Routing To Available Agent Patents (Class 379/265.11)
  • Patent number: 10306068
    Abstract: Systems and methods solve functions relating to load balancing, call routing, and costs in call center networks for specific parameters. Systems and methods can also utilize machine learning to provide specific parameters relating to load balancing, call routing, and costs in call center networks.
    Type: Grant
    Filed: July 6, 2017
    Date of Patent: May 28, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventors: Bipin Chadha, Lambros Petropoulos
  • Patent number: 10298763
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for techniques for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies.
    Type: Grant
    Filed: November 17, 2017
    Date of Patent: May 21, 2019
    Assignee: Afiniti Europe Technolgies Limited
    Inventor: Zia Chishti
  • Patent number: 10298764
    Abstract: A method and apparatus of processing caller experiences is disclosed. One example method may include determining a call event type occurring during a call and assigning a weight to the call event type via a processing device. The method may also include calculating a caller experience metric value representing a caller's current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight and a discounting variable that discounts a value of past events. The method may also provide comparing the caller experience metric to a predefined threshold value and determining whether to perform at least one of transferring the call to a live agent and switching from a current caller modality to a different caller modality.
    Type: Grant
    Filed: January 2, 2018
    Date of Patent: May 21, 2019
    Assignee: OPEN INVENTION NETWORK LLC
    Inventors: Silke Witt-ehsani, Aaron Scott Fisher
  • Patent number: 10296361
    Abstract: Systems, methods, and other embodiments associated with chargeback systems are described. In one embodiment, a chargeback application includes instructions for reading a data structure that defines at least attributes that identify a resource type and resource items of the resource type, and chargeback rules for calculating a cost for usage of the resource items. The data structure is parsed to identify the attributes and the chargeback rules. Chargeback functions of the chargeback application are configured based on at least in part the identified attributes and the chargeback functions are caused to retrieve metered data related to usage of the resource items in a computing system. The chargeback application translates the retrieved metered data in accordance with the chargeback rules to generate a usage cost for the resource items.
    Type: Grant
    Filed: May 30, 2014
    Date of Patent: May 21, 2019
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Hui Ouyang, Srikanth Kurra, Rakesh Nalluri, Narasiman Ramamoorthy
  • Patent number: 10262327
    Abstract: Customer Relationship Management software is integrated with a screen sharing capabilities to enable information about screen sharing sessions to be populated into records associated with the customer relationship management software. Sessions may be started from within the CRM software or may be started independently and information associated with the session may be captured and used to update the CRM records. Once the session has ended, information about who was invited to the session, who attended the session, and how long the session lasted is populated into the CRM record. Sessions may be scheduled in advance or implemented directly in real time. Managers may receive notice of the sessions by electing to follow sessions created by particular sales representatives, particular records, or other data objects. Dashboards may be used to summarize sessions to provide indications of how sessions are being used by sales professionals in connection with interaction with customers.
    Type: Grant
    Filed: September 23, 2012
    Date of Patent: April 16, 2019
    Assignee: Glance Networks, Inc.
    Inventors: Ed Hardebeck, Richard L. Baker
  • Patent number: 10235809
    Abstract: In various embodiments, computerized methods and systems for virtualizing electronic devices for utilization in virtual environments are provided. An electronic device located within the vicinity is detected and identified. A virtual object that corresponds to the identified electronic device is obtained for rendering within an immersive virtual environment. The virtual object can include an interactive portion that, when rendered, can provide an interactive virtual experience with what appears to be a virtualized instance of the identified electronic device. The interactive portion of the virtual object is bound to a corresponding interactive portion of the identified electronic device, so that interaction data is properly communicated and interpreted therebetween.
