Reserved Call (e.g., Return Call, Call Back, Scheduled Call, Reestablished Call) Patents (Class 379/210.01)
  • Patent number: 10397400
    Abstract: An electronic call assistant based on a callee-status and a caller-status, comprises one or more sensors, a memory, and a circuitry. The memory in the first electronic device may be configured to store a plurality of applications. The circuitry in the first electronic device is configured to determine an identity of a caller of a voice call received by the first electronic device from a second electronic device. A current callee-status of a callee associated with the first electronic device, is detected. The circuitry is configured to extract a text query from a speech signal in the received voice call. The circuitry is further configured to communicate a custom audio response to the second electronic device based on the extracted text query, the determined identity of the caller, current callee-status of the callee, and the level of access associated with the determined identity.
    Type: Grant
    Filed: November 3, 2017
    Date of Patent: August 27, 2019
    Assignee: SONY CORPORATION
    Inventors: Rashmi Gupta, Avneet Singh
  • Patent number: 10345765
    Abstract: Systems and methods of overriding a scheduled task in an intrusion system are provided. A method can include identifying a task scheduled to be executed at a scheduled time, identifying a recipient of an alert message for the task, identifying a transmission medium for the alert message for the task, identifying a predetermined period of time prior to the scheduled time, transmitting the alert message to the recipient via the transmission medium when the predetermined period of time prior to the scheduled time occurs, receiving a response message from the recipient, and, based on contents of the response message, executing the task at the scheduled time, canceling the task at the scheduled time, or rescheduling the task for a new scheduled time. The method can confirm receipt of a valid user password before executing, canceling, or rescheduling the task.
    Type: Grant
    Filed: September 14, 2012
    Date of Patent: July 9, 2019
    Assignee: ADEMCO INC.
    Inventors: Ravikumar Vemagal Aswath, Vinay Hegde
  • Patent number: 10334104
    Abstract: The invention herein disclosed provides the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information about or provided by the company along with the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.
    Type: Grant
    Filed: October 17, 2017
    Date of Patent: June 25, 2019
    Inventor: Zhuangzi Li
  • Patent number: 9992331
    Abstract: In order to allow for redundant call recording, a first message is received by a first media recorder indicating that a second media recorder is recording a media stream of a communication session between a plurality of communication devices. The first message includes a unique identifier for the communication session between the plurality of communication devices. A determination is made that the second media recorder is unable to continue to record the media stream. In response to determining that the second media recorder is unable to record the media stream, the first media recorder sends a second message, to a Session Border Controller (SBC), that includes the unique identifier for the communication session between the plurality of communication devices. The SBC streams the media stream to the first media recorder. The first media recorder receives the media stream and records the media stream.
    Type: Grant
    Filed: August 25, 2015
    Date of Patent: June 5, 2018
    Assignee: Avaya Inc.
    Inventor: Manish Chatterjee
  • Patent number: 9986097
    Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.
    Type: Grant
    Filed: November 5, 2014
    Date of Patent: May 29, 2018
    Assignee: Avaya Inc.
    Inventors: Desmond Kirrane, Paul D'Arcy, Tony McCormack
  • Patent number: 9888110
    Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.
    Type: Grant
    Filed: January 24, 2017
    Date of Patent: February 6, 2018
    Assignee: Cyara Solutions Pty Ltd.
    Inventor: Alok Kulkarni
  • Patent number: 9860391
    Abstract: A method for matching a first entity with at least one second entity selected from a plurality of second entities, comprising defining a plurality of multivalued scalar data representing inferential targeting parameters for the first entity and a plurality of multivalued scalar data of each of the plurality of second entities, representing respective characteristic parameters for each respective second entity; and performing an automated optimization with respect to an economic surplus of a respective match of the first entity with the at least one of the plurality of second entities, and an opportunity cost of the unavailability of the at least one of the plurality of second entities for matching with an alternate first entity.
    Type: Grant
    Filed: September 23, 2016
    Date of Patent: January 2, 2018
    Inventors: Wai Wu, Steven M. Hoffberg
  • Patent number: 9736664
    Abstract: A computer-implemented system and method to manage the communication of a user are disclosed. In one embodiment, when a person tries to electronically convey a message to the user, the status of the user, the identity of the person, and the urgency of the message can be identified. The access priority of the person can be determined based on the person's identity. Then, the message can be managed using one or more rules and in view of the status of the user, the access priority of the person and the urgency of the message.
