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11. 发明申请

US20060059361A1 Resetting access account passwords of a multitude of compartmentalized systems 失效
公开(公告)号：US20060059361A1
公开(公告)日：2006-03-16
申请号：US10937959
申请日：2004-09-10
申请人： Jonathan Paden , Bobby Sams , Kurt Joseph , Jon Harris , Antonio Green
发明人： Jonathan Paden , Bobby Sams , Kurt Joseph , Jon Harris , Antonio Green
IPC分类号： H04K1/00
CPC分类号： H04M3/382 , H04M3/493
摘要： A method for resetting access account passwords using an interactive voice response system (IVR) can include the step of the IVR receiving a user request to reset a password. Account identification data can be acquired. The acquired data can be matched to account information stored in at least one compartmentalized system. The matching can identify at least one access account for which the user request applies. The IVR can also receive account verification data and compare this data with data stored within the compartmentalized system associated with the identified access account. Based upon results of this comparison, the IVR can reset the password stored within the compartmentalized system. The IVR can be configured to reset passwords for several compartmentalized systems.

12. 发明申请

US20120093302A1 Dynamic Load Balancing Between Multiple Locations With Different Telephony System 失效
标题翻译：使用不同电话系统的多个位置之间的动态负载平衡
公开(公告)号：US20120093302A1
公开(公告)日：2012-04-19
申请号：US13327869
申请日：2011-12-16
申请人： Jonathan Paden , Bobby Sams , Jon Harris
发明人： Jonathan Paden , Bobby Sams , Jon Harris
IPC分类号： H04M1/64
CPC分类号： H04M3/5234 , H04M3/5237
摘要： A method includes receiving a call from a primary interactive voice response (IVR) system at a load-balancing IVR system. The primary IVR system routes a first percentage of calls to routing logic and a second percentage of calls to the load-balancing IVR system. A telephony system is selected from among a plurality of telephony systems based on agent availability data associated with call center sites of the plurality of telephony systems. The method includes routing the call to a routing protocol component of the routing logic, where the routing protocol component routes the call to a call center of the selected telephony system.
摘要翻译：一种方法包括在负载平衡IVR系统处接收来自主交互式语音应答（IVR）系统的呼叫。主IVR系统将路由逻辑的第一百分比呼叫路由到负载平衡IVR系统的第二百分比呼叫。基于与多个电话系统的呼叫中心站点相关联的代理可用性数据，从多个电话系统中选择电话系统。该方法包括将呼叫路由到路由逻辑的路由协议组件，其中路由协议组件将呼叫路由到所选择的电话系统的呼叫中心。

13. 发明授权

US07197130B2 Dynamic load balancing between multiple locations with different telephony system 有权
标题翻译：使用不同电话系统的多个位置之间的动态负载平衡
公开(公告)号：US07197130B2
公开(公告)日：2007-03-27
申请号：US10958632
申请日：2004-10-05
申请人： Jonathan Paden , Bobby Sams , Jon Harris
发明人： Jonathan Paden , Bobby Sams , Jon Harris
IPC分类号： H04M3/00
CPC分类号： H04M3/5234 , H04M3/5237
摘要： An allocation component allocates its received calls among a plurality of telephony systems including a first telephony system and a second telephony system. A first routing protocol (RP) component distributes those of the calls allocated to the first telephony system among a first plurality of call center sites. A second RP component distributes those of the calls allocated to the second telephony system among a second plurality of call center sites. A load-balancing Interactive Voice Response (IVR) system dynamically distributes its received calls between the plurality of telephony systems based on agent availability data associated with the first and second plurality of call center sites and the second plurality of call center sites. A primary IVR receives a plurality of calls and routes a first percentage thereof to the allocation component and a second percentage thereof to the load-balancing IVR system.
摘要翻译：分配组件在包括第一电话系统和第二电话系统的多个电话系统中分配其接收的呼叫。第一路由协议（RP）组件将分配给第一电话系统的呼叫的那些分配到第一组呼叫中心站点中。第二RP组件将分配给第二电话系统的呼叫的那些分配到第二组呼叫中心站点中。基于与第一和第二多个呼叫中心站点和第二多个呼叫中心站点相关联的代理可用性数据，负载平衡交互式语音响应（IVR）系统在多个电话系统之间动态地分配其接收到的呼叫。主IVR接收多个呼叫并将其第一百分比路由到分配组件，其第二百分比路由到负载均衡IVR系统。