    Type: Grant
    Filed: June 30, 2016
    Date of Patent: March 19, 2019
    Assignee: MICROSOFT TECHNOLOGY LICENSING, LLC
    Inventor: Patrick W. J. Evans
  • Patent number: 10236076
    Abstract: Methods and apparatus for predictable protocol aware testing on a memory interface are are shown. An apparatus to support a protocol aware testing on a memory interface may include a digital controller to receive a plurality of read request commands from a unit under test. The digital controller further to hold the plurality of read request commands while a hold signal has a first value, and to sequentially release individual read request commands of the plurality of read request commands while to the hold signal has a second value. The digital controller further to provide input/output (I/O) commands to an output based on a particular released read request command of the plurality of read request commands. Timing of provision of the I/O commands is deterministic based on a transition of the hold signal from the first value to the second value.
    Type: Grant
    Filed: September 30, 2016
    Date of Patent: March 19, 2019
    Assignee: Intel Corporation
    Inventors: Wei Ming Lim, Madhu Rao, Alvin Shing Chye Goh, Kim Leong Lee, Terrence Huat Hin Tan, Vui Yong Liew, Yah Chen Chew
  • Patent number: 10225404
    Abstract: A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.
    Type: Grant
    Filed: September 6, 2017
    Date of Patent: March 5, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: James K. Noble, Jr., Chad Hitchcock
  • Patent number: 10181319
    Abstract: An apparatus and method apparatus and/or computer software to automate testing of a voice self service platform. In its software embodiment, the present invention comprises software that runs on the windows platform to simulate all the components of an Interactive Voice Recognition Unit (VRU). In addition this embodiment can also be used as a helper unit to test individual components of an interactive voice recognition (IVR).
    Type: Grant
    Filed: February 26, 2014
    Date of Patent: January 15, 2019
    Assignee: West Corporation
    Inventors: Mahendra Varman, Mahmood S. Akhwand
  • Patent number: 10165115
    Abstract: Concepts and technologies for handling and screening incoming calls are provided. A processor executing instructions associated with a call handling service can detect that a call from a calling party is being routed, via a communication interface, to a called party device associated with a customer. The processor can obtain caller identification data that can specify an identity that is generated by the calling party and intended to be representative of the calling party when presented to the customer by the called party device. The processor can determine an interface identifier associated with the communication interface, and retrieve a call authentication scenario based on the interface identifier. The call authentication scenario can specify a storage location of data. The processor can obtain the data from the storage location, determine a call handling action, prepare a call handling command, and provide the call handling command to a network.
    Type: Grant
    Filed: January 25, 2018
    Date of Patent: December 25, 2018
    Assignees: AT&T Intellectual Property I, L.P., AT&T Mobility II LLC
    Inventors: Barrett Kreiner, Robert Shively, Ryan Schaub
  • Patent number: 10158757
    Abstract: A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
    Type: Grant
    Filed: July 29, 2016
    Date of Patent: December 18, 2018
    Inventors: Merijn te Booij, Kentis Gopalla, Herbert Willi Artur Ristock
  • Patent number: 10135986
    Abstract: Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system and communicatively coupled to the operating system comprising determining, by at least one computer processor configured to operate in the contact center system, contact data; partitioning, by the at least one computer processor, the contact data into a first plurality of types; determining, by the at least one computer processor, a first measure of the quality of the partitioning of the contact data into the first plurality of types; and outputting, by the at least one computer processor, a computer-processor generated behavioral pairing model based on the quality of the partitioning.
    Type: Grant
    Filed: February 21, 2017
    Date of Patent: November 20, 2018
    Assignee: Afiniti International Holdings, Ltd.
    Inventor: Muhammad Haseeb Ahmad
  • Patent number: 10129405
    Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
    Type: Grant
    Filed: February 12, 2018
    Date of Patent: November 13, 2018
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, Gerard Carty
  • Patent number: 10122849
    Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.
    Type: Grant
    Filed: August 21, 2017
    Date of Patent: November 6, 2018
    Assignee: Intellisist, Inc.
