Patents by Inventor Sheri G. Daye
Sheri G. Daye 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: 10244116Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. The data processing system compares an amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.Type: GrantFiled: May 23, 2016Date of Patent: March 26, 2019Assignee: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal
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Patent number: 10142481Abstract: A method for transferring information indicative of a voicemail to a recipient includes receiving a message via a voicemail system transmitted from a remote device. The method also includes storing the message in a memory associated with the voicemail system. The method further includes transmitting a voicemail notification indicator to a recipient via a designated radio frequency band for receipt by a recipient having access to a radio receiver.Type: GrantFiled: March 28, 2017Date of Patent: November 27, 2018Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATIONInventors: Sheri G. Daye, William R. Glendenning, Jr., Peeyush Jaiswal
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Publication number: 20170272576Abstract: A method for transferring information indicative of a voicemail to a recipient includes receiving a message via a voicemail system transmitted from a remote device. The method also includes storing the message in a memory associated with the voicemail system. The method further includes transmitting a voicemail notification indicator to a recipient via a designated radio frequency band for receipt by a recipient having access to a radio receiver.Type: ApplicationFiled: March 28, 2017Publication date: September 21, 2017Inventors: Sheri G. Daye, William R. Glendenning, JR., Peeyush Jaiswal
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Patent number: 9648472Abstract: A method for transferring information indicative of a voicemail to a recipient includes receiving a message via a voicemail system transmitted from a remote device. The method also includes storing the message in a memory associated with the voicemail system. The method further includes transmitting a voicemail notification indicator to a recipient via a designated radio frequency band for receipt by a recipient having access to a radio receiver.Type: GrantFiled: March 16, 2016Date of Patent: May 9, 2017Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATIONInventors: Sheri G. Daye, William R. Glendenning, Jr., Peeyush Jaiswal
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Publication number: 20160269557Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. The data processing system compares an amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill The data processing system performs skill-based routing in a contact center by reference to the agent skill record.Type: ApplicationFiled: May 23, 2016Publication date: September 15, 2016Inventors: Sheri G. Daye, Peeyush Jaiswal
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Patent number: 9420107Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.Type: GrantFiled: March 17, 2015Date of Patent: August 16, 2016Assignee: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal
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Patent number: 9338291Abstract: Inserting time zone information within an Integrated Services for Digital Network (ISDN) message header is provided. A time zone indicator corresponding to an origin of a communication is inserted into a time zone indicator field within a header of an ISDN message. The ISDN message with the inserted time zone indicator corresponding to the origin of the communication within the header is sent to another data processing system via a network.Type: GrantFiled: May 7, 2014Date of Patent: May 10, 2016Assignee: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal, Slobodan Sipcic, Fang Wang
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Publication number: 20150326719Abstract: Inserting time zone information within an Integrated Services for Digital Network (ISDN) message header is provided. A time zone indicator corresponding to an origin of a communication is inserted into a time zone indicator field within a header of an ISDN message. The ISDN message with the inserted time zone indicator corresponding to the origin of the communication within the header is sent to another data processing system via a network.Type: ApplicationFiled: May 7, 2014Publication date: November 12, 2015Applicant: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal, Slobodan Sipcic, Fang Wang
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Patent number: 9183836Abstract: A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print and according to a speaker's subsequent age, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print.Type: GrantFiled: March 7, 2014Date of Patent: November 10, 2015Assignee: Nuance Communications, Inc.Inventors: Sheri G. Daye, Peeyush Jaiswal, Fang Wang
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Patent number: 9093062Abstract: Embodiments of the present invention provide a system, method, and program product to deliver an announcement to people, such as a public announcement. A computer receives input representative of audio from one or more people speaking in one or more natural languages. The computer processes the input to identify the languages being spoken, and identifies a relative proportion of each of the identified languages. Using these proportions, the computer determines one or more languages in which to deliver the announcement. The computer then causes to be delivered the announcement in the determined languages. In other embodiments, the computer can also determine an order in which to deliver the announcement. Further, the computer can transmit the announcement in the determined languages and order for delivery in aural or visual form.Type: GrantFiled: January 27, 2015Date of Patent: July 28, 2015Assignee: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal, Aleksas J. Vitenas
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Publication number: 20150195408Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill The data processing system performs skill-based routing in a contact center by reference to the agent skill record.Type: ApplicationFiled: March 17, 2015Publication date: July 9, 2015Inventors: Sheri G. Daye, Peeyush Jaiswal
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Patent number: 9049298Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.Type: GrantFiled: October 23, 2009Date of Patent: June 2, 2015Assignee: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal
