Patents by Inventor Ran R. Cohen

Ran R. Cohen 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).

  • Programmable agent workstation system and method
    Patent number: 7010610
    Abstract: A programmable workstation system and method for network based call center with telephony functions provided over the IP network and using a personal computer is disclosed. For such automated call centers there exists a need to coordinate the telephony functions with agent availability functions. Existing solutions use a switch and PSTN phone to communicate information to an automated call director (ACD). The present invention solves the problem of doing similar reporting and with coexistence of telephony functions along with agent data functions. Features of invention include (a) special protocols to relay agent information to Virtual ACD and coexist with H.323 signaling and (b) the ability to relay agent status and provide screen based interface to agent also for such information for agent availability and alerting. The system disclosed generally incorporates JavaPhone (105, 4400), PlusTcp (109, 5500), and PlusTapi (110, 6600) APIs with associated method functions to implement the major functions.
    Type: Grant
    Filed: May 22, 2000
    Date of Patent: March 7, 2006
    Assignee: International Business Machines Corporation
    Inventors: Paul G. Ringhof, Edward J. Dahmus, Ran R. Cohen, Roni Klimer, Uzi U. Shvadron, Julio Wong, Danny J. Hood
  • Call director system and method
    Patent number: 6785741
    Abstract: A call director (CD) system and method is disclosed which enables a Virtual Automatic Call Director (ACD) environment with integrated voice response unit (VRU) and Virtual Automatic Call Distributor (VACD) to have a programmable interface with a common script logic so that the complete call flow can be executed in a single process. The disclosed system incorporates a network interface (111), one or more VPU IP telephony servers (112), a MCU configuration/supervision unit (113), Virtual Automatic Call Distributor (VACD) subsystem (114), customer information files (115), and incoming call router (ICR) (104).
    Type: Grant
    Filed: May 9, 2000
    Date of Patent: August 31, 2004
    Assignee: International Business Machines Corporation
    Inventors: Baiju D. Mandalia, Edward J. Dahmus, Pnina P. Vortman, Ran R. Cohen, Uzi U. Shavdron, Ann-Marie W. Hoher, Vicki L. Colson, Paul G. Ringhof, Elinor R. Williams
  • Multi-service communication system and method
    Patent number: 6654456
    Abstract: A multi-service communication system and method is disclosed which permits the integration of traditional PSTN functions and voice-over-IP/voice-over-data (VOIP/VOD) functions within the same communication system. The extension of scripting functions to support these features in general simultaneously permits the script to interact with PSTN and IP telephones within the context of the same services, to share the same service logic for both PSTN and IP media, to conference participants on both PSTN and IP, to store and forward information between the two media, to play on-hold media to the interface, and/or to monitor information between the two media. In general the disclosed invention is amenable to the integration of PSTN and VOIP networks, but other service functions may be integrated with no loss of generality.
    Type: Grant
    Filed: March 8, 2000
    Date of Patent: November 25, 2003
    Assignee: International Business Machines Corporation
    Inventors: Baiju D. Mandalia, Ann-Marie W. Hoher, Scott S. Joffe, Tommy R. Alcendor, Ran R. Cohen, Uzi U. Shvadron