258 85 http://www.patentstorm.us/ http://www.patentstorm.us/images/logo.gif http://www.patentstorm.us/rss/class/applications/rss-379.xml Recent patent applications filings in USPTO Class 379 Telephonic communications. Thu, 16 Feb 2012 15:00:03 patents@patentstorm.us en http://www.patentstorm.us/applications/20120039460/description.html

Application Number:  20120039460

Publication Date:  2012-02-16

Inventors:  Krishnapuram, Raghuram; Subramaniam, L. Venkata

A method, a system and a computer program product for analyzing customer service quality is disclosed. A plurality of customer call service quality parameters is identified using historical data. The plurality of customer call service quality parameters is quantified and correlated. The customer service quality is analyzed using the plurality of customer call service quality parameters. A repository is generated using the historical data of a plurality of customer calls and a set of pre-defined ...
]]> 20120039460 http://www.patentstorm.us/applications/20120039459/description.html

Application Number:  20120039459

Publication Date:  2012-02-16

Inventors:  Mergen, John-Francis; Wood, Daniel Martin

A communications center supports sales and/or customer support services corresponding to a plurality of business affiliations. Operator terminals within the communications center are configurable. A management module manages the allocation of the operator terminals between the plurality of different business affiliations being supported by the communications center. The management module loads a set of configuration information into an operator terminal to match a determined business ...
]]> 20120039459 http://www.patentstorm.us/applications/20120039458/description.html

Application Number:  20120039458

Publication Date:  2012-02-16

Inventor:  Chatzis, Konstantinos

The invention relates to a method for audio switching and conferencing. The method comprises: providing a plurality of audio channels comprising at least one active audio channel, the active audio channel comprising at least one of an input audio stream and output audio stream; converting the input audio streams from the at least one audio channel in input data; providing audio channel communication requests between parties of the at least one active audio channel; determining a set of Boolean ...
]]> 20120039458 http://www.patentstorm.us/applications/20120039457/description.html

Application Number:  20120039457

Publication Date:  2012-02-16

Inventors:  Liao, Ching-Fu; Lin, Yu-Jheng

Teleconferencing control system and method are provided for an administrator to log in a setting interface supplied in the system via any network terminal, so as to input relevant setting information comprising identification information of each teleconferencing location to be controlled, and control parameters of its teleconferencing equipment terminal, through the stored identification information of each teleconferencing location and control parameter information corresponding to the ...
]]> 20120039457 http://www.patentstorm.us/applications/20120039456/description.html

Application Number:  20120039456

Publication Date:  2012-02-16

Inventors:  Conner, Andrew Frank; Ream, David Speed

The present embodiments describe methods and apparatuses for protecting the privacy of one or both parties involved in a two-party telephone conversation. The embodiments also use an SMS text network to provide advance, substantial, customizable information to a recipient prior to the joining of two parties in conversation. The embodiments also provide dynamic control over who responds to an incoming call based on multiple criteria. The invention uses SIP various forms of VoIP technology to ...
]]> 20120039456 http://www.patentstorm.us/applications/20120039455/description.html

Application Number:  20120039455

Publication Date:  2012-02-16

Inventors:  Kim, Yeonchul; Kim, Tony H.

This invention relates generally to communications, and more specifically, to systems and methods for providing a phone domain name service. In one embodiment, the invention includes a phone domain name service configured to performing the operations including receiving a phone address, the phone address comprising a phone name associated with a phone domain name; receiving a location, the location comprising a latitudinal coordinate and a longitudinal coordinate; accessing a database for the ...
]]> 20120039455 http://www.patentstorm.us/applications/20120039454/description.html