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Publication number: 20150142431Abstract: Embodiments of the present invention provide a system, method, and program product to deliver an announcement to people, such as a public announcement. A computer receives input representative of audio from one or more people speaking in one or more natural languages. The computer processes the input to identify the languages being spoken, and identifies a relative proportion of each of the identified languages. Using these proportions, the computer determines one or more languages in which to deliver the announcement. The computer then causes to be delivered the announcement in the determined languages. In other embodiments, the computer can also determine an order in which to deliver the announcement. Further, the computer can transmit the announcement in the determined languages and order for delivery in aural or visual form.Type: ApplicationFiled: January 27, 2015Publication date: May 21, 2015Inventors: Sheri G. Daye, Peeyush Jaiswal, Aleksas J. Vitenas
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Patent number: 9015032Abstract: Embodiments of the present invention provide a system, method, and program product to deliver an announcement to people, such as a public announcement. A computer receives input representative of audio from one or more people speaking in one or more natural languages. The computer processes the input to identify the languages being spoken, and identifies a relative proportion of each of the identified languages. Using these proportions, the computer determines one or more languages in which to deliver the announcement. The computer then causes to be delivered the announcement in the determined languages. In other embodiments, the computer can also determine an order in which to deliver the announcement. Further, the computer can transmit the announcement in the determined languages and order for delivery in aural or visual form.Type: GrantFiled: November 28, 2011Date of Patent: April 21, 2015Assignee: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal, Aleksas J. Vitenas
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Patent number: 8942365Abstract: A method for monitoring and providing access to back to back scheduled conference calls within a teleconferencing system. The method includes receiving a call and a password entry from a caller. The method includes determining the password entry is valid for a scheduled conference call. The method includes determining the scheduled conference call is scheduled back to back with a previous conference call and that the previous conference call is not over. The method then includes determining the password entry is a specific password, wherein the specific password is issued only to callers accessing back to back scheduled conference calls and placing the caller on hold.Type: GrantFiled: March 21, 2013Date of Patent: January 27, 2015Inventors: Sheri G. Daye, Peeyush Jaiswal
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Publication number: 20140286485Abstract: A method for monitoring and providing access to back to back scheduled conference calls within a teleconferencing system. The method includes receiving a call and a password entry from a caller. The method includes determining the password entry is valid for a scheduled conference call. The method includes determining the scheduled conference call is scheduled back to back with a previous conference call and that the previous conference call is not over. The method then includes determining the password entry is a specific password, wherein the specific password is issued only to callers accessing back to back scheduled conference calls and placing the caller on hold.Type: ApplicationFiled: March 21, 2013Publication date: September 25, 2014Applicant: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal
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Patent number: 8824641Abstract: A computer-implemented method, system, and/or computer program product recognizes a voice input received by an interactive voice recognition system. An unintelligible voice input, which is unintelligible due to background noise at the caller's location, is received from a caller. Upon determining that the unintelligible voice input does not match any entry from a lexicon of known voice inputs, the unintelligible voice input is stored in a no-match-based user profiles database, and the caller is prompted to transmit a non-verbal electronic input to clarify the unintelligible voice input. This non-verbal electronic input is used to match the unintelligible voice input with a specific known voice input from the lexicon of known voice inputs, which is updated with the unintelligible voice input. The updated lexicon is subsequently used in future phone calls from the user to match the unintelligible voice input to the user-requested activity for the caller.Type: GrantFiled: October 18, 2013Date of Patent: September 2, 2014Assignee: International Business Machines CorporationInventors: Sheri G. Daye, Peeyush Jaiswal, Fang Wang
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Publication number: 20140188472Abstract: A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print and according to a speaker's subsequent age, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print.Type: ApplicationFiled: March 7, 2014Publication date: July 3, 2014Applicant: Nuance Communications, Inc.Inventors: Sheri G. Daye, Peeyush Jaiswal, Fang Wang
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Patent number: 8700401Abstract: A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print and according to a speaker's subsequent age, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print.Type: GrantFiled: February 19, 2013Date of Patent: April 15, 2014Assignee: Nuance Communications, Inc.Inventors: Sheri G Daye, Peeyush Jaiswal, Fang Wang
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Publication number: 20140064464Abstract: A computer-implemented method, system, and/or computer program product recognizes a voice input received by an interactive voice recognition system. An unintelligible voice input, which is unintelligible due to background noise at the caller's location, is received from a caller. Upon determining that the unintelligible voice input does not match any entry from a lexicon of known voice inputs, the unintelligible voice input is stored in a no-match-based user profiles database, and the caller is prompted to transmit a non-verbal electronic input to clarify the unintelligible voice input. This non-verbal electronic input is used to match the unintelligible voice input with a specific known voice input from the lexicon of known voice inputs, which is updated with the unintelligible voice input. The updated lexicon is subsequently used in future phone calls from the user to match the unintelligible voice input to the user-requested activity for the caller.Type: ApplicationFiled: October 18, 2013Publication date: March 6, 2014Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATIONInventors: SHERI G. DAYE, PEEYUSH JAISWAL, FANG WANG