    Inventors: Adam Waalkes, Gilad Odinak, Haodong (Howard) Jiang, Matthew Thorn, Tom McCann
  • Patent number: 10116799
    Abstract: A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
    Type: Grant
    Filed: June 30, 2014
    Date of Patent: October 30, 2018
    Inventors: Yochai Konig, Herbert Willi Artur Ristock, David Konig
  • Patent number: 10116800
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: March 12, 2018
    Date of Patent: October 30, 2018
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10110744
    Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit an electronic contact requests to an agent continuity service in communication with one or more service agents in order to obtain more information. The agent continuity service may determine whether the user has communicated with an agent previously and, if so, provide the user with the option to communicate with the agent again, should the user desire.
    Type: Grant
    Filed: December 18, 2015
    Date of Patent: October 23, 2018
    Assignee: Amazon Technologies, Inc.
    Inventor: Donald L. Kaufman
  • Patent number: 10051431
    Abstract: Collection and communication of data are provided on handset attachment procedure, or visitation, to one or more femto cells to provide location information. A mobility component receives actual subscriber and femto access point (AP) attachment signaling and extracts visitation data that facilitates generation of real-time or historical visitation reports. Location information is conveyed through visitation reports which can include mobile device identifier(s), femto AP location, and a timestamp. Visitation reports also can include processed visitation data such as mobility matrices, historical mobility patterns or profiles, and predicted mobility events. Provision of location information occurs without the need for dedicated handset functionality, and associated hardware, or additional battery draw.
    Type: Grant
    Filed: February 28, 2017
    Date of Patent: August 14, 2018
    Assignee: AT&T Mobility II LLC
    Inventor: Arthur Richard Brisebois
  • Patent number: 9979819
    Abstract: Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.
    Type: Grant
    Filed: March 30, 2017
    Date of Patent: May 22, 2018
    Assignee: International Business Machines Corporation
    Inventors: Fernando Salazar, Bhavuk Srivastava
  • Patent number: 9942395
    Abstract: A method receives a call from a device of a caller destined to a device of a subscriber of a communication network. The method connects the call to the device of the subscriber and then receives from the device of the subscriber an indication that the call is an undesirable call. The indication further includes a description of the call. The method then provides a reward to the subscriber when the indication further includes the description of the call.
    Type: Grant
    Filed: February 13, 2017
    Date of Patent: April 10, 2018
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventor: Brian Lee
  • Patent number: 9942405
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: August 30, 2017
    Date of Patent: April 10, 2018
    Assignee: Afiniti, Ltd.
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 9930180
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: April 28, 2017
    Date of Patent: March 27, 2018
    Assignee: Afiniti, Ltd.
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 9900436
    Abstract: The disclosure is directed to analyzing voice conversations between participants of conversations and coordinating calls between participants, e.g., in order to influence an outcome of the voice conversation. For example, sales calls can be coordinated between specific sales representatives (“representatives”) and customers by routing a sales call from a customer to a specific sales representative, based on their voices and the content of the conversation, with the goal of positively influencing the outcome of the sales call. A mapping between sales representatives and customers that is set to maximize the probability for certain outcomes is generated. This mapping (or pairing) may be fed into either an automatic or manual coordination system that connects or bridges sales representatives with customers. The mapping may be generated either based on historic data or early-call conversation analysis, in both inbound and outbound calls.
    Type: Grant
    Filed: March 16, 2017
    Date of Patent: February 20, 2018
    Assignee: AffectLayer, Inc.
    Inventors: Roy Raanani, Russell Levy, Micha Yochanan Breakstone
  • Patent number: 9883037
    Abstract: Methods and systems in a contact center for estimating staff levels expected to meet service quality goals are described. In one embodiment, a required staff simulator controller utilizes an event-based simulator to execute staff calculations. The required staff controller reconfigures the simulator for different staff levels and repeatedly runs the simulator to test if the configured staff level is likely or not likely to meet configured service goals using selected confidence levels. The required staff controller determines and presents for each agent type a least upper bound and a greatest lower bound for required staff.
