Special Services Patents (Class 379/201.01)
  • Patent number: 10348549
    Abstract: A monitoring device responds to status data to detect storms, analysis, and to attempt to remediate those storms. The monitoring device several types of storms, for each of which it has a technique for analysis of the storm. The monitoring device can determine if the storm is due to resource contention, excess or unbalanced performance activity, or network degradation. Once analyzed, the monitoring device analyzes the storm, and attempts to remediate the cause of the storm.
    Type: Grant
    Filed: March 23, 2016
    Date of Patent: July 9, 2019
    Assignee: Virtual Instruments Worldwide
    Inventors: Rangaswamy Jagannathan, Rosanna Lee, Darek Sanders, Jing Lui, Kishor Kakatkar
  • Patent number: 10327242
    Abstract: Introduced here are techniques to provide automated mesh point survey and guided installation for assisting the installation and configuration of a wireless mesh network. Additional implementation techniques are also introduced including, for example, link rate estimation, roaming, and dedicated backhaul link implementation in such wireless mesh network, are also discussed. Among other benefits, this disclosure provides an integral solution where multiple wireless local area network (WLAN) mesh point devices are deployed in a relatively large environment with potential dead spots, such as a home or an office.
    Type: Grant
    Filed: October 6, 2016
    Date of Patent: June 18, 2019
    Assignee: NETGEAR, INC.
    Inventors: Peiman Amini, Joseph Amalan Arul Emmanuel
  • Patent number: 10303510
    Abstract: A computer system includes one or more devices that are capable of multitasking (performing at least two tasks in parallel or substantially in parallel). In response to detecting that one of the devices is performing a first one of the tasks, the system prevents the devices from performing at least one of the tasks other than the first task (such as all of the tasks other than the first task). In response to detecting that one of the devices is performing a second one of the tasks, the system prevents the devices from performing at least one of the tasks other than the second task (such as all of the tasks other than the first task).
    Type: Grant
    Filed: August 17, 2016
    Date of Patent: May 28, 2019
    Assignee: Yagi Corp.
    Inventor: Robert Plotkin
  • Patent number: 10298790
    Abstract: An image-forming apparatus includes a first display control unit configured to control so as to change an authentication state from a not-log-in state to a log-in state when a log-in request is received and if a authentication of a user succeeds and display an operation screen on an operation unit of the image-forming apparatus based on personal setting information associated with user-identification information by which the user is identifiable, and a second display control unit configured to control so as to change the authentication state from the log-in state to the not-log-in state when a log-out request is received and displays a screen which prompts input of user information on the operation unit based on shared setting information that is shared by a plurality of users.
    Type: Grant
    Filed: March 11, 2015
    Date of Patent: May 21, 2019
    Assignee: Canon Kabushiki Kaisha
    Inventor: Ryo Maeda
  • Patent number: 10285044
    Abstract: The present disclosure provides systems and methods for communicating with a hotel, for example, by establishing calls from a mobile communication device as an extension of a PBX of the hotel. The mobile communication device can receive, by a network interface, guest registration data for a guest of the hotel, including the room assignment and one or more guest service extensions on the PBX. The mobile communication device can store the guest registration data in electronic memory to configure the one or more guest service keys with the one or more guest service extensions. The mobile communication device can based on a selection of a key of one or more guest service keys, communicate directly with the PBX, by the network interface, to place and receive calls as an extension of the PBX associated with the hotel room assignment.
    Type: Grant
    Filed: June 5, 2017
    Date of Patent: May 7, 2019
    Assignee: Camposagrado, Inc.
    Inventor: José P. Quiros
  • Patent number: 10275503
    Abstract: A computer-implemented method for generating results for a client-requested query involves receiving a query produced by a client communication device, generating a result for the query in response to reception of the query, determining one or more predictive follow-up requests before receiving an actual follow-up request from the client device, and initiating retrieval of information associated with the one or more predictive follow-up requests, and transmitting at least part of the result to the client device, and then transmitting to the client device at least part of the information associated with the one or more predictive follow-up requests.
    Type: Grant
    Filed: October 24, 2017
    Date of Patent: April 30, 2019
    Assignee: Google LLC
    Inventors: Shumeet Baluja, Henry Allan Rowley
  • Patent number: 10235435
    Abstract: According to an aspect, a system for assisting a user with configuration management may include a configuration management database (CMDB) system having a plurality of configuration items, and an application external to the CMDB system. The CMDB system may associate an invocation string with a first configuration item and the application external to the CMDB system. The CMDB system may obtain information from the first configuration item, where the information from the first configuration item provides information for launching the application external to the CMDB system. The CMDB system may insert the information from the first configuration item into the invocation string to create an application execution command. The CMDB system may execute the application external to the CMDB system, independently from the CMDB system, based on the application execution command.
