| Class / Patent application number | Description | Number of patent applications / Date published |
|---|
| 379112010 | Call traffic recording by computer or control processor | 62 |
| 20080219420 | Method for Billing for a Data Transmission by Selecting Accounts - At least two billing accounts that can be accessed by a selection message of a communications terminal are used to bill for a data transmission in a telecommunication network. After the data transmission directed to the communications terminal of a communications subscriber or originating from the communications terminal has begun, a selection message of the communications terminal is received by a network element of the telecommunication network. The selection message contains an identifier of the billing account to be used for billing the data transmission. The data transmission is then billed via this billing account. | 09-11-2008 |
| 20080232566 | Adaptive, Context-Driven Telephone Number Dialing - A technique is disclosed that enables a context-driven, adaptive technique for generating a list of telephone numbers. The technique of the illustrative embodiment of the present invention seeks to dynamically anticipate what telephone numbers a user might want to dial—even before the user knows—and presents the names of the parties and their telephone numbers to the user at his or her terminal. In particular, the technique monitors a user, the user's locale, and one or more terminals in that locale; selects one or more telephone numbers from a master set of numbers, based on the monitored information; and presents the selected numbers to the user—for example, in the form of a speed-dial list or a one-touch dial list. The user can then examine the presented telephone numbers and decide if he or she wants to call one of them. The technique can be implemented at the user's computer, telephone, private branch exchange, or other device in the relevant telecommunications system. | 09-25-2008 |
| 20080260122 | Method and system for selecting and navigating to call examples for playback or analysis - A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed. | 10-23-2008 |
| 20080310608 | CREDIT BASED MANAGEMENT OF TELECOMMUNICATION ACTIVITY - An apparatus for allowing a telecommunication service provider to manage the risk that a subscriber will not pay their bill for use of the provider's telecommunication system comprising interface means, operating within a digital computer, for communicating information relating to a particular subscriber, said interface means includes a first portion for communicating information relating to said particular subscriber with a payment records database and a second portion for receiving a call information record for each call involving said particular subscriber, said call information record derived from information compiled by a switching center that is capable of establishing connections between a plurality of pairs of telecommunication devices and simultaneously maintaining such connections; credit means, operating within said digital computer, for using said first portion of said interface to obtain a billing and payment history for said particular subscriber, for using said billing and payment history to establish a credit limit for said particular subscriber; analysis means, operating within said digital computer, for receiving each of said call information record for said particular subscriber from said second portion of said interface means and using said call information record to compare call usage of said particular subscriber call to said credit limit for said particular subscriber; and output means, operating within said digital computer, for outputting an indication to the telecommunication service provider that said particular subscriber has exceeded said credit limit for said particular subscriber. | 12-18-2008 |
| 20090003566 | SYSTEM AND METHOD FOR SCORING RECORDED INTERACTIONS - A computer-implemented system and method for distributing recorded communications within a contact center for scoring based upon a set of positive and/or negative skills and attributes associated with each member of a set of scoring users and determined from each recorded communication. The central server maintains collection of recorded communications and a listing of scoring users and their associated criteria. Additionally, the system and method increases efficiency by distributing recordings to scoring users for scoring during times of low utilization or during previously scheduled scoring time blocks. When a scoring user is assigned a recording, the central server distributes the recording to the user in either a file format or through another communication device, such as a telephone, headset, or computer terminal. In addition, the central server automatically generates scoring progress and workload reports for easy assessment of progress, quality control, and workforce adjustment. | 01-01-2009 |
| 20090016505 | TELEPHONE CALL ROUTING SYSTEM - The invention relates to a telephone call routing system including means for associating calling numbers with geographical areas and means for associating geographical areas with destination numbers. The invention is characterised in that the calling numbers are associated with geographical areas using statistical methods with a certain minimum reliability threshold. The invention is suitable for use in the field of value-added telecommunications services, call routing and network intelligence. | 01-15-2009 |
