公开(公告)号：US09167095B1

公开(公告)日：2015-10-20

申请号：US14296933

申请日：2014-06-05

Applicant: Verizon Patent and Licensing Inc.

Inventor： Albert M. Selvin ,  Manah M. Khalil ,  Senthil Muthusamy ,  Phillip W. Melancon ,  Somesh Sharma ,  Mohammad Salman

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/42 ,  H04M2203/401

Abstract: Call center personnel, i.e., company agents may be monitored and information from monitoring the call center agents may be presented on a portable device. The information from monitoring the call center agents may include various key performance indexes (KPIs) that enable the performance of the call center agents to be assessed. The KPIs may be updated in near-real time based on monitoring pending calls handled by the agents. Sound analytics may also be performed on the calls. Information regarding the call center agents may be graphically organized by the portable device so that call centers agents who may need assistance may be easily identified. The portable device may join a call. For example, a setting for a session associated with the call may be modified to include the manager device in the session.

Abstract translation: 可以监视呼叫中心人员，即公司代理，并且可以在便携式设备上呈现来自监控呼叫中心代理的信息。 来自监控呼叫中心代理的信息可以包括能够评估呼叫中心代理的性能的各种关键性能指标（KPI）。 可以基于由代理处理的待处理呼叫的监视，实时更新KPI。 也可以在呼叫上执行声音分析。 关于呼叫中心代理的信息可以由便携式设备图形地组织，使得可以容易地识别可能需要帮助的呼叫中心代理。 便携式设备可以加入呼叫。 例如，可以修改与呼叫相关联的会话的设置，以将管理器设备包括在会话中。

公开(公告)号：US20150086003A1

公开(公告)日：2015-03-26

申请号：US14035174

申请日：2013-09-24

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil ,  Ehssan Ghanem ,  Vijaya R. Challa

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/402 ,  H04M2203/556

Abstract: A computing device obtains call data for multiple calls received at a call center and plots individual calls of the multiple calls, based on the call data, against three behavioral measures related to agent activities. The computing device identifies an optimal zone, among the plotted individual calls, for a selected performance metric value over the three behavioral measures. The computing device also plots a particular agent's calls, based on the call data, against the three behavioral measures and identifies an agent's zone, among the plotted agent's calls, for the selected performance metric value. The computing device generates a visual model of the optimal zone and the agent's zone within the context of the three behavioral measures.

Abstract translation: 计算设备获取在呼叫中心接收的多个呼叫的呼叫数据，并且基于呼叫数据，针对与代理活动相关的三个行为措施来绘制多个呼叫的各个呼叫。 在三个行为测量中，计算设备在所绘制的各个呼叫中针对所选择的性能度量值识别最佳区域。 计算设备还根据呼叫数据针对三个行为测量绘制特定代理的呼叫，并且针对所选择的性能度量值在所绘示的代理的呼叫中标识代理的区域。 计算设备在三个行为措施的上下文中生成最佳区域和代理区域的视觉模型。

公开(公告)号：US11381586B2

公开(公告)日：2022-07-05

申请号：US16689476

申请日：2019-11-20

Applicant: Verizon Patent and Licensing Inc.

Inventor： Shoma Chakravarty ,  Manah M. Khalil

IPC: G06F21/00 ,  H04L9/40 ,  H04L67/306 ,  H04W72/04 ,  H04W24/08 ,  H04W12/121

Abstract: A method may include monitoring calls and/or traffic on a network and identifying behavior associated with each of a plurality of user devices with respect to activity on the network. The method may also include aggregating information about the behavior associated with the user devices, determining whether the aggregated information corresponds to an anomaly with respect to usage of the network and determining, when the aggregated information corresponds to the anomaly, whether the anomaly meets a threshold based on a type of anomaly and a number of user devices affected by the anomaly. The method may further include identifying, when the aggregated information corresponds to the anomaly, user devices in an area corresponding to the anomaly, generating a notification in response to determining that the aggregated information corresponds to the anomaly and transmitting the notification to the identified user devices in the area corresponding to the anomaly.

公开(公告)号：US20210152584A1

公开(公告)日：2021-05-20

申请号：US16689476

申请日：2019-11-20

Applicant: Verizon Patent and Licensing Inc.

Inventor： Shoma Chakravarty ,  Manah M. Khalil

IPC: H04L29/06 ,  H04W12/12 ,  H04W24/08 ,  H04W72/04 ,  H04L29/08

Abstract: A method may include monitoring calls and/or traffic on a network and identifying behavior associated with each of a plurality of user devices with respect to activity on the network. The method may also include aggregating information about the behavior associated with the user devices, determining whether the aggregated information corresponds to an anomaly with respect to usage of the network and determining, when the aggregated information corresponds to the anomaly, whether the anomaly meets a threshold based on a type of anomaly and a number of user devices affected by the anomaly. The method may further include identifying, when the aggregated information corresponds to the anomaly, user devices in an area corresponding to the anomaly, generating a notification in response to determining that the aggregated information corresponds to the anomaly and transmitting the notification to the identified user devices in the area corresponding to the anomaly.

