Call Transfer Patents (Class 379/212.01)
  • Patent number: 10261751
    Abstract: Multiple simultaneous calls are controlled. At least one processor is used to display an interface including indicators corresponding to at least two audio presentation devices. Each interface includes call contextual controls which change according to the state of a call. A swap control swaps an active call between the audio presentation devices corresponding to the indicators.
    Type: Grant
    Filed: June 25, 2018
    Date of Patent: April 16, 2019
    Assignee: IPC SYSTEMS, INC.
    Inventors: Stephen J. Minutillo, Tanveer Ahmad, Brett R. Berkowitz
  • Patent number: 10192179
    Abstract: Disclosed are various embodiments that relate to creation of a session corresponding to a support request initiated by a customer. Browsing activity, content pages and session notes of a customer service agent are tracked and stored, and a browse history user interface element expressing a browse history associated with the session is generated in a customer service agent user interface. If the session is transferred to another customer service agent, another customer service agent user interface can be generated that also includes the browse history user interface element.
    Type: Grant
    Filed: April 30, 2014
    Date of Patent: January 29, 2019
    Assignee: AMAZON TECHNOLOGIES, INC.
    Inventor: Saket Agarwal
  • Patent number: 10057427
    Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
    Type: Grant
    Filed: September 13, 2017
    Date of Patent: August 21, 2018
    Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
    Inventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
  • Patent number: 9843679
    Abstract: A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator of a supervised operator client application is selected for processing a customer, a connection between the communication interface and the supervised operator client application is supervised, and discussion context information of the established connection is stored in a data repository. If a connection through a different communication interface concerning the same request is established by the supervised operator client application, the discussion context information of the connection made through the different communication interface is added to the information already stored in association with the session.
    Type: Grant
    Filed: January 31, 2013
    Date of Patent: December 12, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Bruno Paugam, Stephane Hervochon
  • Patent number: 9794411
    Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.
    Type: Grant
    Filed: May 4, 2015
    Date of Patent: October 17, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vyacheslav I. Zhakov, Vyacheslav V. Sayko, Aleksandr V. Tikin
  • Patent number: 9723084
    Abstract: Disclosed is an inter-agent cross-blade-server calling method, and the method includes that: a source blade server where an agent initiating a call gets registered and logs in detects that a call between agents is an inter-agent cross-blade-server call; the source blade server indicates a target blade server to hand over a called agent to the source blade server to host the called agent; and a session between the agent initiating a call and the hosted called agent is generated at the source blade server. Also disclosed is an inter-agent cross-blade-server calling system, where the target blade server is configured to, according to an indication of the source blade server, hand over the called agent to the source blade server to host the called agent and return the related registration and login information to the source blade server.
    Type: Grant
    Filed: July 26, 2013
    Date of Patent: August 1, 2017
    Assignee: ZTE Corporation
    Inventor: Wenfeng Ke
  • Patent number: 9659337
    Abstract: Provided are a unified communication system and a unified communication method using multi-login, a terminal for controlling an operation of a unified communication tool, and a communication method in a terminal. The unified communication system may include a communication tool provider to provide a communication tool for at least one communication server associated with a user; a login manager to manage login information of the user when the user is logged in to two or more terminals simultaneously through respective communication tools on the two or more terminals, respectively, the login manager storing the login information of the user in a storage unit; a terminal determining unit to determine, among the two or more terminals, at least one terminal to which data associated with the user is to be transmitted based on the login information; and a communication unit to transmit the data to the at least one determined terminal.
    Type: Grant
    Filed: October 28, 2011
    Date of Patent: May 23, 2017
    Assignee: NHN CORPORATION
    Inventors: Suk Young Lee, Soo Young Kim, Gyu Il Kim, Jin Soo Park, Austin Kim
  • Patent number: 9537906
    Abstract: A method for creating, modifying, and terminating connections between Internet end systems, particularly, although not exclusively, for Internet telephony communication. The method relies on several request messages sent between a client and a server and the response messages sent back in response. Each request and response message may contain one or more header fields which modify or more uniquely link the messages with a given connection. On this basis, advanced telephony services, such as call forwarding, call transferring, and multiparty conferencing are provided.
    Type: Grant
    Filed: February 17, 2005
    Date of Patent: January 3, 2017
    Assignee: Alcatel-Lucent USA Inc.