    Type: Grant
    Filed: August 28, 2015
    Date of Patent: March 19, 2019
    Assignee: BMC Software, Inc.
    Inventors: Douglas Mueller, Jiani Chen
  • Patent number: 10235051
    Abstract: Once or more embodiments manage access to data by accelerator systems in an out-of-core processing environment. In one embodiment, a request from an accelerator system is received for access to a given data set. An access context associated with the given data set is determined The accelerator system is dynamically configured, based on the access context that has been determined, based on the access context that has been determined, to one of access the given data set directly from the server system; locally store a portion of the given data set in a memory; and locally store all of the given data set in the memory.
    Type: Grant
    Filed: December 20, 2017
    Date of Patent: March 19, 2019
    Assignee: International Business Machines Corporation
    Inventors: Yuk Lung Chan, Rajaram B. Krishnamurthy, Carl Joseph Parris
  • Patent number: 10231283
    Abstract: A computing device that forms a group in accordance with a peer-to-peer protocol in which a device may be identified based on a credential of a user. The credential may be used to determine a unique identifier for the user such that the same identifier is used on any device operated by the same user. Such an identifier may be used in connection with a peer-to-peer protocol that supports persistent peer-to-peer groups. As a result, the unique identifier for the user may be retained by remote devices that have paired with any device operated by a particular user such that those remote devices may automatically establish a connection with any other device operated by the same user that similarly uses the same unique identifier for the user.
    Type: Grant
    Filed: March 14, 2011
    Date of Patent: March 12, 2019
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Henrique Filgueiras, Mukund Sankaranarayan, Amer A. Hassan, Mitesh K. Desai, Mahmoud S. Elhaddad
  • Patent number: 10225711
    Abstract: A first client device or system performs a method that includes retaining in memory registration information for a respective application indicating the respective application is registered for sharing application state with other client devices or systems. The method further includes storing an application state of a respective application, and detecting a transfer triggering condition. The transfer triggering condition includes presence of a second client device or system within a predefined proximity of the first client device or system, and the predefined proximity is a predefined proximity for near field communication. Furthermore, upon detecting the triggering condition, the first client device or system determines, in accordance with the stored registration information, that the respective application is registered for application state sharing, and transmits the application state of the respective application to the second client device or system.
    Type: Grant
    Filed: July 1, 2013
    Date of Patent: March 5, 2019
    Assignee: Google LLC
    Inventors: Jason Parks, Nicholas Julian Pelly, Jeffrey William Hamilton, Cheng-Hsueh Andrew Hsieh, Chinyue Chen, Yung-Chieh Lo
  • Patent number: 10224037
    Abstract: A live service agent is associated to a first service session, where the first service session facilitates a communication exchange associated with a user inquiry between user equipment and a first service resource. The first service session remains uninterrupted by the associating of the live service agent. A verbal exchange of the communication exchange between the user equipment and the live service agent is recorded in response to the associating of the live service agent, and a number of keywords are identified. To the extent that the verbal exchange yields a satisfactory response to the user inquiry and that the recording is dissimilar to other recordings of a solution database, the recording is stored in the solution database. Other embodiments are disclosed.
    Type: Grant
    Filed: January 2, 2018
    Date of Patent: March 5, 2019
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Reuben Klein, Mazin E. Gilbert
  • Patent number: 10225406
    Abstract: There are disclosed techniques for determining whether to establish a call in a click-to-call environment. In one embodiment, there is disclosed a method, comprising the step of receiving a communication resulting from an interaction between a user and a click-to-call feature. The method also comprises the step of performing an analysis of the communication to determine a risk in connection with the communication. The method further comprises determining whether to establish a call between the user and a helper associated with the click-to-call feature based on the risk in connection with the communication.
    Type: Grant
    Filed: September 30, 2016
    Date of Patent: March 5, 2019
    Assignee: EMC IP Holding Company LLC
    Inventors: Aviv Avital, Evgeny Mayzel
  • Patent number: 10212275
    Abstract: A system and method for communicating presence information that can include at a first server of a communication platform, receiving an authorization token of a first client application; verifying at least one permission associated with the authorization token; registering a presence status of the first client application upon verifying the at least one permission of the authorization token; at a second server of the communication platform, accepting an incoming communication request; retrieving communication instructions according to the incoming communication request; identifying an instruction to communicate with a communication destination of the first client application; accessing the presence status resource of the first client application; establishing communication with the first client application according to the accessed presence status resource.