14. 发明申请

US20060059362A1 Automated password reset via an interactive voice response system 失效
标题翻译：通过交互式语音应答系统自动重置密码
公开(公告)号：US20060059362A1
公开(公告)日：2006-03-16
申请号：US10937961
申请日：2004-09-10
申请人： Jonathan Paden , Bobby Sams , Kurt Joseph , Donna McCaffrey , Jon Harris
发明人： Jonathan Paden , Bobby Sams , Kurt Joseph , Donna McCaffrey , Jon Harris
IPC分类号： H04K1/00
CPC分类号： H04L63/083
摘要： A method for resetting Internet access account passwords can include the step of connecting a user with an interactive voice response system (IVR). At least one access account associated with the user can be determined. The IVR can validate that the user is authorized to access the access account. The IVR can then cause a password associated with the at least one access account to be reset. The IVR can also present the reset password to the user.
摘要翻译：用于重置互联网访问帐户密码的方法可以包括将用户与交互式语音响应系统（IVR）连接的步骤。可以确定与用户相关联的至少一个访问帐户。 IVR可以验证用户是否被授权访问访问帐户。然后，IVR可以使与至少一个访问帐户相关联的密码重置。 IVR还可以向用户显示重置密码。

15. 发明授权

US07660233B2 Reporting dial-up access problems using a real-time automated system 失效
标题翻译：使用实时自动化系统报告拨号访问问题
公开(公告)号：US07660233B2
公开(公告)日：2010-02-09
申请号：US10937960
申请日：2004-09-10
申请人： Jonathan Paden , Bobby Sams , Dennis Collins
发明人： Jonathan Paden , Bobby Sams , Dennis Collins
IPC分类号： G01R31/08
CPC分类号： H04M7/0024 , H04L12/2856 , H04L12/2876 , H04L43/0811 , H04M3/493 , H04M7/0057
摘要： A method for reporting and responding to dial-up connectivity problems can include the step of establishing a voice connection between a caller and an automated response system. The caller can be automatically prompted for a dial-up access number that is problematic for the caller. A determination can be automatically made as to whether the received dial-up access number is valid. A potential problem can be automatically reported to a network operations center responsible for the access number via a data connection. The caller can be automatically presented with at least one alternative dial-up access number via the voice connection.
摘要翻译：用于报告和响应拨号连接问题的方法可以包括在呼叫者和自动响应系统之间建立语音连接的步骤。呼叫者可以自动提示拨打访问号码，这对呼叫者来说是有问题的。可以自动确定接收的拨号访问号码是否有效。潜在问题可以通过数据连接自动报告给负责访问号码的网络操作中心。呼叫者可以通过语音连接自动呈现至少一个替代的拨号接入号码。

16. 发明授权

US07609825B2 Method and apparatus for automated billing and crediting of customer accounts 失效
标题翻译：用于自动计费和记入客户帐户的方法和设备
公开(公告)号：US07609825B2
公开(公告)日：2009-10-27
申请号：US11178651
申请日：2005-07-11
申请人： Antonio Green , Jonathan Paden , Bobby Sams
发明人： Antonio Green , Jonathan Paden , Bobby Sams
IPC分类号： H04M15/00 , H04M3/00
CPC分类号： H04M15/00 , G06Q10/0635 , G06Q30/04
摘要： An account management system (100) is coupled to a service center (101) serving a number of customers (108). The account management system has a communications interface (110), a memory (104), and a controller (102). The controller is programmed to monitor (202) service outages of the service center, detect (204) a service outage, identify (206) one or more customers affected by the service outage, and assign (208) a credit to each of the affected one or more customers.
摘要翻译：帐户管理系统（100）耦合到服务于多个顾客（108）的服务中心（101）。帐户管理系统具有通信接口（110），存储器（104）和控制器（102）。控制器被编程为监视（202）服务中心的服务中断，检测（204）服务中断，识别（206）受服务中断影响的一个或多个客户，并将（208）信用分配给每个受影响的一个或多个客户。

17. 发明申请

US20070041523A1 Method for identifying and responding to chronic callers in an interactive voice response system 审中-公开
标题翻译：用于在交互式语音应答系统中识别和响应慢性呼叫者的方法
公开(公告)号：US20070041523A1
公开(公告)日：2007-02-22
申请号：US11204455
申请日：2005-08-16
申请人： Jonathan Paden , Scott Newman , Bobby Sams , William Baldassari , Alex Yip
发明人： Jonathan Paden , Scott Newman , Bobby Sams , William Baldassari , Alex Yip
IPC分类号： H04M11/00 , H04M15/00 , H04M3/00 , H04M5/00
CPC分类号： H04M3/493 , H04M3/5175
摘要： An interactive voice response system (IVR) (100) has a communications interface (110), a memory (104), and a controller (102). The controller is programmed to monitor (202) a frequency of call activity for each caller, establish (208) a redirection criterion, and redirect (210) a caller to special services when the frequency of call activity of said caller satisfies the redirection criterion.
摘要翻译：交互式语音应答系统（IVR）（100）具有通信接口（110），存储器（104）和控制器（102）。控制器被编程为当所述呼叫者的呼叫活动的频率满足重定向标准时，监视（202）每个呼叫者的呼叫活动频率，建立（208）重定向标准，并将呼叫者重定向到特殊服务。

