Patent application number | Description | Published |
20090063561 | MEDIA MANAGEMENT BASED ON DERIVED QUANTITATIVE DATA OF QUALITY - Disclosed are systems, methods, and computer readable media for media management based on derived quantitative data of quality. The method embodiment comprises receiving a request for a media file, identifying one or more media files associated with the request, measuring at least one audio or visual quality associated with each media file by analyzing at least one of: compression artifacts or grading for each media file, generating quantitative data based on the measured at least one audio or visual quality for each media file, and returning the quantitative data associated with each media file. Other features include the ability to compare, archive, filter, sort and select media files based on the quantitative data. | 03-05-2009 |
20110138024 | Environment Customization Based On Location - A user's location is automatically transmitted to a network, and the network automatically customizes one or more environments, such as by customizing communication devices, other types of devices, or the like, based on the detected location and on profile information. Customizing an environment may include enabling services, such as setting up a public telephone or hotel telephone with a user's home base telephone settings and/or services, and/or may include disabling functions, such as disabling long-distance service when the user is away from home. | 06-09-2011 |
20120233297 | Environment Customization Based On Location - A user's location is automatically transmitted to a network, and the network automatically customizes one or more environments, such as by customizing communication devices, other types of devices, or the like, based on the detected location and on profile information. Customizing an environment may include enabling services, such as setting up a public telephone or hotel telephone with a user's home base telephone settings and/or services, and/or may include disabling functions, such as disabling long-distance service when the user is away from home. | 09-13-2012 |
20120330738 | System and Methods for Purchasing Services - A service provider system enables a subscriber to purchase services over a network from a service provider for the benefit of third parties located in different locations. The service provider system provides service flexibility by allowing parameters to be set, such as place and time of service delivery. Further, conditions allowing third-party recipients to change service parameters include delivery time and place, exchange of purchased service for another service, return of the purchased service, etc. Reporting options to both the subscriber and the third party can additionally be provided. Reporting messages or notifications may be sent to the purchasing subscriber to indicate which of the third parties had taken advantage of the purchased service, when and where the service was consumed, and/or what the actual cost of delivering the service was. The service provider system can also provide incentives for third parties to take advantage of the purchased service. | 12-27-2012 |
20140160989 | System and Method for Method for Providing Quality-of-Service in a Local Loop - Described is a system and method for receiving in a first network operated by a first network provider, a service request from a client for a service application provided by the first service provider, the client accessing the first network via a second network operated by a second network provider, wherein the service request includes a level of service that is to be provided to the service application. The level of service is communicated to the second network provider and, subsequent to receiving the service request, the level of service is purchased from the second network provider to guarantee the client the level of service when accessing the second network. | 06-12-2014 |
20160100204 | MEDIA MANAGEMENT BASED ON DERIVED QUANTITATIVE DATA OF QUALITY - Systems, methods, and computer readable media for media management provide a derived quantitative data of quality for video media files. The method embodiment comprises receiving a request for a video media file, identifying one or more video media files associated with the request, measuring at least one audio or visual quality associated with each video media file by analyzing at least one of: compression artifacts or grading for the each video media file, generating quantitative data based on the measured at least one audio or visual quality for the each video media file, and returning the quantitative data associated with the each video media file. Other features include the ability to compare, archive, filter, sort and select video media files based on the quantitative data. | 04-07-2016 |
Patent application number | Description | Published |
20080319745 | METHOD AND DEVICE FOR PROVIDING SPEECH-TO-TEXT ENCODING AND TELEPHONY SERVICE - A machine-readable medium and a network device are provided for speech-to-text translation. Speech packets are received at a broadband telephony interface and stored in a buffer. The speech packets are processed and textual representations thereof are displayed as words on a display device. Speech processing is activated and deactivated in response to a command from a subscriber. | 12-25-2008 |
