Telephonic communications patents - Monitor Patents
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Telephonic communications

Below are recently published patent applications awaiting approval from the USPTO. Recent week's RSS XML file available below.
Listing for abstract view: USPTO application #, Title, Abstract excerpt,Patent Agent. Listing format for list view: USPTO National Class full category number, title of the patent application.
  
10/02/2014 > 13 patent applications in 13 patent subcategories.

20140294161 - Methods and systems for automatically providing an emergency service call handler with context specific emergency service protocols: Methods and systems for providing emergency services protocols to a emergency service call taker are disclosed herein. A public safety answering point receives an emergency service phone call from a caller. The caller is placed in voice communication with an emergency call handler. The system monitors the voice communication between... Agent: Synergem Technologies, Inc.

20140294162 - Interactive voice response system and method with common interface and intelligent agent monitoring: A modular interactive voice recognition (“IVR”) overlay system and a method of processing calls. The system provides an application server, a plurality of agent workstations and a gaphical user interface (“GUI”) to allow a hybrid approach to processing calls using an automated IVR and live agents. The system and method... Agent:

20140294163 - Audio recording apparatus, audio recording method and audio recording program: An audio recording apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent... Agent:

20140294164 - Managing visual voicemail from multiple devices: A network device may include a memory to store a database including voicemail message information associated with a voicemail mailbox, a transmitter, and a receiver. The transmitter may send a notification to each of a plurality of communication devices, the notification including an indication of a number of new voicemail... Agent:

20140294165 - Intelligent switching system for voice and data: A teleconferencing system for voice and data provides interconnections among user sites via a central station. User stations at user sites each alternate operation between a data mode connecting a user computer and modem to a user telephone communication path and a voice mode connecting a telephony circuit to the... Agent: Global Technologies, Inc.

20140294166 - Method and apparatus for providing special call handling for valued customers of retailers: The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer... Agent:

20140294167 - Terminal, server, and method for actively providing information based on communication contents: A terminal for actively providing information based on communication contents of a communication session. The terminal comprises a display unit that divides at least one of a schedule, Apps, REC, information regarding a matter of interest, and a contact into categories and displays, according to the categories, at least one... Agent: Lg Uplus Corp.

20140294168 - System and method for providing call-back options: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least... Agent:

20140294169 - Low latency distributed aggregation for contact center agent-groups on sliding interval: A method and system for aggregating and reporting data from a plurality of data sources in a contact center is provided. The method includes: maintaining by a computer device the data for a sliding interval including a plurality of panes, the data including an ongoing component for ongoing events and... Agent:

20140294170 - Audio recording apparatus, audio recording method and audio recording program: An audio recording apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent... Agent:

20140294171 - Multi-node predictive dialing for scalability: Multiple-nodes (multiple media servers) can be deployed in a single outbound calling system. Agent nailups can be established with the media servers, on a one-to-one basis (an agent is nailed up to only one of the media servers at any given time). Predictive dialing can be performed by each of... Agent: Siemens Enterprise Communications Gmbh & Co. Kg

20140294172 - Method and system for automatically routing a telephonic communication: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer... Agent:

20140294173 - Headset base with holder for mobile communication device: A headset base unit comprising a base housing, a first connection device, by means of which the headset base unit is connectable to at least one telecommunication device, such as a desk phone or a PC phone. Furthermore, the headset base unit comprises a second connection device, by means of... Agent:

  
09/25/2014 > 6 patent applications in 5 patent subcategories.

20140286480 - Method of processing telephone voice output, software product processing telephone sound, and electronic device with telephone function: A method of processing telephone voice output is applied in an electronic device with telephone function. When any one of the two communicators is a hearing-impaired user, at least one of the electronic devices will obtain the corresponding voice adjustment parameters according to the receiver identification of the hearing-impaired user.... Agent:

20140286481 - Method and system for using conversational biometrics and speaker identification/verification to filter voice streams: A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for... Agent:

20140286482 - Data processing device and non-transitory computer readable medium: A data processing device includes: a receiving unit that receives data; a transfer processing unit that specifies a destination of the data received by the receiving unit, and in accordance with an information processing device of the specified destination, determines a data form of the data to be transferred to... Agent: Fuji Xerox Co., Ltd.

