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1. 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。

2. 发明申请

US20060140375A1 System and method for automatically notifying a customer via phone of service restoration 有权
标题翻译：通过服务恢复电话自动通知客户的系统和方法
公开(公告)号：US20060140375A1
公开(公告)日：2006-06-29
申请号：US11025617
申请日：2004-12-29
申请人： Jonathan Paden , Bobby Sams , Paul Dent , Scott Newman , Jon Harris , Stanford Pennington
发明人： Jonathan Paden , Bobby Sams , Paul Dent , Scott Newman , Jon Harris , Stanford Pennington
IPC分类号： H04M3/42
CPC分类号： H04M3/50 , H04M3/304 , H04M3/42059 , H04M3/487 , H04M2203/2016
摘要： An automated IVR apparatus for notifying entities of costumer-specific information. An automated IVR application that enables subscribers to check the status of their DSL line and to report problems in real time. A “Service Restoration Callback” application enables a service provider to automatically contact a customer via telephone when service is restored after an outage. The customer can configure parameters concerning the received callback. An outage detection module checks all available systems for the status of a customer's service on a real-time, customer-by-customer, call-for-call basis.
摘要翻译：一种用于向实体通知客户特定信息的自动化IVR设备。一种自动IVR应用程序，使用户能够检查DSL线路的状态并实时报告问题。 “服务恢复回拨”应用程序使服务提供商能够在停电后恢复服务时通过电话自动联系客户。客户可以配置有关接收回调的参数。中断检测模块可以实时，逐个客户，呼叫方式检查所有可用系统的客户服务状态。

3. 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。

4. 发明申请

US20060146992A1 System and method for real time monitoring an interactive voice response system 审中-公开
标题翻译：用于实时监控交互式语音应答系统的系统和方法
公开(公告)号：US20060146992A1
公开(公告)日：2006-07-06
申请号：US11026267
申请日：2004-12-30
申请人： Jonathan Paden , Scott Newman , Bobby Sams
发明人： Jonathan Paden , Scott Newman , Bobby Sams
IPC分类号： H04M1/64
CPC分类号： H04M3/493 , H04M3/2281 , H04M3/5175 , H04M3/527
摘要： The present invention provides a real-time system and method for monitoring an IVR system. An embedded IVR application monitors the IVR and sends a message in real time to an IVR client each time an IVR activity occurs. An IVR activity can be a receipt of a call or an input selection from a user, an IVR disconnect or another IVR action. The IVR application communicates in real time with the external client by sending and receiving messages in real time between the client and the IVR. The client also communicates with external systems that monitor IVR activity and apply business rules to the IVR activity. The business rules are applied to review the IVR activity to determine appropriate IVR responses and calculate network parameters such as a real time churn rate.
摘要翻译：本发明提供了一种用于监视IVR系统的实时系统和方法。嵌入式IVR应用程序监视IVR，每次发生IVR活动时，实时向IVR客户端发送消息。 IVR活动可以是从用户接收呼叫或输入选择，IVR断开或其他IVR动作。 IVR应用程序通过在客户端和IVR之间实时发送和接收消息，与外部客户端进行实时通信。客户端还与监视IVR活动的外部系统进行通信，并将业务规则应用于IVR活动。应用业务规则来检查IVR活动以确定适当的IVR响应并计算网络参数，例如实时流失率。

5. 发明申请

US20070043611A1 Method for correlating marketing effectiveness in an interactive voice response system 审中-公开
标题翻译：在交互式语音应答系统中相关营销效果的方法
公开(公告)号：US20070043611A1
公开(公告)日：2007-02-22
申请号：US11204496
申请日：2005-08-16
申请人： Scott Newman , John-Paul Roadman , Jonathan Paden , Richard Rhoades , Alex Yip
发明人： Scott Newman , John-Paul Roadman , Jonathan Paden , Richard Rhoades , Alex Yip
IPC分类号： G06Q30/00
CPC分类号： G06Q30/02 , G06Q30/0245
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) call volume by corresponding product, and correlate (206) extrinsic product advertisements to call volume.
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）。控制器被编程为通过相应的产品监视（202）呼叫量，并将（206）外在产品广告与呼叫量相关联。

