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| Number | Title | Issue Date |
| 7847686 | Location-and direction-enhanced automatic reminders of appointments An automatic appointment reminder system uses location and/or direction of travel of the reminder recipient relative to appointments to affect the time of sending of appointment reminders to the user, and thus enhances the user's ability to be on-time for appointmen... | 12/07/2010 |
| 7845849 | Testing BGA solder joints by localized pulsed-heat thermography A pulse of heat or cold is applied and conducted transversely through a ball grid array device and a printed circuit board via a selected one of the solder joints between them. Heat diffused through the other solder joints is neutralized by a thermal bias shield. Th... | 12/07/2010 |
| 7792284 | Washable shell for a handheld electronic device The shell of an electronic handheld device is adapted for easy and repeated—even frequent—assembly with and disassembly from the electronics, and the shell is washable, preferably in a dishwasher. Preferably, the shell comprises a plurality of parts that can be ... | 09/07/2010 |
| 7584173 | Edit distance string search A process determines for a search string which, if any, of the strings in a text list have edit distance from the search string less than a threshold. The process uses dynamic programming on a grid with search string characters corresponding to rows and text charact... | 09/01/2009 |
| 7427904 | Ultra-high-frequency notch filter having an inductance set by selecting a conductor width An ultra-high-frequency notch filter (100) comprises a capacitor (102) defining a conductive trace (106) on its body (103) and extending between its terminals (104). The trace has an inductance that forms a parallel LC circuit with... | 09/23/2008 |
| 7417991 | Network quality estimation Disclosed are new calculations of packet loss bursts, packet re-ordering, and an indication of relative alternate network path delay metrics, based upon differences between received and expected packet sequence numbers, for determining packet network performance. | 08/26/2008 |
| 7386100 | Arrangement for maintaining mode synchronization in automatic TTY-to-text translation systems Teletype (TTY, also known as Telecommunication Device for the Deaf, or TDD) transmissions are moded. The same sequence of tones may code for a letter or for a figure. When a TTY device is transmitting to a text-based Internet Protocol display device, via a TTY-to-te... | 06/10/2008 |
| 7386850 | Arrangement for scheduling tasks based on probability of availability of resources at a future point in time A resource task-completion forecaster (122) of an ACD (104) determines a probability that an agent (156) will complete servicing a presently-assigned call by a specified time horizon h. The forecaster determines (202) the type of call tha... | 06/10/2008 |
| 7348862 | Modular connector with suppression of conducted and radiated emissions An RJ 45 connector for unshielded CAT5 cable has electromagnetic-interference-suppression circuitry to meet the Class B conducted and radiated emissions standard. The connector comprises, in addition to signal-conditioning transformers, a current-blocking ferrite an... | 03/25/2008 |
| 7266193 | Adaptive feedback arrangement for controlling agent availability service level in a predictive dialer A feedback control for a predictive dialer employs three feedback loops. A first feedback loop adjusts the dialer's call initiations to compensate for error between the desired, reference, service level and a service level realized by calls that were initiated by th... | 09/04/2007 |
| 7228145 | Dropped call continuation A switching system adjunct (120) monitors a call between a calling and a called party and reestablishes the call when one of the parties has been or is being dropped. The reestablishment may be effected to a same or a different phone number of the dropped par... | 06/05/2007 |
| 7219305 | Mark-up language implementation of graphical or non-graphical user interfaces A user interface (132)—be it graphical (GUI) or telephony (TUI) to an application (120) is defined by stored interface and feature description documents (122,124) written in XML and JavaScript, so that the user interface and changes thereto ca... | 05/15/2007 |
| 7210136 | Parser generation based on example document The process generates a parser to extract records from a set of documents. The process operates on a sample document from the set. The sample document is an XML document or is converted to an XML document. Simple Xpaths of the XML document are identified. Complex ex... | 04/24/2007 |
| 7171357 | Voice-activity detection using energy ratios and periodicity A voice activity detector (100) filters (204) out noise energy and then computes a high-frequency (2400 Hz to 4000 Hz) versus low-frequency (100 Hz to 2400 Hz) signal energy ratio (224), total voiceband (100 Hz to 4000 Hz) signal energy (214 | 01/30/2007 |
| 7165213 | Method and system for coordinating media and messaging operations in an information processing system A method and system for coordinating media and messaging operations in an information processing system includes the ability for streaming media and messages in an information processing system from a switching mechanism to a plurality of user nodes. The invention r... | 01/16/2007 |
| 7095841 | Queued task/queued resource state forecaster A queued task/queued resource state forecaster employs a binomial distribution fitter to fit a composite binomial distribution to operational data of a work management system, such as a call center. The fitter obtains arrival statistics for calls and agents in the c... | 08/22/2006 |
| 7055173 | Firewall pooling in a network flowswitch A firewall fault-tolerant network interface system includes a switch circuit configured to detect when a firewall fails in a multi-firewall local network. When a failed firewall is detected, the switch circuit waits for a time-out period to expire to allow convergen... | 05/30/2006 |
| 7035927 | Intelligent inbound/outbound communications blending In a blended inbound/outbound call center (100), an outbound call-pacing function (122) decides whether or not to initiate an additional outbound call for a particular skill. It determines (206) whether the number of available agents for the ski... | 04/25/2006 |
| 7035808 | Arrangement for resource and work-item selection A workflow system (FIG. 1) employs a selection engine (114) that attempts to match work items (100) with resources (104) in such a way that it brings the most value to all of the stakeholders in the workflow. Under resource or work-item s... | 04/25/2006 |
| 6978247 | Multimedia customer care center having a layered control architecture The architecture of a multimedia customer care center (100) is divided into three separate application layers: a contact layer (104), a communications layer (106) and a business layer (108). The contact layer comprises media-specific hand... | 12/20/2005 |