Application Number:  20120039454

Publication Date:  2012-02-16

Inventor:  Hobbs, Robert Duncan Ewart

Call management systems, methods, and computer program products. Receiving a request from a calling party for an incoming call to a called number. Obtaining presence information of the called party. Presenting, to the calling party, the presence information and an action option to check for a next available time of the called party. Receiving an action choice to check for a next available time of the called party. Obtaining future availability information. In response to receiving the action ...
]]> 20120039454 http://www.patentstorm.us/applications/20120039453/description.html

Application Number:  20120039453

Publication Date:  2012-02-16

Inventor:  Maenpaa, Jouni

A system and method for event notification and access control for Distributed Hash Tables (DHTs) using an event triggering mechanism for DHT-based Peer-to-Peer (P2P) overlay networks is described. According to an embodiment of the invention, a user interested in certain event can insert a trigger into the DHT. When the event occurs, the trigger fires and causes a pre-defined action to be executed. According to another embodiment of the invention, a user peer inserts a trigger resource record, ...
]]> 20120039453 http://www.patentstorm.us/applications/20120039452/description.html

Application Number:  20120039452

Publication Date:  2012-02-16

Inventors:  Horn, Guenther; Charzinski, Joachim; Buecker, Wolfgang; Jaegar, Bernd

There is proposed a mechanism for controlling a communication connection establishment to a subscriber using service including blacklisting, whitelisting, authentication request and/or Turing test for unsolicited communications prevention. Furthermore, there is proposed a management system used to configure a corresponding communication connection establishment control on the basis of an interface for the subscriber for defining a personalized communication connection establishment control ...
]]> 20120039452 http://www.patentstorm.us/applications/20120039451/description.html

Application Number:  20120039451

Publication Date:  2012-02-16

Inventors:  Kumar, Sanjeev; Jain, Mukul; Shaffer, Shmuel; Patel, Labhesh

A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the ...
]]> 20120039451 http://www.patentstorm.us/applications/20120039450/description.html

Application Number:  20120039450

Publication Date:  2012-02-16

Inventors:  Labuda, David; Saxe, Norin

A system for determining a communication charge comprising a charging equation determiner, an inflection point determiner, and a charge determiner. The charging equation determiner for determining a charging equation based at least in part on a normalized set of inputs. The inflection point determiner for determining an inflection point based at least in part on a charging structure database. The charge determiner for determining a communication charge based at least in part on the charging ...
]]> 20120039450 http://www.patentstorm.us/applications/20120039449/description.html

Application Number:  20120039449

Publication Date:  2012-02-16

Inventors:  Shmunis, Vlad; Vendrow, Vlad

In one embodiment, a HTTP connection is established from a phone that serves as a client to a server that maintains a mailbox. The mailbox includes fax messages each having properties that indicate a sender and a state that indicates at least a status of read or unread. The phone that serves as the client permits a user to view one or more of the fax messages. The states of fax messages at the server are received at the phone that serves as the client using the HTTP connection. The states of ...
]]> 20120039449 http://www.patentstorm.us/applications/20120039448/description.html

Application Number:  20120039448

Publication Date:  2012-02-16

Inventors:  Bhogade, Haridas; Vasquez, Juan; Poi, Parind; Hegde, Mayuresh; Desai, Prashant

A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, ...
]]> 20120039448 http://www.patentstorm.us/applications/20120036021/description.html

Application Number:  20120036021

Publication Date:  2012-02-09

Inventor:  HUDDLESTON, MARCUS

A system and method of delivering an advertisement as a ringback tones (RBT) for telephone, mobile phone, or voice over internet protocol (VOIP) systems may include providing data exchanging means between a telephone exchange system or a mobile switching center through use of an web service coded in extendable markup language (XML), simple object access protocol (SOAP), or binary data for playing of the advertisement as ringback tones, reconciliation against an advertising campaign, and payment ...
]]> 20120036021 http://www.patentstorm.us/applications/20120033832/description.html

Application Number:  20120033832

Publication Date:  2012-02-09

Inventors:  Langereis, Geert; van Lippen, Twan; Goossens, Martijn

The invention relates to a method for manufacturing a micromachined microphone and an accelerometer from a wafer 1 having a first layer 2, the method comprising the steps of dividing the first layer 2 into a microphone layer 5 and into an accelerometer layer 6, covering a front side of the microphone layer 5 and a front side of the accelerometer layer 6 with a continuous second layer 7, covering the second layer 7 with a third layer ...
]]> 20120033832 http://www.patentstorm.us/applications/20120033802/description.html

Application Number:  20120033802

Publication Date:  2012-02-09

Inventors:  Kaplan, Steven E.; Wimler, III, Frank C.