| 20090016506 | Logging Calls According To Call Context - A method, system, and program for logging calls according to call context are provided. A context for a call is detected, where the context include information such as the parties to a call, whether a backup party is accessed, where the call is on behalf of another, the locations of the parties to the call, the subject matter of the call, tariffs applied during the call, billing for telephone services accessed during the call, and orders placed during the call. At least one context based logging request valid for the context for the call is accessed from among multiple context based logging requests stored for multiple parties. Parties requesting logging may include parties to the call, on behalf of parties, third parties, and guardians. The context is logged according to the context based logging request. | 01-15-2009 |
| 20090103700 | SYSTEM AND METHOD FOR MODELING, MONITORING AND MANAGING TELECOMMUNICATIONS NETWORKS AND INFRASTRUCTURE - An analyzing a telecommunications network that receives environmental data, vendor data, and customer data related to a telecommunications transaction. A telecommunications transaction identifier is generated for each telecommunications transaction to determine attributes associated with each telecommunications transaction. The telecommunications transaction identifier and the attributes associated with the identified telecommunications transaction are mapped to a customer-specific parameter. The telecommunications network determines whether the transaction conforms to the parameters. | 04-23-2009 |
| 20090122969 | METHOD AND APPARATUS FOR PERFORMING CALL CORRELATION ACROSS NETWORK ELEMENTS - Method and apparatus for performing call correlation across network elements are disclosed. For example, the method receives by a first correlation engine one or more Call Detail Records (CDRs) from one or more network elements at a completion of a call wherein each of said one or more CDRs contains a correlation identification and a service identification. The method identifies a list of expected CDRs for said call and determines whether all of said expected CDRs for said call are received. The method then creates a CDR set for the call. | 05-14-2009 |
| 20090141876 | Carrier-implemented call event data management - Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided by certain embodiments includes, but is not limited to, one or more of the following features: the ability to automatically update customer information databases according to call event data in real-time, dual-tone multi-frequency (DTMF) activity of the caller and/or agent, do-not-call (DNC) verification and updating, agent identification, lead source and content identification, the recording of calls, the automatic translation of voice communications to textual transcripts, key word detection, communication of customer demographic data to an agent before or during phone calls, audio file management, agent call tracking, and other functions and advantages as will be apparent with the benefit of this disclosure. Methods and systems are also included for data associated with managing broadcast campaigns. | 06-04-2009 |
| 20090161849 | CALL CENTER QUEUE MANAGEMENT - Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent. | 06-25-2009 |
| 20090161850 | EFFICIENT MECHANISM FOR THE MANAGEMENT OF CALL/SESSION EVENT INFORMATION FOR NEAR REAL-TIME CAUSAL ANALYSIS - A method, event information processing system, and wireless communication system capture call/session event information. A series of call/session event information sets ( | 06-25-2009 |
| 20090190729 | SYSTEM AND COMPUTER PROGRAM PRODUCT FOR PREDICTING CHURNERS IN A TELECOMMUNICATIONS NETWORK - Data pertaining to interactions between a plurality of customers is obtained. A graph is formed, having a plurality of nodes representing the customers and a plurality of edges representing interactions between the customers. A sub-set of the customers are denoted as previously churned customers. A spreading activation model is applied to the graph to identify, based on the graph and the previously churned customers, the potential churning customers. | 07-30-2009 |
| 20090245492 | SURVIVABLE PHONE BEHAVIOR USING SIP SIGNALING IN A SIP NETWORK CONFIGURATION - Provided are methods, devices, and systems for maintaining a SIP survivable User Agent. The present invention is adapted to allow the User Agent to detect the status of the network, thus providing the User Agent to perform failover/failback operations. The User Agent may be adapted to determine the status of the network based on its own monitoring mechanisms and/or based on messages received from other network components. | 10-01-2009 |
| 20090252312 | SERVICE COMMUNICATION LIST - A method for displaying communication events is provided. The method includes collecting past, present, and future communication events from two or more communication services, where a communication device performs the collecting; combining the past, present, and future communication events into a communication events list, where the communication device performs the combining; and displaying the communication events list, such that past, present, and future communication events may be viewed, where the communication events list is displayed on the communication device. | 10-08-2009 |
| 20090262913 | System and Method For Tracking Call Activity To A Set Of Advertised Businesses - A system and method for tracking call activity of a plurality of businesses is disclosed. A global pool of phone numbers is allocated from which to draw numbers. A business-specific pool of numbers is established for business locations involved in advertisements using the Internet via Web pages. As a consumer begins viewing an advertisement for a business, a number is temporarily allocated from the business's pool of available numbers. As the business's pool of unallocated numbers is exhausted, a metric is used to determine whether or not to grow the pool of numbers, to show an untracked ‘fallback’ number for the business, or to reuse a previously allocated number. When one of the temporarily allocated numbers is called, the online consumer it was associated with is credited for making the call and the business is credited and charged for receiving the call. This method of allocating and presenting numbers with all numbers ultimately being tied to the same business ensures that even if a consumer calls a number much later after it has been re-allocated, that the number will still ring to the correct business. | 10-22-2009 |
