Patents Examined by William J. Deane, Jr.
  • Patent number: 10631071
    Abstract: This disclosure relates to speakers and more specifically to an array speaker for distributing music uniformly across a room. A number of audio drivers can be radially distributed within a speaker housing so that an output of the drivers is distributed evenly throughout the room. In some embodiments, the exit geometry of the audio drivers can be configured to bounce off a surface supporting the array speaker to improve the distribution of music throughout the room. The array speaker can include a number of vibration isolation elements distributed within a housing of the array speaker. The vibration isolation elements can be configured reduce the strength of forces generated by a subwoofer of the array speaker.
    Type: Grant
    Filed: March 27, 2018
    Date of Patent: April 21, 2020
    Assignee: Apple Inc.
    Inventors: Meiting Wu, Simon K. Porter, Glenn K. Trainer, Jacob A. Pfitsch, Rex P. Price, Samuel G. Parker, Ethan L. Huwe, Craig M. Stanley
  • Patent number: 10623579
    Abstract: Measures are provided for use in establishing a telephony session between first and second telephony devices in a telephony network. Telephony network equipment in the telephony network receives, from the first telephony device over a signalling link, a telephony session establishment request. The telephony network equipment receives, from the first telephony device over a data link that is separate to the signalling link, a message comprising data useable by the telephony network equipment to identify the second telephony device. The telephony network equipment correlates the received telephony session establishment request and the received message. The telephony network equipment transmits, to the second telephony device, a telephony session establishment request on the basis of the correlating. The first telephony device is associated with a multi-persona user having a first persona associated with a first telephony identifier and a second persona associated with a second telephony identifier.
    Type: Grant
    Filed: May 14, 2019
    Date of Patent: April 14, 2020
    Assignee: Metaswitch Networks Ltd.
    Inventors: David Hotham, Richard Underwood, Andrew Robinson Hodges
  • Patent number: 10623576
    Abstract: Systems, methods, and non-transitory computer-readable storage media for directing conferences to on-premises media agents and cloud-based media agents. A centralized controller and a plurality of cloud-based media agents are disposed within a cloud or other remote or virtual network, and a plurality of on-premises media agents are provided on-premises. The centralized controller manages the directing and forwarding of conferences and is in communication with the cloud-based media agents and the on-premises media agents.
    Type: Grant
    Filed: April 9, 2018
    Date of Patent: April 14, 2020
    Inventors: Jonathan D. Rosenberg, Keith Griffin
  • Patent number: 10623569
    Abstract: A document is often the impetus for a customer to call a contact center. Customers may have access to a video camera which may be utilized to capture an image of the document without requiring the customer to take any action beyond positioning the document in view of the camera. The contact center then determines the video image comprises text, extracts the text, and matches the text to a document. An agent is then selected having an ability to process work items associated with the identified document. The call is then routed to the selected agent.
    Type: Grant
    Filed: June 8, 2017
    Date of Patent: April 14, 2020
    Assignee: Avaya Inc.
    Inventor: Thomas Moran
  • Patent number: 10614788
    Abstract: Systems and methods for enhancing a headset user's own voice include an outside microphone, an inside microphone, audio input components operable to receive a plurality of time-domain microphone signals, including an outside microphone signal from the outside microphone and an inside microphone signal from the inside microphone, a subband decomposition module operable to transform the time-domain microphone signals to frequency domain subband signals, a voice activity detector operable to detect speech presence and absence in the subband signals, a speech extraction module operable to predict a clean speech signal in each of the inside microphone signal and the outside microphone signal, and cancel audio sources other than a headset user's own voice by combining the predicted clean speech signal from the inside microphone signal and the predicted clean speech signal from the outside microphone signal, and a postfiltering module operable to reduce residual noise.
    Type: Grant
    Filed: March 15, 2018
    Date of Patent: April 7, 2020
    Inventors: Frederic Philippe Denis Mustiere, Francesco Nesta, Trausti Thormundsson
  • Patent number: 10616676
    Abstract: The technology described in this document can be embodied in a method that includes receiving, at one or more processing devices of a headset that includes a sidetone generation circuit, an input signal representing ambient audio, and determining, by the one or more processing devices of the headset, that at least a portion of the input signal represents voice activity that satisfies a threshold condition. The method also includes, responsive to determining that the voice activity in the input signal satisfies the threshold condition, a control signal configured to cause the sidetone generation circuit to generate sidetone signals, and generating, by an acoustic transducer of the headset, an audio signal that represents, at least in part, the sidetone signals generated in accordance with the control signal.
    Type: Grant
    Filed: April 2, 2018
    Date of Patent: April 7, 2020
    Assignee: Bose Corporaton
    Inventor: Xiang-Ern Yeo
  • Patent number: 10602295
    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: July 14, 2019
    Date of Patent: March 24, 2020
    Inventor: Philip Scott Lyren
  • Patent number: 10594866
    Abstract: Systems and methods for intelligently routing a member of an organization to a single point-of-contact within an optimized, secure network to address all the member's healthcare needs are described. The disclosed intelligent routing configurations transform and process, in real-time, vast amounts of member data to generate aggregated diagnoses and a member score specific to each member's household. The scores, among other things, are used to determine an identification of special needs and an appropriate advocate within the organization to route the member, and its account file containing real-time member and household level data.
