number: 11356561
    Abstract: Systems and methods for providing headset/ear bud voice control to crew members in a quick-service restaurant are disclosed. Exemplary implementations may: transmit transmission signals from a headset to the base station, receive reception signals by the headset from the base station; capture audio information from a first crew member, generate sound based on the received reception signals, generate the transmission signals to form a headset-specific uplink packet based on the captured audio information; generate semantic information based on the headset-specific uplink packet, wherein the semantic information includes one or more individual words; determine one or more commands that modify operation of the communication system, based on the semantic information, and facilitate execution of the one or more commands to control and/or modify the operation of the communication system.
    Type: Grant
    Filed: September 22, 2020
    Date of Patent: June 7, 2022
    Assignee: H.M. Electronics, Inc.
    Inventors: David O'Gwynn, Rick Evan Schwartz
  • Patent number: 11356554
    Abstract: The present invention relates to device, system and method for determining a priority level and/or conversation duration of a call. An improved and adaptive device comprises a signal input (31) for obtaining an image data signal (21) of a user initiating a call, a physiological data extraction unit (32) for extracting physiological data (22) of the user from the obtained image data signal (21), a health condition determination unit (33) for determining the health condition (23) of the user based on the extracted physiological data, and a prioritization unit (34) for determining the priority level and/or conversation duration (24) of the call based on the determined health condition of the user.
    Type: Grant
    Filed: February 13, 2017
    Date of Patent: June 7, 2022
    Assignee: Koninklijke Philips N.V.
    Inventors: Ihor Olehovych Kirenko, Chaitanya Dongre, Ronaldus Maria Aarts
  • Patent number: 11349984
    Abstract: A system for visualizing call routing data associated with a telecommunications identifier is provided. The system includes a client interface and a parsing tool. The client interface is structured to communicate with a telecommunications management platform having a database that stores call routing data. The parsing tool is associated with the client interface. The parsing tool receives call routing data associated with the telecommunications identifier in response to a query of the database, and the parsing tool generates parsed data by parsing the call routing data. The parsed data is structured to display the call routing data in a tree format on the client interface.
    Type: Grant
    Filed: April 22, 2021
    Date of Patent: May 31, 2022
    Assignee: Somos, Inc.
    Inventors: Ryan Karnas, Lalitha Veeramachaneni, Dewang Lakhani
  • Patent number: 11338324
    Abstract: The disclosure describes devices and methods for implementing impedance matching. The device may be implemented on an integrated circuit that includes a communication protocol interface circuit, a first signal output terminal, a first output driver circuit, and a controller. The first output driver circuit is coupled to the controller and has a corresponding plurality of parallel driver stages, each driver stage including a driver and a configurable resistance coupling an output of the driver to the first signal output terminal (e.g., first contact). The configurable resistances of the first output driver form a first series terminated resistance. The controller is configured to adjust the configurable resistances to adjust the first series terminated resistance.
    Type: Grant
    Filed: August 27, 2020
    Date of Patent: May 24, 2022
    Assignee: Knowles Electronics, LLC
    Inventor: Andrzej Pawlowski
  • Patent number: 11328205
    Abstract: The present disclosure relates to systems, non-transitory computer-readable media, and methods that utilize featureless supervised or unsupervised machine learning to generate service provider match predictions based on raw communication data. In one or more embodiments, the disclosed systems utilize a trained service provider match neural network to generate a service provider match prediction based on raw communication data associated with an incoming audio, text, or video communication. In response to the generated service provider match prediction, the disclosed systems can route the incoming communication to the matched service provider.
    Type: Grant
    Filed: August 23, 2019
    Date of Patent: May 10, 2022
    Assignee: TALKDESK, INC.
    Inventor: Jafar Adibi
  • Patent number: 11323569
    Abstract: A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.
    Type: Grant
    Filed: March 25, 2021
    Date of Patent: May 3, 2022
    Assignee: INCONTACT INC.
    Inventors: Anderson Foggiatto, Diego Roberto Vieira Cassiano, Joao Armenio Neto
  • Patent number: 11323560
    Abstract: An illegal call detection apparatus comprises a data collecting unit, a preprocessing unit, and a learning unit. The data collecting unit collects, from at least one of a subscriber terminal or a call exchanger, a raw packet generated by the subscriber terminal using a VoIP service, and collects, from the billing server, CDR data related to the raw packet. The preprocessing unit generates learning data by using service usage information extracted from the CDR data and service detailed information extracted from the raw packet, and generates a training image by converting the training data into an image according to a predetermined imaging rule. The learning unit extracts at least one or more features from the training image, and learns whether the training image is related to an illegal call by using the features, through an illegal call detection model.
    Type: Grant
    Filed: December 17, 2020
    Date of Patent: May 3, 2022
    Assignee: KT Corporation
    Inventors: Seong Bok Baik, So Jin Kim, Tae-Jin Ahn, Jae Ho Yang
  • Patent number: 11310364
    Abstract: A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.
    Type: Grant
    Filed: March 22, 2021
    Date of Patent: April 19, 2022
    Assignee: NICE LTD
    Inventors: Salil Dhawan, Rahul Vyas
  • Patent number: 11297185
    Abstract: A system for facilitating the remote control of existing conference call systems. A company may use the system to allow a remote user interface to administer calls on its existing conference call system. The system may integrate web browsers and conference call systems using a socket policy server module, facilitating access to the features and data of the conference call system for the purpose of creating remote management user interfaces.
    Type: Grant
    Filed: January 14, 2021
    Date of Patent: April 5, 2022
    Inventor: Christopher Alexander Burns
  • Patent number: 11297184
    Abstract: A computer-implemented method and system for streamlining interactions between a customer and a company representative. Information related to a customer is received by a company representative. A predicted future action by the customer is then calculated by a computer process wherein the calculation is based on the received information. The predicted future action is then caused to be displayed on a computer operated by a representative of the company. A conversation plan may be generated according to the information and a business rule which may be displayed on the representative's computer.
    Type: Grant
    Filed: October 8, 2020
    Date of Patent: April 5, 2022
    Assignee: United Services Automobile Association
    Inventors: Guy R. Langley, Jason W. Lindley, Donald H. Griffin, Jr., Steven R. Wilson, Elizabeth Garretson, Ryan R. Barth, Francisco A. Duran, Ann C. Tarrillion, David W. Roberts
  • Patent number: 11283921
    Abstract: An example operation may include one or more of receiving a telephone call from a calling device, determining one or more attributes of a caller associated with the calling device based on call history information of the calling device, generating a tag based on the one or more determined attributes and adding the generated tag to a Voice over IP (VOIP) call message of the telephone call, and transmitting the tagged VOIP call message from the calling device to a downstream node.
    Type: Grant
    Filed: August 10, 2020
    Date of Patent: March 22, 2022
    Assignee: Intrado Corporation
    Inventor: Mario Manzanillo