| 20090323915 | COMMUNICATION EQUIPMENT - In communication equipment capable of permitting a user to simply grasp how long period of time has passed from the time at which the user made a communication with a contact address registered to an address book when the user transmits an outgoing call to and receives an incoming mail from or transmits a mail to and receives a mail from the contact address, the communication equipment has a storage unit for storing an outgoing/incoming call history or a mail transmission/reception history to a predetermined communication opponent, and a notification unit, which calculates, when an outgoing call is transmitted and an incoming call is received or a mail is transmitted and a mail is received and a history of the communication opponent is stored by the storage unit, the periods of time passed from the times at which a previous outgoing call was transmitted and a previous incoming call was received or a previous mail was transmitted and a previous mail was received based on the stored history of the outgoing and incoming calls or the stored history of the transmitted mail and the received mail and notify the passed periods of time. | 12-31-2009 |
| 20100080369 | METHODS AND APPARATUS TO MONITOR SUBSCRIBER ACTIVITY - Methods and apparatus to respond to monitor subscriber activity are disclosed. An example method includes receiving a first set of client telephone number (TN) data associated with a client and a current time period, and receiving a second set of client TN data associated with a prior time period. The example method also includes receiving a first set of subscriber activity data associated with the current time period, identifying a TN that is in the first set of subscriber activity data and is absent from at least one of the first or second sets of client TN data, and identifying the TN with at least one of a new inroad for a competitor or a new inroad for the client based on at least one activity code from the first set of subscriber activity data. | 04-01-2010 |
| 20100119048 | CALL RELAY SYSTEM, CALL RELAY DEVICE, CALL RELAY METHOD AND PROGRAM - A call relay system includes: an outgoing call terminal; an incoming call terminal; and a call relay device which relays a call from the outgoing call terminal to the incoming call terminal. The call relay device includes: a relay section which relays the call from the outgoing call terminal to the incoming call terminal, correlates a telephone number of the outgoing call terminal indicated by the call with a telephone number of the incoming call terminal indicated by the call and registers call history information including the telephone numbers of the outgoing call terminal and the incoming call terminal in a call history storage section; a receiving side report acquisition section which acquires, from the incoming call terminal, a receiving side report indicating an evaluation attribute regarding the call; and a call attribute setting section which acquires, from the call history storage section, the call history information regarding the call indicated by the acquired receiving side report, correlates the evaluation attribute indicated by the receiving side report with the telephone numbers of the outgoing call terminal and the incoming call terminal included in the acquired call history information regarding the acquired call and registers the correlated information in the call attribute storage section. | 05-13-2010 |
| 20100128860 | METHODS, COMPUTER PROGRAM PRODUCTS, AND SYSTEMS FOR MANAGING VOICE OVER INTERNET PROTOCOL (VOIP) NETWORK ELEMENTS - Methods, computer program products, and systems for managing VoIP network elements are provided. Methods include receiving call details records (CDRs) from a plurality of network elements. The received CDRs including disconnect cause codes and telephone call correlation identifiers. The received CDRs are correlated to telephone calls based on the telephone call correlation identifiers. Two CDR records are associated with the same telephone call when their telephone call correlation identifiers are the same. A master correlated CDR is created for each telephone call. The creating includes assigning a correlated disconnect cause code and classifying the telephone call. The assigning and classifying are responsive to the received CDRs associated with the telephone call. The master correlated CDR includes the correlated disconnect cause code and the telephone call classification. A threshold crossing alert (TCA) is generated in response to a threshold for the correlated disconnect cause code being reached. | 05-27-2010 |
| 20100158224 | METHOD AND APPARATUS FOR ADMINISTRATION OF CIRCUIT INVENTORIES IN TELECOMMUNICATIONS NETWORKS - Telecommunications customers must frequently utilize the facilities of many different telecommunications service providers in order to transmit data from one location to another. When a telecommunications customer encounters a network problem, that customer usually must navigate a complicated web of service providers and equipment owners in order to receive meaningful technical assistance from a human technician. The present invention is designed and intended to facilitate human interactions for technical support and administrative tasks by associating customer, contract, circuit, equipment, key personnel, billing, and telco information in a database for efficient data presentation and information retrieval. Resolution of the logistical problem of tracking circuit information is achieved by organizing the information and displaying important data concurrently. Toward that end, the system modules comprising the invention share all of the circuit inventory data available, and graphical user interfaces for each module display relevant information together. Examples of features in the present invention include: simultaneous display of circuit and contact information for key personnel, a reminder function for tracking changes in important service characteristics, and customer-specific formatting for billing | 06-24-2010 |