    Type: Grant
    Filed: October 26, 2015
    Date of Patent: August 15, 2017
    Assignee: IpVenture, Inc.
    Inventors: Kwok Wai Cheung, Peter P. Tong, C. Douglass Thomas
  • Patent number: 9680998
    Abstract: A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill set those agents should have, thereby facilitating management decisions.
    Type: Grant
    Filed: November 19, 2015
    Date of Patent: June 13, 2017
    Assignee: Altisource Solutions S.àr.l.
    Inventor: Dale Pickford
  • Patent number: 9667792
    Abstract: An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to: render at least one service to a user device through a communication session; collect information of the communication session; and send the information of the communication session to a service provider when a call is setup between the user device and the service provider. The service provider renders the information of the communication session for viewing by the service provider.
    Type: Grant
    Filed: June 24, 2016
    Date of Patent: May 30, 2017
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Erik Fiedorowicz, Sri Ramanathan, Matthew A. Terry, Matthew B. Trevathan
  • Patent number: 9648170
    Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.
    Type: Grant
    Filed: September 21, 2015
    Date of Patent: May 9, 2017
    Assignee: JPMorgan Chase Bank, N.A.
    Inventors: Nitin Dhir, Richard H. Hogrogian, Robert Thomas O'Reilly, Jr., Ravi Kappagantu
  • Patent number: 9602658
    Abstract: A marine wireless device includes a calling unit, a response unit, a communication establishment unit, a call processor, a condition memory unit, and a recorded data processor. The calling unit sends call information requesting the start of communication. The response unit sends response information with respect to the call information sent by a communication partner. The communication establishment unit receives the response information from the communication partner and establishes communication with the communication partner. The call processor executes a voice call with the communication partner with whom the communication establishment unit has established communication. The call memory unit stores as recorded data a voice call executed by the call processor. The condition memory unit stores specific data processing conditions related to recorded data. The recorded data processor varies the processing related to recorded data according to the data processing conditions.
    Type: Grant
    Filed: November 12, 2013
    Date of Patent: March 21, 2017
    Assignee: FURUNO ELECTRIC COMPANY LIMITED
    Inventor: Takuto Hazama
  • Patent number: 9584665
    Abstract: A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives each communication and determines whether a partial response, such as an acknowledgement that the communication was received, is required. If a partial response is required, a response module sends a partial response to the sender that indicates the communication was received and preferably includes an estimate of the time required for a full response to the communication. All received communications are forwarded to a queue to await processing by an agent. The decision module determines whether a partial response is required based on an estimate of the amount of time required for a full response. If the time estimate is less than a predetermined threshold, a partial response is not sent and the communication is forwarded to a queue for processing.
    Type: Grant
    Filed: April 25, 2007
    Date of Patent: February 28, 2017
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventor: Yoram Nelken
  • Patent number: 9553977
    Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.
    Type: Grant
    Filed: August 24, 2015
    Date of Patent: January 24, 2017
    Assignee: Cyara Solutions Pty Ltd
    Inventor: Alok Kulkarni
  • Patent number: 9438730
    Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.
    Type: Grant
    Filed: March 25, 2016
    Date of Patent: September 6, 2016
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Bryan T. Lillard, Parimal R. Patel, Eyob Mekonnen, Jason P. Ouimette
  • Patent number: 9401988
    Abstract: An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to: render at least one service to a user device through a communication session; collect information of the communication session; and send the information of the communication session to a service provider when a call is setup between the user device and the service provider. The service provider renders the information of the communication session for viewing by the service provider.
    Type: Grant
    Filed: March 31, 2015
    Date of Patent: July 26, 2016
    Assignee: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Erik Fiedorowicz, Sri Ramanathan, Matthew A. Terry, Matthew B. Trevathan
  • Patent number: 9398155
    Abstract: A system related to connecting customers to agents of a business includes an inbound (INB) interactive voice response (IVR) computer, an outbound (OUTB) IVR, and a computer telephony interface (CTI) computer. The INB IVR computer receives an inbound call from a customer and determines that there is a delay in a call queue of a call center. The OUTB IVR places an agent outbound call (on behalf of the customer) to the INB IVR which is then placed into the queue of the call center in response to the customer selecting a call-back option. The CTI computer then monitors the call center, and sends a notification to the OUTB IVR processor in response to the agent outbound call connecting to the available agent. Responsive to the notification, the OUTB IVR computer places a customer outbound call to the customer to connect the customer to the available agent.
