Patents Examined by William J. Deane, Jr.
  • 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: 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: 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
  • 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: 7430289
    Abstract: The invention provides a method and system for temporarily provisioning a telephone service feature. At the request of a calling or called party, a telephone service feature to be temporarily provisioned can be identified. Once identified, the telephone service feature can be provisioned and activated to handle the telephone service feature. Upon completion of the call, the requested telephone service is deactivated. In order to activate the requested telephone service feature, system resources can be allocated to support the identified telephone service feature. The allocation of system resources can include reserving a pool of resources for activating the identified telephone service feature. For example, a pool of line interface circuits may be reserved specifically for providing temporary provisioning of the telephone service feature for subscribers. An available resource capable of processing the identified telephone service feature can be selected from the pool of resources.
    Type: Grant
    Filed: January 3, 2002
    Date of Patent: September 30, 2008
    Assignee: International Business Machines Corporation
    Inventors: Thomas E. Creamer, Joseph H. McIntyre, Victor S. Moore, Glen R. Walters
  • Patent number: 7397909
    Abstract: The invention provides systems and methods in which an incoming call port is looped back at a switch and, under control of a call segment controller, is directed to applications and/or other termination points to provide enhanced calling services. According to a preferred embodiment, the call segment controller is provided with initial call instructions to initially direct an incoming call. The call may then be directed to an application which interacts with the call to determine further call instructions. These further call instructions are passed to the call segment controller to further process the call. Under control of the call segment controller the call may be directed to multiple termination points, including redirection to the application to provide subsequent interaction with the call.
    Type: Grant
    Filed: October 18, 2001
    Date of Patent: July 8, 2008
    Assignee: InterVoice Limited Partnership
    Inventor: James A. Campbell
  • Patent number: 7394894
    Abstract: A signaling processor receives a first signaling message indicating a called telephone number for the call. The signaling processor processes the called telephone number from the first signaling message to determine if call validation is required. If the call validation is not required, then the signaling processor processes the called telephone number to determine routing information without the call validation. If the call validation is required, then the signaling processor determines if the call is valid, and if the call is valid, then the signaling processor processes the called telephone number to determine the routing information. The signaling processor transfers a second signaling message indicating the routing information for the call.
    Type: Grant
    Filed: May 16, 2006
    Date of Patent: July 1, 2008
    Assignee: Sprint Communications Company L.P.
    Inventors: Joseph Michael Christie, Manu Chand Bahl, Albert Daniel Duree, Michael Joseph Gardner, Daniel Charles Sbisa, William Lyle Wiley
  • Patent number: 7386314
    Abstract: A mobile communication system for communicating data with various priorities is provided. The system comprises a transmitting device for transmitting data having a transmission priority, an object mobile communication terminal designated for receiving the data; and a plurality of intermediate mobile communication terminals, wherein at least one of said plurality of intermediate mobile communication terminals receives the data from the transmitting device, determines the priority of the data, and forwards the data to the object mobile communication terminal via a particular communication path based on the priority of the data.
    Type: Grant
    Filed: April 21, 2003
    Date of Patent: June 10, 2008
    Assignee: LG Electronics Inc.
    Inventor: Young Woong Kim
  • Patent number: 7379543
    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 requester 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: June 5, 2001
    Date of Patent: May 27, 2008
    Assignee: Ayman, LLC.
    Inventors: Ayman Hariri, Scott D. Birnbaum
  • Patent number: 7376228
    Abstract: A call center management system employs out-of-band signaling, such as provided by ISDN telecommunications technology, to manage outbound calls from a call center. By communicating with a central office of the PSTN in this way, it is possible to exercise a great degree of control over outbound calls originating from the call center. This control may be used, for example, to insert a meaningful caller identification label into the outbound call, or to manage dead air time within limits established by law, custom, or convenience, and to provide detailed reporting of outbound call activity.
    Type: Grant
    Filed: May 29, 2003
    Date of Patent: May 20, 2008
    Assignee: Castel, Inc.
    Inventors: V. Lawrence Haug, Jr., Dennis H. Fieldman
  • Patent number: 7376227
    Abstract: A system for integrating a contact center, an agent station, and a customer relation management server for communication includes a network adapter node having port connection to the contact center, the agent station, and the customer relation management server; and one or more dynamic states running on the network adapter mode wherein the one or more states described represent current agent activity and presence attributes according to model. In preferred application the customer relation management server is adapted to deliver data and or services or notification of availability thereof to the agent station based on the current state information for one or more events active or in queue for the agent station.
    Type: Grant
    Filed: November 18, 2004
    Date of Patent: May 20, 2008
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Nikolay Anisimov, Petr Makagon, Herbert Willi Artur Ristock, Andrey Ryabchun
  • Patent number: 7372955
    Abstract: A system and method for accessing a wireless network from a handset connected to a public wiring network are described. A request to establish a communication is received from a user interface. A connection path is determined for the communication based on an identification parameter of the communication. Finally, the communication is transmitted along the connection path.
    Type: Grant
    Filed: February 26, 2001
    Date of Patent: May 13, 2008
    Assignee: Cisco Technology, Inc.
    Inventors: Brian Ryder, Anthony B. Black
  • Patent number: 7372957
    Abstract: Various method and apparatus are provided to perform call routing, queuing and other call processing in packet telephony networks. In one embodiment, an automatic call distributor (ACD) system to perform call processing for packet telephony calls may include a call control proxy subsystem coupled to an ACD application. The call control proxy subsystem may be arranged to handle call control for packet telephony calls on behalf of one or more other subsystems or endpoints. The ACD application may control or coordinate call processing for packet telephony calls.
    Type: Grant
    Filed: December 24, 2002
    Date of Patent: May 13, 2008
    Assignee: Intel Corporation
    Inventors: Carl R. Strathmeyer, Donald K. Finnie, Hugh P. Mercer
  • Patent number: 7372953
    Abstract: Methods and systems for routing SS7 messages based on DPC-based routing rules and non-DPC-based routing rules are disclosed. For a message containing signaling system 7 (SS7) information, a message routing function at an SS7 signaling message routing node searches a list of message routing rules using a search key including a DPC parameter extracted from the signaling message. If a matching entry is not located in the first routing rule list, a default SS7 routing rule may be used to route the message. The default routing rule may include wildcard values for each of the network ID, network cluster, and cluster member components of the DPC address field. Multiple default routing rules may be defined using various SS7 discriminator parameters. In addition, new DPC-based routing rules can be created and added to the list of DPC-based routing rules based on lookups in the set of non-DPC-based routing rules.
    Type: Grant
    Filed: May 28, 2003
    Date of Patent: May 13, 2008
    Assignee: Tekelec
    Inventors: Robert J. Delaney, Todd Eichler
  • Patent number: 7372844
    Abstract: A call routing method in VoIP (Voice over Internet Protocol) capable of performing voice service assuring best voice quality is obtained by predicting voice quality using network parameters that affect the voice quality, and then performing a call routing to a gateway with a maximum MOS (Mean Opinion Score) value out of a gateway group. Also, actively responding to organically changing network environment and providing a best call routing path for the network environment before setting up a call, best voice quality can be provided.
    Type: Grant
    Filed: December 29, 2003
    Date of Patent: May 13, 2008
    Assignee: Samsung Electronics Co., Ltd.
    Inventor: Dae-Hyun Lee