    Type: Grant
    Filed: June 8, 2017
    Date of Patent: January 30, 2018
    Assignee: ASPECT SOFTWARE, INC.
    Inventors: Donald C. Lewis, Darrell Burkhead, Diane Wight, Aaron Beshears
  • Patent number: 9882944
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for handling an audio path failure and/or non-conformant QoS for a call between a contact center agent and remote party. Specifically, an audio path is established to a first telephony device being used by the agent and a call is bridged onto the audio path so that audio can be streamed back-and-forth between the first telephony device and a second telephony device being used by the party. Accordingly, various embodiments of the invention involve monitoring the audio path to detect an audio path failure and/or non-conformant QoS for the audio and bridging the call onto a second audio path when a failure or non-conformant QoS is detected so that the call is not disconnected from the second telephony device and a third device (e.g., IVR) can stream audio over the second audio path to the second telephony device.
    Type: Grant
    Filed: July 18, 2016
    Date of Patent: January 30, 2018
    Assignee: Noble Systems Corporation
    Inventors: James K. Noble, Jr., Christopher S. Haggerty, Jason P. Ouimette, Marcin Pycko, Chad Hitchcock
  • Patent number: 9866689
    Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.
    Type: Grant
    Filed: May 16, 2016
    Date of Patent: January 9, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Timothy R. Segall, Chris Bohlin
  • Patent number: 9858584
    Abstract: Systems and methods to facilitate advising management are provided. A communication connection between an advisor and an advisee may be facilitated. First data captured via an end-user communication device may correspond to one or more sensor inputs. A set of qualification rules that includes a set of criteria for qualifying advisees based at least in part on captured data relating to advisees may be accessed. A first set of information for the first advisee may be derived based at least in part on the first data and the set of qualification rules. The first set of information may include a first characterization of the first advisee. Indication, to a computing device of the advisor, of the first characterization of the first advisee may be caused at a time corresponding to the communication connection between the advisor and the first advisee.
    Type: Grant
    Filed: May 6, 2014
    Date of Patent: January 2, 2018
    Inventor: Mehul Jain
  • Patent number: 9854099
    Abstract: A method for creating a push notification at a call center includes: receiving a call from a caller device; receiving, from the caller device, caller identification information; receiving, from the caller device, an inquiry; generating an encrypted token including the caller identification information and the inquiry; and when an agent is available, sending a push notification to the caller device for connecting the caller to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information from the encrypted token when the agent is addressing the inquiry.
    Type: Grant
    Filed: November 3, 2016
    Date of Patent: December 26, 2017
    Assignee: Wells Fargo Bank, N.A.
    Inventors: Dennis Emmanuel Montenegro, Prasanth Nandanuru, Pavan Kumar Arln, Yejjala Yevanna
  • Patent number: 9848082
    Abstract: A system is disclosed that assists contact center agents with servicing customer enquiries. A wireless caller with an enquiry calls a contact center and is prompted to leave a voice message and accept a text callback as a response. The voice message is processed by a speech analytics system that extracts certain keywords in the voice message and develops a transcript as well. Upon selecting an available agent to provide the response, the keywords and transcript are presented to the agent along with a draft text response, formulated by the system using the identified keywords. Additional resources may be provided as necessary to the agent, who can also review the original audio recording. Upon reviewing and potentially editing the text response, the agent causes the text to be sent to the wireless caller, which may be sent as an SMS text, or in some other form.
    Type: Grant
    Filed: March 28, 2016
    Date of Patent: December 19, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Brian T. Lillard, Karl H. Koster
  • Patent number: 9838869
    Abstract: Embodiments of the disclosure relate generally to methods and systems for delivering digital or media content to a mobile device and associating the digital rights for the content with an identifier of the mobile device or user of the mobile device. In some embodiments, a clearing house may store the digital rights for the content and provide authorization for delivery requests from the mobile device. In some embodiments, the mobile device may receive the content via communication with one or more of: the clearing house, a media provider, and/or a transport provider.