    Inventors: Jonathan David Rosenberg, Henning G. Schulzrinne
  • Patent number: 9467651
    Abstract: Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and/or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.
    Type: Grant
    Filed: February 11, 2016
    Date of Patent: October 11, 2016
    Assignee: BANK OF AMERICA CORPORATION
    Inventors: Christian Michael Mande, James Robert Grimsley, Tyler Johnson, Nathan Dent, Sara Gill, Kristy M. Crist
  • Patent number: 9467564
    Abstract: Methods and systems are provided for managing customer service calls using a localhost service operating within a desktop environment. The system includes a web-based application configured to display browser windows including an overlayed or embedded softphone component, and a desk top application which serves a telephony application configured to receive call status information from a CTI adapter. The softphone is supported by an iFrame which exchanges call status information with the desk top application.
    Type: Grant
    Filed: April 18, 2014
    Date of Patent: October 11, 2016
    Assignee: salesforce.com, inc.
    Inventor: Gautam Vasudev
  • Patent number: 9467652
    Abstract: Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and/or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.
    Type: Grant
    Filed: February 11, 2016
    Date of Patent: October 11, 2016
    Assignee: BANK OF AMERICA CORPORATION
    Inventors: Christian Michael Mande, James Robert Grimsley, Tyler Johnson, Nathan Dent, Sara Gill, Kristy M. Crist
  • Patent number: 9288229
    Abstract: A method of pairing a first device with a second device is disclosed. Accordingly, an image that include encoded data is generated by the first device. The encoded data includes a unique identifier for identifying the first device and an arbitrary security code. The first device displays the image on a display. The second device captures the image using an image sensing device. The encoded data is decoded to generate a decoded data. The second device sends the decoded data to a server that is communicatively connected to the first device and the second device. Upon receiving the decoded data and using the unique identifier, the server communicates with the first device to verify the arbitrary security code.
    Type: Grant
    Filed: November 10, 2011
    Date of Patent: March 15, 2016
    Assignee: Skype
    Inventor: Matthew Kaufman
  • Patent number: 9282042
    Abstract: In a network including a plurality of nodes, a node transmits data to another node, receives data from another node, and stores a communication history between a plurality of other nodes and the node itself. When an acknowledge response to data transmitted to a first node among the plurality of other nodes is not received, the node generates a duplicate data of the transmitted data. When a duplication report indicating detection of duplicate data transmitted to a second node among the plurality of other nodes has been received from one of the plurality of other nodes, the node refers to the communication history, and identifies the first node as a cause of generation of the duplicate data. Thereafter, the node generates a check request that include a communication history between the first node and the node itself and that requests the first node to check the communication history.
    Type: Grant
    Filed: September 20, 2013
    Date of Patent: March 8, 2016
    Assignee: FUJITSU LIMITED
    Inventor: Jun Ibuki
  • Patent number: 9264667
    Abstract: Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and/or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.
    Type: Grant
    Filed: August 15, 2014
    Date of Patent: February 16, 2016
    Assignee: BANK OF AMERICA CORPORATION
    Inventors: Christian Michael Mande, James Robert Grimsley, Tyler Johnson, Nathan Dent, Sara Gill, Kristy M. Crist
  • Patent number: 9264299
    Abstract: Novel tools and techniques for implementing Transparent PSTN Failover. In some embodiments, a VoIP switch might receive a call request for connection between a calling party at a calling telephone number (“TN”) and a called party at a called TN. Based on a determination that connection via a session border controller (“SBC”) between the VoIP switch and an Internet Protocol (“IP”) gateway has been lost, the VoIP switch might route the call request to a PSTN redirect TN through the PSTN. One of the Class 5 switch of the PSTN or the IP gateway might replace the redirect TN with the called TN, based on a determination that the redirect TN represents a PSTN failover. The IP gateway may then route the call request to an IP PBX for terminating (establishing) the call connection between calling party and called party, without interception by an operator, receptionizt, or auto attendant.
    Type: Grant
    Filed: June 3, 2013
    Date of Patent: February 16, 2016
    Assignee: CenturyLink Intellectual Property LLC
    Inventors: Charles A. Palmer, Tod Higman
  • Patent number: 9247068
    Abstract: An apparatus, system and method for call notifications to active communication devices are provided. At an apparatus comprising a processor and a communication interface, a call for a first device is received via the communication interface. When is determined that a second device is active, a notification of the call is transmitted to the second device.