公开(公告)号：US09906516B2

公开(公告)日：2018-02-27

申请号：US14813912

申请日：2015-07-30

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil

IPC: H04L29/06

CPC classification number: H04L63/0823 ,  H04L63/102

Abstract: A device may receive information associated with a user request to access a service using a first device. The information may include a user credential. The device may identify a second device associated with the user credential. The device may provide a notification, associated with the user request to access the service, to the second device, and may receive a response from the second device. The response may indicate to permit access to the service. The device may provide an instruction to permit the first device to access the service. The device may provide information that identifies services for which access has been permitted for the user credential. The device may receive an indication to prevent further access, for the user credential, to at least one service. The device may provide an instruction to prevent further access to the at least one service for the user credential.

公开(公告)号：US09529985B2

公开(公告)日：2016-12-27

申请号：US14278710

申请日：2014-05-15

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil ,  Vidhyaprakash Ramachandran ,  Vijay Vasu ,  Saikumar Dubagunta ,  Sugandha Venkatachalam ,  Jeffrey R. Wise ,  Michael R. Lamison

IPC: G06F7/04 ,  G06F21/31 ,  H04L29/06 ,  H04W12/06

CPC classification number: G06F21/31 ,  H04L29/06 ,  H04L63/0815 ,  H04L63/0884 ,  H04L63/10 ,  H04L63/102 ,  H04W12/06

Abstract: An authentication device may provide an authentication code to a third party device. The third party device may provide a third party service to which a client device has requested access. The authentication device may receive the authentication code from a mobile device that is different from the client device. The authentication device may determine a third party device identifier included in the authentication code. The third party device identifier may identify the third party device that provides the third party service. The authentication device may determine a transaction identifier included in the authentication code. The authentication device may selectively provide the transaction identifier to the third party device, identified by the third party device identifier, to cause the third party device to selectively permit the client device to access the third party service.

Abstract translation: 认证设备可以向第三方设备提供认证码。 第三方设备可以提供客户端设备已请求访问的第三方服务。 认证设备可以从与客户端设备不同的移动设备接收认证码。 认证设备可以确定认证码中包括的第三方设备标识符。 第三方设备标识符可以标识提供第三方服务的第三方设备。 认证设备可以确定认证码中包括的交易标识符。 认证装置可以选择性地将交易标识符提供给由第三方设备标识符标识的第三方设备，以使第三方设备选择性地允许客户端设备访问第三方服务。

公开(公告)号：US09474011B2

公开(公告)日：2016-10-18

申请号：US14341032

申请日：2014-07-25

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil ,  Siddharth Pandey

IPC: H04W24/00 ,  H04W48/02 ,  H04W52/02

CPC classification number: H04W48/02 ,  H04W8/18 ,  H04W52/0251 ,  H04W52/0254 ,  Y02D70/00 ,  Y02D70/1224 ,  Y02D70/1242 ,  Y02D70/1262 ,  Y02D70/142 ,  Y02D70/144 ,  Y02D70/146 ,  Y02D70/162 ,  Y02D70/166 ,  Y02D70/168 ,  Y02D70/22

Abstract: An approach is provided for enabling a subscriber to establish rules for controlling user interaction with a resource based on the activity of the user. A reactive control platform monitors a current activity of a user of a device, one or more services, or a combination thereof associated with a subscriber during access by the user to a network of a subscriber. The status of the user is determined based on the monitoring, profile information associated with the user, or a combination thereof. A request for input from the subscriber for specifying one or more rules to be enforced for affecting a use of the device, the one or more services, the network of the subscriber, or a combination thereof by the user is then generated based on the determination.

