Class Of Service Determination Or Transmission Patents (Class 379/243)
  • Patent number: 10348898
    Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.
    Type: Grant
    Filed: September 21, 2015
    Date of Patent: July 9, 2019
    Assignee: Zendesk, Inc.
    Inventors: Steven Kai-Man Yan, Adrian P. McDermott, Shajith C. Thengumoottil, Henry Hsu
  • Patent number: 10235639
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing the inquiries to an independent group of experts. Machine learning based systems are used in combination with contact center staff and/or the independent experts to resolve the customer service inquiries. The AI based systems can be configured to determine which of the customer service inquiries should be routed to the independent experts, and/or to generate content for inclusion in responses to the customer service inquiries. The machines systems are optionally trained based on scored responses to prior customer service inquiries. These scored responses can include content provided by a machine learning system and/or a human expert.
    Type: Grant
    Filed: March 31, 2017
    Date of Patent: March 19, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Vlad Georgescu, Jeff Patterson, Antony Fenwick Brydon, Jason Fama, Scott Golubock, Jean Tessier, Stephen Hsu
  • Patent number: 10171666
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries town independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include an AI based system configured to determine which of the inquiries should be routed to the independent group of experts. The expert system is optionally trained based on scored responses to prior customer service inquiries.
    Type: Grant
    Filed: April 14, 2017
    Date of Patent: January 1, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Jeff Patterson
  • Patent number: 10171663
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for establishing a target handle time (THT) for a communication routed to an agent in a contact center. Specifically, an analytics component is used to detect a keyword in the communication that identifies a reason for the communication. Accordingly, a THT is set for the communication based on the identified reason and a visual representation of the THT is displayed that includes a component decrementing with the passage of time. At some point, the communication is completed and a disposition code is entered for the communication. Accordingly, in particular embodiments, the disposition code is then confirmed to match the reason for the communication to ensure the correct reason was identified and the correct corresponding THT was set.
    Type: Grant
    Filed: February 15, 2018
    Date of Patent: January 1, 2019
    Assignee: Noble Systems Corporation
    Inventor: Jason P. Ouimette
  • Patent number: 10171668
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include methods of classifying customer service inquiries, training a machine learning system, and/or processing customer service requests.
    Type: Grant
    Filed: April 14, 2017
    Date of Patent: January 1, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Vlad Georgescu, Jeff Patterson, Antony Fenwick Brydon, Jason Fama, Scott Golubock, Jean Tessier, Stephen Hsu
  • Patent number: 10171667
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include an expert system configured to identify clusters of inquiries that can be responded to using predetermined response content. The expert system is optionally trained based on scored responses to prior customer service inquiries.
    Type: Grant
    Filed: April 14, 2017
    Date of Patent: January 1, 2019
    Assignee: Directly Software, Inc.
    Inventors: Eugene Mandel, Jeff Patterson
  • Patent number: 10003500
    Abstract: In various example embodiments, a system and method for managing a server cluster are provided. An example method may include scheduling a first job on a first node, using a first resource manager, establishing a service for a second resource manager on a second node, wherein the service is allocated node resources of the second node, and attempting to schedule a second job on the first node, using the first resource manager. The method may include preempting the service on the second node, using the second resource manager, in response to the attempt to schedule the second job on the first node, and deallocating the node resources of the second node from the service. The method may include advertising, using a node manager of the first resource manager, available node resources of the second node, and scheduling the second job on the second node, using the first resource manager.
    Type: Grant
    Filed: March 30, 2017
    Date of Patent: June 19, 2018
    Assignee: eBay Inc.
    Inventors: Mohit Soni, Rami El-Charif, Meghdoot Bhattacharya
  • Patent number: 9813553
    Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.
    Type: Grant
    Filed: October 21, 2015
    Date of Patent: November 7, 2017
    Assignee: Avaya Inc.
    Inventors: Edel Kelly, Liam Loftus, Seamus Hayes, Will Meaney
  • Patent number: 9769315
    Abstract: Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.
    Type: Grant
    Filed: September 29, 2014
    Date of Patent: September 19, 2017
    Assignee: Amazon Technologies, Inc.
    Inventors: Jon R. Jay, Jeremy A. Dashe, Yung-Chun Lin, Kenneth C. Macfarlane, Eric S. Stone, Raymond P. Sharpe, Jr., Nathan Brent Glissmeyer
  • Patent number: 9736304
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.
