Patents by Inventor Daniel R. Cropp
Daniel R. Cropp has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Publication number: 20240031485Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.Type: ApplicationFiled: October 5, 2023Publication date: January 25, 2024Inventors: Thomas V. Curtin, Kevin Mark Beale, Daniel R. Cropp
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Publication number: 20230362301Abstract: A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.Type: ApplicationFiled: July 18, 2023Publication date: November 9, 2023Inventors: Thomas V. Curtin, Alena L. Aiken, Kevin Mark Beale, Wayne Paul Waldner, Daniel R. Cropp, Alan D. Tucker
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Patent number: 11792320Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.Type: GrantFiled: April 28, 2022Date of Patent: October 17, 2023Assignee: AMERICAN TEL-A-SYSTEMS, INC.Inventors: Thomas V. Curtin, Kevin Mark Beale, Daniel R. Cropp
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Patent number: 11750740Abstract: A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.Type: GrantFiled: April 20, 2021Date of Patent: September 5, 2023Assignee: AMERICAN TEL-A-SYSTEMS, INC.Inventors: Thomas V. Curtin, Alena L. Aiken, Kevin Mark Beale, Wayne Paul Waldner, Daniel R. Cropp, Alan D. Tucker
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Publication number: 20230109021Abstract: A system comprises a database configured to store a plurality of baseline scripts, an applications server communicatively coupled to the database, and an analytics engine. Each of the plurality of baseline scripts is associated with a client of a call center and comprises a plurality of questions for guiding a communication session between an agent and a party. The applications server is configured to monitor a plurality of communication sessions. Each of the plurality of communication sessions is guided by a respective one of the plurality of baseline scripts. The applications server is further configured to obtain information about an actual call flow of each of the communication sessions and send the obtained information about the actual call flow of each of the communication sessions to the analytics engine. The analytics engine is configured to determine one or more proposed changes to a baseline script.Type: ApplicationFiled: October 6, 2021Publication date: April 6, 2023Inventors: Thomas V. Curtin, Kevin Mark Beale, Paul L. Hansen, Wayne Paul Waldner, Daniel R. Cropp
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Publication number: 20220256034Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.Type: ApplicationFiled: April 28, 2022Publication date: August 11, 2022Inventors: Thomas V. Curtin, Kevin Mark Beale, Daniel R. Cropp
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Patent number: 11323567Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.Type: GrantFiled: December 18, 2020Date of Patent: May 3, 2022Assignee: AMERICAN TEL-A-SYSTEMS, INC.Inventors: Thomas V. Curtin, Kevin Mark Beale, Daniel R. Cropp
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Publication number: 20210243299Abstract: A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.Type: ApplicationFiled: April 20, 2021Publication date: August 5, 2021Inventors: Thomas V. Curtin, Alena L. Aiken, Kevin Mark Beale, Wayne Paul Waldner, Daniel R. Cropp, Alan D. Tucker
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Patent number: 11032416Abstract: A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.Type: GrantFiled: January 25, 2019Date of Patent: June 8, 2021Assignee: American TEL-A Systems, Inc.Inventors: Thomas V. Curtin, Alena L. Aiken, Kevin Mark Beale, Wayne Paul Waldner, Daniel R. Cropp, Alan D. Tucker
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Publication number: 20210136224Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.Type: ApplicationFiled: December 18, 2020Publication date: May 6, 2021Inventors: Thomas V. Curtin, Kevin Mark Beale, Daniel R. Cropp
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Patent number: 10917524Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.Type: GrantFiled: October 30, 2019Date of Patent: February 9, 2021Assignee: American TEL-A-Systems, Inc.Inventors: Thomas V. Curtin, Kevin Mark Beale, Daniel R. Cropp
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Publication number: 20200244803Abstract: A system comprises an applications server configured to communicatively couple to a softswitch, a resource server, and a database. The applications server is configured to receive, from the softswitch, an indication that a call from a calling party directed to a called number was received and determine, in response to the indication that the call was received, whether to route the call to an available agent or to a speech-enabled intelligent script associated with one of the called number or the calling party. The applications server is configured to instruct the softswitch to route the call to the speech-enabled intelligent script in response to a determination to route the call to the speech-enabled intelligent script. The applications server is configured to instruct the softswitch to route the call to the available agent in response to a determination to route the call to the available agent.Type: ApplicationFiled: January 25, 2019Publication date: July 30, 2020Inventors: Thomas V. Curtin, Alena L. Aiken, Kevin Mark Beale, Wayne Paul Waldner, Daniel R. Cropp, Alan D. Tucker