Abstract translation: 提供了一种用于使用户能够基于用户的活动来建立用于控制与资源的用户交互的规则的方法。 无用控制平台在由用户访问用户的网络期间监视设备的用户的当前活动，一个或多个服务或其与订户相关联的组合。 基于与用户相关联的监视，简档信息或其组合来确定用户的状态。 来自订户的用于指定用于影响用户的使用，一个或多个服务，用户的网络或其组合的一个或多个规则的请求，然后基于该确定 。

公开(公告)号：US20150081577A1

公开(公告)日：2015-03-19

申请号：US14029862

申请日：2013-09-18

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil ,  Vijaya Ramanaidu Challa ,  Suraj Nadubettu Kolathaya ,  Mohamed Adel Elsabrouty ,  Jassem Shakil ,  Krishnan Rajah ,  Chinmaya Chunduri

IPC: G06Q10/10

CPC classification number: G06Q10/105

Abstract: A method, a device, and a non-transitory storage medium having instructions stored thereon provide for the provisioning and management of user profiles of any given system by indicating the identity of the user as a set of properties and properties values rather than indicating the identity of the user by the functions that the user can and cannot do. The method, the device, and the non-transitory storage medium include attribute data that define permissions and non-permissions. A user profile is created based on a configurable mapping of the properties, properties values, and the attribute data. The method, the device, and the non-transitory storage medium allows an end user to create a user profile by selecting properties and properties values, and attributes are automatically linked to such selected properties and properties values.

Abstract translation: 具有存储在其上的指令的方法，设备和非暂时性存储介质通过将用户的身份指示为一组属性和属性值而不是指示身份来提供和管理任何给定系统的用户简档 通过用户可以和不能做的功能。 方法，设备和非暂时性存储介质包括定义许可和非许可的属性数据。 基于属性，属性值和属性数据的可配置映射创建用户配置文件。 方法，设备和非临时存储介质允许最终用户通过选择属性和属性值来创建用户简档，并且属性被自动链接到这样选择的属性和属性值。

公开(公告)号：US20140359462A1

公开(公告)日：2014-12-04

申请号：US13903498

申请日：2013-05-28

Applicant: Verizon Patent and Licensing Inc.

Inventor： Manah M. Khalil ,  Mohammad Y. Salman

IPC: G06F3/0484

CPC classification number: G06Q10/10 ,  G06Q30/01 ,  G06Q30/016 ,  H04L65/1053 ,  H04L65/1069 ,  H04L65/1096 ,  H04M3/5183 ,  H04M7/0024 ,  H04M2201/42

Abstract: Systems, methods, devices, and non-transitory storage media provide a web-based graphical user interface to allow a user to control a softphone of a user device. A context handler operates on the user device and manages a page context of the web-based graphical user interface. A call manager operates as a RESTful web service on the user device. The context handler and the call manager communicate using JavaScript Object Notation with Padding (JSONP) messages. The call manager includes a finite state machine that indicates a current state of the softphone. The call manager generates application programming interface calls to the softphone in response to receiving JSONP messages. The user interface is updated to reflect the current state of the softphone based on execution of user selections by the softphone. The context handler chunks data into multiple JSONP messages if data exceeds a data size limitation of the JSONP.

Abstract translation: 系统，方法，设备和非暂时性存储介质提供基于web的图形用户界面，以允许用户控制用户设备的软电话。 上下文处理器在用户设备上操作并且管理基于web的图形用户界面的页面上下文。 呼叫管理器在用户设备上作为RESTful Web服务运行。 上下文处理程序和调用管理器使用带有填充（JSONP）消息的JavaScript对象表示法进行通信。 呼叫管理器包括指示软电话的当前状态的有限状态机。 呼叫管理器响应于接收到的JSONP消息生成对软电话的应用程序编程接口调用。 更新用户界面以基于软电话的用户选择的执行来反映软电话的当前状态。 如果数据超出了JSONP的数据大小限制，则上下文处理程序将数据块分成多个JSONP消息。

公开(公告)号：US20140181311A1

公开(公告)日：2014-06-26

申请号：US13727204

申请日：2012-12-26

Applicant: VERIZON PATENT AND LICENSING INC.

Inventor： Laith Hussein ,  Sivanahamaiah Meda ,  Manah M. Khalil ,  Eric T. McLain

IPC: H04L29/08

CPC classification number: H04L67/141 ,  H04L67/1027

Abstract: A network device issues a globally unique identifier (GUID) to an application for use in a database read/write session. The network device determines a session key based on the GUID. The network device determines a total number of database nodes available to handle a read/write session with the application, and determines one of the database nodes to route a session to based on applying a modulo function to the session key and to the determined total number of database nodes. The network device, when determining the one of the database nodes to route the session to, applies the function (X mod Y)+1, where X is the session key and Y is the total number of database nodes available to handle the read/write session with the application.

Abstract translation: 网络设备向应用程序发出全局唯一标识符（GUID）以用于数据库读/写会话。 网络设备基于GUID确定会话密钥。 网络设备确定可用于处理与应用的读/写会话的数据库节点的总数，并且基于对会话密钥应用模函数和确定的总数确定数据库节点之一以路由会话 的数据库节点。 网络设备当确定数据库节点之一来路由会话时，应用函数（X mod Y）+1，其中X是会话密钥，Y是可用于处理读/写的数据库节点的总数， 与应用程序进行会话。