20140286484 - Index of suspicion determination for communications request: The risk that an incoming emergency call is a prank call is presented in real-time to the called party, in the form of, e.g., an index of suspicion. An index of suspicion aggregation server quantifies, qualifies, and aggregates risks, suspicions, and/or threats relevant to a call center to formulate a... Agent: Telecommunication Systems, Inc.

20140286483 - Party information for data-capable communication device: Detailed information about a party can be provided during interparty communication. Data-capable mobile devices query at least a public database to retrieve information about a set of parties engaged in communication. The results of the database query are employed to provide detailed caller identification and detail functionality to telephones or... Agent: At&t Intellectual Property I, L.p.

20140286485 - Monitoring and providing access to back to back scheduled conference calls: A method for monitoring and providing access to back to back scheduled conference calls within a teleconferencing system. The method includes receiving a call and a password entry from a caller. The method includes determining the password entry is valid for a scheduled conference call. The method includes determining the... Agent: International Business Machines Corporation

  
09/18/2014 > 59 patent applications in 39 patent subcategories.

20140270093 - System and method for handling call recording failures for a contact center: A system and method for handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device,... Agent:

20140270094 - Diagnostic engine: A diagnostic engine for remotely analyzing a fault of a telecommunication line includes a first measurement module adapted to be coupled to a termination of the line and adapted to measure first line characteristics according to a Metallic Line Testing measurement technique; a fault detection module to detect, based upon... Agent: Alcatel-lucent

20140270095 - Method for identifying fault location in network trunk: A method of estimating a location of a fault in a network including the detection of a status of nodes connected to a head end of the network via a trunk of the network as being in-service or out-of-service. A node is considered out-of-service when the head end loses communication... Agent: General Instrument Corporation

20140270096 - Cordless telephone system and safety management system: Provided is a cordless telephone system including a base unit (100) connected to a telephone line and a handset (200) configured to transmit and receive radio waves to and from the base unit via wireless channel, wherein the handset includes a strength measurement unit (20) configured to measure a radio... Agent: Panasonic Corporation

20140270097 - Cordless telephone system and monitoring system: Provided is a cordless telephone system including a base unit (100) connected to a telephone line and a handset (200) configured to transmit and receive radio waves to and from the base unit (100) via wireless channel, wherein the base unit (100) or the handset (200) includes a strength measurement... Agent: Panasonic Corporation

20140270098 - Methods and systems for storage and retrieval of originating caller location information in an emergency services system: Methods and systems for the storage and retrieval of originating caller location information in an emergency services system are disclosed. Subscriber information from a telephone service provider is received by a NG-911 service provider, the subscriber information including a subscriber telephone number and an associated subscriber address. The service provider... Agent: Synergem Technologies, Inc.

20140270100 - Methods and apparatuses for call management on a hearing-impaired side of hearing-impaired communcation systems: Methods and apparatuses for enabling electronic communication with a hearing-capable user and a hearing-impaired user are disclosed. An identified entry is selected from a database comprising one or more entries, wherein each of the one or more entries is associated with a contact of the hearing-impaired user and includes one... Agent:

20140270099 - Methods, devices and systems for creating or sharing a visual indicator pattern: Methods, apparatuses, and devices for creating or sharing a visual indicator pattern for indicating a condition of an incoming communication. A storage device stores a plurality of visual indicator patterns for displaying on a spatial visual indicator. A user interface is configured to receive a command from a user. Responsive... Agent:

20140270102 - System for text assisted telephony: A system and method for providing captioned services comprising a relay, an assisted user's captioned device including a processor programmed to perform the steps of establishing a first communication link between the captioned device and a hearing person's device, receiving voice signals from the hearing person via the first communication... Agent:

20140270101 - Systems and related methods for visual indication of an occurrence of an event: Systems and methods are disclosed for visually indicating an occurrence of an event. A spatial visual indicator system comprises a spatial visual indicator including a plurality of illuminatable elements configured in at least a two-dimensional arrangement. The spatial visual indicator displays a visual indicator pattern corresponding to a detected event.... Agent: Sorenson Communications, Inc.

20140270103 - Devices, methods, and systems for mass notification: Devices, methods, and systems for mass notification are described herein. One method includes receiving, by an operator station, a selection associated with a particular paging group of a fire network associated with a facility, receiving an audio message by the operator station, and communicating the audio message to the particular... Agent: Honeywell International Inc.