    Type: Grant
    Filed: March 5, 2018
    Date of Patent: February 19, 2019
    Assignee: Twilio, Inc.
    Inventors: Jeff Lawson, Evan Cooke, Robert J. Simutis, Patrick Malatack, Kyle Conroy
  • Patent number: 10205826
    Abstract: Inbound call processing systems and methods for processing inbound calls to controlled-environment facility resident media and/or communications devices employ an inbound resident call server configured to host inbound calling accounts established by non-residents, receive inbound calls from the non-residents, route the inbound calls to an authenticating server, confirm that the resident device is active, and connect the inbound resident call system with the resident device if active or inform the non-resident the resident is not available if not. The inbound resident call server also connects the non-resident inbound call with the resident device if the non-resident is associated with the inbound calling account, the inbound calling account is associated with an address identifier of the resident device and the resident's personal identification number is associated with the address identifier of the resident device, all of which may be authenticated by the authenticating server.
    Type: Grant
    Filed: September 19, 2017
    Date of Patent: February 12, 2019
    Assignee: Securus Technologies, Inc.
    Inventors: Luke Keiser, Scott Passe, Krishna Balantrapu, Matthew Richard Smith, Russell Wayne Roberts, Alexander Noland
  • Patent number: 10194372
    Abstract: A relay device includes a network communication unit, a control unit, and a session table. The network communication unit receives, from terminal devices, an audio signal to which is attached information for designating the terminal device of the other party of communication. When a calling voice packet is received from one of the terminal devices, the control unit registers, in the session table, a communication session in which this terminal device and the terminal device designated by the designating information constitute participating terminals. Thereafter, the control unit transfers an audio signal received from one of the participating terminals to each of the participating terminals and, when an audio signal is received from two or more of the participating terminals at the same time, mixes the received audio signals and transmits the mixed audio signal to the participating terminals.
    Type: Grant
    Filed: October 31, 2014
    Date of Patent: January 29, 2019
    Assignee: ICOM INCORPORATED
    Inventor: Hirotaka Sonobe
  • Patent number: 10194024
    Abstract: A system or method for determining if a telephony network number is ported for use with variable numbering plan comprising, a first network node for receiving a number message comprising at least a first part of a dialled number identifying a called party, and a number portability database, containing routing numbers associated with entries in the database. The first network node is configured to compare the number message with entries in the number portability database. The first network node is configured such that if the number message or a first part of the number message uniquely matches with the whole of an entry in the database and does not match with part of another entry in the database, the first network node determines that a best match has been found. In this case, the first network node routes a call to a second network node identified by the routing number associated with the entry.
    Type: Grant
    Filed: November 28, 2014
    Date of Patent: January 29, 2019
    Assignee: TELEFONAKTIEBOLAGET LM ERICSSON (PUBL)
    Inventor: Miroslav Barisic
  • Patent number: 10164821
    Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media, for classifying events in a stream computing system using hierarchical analytic models. One of the methods includes receiving, by a stream computing system, data representing the values of one or more data attributes of an event in a stream of events. The values of each of the one or more data attributes are evaluated according to respective attribute-specific and class-specific criteria of a hierarchical analytic model in a predetermined order defined by the model. When a first value of a first data attribute satisfies one or more particular criteria for a first class, the first class of the plurality of classes is assigned to the event.
    Type: Grant
    Filed: January 9, 2017
    Date of Patent: December 25, 2018
    Assignee: Pivotal Software, Inc.
    Inventor: Vinesh Prasanna Manoharan
  • Patent number: 10154131
    Abstract: An instruction execution engine on a user device may be configured to receive an executable instruction assigned to one or more contacts or groups of contacts. A communication from the one or more contacts or groups may be detected. Upon detecting the communication, the engine may execute the executable instruction. This executing step may trigger a user reminder or data transfer to one or more third parties.
    Type: Grant
    Filed: February 19, 2013
    Date of Patent: December 11, 2018
    Assignee: Apple Inc.
    Inventors: Gencer Cili, Devrim Varoglu
  • Patent number: 10149146
    Abstract: Aspects of the subject disclosure may include, for example, a system that manages reuse of mobile subscriber identity information. The use of a same generic mobile subscriber identity information by multiple devices can be based on the mobility and/or device location. Other embodiments are disclosed.