    Type: Grant
    Filed: June 27, 2012
    Date of Patent: January 26, 2016
    Assignee: BLACKBERRY LIMITED
    Inventors: Mihal Lazaridis, Brian Alexander Oliver, Andrew Douglas Bocking
  • Patent number: 9137371
    Abstract: The present invention is directed to a system and method for generating, processing and distributing leads, the system comprising a leads processing engine for receiving customer requests, creating leads based upon the customer requests, determining a best available agent or agents for each lead from a pool of available agents based upon one or more selected factors, and offering and/or sending each lead to the best available agent or agents.
    Type: Grant
    Filed: July 6, 2007
    Date of Patent: September 15, 2015
    Assignee: RevAgency IP, LLC
    Inventors: Van Anderson, David H. Anderson, Brad L. Anderson, Michael B. Anderson, Jeffrey R. Anderson
  • Patent number: 9106755
    Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.
    Type: Grant
    Filed: December 2, 2013
    Date of Patent: August 11, 2015
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Juan M. Vasquez, Prashant B. Desai, Mayuresh Mohan Hegde, Parind S. Poi
  • Patent number: 9036804
    Abstract: Architecture for enabling identification of a call party's representative during calls on behalf of the call party. The call representative is delegated to initiate or answer an IP call on behalf of the call party. An IP-telephony component initiates or answers the IP call by the call representative on behalf of the call party. The IP-telephony component can be an IP telephone, or any other suitable IP calling interface. An identification component presents a representation notification identifying the call representative to a connected call party. The representation notification can be displayed on a caller ID display on an IP phone, or can be displayed on a user interface of the personal computing device, for example. The calls can be point-to-point IP calls with a single participant, or can be conference calls with multiple participants, and can be performed with one or more suitable protocols.
    Type: Grant
    Filed: March 31, 2009
    Date of Patent: May 19, 2015
    Assignee: Microsoft Corporation
    Inventors: Pradipta Kumar Basu, Brandon V. Taylor, Rajesh Ramanathan
  • Patent number: 9008683
    Abstract: Described are a system and method of managing a real-time communication initiated to a mobile communications device. A communication from an originating communications device is sensed as being directed to a first destination address corresponding to a mobile communications device. Location information of the mobile communications device is determined. The communication is directed to a second destination address based on the determined location of the mobile communications device.
    Type: Grant
    Filed: December 20, 2010
    Date of Patent: April 14, 2015
    Assignee: Mitel Networks Corporation
    Inventors: Paul Andrew Erb, Peter Hillier
  • Patent number: 8995639
    Abstract: A calling party is connected to a system of a called party without the calling party reaching the called party. A call diversion is triggered when a request to access a call diversion application is received. In response to receiving the request, the call diversion application at the direct-to-diverted call completion service server initiates a first call and a second call to a called party. The call diversion application detects when the second call is connected to a call completion system. In response to detecting when the second call is connected to a call completion system, the first call is terminated.
    Type: Grant
    Filed: November 28, 2012
    Date of Patent: March 31, 2015
    Assignee: Cox Communications, Inc.
    Inventors: Michael Colin Jaccino, Francisco Gonzalez, Compton Wharton, Jr., Michael Anthony Clark
  • Patent number: 8989054
    Abstract: An IP device exchange apparatus includes: a connector that is connected to a first IP phone, a second IP phone, and a third IP phone; a memory for storing a coding scheme obtained by call setting which is negotiated between the first and second IP phones; and a controller that, when receiving a call instruction for call connection to the second IP phone from the third IP phone during communication between the first and second IP phones, employs the coding scheme stored in the memory to perform, between the third IP phone and the IP device exchange apparatus, call setting between the second and third IP phones, while maintaining call connection between the first and second IP phones, thereby changing the call connection between the first and second IP phones to call connection between the second and third IP phones.
    Type: Grant
    Filed: June 24, 2008
    Date of Patent: March 24, 2015
    Assignee: Panasonic Intellectual Property Management Co., Ltd.
    Inventor: Shinya Isumi
  • Patent number: 8983041
    Abstract: Conserving call logic during handoff may be provided. First, a call may be received at a first server. Next, the first server may determine that it cannot handle the call. Then the call may be transferred by the first server to a second server with enough information so that the second server can take up the call where the first server left off. Transferring the call to the second server with enough information so that the second server can take the call up where the first server left off may comprise placing the information in a REFERRED-BY header and sending the REFERRED-BY header to the second server.
