Patents by Inventor Rajeshwari Edamadaka

Rajeshwari Edamadaka 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).

  • Patent number: 11558508
    Abstract: A method and a system for reporting metrics relating to customer calls for fungible agents that are utilizing multiple servicing applications in a contact center environment are provided. The method includes: receiving a service request call from a customer; determining applications that are usable for responding to the service request call from among a predetermined plurality of applications; monitoring the service request call in order to obtain information relating to call timing and events occurring during the call; when the service request call is completed, determining call-specific metrics such as hold time, number of transfers, and or idle time based on the information obtained during the monitoring; and reporting the metrics to a repository. Additional metrics that are specific to an agent assigned to handle the call may also be determined.
    Type: Grant
    Filed: June 30, 2021
    Date of Patent: January 17, 2023
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventor: Rajeshwari Edamadaka
  • Publication number: 20230007122
    Abstract: A method and a system for reporting metrics relating to customer calls for fungible agents that are utilizing multiple servicing applications in a contact center environment are provided. The method includes: receiving a service request call from a customer; determining applications that are usable for responding to the service request call from among a predetermined plurality of applications; monitoring the service request call in order to obtain information relating to call timing and events occurring during the call; when the service request call is completed, determining call-specific metrics such as hold time, number of transfers, and or idle time based on the information obtained during the monitoring; and reporting the metrics to a repository. Additional metrics that are specific to an agent assigned to handle the call may also be determined.
    Type: Application
    Filed: June 30, 2021
    Publication date: January 5, 2023
    Applicant: JPMorgan Chase Bank, N.A.
    Inventor: Rajeshwari EDAMADAKA
  • Publication number: 20220405152
    Abstract: A method and a system for providing a container application for a servicing platform are provided. The method includes: displaying, at each of a plurality of workstations, a user interface; receiving, from a first user via the user interface, a first software application; receiving, from a second user via the user interface, a second software application; and facilitating a use of each of the first software application and the second software application by each of the first user, the second user, and at least a third user via a container application that provides access to a plurality of software applications. The user interface may include a microfront end that implements a plurality of microservices that correspond to a subset of the plurality of software applications.
    Type: Application
    Filed: June 22, 2021
    Publication date: December 22, 2022
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Murali PINGALI
  • Patent number: 11509611
    Abstract: A system and a method for routing a message to an application over a connection oriented session in a Kafka messaging platform environment are provided. The method includes: acquiring a plurality of partitions from the Kafka messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route to the sticky partition; receiving a subscription from a service that corresponds to a first application; transmitting, to the first application, a first routing key that identifies the subscription from among the plurality of routing keys; and receiving messages from Kafka services that are routed by the first routing key to the first application. For any particular application or set of applications, a plurality of connection oriented sessions may be used to achieve load balancing and high availability.
    Type: Grant
    Filed: November 4, 2020
    Date of Patent: November 22, 2022
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Rajeshwari Edamadaka, Diarmuid Leonard
  • Publication number: 20220303234
    Abstract: A system and a method for providing resiliency in a telephony communication system are provided. The method includes: obtaining resources that are available in a first data center; receiving, from a client, a request for accessing a first resource; transmitting, to the client, a first Uniform Resource Locator (URL) that includes information for facilitating a client access to the first resource in the first data center; when the first resource becomes unavailable in the first data center and available in a second data center, transmitting, to the second data center, a subscribe message for facilitating a client access to the first resource in the second data center; and when the client access to the first resource in the second data center is available, transmitting, to the client, a second URL that includes information for facilitating the client access to the first resource in the second data center.
    Type: Application
    Filed: June 7, 2022
    Publication date: September 22, 2022
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Patent number: 11438285
    Abstract: A system and a method for managing contact center functionality are provided. The method includes: receiving, from a servicing application, a request for a web application that implements a plurality of contact center functions; integrating the web application into the servicing application; and displaying a ribbon that includes information that relates to each of the plurality of contact center functions. The ribbon may be embeddable in a user interface screen of the servicing application.
    Type: Grant
    Filed: November 4, 2020
    Date of Patent: September 6, 2022
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Rajeshwari Edamadaka, Diarmuid Leonard
  • Publication number: 20220263780
    Abstract: A system and a method for processing a message on a processing platform, such as a Kafka processing platform, are provided. The method includes: acquiring a plurality of partitions from the messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route messages to the sticky partition; using a first routing key from among the plurality of routing keys to identify a first service subscription; subscribing to a second service using the first routing key; and receiving a message transmitted by the second service.