    Type: Grant
    Filed: February 3, 2017
    Date of Patent: August 15, 2017
    Assignee: Noble Systems Corporation
    Inventors: Ellwood I. Neuer, III, Jason P. Ouimette, Christopher S. Haggerty
  • Patent number: 9686141
    Abstract: In various example embodiments, a system and method for managing a server cluster are provided. An example method may include scheduling a first job on a first node, using a first resource manager, establishing a service for a second resource manager on a second node, wherein the service is allocated node resources of the second node, and attempting to schedule a second job on the first node, using the first resource manager. The method may include preempting the service on the second node, using the second resource manager, in response to the attempt to schedule the second job on the first node, and deallocating the node resources of the second node from the service. The method may include advertising, using a node manager of the first resource manager, available node resources of the second node, and scheduling the second job on the second node, using the first resource manager.
    Type: Grant
    Filed: December 23, 2014
    Date of Patent: June 20, 2017
    Assignee: eBay Inc.
    Inventors: Mohit Soni, Rami El-Charif, Meghdoot Bhattacharya
  • Patent number: 9654639
    Abstract: An issue is identified based on context information and a state of engagement of a user. The issue is matched against an agent based on agent capabilities exposed by the agent. Feedback information is used to generate a reputation metric for the agent.
    Type: Grant
    Filed: January 14, 2016
    Date of Patent: May 16, 2017
    Assignee: Microsoft Technology Licensing, LLC
    Inventors: Paul Sanjeev Balarajan, Warren Johnson, Matt J. Lopez, Masroor Hussain Syed, Andy Kwan Jin Siow, Brian T. VanDoren
  • Patent number: 9654640
    Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.
    Type: Grant
    Filed: April 25, 2016
    Date of Patent: May 16, 2017
    Assignee: Directly, Inc.
    Inventors: Antony Brydon, Jeff Patterson, Jean Tessier, Scott Golubock, Vlad Georgescu, Ruben Kislaki
  • Patent number: 9600789
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.
    Type: Grant
    Filed: November 11, 2016
    Date of Patent: March 21, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Ellwood I. Neuer, III, Jason P. Ouimette, Christopher S. Haggerty
  • Patent number: 9590849
    Abstract: A method and system for managing a computing cluster including hosting a plurality of machines in a networked computing cluster, wherein the plurality of machines include service instances running on hosts, where the services have configured machine state; and wherein machine state includes configuration data and software of the machine; integrating the plurality of machines of the cluster with at least one configuration controller component; and the at least one configuration controller component, altering the machine state of at least one service instance.
    Type: Grant
    Filed: May 9, 2012
    Date of Patent: March 7, 2017
    Assignee: Twilio, Inc.
    Inventors: Bulat Shakirzyanov, Keith A Davidson, Evan Cooke, Jeffrey Lawson
  • Patent number: 9565552
    Abstract: A mobile wireless device which operates in a wireless network is capable of: displaying a request for a user specified subscriber identification code on a GUI, receiving a single entry of the user specified subscriber identification code from the GUI, appending a code specifying a request for a type of activation and a request for data representing customer specific services to the subscriber identification code to form an activation code, transmitting the activation code to a control center wherein the transmission of the activation code results from the single entry of the user specified subscriber identification code into the GUI, receiving data representing customer specific services from the control center in response to the transmission of the activation code, and storing the received data representing the customer specific services in the memory.
    Type: Grant
    Filed: December 16, 2015
    Date of Patent: February 7, 2017
    Assignee: Jasper Technologies, Inc.
    Inventors: Jahangir Mohammed, Amit Gupta, Daniel Collins, Scott Barkley, Jack McGwire
  • Patent number: 9531881
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.
    Type: Grant
    Filed: July 15, 2016
    Date of Patent: December 27, 2016
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Jason P. Ouimette, Ellwood I. Neuer, III, Christopher S. Haggerty
  • Patent number: 9510176
    Abstract: In one embodiment, an apparatus can include: (i) a location receiver configured to receive position signals, and to derive location information therefrom; (ii) one or more recognition modules configured to receive usage-related inputs, and to provide a pattern therefrom; and (iii) a processor configured to receive the pattern, and to provide the location information and an emergency indication. For example, particular embodiments can advantageously provide an emergency beacon using voice or other usage-related inputs to a cellular telephone.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: November 29, 2016
    Assignee: III HOLDINGS 2, LLC
    Inventor: Michael C. Stephens, Jr.