    Type: Grant
    Filed: October 1, 2013
    Date of Patent: March 17, 2015
    Assignee: Microsoft Technology Licensing, LLC
    Inventor: Amit Kumar Dutta
  • Patent number: 8971866
    Abstract: A method, computer program product, and computer system for automatically connecting a calling device to a best available calling device based on resource strength. A computer system receives from a first calling device a request for a call to a second calling device and evaluates resource strength of the second calling device. The computer system determines one or more third calling devices, in response to determining that the resource strength of the second calling device is low. The computer system compares resource strength of the one or more third calling devices with that of the second calling device and determines a best available one of the one or more third calling devices. The computer system connects the call by connecting the first calling device and the best available one of the one or more third calling devices.
    Type: Grant
    Filed: August 14, 2012
    Date of Patent: March 3, 2015
    Assignee: International Business Machines Corporation
    Inventors: Kulvir S. Bhogal, Lisa Seacat DeLuca, Robert R. Peterson, Asima Silva
  • Patent number: 8964957
    Abstract: There is provided a telephone that is capable of accessing a memory for storing subscription information that includes a phone number. The telephone comprises, among other things: a searching unit that searches the memory for second subscription information that is different from the first subscription information selected by the selecting unit; an obtaining unit that obtains a first phone number included in the first subscription information and transfer source information that enables a call transfer server of a network operator associated with the second subscription information to identify a second phone number included in the second subscription information; and a sending unit that sends, to the call transfer server, a call transfer request for requesting the network operator to transfer a call addressed to a phone number, which is identified by the call transfer server based on the transfer source information, to the first phone number.
    Type: Grant
    Filed: August 4, 2010
    Date of Patent: February 24, 2015
    Assignee: Telefonaktiebolaget L M Ericsson (publ)
    Inventors: Shingo Murakami, Toshikane Oda, Shinta Sugimoto
  • 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: 8958539
    Abstract: A system and method for transferring calls between multiple devices. A call is communicated through a network device to a first phone utilizing a first communications service. The call is transferred from the first phone to a second phone. The call being transferred in response to a user selection associated with the second phone. The call is transferred from the second phone to a third phone. The second phone or the third phone utilizes a second communications service. The call being transferred in response to a user selection associated with the third phone.
    Type: Grant
    Filed: April 23, 2008
    Date of Patent: February 17, 2015
    Assignee: CenturyLink Intellectual Property LLC
    Inventor: David E. Emerson
  • Patent number: 8953768
    Abstract: Call-handling rules may be provided. A user interface may access a plurality of information associated with a user and provide functionality for creating a plurality of rules based on the information. An incoming call intended for the user may be received and processed according to the created rules.
    Type: Grant
    Filed: March 15, 2010
    Date of Patent: February 10, 2015
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Chun Yong Chua, Feroze B. Daud, Michael Anthony Faoro, Nankang Ma
  • Patent number: 8948160
    Abstract: The present invention relates to providing services for circuit-switched calls from an Internet Protocol (IP) based packet network. In essence, a call originating from or intended for a subscriber that is served by a telephony switch, such as an end office or mobile switching center, in a circuit-switched network is intercepted and routed by the telephony switch to a service node via a subscriber emulator. The subscriber emulator acts as a liaison between the telephony switch of the circuit-switched network and the service node of the packet network. Preferably, the subscriber emulator presents itself to the service node as a user agent, which acts on behalf of a subscriber that is served the telephony switch. The service node provides any requisite processing of the call to implement services for the call.
    Type: Grant
    Filed: December 20, 2007
    Date of Patent: February 3, 2015
    Assignee: Genband US LLC
    Inventors: Dany Sylvain, Cristian Constantinof
  • Patent number: 8948359
    Abstract: A telephony system is presented that enables one user to monitor another user's extension and perform functions on calls destined for the other user's extension. The system includes a server with a telephony management software (TMS) unit, a telephony application programming interface (TAPI) unit, and an application unit. The application unit includes a control module, association module, presentation module, park module, monitoring device interface module, and storage interface module. A server sends information to a monitoring device regarding the status of a monitored extension and calls offering on that extension. A server also enables a user to navigate through multiple calls offering and park a selected call.