    Type: Grant
    Filed: September 3, 2014
    Date of Patent: July 19, 2016
    Assignee: VERIZON PATENT AND LICENSING INC.
    Inventors: Michael Brimshan, Thomas Robert Hessel, Jonathan Doucette, Cuong Do-Vu
  • Patent number: 9350866
    Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.
    Type: Grant
    Filed: October 5, 2015
    Date of Patent: May 24, 2016
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Eyob Mekonnen, Brian T. Lillard, Jason P. Ouimette, Parimal R. Patel
  • Patent number: 9332410
    Abstract: The present invention discloses a method, an apparatus, and a terminal for answering a call and relates to the field of terminal technologies. The method includes, after a call is received from a calling party, answering the call by using an automatic call answering function of a terminal, and talking with the calling party. If an instruction is received from an owner in the process of talking with the calling party, an operation is performed according to the instruction of the owner. If no instruction is received from an owner in the process of talking with the calling party, an emergency level of the call according to call content is determined, and an operation is performed according to the determined emergency level.
    Type: Grant
    Filed: December 17, 2014
    Date of Patent: May 3, 2016
    Assignee: HUAWEI DEVICE CO., LTD.
    Inventor: Hui Jin
  • Patent number: 9277377
    Abstract: The invention relates to an electronic short messaging and advertising method where minimal initiative is required from the consumer. Some embodiments of the invention may also be applied to an electronic sales method. The invention may also be applied for normal short messaging. The electronic short messaging method for collect calling may send transmissions to at least one subscriber terminal via the Internet and/or the telephony network. The method may include sending a first transmission to a recipient subscriber terminal for display, wherein the first transmission defines one or more active alternatives including at least one of initiating a collect call and deleting the first transmission. The method may also include calculating costs associated with at least one of the first transmission and the one or more active alternatives.
    Type: Grant
    Filed: July 15, 2011
    Date of Patent: March 1, 2016
    Assignee: Open Invention Network, LLC
    Inventor: Mikko Kalervo Vaananen
  • Patent number: 9258422
    Abstract: Methods, systems, and products enable a healthcare facility or server to process incoming communications. When a communication is received, the time and a recipient's address may be compared to a schedule of procedures. The recipient's address may be associated with a patient or with medical personnel, such as a physician or nurse. If the time and the recipient's address match an entry in the schedule of procedures, then an alternate destination may be chosen for the communication.
    Type: Grant
    Filed: September 13, 2013
    Date of Patent: February 9, 2016
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: Diane Brown Turcan, David L. Wellons
  • Patent number: 9241067
    Abstract: A system and method are presented for self-service callback modification. A user may request a callback. A unique confirmation identifier may be issued which may be used by the system to look up the callback record. A user may modify their callback request at any time during the callback process to receive their callback at a requested point in time, change the address to which the callback is addressed, alter the media through which the callback is placed, etc. Modification may occur in real time. Confirmation may be sent to the user after modification.
    Type: Grant
    Filed: January 15, 2013
    Date of Patent: January 19, 2016
    Assignee: INTERACTIVE INTELLIGENCE GROUP, INC.
    Inventor: John R. Clark
  • Patent number: 9197743
    Abstract: Provided are a Voice over Internet Protocol (VoIP) gateway device, a control method thereof, and a VoIP gateway system. The VoIP gateway device includes: a connector which is connected to a first terminal; a communication unit which communicates with a proxy server that relays a VoIP communication; a storage unit which stores a ringtone corresponding to a call received by a call back function; and a controller which transmits an invite message to the proxy server for connecting a call from a first terminal to a second terminal corresponding to the call back function upon request from the first terminal for the call back function, and transmits the stored ringtone to the first terminal upon receiving a ringing message from the proxy server in response to the invite message.
    Type: Grant
    Filed: December 21, 2012
    Date of Patent: November 24, 2015
    Assignee: SAMSUNG ELECTRONICS CO., LTD.