| 20100232585 | System and Method for Utilizing Customer Data in a Communication System - Systems and methods for utilizing customer data in a communication system are provided. In exemplary embodiments, customer records at a customer data warehousing system are accessed. Customer data from the customer records are extracted and associated with a customer identifier. The customer data is then stored to an indexed database, the extracted customer data being indexed according to the identifier. When an incoming communication is received, the communication system will determine a communication identifier of the incoming communication. A lookup and matching process is then performed using the communication identifier in the indexed customer information database. If a matching customer identifier is found, associated customer data may be retrieved and used to provide enhanced communication system services including communication routing and customer data alerts. | 09-16-2010 |
| 20100239080 | Familiarization Augmentation System and Technology (FAST) Dialer - The present invention relates to the field of telecommunications. More particularly, to an apparatus that would allow callers to time-share telephone, telecommunication or communication lines in order to truthfully vary the telephone line from which they are calling parties through the Public Switch Telephone Network (PSTN). The system would allow customers to manage the identity of their calls in ways that would maximize the probability that a called party would answer. | 09-23-2010 |
| 20100290606 | RESYNCHRONIZATION OF CALL EVENTS AFTER TRIGGER EVENT - Client devices/applications associated with a subscriber of an enhanced communication system are enabled to generate communication records identifying individual communication sessions along with tie-breaker values such that the records can be evaluated following a trigger event and duplicate records for the same subscriber can be removed in order to provide accurate information to the subscriber when the event is over. | 11-18-2010 |
| 20110038468 | METHOD AND SYSTEM FOR MEASURING MARKET-SHARE FOR AN ENTIRE TELECOMMUNICATION MARKET - A method for collecting data to measure market-share for a defined telecommunication market. A market of interest is defined and a random panel of numbers is created. A call set-up is initiated to the created random panels by generating signaling messages wherein the signaling messages access a Calling Name Services (CNAM) database, a Local Number Portability (LNP) database, an E-911 Automated Location Information (ALI) database and a Line Information Database (LIDB) using signaling system 7 (SS7) protocol. Generated signaling messages access ENUM (Telephone Number Mapping) database and Internet Protocol (IP) Peering database using IP. The response to the generated signaling messages are used to determine assignment status, business ownership, businesses versus residential status and the technology employed for a given number in the created panel. In one embodiment, the process is repeated over a period in order to determine changes to the market-share and derivative metrics for the telecommunication market. | 02-17-2011 |
| 20110158395 | VOIP MASTER CALL DETAIL RECORD - A method and system of processing call detail records (CDRs) of multiple network elements in a communication network are disclosed. The method includes identifying at least one final attempt CDR out a plurality of CDRs from the multiple network elements by at least one type of network element. At least one master CDR is built from the identified at least one final attempt CDR. Further, at least one CDR from the plurality of CDRs is correlated to the at least one master CDR according to a correlation rule. Also, the at least one master CDR is then augmented with CDR data from the at least one correlated CDR. | 06-30-2011 |
| 20120213350 | SYSTEM AND METHOD FOR TRACKING CALL ACTIVITY TO A SET OF ADVERTISED BUSINESSES - A system and method for tracking call activity of a plurality of businesses is disclosed. A global pool of phone numbers is allocated from which to draw numbers. A business-specific pool of numbers is established for business locations involved in advertisements using the Internet via Web pages. As a consumer begins viewing an advertisement for a business, a number is temporarily allocated from the business's pool of available numbers. As the business's pool of unallocated numbers is exhausted, a metric is used to determine whether or not to grow the pool of numbers, to show an untracked ‘fallback’ number for the business, or to reuse a previously allocated number. When one of the temporarily allocated numbers is called, the online consumer it was associated with is credited for making the call and the business is credited and charged for receiving the call. | 08-23-2012 |
| 20130094639 | SYSTEM AND METHOD FOR PROVIDING A DIAL TONE AND A RING TONE - Provided is a system for providing a dial tone and a ring tone to a receiver terminal having one or more virtual numbers. A ring tone setting unit sets a ring tone corresponding to each of the one or more virtual numbers. An alarm sound providing server includes a controller configured to output, to the receiver terminal, a ring tone set for a corresponding virtual number according to the corresponding virtual number of the receiver terminal included in a call connection request signal transmitted from a caller terminal. | 04-18-2013 |