    Type: Grant
    Filed: January 24, 2018
    Date of Patent: December 4, 2018
    Assignees: AT&T Intellectual Property I, L.P., AT&T Mobility II LLC
    Inventors: Walter Cooper Chastain, Stephen Emille Chin
  • Patent number: 10142924
    Abstract: In one embodiment, a method for generating a recommended change to a communication behavior of a first user of a network includes identifying a communication pattern in accordance with data extracted from communications collected in the network, wherein the data is associated with at least one of the first user and an endpoint other than the first user, and generating the recommended change based on the communication pattern, where the recommended change is to the communication behavior of the first user.
    Type: Grant
    Filed: September 19, 2016
    Date of Patent: November 27, 2018
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventor: Braxton K. Davis
  • Patent number: 10142283
    Abstract: Methods, apparatuses and systems for establishing a telecommunication session may include receiving a plurality of communication identifiers of a first type, determining one or more communication identifiers of a second type based on, for each, its association with at least one of the communication identifiers of the first type, associating the one or more communication identifiers of the second type with an identifier of the telecommunication session, receiving a request to join the telecommunication session and bypassing an authentication action and granting the request to join the telecommunication session. Alternatively, methods, apparatuses and systems for establishing a telecommunication session may include initiating, at a time based on at least a time period associated with the telecommunication session, one or more connection requests, each connection request directed to one of the communication identifiers of the second type that is associated with the identifier of the telecommunication session.
    Type: Grant
    Filed: August 29, 2016
    Date of Patent: November 27, 2018
    Assignee: Vonage Business Inc.
    Inventors: Alexander Gruber, Bryan Stokes
  • Patent number: 10135975
    Abstract: A system or a method may be provided that automatically distinguishes between a hold status and when someone live is talking on the phone. For example, the caller's phone may detect when the call holding has ended and a customer service representative is now actually on the line. The phone may alert the user to pick up the call at that time, such as utilizing a call-back mechanism. In an embodiment, the system may analyze and learn the various call holding music or recordings of call centers. The system may detect when the call holding music or recording ends in a telephone call and may alert the user.
    Type: Grant
    Filed: January 4, 2017
    Date of Patent: November 20, 2018
    Assignee: eBay Inc.
    Inventor: Jonathan Gabbai
  • Patent number: 10135983
    Abstract: Associating customers of a contact center with their social media presence may provide mutual benefits to the customer and contact center. For example, a business operating a contact center can receive information about their current and potential customers and customers can receive additional information, incentives, or other perks by allowing access to their social media profile. When a customer initially calls a contact center, they are provided with a code and asked to post the code on a page or other aspect of the company's social media presence. The social media identity of the customer can then be associated with the customer placing the call. The call center can then access additional information about the customer and respond accordingly.
    Type: Grant
    Filed: November 24, 2015
    Date of Patent: November 20, 2018
    Assignee: Avaya Inc.
    Inventors: Reinhard Klemm, David Skiba
  • Patent number: 10129078
    Abstract: In some examples, a cloud-based services exchange comprises a plurality of interconnection assets configured to connect at least one customer of the cloud-based services exchange to a plurality of cloud service providers; and an orchestration engine configured to modify the plurality of interconnection assets by receiving an indication of a client request for cloud exchange services offered by the cloud-based services exchange; selecting a workflow for providing the cloud exchange services, wherein the workflow specifies a set of tasks to be performed to fulfill the client request for the cloud exchange services; call one or more microservices to perform the tasks of the set of tasks as specified by the selected workflow; consolidate responses received from the microservices after performing the tasks; and send a response to the client request for the cloud exchange services based on the consolidated responses.
    Type: Grant
    Filed: October 29, 2015
    Date of Patent: November 13, 2018
    Assignee: Equinix, Inc.
    Inventors: Parveen Kumar, Venkatachalam Rangasamy, Jaganathan Jeyapaul, Brian J. Lillie
  • Patent number: 10129865
    Abstract: A method operating a telecommunications system including a base station and plural terminal devices arranged to communicate over a radio interface supporting a downlink shared channel conveying user-plane data from the base station to the terminal devices and a downlink control channel conveying control-plane data from the base station to the terminal devices. The control-plane data conveys information on physical resource allocations for the downlink shared channel for respective of the terminal devices. The radio interface is based on a radio frame structure including plural subframes each including a control region supporting the downlink control channel and a user-plane region supporting the downlink shared channel. The method uses the control region of a first radio subframe to convey an indication of a physical resource allocation for a first terminal device on the shared downlink channel in the user-plane region of a second radio subframe subsequent to the first radio subframe.