20140270105 - Network recording and speech analytics system and method: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first... Agent:

20140270104 - System and method for recording calls in a webrtc contact center: A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes... Agent: Avaya Inc.

20140270109 - Customer portal of an intelligent automated agent for a contact center: A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile... Agent:

20140270111 - Implementing a network of intelligent virtual service agents to provide personalized automated responses: An intelligent virtual service agent implemented on a computer platform with a processor and a memory is assigned a responsibility to automatically interact with different users via different mediums across a communication network when a predetermined characteristic of content provided by the users is identified. Content provided by a user... Agent: At&t Intellectual Property I, L.p.

20140270108 - Intelligent automated agent and interactive voice response for a contact center: A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a... Agent:

20140270106 - Method and system for interactive telephone waiting: A customizable interactive voice response system and method. The customizable interactive voice response system and method can include a menu presented after a phone number associated with an interactive voice response (IVR) system is dialed; an introductory message; a prompt for a personal identification number (PIN); a communication link that... Agent:

20140270107 - Repeat contact engine: Systems and methods of handling customer contacts at a customer care system that streamline the handling of such customer contacts based on information about previous contacts received from the same customers. The system includes a repeat contact engine, which is connectable to at least one data/communications network. The repeat contact... Agent:

20140270110 - Systems and methods for cloud voicemail and two way communication: Systems and methods for cloud voicemail and two way communication. In some embodiments a method for providing answering service via an answering device comprises associating an answering service for a telephone number of a user with the answering device; enabling the answering device to receive at least one call targeted... Agent: Appforest LLC

20140270112 - Voice print tagging of interactive voice response sessions: Embodiments of the invention provide a method, system and computer program product for voice print tagging for interactive voice response (IVR) session management. In an embodiment of the invention, a method of voiceprint tagging for IVR session management is provided. The method includes establishing an IVR session for a caller... Agent: International Business Machines Corporation

20140270113 - Voice print tagging of interactive voice response sessions: Embodiments of the invention provide a method, system and computer program product for voice print tagging for interactive voice response (IVR) session management. In an embodiment of the invention, a method of voiceprint tagging for IVR session management is provided. The method includes establishing an IVR session for a caller... Agent: International Business Machines Corporation

20140270114 - System and method for analyzing and classifying calls without transcription: A facility and method for analyzing and classifying calls without transcription. The facility analyzes individual frames of an audio to identify speech and measure the amount of time spent in speech for each channel (e.g., caller channel, agent channel). Additional telephony metrics such as R-factor or MOS score and other... Agent: Marchex, Inc.

20140270115 - Electronic message aggregation and sharing system and apparatus: In one aspect of the invention, a communications device is described to include novel software for aggregating voice and other messages from various communications media and presenting the user with a display of same, ordered by medium, date of receipt, source etc. The software also comprises a user-friendly man-machine interface... Agent:

20140270116 - System and method for delivering a targeted message to a calling party: A system and method performed by a telephony system for delivering a targeted message to a calling party is disclosed. The system and method includes receiving a request for communication originating from a calling device and directed to a recipient and accessing a contact history associated with the calling device.... Agent: Vonage Network LLC

20140270117 - System and method for prompt modification based on caller hang ups in ivrs: In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how... Agent: At&t Intellectual Property Ii, L.p.

20140270118 - Method and apparatus for fail-safe control of recordings: A method for fault-tolerant recording of calls of a PBX, comprising concurrently receiving metadata of calls of a PBX by a plurality of computerized apparatuses, generating unique identifiers for each of the calls such the unique identifiers that are common between the plurality of the computerized apparatuses, activating a first... Agent: Nice-systems Ltd

20140270119 - System and method for providing contact center services in a hybrid operations environment: A system and method for providing contact center services in a hybrid operations environment. A first controller in a first operations environment is configured to receive a first message for establishing a media session, and transmit a request for media service. A media controller in a second operations environment is... Agent:

20140270120 - Preconfigured sender communication: Methods and systems are described for allowing a calling party to provide a provisional message for a called party. In one aspect, when the calling party places a call to the called party and does not receive an answer, the calling party may choose to have the provisional message delivered.... Agent: Comcast Cable Communications, LLC