| 20130251128 | PHONE NUMBER MANAGEMENT METHOD AND COMMUNICATION DEVICE HAVING PHONE NUMBER MANAGEMENT FUNCTION - A computerized method for managing phone numbers stored in a communication device, the communication device communicates with a communication service terminal provided by a telecommunication company. The communication device sends a request message for requesting to acquire a usage state of each of the phone numbers to the communication service terminal, and then detects which of the phone numbers have the usage state that matches one or more predetermined states. Any detected phone number which usage state matches the one or more predetermined states is deleted from the communication device. | 09-26-2013 |
| 20130279671 | METHOD AND APPARATUS FOR CORRELATING A PHONE CALL WITH A DISPLAY - A computerized method for correlating a phone call with a telephone-number, comprising receiving at a service facility, comprising an at least one processor, a query from a computer about a status of a phone call with a telephone-number, and sending to the computer a response with information related to the status, and an apparatus for performing the same. | 10-24-2013 |
| 20180025362 | Vehicle Maintenance Tool and Complaining Method Thereof | 01-25-2018 |
| 379112040 | Threshold or limiting control (e.g., gapping control) | 7 |
| 20080205611 | Intelligent overload control for contact center - Particular embodiments provide intelligent overload control for contact centers. In one embodiment, an overload condition at a contact center is determined. When the overload condition exists, a contact evaluation metric for a connection to a contact is determined. The contact evaluation metric may evaluate the value of a contact, such as whether the contact is a high-value or low-value contact. An action to perform for the contact is then determined based on the contact evaluation metric. For example, if the contact is considered a high-value contact, then the contact may be serviced; however, if the contact is considered a low-value contact, then the contact may be gapped. | 08-28-2008 |
| 20150043722 | COMMUNICATION CONTROL DEVICE, COMMUNICATION CONTROL METHOD, AND COMMUNICATION CONTROL SYSTEM - A call connection number management unit acquires the number of call connections. A server suspension control unit transfers a calling process allocated to a call control server selected based on the number of call connections for each of call control servers to the call control server, and suspends the call control server when the calling process allocated to the call control server ceases. An assignment control unit assigns a request to the call control server to which the calling process responding to the request has been transferred, when the call control server that has performed the calling process responding to the request is suspended. A prediction activation control unit calculates a change rate of an increase rate of the number of calls, obtains a prediction value of the number of calls based on the change rate, and when the prediction value exceeds a value, activates the suspended call control server. | 02-12-2015 |
| 20150326735 | SYSTEM AND METHOD FOR QUALITY AUTO-BLENDING IN CALL ROUTING - A system and method blend particular quality considerations into the process of expanding the route choices in a route table, such that more calls can be successfully routed while maximizing certain objectives. The quality considerations drive how additional routes are chosen for the route table and how call volumes are allocated to the chosen routes so that overall profitability can be maximized within the governing constraints of quality targets, route quality, predicted traffic, and route capacity. | 11-12-2015 |
| 20160028885 | NETWORK-BASED SOCIAL MEDIA TELEPHONY FIREWALL - A method for processing a call is disclosed. For example, the 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. | 01-28-2016 |
| 20160127540 | TOLL-FREE TELECOMMUNICATIONS MANAGEMENT PLATFORM - A Toll-Free Management Platform (TFMP) includes methods and systems for number administration, customer administration, call management services, texting services and text registry, and a smart services registry. The TFMP may allow users to search for, receive recommendations for, and make reservations of toll-free numbers. A user interface may allow activating a toll-free number, through a one-click activation function and users may access the TFMP to create and access existing templates of toll-free call routing templates, and utilize a routing tree engine to create customized call routing trees for the toll-free numbers of interest to the user. Predictive analytic services may be provided that allow a user through a customizable user interface, or dashboard, to access third party data sources and other information derived from toll-free telecommunications networks. | 05-05-2016 |
| 20160127541 | TOLL-TREE NUMBERS METADATA TAGGING AND ANALYSIS - A toll-free tagging service is provided that includes a subscription-based service that is made available to responsible organizations, consumers and businesses. The toll-free tagging service may provide the ability to tag a toll-free number (or group of numbers), and once a number is tagged, to track updates to that number that may then be distributed to customers through emails/text messages or other means. Subscribers of the toll-free tagging service may also have the ability to create, view, update and delete tags through a web application, mobile application, or some other user interface. | 05-05-2016 |
