Google Inc.

Verizon Patent and Licensing Inc.

Verizon Data Services Inc.

Tamiras Per Pte. Ltd., LLC

Juan Vasquez

Prashant B Desai

Parind S Poi

Mayuresh Mohan Hegde

Haridas Bhogade

Elliot G Eichen

Rezwanul Azim

Robert H Liao

Vinson Mok

Steve Osborn

Silviu Cristian Marghescu

Harkishin Nachnani

Saheylee Roy

Nazli Alagheband

Mel Patrick McCarthy

Claus Regenbrecht

Michael Runge

Santosh Bijur

David A Cathey

Ivo Daniel Carreira De Abreu

Meyuresh M Hegde

Chadd Thompson

George Gorney

An apparatus is provided for remotely rebooting Voice over Internet Protocol (VoIP) communication devices. In general, the apparatus remotely selects VoIP communication devices connected to a network, reboots the selected devices, and evaluates the status of each device. A processor allows a user to select VoIP communication devices connected to the network and receives inputs pertaining to the reboot operation, including a time input and search criteria. The processor communicates with the designated VoIP communication devices over a packet-switching network to instruct the devices to reboot and monitors each device. In this way, multiple VoIP communication devices may be rebooted from a remote location, and problems or issues that arise during the reboot process may be identified and addressed. An associated method and computer program product are also provided for remotely rebooting VoIP communication devices.

Apparatus for remotely rebooting VoIP communication devices and an associated method and computer program product

A computer-implemented technique includes storing keychains in a memory of a computer. A login identifier and a password are received from a mobile device. The login identifier and the password are verified. Subsequent to the verification, one of the keychains is downloaded from the computer to the mobile device. The keychain includes N keys that are each associated with one of M physical locks of M locking devices, where N and M are integers greater than or equal to 1. The M locking devices or another locking device are monitored. Information in a key log is recorded when each of the N keys is used on one of the M locking devices or the other locking device. The information includes a locking device identifier and a key identifier. The mobile device is alerted when each of the N keys is used based on the key log.

Near field communication based key sharing techniques

A computer-implemented method includes monitoring an environment external to a vehicle via a sensor of the vehicle or a mobile device. The monitoring includes recording audio or video signals based on an output of the sensor. Audio or image recognition is performed via the mobile device based on the audio or video signals. Based on results of the audio or image recognition, objects in an area through which the vehicle is to pass are detected. The method includes determining which ones of the detected objects satisfy a predetermined criteria. The predetermined criteria includes object features that are indiscernible or marginally discernible to a vehicle operator with a perception deficiency. Selected ones of the detected objects that satisfy the predetermined criteria are monitored. The vehicle operator is alerted of the selected ones of the detected objects with an alert predetermined to be discernible to the vehicle operator.

Vehicle and mobile device traffic hazard warning techniques

A system and method are described for providing support services via a virtual production environment. The system may include a help center interface, an agent interface, and a communications server running in association with a contact center manager application. The system may further include a reflector. The contact center manager application matches customers with suitable agents in the virtual production environment in the context of providing customer support in response to customer support requests. The method may include transmitting a customer support request to the contact center manager application, wherein a determination of whether a suitable agent is available is made by the contact center manager application; and connecting to a communications session corresponding to a session address provided by the contact center manager application for the customer device based on the determination.

State and availability monitoring for customer support services for multimedia conferences

Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.

Method and system for a gateway transfer

A system and method are provided for receiving inbound conventional calls and establishing real-time interconnectivity in a multimedia production environment. The system may include: a signaling unit; a contact center bell application, a particular reflector associated with a virtual hangout, and a contact center manager application. The system may further include a room manager application. The method may include: transmitting a call request to the integration unit, wherein call information corresponding to the call request is sent to the contact center manager; and connecting to the communications session, which corresponds to a virtual hangout identification received by the integration unit from the contact center manager based on the call information.

Inbound telephony orchestrator for hangout-based contact center platform

The present disclosure includes a system and method for handling customer service requests in a virtual computing environment supporting multimedia interactions. In some embodiments, the system includes an automated management tool for receiving a customer service request from a client device, a server for establishing an individualized communication session, and a plurality of available resources capable of being connected to the individualized communication session. In some embodiments, the method includes receiving and establishing a connection between an automated management tool and a client device, receiving a customer service request from the client device, establishing an individualized communication session, and providing resources to the individualized communication session.

Cloud based contact center platform powered by individual multi-party conference rooms

A method for removing voice messages in a voicemail system queue. The method includes acquiring data associated with a first call, including a voice message provided during the first call and a unique identifier assigned to the voice message of the first call. The method also includes receiving a second call and acquiring data for the second call, the data including information indicating whether the second call relates to a voice message previously provided to the voicemail system. The method also includes determining if the second call is related to the first call based on a comparison of at least a portion of the data for the second call and at least a portion of the data for the first call. The method also includes modifying the stored data associated with the first call if the second call is determined to be related to the first call.

Modifying voice messages stored in a voicemail system

The present disclosure includes a system and method for blended telephone network and computer network customer support interactions. The system may include a web server, one or more controllers, a telephone exchange, a monitoring server, and one or more client devices. The method may include receiving a multimedia support request, establishing a multimedia communications session, instructing a telephony application associated with the multimedia communications session to place a telephone call, routing and connecting the telephone call to an available endpoint, identifying the available endpoint when the telephone call is connected to the available endpoint, and transmitting an invitation to participate in the multimedia communications session to the available endpoint.

System and method for blended PSTN and computer network customer support interactions

Described are computer-based methods and apparatuses, including computer program products, for sharing control of a voice over internet protocol (VoIP) call. In some examples, the method includes establishing a direct connection between a VoIP endpoint device and a computing device associated with the VoIP endpoint device. The method further includes communicating, via the direct connection, VoIP control signaling between the VoIP endpoint device and the computing device. The method further includes modifying a VoIP call based on the VoIP control signaling.

Control signaling between VoIP phone and computing device

Described are computer-based methods and apparatuses, including computer program products, for voice over internet protocol (VoIP) phone authentication. In some examples, the method includes receiving an authentication request from a computing device; authenticating the computing device for access to a network based on the authentication request; determining if a VoIP endpoint device is associated with a network address associated with the authentication request; and authenticating the VoIP endpoint device if the VoIP endpoint device is associated with the network address.

VoIP phone authentication

A method may include receiving session control protocol messages to establish a session between a workstation and a user device. The session control protocol messages may include context information. The context information may include a browser history associated with the user of the user device. The method may further include establishing the session between the workstation and the user device. Further, the method may include displaying information on a display for an operator of the workstation, wherein the displayed information is based on the received context information.

Customer service contact

A system, method, and program product for realtime/neartime call analytics, the method comprising: receiving an inbound call connection; capturing a destination network address; initiating placement of a call; capturing first data of the initiating party and converting the first data to first data packets with time stamps and a first designation; creating a first audio stream; sending the first audio stream of audio data packets to an audio analytics service; capturing second data including audio data of the destination party and converting the second data to second data packets with time stamps and a second designation; creating a second audio stream; and sending the second audio stream of audio data packets to the audio analytics service.

System and process for realtime/neartime call analytics with speaker separation

A system for and method of providing a gateway transfer mechanism is presented. In one exemplary embodiment, the system and method of providing a gateway transfer mechanism may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.

Growing community of inventors

San Jose, CA, United States of America

Juan Vasquez