    Inventor: Min-gyu Sun
  • Patent number: 9191797
    Abstract: The present invention is related to a method of allowing a recipient to control responses from his or her communication device when the recipient is unavailable to receive incoming information. More specifically, the present invention is related to a method of delivering a corresponding message to a sender of the incoming information when the sender sends the incoming information to the recipient during a status of unavailability. Even more specifically, the present invention is related to a method that allow the sender to be notified with the status of unavailability of the recipient in real-time thus avoid sending the incoming information during said status.
    Type: Grant
    Filed: December 4, 2013
    Date of Patent: November 17, 2015
    Inventor: Ryan R. Alam
  • Patent number: 9191508
    Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.
    Type: Grant
    Filed: February 21, 2014
    Date of Patent: November 17, 2015
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Eyob Mekonnen, Jason P. Ouimette, Parimal R. Patel, Brian T. Lillard
  • Patent number: 9185208
    Abstract: Calendar-callback voicemail that provides proposed callback times is described herein. Calendar-callback voicemail includes a calendar callback service that access, among other things, calendar information and location information. The calendar callback service uses that information to provide a proposed callback time to the caller, which the caller may accept or reject. A recipient of the voicemail can access the calendar callback service to schedule times in which callback times are not to be proposed. Further, the calendar callback service may connect the caller and the recipient at the time of the proposed call.
    Type: Grant
    Filed: December 23, 2008
    Date of Patent: November 10, 2015
    Assignee: AT&T Mobility II LLC
    Inventor: Alexander E. Silverman
  • Patent number: 9185238
    Abstract: A system is provided for scheduling and maintaining an open communication channel between multiple parties. The system includes a client device connected to a host device via a network. The client device is configured to interact with a website in order to schedule a communication with an advisor. The client device can then be used to participate in the scheduled communication with the advisor. During the communication, a telephone application may be configured to monitor the communication channel between the parties. If the application determines that the client connection has been lost, the application may ask the advisor whether he/she wants to reestablish a connection with the client. If the answers is yes, then the application may ask the client if he/she wants to reestablish a call with the advisor. If the answer is yes, then the application will rejoin the client with the advisor over the communication channel.
    Type: Grant
    Filed: April 23, 2014
    Date of Patent: November 10, 2015
    Assignee: Outlook Amusements, Inc.
    Inventors: Stephen Jason Freeland, Burhan Khan, Kristine Seale
  • Patent number: 9124699
    Abstract: Methods and systems for scheduling a communication between parties are presented. A system includes a wait-list module configured to determine and display information to a first party attempting to communicate with a second party. The system includes a wait-time prediction module configured to determine, based on the information determined by the wait-list module, an estimated wait time before the first party can be allowed to communicate with the second party. The system also includes a scheduling module configured to schedule a time when the first party can be allowed to communicate with the second party, wherein the scheduled time is determined by one of the first party and the second party based at least on the estimated wait time.
    Type: Grant
    Filed: May 7, 2007
    Date of Patent: September 1, 2015
    Assignee: OUTLOOK AMUSEMENTS, INC.
    Inventors: Timothy Youd, Jason Freeland, Vimalan Mahadevan
  • Patent number: 9092778
    Abstract: A novel method of substantially, if not totally, eliminating financial account fraud through the implementation of a specific algorithm that permits a financial institution the means to communicate directly and nearly instantaneously with an account holder for verification purposes during a financial transaction. The overall system depends on a string variable method that accords a limited number of representations to all the words and numbers of a specific human language in order to provide a suitable machine language translation for the capability of communicating quickly and effectively between a financial institution, an account holder, and possibly, a third party. Through a link between the digital communication platform set up by the variable string algorithm between the financial institution's system and at least one account holder electronic device, such communications, which do not require any need to divulge personal or other information of the account holder, ensure such transactions are proper.
    Type: Grant
    Filed: December 3, 2013
    Date of Patent: July 28, 2015
    Assignee: VARSGEN, LLC
    Inventor: Jeffrey S. Gibson
  • Patent number: 9071691
    Abstract: A customer premise equipment (CPE) establishes voice calls between a first and second voice communication devices. When establishment of a voice call between the first and second voice communication devices fails, the CPE auto-redials the second voice communication device at predetermined time intervals. When the second voice communication device answers the redialing, the voice call between the first and second voice communication devices is established and is transferred to a preset third voice communication device.
    Type: Grant
    Filed: October 8, 2013
    Date of Patent: June 30, 2015
    Assignees: AMBIT MICROSYSTEMS (SHANGHAI) LTD., HON HAI PRECISION INDUSTRY CO., LTD.