| 20160127808 | ROUTING TREE ENHANCEMENTS BASED ON REAL TIME PERFORMANCE STATISTICS - A call path score that utilizes real time network statistics, sourced from carriers and the public domain that may be provided to LCR and SCPs to determine the net “value” of a route such that, depending on customer choice, a call completion pattern may be created. Calls may be completed optimizing distance, quality or cost based on real time network and carrier database. This function may be further enhanced to provide a customer sourced rating score that enhances call routing. This may be utilized for real time carrier performance statistics to analyze network congestion. Multiple carriers may be assigned based on network performance and carrier congestion. | 05-05-2016 |
| 379112050 | Optimization network configuration | 1 |
| 20130251129 | CLOUD COMPUTING CALL CENTERS - Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call center capabilities. Embodiments of the invention include implementations of a software telephony switch in a cloud computing environment that may dynamically allocate software based PBXes, virtual interactive voice responses (IVRs), and other system components to particular calls. | 09-26-2013 |
| 379112060 | Generalized statistics about telephone network usage | 23 |
| 20080260123 | Method for measuring network performance parity - A method for measuring network performance parity includes the steps of computing a call completion ratio for at least one network provider, and determining whether the call completion ratio passes a first test. These steps may further include computing a first call completion ratio for a first network provider, a second call completion ratio for a second network provider, a difference between the first call completion ratio and the second call completion ratio, and a variance for the difference. The method also includes the step of assessing whether a second test is determinate if the call completion ratio does not pass the first test, by determining whether the variance is greater than a variance cutoff. In addition, the method includes the step of assessing whether a call completion ratio passes the second test, if the second test is determinate, by determining whether the difference is greater than a threshold. | 10-23-2008 |
| 20080298567 | WEB BASED TELEPHONE MANAGEMENT SYSTEM - Technology that implements an integrated and automated process for delivery of low cost web based telephone management services, as an outsourced solution in the arena of voice management. The services are provided via the internet, from a web site, after installation in the customer premises the service can be rendered in all respects remotely and is automated to a high degree. This economises on costs and allows a high grade service previously only available to the upper end of the market to be available to essentially all segments. | 12-04-2008 |
| 20090245493 | System and Method for Displaying Call Flows and Call Statistics - The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events. | 10-01-2009 |
| 20090252313 | COMMUNICATION TERMINAL APPARATUS AND TRANSMISSION HISTORY CONTROL METHOD - In a communication terminal apparatus having a telephone function, an information communication mode function and a transmission history display function, when transmission based on a telephone number described in an electronic information content such as an electronic mail, a website or the like is performed, the electronic information content is stored in a memory. Then, when a transmission history is displayed, the electronic information content is displayed in addition to transmission information by user handling. Thus, even if the transmission is performed while the electronic information content is being browsed, a user can know how situation the displayed transmission history is transmitted from. | 10-08-2009 |
| 20090268890 | TARGETING ADS BY TRACKING CALLS - By providing a method for acquiring consumer data without user interaction, such as analyzing CDRs to identify consumers of businesses, for example, advertisers may more accurately target advertisements to users that are more likely to find the advertisements useful or relevant. CDRs may be utilized to identify specific callers or households who have called a particular or type of business, a concentration above a certain interest level who call certain businesses, or any other information indicative of interest in a topic, candidate, business, or similar entity that would benefit from advertising. | 10-29-2009 |
| 20090304165 | METHOD AND APPARATUS FOR DETECTING NETWORK AND SERVICE PERFORMANCE DEGRADATIONS USING CALL DETAIL RECORDS - A method and apparatus that employ the use of CDRs to effectively monitor and proactively respond to network or service events that impact performance within a network are disclosed. For example, the method receives a plurality of call detail records (CDRs), wherein each of the plurality of call detail records comprises a plurality of fields. The method determines a n-field rule signature from each of the call detail records (CDRs), and analyzes the n-field rule signatures from the plurality of call detail records (CDRs) for detecting at least one network performance problem. | 12-10-2009 |
| 20100027771 | Correlating Call Detail Records With Telephony Switch Information - Embodiments of the present invention include a method for processing a non-normalized local exchange routing guide (LERG) table to produce a normalized LERG table. The LERG tables have an NPA field, an NXX field, a Block_Id field, and a Switch_Id field. The method includes joining all distinct combinations of NPA and NXX in the non-normalized LERG table to all valid Block_Ids to produce a NormLERG table. The method further includes populating a Switch_Id field, in each NormLERG record having a distinct NPA-NXX value. The populating of the Switch_Id field is based on a number of corresponding non-normalized LERG records and on the Switch_Id field in one of the corresponding non-normalized LERG records and on a number of distinct Switch_ID values in the corresponding non-normalized LERG records. Each of the corresponding non-normalized LERG records has a same one of the NPA-NXX values. | 02-04-2010 |
