Patents by Inventor William A. Tolhurst
William A. Tolhurst 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: 10044860Abstract: A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.Type: GrantFiled: June 5, 2017Date of Patent: August 7, 2018Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Patent number: 9923508Abstract: The present invention provides a mounting unit for solar panels that simplifies the complexity of storage, transit and in-field installation of solar electric generation systems. According to one embodiment, the mounting unit comprises a top panel, a bottom panel and a pair of panel guides, each formed integral with and adjacent to an opposing side of the top panel. Each panel guide includes a horizontal portion for supporting a solar panel and a vertical portion for providing an air channel between a bottom surface of the solar panel and an upper surface of the top panel. The air channel enables natural convection to cool the solar panel and optionally a power conversion device used within the system, thereby improving the solar conversion efficiency of the system. An improved method for installing a solar electric generation system is also provided herein.Type: GrantFiled: February 26, 2015Date of Patent: March 20, 2018Assignee: Cowatt Energy, LLC.Inventors: Cole Brady, William Tolhurst
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Publication number: 20170272573Abstract: A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.Type: ApplicationFiled: June 5, 2017Publication date: September 21, 2017Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Patent number: 9674355Abstract: A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.Type: GrantFiled: March 10, 2016Date of Patent: June 6, 2017Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Publication number: 20160254774Abstract: The present invention provides a mounting unit for solar panels that simplifies the complexity of storage, transit and in-field installation of solar electric generation systems. According to one embodiment, the mounting unit comprises a top panel, a bottom panel and a pair of panel guides, each formed integral with and adjacent to an opposing side of the top panel. Each panel guide includes a horizontal portion for supporting a solar panel and a vertical portion for providing an air channel between a bottom surface of the solar panel and an upper surface of the top panel. The air channel enables natural convection to cool the solar panel and optionally a power conversion device used within the system, thereby improving the solar conversion efficiency of the system. An improved method for installing a solar electric generation system is also provided herein.Type: ApplicationFiled: February 26, 2015Publication date: September 1, 2016Inventors: Cole Brady, William Tolhurst
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Publication number: 20160205249Abstract: A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.Type: ApplicationFiled: March 10, 2016Publication date: July 14, 2016Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Patent number: 9288323Abstract: A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.Type: GrantFiled: July 7, 2014Date of Patent: March 15, 2016Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Publication number: 20140307864Abstract: A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.Type: ApplicationFiled: July 7, 2014Publication date: October 16, 2014Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Patent number: 8774392Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.Type: GrantFiled: June 17, 2013Date of Patent: July 8, 2014Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Publication number: 20140010363Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.Type: ApplicationFiled: June 17, 2013Publication date: January 9, 2014Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Patent number: 8467519Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.Type: GrantFiled: June 23, 2008Date of Patent: June 18, 2013Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Patent number: 8462935Abstract: A system and method for monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.Type: GrantFiled: February 10, 2012Date of Patent: June 11, 2013Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Publication number: 20120140906Abstract: A system and method for monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.Type: ApplicationFiled: February 10, 2012Publication date: June 7, 2012Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Patent number: 8116445Abstract: An apparatus and method for monitoring an interaction between a caller and an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script, which includes a plurality of instructions. A visual representation of the audio communication is presented substantially simultaneously with the audio communication to an agent based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.Type: GrantFiled: April 3, 2007Date of Patent: February 14, 2012Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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System and method for dynamically configuring wireless network geographic coverage or service levels
Patent number: 8027672Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.Type: GrantFiled: October 30, 2007Date of Patent: September 27, 2011Assignee: Intellisist, Inc.Inventor: William A. Tolhurst -
System and method for dynamically configuring wireless network geographic coverage or service levels
Patent number: 7877088Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.Type: GrantFiled: May 21, 2007Date of Patent: January 25, 2011Assignee: Intellisist, Inc.Inventor: William A. Tolhurst -
Publication number: 20080267388Abstract: A system and method for processing calls in a call center are described. A call session from a caller via a session manager and including incoming text messages of a verbal speech stream is assigned. The incoming text messages are progressively visually presented throughout the call session to a live agent on an agent console operatively coupled to the session manager. The incoming text messages are progressively processed through a customer support scenario interactively monitored and controlled by the live agent via the agent console. The incoming text messages are processed through automated script execution in concert with the live agent. Outgoing text messages are converted into a synthesized speech stream. The synthesized speech stream is sent via the agent console to the caller.Type: ApplicationFiled: June 23, 2008Publication date: October 30, 2008Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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SYSTEM AND METHOD FOR DYNAMICALLY CONFIGURING WIRELESS NETWORK GEOGRAPHIC COVERAGE OR SERVICE LEVELS
Publication number: 20080214179Abstract: A system and a method for facilitating communication between a remote station and a service network are disclosed. A remote station is associated with a first communicator configured to communicate over a first communication network and a second communicator configured to communicate over a second communication network. A communication controller associated with the remote station and coupled with the first communicator and the second communicator is operable to transmit a first set of signals using the first communicator a second set of signals using the second communicator. A mobile network access point is directable to within a communication range of the second communicator of the remote station when the remote station is outside of an existing communication range of the second communication network and the first set of signals includes a resource request for the second communication network.Type: ApplicationFiled: October 30, 2007Publication date: September 4, 2008Inventor: William A. Tolhurst -
Patent number: 7391860Abstract: A method for providing a message-based communications infrastructure for automated call center operation is described. A call from a telephony interface is accepted. The accepted call includes an incoming stream of verbal speech. The incoming stream of verbal speech is converted into incoming text from a caller into a call center. The call is automatically assigned at a session manager to a session and to a live agent. The incoming text is progressively processed through an agent application during the session through a customer support scenario interactively monitored and controlled by the live agent. The live agent sends outgoing text messages that are converted into an outgoing stream of synthesized speech to the caller.Type: GrantFiled: October 19, 2007Date of Patent: June 24, 2008Assignee: Intellisist, Inc.Inventors: Gilad Odinak, Alastair Sutherland, William A. Tolhurst
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Publication number: 20080056460Abstract: A method for providing a message-based communications infrastructure for automated call center operation is described. A call from a telephony interface is accepted. The accepted call includes an incoming stream of verbal speech. The incoming stream of verbal speech is converted into incoming text from a caller into a call center. The call is automatically assigned at a session manager to a session and to a live agent. The incoming text is progressively processed through an agent application during the session through a customer support scenario interactively monitored and controlled by the live agent. The live agent sends outgoing text messages that are converted into an outgoing stream of synthesized speech to the caller.Type: ApplicationFiled: October 19, 2007Publication date: March 6, 2008Inventors: Gilad Odinak, Alastair Sutherland, William Tolhurst