Patent application number | Description | Published |
20120039448 | TESTING CALL ROUTING - A device may automatically place a call to a call routing device based on one of a list of numbers or addresses. The call may be forwarded by the call routing device to a call agent device. The device may also establish a session with the call agent device to which the call is forwarded by the call routing device and automatically receive, from the call agent device, a message that includes an identifier for a virtual call agent. The device may extract the identifier from the received message, compare the extracted identifier to an identifier that is associated with the call, and determine whether the call routing device correctly forwarded the call based on the comparison. | 02-16-2012 |
20120224681 | CONTACT CENTER ROUTING - A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call. | 09-06-2012 |
20120237016 | SYSTEM AND METHOD FOR OBSERVING A COMMUNICATION SESSION - An approach is provided for initiating a service observing session by tracking a number of concurrent service observing sessions to an automatic call distributor, and selectively restricting the number of concurrent sessions based on a predetermined restriction criterion. Each of the service observing sessions is established for a user to monitor a voice call involving an agent. | 09-20-2012 |
20120263293 | DYNAMIC UPDATE OF SKILLS DATABASE - A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device. | 10-18-2012 |
20140153703 | CONTACT CENTER CALL BACK - A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back. | 06-05-2014 |
Patent application number | Description | Published |
20080260137 | VOICE PORTAL COMMUNICATIONS - A method includes receiving a telephone call at a network device and forwarding the telephone call to a proxy device. The method also includes forwarding the telephone call, from the proxy device, to a first voice portal and determining that telephone call should be transferred to a second voice portal. The method further includes forwarding, by the first voice portal, a transfer request to the network device and forwarding, by the network device, the telephone call to a second voice portal. | 10-23-2008 |
20110069827 | METHOD AND SYSTEM FOR TRANSFER OF CALLS FROM AN IP BASED PHONE - A system for and method of providing a call transfer is presented. In one exemplary embodiment, the system and method of providing a call transfer may comprise receiving, via a network interface, a call at an IP based phone, the call originating from outside a network of the IP based phone, parsing one or more portions of call information to identify a unique network interface indicator associated with the network interface, receiving a request to transfer the call, and transferring the call to the network interface using the unique network interface indicator. | 03-24-2011 |
20110321178 | SYSTEM FOR AND METHOD OF DYNAMIC EXTENSION ASSIGNMENT - A system for and method of system for performing dynamic extension assignment is presented. In one exemplary embodiment, the method may comprise receiving, via a network, an extension assignment request associated with a network endpoint, identifying the network endpoint based on one or more properties of the network endpoint, applying one or more rules to identify an extension to be assigned to the network endpoint based on the one or more properties of the endpoint, and assigning the extension to the network endpoint. | 12-29-2011 |
20120261465 | Technical Support Systems and Methods - Exemplary technical support systems and methods are disclosed herein. An exemplary method includes a media content access device obtaining technical support request information from a user, encoding data representative of the technical support request information into a barcode, and providing the barcode for display on a display screen associated with the media content access device. The exemplary method may additionally or alternatively include a mobile device capturing an image of the displayed barcode and transmitting data representative of the image to a technical support subsystem. The exemplary method may additionally or alternatively include a technical support subsystem receiving data representative of the image of the barcode, decoding the barcode code to obtain the technical support request information, and performing one or more technical support operations in response to the technical support request information. Corresponding methods and systems are also disclosed. | 10-18-2012 |
Patent application number | Description | Published |
20090296914 | Method And System For A Gateway Transfer - Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information. | 12-03-2009 |
20090318111 | VOICE PORTAL TO VOICE PORTAL VOIP TRANSFER - A method includes receiving at a voice portal a telephone call from a caller and acquiring from the caller a billing telephone number. The method also includes determining, based on the billing telephone number, that the telephone call should be transferred to a specific call center; identifying an exchange number for the specific call center; assembling a refer message based on the billing telephone number and the exchange number of the specific call center; and sending the refer message to a network device. | 12-24-2009 |
20100158234 | METHOD AND SYSTEM FOR TRUNK INDEPENDENT GATEWAY TRANSFER OF CALLS - Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command. | 06-24-2010 |
20110069700 | SYSTEM FOR AND METHOD OF INFORMATION ENCODING - A system for and method of information encoding is presented. The system and method include encoding information within other information of a protocol, and then decoding the information and performing actions based on the decoded information. | 03-24-2011 |