    Inventor: Xing Feng
  • Patent number: 9071687
    Abstract: A system and machine-implemented method for automated communication is presented. Outbound communication time window groups associated with one or more ranges of time valid are identified for initiating an outbound communication. A set of outbound communication time window groups for each of which the current time is within its associated ranges of time is identified. Subsequently, a call record associated with one of the outbound communication time window groups in the set is obtained, and an outbound communication session is initiated to a communication address included in the obtained call record. After an outbound communication session is established, it may be transferred to a live agent. If the outbound communication session has failed however, another outbound communication session may be initiated to the communication address within a later time range.
    Type: Grant
    Filed: June 29, 2011
    Date of Patent: June 30, 2015
    Assignee: Cellco Partnership
    Inventors: Bernard William Schaaf, III, Michael Brimshan
  • Patent number: 9065918
    Abstract: A method is described herein which enables a person to use their mobile phone to establish a voice connection with a central server, then send call control information in-band in the voice channel (via a voice user interface (VUI), digital tone multi-frequency (DTMF) or Multi-Frequency (MF) signaling) to setup a call between a convenient phone (e.g., land-line phone or mobile phone which has a better tariff structure) and one or more destination phone(s). Once the call is setup, the mobile phone can be hung-up to save on mobile connection costs and then a person can use the convenient phone to talk to a person using the destination phone.
    Type: Grant
    Filed: October 28, 2006
    Date of Patent: June 23, 2015
    Assignee: Alcatel Lucent
    Inventor: Jack Jachner
  • Patent number: 9036801
    Abstract: Methods for enabling enhanced call return in a communications network is disclosed. In some embodiments, the method includes receiving an incoming telephone call from a caller, wherein the incoming telephone call identifies a subscriber as a callee thereof; capturing caller-specific information for the caller, wherein the caller-specific information includes at least one of the name of the caller and the telephone number of the caller; and storing the caller-specific information into an intelligent peripheral (IP) within the network. Some embodiments of the methods include allowing the subscriber to access the caller-specific information stored in the IP. In some embodiments, the subscriber subscribes to an enhanced call return (ECR) feature as part of a service plan. The ECR feature allows the subscriber to access caller-specific information for a predetermined number of past callers and also to return calls from those past callers.
    Type: Grant
    Filed: May 23, 2014
    Date of Patent: May 19, 2015
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: Larry Scott Easley, Donald M. Cardina
  • Publication number: 20150131791
    Abstract: A system for implementing inquiry callback and information update services including a computer system having a miss call solution database. The computer system is configured to intercept an incoming call from a caller inquiring about a service, identify and log information corresponding to the caller, terminate the incoming call without interacting with the caller, and provide a miss call solution from the miss call solution database to the identified caller. The miss call solution including information corresponding to the service.
    Type: Application
    Filed: July 23, 2013
    Publication date: May 14, 2015
    Inventors: Riyaz Ali Khan Mayana, Malik Muheem, Prelo M. Hood, Shakeel Maniyar
  • Patent number: 9014351
    Abstract: An independent communication system (ICS) used in a transaction between a waiting party and a queuing party is adapted to connect to a particular node in an interactive voice response (IVR), wherein the queuing party has the IVR and the IVR has a plurality of nodes.
    Type: Grant
    Filed: November 3, 2014
    Date of Patent: April 21, 2015
    Assignee: FonCloud, Inc.
    Inventors: Shai Berger, Jason P. Bigue
  • Patent number: 9009056
    Abstract: The invention relates to a process for operating a voice dialog system and a voice dialog system which can be controlled over a telecommunications link by a communications terminal, a speech element transmitted by the communications terminal being received by a receiving unit of the voice dialog system and being analyzed for statement content in a processing unit, the speech element being filed in a memory assigned to the processing unit and after the telecommunications link is broken being analyzed by the processing unit.
    Type: Grant
    Filed: August 6, 2009
    Date of Patent: April 14, 2015
    Assignee: Deutsche Telekom AG
    Inventors: Guntbert Markefka, Klaus Dieter Liedtke
  • Patent number: 9001989
    Abstract: A system and method for coordinating communications. User selection of multiple contacts from an address book are received. The user selection of multiple contacts are added to a contact schedule. The multiple contacts listed in the contact schedule are automatically called. A voice communication is initiated in response to a receiving party answering a call. A message specified by a user is sent to the receiving party in response to the receiving party not answering the call.