Telecommunications mounting case includes an enclosure containing a mounting plate having a grid pattern of horizontal and vertical slots or grooves extending partway through the mounting plate. The slots or grooves have a substantially uniform spacing therebetween in increments of the spacing between screw mounts on respective vertical and horizontal telecommunications devices mountable within the case. Each of the slots or grooves has substantially uniformly spaced apart side walls with a ...
]]> 20120033802 http://www.patentstorm.us/applications/20120033801/description.html

Application Number:  20120033801

Publication Date:  2012-02-09

Inventors:  Stephens, Gary; Mertz, Michael; Alam, Mahmud; Hebert, Mark; Swanson, Robert; Smith, Roy

A system, method, and call processing component for controlling an order of call processing among a plurality of call processing components. Each call processing component, upon receiving a call request when system resources are not available to process the requested call, creates a real queue entry in its call processing queue and sends a call-queued notification to all other call processing components in the system. The other call processing components in the telecommunication system then ...
]]> 20120033801 http://www.patentstorm.us/applications/20120033800/description.html

Application Number:  20120033800

Publication Date:  2012-02-09

Inventors:  CZACHOR, JR., Martin; CZACHOR, Kevin; FRANKE, Norman

A computing system of an answering service answers an incoming call from a calling party on behalf of a called party, and allows an agent to converse with the calling party. Contact with the called party is established while the incoming call from the calling party is still in progress, and a signal is received from the called party for the called party to monitor the incoming call without joining in. Upon detecting a disconnection of the monitored incoming call between the agent and the ...
]]> 20120033800 http://www.patentstorm.us/applications/20120033799/description.html

Application Number:  20120033799

Publication Date:  2012-02-09

Inventors:  CZACHOR, JR., Martin; CZACHOR, Kevin; FRANKE, Norman

A computing system of an answering service answers an incoming call from a calling party on behalf of a called party, and allows an agent to converse with the calling party relating to a purpose of the incoming call from the calling party. At a triggering point, a signal is received from the agent while the incoming call from the calling party is still in progress. The triggering point occurs when the agent determines that the calling party is calling regarding a predetermined urgent matter. ...
]]> 20120033799 http://www.patentstorm.us/applications/20120033798/description.html

Application Number:  20120033798

Publication Date:  2012-02-09

Inventors:  Eardley, Philip L.; Walker, Matthew D.; Ringland, Simon PA

A method of call control in which a first communications network, detecting calls directed to a destination in the first network; redirects at least some of the calls to a destination in a second network (e.g. on no answer from the destination in the first network). The first network then operates in two phases. In a first phase, for a group of calls redirected to the second network, the time delay before the call is answered in the second network is recorded. When a number of time delays have ...
]]> 20120033798 http://www.patentstorm.us/applications/20120033797/description.html

Application Number:  20120033797

Publication Date:  2012-02-09

Inventors:  Hinrikus, Taavet; Kaal, Madis; Oruaas, Mart; Seeba, Asko; Kütt, Andres

A method of transmitting a communication event from a calling entity to a called entity located in a communication system comprising a first network and a second network, said method comprising determining a first identity associated with the calling entity and a first and second identity associated with the called entity, wherein the first identities are recognizable in the first network and the second identity is recognizable in the second network; associating at a first node located in the ...
]]> 20120033797 http://www.patentstorm.us/applications/20120033796/description.html

Application Number:  20120033796

Publication Date:  2012-02-09

Inventors:  Gilbert, Ezra Raphael; Lalka, Vipul Kishore; Gilakattula, Venkat R.