6. 发明申请

US20060245557A1 Configurable interactive voice response messaging control and monitoring system and method 审中-公开
标题翻译：可配置的交互式语音响应消息传递控制和监控系统及方法
公开(公告)号：US20060245557A1
公开(公告)日：2006-11-02
申请号：US11119547
申请日：2005-05-02
申请人： Jon Paden , Bobby Sams , Robert Smith , Scott Newman , Troy Eppenbach
发明人： Jon Paden , Bobby Sams , Robert Smith , Scott Newman , Troy Eppenbach
IPC分类号： H04M11/00
CPC分类号： H04M3/493
摘要： A configurable interactive voice response messaging control and monitoring system (10) includes a user interface (16) enabling a dynamic selection of groups based on one or more among area codes, interactive voice response system locations, or call types, a database (18) containing a status of override messages accessible by the user interface, and an interactive voice response system (14) coupled to the database for playing override messages as dynamically controlled by criteria set in the database. The system can further include a network operating center (NOC) (26) coupled to the database for monitoring the status of override messages. The NOC can also be coupled to an enterprise telecom system (28) enabling monitoring of the status of override messages by one or more call centers (31, 32, 33) coupled to the enterprise telecom system. Note, override messages can also be controlled by responses to API triggers where an outage condition exists.
摘要翻译：可配置的交互式语音响应消息传递控制和监视系统（10）包括用户界面（16），其能够基于区域码，交互式语音响应系统位置或呼叫类型中的一个或多个来动态地选择组，数据库（18）包含由所述用户界面可访问的覆盖消息的状态;以及耦合到所述数据库的交互式语音响应系统（14），用于播放由数据库中设置的标准动态控制的覆盖消息。该系统还可以包括耦合到数据库的网络操作中心（NOC）（26），用于监视覆盖消息的状态。 NOC还可以耦合到企业电信系统（28），从而能够通过耦合到企业电信系统的一个或多个呼叫中心（31,32,33）监视覆盖消息的状态。注意，覆盖消息也可以通过对存在中断条件的API触发器的响应进行控制。

7. 发明授权

US07715536B2 Method and apparatus for reconstructing call paths in multiple telephony sessions 失效
标题翻译：用于在多个电话会话中重建呼叫路径的方法和装置
公开(公告)号：US07715536B2
公开(公告)日：2010-05-11
申请号：US11204456
申请日：2005-08-16
申请人： Jonathan Paden , Scott Newman , Doug Bruun , Jon Harris
发明人： Jonathan Paden , Scott Newman , Doug Bruun , Jon Harris
IPC分类号： H04M15/00 , H04M1/24
CPC分类号： H04M3/2218 , H04M3/2263 , H04M3/5175 , H04M2201/42
摘要： A network management system (100) has a communications interface (110), a memory (104), and a controller (102). The controller is programmed to retrieve (202) a plurality of call detail records (CDRs), reconstruct (208) call paths from attributes in the plurality of CDRs, and generate (210) extended CDRs from reconstructed call paths.
摘要翻译：网络管理系统（100）具有通信接口（110），存储器（104）和控制器（102）。控制器被编程为从多个CDR中的属性中检索（202）多个呼叫详细记录（CDR），重建（208）呼叫路径，并且从重构的呼叫路径生成（210）扩展的CDR。