20140270121 - Method for apparatus for routing application programming interface (api) calls: A method and apparatus for routing Application Programming Interface (API) calls from a partner entity to a telephony service provider (TSP) network are provided herein. In some embodiments, a method for routing API calls may include receiving a first message including an API call and a partner API key used... Agent:

20140270122 - Serial protocol for agile sample rate switching: The invention provides a communication protocol and serial interface having an approximately fixed interface clock and capable of accommodating a variety of communication rates. The interface employs a variable-length frame that may be expanded or reduced to obtain a desired communication rate, even though the interface clock rate is held... Agent: Agere Systems LLC

20140270123 - Method and apparatus for controlling a computer to implement telephone functions with an enhanced minidialer function: An enhanced telephone emulation computer system including a minidialer program for controlling a computer to add telephony functions which can be invoked from whatever active program is currently controlling the computer. The minidialer program controls the computer to alter its processing depending upon the context existing at the time when... Agent:

20140270124 - Individual location tracking in detention environments: Methods for permitting a log in to a restricted access communications terminal are provided. In one aspect, a method includes receiving a request from a user to access a communications terminal, the request including a first authentication provided by the user, and verifying the first authentication provided by the user.... Agent: Telmate, LLC

20140270125 - Admission control of a communication system: Aspects of the disclosure relate to admission control of a communication session in a network. The admission control can be implemented by a network node at the boundary of the network or a subsystem thereof. In one aspect, the admission control can be implemented during a predetermined period and can... Agent: Comcast Cable Communications, LLC

20140270126 - Call management for secure facilities: A method for controlling a call in a first controlled facility includes connecting an inmate in the first controlled facility to the call when each party of the call is verified, testing incoming audio on the call to detect a controlled facility tone from a second controlled facility, and transmitting... Agent: Telmate LLC

20140270127 - Shared lock control: The present disclosure is directed to methods and systems for setting a lock state for a second device in a system, where the system includes a server, a first device in communication with the server, and the second device in communication with the server, the method including: (a) a user... Agent: Avaya Inc.

20140270128 - Content display terminal selection system: Call information acquiring means 111 and 161 each acquire call session information of a call established between a user's call terminal 100 and an operator's call terminal 170. A content display terminal selecting means 103 causes the user to select a display terminal to be used for displaying content. A... Agent: Nec Corporation

20140270129 - Systems and methods for conference calling using personal url: Systems and methods are disclosed for managing conference calling using a URL assigned to a conference call organizer. One method includes receiving, from a conference call organizer, a request to be placed into a conference call associated with a URL assigned to the organizer; and receiving, from a prospective conference... Agent: Speek Inc.

20140270130 - Integrating a pbx-equipped client and an on-demand database service: In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped... Agent: Salesforce.com, Inc.

20140270131 - Communication system with message prioritization mechanism and method of operation thereof: A method of operation of a communication system includes: processing a communication event by a control module; identifying a contact list entry from the communication event; calculating an urgency based priority for the communication event; generating a pending communication list, having the urgency based priority for displaying on a display... Agent: Samsung Electronics Co., Ltd.

20140270132 - User partitioning in a communication system: Systems and methods for routing an incoming service request to one of a plurality of pod units are described. A communication system can be provided that includes a plurality of pods each having a first pod serving a first subset of user accounts associated with a hosted PBX system. The... Agent: Ringcentral, Inc.

20140270136 - Adaptive thresholding: The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change... Agent: Avaya Inc.

20140270135 - Computer-implemented system and method for efficiently facilitating appointments within a call center via an automatic call distributor: A computer-implemented system and method for facilitating appointments within a call center is provided. A list of agents within a call center is received from a user. Each agent is associated with a call queue and handles incoming customer calls to the call queue. An availability of each of the... Agent:

20140270137 - Global logging and analysis system: An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information... Agent: Avaya Inc.

20140270139 - Methods and system for analyzing multichannel electronic communication data: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment... Agent: Mattersight Corporation

20140270138 - Secret transfers in contact centers: A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least... Agent: Avaya Inc.

20140270141 - Call event tagging and call recording stitching for contact center call recordings: A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event... Agent:

20140270140 - Methods and system for analyzing multichannel electronic communication data: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment... Agent: Mattersight Corporation

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... Agent:

20140270134 - Agent statistics by location: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further... Agent: Avaya Inc.