A conferencing system is disclosed in which a participant to a conference call can program the embodiment to listen for one or more “keywords” in the conference call. The keywords might be a participant's name or words associated with him or her or words associated with his or her area of knowledge. The embodiments uses speech recognition technology to listen for those words. When the embodiments detects that those words have been spoken, the embodiment alerts the participant—using ...
]]> 20120033796 http://www.patentstorm.us/applications/20120033795/description.html

Application Number:  20120033795

Publication Date:  2012-02-09

Inventors:  Dadlani Mahtani, Pavankumar Murli; Harma, Aki Sakari; Peregrin Emparanza, Jorge

An ambient telecommunication system (10) is provided. The system (10) comprises at least one transmitter (11) and a corresponding receiver (12) for transmitting and receiving an electronically or digitally encoded information signal between two or more conversing parties. The system further comprises a movement member (14) being configured to perform a movement or assume a certain physical posture, based on the result of content analysis of the information ...
]]> 20120033795 http://www.patentstorm.us/applications/20120033794/description.html

Application Number:  20120033794

Publication Date:  2012-02-09

Inventors:  Cunetto, Philip; JACKSON, James; Yasrebi, Mehrad

Disclosed herein are systems, methods, and non-transitory computer-readable storage media for selectively transcribing messages. Five general approaches are disclosed herein. The first approach is directed to checking for a transcription capable client, which transcribes messages when a client device is capable of receiving transcriptions. The second and third approaches are platform-controlled and user-controlled predefined selective transcription. One aspect of this approach is driven by ...
]]> 20120033794 http://www.patentstorm.us/applications/20120033675/description.html

Application Number:  20120033675

Publication Date:  2012-02-09

Inventor:  Talarico, JR., Louis J.

An audio handling system comprising audio file handling means for at least one of converting, compressing, encrypting, E-mailing, and pushing audio files to at least one of a file transfer protocol (FTP) site and at least one E-mail ...
]]> 20120033675 http://www.patentstorm.us/applications/20120033544/description.html

Application Number:  20120033544

Publication Date:  2012-02-09

Inventors:  Stein, Jeffrey; KUNG, YU-LEIN

A method and apparatus for correlating and suppressing performance alerts in a packet network are disclosed. In one embodiment, a method for handling alerts in a packet network includes receiving a plurality of alerts relating to one or more faults in the packet network, wherein the plurality of alerts is generated from information contained in a plurality of call detail records, correlating the plurality of alerts into one or more sets of performance alerts, each of the one or more sets of ...
]]> 20120033544 http://www.patentstorm.us/applications/20120030236/description.html

Application Number:  20120030236

Publication Date:  2012-02-02

Inventor:  Burton, JR., Clayton B.

A system for providing access to audio files at multiple locations via a telecommunications network is described. The system includes an interface by which an end user can access at least one audio file from an online database; a system for selecting at least one audio file from the online database for inclusion in a playlist; a plurality of playback devices located in multiple locations; and a system for transmitting the at least one audio file for playing on the plurality of playback devices ...
]]> 20120030236 http://www.patentstorm.us/applications/20120028614/description.html

Application Number:  20120028614

Publication Date:  2012-02-02

Inventors:  Bertin, Olivier J.; Schluetter, Martin

An embodiment of the present invention provides a computer system for processing state change notifications. The system includes at least one state server configured to generate a state change notification to be delivered to a terminal. The system also includes a State Composition and Notification server operatively coupled to the at least one state server and configured to receive one or more state change notifications from the at least one state server, generate a unified state change ...
]]> 20120028614 http://www.patentstorm.us/applications/20120027197/description.html

Application Number:  20120027197

Publication Date:  2012-02-02

Inventors:  Zgardovski, Stanislav V.; Zyarko, Vadim Y.; Kolomoyskyy, Oleksiy M.