18. 发明授权

US07346152B2 Intelligently providing dialup access numbers using an automated voice response system 失效
标题翻译：使用自动语音响应系统智能提供拨号接入号码
公开(公告)号：US07346152B2
公开(公告)日：2008-03-18
申请号：US10965419
申请日：2004-10-14
申请人： Jonathan Paden , Bobby Sams , Kurt M. Joseph , Wei Li
发明人： Jonathan Paden , Bobby Sams , Kurt M. Joseph , Wei Li
IPC分类号： H04M11/00
CPC分类号： H04M3/42059 , H04M3/42348 , Y10S707/99933
摘要： A method for an automated voice response system to present access numbers to dial-up Internet users. The automated voice response system can perform the step of establishing a telephony communication with a party responsive to a received telephone call from the party. An indicator a service region within which dial-up Internet access is requested can be received by the automated voice response system. At least one data store can be queried for access numbers associated with the service region. A response to the querying step can be dynamically generated. The generated response can be customized specifically for the telephony communication. When the response includes at least one access number, the included access number or numbers can be presented to the party across the telephone communication.
摘要翻译：一种用于向拨号上网用户提供接入号码的自动语音应答系统的方法。自动语音响应系统可以执行与响应于从该方接收到的电话呼叫的一方建立电话通信的步骤。可以通过自动语音响应系统接收要求拨号上网的服务区域的指示符。可以查询与服务区域相关联的访问号码至少一个数据存储。可以动态生成对查询步骤的响应。生成的响应可以专门为电话通信定制。当响应包括至少一个接入号码时，所包括的接入号码或号码可以通过电话通信呈现给该方。

19. 发明申请

US20060083219A1 Using information about dialup access numbers in a service region to support customer service interactions 审中-公开
标题翻译：使用有关服务区域拨号访问号码的信息来支持客户服务交互
公开(公告)号：US20060083219A1
公开(公告)日：2006-04-20
申请号：US10965418
申请日：2004-10-14
申请人： Jonathan Paden , Bobby Sams , Wei Li , Dennis Collins , Ed Ramos
发明人： Jonathan Paden , Bobby Sams , Wei Li , Dennis Collins , Ed Ramos
IPC分类号： H04L12/66
CPC分类号： H04L12/5692 , H04M3/493 , H04M7/0024
摘要： A method for automatically providing output for a communication related to dialup Internet services. The method includes the step of determining an in-progress customer communication is related to dialup connectivity. A service region for the customer can be ascertained. A plurality of currently published dialup access numbers for the service region can be automatically fetched. For each fetched number, a status can be identified. At least one software engine automatically process the access number and status information. The at least one software engine can automatically perform at least one programmatic action resulting in output being supplied to at least one party participating in the customer communication, even though the party has not specifically requested the output.
摘要翻译：一种用于自动提供与拨号互联网服务有关的通信的输出的方法。该方法包括确定正在进行的客户通信与拨号连接相关的步骤。可以确定客户的服务区域。可以自动地获取用于服务区域的多个当前公布的拨号访问号码。对于每个获取的号码，可以识别状态。至少有一个软件引擎自动处理访问号码和状态信息。至少一个软件引擎可以自动执行至少一个编程动作，导致输出被提供给参与客户通信的至少一方，即使该方没有具体请求输出。

20. 发明申请

US20060085538A1 System and method for enhanced network monitoring 审中-公开
标题翻译：增强网络监控的系统和方法
公开(公告)号：US20060085538A1
公开(公告)日：2006-04-20
申请号：US10965420
申请日：2004-10-14
申请人： Scott Newman , Eric Bearden , Jason Savard , Jonathan Paden , Bobby Sams , Charles Kendall
发明人： Scott Newman , Eric Bearden , Jason Savard , Jonathan Paden , Bobby Sams , Charles Kendall
IPC分类号： G06F15/173
CPC分类号： H04L43/065 , H04L43/16
摘要： A system for monitoring a communication network for actual and potential network problems is provided. The system includes a communication tracking module to track network communications between at least one network-user device and a network service provider device during a predefined time interval. The network communications are based upon a user-supplied indication of a network problem. The system also includes a report generating module to generate a report based upon the network communications tracked, and a threshold determination module to determine whether the number of network communications exceeds a predetermined threshold.
摘要翻译：提供了一种用于监控实际和潜在网络问题的通信网络的系统。该系统包括通信跟踪模块，用于在预定义的时间间隔期间跟踪至少一个网络用户设备和网络服务提供商设备之间的网络通信。网络通信基于用户提供的网络问题指示。该系统还包括：报告生成模块，用于基于所跟踪的网络通信生成报告;以及阈值确定模块，用于确定网络通信的数量是否超过预定阈值。

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