20140270133 - Real-time predictive routing: The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality... Agent:

20140270143 - Method and system for serving customers in a contact center: A contact center for processing a work request is provided. The contact center includes a queuing module operable to add a contact of a customer in a first work queue for processing of the work request received. Further, the contact center includes an interactive module to prompt the customer for... Agent: Avaya Inc.

20140270144 - Public safety answering point language detection: A Public Safety Answering Point (PSAP) is disclosed. The PSAP is configured to enable the detection of language preferences, capabilities, or inabilities and, based on such detection, assist the PSAP agent in assisting the PSAP caller. The PSAP may additionally or alternatively utilize the detection of language information to assist... Agent: Avaya Inc.

20140270145 - Answer based agent routing and display method: A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes... Agent: Avaya Inc.

20140270146 - Back office services of an intelligent automated agent for a contact center: A back office services of an intelligent automated agent for a contact center is provided. The back office services is configured to run on a processor coupled to a non-transitory storage device. The back office services includes: a customer profile module configured to access a profile of a customer from... Agent: Genesys Telecommunications Laboratories, Inc.

20140270147 - System and method for a predictive customer experience: Systems and methods for identifying a customer include storing account information, the account information including one or more associated phone numbers and an account number, the account number having a last 4-digit portion, receiving a phone number, comparing the phone number to the account information of various account holders to... Agent: Capital One Financial Corporation

20140270148 - Acoustic echo cancellation using a variable length adaptive filter: An audio conferencing system having a base station, a loud speaker and one or more microphones generally operates to receive a F.E. audio signal, play the signal, and to receive a N.E. audio signal at the microphone that includes the F.E. audio signal modified by an echo path and a... Agent:

20140270150 - Apparatus with dynamic audio signal pre-conditioning and methods therefor: An apparatus includes an echo canceller having an audio signal input and an audio signal output and dynamic pre-conditioning logic. The dynamic pre-conditioning logic is operatively coupled to the echo canceller audio signal output as a feedback signal and has a dynamic pre-conditioning logic output operatively coupled to the echo... Agent: Motorola Mobility LLC

20140270149 - Clipping based on cepstral distance for acoustic echo canceller: Echo cancellation is provided in a telephone device by calculating a metric value indicative of a similarity between a representation of an incoming signal from a far end talker and a representation of an outgoing signal from a near end talker. A threshold value is derived based on the metric... Agent: Texas Instruments Incorporated

20140270151 - Controlling mute function on telephone: A telephone device and a method and for controlling a mute function in the telephone device. While the mute function is active, voice recognition software in the telephone device processes sound detected by a microphone in the telephone device to recognize and identify one or more specific words as having... Agent: International Business Machines Corporation

  
09/11/2014 > 42 patent applications in 19 patent subcategories.

20140254771 - Systems and methods for characterizing transmission lines using broadband signals in a multi-carrier dsl environment: Using DSL modems as data collectors, the modems processes the data to, for example, allow easier interpretation of the line characteristics. In particular, the modems postprocess the data including calibration, filter compensation, determination of the SNR medley from the bits and gains tables and rate conversion. The interpretation process uses... Agent: Aware, Inc.

20140254772 - Unusual event detection in a telecommunications network: Measures for detecting unusual communication session events in a telecommunications network. A Markov model for events occurring in communication sessions conducted in the network is maintained. The maintaining includes assigning a probability of occurrence metric to a plurality of event sequences in the conducted communication sessions. In response to a... Agent: Metaswitch Networks Ltd

20140254773 - Emergency calling techniques: Embodiments of the invention provide systems and methods for handling emergency calls. According to one embodiment, handling an emergency call can comprise receiving an emergency call from a calling number, determining whether the calling number has been ported from an original geographic location to a new geographic location, determining a... Agent: Bandwidth.com, Inc.

20140254774 - System and method for generating and facilitating comment on audio content: A computer-implemented system and method for generating audio content using a telephony system. The method includes receiving a telephone call initiation request through a computer implemented graphical interface, initiating a telephone call to a selected telephone number, recording at least a portion of the telephone call to generate audio content,... Agent: Harqen, LLC

20140254775 - System and method for assisting agents of a contact center: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments... Agent: Avaya Inc.