8. 发明申请

US20100135476A1 Method and Apparatus for Reconstructing Call Paths in Multiple Telephony Sessions 有权
标题翻译：用于在多个电话会话中重建呼叫路径的方法和装置
公开(公告)号：US20100135476A1
公开(公告)日：2010-06-03
申请号：US12698017
申请日：2010-02-01
申请人： Jonathan Paden , Scott Newman , Doug Bruun , Jon Harris
发明人： Jonathan Paden , Scott Newman , Doug Bruun , Jon Harris
IPC分类号： H04M15/06 , H04M7/00
CPC分类号： H04M3/2218 , H04M3/2263 , H04M3/5175 , H04M2201/42
摘要： A network management system (100) has a communications interface (110), a memory (104), and a controller (102). The controller is programmed to retrieve (202) a plurality of call detail records (CDRs), reconstruct (208) call paths from attributes in the plurality of CDRs, and generate (210) extended CDRs from reconstructed call paths.
摘要翻译：网络管理系统（100）具有通信接口（110），存储器（104）和控制器（102）。控制器被编程为从多个CDR中的属性中检索（202）多个呼叫详细记录（CDR），重建（208）呼叫路径，并且从重构的呼叫路径生成（210）扩展的CDR。

9. 发明申请

US20070127438A1 Method and system for processing telephone technical support 审中-公开
标题翻译：电话技术支持处理方法及系统
公开(公告)号：US20070127438A1
公开(公告)日：2007-06-07
申请号：US11291499
申请日：2005-12-01
申请人： Scott Newman , Eric Bearden , John-Paul Roadman , Jonathan Paden
发明人： Scott Newman , Eric Bearden , John-Paul Roadman , Jonathan Paden
IPC分类号： H04L12/66
CPC分类号： H04L63/08 , H04M3/42068 , H04M3/487 , H04M7/0024
摘要： A system and method for processing telephone technical support is disclosed. The method and system monitor an authentication record comprising previous authentication attempts at a service provider, identify a user having at least one failed login attempt based upon the authentication record, monitor incoming telephone calls for a call from the user, and provide a response to the user related to an alternate login mechanism.
摘要翻译：公开了一种用于处理电话技术支持的系统和方法。所述方法和系统监视包括在服务提供商处的先前认证尝试的认证记录，基于所述认证记录来识别具有至少一个失败登录尝试的用户，监视来自所述用户的呼叫的传入电话呼叫，并且向所述用户提供响应用户与备用登录机制相关。

10. 发明申请

US20070044152A1 Method and apparatus for diagnosing and mitigating malicious events in a communication network 有权
标题翻译：用于诊断和减轻通信网络中的恶意事件的方法和装置
公开(公告)号：US20070044152A1
公开(公告)日：2007-02-22
申请号：US11204450
申请日：2005-08-16
申请人： Scott Newman , Michael Gooch , John-Paul Roadman , Jonathan Paden , Richard Rhoades
发明人： Scott Newman , Michael Gooch , John-Paul Roadman , Jonathan Paden , Richard Rhoades
IPC分类号： G06F12/14 , H04L9/32 , G06F11/00 , G06F11/30 , G06F12/16 , G06F15/18 , G08B23/00
CPC分类号： H04L63/1416 , G06F21/554 , G06F21/56
摘要： A controller (104) for managing operations of a communication network has a communication element (202) for monitoring data traffic of an IP address in the communication network and for controlling operations of the communication network, a memory for storage (204), and a processor (206) for controlling operations of the communication element, and the memory. The processor is programmed to select 302) an IP (Internet Protocol) address to analyze, monitor (304) for the effects of malicious software originating from the IP address utilized by one or more customers, detect (306) a suspected malicious event, and restrict (312) Internet access to one or more customers suspected of interrupting service of the communication network.
摘要翻译：用于管理通信网络的操作的控制器（104）具有用于监视通信网络中的IP地址的数据业务并用于控制通信网络的操作的通信元件（202），用于存储的存储器（204）和用于控制通信元件的操作的处理器（206）和存储器。处理器被编程为选择302）IP（因特网协议）地址来分析，监视（304）源自一个或多个客户使用的IP地址的恶意软件的影响，检测（306）可疑恶意事件，以及限制（312）对一个或多个怀疑中断通信网络服务的客户的互联网访问。

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