Verizon Data Services Inc.

Verizon Patent and Licensing Inc.

Fariborz Ebrahimi

Amit Singh

Dinyar Kavouspour

Amar Nageswaram

Roopa Kotha

Akash Jain

Tao Yang

Bipin Sakamuri

Nikhil Goel

Vijay Arumugam

Pichappan Pethachi

Tao Pan

Kaushhik Pillalamarri

Khaldoun Sabagh

Youzhong Liu

Miguel Quiroga

Patrick Smith

Mohammad Azzam

Shadman Zafar

Syed Zafar Beyabani

Jeffrey M Getchius

Mahesh Rajagopalan

Renu Chipalkatti

Alin L D'Silva

Sumit Singh

Vittal N Gunturu

Chethan Makam

Kevin Trottier

Walid Hassan

Swapneel H Desai

Zouhair Sebati

Shaygan Kheradpir

Ashequs Samad

Kannan Thillai Chidambaram

Chad Young

John Taneyhill

Swamynathan Kuppuswamy

Gurucharan Manadavadiprakash

M Reza Ghaffari

Edy Setaiwan

Rupesh Kumar

Edy Setiawan

A method comprising receiving radio frequency tracker identifiers stored by tags associated with items; evaluating the radio frequency tracker identifiers based on radio frequency tracker identifiers previously received or concurrently received; identifying one or more radio frequency tracker identifiers based on the evaluating; selecting a rule from a set of rules when it is determined that an event occurred with respect to the identified one or more radio frequency tracker identifiers, wherein the set of rules correlates with information included in the radio frequency tracker identifiers and the selected rule pertains to an occurrence of the event; selecting a responsive action based on the selected rule; and generating a notification defined by the selected responsive action.

Rule-based tracking of products based on intelligent identifiers

An approach is disclosed for providing a community portal for chat-based support services. Chat sessions corresponding to customer support service are established among multiple users and one or more agents. A community of the users is created during the chat sessions.

System and method for providing a community portal for chat-based support services

Exemplary systems and methods for managing support cases based on support issues received by way of social media outlets are disclosed. An exemplary method includes a social media management subsystem receiving data representative of a support issue by way of a social media outlet, establishing a support case based on the support issue, displaying a portal configured to facilitate management of a plurality of support cases including the support case, receiving a request to assign the support case to one or more backend support subsystems, transmitting data representative of the support case to the one or more backend support subsystems, and monitoring one or more actions performed by the one or more backend support subsystems to address the support issue. Corresponding methods and systems are also disclosed.

Methods and systems for managing support cases based on support issues received by way of social media outlets

An approach is disclosed for providing an integrated call and chat conferencing system. A first participant joins in a conference, wherein the first participant communicates over a voice session. The voice session is converted into a text stream and stored. A second participant joins in the conference, wherein the second participant communicates over a chat session. The stored converted text stream is presented to second participant.

System and method for providing call and chat conferencing

A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.

Guiding calls via graphical user interface

An approach is disclosed for providing a managed chat session. An agent establishes a chat session with a user for customer support. Information from the user is received via the chat session, wherein the information is used to determine customized content to be presented to the user over the chat session for duration of the chat session.

System and method for providing agent managed support via instant messaging

Systems and methods for providing a messaging service may comprise receiving first user credentials and second user credentials corresponding to first user and second user respectively. In addition, systems and methods for providing a messaging service may include generating first capabilities and second capabilities, the first capabilities being based on roles corresponding to the first user and the second capabilities being based on roles corresponding to the second user. Moreover, systems and methods for providing a messaging service may include allowing a messaging session between the first user and the second user based on the first capabilities and the second capabilities.

Methods and systems for providing a messaging service

Providing data form management may comprise receiving form definition data, transforming the form definition data into an internal data structure, and storing the internal data structure in a form definition data table. In addition, providing data form management may comprise creating a form input data table corresponding to the form definition data table and notifying a form datastore that caches the internal data structure stored in the form definition data table. Furthermore, receiving the form definition data may further comprise providing a data page including at least one form component being user arrangeable on the data page and providing the ability to move, add, or delete at least one form component on the data page. The form definition data may define one of the form component or the location of the form component on the data page.

Methods and systems for providing data form management

Systems and methods for defining a form navigational structure associated with at least one node in a process flow may comprise selecting a node form for the at least one node in the process flow, the node form identifying a plurality of displayable forms. Furthermore, the systems and methods may include defining a plurality of node steps for the node, each node step corresponding to a displayable screen associated with a subset of the plurality of displayable forms. Moreover, the systems and methods may include establishing a hierarchical tree structure associating the plurality of node steps, branches in the hierarchical tree structure having associated validation rules.

Methods and systems for defining a form navigational structure

An interface can serve as a client-mainframe interface, enabling clients to develop applications without a need to understand mainframe processes and screen flows. Extended Tool Command Language (Tcl) can define services that can include a series of interactions with a mainframe system and service definitions can be added or updated on the interface during operation of the interface without disrupting processing. The service definitions can enable the interface to receive XML requests from a client, parse the XML requests, execute the service scripts to interact with the mainframe systems, generate the result in a XML format and send the XML file back to the client. Fundamental Mainframe Interactions (FMI) commands can interact with the mainframe systems and enable the specification of the XML structure of the request and response. The interface can provide efficient connection pooling management and connection life cycle control to improve the performance of the mainframe system interactions.

Screen scraping interface

Systems and methods for integrating a messaging service with an application may comprise integrating a front end of the application with the messaging service. Furthermore, systems and methods for integrating a messaging service with an application may comprise integrating a messaging service login and an application login, the messaging service login being associated with the messaging service and the application login being associated with the application. Moreover, systems and methods for integrating a messaging service with an application may comprise configuring the messaging service to initiate business logic based upon at least one of opening a session with the messaging service and closing a session with the messaging service.

Methods and systems for integrating a messaging service with an application

A server is configured to receive an input file or table that includes a number of data elements, where the data elements include some sensitive data elements of different types; identify each of the different types of sensitive data elements; identify a subset of the sensitive data elements that corresponds to each of the different types of sensitive data elements; simultaneously perform data masking operations on the sensitive data elements to create masked sensitive data elements, where a separate one of the data masking operations is performed on each of the subsets of the sensitive data elements; generate an output file or table that includes the data elements from the input file or table, where the sensitive data elements, of the input file or table, are replaced with the masked sensitive data elements; and output or store the output file or table.

Data masking and unmasking of sensitive data

Methods and apparatus for a unified communications manager via instant messaging are provided. In particular, a user may interface with a user service center to use applications via an instant messaging service to manage various aspects of their communications such as their phone calls, voice mail, email, and instant messages. A user may also manage their contact information and profile, such as rules for how calls are forwarded to the user. Thus, a user is provided a unified communications manager to implement rules and conditions across a wide variety of devices and networks.

Method and apparatus for unified communication management via instant messaging

Providing capabilities management and user administration may include assigning a first profile including at least one role to a first user, the first profile having a first privilege comprising a first function and having a corresponding first target role set comprising at least one role. In addition, providing capabilities management and user administration may include assigning a second profile comprising at least one role to a second user. Furthermore, providing capabilities management and user administration may include providing the first user the ability to perform the first privilege on the second user if each role in the second profile has a corresponding matching role in the first target role set.

Methods and systems for providing capability management and user administration

Growing community of inventors

Arlington, VA, United States of America

Fariborz Ebrahimi