    Type: Application
    Filed: May 3, 2022
    Publication date: August 18, 2022
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Patent number: 11388123
    Abstract: A system and a method for providing resiliency in a telephony communication system are provided. The method includes: obtaining resources that are available in a first data center; receiving, from a client, a request for accessing a first resource; transmitting, to the client, a first Uniform Resource Locator (URL) that includes information for facilitating a client access to the first resource in the first data center; when the first resource becomes unavailable in the first data center and available in a second data center, transmitting, to the second data center, a subscribe message for facilitating a client access to the first resource in the second data center; and when the client access to the first resource in the second data center is available, transmitting, to the client, a second URL that includes information for facilitating the client access to the first resource in the second data center.
    Type: Grant
    Filed: November 4, 2020
    Date of Patent: July 12, 2022
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Rajeshwari Edamadaka, Diarmuid Leonard
  • Patent number: 11356394
    Abstract: A system and a method for processing a message on a processing platform, such as a Kafka processing platform, are provided. The method includes: acquiring a plurality of partitions from the messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route messages to the sticky partition; using a first routing key from among the plurality of routing keys to identify a first service subscription; subscribing to a second service using the first routing key; and receiving a message transmitted by the second service.
    Type: Grant
    Filed: November 4, 2020
    Date of Patent: June 7, 2022
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Rajeshwari Edamadaka, Diarmuid Leonard
  • Patent number: 11218595
    Abstract: A system and a method for providing resiliency in a telephony communication system are provided. The method includes: receiving registration information that relates to a requested service, the registration information including a service name, a resource identifier such as a directory number, at least one pool, and status information; and mapping the received registration information to a database that associates the name of the requested service with the resource identifier and each pool and associates each pool with the status information; and transmitting at least two Uniform Resource Locators (URLs), including a primary URL and a backup URL, for providing the requested service.
    Type: Grant
    Filed: November 4, 2020
    Date of Patent: January 4, 2022
    Assignee: JPMORGAN CHASE BANK, N.A.
    Inventors: Rajeshwari Edamadaka, Diarmuid Leonard
  • Publication number: 20210385290
    Abstract: A system and a method for routing a message to an application over a connection oriented session in a Kafka messaging platform environment are provided. The method includes: acquiring a plurality of partitions from the Kafka messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route to the sticky partition; receiving a subscription from a service that corresponds to a first application; transmitting, to the first application, a first routing key that identifies the subscription from among the plurality of routing keys; and receiving messages from Kafka services that are routed by the first routing key to the first application. For any particular application or set of applications, a plurality of connection oriented sessions may be used to achieve load balancing and high availability.
    Type: Application
    Filed: November 4, 2020
    Publication date: December 9, 2021
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Publication number: 20210382762
    Abstract: A system and a method for providing resiliency in a telephony communication system are provided. The method includes: obtaining resources that are available in a first data center; receiving, from a client, a request for accessing a first resource; transmitting, to the client, a first Uniform Resource Locator (URL) that includes information for facilitating a client access to the first resource in the first data center; when the first resource becomes unavailable in the first data center and available in a second data center, transmitting, to the second data center, a subscribe message for facilitating a client access to the first resource in the second data center; and when the client access to the first resource in the second data center is available, transmitting, to the client, a second URL that includes information for facilitating the client access to the first resource in the second data center.
    Type: Application
    Filed: November 4, 2020
    Publication date: December 9, 2021
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Publication number: 20210382768
    Abstract: A system and a method for managing contact center functionality are provided. The method includes: receiving, from a servicing application, a request for a web application that implements a plurality of contact center functions; integrating the web application into the servicing application; and displaying a ribbon that includes information that relates to each of the plurality of contact center functions. The ribbon may be embeddable in a user interface screen of the servicing application.
    Type: Application
    Filed: November 4, 2020
    Publication date: December 9, 2021
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Publication number: 20210385176
    Abstract: A system and a method for processing a message on a processing platform, such as a Kafka processing platform, are provided. The method includes: acquiring a plurality of partitions from the messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route messages to the sticky partition; using a first routing key from among the plurality of routing keys to identify a first service subscription; subscribing to a second service using the first routing key; and receiving a message transmitted by the second service.