    Type: Grant
    Filed: June 28, 2013
    Date of Patent: February 3, 2015
    Assignee: ShoreTel, Inc.
    Inventors: Michael S. W. Tovino, Richard A. Winslow
  • Patent number: 8942368
    Abstract: Communication systems and methods are described that include call notification with rich caller identification. Components of the communication systems are configured to receive a call for a user via an enterprise voice channel. A call request is automatically generated in response to event data of the received call. The call request includes caller data from enterprise databases or directories. The caller data provides identifying information of the caller to the user via the call request. The call request can include response options by which the user can participate in the call. The call request is routed to a target device of the user via a data channel of the host enterprise. The target device provides the user with multiple action or response options via the call request. The response options include for example accepting the call, delaying the call, forwarding the call, ignoring the call, and ignoring the caller.
    Type: Grant
    Filed: June 6, 2013
    Date of Patent: January 27, 2015
    Assignee: Cisco Technology, Inc.
    Inventors: Saurav Chatterjee, Josh Perfetto, Hemendra Rana, Paul Fullarton, Ankur Shah
  • Patent number: 8942687
    Abstract: Communication networks and methods are disclosed for selectively applying call forwarding between a mobile device and a fixed line device based on the location of the mobile device. A communication network includes a call control function that receives a call attempt to a mobile directory number. Responsive to the call attempt, the call control function identifies a location of the mobile device, and determines whether to apply call forwarding based on the location of the mobile device. If call forwarding is applied, then the call control function forwards the call attempt to the fixed line device instead of the mobile device. A similar process is performed for a call attempt to the fixed line device for forwarding the call to the mobile device.
    Type: Grant
    Filed: April 8, 2008
    Date of Patent: January 27, 2015
    Assignee: Alcatel Lucent
    Inventors: Yigang Cai, Xiangyang Li
  • Patent number: 8938059
    Abstract: The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.
    Type: Grant
    Filed: September 16, 2008
    Date of Patent: January 20, 2015
    Assignee: Avaya Inc.
    Inventors: Fei Chen, Lorraine Denby, Wen-Hua Ju, James M. Landwehr, Holger Vatter
  • Patent number: 8938058
    Abstract: A system for handling call transfer contains a talker computer for providing a batch notification that enables a central data server to identify a batch of one or more customer records for calling, a central data server for receiving the batch notification that enables the central data server to identify the batch of one or more customer record, and a dialing agent computer for providing a connected notification that a customer that has been called has been connected, referred to herein as a connected customer, via a call, wherein a customer record of the connected customer is associated with the batch, wherein the central data server provides an identify notification and the talker computer receives the identify notification that enables the talker computer to distinguish the connected customer record, wherein the connected customer record is associated with the batch.
    Type: Grant
    Filed: March 11, 2014
    Date of Patent: January 20, 2015
    Assignee: Micro Macro Assets LLC
    Inventor: Senraj Soundar
  • Patent number: 8923848
    Abstract: Provided is a telephone switch such that an incoming call to an extension within the telephone switch can be picked up from a mobile terminal.
    Type: Grant
    Filed: March 22, 2012
    Date of Patent: December 30, 2014
    Assignee: NEC Corporation
    Inventor: Yasuhito Futamase
  • Publication number: 20140369484
    Abstract: Measures for transferring an established communication session in a telecommunications network, the communication session being established between one of a plurality of communication clients associated with a user and a remote device associated with a remote party. At a call control system located in the signaling path for the established communication session, a communication session transfer request is received from a device associated with the user, the communication session transfer request having been generated by and transmitted from the device. Transfer of the established communication session from the one communication client in the plurality of communication clients to another communication client in the plurality of communication clients is initiated at the call control system. The transfer is conducted on the basis of a preconfigured data set, specific to the user, identifying one or more of the plurality of communication clients associated with the user.
    Type: Application
    Filed: August 27, 2014
    Publication date: December 18, 2014
    Inventors: Chris MAIRS, Alan COOK, Jon ROWLAND, Lionel James Jerome LEE, Doug CURRIE
  • Patent number: 8891753
    Abstract: The present invention provides flexible call processing. For example, a call processor system can receive an inbound call intended for a called party and place an outbound call to the called party. The call processing system can provide the called party with a call transfer option.