A system for enabling collaboration between two or more customer contact campaigns running within a call center environment includes at least one outbound contact server (OCS) resident on a digital medium, the OCS including an automated dialer application resident on a digital medium thereon or accessible thereto for dialing contact numbers from contact records assembled for the running campaigns, a call monitoring and recording system executing from software on a digital medium, for monitoring ...
]]> 20120027197 http://www.patentstorm.us/applications/20120027196/description.html

Application Number:  20120027196

Publication Date:  2012-02-02

Inventor:  Martin, Paul

A method and apparatus for interfacing a customer with a call center allows information obtained from a Radio Frequency Identification (RFID) tag to be transmitted to the call center to provide additional information about the customer and allow the session to be routed within the call center. The call center may be accessed by telephone, computer, or via another type of customer premises equipment over a voice or data network. The RFID tag may be an identification tag provided to the customer ...
]]> 20120027196 http://www.patentstorm.us/applications/20120027195/description.html

Application Number:  20120027195

Publication Date:  2012-02-02

Inventors:  Weppner, Jochen; Sarkar, Shantanu; Jain, Mukul; Shaffer, Shmuel

Techniques are provided to automatically edit multimedia associated with call center sessions when producing monitoring and/or recording copies of the multimedia. Multimedia associated with a session between a caller and a call center agent is received. The multimedia from the session is analyzed to determine when sensitive information is to be revealed. The multimedia is edited to mask the sensitive information in a monitored and/or recorded copy of the ...
]]> 20120027195 http://www.patentstorm.us/applications/20120027194/description.html

Application Number:  20120027194

Publication Date:  2012-02-02

Inventors:  Deshpande, Prasad; Poorey, Bharti Patwari

Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, the method comprising detecting an abrupt customer call disconnect; storing IVR options selected by customer before the abrupt customer call disconnect; sending an SMS/voice message notification to the ...
]]> 20120027194 http://www.patentstorm.us/applications/20120027193/description.html

Application Number:  20120027193

Publication Date:  2012-02-02

Inventors:  Hong, Tae-Hwa; KIM, Chang-Han; Cho, Sung-Dae; Son, Joo-Young

An apparatus and method for creating a call transmission screen using a collage technique is provided. The method includes analyzing user condition information, calculating priorities for terminal transmission/reception information corresponding to the analyzed user condition information according to predetermined priority conditions, selecting available transmission/reception information, used to create a call transmission screen, from the prioritized terminal transmission/reception ...
]]> 20120027193 http://www.patentstorm.us/applications/20120027192/description.html

Application Number:  20120027192

Publication Date:  2012-02-02

Inventor:  Contractor, Sunil H.

The invention provides a method and a system for forwarding a telephone call. The inventive method includes receiving a telephone call from a calling party line to a called party line, determining a location of the called party, determining a proximity of the location of the called party to one or more subscriber locations, and directing the telephone call to the one or more subscriber locations based on the determined proximity. The subscriber locations may be predefined by the called party. ...
]]> 20120027192 http://www.patentstorm.us/applications/20120027191/description.html

Application Number:  20120027191

Publication Date:  2012-02-02

Inventors:  Berk, Matthew; Baril, Bryce

A facility for blocking telephone calls is described. The facility is implemented by a telecommunications system that manages assigned and unassigned telephone numbers. The facility determines that a call originator has made two telephone calls to two different unassigned telephone numbers. The facility adds the call originator to a blacklist for a default time period. If the call originator calls any managed telephone number during the default time period, the facility renews the default time ...
]]> 20120027191 http://www.patentstorm.us/applications/20120027190/description.html

Application Number:  20120027190

Publication Date:  2012-02-02

Inventors:  Kim, Yeonchul; Kim, Tony H.