20120151039 | Multicast Distribution of Incrementally Enhanced Content - A client system includes a processor configured to obtain multicast information for a content item, the multicast information including information about a multicast session for a base stream and additional multicast sessions for available incremental streams. The processor is also configured to determine an available bandwidth, and to join a set of initial multicast sessions based on the available bandwidth, the set of initial multicast sessions including the multicast session for the base stream and at least one of the additional multicast sessions for the incremental streams. The processor is also configured to monitor a network condition, and to perform an action based on the network condition, the action selected from the group consisting of joining another of the additional multicast sessions, leaving one of the initial multicast sessions, and a combination thereof. | 06-14-2012 |
20120290876 | System and Method for Delivering Content Over a Multicast Network - A system for delivering content over a network includes a server. The server is configured to divide the content into multiple segments, to create multiple data streams using the segments of the content, and to transmit each of the data streams via a respective multicast session, wherein a copy of each of the multiple segments is transmitted during a single time slot of the multicast session. | 11-15-2012 |
20120323986 | System and Method for Providing an Adjunct Device in a Content Delivery Network - A cache server receives content and an instruction indicating an event associated with the content that causes a processor to invoke a call out to an adjunct device. The instruction further indicates an operation that the adjunct device is to perform. The cache server detects the event associated with the content, halts a flow of the content in response to detecting the event associated with the content, passes via the call out the content to the adjunct device to perform the operation, receives from the adjunct device a response and resulting data from the operation, and performs an additional operation on the resulting data based on the response from the adjunct device. | 12-20-2012 |
20130003945 | Method and Device for Providing Speech-to-Text Encoding and Telephony Service - A machine-readable medium and a network device are provided for speech-to-text translation. Speech packets are received at a broadband telephony interface and stored in a buffer. The speech packets are processed and textual representations thereof are displayed as words on a display device. Speech processing is activated and deactivated in response to a command from a subscriber. | 01-03-2013 |
20130304466 | METHOD AND DEVICE FOR PROVIDING SPEECH-TO-TEXT ENCODING AND TELEPHONY SERVICE - A machine-readable medium and a network device are provided for speech-to-text translation. Speech packets are received at a broadband telephony interface and stored in a buffer. The speech packets are processed and textual representations thereof are displayed as words on a display device. Speech processing is activated and deactivated in response to a command from a subscriber. | 11-14-2013 |
20140089520 | System and Method For Delivering Content Over a Multicast Network - A system for delivering content over a network includes a server. The server is configured to divide the content into multiple segments, to create multiple data streams using the segments of the content, and to transmit each of the data streams via a respective multicast session, wherein a copy of each of the multiple segments is transmitted during a single time slot of the multicast session. | 03-27-2014 |
20140258359 | System And Method For Providing An Adjunct Device In A Content Distribution Network - A cache server receives content and an instruction indicating an event associated with the content that causes a processor to invoke a call out to an adjunct device. The instruction further indicates an operation that the adjunct device is to perform. The cache server detects the event associated with the content, halts a flow of the content in response to detecting the event associated with the content, passes via the call out the content to the adjunct device to perform the operation, receives from the adjunct device a response and resulting data from the operation, and performs an additional operation on the resulting data based on the response from the adjunct device. | 09-11-2014 |
20150156235 | System and Method For Delivering Content Over a Multicast Network - A system for delivering content over a network includes a server. The server is configured to divide the content into multiple segments, to create multiple data streams using the segments of the content, and to transmit each of the data streams via a respective multicast session, wherein a copy of each of the multiple segments is transmitted during a single time slot of the multicast session. | 06-04-2015 |
Patent application number | Description | Published |
20140071980 | SYSTEM AND METHOD FOR MANAGING TRAFFIC BURSTS ON A PER TENANT BASIS - A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like. | 03-13-2014 |