    Type: Grant
    Filed: July 27, 2017
    Date of Patent: November 13, 2018
    Assignee: Sony Corporation
    Inventor: Yuichi Morioka
  • Patent number: 10123320
    Abstract: A method operating a telecommunications system including a base station and plural terminal devices arranged to communicate over a radio interface supporting a downlink shared channel conveying user-plane data from the base station to the terminal devices and a downlink control channel conveying control-plane data from the base station to the terminal devices. The control-plane data can convey information on physical resource allocations for the downlink shared channel for respective of the terminal devices. The radio interface uses a radio frame structure including plural subframes. Each subframe includes a control region supporting the downlink control channel and a user-plane region supporting the downlink shared channel. The method uses the control region of a first radio subframe to convey an indication of a physical resource allocation for a first terminal device on the shared downlink channel in the user-plane region of a second radio subframe subsequent to the first radio subframe.
    Type: Grant
    Filed: July 14, 2017
    Date of Patent: November 6, 2018
    Assignee: Sony Corporation
    Inventor: Yuichi Morioka
  • Patent number: 10122594
    Abstract: Provided is a method of identifying a monitoring template for a managed service based on a Service-Level Agreement (SLA). A tag on a monitoring template is compared with a tag on a service template used for implementing the managed service, wherein the tag on the service template is based on the SLA. In response to a match between the tag on the monitoring template and the tag on the service template, a monitoring template is identified for the managed service.
    Type: Grant
    Filed: December 5, 2013
    Date of Patent: November 6, 2018
    Assignee: Hewlett Pacard Enterprise Development LP
    Inventor: Arun Jayaprakash
  • Patent number: 10114890
    Abstract: A method for injecting information into a deliberation includes extracting at least one concept from a plurality of statements asserted by at least one participant of a group, correlating the at least one concept to a goal of the deliberation, tagging at least one of the plurality of statements with an identifier of a participant who asserted the statement, clustering a plurality of participants of the group according to a slant on each of the at least one concept, searching, using the at least one concept, tagged statements and a cluster of participants, for new information or concepts that negate at least one slant that is not in agreement with the goal, and injecting the new information into the deliberation.
    Type: Grant
    Filed: June 30, 2015
    Date of Patent: October 30, 2018
    Assignee: International Business Machines Corporation
    Inventors: Aaron K. Baughman, Wendy A. Kellogg, James R. Kozloski, Valentina Salapura
  • Patent number: 10108560
    Abstract: Systems and methods are provided for enabling extensibility of discrete components (e.g., memory, storage, cache (hardware- or software-based), network/fabric, capacity, etc.) within a hyper-converged infrastructure. In the context of extending the storage component, an external storage device is connected to a hyper-converged appliance (“node” or “host”) via an Ethernet-based host bus adapter (“HBA”). Utilizing ATA over Ethernet (“AoE”) as the communication protocol, storage drives within the external storage device appear as direct-attached storage to the hypervisor of the hyper-converged appliance, extending the pool of storage resources available for allocation by the hyper-visor.
    Type: Grant
    Filed: June 15, 2017
    Date of Patent: October 23, 2018
    Assignee: EVOL1-IP, LLC
    Inventors: Gary Lamb, Patrick Harrington
  • Patent number: 10097590
    Abstract: Embodiments of the present invention provide a call processing method and control apparatus, an automatic call distribution apparatus, and an agent terminal. The call processing method, which executed by the call control apparatus, includes: receiving, a processing request for a call, and extracting a media connection address and a media capability of an automatic call distribution apparatus; performing, media negotiation based on a media capability of an agent terminal and the automatic call distribution apparatus; and establishing, a media session between the agent terminal and the automatic call distribution apparatus according to a media connection address of the agent terminal, the media connection address of the automatic call distribution apparatus, and a media negotiation result. The embodiments of the present invention can reduce the processing load of an entire cloud server, which effectively ensures the service quality of a call center constructed based on cloud computing technologies.
    Type: Grant
    Filed: March 13, 2017
    Date of Patent: October 9, 2018
    Assignee: Huawei Technologies Co., Ltd.
    Inventors: Zhaohui Tang, Sining Wei, Rongjun Huang, Tongbing Liu
  • Patent number: 10091362
    Abstract: Methods, systems, and computer-readable and executable instructions for managing a voicemail system are described herein. One method for managing a voicemail system includes receiving a call log from a voicemail box subscribed to a voicemail management system, identifying metadata associated with the call log from the voicemail box, identifying one or more criteria within the metadata based on a request for a report, and generating a report using the one or more criteria within the metadata associated with the call log from the voicemail box to manage the voicemail system.
