Patents by Inventor Robert John Barnes
Robert John Barnes 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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Patent number: 9014345Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.Type: GrantFiled: May 12, 2014Date of Patent: April 21, 2015Assignee: Verint Americas Inc.Inventors: Robert John Barnes, Marc Calahan, Jamie Richard Williams, Thomas Z. Dong, Damian Smith
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Patent number: 8958557Abstract: Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises, receiving information related to a transaction, wherein the information includes video. Additionally, the method includes initiating a recording of the video and identifying visual content in the video that is to be protected. The method further comprises preventing unauthorized access to the visual content during replay of the recording of the video.Type: GrantFiled: April 27, 2010Date of Patent: February 17, 2015Assignee: Verint Americas Inc.Inventors: Joseph Watson, Damian Smith, Robert John Barnes
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Publication number: 20140334611Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.Type: ApplicationFiled: May 12, 2014Publication date: November 13, 2014Inventors: Robert John Barnes, Marc Calahan, Jamie Richard Williams, Thomas Z. Dong, Damian Smith
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Patent number: 8837697Abstract: Included are embodiments for detecting presence in a communications system environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.Type: GrantFiled: December 7, 2006Date of Patent: September 16, 2014Assignee: Verint Americas Inc.Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
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Patent number: 8743730Abstract: Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes determining, at a first time, a first extension-to-channel mapping configuration, the first extension-to-channel mapping configuration including an indication that at least one extension is coupled to a first recording channel. Similarly, some embodiments include determining, at a second time, a second extension-to-channel mapping configuration, the second extension-to-channel mapping configuration including an indication that the at least one extension is coupled to a second recording channel. Similarly, some embodiments include creating an extension-to-channel map, the extension-to-channel map indicating a configuration of the at least one extension, the first recording channel, and the second channel during a time period between the first time and the second time.Type: GrantFiled: March 30, 2007Date of Patent: June 3, 2014Assignee: Verint Americas Inc.Inventors: Marc Calahan, Jamie Richard Williams, Kenneth Richard Brodhagen, Damian Smith, Robert John Barnes
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Patent number: 8724778Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.Type: GrantFiled: December 14, 2010Date of Patent: May 13, 2014Assignee: Verint Americas Inc.Inventors: Robert John Barnes, Marc Calahan, Jamie Richard Williams, Thomas Z. Dong, Damian Smith
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Patent number: 8675824Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.Type: GrantFiled: December 14, 2010Date of Patent: March 18, 2014Assignee: Verint Americas Inc.Inventors: Robert John Barnes, Marc Calahan, Jamie Richard Williams, Thomas Z. Dong, Damian Smith
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Patent number: 8675825Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.Type: GrantFiled: December 14, 2010Date of Patent: March 18, 2014Assignee: Verint Americas Inc.Inventors: Robert John Barnes, Marc Calahan, Jamie Richard Williams, Thomas Z. Dong, Damian Smith
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Patent number: 8483074Abstract: Systems and methods for providing recording as a network service are provided. A representative method incorporates: communicating instructions to a network, the instructions indicating that IP packets associated with a communication that is to be recorded are to be directed to long term storage such that the network: receives the instructions; determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded; and directs information corresponding to the IP packets associated with the communication to a long term storage device.Type: GrantFiled: April 28, 2010Date of Patent: July 9, 2013Assignee: Verint Americas, Inc.Inventors: Steve Byrd, John Bourne, Jamie Richard Williams, Dan Spohrer, Robert John Barnes
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Patent number: 8401155Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.Type: GrantFiled: May 22, 2009Date of Patent: March 19, 2013Assignee: Verint Americas, Inc.Inventors: Robert John Barnes, Jamie Richard Williams, Marc Calahan, Thomas Z. Dong, Damian Smith
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Patent number: 8320886Abstract: Mobile device based communication sessions are recorded and communicated via a receiver to a session data manager. The session data manager processes received representations of the communication sessions in response to metadata generated on the mobile device. In some embodiments, the session data manager is coupled to a data store that indexes the representations. A server identifies and forwards a stored representation in response to a request from a requester with appropriate access privileges.Type: GrantFiled: May 23, 2007Date of Patent: November 27, 2012Assignee: Verint Americas, Inc.Inventors: Robert John Barnes, Jamie Richard Williams