  • Patent number: 9426291
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.
    Type: Grant
    Filed: October 16, 2015
    Date of Patent: August 23, 2016
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Jason P. Ouimette, Ellwood I. Neuer, III, Christopher S. Haggerty
  • Patent number: 9325745
    Abstract: A service providing server collects call session information that identifies communication established between terminals and service usage IDs that identify the terminals for each terminal. Then, the service providing server identifies call session information pieces indicating the same communication and associates Web services with each other. When the service providing server provides the associated Web services to the terminals, the service providing server identifies service usage IDs that identify the terminals and control provision of the Web services so that each Web service is provided according to history information stored in a history information database in association with service usage IDs.
    Type: Grant
    Filed: October 16, 2009
    Date of Patent: April 26, 2016
    Assignee: NIPPON TELEGRAPH AND TELEPHONE CORPORATION
    Inventors: Masashi Toyama, Koji Murakami, Yoshiko Sueda
  • Patent number: 9229894
    Abstract: Embodiments of a bridge circuit and system are disclosed that may allow converting transactions from one communication protocol to another. The bridge circuit may be coupled to a first bus employing a first communication protocol, and a second bus employing a second communication protocol. The second bus may include a plurality of virtual channels. The bridge circuit may be configured to receive transactions over the first bus, and convert the transactions to the second communication protocol, and to assign the converted transaction to one of the plurality of virtual channels. The bridge circuit may be further configured store the converted transaction. A plurality of limited throughput signals may be generated by the bridge circuit dependent upon a number of available credits for the plurality of virtual channels.
    Type: Grant
    Filed: April 9, 2013
    Date of Patent: January 5, 2016
    Assignee: Apple Inc.
    Inventors: Deniz Balkan, Gurjeet S Saund, Joseph P Bratt, Kevin C Wong, Manu Gulati, Rohit K Gupta
  • Patent number: 9152937
    Abstract: A message sequence management of enterprise based correlated events incorporates the changing and unique business of a telecommunications service provider with minimal configurations. The design identifies and manages related service requests and ensures that related service requests follow a precise execution sequence as defined by the business logic. The design's robust features allows for simplified integration and management to changing business processes and needs.
    Type: Grant
    Filed: September 17, 2007
    Date of Patent: October 6, 2015
    Assignee: ACCENTURE GLOBAL SERVICES LIMITED
    Inventors: Adriano Ottavi, Stefano R. Gandini, Luciano Aprile
  • Patent number: 9036806
    Abstract: A system and method for predicting the class of future customer calls to a call center. Saved call data is analyzed using a robust tokenizer of a computerized device. The tokenizer transforms a sequence of characters in a call summary field of the saved call data into a sequence of tokens. Tokenized call data is produced. Multiple maximum entropy (MaxEnt) models are created based on the tokenized call data, using the computerized device. The MaxEnt models produce a probability distribution of all classes for a next call to a call center. A conditional random field (CRF) classifier is trained with the MaxEnt models and information from the saved call data, using the computerized device. The CRF classifier uses chronologically ordered sequences of prior calls to the call center and predicts a class for a new call to the call center based on the saved call data. A call class prediction is produced for the new call received from a returning customer based on the CRF classifier and the MaxEnt model.
    Type: Grant
    Filed: August 27, 2014
    Date of Patent: May 19, 2015
    Assignee: Xerox Corporation
    Inventors: Julien Jean Lucien Bourdaillet, Yasmine Charif, Andres Quiroz Hernandez
  • Patent number: 8947499
    Abstract: Methods and systems for communicating with rate control. A communication is sent and received from a first device to a second device over a network, wherein the communication comprises at least one audio stream and a second communication stream. A capacity of the network is probed at the first device for the sending and receiving the communication. A presence of a voice in the at least one audio stream is detected at the first device via a voice activity detection of the at least one audio stream. A rate limit is set for the sending and receiving the communication at the first device based on the capacity of the network and the detection of the presence of the at least one audio stream.
    Type: Grant
    Filed: December 6, 2012
    Date of Patent: February 3, 2015
    Assignee: TangoMe, Inc.