| 6957430 | Method for managing multimedia platform resources and multimedia platform for implementing it A method and an apparatus for managing signal-processing resources of a multimedia platform that is designed for applying signal-processing operations to multimedia signals defines multimedia functions each capable of monitoring the operation of a set of multimedia ... | 10/18/2005 |
| 6950511 | Detection of both voice and tones using Goertzel filters A plurality of Goertzel filters whose operating frequencies are distributed across the voice baseband are used to detect voice and control tones in a signal. Filters operating at frequencies of control tones and detecting that most of the signal energy occurs at tho... | 09/27/2005 |
| 6947543 | Computer-telephony integration that uses features of an automatic call distribution system In a computer-telephony integrated (CTI) contact center, a CTI adjunct (160) enqueues contacts in contact queues (184) of the CTI adjunct, but also causes contacts that are calls (168) to be enqueued as ACD calls in ACD call queues (120) ... | 09/20/2005 |
| 6880089 | Firewall clustering for multiple network servers A firewall clustering system connects two or more firewalls between an internal network and an external network. The plurality of two or more firewalls are combined to supply high-availability and scaling of processing capacity. Firewalls maintain client-server stat... | 04/12/2005 |
| 6847714 | Accent-based matching of a communicant with a call-center agent The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to an agent who speaks both the determined language and the language of t... | 01/25/2005 |
| 6839419 | Ring network implemented by telephony switches and links A system for using an under-utilized data channel for carrying additional data, in a network mode. One such channel is the D-channel in the ISDN system. In one implementation, a group of telephone call centers share data, using the D-channel, about the lengths of ti... | 01/04/2005 |
| 6823524 | System and method for managing the distribution of events in a data processing system A system and method are disclosed for distributing events in a data processing system from an event generator to an event recipient, while retaining processing control at the event generator. A manager object is created to manage the event generator's event calls. I... | 11/23/2004 |
| 6823062 | Arrangement for predicting call-center status in a network call-routing system A router routes calls to a network of call centers based on estimated call in-queue wait times (EWTs). The router periodically polls all call centers for the EWT and average advance time (AAT) of each queue, and increments each received EWT by a product of the AAT a... | 11/23/2004 |
| 6820260 | Customized applet-on-hold arrangement When a call to a call center is enqueued to await an agent or placed on hold by an agent, an applet customized to satisfy an in-queue experience selected by the caller is downloaded to and executed on the caller's terminal. The applet presents information to the cal... | 11/16/2004 |
| 6785812 | Secure and controlled electronic document distribution arrangement Disclosed is an arrangement for secure and controlled electronic distribution of documents from a server (102) to clients (101) across an electronic network (100), e.g., the Internet. A client requests (200) authentication from the server... | 08/31/2004 |
| 6785691 | Object oriented processing system and data sharing environment for applications therein A global data sharing environment and data sharing proxy agent for multiple application instances in an object oriented processing system are disclosed. In response to an object in an application instance calling a data storage method, a local data sharing environme... | 08/31/2004 |
| 6779039 | System and method for routing message traffic using a cluster of routers sharing a single logical IP address distinct from unique IP addresses of the routers A router clustering system connects two or more routers to a one or more distinct Internet Service Providers (ISPs) in a complete high-availability arrangement. Typically the two or more routers connect to a plurality of ISPs at a site so that an outage of one ISP d... | 08/17/2004 |
| 6772226 | VPN device clustering using a network flow switch and a different mac address for each VPN device in the cluster A VPN device clustering system connects two or more VPN devices on one side of a virtual private network to a similarly clustered system of two or more VPN devices on the other side of a virtual private network. The VPN device clustering system typically includes a ... | 08/03/2004 |
| 6766014 | Customer service by batch In a customer contact center (100), a plurality of customers' communications are serviced simultaneously by one resource (120-128) (agent or port). A conferencing function (136) connects the plurality of customers (110-118) to the one res... | 07/20/2004 |
| 6766013 | Timely shut-down of a real-time work center A call center (100) rejects further calls when the sum of the present time, the anticipated call in-queue wait time (112), and the anticipated call service time (114) for this type (106-108) of call exceeds the closing time of the call ce... | 07/20/2004 |
| 6748073 | Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration In a computer integrated telephony call center where an adjunct host (160) normally controls enqueuing of calls (168) in call queues (120) of an ACD system (101) and corresponding call queues (120′) of the adjunct host and assign... | 06/08/2004 |
| 6725279 | Multimedia processing system architecture A multimedia processing system architecture performs a plurality of multimedia tasks on multimedia data using a plurality of multimedia processing blocks, at least one communication bus to carry the flow of multimedia data between the multimedia processing blocks. A... | 04/20/2004 |
| 6725382 | Device security mechanism based on registered passwords The BIOS device (108) or some other secure store of a portable computer (PC 100) or other valuable device stores a password-based security program (302), an encrypted password (306), and an encryption key (304). When the PC is boot... | 04/20/2004 |
| 6720494 | Cabinet gasket providing panel adhesion and electromagnetic interference shielding An electromagnetic gasket (110) combines a compressible substrate (300, 504/504′, 804) carrying a conductive material (302, 502, 802) and a hook-and-loop fastener (114/304, 400/504/504′, 804) to provide both the mechanical function of... | 04/13/2004 |
| 6717593 | Mark-up language implementation of graphical or non-graphical user interfaces Interface description documents define the appearance and behavior of a user interface (132) toward the user, and feature description documents define interaction of the interface with the interfaced-to application, both in conformity with a user-interface ob... | 04/06/2004 |