This invention relates generally to software, and more specifically, to systems and methods for providing a phone name service. In one embodiment, the invention includes a software application, the software application configured to perform the steps comprising receiving a phone name; receiving a phone number; and storing the phone number in association with the phone name, wherein the software application is associated with a computer readable media. In one particular embodiment, the phone ...
]]> 20120027190 http://www.patentstorm.us/applications/20120027189/description.html

Application Number:  20120027189

Publication Date:  2012-02-02

Inventors:  Weppner, Jochen; Sarkar, Shantanu; Jain, Mukul; Shaffer, Shmuel

Techniques are provided for using a location of a caller placing a call that is received at a call center to identify other sources of information that are relevant to the call. A call is received at a call center from a caller. The location of the caller is obtained from the received call, and other sources of information potentially relevant to the call are identified based on the location of the caller. For example, information is stored that identifies at lease one individual that is ...
]]> 20120027189 http://www.patentstorm.us/applications/20120027188/description.html

Application Number:  20120027188

Publication Date:  2012-02-02

Inventors:  Huynh, Dat; Shaikhali, Abid Ali

The present application relates to software on phones for displaying local times of distant parties as to allow users of the software to shape their behavior based on the social and business expectations related to those local times. Local times are retrieved by communicating with a directory number information service. The directory number information service can receive a user identifier from a phone application identifying a remote party. The service can retrieve a location of the remote ...
]]> 20120027188 http://www.patentstorm.us/applications/20120027187/description.html

Application Number:  20120027187

Publication Date:  2012-02-02

Inventor:  Downey, Simon Nicholas

Embodiments relate to a filtering device that filters a telecommunications signal and outputs to a telephone and a data port depending on whether a data plug has been inserted into the data port. A micro switch at the data port is activated and brings filtering components in-line when a data plug is inserted, and the filtering components filter the combined telecommunications signal and outputs filtered telephony only signals to the telephone port, and data only signals to the data port. When ...
]]> 20120027187 http://www.patentstorm.us/applications/20120027186/description.html

Application Number:  20120027186

Publication Date:  2012-02-02

Inventors:  Sparico, Thomas M.; Jorasch, James A.; Walker, Jay S.

In one embodiment, a method, system and apparatus for recording audio is provided so that the recording can be authenticated. The system may be implemented as a central server that is accessed via one or more lines for audio communication, or as a stand-alone unit. The system operates by encrypting communicated data (e.g., audio signals), storing the encrypted information, and providing at least one user with a key that can be used to decrypt the stored ...
]]> 20120027186 http://www.patentstorm.us/applications/20120027185/description.html

Application Number:  20120027185

Publication Date:  2012-02-02

Inventor:  Fuelling, Chris

A method on a computer system for facilitating communications with customers over a communications network is provided. The method includes collecting a plurality of email addresses of customers from a customer database, wherein a telephone number is associated with each email address that was collected from the customer database. The method further includes generating and sending an email to each customer whose email address was collected from the customer database, wherein each email includes ...
]]> 20120027185 http://www.patentstorm.us/applications/20120027184/description.html

Application Number:  20120027184

Publication Date:  2012-02-02

Inventors:  Desai, Prashant B.; Vasquez, Juan

A method may include receiving a call from a caller and interacting with the caller, via an interactive voice response (IVR) unit, to identify first information associated with a reason for the call. The method may also include accessing a database storing second information associated with the caller, identifying third information to be provided to the caller based on the stored second information and providing the third information to the caller prior to forwarding the call to an ...
]]> 20120027184 http://www.patentstorm.us/applications/20120027009/description.html