    Inventors: Alexander Subbotin, Olivier Furon, Shaowei Su, Yevgeni Litvin, Xu Liu
  • Patent number: 8938062
    Abstract: Service resource items for use in call setup in a telephone system are held on servers that are connected to a computer network which is logically distinct from the telephone system infrastructure; this computer network may, for example, make use of the Internet. Each service item is locatable on the network at a corresponding URI and is associated with a particular telephone number. A mapping is provided between telephone numbers and the URIs of associated service resource items. When it is desired to access a service resource item associated with a particular telephone number, this mapping is used to retrieve the corresponding URI which is then used to access the desired service resource item.
    Type: Grant
    Filed: June 18, 2012
    Date of Patent: January 20, 2015
    Assignee: Comcast IP Holdings I, LLC
    Inventors: Colin Low, Andrew Franklin Seaborne, Nicolas Bouthors
  • Patent number: 8879712
    Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.
    Type: Grant
    Filed: November 2, 2012
    Date of Patent: November 4, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Galina Kovalenko, Slava Sayko, Slava Zhakov
  • Patent number: 8811589
    Abstract: The invention relates to a method to provide an operator selection service for subscribers of a communications network (CN?), wherein the subscribers terminals (T1, T2, . . . , Tn) are connected to one local exchange (ILEX) of a first operator, wherein said local exchange (ILEX) detects, whether call handling of an incoming call request is to be performed within network devices of said first operator or to be passed to a second operator, wherein, if a call is to be passed to the second operator, the local exchange (ILEX) identifies the calling address and the called address and sends a call information (M1) comprising said addresses to a call server (LS1, LS2) of the second operator, the call server (LS1, LS2) sends back a connection request (M2) to establish a call connection between selected terminals (T1, T2, . . .
    Type: Grant
    Filed: March 15, 2007
    Date of Patent: August 19, 2014
    Assignee: Alcatel Lucent
    Inventors: Hartmut Weik, Uwe Stahl
  • Patent number: 8804936
    Abstract: A method comprising a data-processing system that enables one or more applications to share fewer ports by having the data-processing system request the ports, and then assign a “token” to establish a “session” to permit the one or more applications to interact with the ports.
    Type: Grant
    Filed: October 6, 2009
    Date of Patent: August 12, 2014
    Assignee: Avaya Inc.
    Inventors: Robert E. Braudes, Joel M Ezell
  • Patent number: 8781078
    Abstract: Transmission properties of a telecommunications transmission line may be estimated with improved accuracy by numerical solution for ? of Zin·j?^C=?coth(?). At least one curve is adapted to ? solutions already obtained and a starting point for numerical solution is selected in dependence of the at least one curve and in dependence of an already obtained solution close in frequency. In a first frequency range, starting points for numerical solution may be calculated from a biquadratic equation. In a second frequency range, a line in the complex plane may be adapted to solutions already obtained and new starting points selected in dependence of the line and in dependence of the previous solution. In a third frequency range, two lines in the frequency plane may be adapted to solutions already obtained and new starting points selected in dependence of the lines.
    Type: Grant
    Filed: September 11, 2009
    Date of Patent: July 15, 2014
    Assignee: Telefonaktiebolaget L M Ericsson (publ)
    Inventors: Antoni Fertner, Per Ola Börjesson, Daniel Cederholm
  • Publication number: 20140185787
    Abstract: The present invention grants IDs to external lines, and is used to manage whether such lines to which such IDs are linked are under suspension or are being operated. Thereby, even if operational statues have been changed, the identities of the relevant lines can be specified, and the changes of various forms of information related to lines accompanying the changes of line numbers described above can be easily tracked and managed. At the same time, telephone sets to which internal numbers are assigned also store the internal and external correspondence information that indicates what external line numbers can be reached by each telephone set to which an extension number is assigned. Thereby, the operational statuses of internal lines accompanying changes of the operational statuses of such external lines can be easily tracked and managed as needed.
    Type: Application
    Filed: September 27, 2012
    Publication date: July 3, 2014
    Applicant: Dentsu Kogyo Co., Ltd.
    Inventor: Nobuo Ariwaka
  • Patent number: 8755496
    Abstract: The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer calls by the network.
    Type: Grant
    Filed: August 26, 2013
    Date of Patent: June 17, 2014
    Assignee: AT&T Intellectual Property II, L.P.