    Type: Grant
    Filed: September 6, 2018
    Date of Patent: March 17, 2020
    Assignee: UnitedHealth Group Incorporated
    Inventors: Destiny Babjack, Peter D. Howell, Eric Bargman, Tina Groat, Kevin Tan, Tom Kelly, Sandra Long, Sean McNattin, Mayank Kumar, Lawrence Kevin Sundberg
  • Patent number: 10587754
    Abstract: A system and method for automated call analysis using context specific lexicons. A system includes memory and a processor configured to executed instructions. The system includes a recording component, a lexicon component, an analysis component, and a display component. The lexicon component defines a plurality of context specific lexicons, with each context specific lexicon having elements associated with one of a plurality of unique conversation segments. The analysis component configured to identify elements of the context specific lexicons, and associate each identified element with a time location in a telephonic conversation. The display component configured to graphically present a multi-line graph such that the intersections of the lines indicate transitions between the unique conversation segments.
    Type: Grant
    Filed: August 6, 2018
    Date of Patent: March 10, 2020
    Assignee: TETON1, LLC
    Inventors: Robert T. Madden, Jr., Christopher P. Derikart, Edward A. Donnelly
  • Patent number: 10582059
    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: August 8, 2019
    Date of Patent: March 3, 2020
    Assignee: Noble Systems Corporation
    Inventor: Michael L. Howard
  • Patent number: 10582055
    Abstract: In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.
    Type: Grant
    Filed: June 27, 2017
    Date of Patent: March 3, 2020
    Inventors: David Beilis, Vasiliy Malakhov, Arnaud Lejeune
  • Patent number: 10582048
    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 resting 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: August 19, 2019
    Date of Patent: March 3, 2020
    Assignee: Unify GmbH & Co. KG
    Inventor: Claus Rist
  • Patent number: 10574831
    Abstract: Methods for handling traffic between a first network including a virtual communication platform and a second network, such as a circuit-switched network, include inserting customer identifiers into data packets. For traffic sent to the second network, the packets with the identifiers are transmitted to a trunking service that uses the identifier to determine one or more applicable service attributes for handling the data contained within the packets. For data traffic received from the second network, the virtual communication platform uses the identifiers to determine a destination, such as an endpoint device, for the traffic within the first network.
    Type: Grant
    Filed: April 27, 2018
    Date of Patent: February 25, 2020
    Assignee: Level 3 Communications, LLC
    Inventors: Dana A. Johnston, Claudia M. Combellas, Adam C. Uzelac, Michael F. Robles
  • Patent number: 10567585
    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: July 19, 2019
    Date of Patent: February 18, 2020
    Assignee: NICE LTD.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 10567580
    Abstract: A method of managing customer sentiment includes: monitoring an interaction of a customer with customer interactive media; deriving a sentiment of the customer from the interaction of the customer with the customer interactive media; generating sentiment data for the customer; and updating customer data in a customer database with the sentiment data in real-time.
    Type: Grant
    Filed: August 22, 2018
    Date of Patent: February 18, 2020
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Dennis Emmanuel Montenegro, Prasanth Nandanuru, Pavan Kumar Arln, Yejjala Yevanna
  • Patent number: 10542149
    Abstract: A customer serving control system includes: a customer information acquiring unit acquiring customer information about a customer that can be served by a customer serving apparatus; a presentation control unit causing the customer information to be presented to a first operator; a serving information generating unit generating, based on operation of the first operator, first serving information indicating a serving content according to which the customer serving apparatus should serve the customer; a serving control unit causing the first operator to serve the customer through the customer serving apparatus by instructing the customer serving apparatus to serve the customer based on the first serving information; an operator emotion identifying unit identifying an emotion of the first operator; and a serving determining unit determining, based on an emotion of the first operator, whether to maintain a state where the first operator is serving the customer through the customer serving apparatus.
    Type: Grant
    Filed: November 12, 2018
    Date of Patent: January 21, 2020
    Assignee: SoftBank Robotics Corp.
    Inventors: Masayoshi Son, Takashi Tsutsui, Kosuke Tomonaga, Kiyoshi Oura
  • Patent number: 10516781
    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: October 17, 2018
    Date of Patent: December 24, 2019
    Inventors: Karl H. Koster, Jason P. Ouimette
  • Patent number: 10516955
    Abstract: Systems and methods according to one or more embodiments are provided for correcting a current measurement through a speaker in an audio system. In one example, a system for driving a speaker includes an output stage configured to drive a current through the speaker. The system further includes a first and second current sensor coupled to the output stage and configured to measure a positive current including a first measurement error and a negative current including a second measurement error through the speaker, respectively. The system further includes a processing block coupled to the first and second current sensors to receive the measured positive and negative current signals and configured to add a positive offset value to an input of each first and second current sensors, determine the first and second measurement errors, and correct a measured current using the positive and negative currents and the determined first and second measurement errors.
    Type: Grant
    Filed: April 2, 2018
    Date of Patent: December 24, 2019
    Inventors: Dan Shen, Davide Cartasegna, Ketan B. Patel, Lorenzo Crespi
  • Patent number: 10505878
    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: January 29, 2019
    Date of Patent: December 10, 2019
    Assignee: West Corporation
    Inventors: Raju Iyer, Mark Edwards
  • Patent number: 10498886
    Abstract: Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.
    Type: Grant
    Filed: May 11, 2018
    Date of Patent: December 3, 2019
    Inventors: Kalpit Patel, Richard J. Walsh, Michael David Snyder