    Type: Grant
    Filed: January 4, 2013
    Date of Patent: November 18, 2014
    Assignee: Callwave Communications, LLC
    Inventors: Leland W. Kirchhoff, David S. Trandal, Colin Kelley, David J. Brahm, Robert F. Smith, David F. Hofstatter, Robert A. Dolan
  • Patent number: 8885810
    Abstract: A telephone communication control apparatus is provided that ensures a user to be reached by a person who is calling the user without requiring the user to open a number, which identifies the user, to the party. The apparatus includes a registry in which at least status information that indicates status of each of a number of members is registered, wherein the number of members share a fixed telephone terminal and respectively have communication terminals. The apparatus includes— an authentication unit that authenticates a calling subscriber number of a call based on calling subscriber information in which calling subscriber numbers approved to have a session with the members are indicated when the call is made to the number of the fixed telephone terminal. The apparatus includes— a transfer control unit that transfers the call that is authenticated at the authentication unit to a communication terminal based on the information in the registry.
    Type: Grant
    Filed: January 23, 2009
    Date of Patent: November 11, 2014
    Assignee: NEC Corporation
    Inventor: Yoshio Wada
  • Patent number: 8885811
    Abstract: A conferencing system for an enterprise is disclosed. The conferencing system includes a management apparatus for managing conferencing resources in a premises. The management apparatus includes a communications link for communicating with a proximity announcing system, which indicates whether a portable communications device is near a conferencing device within the premises. The management apparatus can transmit a message to a proximate portable communication device indicating that a conferencing device is nearby. The proximity announcing system can include wireless transmitters and receivers associated with the premises and with portable communication devices used within the premises for tracking the location of the portable communication devices throughout the premises.
    Type: Grant
    Filed: March 18, 2013
    Date of Patent: November 11, 2014
    Assignee: Polycom, Inc.
    Inventor: Eran Knaz
  • Patent number: 8879693
    Abstract: A system and method for voice-activated dialing using implicit and explicit trunks including receiving a call from the user telephone and establishing a first connection. In response to establishing the first connection, a second connection may be established over the implicit trunk. In response to establishing the second connection, a third connection may be initiated. In response to the user telephone sending a keyword, the implicit trunk may be disconnected and the call may be connected via the explicit trunk. If a spoken number is received, then the spoken number may be translated into a computer readable telephone number. Alternatively, if a dialed telephone number is received from the user telephone, the telephone number may be used to route the call. In response to receiving the telephone number, the explicit trunk may be disconnected and the call from the user telephone may be routed to the received telephone number.
    Type: Grant
    Filed: September 7, 2011
    Date of Patent: November 4, 2014
    Assignee: CenturyLink Intellectual Property LLC
    Inventors: David W. Reece, Roger T. Trueman, John Zeigler
  • Patent number: 8873733
    Abstract: A system, method, and computer readable medium for feedback of survey results comprises a data center, a call center, and a survey platform communicably coupled to the data center and to the call center, wherein the data center receives a communication initiated by an individual, wherein the communication is routed to the survey platform after an event, wherein data related to at least one of: the individual and the communication is collected, wherein the individual is prompted for participation in a survey, if the individual agrees to participate in the survey, the data is routed to the call center, based on the data and information related to the individual, the individual is routed to an agent within a call center, wherein the agent conducts a survey, and wherein results of the survey are dynamically provided to quality control database.
    Type: Grant
    Filed: June 8, 2007
    Date of Patent: October 28, 2014
    Assignee: West Corporation
    Inventor: Richard K. Snyder
  • Patent number: 8855283
    Abstract: Novel tools and techniques that provide enhanced wireline services at one or more known wireline locations. In some cases, these tools and techniques involve determining that a subscriber is at one or more of the known wireline locations based on a detected location of the subscriber's wireless device (e.g., wireless phone, portable computer, etc.). Once the subscriber's presence at that wireline location has been detected, enhanced services can be provided to a wireline telephone at that location.
    Type: Grant
    Filed: February 17, 2011
    Date of Patent: October 7, 2014
    Assignee: Qwest Communications International Inc.