| 20100091963 | Linked number service - An apparatus in one example comprises a communications network, a first communication device that is associated with a first communication device identifier and a second communication device that is associated with a second communication device identifier. The first communication device is communicatively coupled with the communications network, the second communication device is communicatively coupled with the communications network and the first communication device is communicatively coupled with the second communication device via the communications network. And, the second communication device originates a communication session using the first communication device identifier, and termination attempts to the first communication device are received by the second communication device and the first communication device. | 04-15-2010 |
| 20100098228 | CALL TRACKING USING VOICE QUALITY MEASUREMENT PROBE - A system for monitoring quality of calls in a network. A server receives information concerning calls which begin or end in a network and at the same time receives measurements of a quality parameter such as bandwidth. This measurement data is provided by a probe, so that the server is able to correlate calls which are placed through the network with the quality of service in the network at that time. When the quality falls below a desired level, the server notifies the customer or the network operator so that appropriate action may be taken. | 04-22-2010 |
| 20100284527 | Importance-Based Call Graph Construction - A system and method for importance-based call graph construction, including a) analyzing a computer software application to identify a plurality of calls within the computer software application, b) assigning an importance value to any of the calls in accordance with a predefined importance rule, c) selecting any of the calls for inclusion in a call graph in accordance with a predefined inclusion rule, d) representing the call in the call graph, e) adjusting the importance value of any call represented in the call graph in accordance with a predefined importance adjustment rule, and f) iteratively performing any of steps a)-e) until a predefined termination condition is met. | 11-11-2010 |
| 20100329436 | TELEPHONE EXCHANGE APPARATUS AND INCOMING CALL TRANSFER CONTROL METHOD OF THE APPARATUS - According to one embodiment, a telephone exchange apparatus includes a memory and a calculation module and a controller. The memory stores data associating a caller ID specifying a caller and a recipient ID specifying a transfer operation source with frequency of transfer for each of at least one of a telephone terminal and a group to be a transfer destination. The calculation module calculates a percent of transfer from frequency of transfer in a predetermined period and store the percent of transfer for each of the caller ID in the memory. The controller refers the memory based on the caller ID and the recipient ID included in an incoming call, and performs incoming call control to at least one of a telephone terminal and a group corresponding to a transfer destination including a percent of transfer which is larger than a predetermined value based on a reference result. | 12-30-2010 |
| 20100329437 | Enterprise Speech Intelligence Analysis - A method includes accepting, via an input interface, a caller identifier parameter and a target value of at least one call series parameter; identifying, using a data processor, a plurality of calls each associated with the caller identifier parameter from amongst a set of calls stored in a call center database; analyzing, using the data processor, the identified plurality of calls to determine a value of the at least one call series parameter for the identified plurality of calls; comparing, using the data processor, the determined value of the at least one call series parameter with the target value of the at least one call series parameter; and defining, using the data processor, the identified plurality of calls as a call series based at least in part on results of the comparing. | 12-30-2010 |
| 20110051915 | COMMUNITY TELEPHONY BROKERAGE SYSTEM AND TECHNIQUES - A community telephony brokerage system (“CTBS”) and techniques for facilitating telephony communications (including but not limited to text messages, audible messages, multimedia messages, commands, and voice communications) between members of a virtual or real-life community are described. The CTBS operates in conjunction with any known or later developed communication application or service, such as an email application, a social networking application, a gaming application, a discussion forum application, a blogging application, or a subscription/publication application, to provide intra-community telephonic communications via community members' own electronic devices, in a manner that keeps community members' unique telephone numbers secret from other members, and preserves other desired levels of privacy and/or security established by the community and/or communication application. | 03-03-2011 |
| 20120069978 | STORAGE, PROCESSING, AND DISPLAY OF SERVICE DESK PERFORMANCE METRICS - An architecture for the storage, processing, and display of service desk performance metrics data for a service desk department may include a call management system (CMS), an issue tracking system, a performance metrics (PM) database, a PM database module, a PM display data module, and a PM client module. The PM database module may retrieve call statistics data from the call management system database and issue tracking data from the issue tracking system database, and store the data in the PM database. The PM client module may obtain call statistics data and issue tracking data from the PM database via the PM display data module. The PM client module may display the obtained call statistics data and issue tracking data in one or more user interface elements. | 03-22-2012 |
