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。

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：US07624278B2

公开(公告)日：2009-11-24

申请号：US10937959

申请日：2004-09-10

申请人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

发明人： Jonathan Paden ,  Bobby Sams ,  Kurt M. Joseph ,  Jon Harris ,  Antonio Green

IPC分类号： G06F21/00 ,  G06F7/04 ,  G06F13/00 ,  H04M3/38 ,  H04M3/53 ,  G06F1/00

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.

摘要翻译： 使用交互式语音响应系统（IVR）重置访问帐户密码的方法可以包括IVR接收用户重置密码的请求的步骤。 帐户识别数据可以获取。 获取的数据可以与存储在至少一个分区系统中的帐户信息相匹配。 匹配可以标识至少一个用户请求适用的访问帐户。 IVR还可以接收帐户验证数据，并将该数据与存储在与所识别的访问帐户相关联的分区系统中的数据进行比较。 根据比较结果，IVR可以重置存储在分区系统中的密码。 IVR可以配置为重置几个分区系统的密码。

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：US20060182252A1

公开(公告)日：2006-08-17

申请号：US11048426

申请日：2005-02-01

申请人： Jon Harris ,  Jon Paden ,  Paul Dent ,  Bobby Sams

发明人： Jon Harris ,  Jon Paden ,  Paul Dent ,  Bobby Sams

IPC分类号： H04M3/42

CPC分类号： H04M3/5237 ,  H04M3/51 ,  H04M3/58

摘要： In a call transfer system (110) a computer program can transfer a calling party (102A) communicating with a first agent (106A) at a first communication switch when said first communication switch does not support automated call transfers. The computer program includes instructions for receiving (212) a call from the first agent, selecting (224) a second agent (106B) at a second communication switch according to a request received from the first agent, connecting (226-228) the second agent at the second communication switch with one or more of a group of parties comprising the calling party and the first agent, and activating automated call transfers at the second communication switch.

摘要翻译： 在呼叫转移系统（110）中，当所述第一通信交换机不支持自动呼叫转移时，计算机程序可以以第一通信交换机传送与第一代理（106A）通信的主叫方（102A）。 计算机程序包括用于从第一代理接收（212）呼叫的指令，根据从第一代理接收到的请求，在第二通信交换机处选择（224）第二代理（106B），连接（226-228） 在第二通信交换机处的第二代理，具有包括主叫方和第一代理的一组方的一个或多个，以及在第二通信交换机处激活自动呼叫转移。

公开(公告)号：US20060109974A1

公开(公告)日：2006-05-25

申请号：US10996127

申请日：2004-11-23

申请人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

发明人： Jonathan Paden ,  Jon Harris ,  Paul Dent ,  Bobby Sams

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/42

CPC分类号： H04M3/51 ,  H04M3/5166 ,  H04M3/5237 ,  H04M3/58

摘要： In a method and system for transferring an inbound call received by a first agent, input information describing agent authentication and call destination is received from the first agent. The first agent is directed to conference in the inbound call in response to receiving the input information. A first sequence of tone signals is generated in response to the conference. After placing the inbound call on hold, a ‘wait for digits’ signal identifying a carrier servicing the inbound call is detected. A carrier dependent transfer sequence is selected for transferring the inbound call from the first agent to a second agent preferably without the inbound call being hair pinned through the first agent.

摘要翻译： 在用于传送由第一代理接收到的入站呼叫的方法和系统中，从第一代理接收描述代理认证和呼叫目的地的输入信息。 响应于接收输入信息，第一代理被引导到入站呼叫中的会议。 响应于会议产生第一音调信号序列。 在将入局呼叫置于保持状态之后，检测到识别为入站呼叫提供服务的载波的“等待数字”信号。 选择与载体相关的传输序列，用于将入站呼叫从第一代理传送到第二代理，优选地，不将入站呼叫通过第一代理头发固定。

公开(公告)号：US08660256B2

公开(公告)日：2014-02-25

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： H04M3/00

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：US08571199B2

公开(公告)日：2013-10-29

申请号：US13457988

申请日：2012-04-27

申请人： Jon Paden ,  Bobby Sams

发明人： Jon Paden ,  Bobby Sams

IPC分类号： H04M3/00

CPC分类号： H04M3/5166 ,  H04M3/5233 ,  H04M2203/551

摘要： A call routing system stores includes a processor that retrieves account information from a storage and identifies a previously provided telecommunications service that was provided to the party based on the account information. The processor restricts access to telecommunications services based on the identified previously provided telecommunications service and determines additional telecommunications services, distinct from the previously provided telecommunications service, desired by the party. The processor receives a selection from the party of the additional telecommunications services and processes a service request from the party based upon the selection by the party. A routing element suppresses routing of the call to a service center that provides the previously provided telecommunications service that was provided to the party, and routes the call to a service center that provides the additional telecommunications services selected by the party.

摘要翻译： 呼叫路由系统存储包括处理器，其从存储器检索帐户信息，并且基于帐户信息识别提供给该方的先前提供的电信服务。 处理器基于所识别的先前提供的电信服务来限制对电信服务的访问，并且确定与该方所期望的先前提供的电信服务不同的附加电信服务。 处理器从附加电信服务的一方接收选择，并根据该方的选择处理来自该方的服务请求。 路由元件抑制呼叫路由到提供先前提供给该方的电信服务的服务中心，并将该呼叫路由到提供该方选择的附加电信服务的服务中心。

公开(公告)号：US08159934B2

公开(公告)日：2012-04-17

申请号：US12642302

申请日：2009-12-18

申请人： Jon Paden ,  Bobby Sams ,  Dennis Collins

发明人： Jon 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 server for automatically handling dial-up connectivity problems via a voice connection can include a controller to interface with a caller during a voice call, query a network operations center using a data connection to determine whether a dial-up number associated with the caller and received by the server is out of service, and present alternative dial-up numbers during the voice call without prompting the caller for further information. Other embodiments are disclosed.

摘要翻译： 用于通过语音连接自动处理拨号连接问题的服务器可以包括在语音呼叫期间与呼叫者接口的控制器，使用数据连接查询网络操作中心以确定与呼叫者相关联的拨号号码，以及 由服务器接收的服务器不在服务中，并且在语音呼叫期间呈现替代拨号号码，而不提示呼叫者进一步的信息。 公开了其他实施例。

公开(公告)号：US07978835B2

公开(公告)日：2011-07-12

申请号：US11025617

申请日：2004-12-29

申请人： Jonathan Paden ,  Bobby Sams ,  Paul L. Dent ,  Scott Andrew Newman ,  Jon Harris ,  Stanford E. Pennington, Jr.

发明人： Jonathan Paden ,  Bobby Sams ,  Paul L. Dent ,  Scott Andrew Newman ,  Jon Harris ,  Stanford E. Pennington, Jr.

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 customer-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： 一种用于通知实体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。