    Type: Grant
    Filed: April 26, 2016
    Date of Patent: October 2, 2018
    Assignee: United Services Automobile Association (USAA)
    Inventors: Gregory James McChesney, Anthony Northington, Sharron E. Wu, Joey Edwards
  • Patent number: 10091061
    Abstract: Methods, systems, and computer-readable media for implementing service-oriented system optimization using static analysis are disclosed. A cross-service static analysis is performed for program code of a plurality of services in a service-oriented system. Based on the cross-service static analysis, one or more service dependencies in the program code are determined. An optimized configuration for the service-oriented system is determined based on the one or more service dependencies. Individual ones of the services are deployed to the service-oriented system based on the optimized configuration.
    Type: Grant
    Filed: June 19, 2014
    Date of Patent: October 2, 2018
    Assignee: Amazon Technologies, Inc.
    Inventors: Kyle Bradley Peterson, Daniel Dwight Longley
  • Patent number: 10089658
    Abstract: Systems and methods to selectively block calls from reaching destinations based on an input received from a callback connection. One embodiment includes a web server to receive a selection of an advertisement from an customer and to obtain a communication reference from the customer in response to the selection; a session border controller to interface with a packet switched network; and one or more telecommunication servers coupled to the session border controller and the web server, the one or more telecommunication servers to establish a connection for real time communications using the communication reference, to initiate a connection for real time communications with an advertiser of the advertisement after receiving an indication of acceptance of the connection established using the communication reference; where the advertiser is charged an advertisement fee in response to establishing a connection for real time communications between the advertiser and the customer.
    Type: Grant
    Filed: June 7, 2017
    Date of Patent: October 2, 2018
    Assignee: YELLOWPAGES.COM LLC
    Inventors: Ebbe Altberg, Scott Faber, Ron Hirson, Paul G. Manca, Sean Van Der Linden, Virginia Hong-Jia Yang
  • Patent number: 10089305
    Abstract: A call translation system and a method for operating the management system in a controlled environment is disclosed. The call translation system includes a calling device and a call translation server. The calling device receives authorization from the call translation server to conduct call sessions within the controlled environment. The calling device further receives a call session application from the call translation server that enables the calling device to initiate and establish call sessions through the call translation server. The call session application allows a user of the calling device to select outside parties to add to the call session.
    Type: Grant
    Filed: July 12, 2017
    Date of Patent: October 2, 2018
    Assignee: Global Tel*Link Corporation
    Inventor: Stephen L. Hodge
  • Patent number: 10085127
    Abstract: In accordance with one or more aspects, criteria including both a type of communication and a user signal are received. Additionally, a response to be stored as a pre-determined response is received. Both the criteria and the response are stored. When a communication satisfying the criteria (both the type of communication and the user signal) is subsequently received, the pre-determined response is sent to the device from which the communication is received.
    Type: Grant
    Filed: December 6, 2017
    Date of Patent: September 25, 2018
    Assignee: MICROSOFT TECHNOLOGY LICENSING, LLC
    Inventor: Charbel Khawand
  • Patent number: 10083466
    Abstract: A computing platform having at least one processor, a memory, and a communication interface may receive, via the communication interface, a first content stream containing status information associated with a customer session. Responsive to receiving the first content stream, the computing platform may generate a feedback request, which is transmitted via the communication interface to a remote client device, causing the feedback request to be displayed on the remote client device. The computing platform may receive, via the communication interface, a second content stream containing information received from the remote client device in response to the feedback request. Responsive to receiving the second content stream, the computing platform may generate and transmit advice via the communication interface to the remote client device, causing the advice to be displayed on the remote client device.
    Type: Grant
    Filed: June 5, 2017
    Date of Patent: September 25, 2018
    Assignee: Bank of America Corporation
    Inventors: Pinak Chakraborty, Sandeep Kumar Chauhan, Vidhu Beohar
  • Patent number: 10078489
    Abstract: A machine may be configured to generate and provide, for example, a voice-user interface to a social networking service. The voice-user interface may enable a member of the social networking service to access member profile information for other members of the social networking service. Using the voice-user interface, a first member of the social networking service can speak a natural language command or request to receive an aural response that includes information regarding a second member of the social networking service. In this manner, the first member can request and receive specific member profile information of a second member. In another aspect, the first member can record audio notes to be assigned to his or her own member profile or assigned to a member profile of the second member. The first member may subsequently use the voice-user interface to have such audio notes played back when desired.
