| Class / Patent application number | Description | Number of patent applications / Date published |
|---|
| 379133000 | Call traffic recording or monitoring | 19 |
| 20090141877 | SYSTEM AND APPARATUS FOR PREDICTIVE VOICE OVER INTERNET PROTOCOL (VoIP) INFRASTRUCTURE MONITORING UTILIZING ENHANCED CUSTOMER END-POINT VoIP PHONES - A method for the active and passive monitoring of a voice over internet protocol (VoIP) network infrastructure is provided. Monitoring software on a VoIP phone of the VoIP network infrastructure is configured to collect statistics associated with phone calls made or received by the VoIP phone. A silent phone call is made from the VoIP phone to another VoIP phone in the VoIP network infrastructure. Statistics associated with the silent phone call are collected. Additionally, normal phone calls made and received on the VoIP phone are also monitored. Statistics are collected for these monitored phone calls as well. The collected statistics are stored. The collected statistics are sent to a central monitor. The collected statistics are displayed to a user. | 06-04-2009 |
| 20090245494 | SYSTEM AND METHOD FOR RECORDING COMMUNICATION ACTIVITIES - A system that incorporates teachings of the present disclosure may include, for example, a system having a controller to monitor incoming and outgoing calls associated with one or more communication devices, identify communication identifiers initiating the incoming calls and communication identifiers targeted by the outgoing calls, determine one or more related communication identifiers for each of the initiating and targeted communication identifiers, record in a communications log the incoming calls with the initiating communication identifiers and one or more related communication identifiers, and record in the communications log the outgoing calls with the targeted communication identifiers and one or more related communication identifiers. Other embodiments are disclosed. | 10-01-2009 |
| 20100104079 | METHOD AND APPARATUS FOR MONITORING BLOCKED CALLS IN A COMMUNICATION NETWORK - Method and apparatus for monitoring a communication network is described. In one example, call detail record data generated by network elements in the communication network is parsed to identify occurrence of a plurality of blocked calls over a time period. A plurality of consolidated call detail records for the plurality of blocked calls are respectively generated from the call detail record data. Each of the plurality of consolidated call detail records includes an originating telephone number. The originating telephone number of each of the plurality of consolidated call detail records is then processed to identify unique originating telephone numbers for the plurality of blocked calls. | 04-29-2010 |
| 20100111275 | Method for communication information recall in an enterprise network - A method is disclosed for communication information recall in an enterprise network. An illustrative embodiment describes, in particular, a method for communication information recall following a communication attempt by an originating party using a first communication terminal, to a receiving party using a second communication terminal, after retrieval by recipient, at the first communication terminal accessing an entry in an outgoing call log originated an earlier call that has been terminated; the entry accessed corresponding to the second communication terminal, sending/transmitting an instruction message to the second terminal indicative of an instruction to, to one of match and delete an existing communication information entry; informing the recipient about the action by adding a new entry in the communication information log with updated details; sending an alert of success or failure of communication information recall to the first communication terminal. | 05-06-2010 |
| 20110002453 | Method and system for connecting a telephone call to a third party - A method and a system that allows a person to contact one or more companies with which the person has a relationship, such that the person can contact each company using a single telephone number. According to a first embodiment, a method is provided comprising receiving a call from a person (member) requesting to contact a first company; accessing a member profile stored on a database, the member profile comprising information regarding the identity of the person and identities of one or more companies selected by the person; verifying the identity of the person; verifying the request to contact the first company by determining if the first company is one company stored in the member profile; and then transferring the verified request to the first company by way of a dedicated number, so as to rapidly access an agent. | 01-06-2011 |
| 20110085649 | Fluctuation Monitoring Method that Based on the Mid-Layer Data - Fluctuation monitoring method based on the mid-layer data comprising a monitoring component of the customized instance, mid-layer telephone traffic statistics, a component of self learning telephone traffic and a drawing component of multidimensional traffic monitor. 1) Modeling of telephone traffic status is based on social science empirical model, and uses telephone traffic per day as an analysis granularity, which is composed of three dimensions—time, region and business. 2) the mid-layer of the telephone traffic statistics is calculated based on a monitoring target in regular time. 3) the self learning component of telephone traffic studies and forecasts based on monitoring data. 4) the drawing component of multidimensional traffic monitor will extract data from in the mid-layer of traffic data statistics. | 04-14-2011 |
| 20110235793 | Maximum concurrent event determiner - Event records associated with telephone devices are analyzed to calculate a maximum number of concurrent events that occurred during a time period covered by the event records. The begin dates and end dates of the event records to be analyzed are arranged in a specific order, allowing them to be stepped through and compared to each other in a linear fashion. This linear analysis of the event records linearly increases as a number of event records being analyzed increases. | 09-29-2011 |
| 20120189109 | METHOD OF TELEPHONE SWITCHBOARD FOR CONNECTING DIRECTLY THE CALLBACK TO THE EXTENSION OF THE ORIGINAL CALLER - The present invention provides a “Phone Log” in a telephone switchboard for recording the extension numbers, the phone numbers dialed by the extension numbers and the accumulated times. When there is an outside call, the telephone switchboard will first check the “Phone Log” whether the telephone number of the outside call is on the “Phone Log” or not; if the telephone number of the outside call is on the “Phone Log”, then the outside call (callback) is connected directly to the corresponding extension; otherwise the outside call will be connected to an auto-attendant for connecting. As the accumulated time of each of the records reaches a time limit, the related record will be cleared out. After the callback is picked up by the corresponding extension successfully, the related record is also cleared out. | 07-26-2012 |