    Type: Grant
    Filed: April 10, 2013
    Date of Patent: December 5, 2017
    Assignee: Sprint Communications Company L.P.
    Inventors: Stephen James Bye, Lyle W. Paczkowski, Matthew C. Schlesener
  • Patent number: 9819794
    Abstract: The system and method identify contact information for a first party. The contact information for the first party includes a plurality of communication endpoints of the first party and a plurality of communication applications for the plurality of communication endpoints of the first party. For example, the plurality of communication endpoints may be a home phone and a cell phone of the first party. The plurality of communication applications may be voice, video, text, and/or virtual reality applications of the first party. An electronic communication request is received from the first party to the second party. In response to receiving the electronic communication request from the first party to the second party, a first communication endpoint of the plurality of communication endpoints for the first party and a first communication application of the plurality of communication applications of the first party is selected based on a rule.
    Type: Grant
    Filed: May 20, 2015
    Date of Patent: November 14, 2017
    Assignee: Avaya Inc.
    Inventors: Venkatesh Krishnaswamy, Kundan Singh, Stephen Brock, Joyce Fong, Laurent Philonenko
  • Patent number: 9807238
    Abstract: A computing system and method for request management receive an incoming customer request at a request management server. Components at the server identify a type of problem associated with the request and the customer sending the request. The system searches for a customer experience profile for the identified customer in a customer database stored in a computer memory and determines based on the customer experience profile if the customer has prior experience solving the type of problem identified. The system routes the customer to an abbreviated resolution process when the customer has prior experience solving the identified type of problem and resolves the request using the abbreviated resolution process.
    Type: Grant
    Filed: July 8, 2015
    Date of Patent: October 31, 2017
    Assignee: JPMorgan Chase Bank, N.A.
    Inventor: Richard A. Hall
  • Patent number: 9787839
    Abstract: A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.
    Type: Grant
    Filed: November 16, 2016
    Date of Patent: October 10, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: James K. Noble, Jr., Chad Hitchcock
  • Patent number: 9756137
    Abstract: An apparatus and method are disclosed for migrating between terminals. An apparatus that incorporates teachings of the present disclosure may include, for example, a network proxy having a controller that manages a communications interface in a communication system. The controller can be programmed to receive a request to migrate a first terminal to a third terminal while active communications are taking place on a first voice channel connecting the first terminal to a second terminal, establish a second voice channel with the third terminal, connect the first and second voice channels, and terminate without action of an end user of the first terminal a connection between the first terminal and the first voice channel. Additional embodiments are disclosed.
    Type: Grant
    Filed: November 22, 2016
    Date of Patent: September 5, 2017
    Assignee: AT&T INTELLECTUAL PROPERTY I, L.P.
    Inventors: Marco Schneider, Yi Zhang
  • Patent number: 9716792
    Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
    Type: Grant
    Filed: October 19, 2015
    Date of Patent: July 25, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Conor McGann, Bharath Aravamudhan, Petr Makagon, Herbert Willi Artur Ristock, Yochai Konig, Gregory Duclos, Vyacheslav Zhakov, Damjan Pelemis
  • Patent number: 9686405
    Abstract: Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.
    Type: Grant
    Filed: January 27, 2015
    Date of Patent: June 20, 2017
    Assignee: International Business Machines Corporation
    Inventors: Fernando Salazar, Bhavuk Srivastava
  • Patent number: 9654947
    Abstract: A line connection apparatus is disclosed. To hold a line, on-hook is set to a first terminal of a first person who holds the line to output voice of a second person for whom the line is held from the first terminal. First identification of the first person is recorded by corresponding to second identification of the second person. To set a lock, when the disconnection of the line being held is recognized, a connection condition to lock the line is acquired from the first person, for the first terminal to receive a re-connection request from a same second person who disconnects the line in a hold state. To control a connection in response to the re-connection request by the same second person, the first terminal is controlled to receive the re-connection request based on the first identification corresponding to the second identification indicated by the re-connection request.
