Patents by Inventor Thomas V. Curtin
Thomas V. Curtin 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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Patent number: 11632466Abstract: A system comprises a service platform comprising an applications server. The applications server is configured to receive an inbound communication, route the inbound communication to a speech-enabled intelligent script, the speech-enabled intelligent script comprising one or more of predetermined prompts and dynamically-generated prompts, and determine a source of the inbound communication and a destination of the inbound communication. The applications server is configured to determine that at least one prior inbound communication directed to the destination has been received from the source of the inbound communication. The applications server is configured to receive, in response to at least one predetermined prompt or dynamically-generated prompt, a request for direct contact information associated with the destination of the inbound communication.Type: GrantFiled: January 28, 2020Date of Patent: April 18, 2023Assignee: AMERICAN TEL-A-SYSTEMS, INC.Inventors: Thomas V. Curtin, Kevin Mark Beale, Paul L. Hansen, Wayne Paul Waldner
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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: 20220109756Abstract: A system is disclosed. The system comprises a service platform associated with a call center, the service platform comprising an applications server configured to communicatively couple to a softswitch and a database. The applications server is configured to receive an inbound communication, determine a source of the inbound communication, and identify one or more configuration parameters associated with a destination of the inbound communication, the destination of the inbound communication associated with a client of the call center. The applications server is configured to route the inbound communication to an agent associated with the call center to establish a communication session. The applications server is configured to send, to the client based on the one or more configuration parameters associated with the destination of the inbound communication, a notification that the inbound communication was received, the notification identifying the source of the inbound communication.Type: ApplicationFiled: December 16, 2021Publication date: April 7, 2022Inventors: Thomas V. Curtin, Kevin Mark Beale, Paul L. Hansen, Wayne Paul Waldner
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Patent number: 11258904Abstract: A system is disclosed. The system comprises a service platform associated with a call center, the service platform comprising an applications server configured to communicatively couple to a softswitch and a database. The applications server is configured to receive an inbound communication, determine a source of the inbound communication, and identify one or more configuration parameters associated with a destination of the inbound communication, the destination of the inbound communication associated with a client of the call center. The applications server is configured to route the inbound communication to an agent associated with the call center to establish a communication session. The applications server is configured to send, to the client based on the one or more configuration parameters associated with the destination of the inbound communication, a notification that the inbound communication was received, the notification identifying the source of the inbound communication.Type: GrantFiled: January 28, 2020Date of Patent: February 22, 2022Assignee: AMERICAN TEL-A-SYSTEMS, INC.Inventors: Thomas V. Curtin, Kevin Mark Beale, Paul L. Hansen, Wayne Paul Waldner
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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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Publication number: 20210234961Abstract: A system comprises a service platform comprising an applications server. The applications server is configured to receive an inbound communication, route the inbound communication to a speech-enabled intelligent script, the speech-enabled intelligent script comprising one or more of predetermined prompts and dynamically-generated prompts, and determine a source of the inbound communication and a destination of the inbound communication. The applications server is configured to determine that at least one prior inbound communication directed to the destination has been received from the source of the inbound communication. The applications server is configured to receive, in response to at least one predetermined prompt or dynamically-generated prompt, a request for direct contact information associated with the destination of the inbound communication.Type: ApplicationFiled: January 28, 2020Publication date: July 29, 2021Inventors: Thomas V. Curtin, Kevin Mark Beale, Paul L. Hansen, Wayne Paul Waldner
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Publication number: 20210234962Abstract: A system is disclosed. The system comprises a service platform associated with a call center, the service platform comprising an applications server configured to communicatively couple to a softswitch and a database. The applications server is configured to receive an inbound communication, determine a source of the inbound communication, and identify one or more configuration parameters associated with a destination of the inbound communication, the destination of the inbound communication associated with a client of the call center. The applications server is configured to route the inbound communication to an agent associated with the call center to establish a communication session. The applications server is configured to send, to the client based on the one or more configuration parameters associated with the destination of the inbound communication, a notification that the inbound communication was received, the notification identifying the source of the inbound communication.Type: ApplicationFiled: January 28, 2020Publication date: July 29, 2021Inventors: Thomas V. Curtin, Kevin Mark Beale, Paul L. Hansen, Wayne Paul Waldner
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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
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Patent number: 7593962Abstract: A communication system that is capable of collecting information from one or more users of the communication system includes one or more data collection mechanisms that are operated by a first entity. The mechanisms operate to collect at least a portion of information from a user of a communication system on behalf of a second entity that is different than the first entity. The system also includes one or more memory modules that are coupled to the one or more data collection mechanisms and that are operable to store one or more records on behalf of the second entity. Each of the one or more records comprises information that is associated with a client of the second entity. At least one of the one or more records comprises at least a portion of the information collected from the user of the communication system. In one particular embodiment, the one or more records are controlled by the first entity.Type: GrantFiled: February 18, 2005Date of Patent: September 22, 2009Assignee: American Tel-A-Systems, Inc.Inventors: Kevin M. Beale, Thomas V. Curtin, Wayne P. Waldner, William J. Curtin, IV