20130215737 | Method and System for Trunk Independent Gateway Transfer of Calls - Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command. | 08-22-2013 |
20140037083 | SYSTEM FOR AND METHOD OF INFORMATION ENCODING - A system for and method of information encoding is presented. The system and method includes encoding information within other information of a protocol, and then decoding the information and performing actions based on the decoded information. | 02-06-2014 |
20140086400 | Method and System For A Gateway Transfer - Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information. | 03-27-2014 |
20140169549 | CALL OCCUPANCY MANAGEMENT - A device may receive a history of call volumes and statistics for a call queue. The device may also receive, for each of a number of agents that are associated with the call queue, a work schedule. The device may determine a projected call occupancy for the call queue based on the history of call volumes for the call queue and the work schedules; select a subset of agents, among the number of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time for which projected call occupancy is below a first threshold; and assign tasks, for the time, to the subset of agents. | 06-19-2014 |
20150016600 | TIERED CALL ROUTING - A computer device may include logic configured to receive a request to route a call from an interactive voice response system; obtain information associated with the call; and obtain one or more metrics associated with a plurality of automatic call distribution centers. The logic may be further configured to select a rule to route the call based on the information associated with the call; and select a particular automatic call distribution center for the call based on the selected rule, based on the obtained information associated with the call, and based on the obtained one or more metrics. | 01-15-2015 |
Patent application number | Description | Published |
20110265101 | NET-TIMER DAEMON - User space applications can utilize custom network protocol timers. A registration request is received from an application to register a custom timer. Responsive to receiving the registration request, a handle is created. The handle is a pointer to be used by the application to reference the custom timer. The handle is forwarded to the application. When a custom timer is required, a request to use a custom timer is received from an application. The kernel is then requested to start the custom timer. A determination is then made as to whether a receipt confirmation is received from the kernel before expiration of the custom timer. | 10-27-2011 |
20110276697 | Remote Session Management - Provided is reporting session information for a session upstream from a server. A data processing system receives a session handshake from a first client for a session between the server and the first client. The system receives a session-descriptor for a session between a second client and the first client before handling a nested session. The system determines whether a user has made an upstream session request. The system obtains session data from an upstream data structure, responsive to a determination that the user has made an upstream session request. The system renders the session data based on the upstream session request. | 11-10-2011 |
20120005671 | Hypervisor-Based Data Transfer - In a computer system having memory, at least one processor and a physical input-output adapter, the at least one processor generates logical partitions, including local logical partitions and an input-output logical partition. The logical partitions have respective local virtual adapters. The input-output logical partition has a shared virtual adapter configured to communicate with the physical input-output adapter, such that a plurality of the local logical partitions share the physical input-output adapter via the shared virtual adapter. The at least one processor provides communication for ones of the local virtual adapters of the local logical partitions directly with the physical input-output adapter by a hypervisor. | 01-05-2012 |
20120005683 | Data Processing Workload Control - Data processing workload control in a data center is provided, where the data center includes computers whose operations consume power and a workload controller composed of automated computing machinery that controls the overall data processing workload in the data center. The data processing workload is composed of a plurality of specific data processing jobs, including scheduling, by the workload controller in dependence upon power performance information, the data processing jobs for execution upon the computers in the data center, the power performance information including power consumption at a plurality of power-conserving states for each computer in the data center that executes data processing jobs and dispatching by the workload controller the data processing jobs as scheduled for execution on computers in the data center. | 01-05-2012 |
20120110665 | Intrusion Detection Within a Distributed Processing System - A computer implemented method monitors activity within a device driver layer of a computer. An arrival rate is identified within a device driver for the node. The arrival rate is a rate at which packets arrive at a network adapter of the node from all other nodes within a network. If the arrival rate exceeds at least one threshold, the node undergoes a state change. The at least one threshold delineates between a plurality of states for the node. | 05-03-2012 |