Application Number:  20120027009

Publication Date:  2012-02-02

Inventors:  XIONG, ZHEN-HUA; NIEH, YU-CHAN

A communication device electronically connects with a phone and includes a control unit, a relay, a public switched telephone network (PSTN) interface, a voice over Internet Protocol (VoIP) network interface, and a ring signal detector. The relay is electronically connected with the control unit. The PSTN interface and the VoIP interface are electronically connected with the relay. The ring signal detector is electronically connected with the control unit and the PSTN interface. The control ...
]]> 20120027009 http://www.patentstorm.us/applications/20120022950/description.html

Application Number:  20120022950

Publication Date:  2012-01-26

Inventors:  Gupta, Narendra K.; Gilbert, Mazin; Melamed, Dan

Systems and methods are provided for a voice message to text system supporting targeted advertisements. Voice messages received from users are converted to raw text messages that are normalized to insert proper punctuation and extract entity information. The normalized text and entity information are processed to extract concepts, such as critical phrases, from the normalized text. Extracted concepts are then matched to advertisements on an advertisement database having user selection criteria. ...
]]> 20120022950 http://www.patentstorm.us/applications/20120021730/description.html

Application Number:  20120021730

Publication Date:  2012-01-26

Inventor:  Vendrow, Vlad

Examples of inbound call identification and management are described including a call management system that includes one or more repositories that can include data representing call action policies and data representing attributes associated with the caller devices and the callee devices. Further, the call management system can include one or more computing devices that include a call identifier (“IDer”) configured to characterize the attributes of the caller devices to form characterized ...
]]> 20120021730 http://www.patentstorm.us/applications/20120021720/description.html

Application Number:  20120021720

Publication Date:  2012-01-26

Inventors:  Gillot, David; JIANG, John Yue Jun

Provided are methods and systems for detecting and preventing bypass fraud in telecommunication networks, primarily for detecting and preventing SIM box fraud in telecommunication networks. The methods include generating one or more test calls from a remote agent to a local agent where the remote agent can be a roaming agent or a remote dialer. The local agent is a subscriber number. The methods further include facilitating call forwarding of the test calls from the local agent to a local ...
]]> 20120021720 http://www.patentstorm.us/applications/20120021718/description.html

Application Number:  20120021718

Publication Date:  2012-01-26

Inventor:  Toikka, Toni Jaakkima

An arrangement for gathering data from a communication network (101) includes a server device (102) connected to the communication network. The arrangement includes in user terminal devices (107,108) an interface application arranged to transmit to the server device first data related to telecommunication services provided by the communication network. The server device is arranged to produce second data, e.g. fees payable due to the usage of the telecommunication services, ...
]]> 20120021718 http://www.patentstorm.us/applications/20120020473/description.html

Application Number:  20120020473

Publication Date:  2012-01-26

Inventors:  Margolis, Stas; Wasserblat, Moshe; Lewkowicz, Oren; Mart, Beeri; Liberman Ben-Ami, Hadas; Gazit, Omer; Tsfoni, Zohar; Ephrat, Ronit

Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected ...
]]> 20120020473 http://www.patentstorm.us/applications/20120020472/description.html

Application Number:  20120020472

Publication Date:  2012-01-26

Inventor:  Cutajar, Louis

Management of call center call routing is provided. Service calls directed to a call center may be monitored according to a variety of parameters such as associated line of business, date, time, and call volume. Calls directed to an internal call center may be routed to an alternate call center for processing as required or needed by the provider of the internal call center. For each type of incoming service call, a maximum call count or percentage-based call count may be established to ...
]]> 20120020472 http://www.patentstorm.us/applications/20120020471/description.html

Application Number:  20120020471

Publication Date:  2012-01-26

Inventors:  Matula, Valentine; Erhart, George; Skiba, David

Systems and methods that employ contact escalation periods as criterion for managing routing procedures of a contact center. A prediction component can predict when a customer is likely to escalate a contact that is forwarded to a contact center, and hence facilitate resource matching based on such prediction. Accordingly, proactive and anticipatory contact interaction is enabled, wherein routing of contacts occur in-part based on predicted likelihood of ...
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