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。

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。

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。

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。

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。

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。

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。

公开(公告)号：US20060056287A1

公开(公告)日：2006-03-16

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： H04L12/26 ,  H04J3/14 ,  H04J1/16 ,  H04L1/00 ,  H04L12/28

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。

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。

公开(公告)号：US20060262717A1

公开(公告)日：2006-11-23

申请号：US11135238

申请日：2005-05-23

申请人： Thomas Wiatt ,  Bobby Sams

发明人： Thomas Wiatt ,  Bobby Sams

IPC分类号： H04J3/14

CPC分类号： H04M7/0069 ,  H04Q2213/13039 ,  H04Q2213/13298 ,  H04Q2213/13389

摘要： A network includes a telephone line connecting user and CO DSL devices. The CO device connects through a broadband network to an ISP such that a DSL path extends from the user device over a digital path of the telephone line to the CO device and through the broadband network to the ISP to enable a DSL connection to be established between the user and the ISP. The CO device connects through the PSTN to the ISP such that an analog path extends from the user device over an analog path of the telephone line to the CO device and through the PSTN to the ISP to enable a dial-up connection to be established between the user and the ISP. A user uses the user device to establish a DSL connection. The user device automatically establishes a dial-up connection to replace the DSL connection upon the DSL connection being interrupted.

摘要翻译： 网络包括连接用户和CO DSL设备的电话线。 CO设备通过宽带网络连接到ISP，使得DSL路径从用户设备通过电话线的数字路径延伸到CO设备，并且通过宽带网络延伸到ISP，以使DSL连接能够在 用户和ISP。 CO设备通过PSTN连接到ISP，使得模拟路径从用户设备通过电话线路的模拟路径延伸到CO设备，并且通过PSTN到ISP，以实现在两者之间建立拨号连接 用户和ISP。 用户使用用户设备建立DSL连接。 当DSL连接被中断时，用户设备自动建立拨号连接来替换DSL连接。