20120117572 | SELF-ADJUSTING APPLICATION HEARTBEAT MANAGEMENT - A method, system, and computer program product for a self-adjusting application heartbeat management process are provided in the illustrative embodiments. A first application receives from a second application, a response message in response to a heartbeat message. Information is identified in the response message usable for computing a delay in a future response message for a future heartbeat message, such that the information communicates to the first application a system condition existing in the second data processing system where the second application is executing. A response time is adjusted using the information to form a modified response time. The future response message is received after the response time. | 05-10-2012 |
20120143929 | VIRTUALIZED OPERATING SYSTEM ENVIRONMENT FILE-SYSTEM - A method, system, and computer program product for an improved virtualized operating system environment file-system are provided in the illustrative embodiments. A computer receives a write request for a part in the virtualized operating system environment file-system. The computer determines whether the part in the virtualized operating system environment file-system is a link to a second part in a host file-system. The computer, responsive to the part in the virtualized operating system environment file-system being the link, replaces the link with content of the second part the content replacing the link forming a writable copy of the part. | 06-07-2012 |
20130151721 | Remote Session Management - Provided is reporting session information for a session upstream from a server. A data processing system receives a session handshake from a first client for a session between the server and the first client. The system receives a session-descriptor for a session between a second client and the first client before handling a nested session. The system determines whether a user has made an upstream session request. The system obtains session data from an upstream data structure, responsive to a determination that the user has made an upstream session request. The system renders the session data based on the upstream session request. | 06-13-2013 |
Patent application number | Description | Published |
20090035928 | METHOD OF PROCESSING A HIGH-K DIELECTRIC FOR CET SCALING - A method of making a semiconductor device includes making a gate dielectric with an overlying gate electrode. The semiconductor device is made over a semiconductor layer. A high-k dielectric comprising hafnium zirconate is deposited over the semiconductor layer. The high-k dielectric is annealed at a temperature between 650 degrees Celsius and 850 degrees Celsius in an ambient comprising hydrogen and nitrogen. The gate electrode is formed on the high-k dielectric. The high-k dielectric function is for use in the gate dielectric. One affect is to improve the transistor performance while retaining or even improving the level of gate leakage. | 02-05-2009 |
20110308080 | METHOD FOR TESTING A CONTACT STRUCTURE - A method of testing a contact structure including exposing a gold layer of at least one contact structure of a support structure to a solution including glacial acetic acid and nitric acid; and determining a porosity of the gold layer of at least one contact structure after the exposing. | 12-22-2011 |
20130328137 | MODIFIED HIGH-K GATE DIELECTRIC STACK - A semiconductor fabrication method includes forming a gate dielectric stack on a semiconductor substrate and annealing the gate dielectric stack. Forming the stack may include depositing a first layer of a metal-oxide dielectric on the substrate, forming a refractory metal silicon nitride on the first layer, and depositing a second layer of the metal-oxide dielectric on the refractory metal silicon nitride. Depositing the first layer may include depositing a metal-oxide dielectric, such as HfO | 12-12-2013 |
20140284778 | Methods And Systems For Selectively Forming Metal Layers On Lead Frames After Die Attachment - Methods and systems are disclosed for selectively forming metal layers on lead frames after die attachment to improve electrical connections for areas of interest on lead frames, such as for example, lead fingers and down-bond areas. By selectively forming metal layers on areas of interest after die attachment, the disclosed embodiments help to eliminate anomalies and associated defects for the lead frames that may be caused by the die attachment process. A variety of techniques can be utilized for selectively forming one or more metal layers, and a variety of metal materials can be used (e.g., nickel, palladium, gold, silver, etc.). Further, cleaning can also be performed with respect to the areas of interest prior to selectively forming the one or more metal layers on areas of interest for the leaf frame. | 09-25-2014 |
20150214177 | COATING LAYER FOR A CONDUCTIVE STRUCTURE - A coating layer for use in copper integrated circuit interconnect and other conductive structures hinders and decreases oxide growth on surfaces of such conductive structures. The coating layer includes an amorphous copper containing layer deposited on a crystalline copper substrate, such as utilized for a lead frame and a bonding wire. Additional amorphous layers may be interposed between the amorphous copper containing layer and the copper substrate, such as an amorphous tantalum nitride layer and an amorphous titanium nitride layer. | 07-30-2015 |
20150279809 | STRUCTURE FOR ALUMINUM PAD METAL UNDER BALL BOND - A semiconductor structure is disclosed, wherein for a certain percentage of a plurality of bonding pads, the bonding pad metal may include a plurality of grains, wherein the plurality of grains may include a bonding grain. The bonding grain may have a width substantially the same as the width of the wire bonded to the bonding pad such that no grain boundaries are present below the wire bond. | 10-01-2015 |