    Type: Grant
    Filed: December 15, 2014
    Date of Patent: September 18, 2018
    Assignee: Microsoft Technology Licensing, LLC
    Inventor: Ashvin Kannan
  • Patent number: 10075359
    Abstract: Content delivery systems and related methods can provide dynamic content across a network, based on detected network performance. An exemplary method can include transmitting a request to deliver requested content over a network. The method can further include transmitting a first confirmation responsive to receiving a test packet. Additionally, the method can include receiving, a first data set that is at least a first portion of the requested content and which includes a second request for confirmation, and transmitting a second confirmation. Finally, the method can include receiving a second data set, the second data set that is at least a second portion of the requested content and that is different from the first portion of the requested content.
    Type: Grant
    Filed: August 2, 2016
    Date of Patent: September 11, 2018
    Assignee: Gregory A. Pearson, Inc.
    Inventors: Gregory A. Pearson, David B. Hall, Ronald Shane Hamilton
  • Patent number: 10068575
    Abstract: According to an embodiment, an information notification supporting device includes an analyzer configured to analyze an input voice so as to identify voice information indicating information related to speech; a storage unit configured to store therein a history of the voice information; an output controller configured to determine, using the history of the voice information, whether a user is able to listen to a message of which the user should be notified; and an output unit configured to output the message when it is determined that the user is in a state in which the user is able to listen to the message.
    Type: Grant
    Filed: December 28, 2012
    Date of Patent: September 4, 2018
    Assignee: KABUSHIKI KAISHA TOSHIBA
    Inventors: Hiroko Fujii, Masaru Suzuki, Kazuo Sumita, Masaru Sakai, Masahide Ariu
  • Patent number: 10067639
    Abstract: A method, system, and computer accessible medium for an identity based user interface. An identity based user interface may display user interface elements including communication-related information for a plurality of identities. The communication related information may indicate multiple communication mechanisms for each identity. In response to selection of one of the communication mechanisms, an identity based user interface may initiate communication with the corresponding identity using the selected mechanism. An identity based user interface may also display information regarding the presence, reach-ability or future availability for one or more of the identities and may request and receive such information from an identity framework. An identity based user interface may utilize shared identity objects to store and maintain the communication related information.
    Type: Grant
    Filed: January 24, 2014
    Date of Patent: September 4, 2018
    Assignee: Oracle International Corporation
    Inventors: Kuldipsingh A. Pabla, Curtis J. Sasaki, Frank E. Ludoph
  • Patent number: 10069972
    Abstract: One or more embodiments related to a method that includes querying a data store for current interaction data between call center personnel and customers. The call center personnel are grouped into call center groups. The method further includes determining, for at least some call center groups, a current interaction metric specific to the call center group. The current interaction method is provided for each of the at least some call center groups.
    Type: Grant
    Filed: June 26, 2017
    Date of Patent: September 4, 2018
    Assignee: Splunk, Inc.
    Inventors: Troy Elliott Molander, Steven Shaun McIntyre, Ricky Gene Burnett
  • Patent number: 10069773
    Abstract: A system and method that includes receiving a messaging request that includes communication intent parameters and a set of communication destinations, wherein the messaging request is authenticated as a request of a first account; dynamically transforming messages according to individual communication destinations, wherein for the set of communication destinations: selecting a communication mode according to communication intent parameters, transforming content of the messaging request, and transmitting transformed content to a destination endpoint in the selected communication mode.
    Type: Grant
    Filed: March 3, 2016
    Date of Patent: September 4, 2018
    Assignee: TWILIO, INC.
    Inventors: Patrick Malatack, Thomas Wilsher, Cheuk To Law, Gowri Rao
  • Patent number: 10069975
    Abstract: Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from a mobile device and identifying the call as a customer service support inquiry. The method may further provide intercepting the call and redirecting the call to an interactive voice response proxy device responsive to identifying the call as a customer service support inquiry, accessing a database responsive to receiving the call and retrieving a data record that was created when the call was initiated.
    Type: Grant
    Filed: October 31, 2017
    Date of Patent: September 4, 2018
    Assignee: Open Invention Network, LLC
    Inventors: Mahendra Varman, Craig A. Webster, Jil M. Fisher
  • Patent number: 10063693
    Abstract: A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.
    Type: Grant
    Filed: October 2, 2017
    Date of Patent: August 28, 2018
    Inventors: Henry R. Lum, Vladimir Filonov, Jeffrey Culbert, Daniel Blander, Somasundaram Subramaniam, Angelo Cicchitto, Paul Gvildys
  • Patent number: 10057416
    Abstract: Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. A first processing circuit is communicatively coupled to an IPBX server that routes VoIP calls for a plurality of end-users having respective VoIP-enabled devices and generates call event messages for the routed calls. The first processing circuit generates call summary metrics from the call event messages. A second processing circuit evaluates the call summary metrics to identify a set of incoming calls to the IPBX that were missed and have not been returned by the end-users. The second processing circuit cross-correlates the identified set of incoming calls with a secondary data source to determine a respective priorities for the set of incoming calls. The second processing circuit stores data indicating calls of the identified set have a higher priority.