    Type: Grant
    Filed: September 9, 2013
    Date of Patent: May 16, 2017
    Assignee: FUJITSU LIMITED
    Inventors: Naoto Kawashima, Naoto Matsudaira, Yuusuke Tounai, Hiroshi Yoshida, Shingo Hirono
  • Patent number: 9635178
    Abstract: The disclosure is directed to analyzing voice conversations between participants of conversations and coordinating calls between participants, e.g., in order to influence an outcome of the voice conversation. For example, sales calls can be coordinated between specific sales representatives (“representatives”) and customers by routing a sales call from a customer to a specific sales representative, based on their voices and the content of the conversation, with the goal of positively influencing the outcome of the sales call. A mapping between sales representatives and customers that is set to maximize the probability for certain outcomes is generated. This mapping (or pairing) may be fed into either an automatic or manual coordination system that connects or bridges sales representatives with customers. The mapping may be generated either based on historic data or early-call conversation analysis, in both inbound and outbound calls.
    Type: Grant
    Filed: May 31, 2016
    Date of Patent: April 25, 2017
    Assignee: AffectLayer, Inc.
    Inventors: Roy Raanani, Russell Levy, Micha Yochanan Breakstone
  • Patent number: 9622044
    Abstract: Collection and communication of data are provided on handset attachment procedure, or visitation, to one or more femto cells to provide location information. A mobility component receives actual subscriber and femto access point (AP) attachment signaling and extracts visitation data that facilitates generation of real-time or historical visitation reports. Location information is conveyed through visitation reports which can include mobile device identifier(s), femto AP location, and a timestamp. Visitation reports also can include processed visitation data such as mobility matrices, historical mobility patterns or profiles, and predicted mobility events. Provision of location information occurs without the need for dedicated handset functionality, and associated hardware, or additional battery draw.
    Type: Grant
    Filed: February 9, 2016
    Date of Patent: April 11, 2017
    Assignee: AT&T MOBILITY II LLC
    Inventor: Arthur Richard Brisebois
  • Patent number: 9588669
    Abstract: Described herein are techniques related to sticky messaging, which enable the use of the content of text and/or multimedia messages outside the context of the messaging inbox of a telecommunications device, such as a mobile phone. An implementation described herein includes posting of the content (e.g., text, image, audio, and video) of a message onto a home screen of the telecommunications device. This Abstract is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.
    Type: Grant
    Filed: May 13, 2011
    Date of Patent: March 7, 2017
    Assignee: T-Mobile USA, Inc.
    Inventor: Nathaniel A. Meyr
  • Patent number: 9591134
    Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.
    Type: Grant
    Filed: May 15, 2014
    Date of Patent: March 7, 2017
    Assignee: Avaya Inc.
    Inventors: Neil O'Connor, Robert C. Steiner, John McGreevy, Tony McCormack
  • Patent number: 9578171
    Abstract: A method and system for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device the data for a sliding interval including a plurality of panes, the data including an ongoing component for ongoing events and a completed component for completed events; updating by the computer device the data for the sliding interval based on updates for the sliding interval received from one or more of the data sources; and reporting by the computer device an aggregation of the ongoing and completed components of the data sources for the sliding interval to a client in accordance with an expiring of one of the panes. The system includes a processor and a non-transitory physical medium. The medium has instructions stored thereon that, when executed by the processor, causes the processor to execute the method.
    Type: Grant
    Filed: March 26, 2014
    Date of Patent: February 21, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventor: Vitaly Y. Barinov
  • Patent number: 9571649
    Abstract: A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.
    Type: Grant
    Filed: October 28, 2015
    Date of Patent: February 14, 2017
    Assignee: TELETECH HOLDINGS, INC.