    Inventors: Marian Croak, Hossein Eslambolchi
  • Patent number: 8681962
    Abstract: The invention relates to a method for a telecommunication's network with a central office (CO), an access network (AN), a multiple of network terminating units (DPD) and customer premises equipment (CPE) connected thereto, to assign a customer premises equipment (CPE) to a service contract (SI) registered in the central office (CO), in which, when the network terminating units (DPD) are identifiable unambiguously and individually and when the customer premises equipment (CPE) is identifiable unambiguously, the service contract (SI) is assigned to a particular customer premises equipment (CPE) as a result of an action (OS) of a network terminating unit (DPD) being recognizable by the central office (CO) and being coordinated with signals sent from a customer premises equipment (CPE) connected to said network terminating unit (DPD), and in which such coordination is detected in the central office (CO) for assignment, to a central office, and to a network terminating unit.
    Type: Grant
    Filed: October 26, 2010
    Date of Patent: March 25, 2014
    Assignee: Alcatel Lucent
    Inventors: Jörg Hehmann, Thomas Pfeiffer
  • Publication number: 20140023185
    Abstract: A system and an article of manufacture for characterizing a time-bounded incident management system, which includes receiving a plurality of work requests into a time-bounded incident management system, each work request having a time-to-service requirement, determining an assignment delay and a resolution delay for each work request, and characterizing the time-bounded incident management system by classifying each work request into one of multiple classes according to assignment delay and resolution delay.
    Type: Application
    Filed: July 25, 2012
    Publication date: January 23, 2014
    Applicant: INTERNATIONAL BUSINESS MACHINES CORPORATION
    Inventors: Ana Paula Appel, Victor Fernandes Cavalcante, Rogerio Abreu De Paula, Claudio Santos Pinhanez, Cleidson Ronald Botelho de Souza
  • Publication number: 20130343533
    Abstract: The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer calls by the network.
    Type: Application
    Filed: August 26, 2013
    Publication date: December 26, 2013
    Applicant: AT&T Intellectual Property II, L.P.
    Inventors: Marian Croak, Hossein Eslambolchi
  • Publication number: 20130235996
    Abstract: Methods and apparatus to determine when to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the caller, determining a performance metric associated with processing the call, and determining whether to offer the caller an option to terminate the call and access the webpage based on the performance metric.
    Type: Application
    Filed: April 26, 2013
    Publication date: September 12, 2013
    Applicant: AT&T Intellectual Property I, LP.
    Inventors: Jeffrey Lewis Brandt, Angela Sandoval
  • Patent number: 8520834
    Abstract: A method and apparatus are provided for presenting structural relationships in an automatic contact distribution system. The method includes the steps of defining a plurality of structural elements within the automatic contact distribution system, selecting a structural element of the automatic contact distribution system as a root element, identifying any related elements of the plurality of elements that together with the selected element affect contact handling within the automatic contact distribution system and displaying the root element and related elements along with an indicia of the relationship between the root element and related elements.
    Type: Grant
    Filed: April 14, 2009
    Date of Patent: August 27, 2013
    Assignee: Aspect Software, Inc.
    Inventors: David Funck, Biswajeet Mukherjee, Edward Kuns
  • Publication number: 20130136249
    Abstract: A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile from a cloud-based CRM system of the caller by matching the indicia to a previously-stored indicia in a call history database, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.
    Type: Application
    Filed: February 13, 2013
    Publication date: May 30, 2013
    Applicant: NewVoiceMedia Limited
    Inventor: NewVoiceMedia Limited
  • Publication number: 20130094646
    Abstract: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.
    Type: Application
    Filed: December 8, 2011
    Publication date: April 18, 2013
    Applicant: CONVERGYS CMG UTAH, INC.
    Inventors: Vasudeva Rao Akula, Sunil Issar
  • Patent number: 8395994
    Abstract: A system for adaptive call management, comprising a network-connected call manager server and a call switching means coupled to the call manager server and adapted to deliver calls to a selected target via a plurality of media channels, wherein upon receipt of a call quality indicium from a call quality monitoring means associated a media channel, the call manager server selects a specific media channel, is disclosed.
    Type: Grant
    Filed: October 28, 2009
    Date of Patent: March 12, 2013
    Assignee: LiveOps, Inc.
