Patents Examined by William J. Deane, Jr.
  • Patent number: 10432787
    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: January 17, 2019
    Date of Patent: October 1, 2019
    Assignee: Unify GmbH & Co. KG
    Inventor: Claus Rist
  • Patent number: 10418959
    Abstract: A noise suppression apparatus disclosed is capable of suppressing pulse noise in an input signal even in a situation in which the level of the input signal changes. The pulse noise mixed in the input signal is suppressed, and linear prediction coefficients for the input signal is derived by linear prediction analysis. A prediction residual signal is then calculated from the input signal using the linear prediction coefficient. A threshold value is calculated based on the signal level of the input signal and the signal level of the prediction residual signal is compared with the threshold value. A limit control is performed on the prediction residual signal depending on a result of the comparison, and an output signal is generated based on the prediction residual signal having been subjected to the limit control using the linear prediction coefficient.
    Type: Grant
    Filed: April 10, 2018
    Date of Patent: September 17, 2019
    Assignee: PANASONIC INTELLECTUAL PROPERTY CORPORATION OF AMERICA
    Inventor: Shinichi Yuzuriha
  • Patent number: 10419612
    Abstract: A method, system, and a computer program product are provided for monitoring an emotional state of a conversation by monitoring a communication between first and second persons to determine an emotional state of the communication, providing a visual representation of the emotional state of the communication for display to a person having access to the communication, and performing an intervention action to improve the emotional state of the communication in response to detecting the emotional state of the communication meets one or more specified intervention criteria.
    Type: Grant
    Filed: July 31, 2018
    Date of Patent: September 17, 2019
    Assignee: International Business Machines Corporation
    Inventor: Thomas G. Zimmerman
  • Patent number: 10404860
    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: March 14, 2019
    Date of Patent: September 3, 2019
    Assignee: Nice Ltd.
    Inventors: Natalia Beatriz Piaggio, Leonard Michael Newnham
  • Patent number: 10397285
    Abstract: When a parameter included in a session start request indicates that a session-start-request-transmitting terminal device has reserved a resource, a parameter value rewrite unit rewrites the value of the parameter into a value indicating the resource unreserved. A session start request transmission control unit controls a communication unit to cause a session start request after the value of the parameter is rewritten to be transmitted to a session-start-request-receiving network. When the parameter value rewrite unit has not rewritten the value of the parameter, the received session start request is transmitted. When receiving a response indicating that a resource is reserved in a session-start-request-receiving terminal device, a calling-in-progress notification transmission control unit controls the communication unit so that calling-in-progress notification is transmitted to the session-start-request-transmitting terminal device.
    Type: Grant
    Filed: February 21, 2017
    Date of Patent: August 27, 2019
    Assignee: NEC CORPORATION
    Inventor: Koichi Sarashiya
  • Patent number: 10382628
    Abstract: A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.
    Type: Grant
    Filed: June 3, 2014
    Date of Patent: August 13, 2019
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Robert C. Steiner, Tony McCormack, John McGreevy
  • Patent number: 10375242
    Abstract: A system and method for user notification regarding detected events is provided. A plurality of messages are accessed from one or more sources. Those of the messages associated with one or more potential events are identified. The potential events are detected based on the messages. At least one of the potential events is identified as an event based on a number of messages associated with that potential event. Metadata regarding the event is extracted by from the messages associated with the event. Information regarding the event is obtained from a third party different from the one or more sources of the monitored messages. A message regarding the event is generated, the generated message comprising the extracted metadata and the information. At least one user associated with the event is identified, wherein the at least one user is notified of the event using the generated message.
    Type: Grant
    Filed: April 10, 2017
    Date of Patent: August 6, 2019
    Assignee: Intellisist, Inc.
    Inventors: David Milstein, Gilad Odinak, Howard M. Lee
  • Patent number: 10366786
    Abstract: 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: Grant
    Filed: April 24, 2017
    Date of Patent: July 30, 2019
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: David L. Wellons, Diane Brown Turcan
  • 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: 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
    Assignee: METROPOLITAN LIFE INSURANCE CO.
    Inventor: Tom Wolf
  • 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: 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