    Inventors: Bruce A. Sharpe, Anthony G. Shrader, William T. Cumberland
  • Patent number: 9565310
    Abstract: A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.
    Type: Grant
    Filed: February 12, 2016
    Date of Patent: February 7, 2017
    Assignee: Intellisist, Inc.
    Inventor: Gilad Odinak
  • Patent number: 9538009
    Abstract: A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.
    Type: Grant
    Filed: May 19, 2016
    Date of Patent: January 3, 2017
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: James K. Noble, Jr., Chad Hitchcock
  • Patent number: 9524732
    Abstract: The communication support device includes: a storing unit configured to store an utterance of a first speaker transmitted from a first terminal as utterance information; an analyzing unit configured to obtain a holding notice which sets communications with the first terminal to a holding state, the communications being transmitted from a second terminal used by a second speaker who communicates with the first speaker, and to analyze features of utterance information which correspond to a time of a holding state; and an instructing unit configured to output to the second terminal determination information on the first speaker based on the features of the utterance information of the first speaker.
    Type: Grant
    Filed: August 30, 2013
    Date of Patent: December 20, 2016
    Assignee: FUJITSU LIMITED
    Inventors: Naoto Kawashima, Naoto Matsudaira, Yuusuke Tounai, Hiroshi Yoshida, Shingo Hirono
  • Patent number: 9521257
    Abstract: A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is obsolete, e.g., the number has been reassigned to a new subscriber. A purportedly current number may be obtained for the debtor, which may be a wireless number. Until the new number has been confirmed as being associated with the debtor, an agent manually dials that number to minimize liability to the contact center. Once the agent has verbally confirmed the new number is associated with the debtor, a record for this number in a dialing list is updated allowing future dialing attempts to occur automatically, by using a predictive dialer. In one embodiment, a dialing list module processes the dialing list so as to reflect when a number is obsolete and update the corresponding record when the new number is confirmed.
    Type: Grant
    Filed: May 2, 2016
    Date of Patent: December 13, 2016
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Teresa Gudger, Karl H. Koster
  • Patent number: 9465957
    Abstract: Preventing changes to computing devices in a computing system servicing a critical job, including: identifying, by a job protection module, a critical job executing in the computing system; identifying, by the job protection module, one or more computing devices in the computing system utilized during execution of the critical job; and locking, by the job protection module, each of the one or more computing devices in the computing system utilized during execution of the critical job from undergoing a configuration change during execution of the critical job.
    Type: Grant
    Filed: November 7, 2013
    Date of Patent: October 11, 2016
    Assignee: Lenovo Enterprise Solutions (Singapore) Pte. Ltd.
    Inventors: Shareef F. Alshinnawi, Gary D. Cudak, Edward S. Suffern, J. Mark Weber
  • Patent number: 9398156
    Abstract: Disclosed are methods, apparatus, systems, and computer-readable storage media for managing customer service agent workload in a customer service environment. In some implementations, one or more servers receive a communication associated with a customer case item. The one or more servers determine one or more case attributes associated with the customer case item and identify a first customer service agent having one or more agent attributes that match the one or more case attributes of the customer case item. The one or more servers assign the customer case item to the first customer service agent and provide first data of the customer case item to a first display device associated with the first customer service agent, the first display device configured to display a user interface including a first component indicating the first data of the customer case item.
    Type: Grant
    Filed: February 13, 2014
    Date of Patent: July 19, 2016
    Assignee: salesforce.com, inc.
    Inventors: Benjamin Snyder, Vahn K. Phan, Mustafa O. Al-Alami, Jason Aaron Ellis
  • Patent number: 9392112
    Abstract: In a system for managing an interaction flow for a contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.
    Type: Grant
    Filed: May 27, 2015
    Date of Patent: July 12, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Leonid Vymenets, Praphul Kumar, Herbert Willi Artur Ristock, Vyacheslav Zhakov