    Inventors: Craig Stevenson, Vidur Apparao
  • Patent number: 8289870
    Abstract: Methods, devices, and systems are provided for performing priority-based codec conversions. Such conversions may implemented on calls sharing a link having limited bandwidth and may also be implemented after the call has been established but before the call has been terminated. The mechanisms provided herein maximize per-user call completion/quality and overall utilization of network bandwidth by dynamically adjusting encoding algorithms and transmission characteristics of calls using the constrained link.
    Type: Grant
    Filed: September 23, 2009
    Date of Patent: October 16, 2012
    Assignee: Avaya Inc.
    Inventors: Paul Roller Michaelis, Richard Alan Windhausen
  • Patent number: 8259705
    Abstract: A call services manager and methods for improving the quality and efficiency of voice of Internet Protocol (“VOIP”) calls are provided. In an embodiment a method to improve communication link utilization on a call requiring the use of a central service platform is provided. An additional method is provided to validate caller identification information exchanged between originating and terminating communication devices in an IP voice network. In a further aspect of the invention, a method using a call services manager is provided to dynamically switch from one call route to another based on quality of service considerations. A call services manager is also provided. The call services manager is a software proxy that can reside at any type of network element. The call services manager includes software modules to implement the above methods for improving VOIP quality, and can include other call service and quality improvement modules.
    Type: Grant
    Filed: May 16, 2005
    Date of Patent: September 4, 2012
    Assignee: OpenPeak Inc.
    Inventor: Ronald Hume
  • Publication number: 20120219143
    Abstract: The invention relates to a method for a telecommunication's network with a central office (CO), an access network (AN), a multiple of network terminating units (DPD) and customer premises equipment (CPE) connected thereto, to assign a customer premises equipment (CPE) to a service contract (SI) registered in the central office (CO), in which, when the network terminating units (DPD) are identifiable unambiguously and individually and when the customer premises equipment (CPE) is identifiable unambiguously, the service contract (SI) is assigned, to a particular customer premises equipment (CPE) as a result of an action (OS) of a network terminating unit (DPD) being recognizable by the central office (CO) and being coordinated with signals sent from a customer premises equipment CPE) connected to said network terminating unit (DPD), and in which such coordination is detected in the central office (CO) for assignment, to a central office, and to a network terminating unit.
    Type: Application
    Filed: October 26, 2010
    Publication date: August 30, 2012
    Applicant: ALCATEL LUCENT
    Inventors: Jörg Hehmann, Thomas Pfeiffer
  • Patent number: 8238270
    Abstract: A communication control device executes a call-out process of calling out a recipient telephone device while specifying an importance level via a telephone network in response to a request from a transmitter telephone device. A recipient received a call operates a mobile communication terminal after a telephone call ends, accesses an information providing server via a wireless LAN access point and the Internet, and inputs information evaluating whether or not an importance level specified for the received call is appropriate. The information providing server provides the input evaluation information to a storage device. The communication control device determines whether or not to execute a call-out process based on the evaluation information stored in the storage device when there is a call-out request from a transmitter.
    Type: Grant
    Filed: August 6, 2009
    Date of Patent: August 7, 2012
    Assignee: NEC Corporation
    Inventor: Satoshi Sugiyama
  • Patent number: 8175245
    Abstract: A platform provides access to multiple telecommunications services via a single telephone number. These services may include, for example, voicemail services, facsimile messaging services, paging services, and outbound calling services. A guest caller may call the single phone number to speak to a subscriber, leave a voicemail message for a subscriber, leave a facsimile message for a subscriber, or place a page to a subscriber. A subscriber may call the phone number to place outbound calls. In addition, a subscriber may call the single phone number to retrieve or send facsimile messages and/or voicemail messages. A subscriber may also call the phone number to configure service options. For instance, a subscriber may select routing options and choose what services are available to guest callers.
    Type: Grant
    Filed: January 27, 2010
    Date of Patent: May 8, 2012
    Assignee: Yolab Networks, L.L.C.
    Inventors: Karen A. Gross, Thomas J. Galvan, Rupika Chib
  • Patent number: 8150019
    Abstract: A path redundant, hardware efficient communications interconnect (1) has embodiments that can present true any-to-any interconnect capability for first and second pathways (2) and (3) and can utilize double throw switches (25) with or without single throw switches (24) perhaps in staged collectives of sub arrays (4), (5), (6), (9), and (10). A loop-back communications interconnect (22) can be accomplished by an interleaved sub array (26). A quadrilateral center stage sub array (21) can be combined with asymmetric side stage sub arrays for hardware savings that are tenths of a percent of a traditional interconnect and even present eight fold savings over prior reduced hardware interconnects.