20140072115 | SYSTEM AND METHOD FOR DYNAMIC CONFIGURATION OF CONTACT CENTERS VIA TEMPLATES - A system and method for configuring routing logic for a contact center is provided. A plurality of routing templates is displayed for user selection. Each of the routing templates is associated with metadata defining one or more parameters of the corresponding routing template. A contact center administrator selects one of the displayed templates and further identifies an entry point to the contact center to which the selected routing template applies. The parameters defined for the selected template are displayed for prompting user input. The administrator provides input values for the displayed parameters. The user input values are saved in association with the corresponding parameters and further in association with the identified entry point. The saved user input values are then retrieved for routing a particular interaction arriving at the entry point. | 03-13-2014 |
20140072116 | SYSTEM AND METHOD FOR MANAGING TRAFFIC BURSTS FOR A PLURALITY OF TENANTS - A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like. | 03-13-2014 |
20140075009 | DYNAMIC MANAGEMENT AND REDISTRIBUTION OF CONTACT CENTER MEDIA TRAFFIC - A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like. | 03-13-2014 |
20140126708 | SYSTEM AND METHOD FOR OUT-OF-BAND COMMUNICATION WITH CONTACT CENTERS - A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel. | 05-08-2014 |
20140126714 | SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH CONTACT CENTERS - A method for connecting a website user to a contact center agent includes: monitoring user interaction associated with the website user; receiving a call request via the website; identifying an agent or an interactive voice response based on the monitored user interaction; and establishing a communication channel supported by a web browser between the website user and the identified agent or the interactive voice response. | 05-08-2014 |
20140129726 | METHOD OF CONTROLLING SESSION INITIATION PROTOCOL SESSIONS WITH STATE CHARTS - A method involves acts of receiving a Session Initiation Protocol (SIP) request, initiating by a computing device having a processor, a SIP session as a result of receiving the SIP request, executing, by the processor, a state chart implemented in the SIP server, communicating events by the computing device to the state chart, as the events occur in the SIP session, and changing states in the SIP session by the computing device, as the states are defined in the state chart, to completion of the SIP session. | 05-08-2014 |
20150358467 | SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH CONTACT CENTERS - A method for connecting a website user to a contact center agent includes: monitoring user interaction associated with the website user; receiving a call request via the website; identifying an agent or an interactive voice response based on the monitored user interaction; and establishing a communication channel supported by a web browser between the website user and the identified agent or the interactive voice response. | 12-10-2015 |
20150381808 | SYSTEM AND METHOD FOR OUT-OF-BAND COMMUNICATION WITH CONTACT CENTERS - A method for connecting a website user to a contact center includes: establishing a communication channel between a user and an agent of the contact center, the communication channel comprising a voice communication channel; establishing a supplemental channel between the user and the contact center for exchanging data between the user and the contact center; and storing the data exchanged in the supplemental channel in association with the communication channel. | 12-31-2015 |
Patent application number | Description | Published |
20100157979 | System and Methods for Improving Interaction Routing Performance - An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction. | 06-24-2010 |
20140126715 | SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH OPTIMIZED TRANSCODING - A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource. | 05-08-2014 |
20140153707 | DIALED STRING MATCHING AND CALL COST MINIMIZATION IN DIAL PLAN - A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call. | 06-05-2014 |
20140156330 | DISTRIBUTED AGENT RESERVATION IN SIP CLUSTER - A method for reserving agents for handling calls in a distributed contact center environment. A first module identifies, through interactions with other modules, an agent suitable for handling the call. A second module executes a hash function to identify a third module responsible for the agent, makes a request to the third module, to reserve the agent, and routes the call to the third module if the request is granted. | 06-05-2014 |
20140270142 | SYSTEM AND METHOD FOR DYNAMICALLY SELECTING A DIAL PLAN - As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan. | 09-18-2014 |
20140280720 | HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY - A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service. | 09-18-2014 |
20140341365 | DIALED STRING MATCHING AND CALL COST MINIMIZATION IN DIAL PLAN - A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call. | 11-20-2014 |
20140379936 | SYSTEM AND METHODS FOR IMPROVING INTERACTION ROUTING PERFORMANCE - An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction. | 12-25-2014 |
20150063557 | SYSTEM AND METHOD FOR WEB-BASED REAL TIME COMMUNICATION WITH OPTIMIZED TRANSCODING - A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource. | 03-05-2015 |
20160036972 | System and Method for Addressing Communication Issues for Contact Center Service Quality - A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session. | 02-04-2016 |
20160036980 | System and Method for Addressing Hard-To-Understand for Contact Center Service Quality - A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session. | 02-04-2016 |