    Type: Grant
    Filed: August 4, 2008
    Date of Patent: April 7, 2015
    Assignee: CenturyLink Intellectual Property LLC
    Inventors: Shekhar Gupta, Robert J. Morrill, David E. Rondeau
  • Patent number: 9002715
    Abstract: Information processor 1 includes display unit 30 for displaying an interface screen having function execution key unit 23 indicating a prescribed function for each function type, and interface screen change key unit 22 for switching each function type; interface screen control unit 20 for controlling display switching of the screen on the display unit 30 in response to an input operation signal; interface screen operation history recording unit 110 for recording, as continuous operation information, operation time and operation contents of the function execution key unit 23 or interface screen change key unit 22 in response to the input operation signal; likelihood value providing unit 120 for calculating and adding, to each function the function execution key unit 23 indicates, a likelihood value indicating a degree of a user desire from the continuous operation information recorded; priority recognition word setting unit 130 for outputting word information corresponding to the function whose likelihood valu
    Type: Grant
    Filed: August 9, 2010
    Date of Patent: April 7, 2015
    Assignee: Mitsubishi Electric Corporation
    Inventors: Yusuke Seto, Tadashi Suzuki, Ryo Iwamiya
  • Publication number: 20150092934
    Abstract: System and method to revoke call-back requests, the method including: transmitting a plurality of communication requests from a caller to one or more callees; determining mootness of a request for a call-back from at least some of the callees; initiating, by use of a single command, a plurality of call-back cancellation requests to the at least some of the callees; and transmitting one or more call-back cancellation requests to the at least some of the callees. The method may further include determining a characteristic shared by the communication requests to the at least some of the callees. Determining a characteristic may include determining subject matter from message content, metadata, or sending time of the communication requests. The request for a call-back is determined by the caller or inferred by a callee. Call-back cancellation may include removal of a call indication from a notification list of the callee.
    Type: Application
    Filed: September 30, 2013
    Publication date: April 2, 2015
    Applicant: Avaya Inc.
    Inventors: Harvey Waxman, John H. Yoakum, Gordon Brunson
  • Patent number: 8989363
    Abstract: An incoming call relaying status identifying unit determines whether or not a call receiving request from an incoming call forwarding system is delivered through a preset forward source terminal apparatus based on incoming call relaying status identifying information included in the call receiving request. Next, when a determination based on the incoming call relaying status identifying information brings about a positive result, a display unit displays information for a call-back including forward source terminal information representing the forward source terminal apparatus utilized for relaying the incoming call based on the incoming call relaying status identifying unit. This makes it possible for a user of a forward destination to recognize from which forward source the incoming call is forwarded.
    Type: Grant
    Filed: July 17, 2012
    Date of Patent: March 24, 2015
    Assignee: NTT DOCOMO, Inc.
    Inventors: Hiroshi Obata, Kensuke Ohno
  • Patent number: 8976951
    Abstract: The present invention provides flexible call processing. In one embodiment, a first call from a calling party intended for a called party is received at a call processing system. The call processing system places a second call to a telephonic device associated with the called party. The calling party and called party communicate via the first and second calls. A determination is made that the first call has been terminated. A call-back instruction is received from the called party while the second call is still in place. At least partly in response to receiving the call-back instruction, a third call is placed to a terminal associated with the calling party. The calling party and the called party can communicate via the second call and the third call.
    Type: Grant
    Filed: May 30, 2013
    Date of Patent: March 10, 2015
    Assignee: Callwave Communications, LLC
    Inventors: David S. Trandal, Robert F. Smith
  • Patent number: 8958538
    Abstract: A system, method and non-transitory computer readable medium including computer-executable instructions for handling calls. In an exemplary method of the disclosure, it may be determined whether a call should be transferred from the VSS to an agent based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, one or more time blocks may be provided to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.