    Type: Application
    Filed: November 4, 2020
    Publication date: December 9, 2021
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Publication number: 20210383439
    Abstract: A system and a method for servicing user interactions are provided. The method includes: receiving, from each respective user, a respective request for a corresponding interaction; obtaining, for each interaction, request-specific information that relates to the received respective request and user-specific information that relates to the respective user; analyzing the request-specific information to determine at least one corresponding microservice that is usable for handling the interaction; and routing the request-specific information and the user-specific information to a respective destination that relates to the determined microservice. For any particular interaction, several corresponding microservices and several corresponding routes and destinations may be determined, and workload distribution metrics may be used to select optimum routes.
    Type: Application
    Filed: November 4, 2020
    Publication date: December 9, 2021
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD, David A. BUTLER
  • Publication number: 20210383404
    Abstract: A system and a method for overcoming a partial failure of an application in a telephony communication system are provided. The method includes: receiving information indicating that a first application has experienced a partial failure; receiving, from each of a plurality of applications, metadata that relates to a corresponding ordered priority of partitions, a corresponding Availability Zone from among a plurality of Availability Zones in which the respective application is located, and a corresponding instance index within the corresponding Availability Zone; sorting the received metadata with respect to the corresponding Availability Zone and with respect to the corresponding instance index; and reassigning, based on a result of the sorting, the first application to an instance index within the Availability Zone in which the first application is located such that a number of the partitions within instance indexes in the corresponding Availability Zone is balanced.
    Type: Application
    Filed: November 4, 2020
    Publication date: December 9, 2021
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Publication number: 20210385332
    Abstract: A system and a method for providing resiliency in a telephony communication system are provided. The method includes: receiving registration information that relates to a requested service, the registration information including a service name, a resource identifier such as a directory number, at least one pool, and status information; and mapping the received registration information to a database that associates the name of the requested service with the resource identifier and each pool and associates each pool with the status information; and transmitting at least two Uniform Resource Locators (URLs), including a primary URL and a backup URL, for providing the requested service.
    Type: Application
    Filed: November 4, 2020
    Publication date: December 9, 2021
    Applicant: JPMorgan Chase Bank, N.A.
    Inventors: Rajeshwari EDAMADAKA, Diarmuid LEONARD
  • Patent number: 10757547
    Abstract: A registration is received from an application framework. The registration is for the application framework to be notified of an event managed by a service gateway. The event is based on a communication service provided by the service gateway. The service gateway detects the event. The service gateway sends a notification associated with the event to the application framework. The notification associated with the event comprises information associated with the event. For example, the notification may include a caller's name and address. An object is received from the application framework that is associated with the event. The object associated with the event further comprises extension information that is not used by the communication service/service gateway. A message is sent to a communication endpoint and/or an external application that comprises the object. The extension information is used to provide custom services that are not supported by the communication service/service gateway.
    Type: Grant
    Filed: November 8, 2017
    Date of Patent: August 25, 2020
    Assignee: Avaya Inc.
    Inventors: Mehmet Balasaygun, Rajeshwari Edamadaka, Adrian Lee, Ruby Agarwal
  • Patent number: 10664778
    Abstract: Negotiation of a future communication through a personal virtual assistant is provided. A trigger command is received. The trigger command identifies a communication received for a recipient from a sender. Schedule information is accessed. The schedule information is related to the recipient of the received communication. A plurality of options is presented to the sender. The plurality of options are for arranging a future communication between the sender and the recipient, and include at least one option determined based on the accessed schedule information. A selection of an option for arranging a future communication is received. The selected option is executed to arrange the future communication.
    Type: Grant
    Filed: May 30, 2017
    Date of Patent: May 26, 2020
    Assignee: Avaya Inc.
    Inventors: Venkatesh Krishnaswamy, Timothy I. Ross, Rajeshwari Edamadaka, Jack Iu, Krishna Kishore Dhara, Michael Vernick
  • Patent number: 10404646
    Abstract: First communication information is received from a first communication session in a first communication medium. The first information has an associated first topic identifier. The first communication information may be a media stream, such as a voice media stream. Second communication information is received from a second communication session in a second communication medium associated with the first topic identifier. The first and second communication mediums are different communication mediums. The second communication session occurs after the first communication session has ended. For example, the second communication medium may be an email that occurs after a voice call has completed. The first information and the second information are stored in a first topic record based on the first topic identifier. A user can then access the topic record to view the first and second communication information for the topic.
    Type: Grant
    Filed: January 26, 2016
    Date of Patent: September 3, 2019
    Assignee: Avaya Inc.
    Inventors: Mehmet Balasaygun, Rajeshwari Edamadaka, Jonathan Mark Silverman, David Skiba