| 20120263283 | CALL CENTER MAPPING SYSTEM AND METHOD - A call center mapping system and method. Subscriber phone number data and general phone number data are acquired for a geographic area. The subscriber phone number data includes a location code. The general phone number data includes information that associates the number with a carrier type. The subscriber phone number data and the general phone number data are matched to filter and to carrier types that are identified as unreliable predictors of the location of a call center. The filtered data are compared to subscriber address data. The subscriber address data include an address of a subscriber and the location code. The subscriber address data are related to the filtered data | 10-18-2012 |
| 20130070917 | METHOD AND SYSTEM FOR PROCESSING APPLICATION LOGS - A method and system for processing application logs describing transactions in a computer telephony integration (CTI) environment is disclosed. The CTI environment includes a plurality of CTI servers configured to execute CTI applications. Numerous instances or types of CTI applications may be executed. A user may request information for a transaction performed in the CTI environment. The relevant application logs indicating the transaction may be determined and output. Information indicating the relevant application logs may be output to the user. | 03-21-2013 |
| 20130287191 | Correlating Call Detail Records With Telephony Switch Information - A method for processing a non-normalized local exchange routing guide (LERG) table to produce a normalized LERG table. The LERG tables have an NPA field, an NXX field, a Block_Id field, and a Switch_Id field. The method includes joining all distinct combinations of NPA and NXX in the non-normalized LERG table to all valid Block Ids to produce a NormLERG table. The method further includes populating a Switch Id field, in each NormLERG record having a distinct NPA-NXX value. The populating of the Switch_Id field is based on a number of corresponding non-normalized LERG records and on the Switch_Id field in one of the corresponding non-normalized LERG records and on a number of distinct Switch ID values in the corresponding non-normalized LERG records. Each of the corresponding non-normalized LERG records has a same one of the NPA-NXX values. | 10-31-2013 |
| 379112090 | Specialized exchange | 5 |
| 20100054437 | APPARATUS AND METHOD FOR MANAGING PRIORITY COMMUNICATION - A system that incorporates teachings of the present disclosure may include, for example, a server having a controller to obtain billing data associated with a plurality of calls over a Voice Over Internet Protocol network, determine special service calls being made based on the billing data, monitor for the special service calls being associated with at least one of one calling number or one network node, and determine an undesired condition based at least in part on the special service calls being made from the one calling number or through the one network node exceeding a threshold. Other embodiments are disclosed. | 03-04-2010 |
| 20160127539 | PREDICTIVE ANALYTICS AND MACROECONOMIC TREND REPORTING BASED ON TOLL-FREE NUMBER UTILIZATION - A predictive analytics model, that provides for overlaying indexing techniques and enriching the data with public domain and customer sentiment data to provide customer metrics. Analysis of toll-free telecommunications data, such as call volume data to toll-free numbers owned by key federal agencies, month over month, may be used to develop an indicator of economic events, trends and correlates. | 05-05-2016 |
| 20160127548 | TOLL-TREE NUMBERS METADATA TAGGING, ANALYSIS AND REPORTING - A toll-free tagging service is provided that includes a subscription-based service that is made available to responsible organizations, consumers and businesses. The toll-free tagging service may provide the ability to tag a toll-free number (or group of numbers), and once a number is tagged, to track updates to that number that may then be distributed to customers through emails/text messages or other means. Subscribers of the toll-free tagging service may also have the ability to create, view, update and delete tags through a web application, mobile application, or some other user interface. | 05-05-2016 |
| 20160127549 | MACROECONOMIC AND PREDICTIVE ANALYTICS BASED ON TOLL-FREE NUMBER UTILIZATION - A predictive analytics model, that provides for overlaying indexing techniques and enriching the data with public domain and customer sentiment data to provide representation of a macroeconomic trend. Analysis of toll-free telecommunications data, such as call volume data to toll-free numbers owned by key federal agencies, month over month, may be used to develop an indicator of economic events, trends and correlates. | 05-05-2016 |
| 20180027129 | TOLL-TREE NUMBERS METADATA TAGGING, ANALYSIS AND REPORTING | 01-25-2018 |
| 379112100 | Traffic rate for overload | 1 |
| 20110255675 | CLOUD COMPUTING CALL CENTERS - Embodiments of the present invention generally relate to a cloud computing call center that may provide a multi-tenanted platform for scalable, dynamic allocation of telephony, PBX, and call center capabilities. Embodiments of the invention include implementations of a software telephony switch in a cloud computing environment that may dynamically allocate software based PBXes, virtual interactive voice responses (IVRs), and other system components to particular calls. | 10-20-2011 |