    Type: Grant
    Filed: September 9, 2013
    Date of Patent: February 17, 2015
    Assignee: West Corporation
    Inventor: Duane Blaesi
  • Patent number: 8942360
    Abstract: Methods and computer-readable media provide presenting a customized message to an incoming calling party and for allowing the calling party to save or forward the customized message. A called party submits a customized message to an intelligent network component of her telecommunications service provider along with identifiers for specified incoming callers who are to receive the customized message upon calling the called party. After the customized message is prepared, incoming callers who have been associated with the customized message are presented with the customized message before being connected to the called party. If the incoming call is not from a telephone directory number associated with the customized message, the incoming call is processed according to normal call processing methods.
    Type: Grant
    Filed: November 16, 2011
    Date of Patent: January 27, 2015
    Assignee: AT&T Intellectual Property I, L.P.
    Inventors: Linda A. Roberts, Carl Bedingfield
  • Patent number: 8923822
    Abstract: Methods and apparatus for managing interruptions in a multiple communication mode environment are provided herein. For example, a method may include receiving at least first and second instances of communication data associated with first and second communication modes; obtaining first and attribute data related to the first and second instances of communication data; classifying the first and second instances of communication data into first and second categories based on the first and second attribute data using the interruption management device; and determining whether to interrupt a user by delivering the first instance of communication data or the second instance of communication data based on the first and second categories, respectively. The first category and the second category may be selected from a plurality of predetermined categories using a classification algorithm. The first communication mode may be different than the second communication mode.
    Type: Grant
    Filed: May 2, 2012
    Date of Patent: December 30, 2014
    Assignee: Cisco Technology, Inc.
    Inventors: Vikram Kumaran, John Christopher Cottrell
  • Patent number: 8913996
    Abstract: Apparatus and method for providing call connection notification. In order to provide a call connection notification service, a telephone number of a callee may be received when a caller transmits a call connection request to the callee. Based on the telephone number of the callee, public relations (PR) information may be searched for. A result of the searching may be provided to a user equipment of the caller.
    Type: Grant
    Filed: September 7, 2011
    Date of Patent: December 16, 2014
    Assignee: KT Corporation
    Inventors: Hyuk-Shik Chung, Sung-Hee Jeon
  • Patent number: 8908847
    Abstract: An independent communications system (ICS) is used in a transaction between a waiting party and a queuing party, with the queuing party having a interactive voice response (IVR). The IVR includes multiple nodes and the ICS is adapted to connect to a particular node in the IVR.
    Type: Grant
    Filed: March 10, 2009
    Date of Patent: December 9, 2014
    Assignee: FonCloud, Inc.
    Inventors: Shai Berger, Jason P. Bigue
  • Patent number: 8908845
    Abstract: A method, device and system for implementing a customized ring back tone service and a customized ring tone service are disclosed. The method includes: a second server receives a first early media response returned by a terminal comprising a first media negotiation result which is obtained by the terminal performing media negotiation with a first server according to a first early media request; the second server generates a second early media request according to the received first early media response comprising a second attribute identification for identifying the second early media request, and sends the first early media response and the second early media request; the first server completes the media negotiation with the calling terminal according to the first early media response and a called terminal completes the media negotiation with the second server according to the second early media request.
    Type: Grant
    Filed: August 7, 2012
    Date of Patent: December 9, 2014
    Assignee: Huawei Technologies Co., Ltd.
    Inventors: Li Li, Ruinan Sun
  • Patent number: 8908848
    Abstract: The present invention is related to telecommunications. A call processing system receives a first call from a caller intended for a first person. A notification regarding the first call is transmitted over a network to a terminal associated with the first person. A user interface is displayed on the terminal via which the first person can indicate that a callback message is to be transmitted to the caller. The callback message is transmitted to the caller, wherein the callback message includes an identification of the first person, a callback control, and text indicating that the caller is to activate the control to initiate another call to the first person. At least partly in response to the caller activating the control, A second call to be placed via which the first person and caller are connected.
    Type: Grant
    Filed: February 7, 2014
    Date of Patent: December 9, 2014
    Assignee: Callwave Communications, LLC
    Inventors: David C. McClintock, David S. Trandal
  • Publication number: 20140348316
    Abstract: System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party for handling sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.
    Type: Application
    Filed: June 9, 2014
    Publication date: November 27, 2014
    Inventors: Shai Berger, Jason P. Bigue, Michael Pultz
  • Patent number: 8891752
    Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.
    Type: Grant
    Filed: May 9, 2014
    Date of Patent: November 18, 2014
    Assignee: AT&T Intellectual Property I, LP
    Inventors: James Jackson, Mehrad Yasrebi