    Type: Grant
    Filed: August 8, 2008
    Date of Patent: April 3, 2012
    Inventor: Robert B. Smith
  • Publication number: 20120051535
    Abstract: A computer-implemented method for processing options requests includes: storing, in a first system, static information regarding subscriptions by customers, the static information including at least customer names and product identifiers; storing, in a second system separate from the first system, flexible information regarding the subscriptions including at least activated options; and processing requests from the customers regarding options in the second system, wherein the first system and the static information are not used in processing the requests.
    Type: Application
    Filed: December 30, 2010
    Publication date: March 1, 2012
    Applicant: SAP AG
    Inventors: Marc-Oliver Klein, Dennis Landscheidt
  • Patent number: 8090944
    Abstract: An authentication system is configured to weight multiple available network supplied and user supplied authentication factors to determine whether a user should be provided with access to an Emergency Communication Network (ECN). The multiple factors may include the location of the user, MIN, short PIN, token, biometric information, and other information. The level of access to be provided to the user may be tiered based on the authentication level achieved during the weighting process. Authentication information may be shared between groups of individuals, so that the authentication requirements for group members may be reduced as other members of the group supply authentication information to the ECN. Group authentication may be used to enable group services such as conferencing and push-to-talk to be set up automatically for the group.
    Type: Grant
    Filed: July 5, 2006
    Date of Patent: January 3, 2012
    Assignee: Rockstar Bidco LP
    Inventor: Michael Lee
  • Patent number: 8072909
    Abstract: Systems, methods, and machine-readable articles of manufacture enable private notification of a participant in a telephone conference. In representative embodiments, a system receives a telephone call intended for a first conference participant, generates an informative announcement containing information regarding the call, mixes the informative announcement with the conference audio, and privately plays the mixed audio to the first participant. In other representative embodiments, the system concurrently generates a non-informative announcement, mixes the non-informative announcement with the conference audio, and plays the second mixed audio to the other conference participant or participants. In this way, the first participant is notified of the incoming call while simultaneously listening to the conference audio, and the information regarding the call is not shared with the other conference participant or participants.
    Type: Grant
    Filed: November 15, 2004
    Date of Patent: December 6, 2011
    Assignee: Applied Voice & Speech Technologies, Inc.
    Inventors: Karl Daniel Gierach, Michael V. Shmalko
  • Patent number: RE43361
    Abstract: The present invention is a telecommunications system having separate switch fabric and switch intelligence. The system comprises a switch fabric, a switch intelligence, and a feature processor. The switch intelligence is logically separated from the switch fabric and comprises a switch fabric proxy, a facility service, a connection manager service, and a call segment instance service. The switch fabric proxy is coupled to the switch fabric via a vendor-specific first Application Programming Interface (API). The switch fabric proxy supports a second API, which is common across all vendors, representing functions supported by the switch fabric. A facility instance, which is instantiated by a facility service using a facility model, represents the bearer and signaling facilities of a party to a call, and interacts with the switch fabric proxy via the second API to communicate with the switch fabric.
    Type: Grant
    Filed: January 24, 2002
    Date of Patent: May 8, 2012
    Assignee: MCI Communications Corporation
    Inventors: Douglas R. Cardy, Ken Rambo, Carol Waller
  • Patent number: RE45136
    Abstract: A telephone line status notification system including at least one telephone line having a status, a communications network, at least one communications terminal which is connectable to the communications network and which is employable by a seeking user to communicate via the communications network a status request concerning the status of the at least one telephone line, apparatus for processing the status request the apparatus for processing is connectable to the communications network for receiving the status request from the seeking user therethrough and communicating the request, and apparatus for acquiring the status of the at least one telephone line, the apparatus for acquiring is in communication with the apparatus for processing for receiving the status request therefrom, and the apparatus for acquiring is connectable to the communications network for communicating the status via the communications network.
    Type: Grant
    Filed: August 17, 2012
    Date of Patent: September 16, 2014
    Assignee: Facebook, Inc.
    Inventors: Joseph Vardi, Arie Vardi, Joseph Vigiser, Yair Goldfinger