29 patents
Utility
System and Method for Switching a Communication Channel from a Data Network to a Cellular Network During Observed Audio/video Quality Degradation
13 Nov 19
A mobile device joins a communication session using a data communication channel.
Mehmet Balasaygun, Kurt Haserodt
Filed: 7 May 18
Utility
Binary caching for XML documents with embedded executable code
11 Nov 19
A method, system and voice browser execute voice applications to perform a voice-based function.
Lin Lin, Ping Lin
Filed: 28 Jun 15
Utility
Organizing speech search results
11 Nov 19
A method, system, and phonetic search engine are described that enable phonetic searches to have increased relevancy to the searcher.
Wendy J. Holmes, David Skiba
Filed: 12 May 16
Utility
Public non-company controlled social forum response method
11 Nov 19
Users may post issues and questions on public social media websites and other public forums.
David Skiba, Peter Finney, Andrew Maher
Filed: 7 May 14
Utility
Management of agent sessions for omnichannel predictive outbound
11 Nov 19
As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important.
Neil O'Connor, Amit Mishra, Joel Ezell
Filed: 18 Dec 17
Utility
Method and system for proximity-based content sharing
11 Nov 19
A system includes a combined NFC and Bluetooth interface that can interact with one or more other devices that also include the combined NFC and Bluetooth interface.
Jeff Gartner, Rabail Javed
Filed: 12 Jun 11
Utility
Contact center administration via text stream interaction
11 Nov 19
Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed.
John H. Yoakum, Tony McCormack
Filed: 16 Dec 14
Utility
Regulating Communication Comprising Access to Protected Data
6 Nov 19
Executable code, placed into a plurality of computing resources forming a distributed ledger, (e.g., “smart contracts”) are provided to enable communicating between parties without requiring trust or an intermediary, such as a broker or escrow service.
Neil O'Connor
Filed: 2 May 18
Utility
High availability take over for in-dialog communication sessions
4 Nov 19
When a communication session is established, a primary sequenced application is sequenced into the communication session.
Thorsten Ohrstrom Sandgren
Filed: 30 Sep 15
Utility
Call preservation for multiple legs of a call when a primary session manager fails
4 Nov 19
In response to a failure of a SIP dialog between a first communication endpoint and a first communication application (i.e., when a session manager fails), a first Session Initiation Protocol (SIP) INVITE with replaces header message received from the first communication endpoint.
Harsh V. Mendiratta, Tibor Lukac, Stephen Andrew Baker
Filed: 30 Mar 16
Utility
Quality of service for web real-time communication networks
4 Nov 19
A request to establish an encrypted media stream is received, by an edge server, for a Web Real-Time Communication (WebRTC) communication session between a first browser, and a second browser or gateway.
Manish Chatterjee, Biswajyoti Pal
Filed: 2 Dec 15
Utility
Call reconstruction sequenced application
4 Nov 19
Embodiments provide systems and methods for reconstructing a communication session upon a failure of a session manager by monitoring a communication session associated with a Universal Call IDentifier (UCID) and detecting a failure of the session manager.
David Chavez, Keith Cowley
Filed: 20 Mar 18
Utility
System and method for managing customer interactions in an enterprise
4 Nov 19
An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise.
Neil O'Connor, Tony McCormack
Filed: 8 Jun 14
Utility
Disturbance detection in video communications
4 Nov 19
Embodiments disclosed herein provide systems, methods, and computer readable media for detecting disturbances in a media stream from a participant on a communication.
John F. Buford, Mehmet C. Balasaygun, Keith Ponting, Wendy Holmes
Filed: 10 Aug 15
Utility
Method and system for altered alerting
4 Nov 19
The methods and systems of the present disclosure can configure, by a microprocessor, a message from a sending user to a recipient device; set, by the microprocessor, a reduced alert for the message, where the reduced alert is set by the sending user; and send the message to the recipient device, wherein the recipient device provides the reduced alert upon receipt of the message.
David Chavez
Filed: 21 Jan 18
Utility
System and method for adaptive multiple contact assignment
4 Nov 19
Embodiments of the present invention generally relate to a system and method for adaptively assigning multiple contacts to an agent determined by that agent's current metrics data or effectiveness measure.
Joylee E Kohler, Pawan Aggarwal, Kedar Swadi
Filed: 29 Sep 10
Utility
Temporary access of a user profile
28 Oct 19
A user profile is temporarily accessed by an accessor.
Tony McCormack, John H. Yoakum, David Skiba
Filed: 16 Nov 15
Utility
Enhanced privacy and agent control in a co-browsing session
28 Oct 19
Embodiments described herein provide systems and method for implementing privacy control in a co-browsing environment.
Gaurav Badge, Ramanujan S. Kashi, Biswajyoti Pal
Filed: 17 Dec 14
Utility
System and method for automated determining when to review an agent response process
28 Oct 19
A method and system automatically determines when to review an agent response.
Liam Loftus, Neil O'Connor, John McGreevy, Seamus Hayes
Filed: 7 Jan 15
Utility
Context-based assignment of customer service agents associated with document viewing sections
21 Oct 19
A computerized system determines when a viewer is viewing a certain portion of an electronic document.
Rajesh Kanade, Jitendra Wadhwa
Filed: 6 Jun 17