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：US08223954B2

公开(公告)日：2012-07-17

申请号：US11086794

申请日：2005-03-22

申请人： Lona N. Dallessandro ,  Kirk Mahoney ,  James Austin Britt ,  James Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

发明人： Lona N. Dallessandro ,  Kirk Mahoney ,  James Austin Britt ,  James Douglas Bruun ,  Rosalinda Garcia ,  Jonathan Paden ,  Ellen Pate ,  Kristina Robinson ,  Tom Wiatt

IPC分类号： H04M3/00 ,  H04M11/00

CPC分类号： H04M3/51 ,  H04M3/22

摘要： A system and method are disclosed for automating network performance to a customer support department that includes a passive listening device configured to monitor portions of a communication network. A performance database may be coupled to the passive listening device and configured to store network performance data. A customer relations module may be included and configured to receive a subscriber inquiry and to identify at least one monitored component of a communication network that affects the subscriber. The module may retrieve performance data on one or more components of the communication network to provide customer-specific communication performance data to the subscriber and/or the agent assisting the subscriber.

摘要翻译： 公开了一种用于使客户支持部门自动化网络性能的系统和方法，所述客户支持部门包括被配置为监视通信网络的部分的被动监听设备。 性能数据库可以耦合到被动监听设备并且被配置为存储网络性能数据。 客户关系模块可以被包括并被配置为接收用户询问并且识别影响订户的通信网络的至少一个受监视的组件。 模块可以检索通信网络的一个或多个组件上的性能数据，以向用户和/或协助用户的代理提供客户特定的通信性能数据。

公开(公告)号：US08036353B2

公开(公告)日：2011-10-11

申请号：US12560169

申请日：2009-09-15

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： A system that incorporates teachings of the present disclosure may include, for example, a method to monitor service outages of a service center, detect a service outage, identify one or more customers affected by the service outage, and assign a credit to each of the affected one or more customers. Additional embodiments are disclosed.

摘要翻译： 包含本公开的教导的系统可以包括例如监视服务中心的服务中断的方法，检测服务中断，识别受服务中断影响的一个或多个客户，并且向每个 影响一个或多个客户。 公开了另外的实施例。

公开(公告)号：US20080137815A1

公开(公告)日：2008-06-12

申请号：US12014396

申请日：2008-01-15

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： H04M1/64

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：US20070025533A1

公开(公告)日：2007-02-01

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

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：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。