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Patent number: 8204053Abstract: IP packets associated with a communication are received at a first network device in an IP recording system. The first network device communicates to other devices in the IP recording network to receive a determination if the IP packets associated with the communication are to be recorded. The first network device may then be instructed to direct the IP packets associated with the communication to a recording device. In some implementations, the IP packets may duplicated, encrypted, re-encoded, compressed, etc. prior to recording.Type: GrantFiled: January 16, 2009Date of Patent: June 19, 2012Assignee: Verint Americas, Inc.Inventors: Jamie Richard Williams, Marc Calahan, Robert John Barnes
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Patent number: 8199886Abstract: Included are embodiments for recording communications. At least one embodiment of a method includes receiving an invite message relating to a communication between a first communications device and a second communications device, extracting information associated with the communication, and tagging the extracted information from a header, the extracted information being associated with the communication.Type: GrantFiled: December 7, 2006Date of Patent: June 12, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
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Patent number: 8170184Abstract: Included are embodiments for channel mapping. At least one embodiment of a system includes an initiating component configured to initiate a communication with a communications device, the communications device being coupled to a first extension. Some embodiments include a receiving component configured to receive recording data from a plurality of extensions at a plurality of recording resources, the plurality of extensions including the first extension and at least one other extension. Similarly, some embodiments include a first determining component configured to determine a channel that received the initiated communication.Type: GrantFiled: March 30, 2007Date of Patent: May 1, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Jamie Richard Williams, Kenneth Richard Brodhagen, Damian Smith, Robert John Barnes
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Patent number: 8155275Abstract: Systems and methods for managing alarms from recorders are provided. An exemplary method comprises the steps of: receiving alarm alerts from one or more recorders by a central application module, the alarm alerts being operative to notify a user of a problem associated with the one or more recorders, storing the alarm alerts in an alarm database, and managing the alarm alerts by the central application module so that a user can view the alarm alerts.Type: GrantFiled: April 3, 2006Date of Patent: April 10, 2012Assignee: Verint Americas, Inc.Inventors: Robert John Barnes, Rajan Gupta
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Patent number: 8139741Abstract: Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.Type: GrantFiled: April 28, 2010Date of Patent: March 20, 2012Assignee: Verint Americas, Inc.Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
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Patent number: 7965828Abstract: Included are embodiments for detecting presence in a call control protocol environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.Type: GrantFiled: December 8, 2006Date of Patent: June 21, 2011Assignee: Verint Americas Inc.Inventors: Marc Calahan, Jamie Richard Williams, Robert John Barnes
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Patent number: 7903568Abstract: Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded and the network directs information corresponding to the IP packets associated with the communication to a long term storage device.Type: GrantFiled: September 29, 2006Date of Patent: March 8, 2011Assignee: Verint Americas Inc.Inventors: Steve Byrd, John Bourne, Jamie Richard Williams, Dan Spohrer, Robert John Barnes
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Patent number: 7852994Abstract: Systems and methods for recording audio are provided. In this regard, an representative method comprises: receiving audio information corresponding to an audio communication; receiving parameter information corresponding to a manner in which the audio communication is to be provided to a user in audible form; providing the audio information and the parameter information in the form of Internet Protocol (IP) packets; and recording the audio information and the parameter information provided by the IP packets.Type: GrantFiled: March 31, 2006Date of Patent: December 14, 2010Assignee: Verint Americas Inc.Inventors: Christopher D. Blair, Richard Laurence Heap, Robert John Barnes
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Publication number: 20100202611Abstract: Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises, receiving information related to a transaction, wherein the information includes video. Additionally, the method includes initiating a recording of the video and identifying visual content in the video that is to be protected. The method further comprises preventing unauthorized access to the visual content during replay of the recording of the video.Type: ApplicationFiled: April 27, 2010Publication date: August 12, 2010Applicant: VERINT AMERICAS INC.Inventors: Joseph Watson, Damian Smith, Robert John Barnes