    Type: Grant
    Filed: February 13, 2017
    Date of Patent: August 21, 2018
    Assignee: 8×8, Inc.
    Inventors: Zhishen Liu, Qing Zhao, Bryan R. Martin
  • Patent number: 10057419
    Abstract: A computer receives an incoming call by a cognitive computing service. The computer determines, by the cognitive computing service (CCS), caller details that the incoming call is not within intended recipient preferences, based on comparing the caller details to call log information database and call information database, wherein the call log information database and call information database comprises previous caller details. The computer references, by the CCS, additional caller details from the call log information database and call information database relating to the caller details. The computer determines whether an intended recipient of the incoming call would reject the incoming call and based on the computer determination that the intended recipient of the incoming call would reject the incoming call the computer rejects the incoming call.
    Type: Grant
    Filed: November 29, 2016
    Date of Patent: August 21, 2018
    Assignee: International Business Machines Corporation
    Inventors: Yuk L. Chan, Heidi Lagares-Greenblatt, Deepti M. Naphade
  • Patent number: 10050924
    Abstract: A mechanism enabling a user whose user device has received a notification on messages waiting delivery, messages being deferred or waiting for another reason, to convey message-specific, possibly different handling instructions in one go to a network entity responsible for handling of the waiting messages.
    Type: Grant
    Filed: April 2, 2009
    Date of Patent: August 14, 2018
    Assignee: NOKIA SOLUTIONS AND NETWORKS OY
    Inventors: Hans Rohnert, Adamu Haruna
  • Patent number: 10051129
    Abstract: A serverless Page Party (SPP) station is provided for page announcing and party line conferencing that is configured to implement mutual provisioning to allow all SPP stations within a system to mutually maintain their configurations in runtime, and multiple master station negotiation and master failover. Plural SPP stations are connected with Ethernet cable or WIFi to a network and therefore without need for expensive and cumbersome cabling and daisy-chain configuration among stations. SPP stations route packets between each other via multicast technology and without need for a IP-PBX or other server (e.g., a SIP server) for controlling inter-station connections. In Mutual Provisioning Mode, SPP stations operate using a system configuration obtained from other SPP stations already on the network using a command channel. System configuration is maintained by a SPP station designated as a master station. Plural SPP stations can negotiate among themselves to designate a new master station.
    Type: Grant
    Filed: December 18, 2015
    Date of Patent: August 14, 2018
    Assignee: HUBBELL INCORPORATED
    Inventors: Adam Newman, David Bensted, Jeff Reid, Richard Rumsby
  • Patent number: 10038788
    Abstract: A method for self-learning adaptive routing can include receiving a contact along with a sequence of events from a customer via a graphical user interface on a web page within a browser window. A universal resource locator (“URL”) of the web page can be captured and mapped with the sequence of events to the contact. A matching routing rule can be used to route the contact to an appropriate customer service queue. An agent associated with the customer service queue can view a co-browsing preview of the customer's desktop, which the agent can use to transfer the contact to a different customer service queue. A machine learning algorithm can create a new routing rule based on the URL of the web page, the sequence of events, the co-browsing preview, the second routing, and the determination that the second agent associated with the second customer service queue resolved the contact.
    Type: Grant
    Filed: May 9, 2017
    Date of Patent: July 31, 2018
    Assignee: Oracle International Corporation
    Inventor: Igor Khalatian
  • Patent number: 10037768
    Abstract: Input of a conversation is received. The conversation includes at least a first user. An utterance of the conversation is analyzed to identify a dialog act attribute, an emotion attribute, and a tone attribute. The dialog act attribute, emotion attribute, and tone attribute are annotated to the utterance of the conversation. The conversation is validated based on the annotated attributes compared with a threshold. The annotated conversation and the validation of the conversation are stored.
    Type: Grant
    Filed: February 5, 2018
    Date of Patent: July 31, 2018
    Assignee: International Business Machines Corporation
    Inventors: Rama Kalyani T. Akkiraju, Jalal Mahmud, Vibha S. Sinha, Anbang Xu, Pritam S. Gundecha, Md Mansurul A. Bhuiyan, Shereen M. Oraby