    Inventor: Ashish Agarwal
  • Patent number: 8848896
    Abstract: The present invention relates to a message-based notifying method for notifying a waiting queue and an application server, wherein the method includes: sending, by a calling terminal, a call request to a called terminal; forwarding, by an application server, to the called terminal the call request sent from the calling terminal, and determining from a response message returned from the called terminal whether the called terminal is in an idle status; and if the called terminal is in a busy status, then adding by the application server the calling terminal into a waiting enqueuing queue of the called terminal, and sending to the calling terminal a waiting notification message containing a waiting queue value corresponding to the calling terminal; or if the called terminal is in an idle status, then establishing directly a communication connection between the calling terminal and the called terminal.
    Type: Grant
    Filed: November 15, 2007
    Date of Patent: September 30, 2014
    Assignee: China Mobile Communications Corporation
    Inventors: Jianming Zhou, Congxing Ouyang, Jinglei Liu
  • Patent number: 8848895
    Abstract: A system for and method of providing a gateway transfer mechanism is presented. In one exemplary embodiment, the system and method of providing a gateway transfer mechanism may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.
    Type: Grant
    Filed: August 25, 2009
    Date of Patent: September 30, 2014
    Assignee: Verizon Patent and Licensing Inc.
    Inventors: Prashant B. Desai, Juan M. Vasquez, Meyuresh M. Hegde, Parind S. Poi, Haridas Bhogade
  • Patent number: 8838083
    Abstract: A telephone adapted to switch a voice call from an Instant Messaging (IM) based voice network to a cellular voice network.
    Type: Grant
    Filed: August 29, 2012
    Date of Patent: September 16, 2014
    Assignee: TP Lab Inc.
    Inventors: Chi Fai Ho, Shin Cheung Simon Chiu
  • Patent number: 8837703
    Abstract: A personal communications device may be placed in, or removed from, a docking station. In response, a predetermined command may be selected from a plurality of predetermined commands and transmitted from the docking station to at least one of a plurality of network devices. Each predetermined command may include the address of the network device and may be configured to cause the network device to respond. In this way, a user's communication infrastructure may be reconfigured in a simple and intuitive manner.
    Type: Grant
    Filed: July 29, 2013
    Date of Patent: September 16, 2014
    Assignee: AT&T Intellectual Property II, L.P.
    Inventors: Paul Henry Fuoss, Howard Paul Katseff, Bethany Scott Robinson
  • Publication number: 20140254775
    Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.
    Type: Application
    Filed: March 6, 2013
    Publication date: September 11, 2014
    Applicant: AVAYA INC.
    Inventors: Neil O'Connor, Paul D'Arcy
  • Patent number: 8831583
    Abstract: A multimode handset and method that includes a first communications path adapted to communicate using a mobile telephone communications protocol, a second communications path adapted to communicate using a local cordless communications protocol, and a processing unit in communication with the first communications path and the second communications paths and configured to switch between the first communications path and the second communications path during a telephone call.
    Type: Grant
    Filed: April 30, 2012
    Date of Patent: September 9, 2014
    Assignee: CenturyLink Intellectual Property LLC
    Inventors: Amar N. Ray, Cadathur V. Chakravarthy
  • Patent number: 8817669
    Abstract: A system and method for managing telephone calls is disclosed. The system includes a central controller that receives and processes telephone calls. The identity of a caller is first determined. Based on predetermined settings designated by an end user, a call is directed to one or more telephones of the end user. Preferably, the end user's telephones ring simultaneously. The user may answer any of his/her telephones and choose from among several options of how to handle the call. If the user chooses to answer the call, the call may be transferred to that telephone and the conversation may commence.
    Type: Grant
    Filed: June 23, 2010
    Date of Patent: August 26, 2014
    Assignee: Google Inc.
    Inventors: Craig Elliott Walker, Vincent Paquet, Donnie Carlton Fletcher
  • Patent number: 8804577
    Abstract: A conference call system with a plurality of endpoints, a switch and a media mixer is disclosed. One or more entities in the conference call system comprise part or whole of a feature module. The feature module executes various telephony features like adjusting the volume of a selected participant in a conference call, initiating a sidebar with a participant wherein other participants cannot hear the conversation of the participants in the sidebar, putting a selected call participant on hold from an endpoint other than the selected participant's endpoint, disconnecting a selected participant from an endpoint other than the selected participant's endpoint and transferring a call with two or more participants to a new participant's endpoint.
    Type: Grant
    Filed: September 30, 2009
    Date of Patent: August 12, 2014
    Assignee: ShoreTel, Inc.
    Inventors: Chakradhar Kondapalli, Pramod Madabhushi