| 20120257736 | SYSTEM AND METHOD FOR IDENTIFYING TELECOM USERS BASED ON CALL USAGE PATTERNS - The disclosed embodiment relates to identifying telecom users. An exemplary method comprises collecting, with a computing device, call usage data based on the call usage of a new telecom user, comparing, with a computing device, the collected call usage data with existing call usage data stored within a call usage database to determine if the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, assigning the new telecom user a user identifier corresponding to the existing telecom user if it is determined that the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, and assigning the new telecom user a new user identifier if it is determined that the collected call usage data for the new telecom user does not correspond with the existing call usage data for an existing telecom user. The disclosed embodiment also relates to a system and computer-readable code that can be used to implement the exemplary methods. | 10-11-2012 |
| 20130148798 | INTELLIGENT CALL LOG AND SCHEDULE INTEGRATION - Described are embodiments that provide for an intelligent call log. Specifically, in embodiments, a call log module can be provided on a user's phone (or as a sequenced application) that analyzes the actual communications between a calling party and a called party. The call log module is configured, in embodiments, to do analysis of the calling party's interaction with the called party, changes in routing, and/or failure to connect. The call log module is linked to the calling party's schedule information, in some embodiments, for situations with multiple failures to connect and/or multiple short discussions have inadequately dealt with the need to talk, and therefore scheduling a meeting is likely to be more effective. | 06-13-2013 |
| 20130279672 | Methods and Systems For Categorizing a Customer of a Service as a Churner or a Non-Churner - In one particular aspect a method for categorizing a user of a communication service as a churner or non-churner is provided. In some embodiments, the method includes obtaining call data for the user. Next, the call data is used to determine a value (v | 10-24-2013 |
| 20140119522 | SYSTEM AND METHOD FOR GENERATING SUBSCRIBER CHURN PREDICTIONS - A system and method for generating a subscriber churn prediction includes receiving call detail records from a network operator detailing communication between subscribers of the network operator and determining tie-strengths between subscribers based on the call detail records. The system and method further includes generating a net churn influence accumulated at each subscriber from the tie-strengths by propagating churner influence between subscribers due to churn events. | 05-01-2014 |
| 379134000 | At central station | 6 |
| 20080219423 | System and method for centralized presence management of local and remote users - Systems and methods for centralized presence management of local and remote users are provided. In exemplary embodiments, presence management information for the local and remote users are determined. Permissions established for at least one presence management user are reviewed to determine an amount of access to the presence management information to provide to the presence management user. The presence management information is then provided to the presence management user based on the permissions. | 09-11-2008 |
| 20110058660 | SYSTEM AND METHOD FOR CALL LOGGING AND RETRIEVAL - A system and method for call logging and retrieval includes receiving a call log of a first call made by a user. The call log of the first call may include, for example, the start and end time of the call, and/or the like. The context for the call is provided by the user. A call record is stored for each call of a number of calls made to and from the user. The record for the first call includes the call log of the first call and the context for the first call. | 03-10-2011 |
| 20120148038 | CALL CENTER CALL PARKER - A call parker monitors calls between callers and a call center to determine the number of active calls to the call center. A maximum call center capacity is identified and compared to the number of active calls to determine if the maximum call center capacity is being met. If the maximum call center capacity has been met, new calls are intercepted and placed on hold until the maximum call center capacity is no longer being met (i.e., an agent completes a call). Once the maximum call center capacity is no longer being met, the new call(s) are transferred to the call center. | 06-14-2012 |
| 379136000 | With display | 3 |
| 20090028310 | Automatic contextual media recording and processing utilizing speech analytics - Embodiments are provided for the automatic real-time recording and processing of media in a communications network based on the context of the media. In one embodiment, a media stream is received in an analysis module in a service platform in the communications network. The media stream may represent a communication session between a calling party and a call center in the network. The incoming media steam is analyzed to identify words comprising a context of the communication session. A determination is then made as to whether the context of the communication session is related to a set of business rules associated with the service platform which may automatically trigger the retention of a recording of the communication session. If the context of the communication session is related to the set of business rules, the retention of the communication session is automatically triggered in real-time at a recording module. | 01-29-2009 |
| 20090110165 | ARRIVAL CALL STATUS MANAGEMENT SYSTEM, MANAGEMENT DEVICE, MANAGEMENT METHOD AND STORAGE MEDIUM - Prediction information based on past statuses (management information) and past management information and the present management information are comparatively displayed in real time at a call center, thereby enabling arrival call statuses of the whole call center to be easily grasped. A management device connected to an exchange accommodating a plurality of terminal devices used for receiving calls, receives status information showing the call receiving status of each terminal device from the exchange, totalizes pieces of status information of the whole terminal devices and obtaining, as management information, at least one of a total count, an average and a rate with respect to a predetermined status of call, and gets the management information displayed on a display device. | 04-30-2009 |
| 20120014516 | DETERMINING AND DISPLAYING APPLICATION USAGE DATA IN A CONTACT CENTER ENVIRONMENT - Embodiments disclosed herein provide systems and methods for processing and displaying call state and application usage information in a contact center environment. In a particular embodiment, a method provides receiving application usage information and call state information and processing the application usage information and the call state information to determine an amount of time spent using each application of a plurality of applications by each agent of a plurality of agents during each call state of a plurality of call states. The method further provides generating a representation of the amount of time spent using at least one of the plurality of applications by at least one of the plurality of agents during at least one of the plurality of call states. | 01-19-2012 |
| 379140000 | At subscriber | 1 |
| 20100002859 | Determining a Preferable Mode of Communicating with a Called Party - A called party's communications habits are determined from the party's communications history, and the habits and the called party's current state (presence) are analyzed in view of a calling party's parameters for a desired communication with the called party to determine a preferable mode and/or time for the desired communication. The preference is indicated to the calling party to assist the calling party in effecting the desired communication. | 01-07-2010 |