20140254776 - System and method for managing a contact center: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of... Agent: Avaya Inc.

20140254777 - System and method for multi-modal audio mining of telephone conversations: A system and method for the automated monitoring of inmate telephone calls as well as multi-modal search, retrieval and playback capabilities for said calls. A general term for such capabilities is multi-modal audio mining. The invention is designed to provide an efficient means for organizations such as correctional facilities to... Agent: Global Tel*link Corp.

20140254778 - Systems and methods for identifying a caller: Systems and methods for authenticating callers are disclosed that may obtain identifying data and a voice print, and compare the voice print to one or more stored voice prints. Further, one or more initial scores may be calculated based on the data and the comparison, and a confidence interval score... Agent: Victrio, Inc.

20140254779 - Integrated cmos multi-mode drivers: A multi-mode line driver circuit designed to be fabricated in a CMOS process and capable of supporting a plurality of operating modes corresponding, for example, to different profiles of communication standards such as xDSL standards. The line driver circuit incorporates integrated mode switches with a two-stage amplifier architecture to relax... Agent: Broadcom Corporation

20140254780 - Method and system for integrating a pbx-equipped client and an on-demand database service: In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped... Agent: Salesforce.com, Inc.

20140254781 - Smarter telephony & e-mail protocols: An apparatus for filtering telephone calls includes a fee module, an exemption list module, a call module, a matching module, and a fee waiver module. The fee module charges a fee to a caller for an incoming call made by the caller to a user. The fee is specific to... Agent: International Business Machines Corporation

20140254782 - Enhanced call return in a communications network: Methods for enabling enhanced call return in a communications network is disclosed. In some embodiments, the method includes receiving an incoming telephone call from a caller, wherein the incoming telephone call identifies a subscriber as a callee thereof; capturing caller-specific information for the caller, wherein the caller-specific information includes at... Agent: At&t Intellectual Property I, L.p.

20140254783 - Home gateway terminal system: A method of accessing a dedicated phone or Internet service at a remote location includes providing a system having a terminal, a phone, and a USB stick that is adapted to be used with a data-only communication device. The terminal has a phone jack that is coupled to a dedicated... Agent:

20140254784 - Terminal equipment for providing an additional call processing service, and method for operating same: Disclosed are a call processing supplementary service providing terminal device and an operation method thereof. The device includes: terminal operator configured to detect current state of the terminal device and provide an event signal corresponding to the detected current state; and a service provider configured to, when at least one... Agent:

20140254785 - Dynamic device pairing with control session establishment: A communication system, method, and components are described. Specifically, a communication method is disclosed which enables a media device and control device to be dynamically paired to one another and a control link call to be established between the media device and the control device. The control link call can... Agent: Avaya Inc.

20140254786 - Reporting on call center data across multiple concurrent activity sources: Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of... Agent:

20140254787 - Enhanced quality monitoring: A system for enhanced quality monitoring, comprising a call record server operating on a network-connected computing device, a quality monitoring analysis server operating on a network-connected computing device that receives and analyzes call records from the call record server, a quality monitoring database that stores analysis results, and a monitoring... Agent: Zoom International S.r.o.

20140254788 - Communication between a mobile device and a call center: According to certain embodiments of the disclosure, a processor determines whether an application is launched on a mobile device. The application is stored locally on the mobile device. When the application is launched on the mobile device, a unique identifier associated with a session of the application launched on the... Agent: Bank Of America Corporation

20140254789 - Customer-enabled evaluation and control of communication center agent contact: A communication center has agents operating at workstations and enabled to interact with customers, a router for routing incoming transactions from customers to agents, and routing rule sets associated with specific customers. Individual ones of the rule sets include one or more contact constraints set by the customer associated with... Agent: Genesys Telecommunications Laboratories, Inc.

20140254790 - System and method for selecting agent in a contact center for improved call routing: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or... Agent: Avaya Inc.

20140254791 - Control and management of power saving link states in vectored tdd transmission systems: An apparatus comprising a first transceiver unit (TU) for coupling to a first subscriber line, at least one next TU for coupling to at least one next subscriber line, and a processor coupled to the first TU and the at least one next TU, wherein the processor is configured to... Agent: Futurewei Technologies, Inc.

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