Carl F Schoeneberger

US Patent:

6411684, Jun 25, 2002

Filed:

Apr 7, 1998

Appl. No.:

09/056592

Inventors:

Robert S. Cohn - Saratoga CA
Gregory M. Vaudreuil - Dallas TX
Carl F. Schoeneberger - Dallas TX
David M. Reece - Arlington TX
Carlton C. ONeal - Dallas TX
Carl W. Kalbfleisch - Richardson TX
Mark B. Whipple - Dallas TX
James R. Swoopes - Plano TX
Alan T. Huch - Dallas TX
Michael P. Dimitroff - Dallas TX

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

H04M 1100

US Classification:

379 8814, 379 8813, 379 8819, 379 8822

Abstract:

A communications system ( ) is provided which comprises a plurality of network hubs ( ), ( ), and ( ). Network hubs ( ), ( ), and ( ) are interconnected through a communications network ( ). The system ( ) interconnects messaging systems ( ), ( ), ( ), ( ), ( ), ( ), ( ), ( ), ( ) and ( ) having disparate capabilities and using disparate communications protocols. The network hubs use numbers of connection processors ( ) and ( ) to interact with the messaging systems. A hub database ( ) and message store ( ) are used to store control information and messaging information within the network hubs. A network processor ( ) is used to interact with other hubs within the communications system ( ). A message router ( ), connection manager ( ), data replicator ( ), and an administrative event manager ( ) are used to control the operations of-the hub in processing a message. A management server ( ) and a event processor ( ) are used by communications system ( ) to manage the internal operations of each of the network, hubs.

US Patent:

7012888, Mar 14, 2006

Filed:

Jul 31, 2003

Appl. No.:

10/632649

Inventors:

Carl Schoeneberger - Dallas TX, US
Justin Broughton - Alameda CA, US
Michael P. Dimitroff - Sunnyvale CA, US

Assignee:

Nuasis Corporation - San Jose CA

International Classification:

G01R 31/08

US Classification:

370217, 370242, 370352, 370401

Abstract:

A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways. Further, the present invention is a method of providing a high availability VoIP system wherein the method includes configuring a plurality of gateways between a PSTN and at least one hub of the system, implementing a proxy table and a call restoration table in each of the plurality of gateways, wherein when a call is received by a gateway in the plurality of gateways from the PSTN, the call is divided into a session initiation protocol (SIP) portion and a real time protocol (RTP) portion, and further wherein the SIP portion is sent to a proxy server and the RTP portion is sent to a media server, both being located in the at least one hub and further routed to an endpoint such as a SIP controlled softphone. A further method of the present invention includes routing SIP voice calls through the plurality of gateways using a proxy server priority table.

US Patent:

7230946, Jun 12, 2007

Filed:

Dec 20, 2002

Appl. No.:

10/327360

Inventors:

Carl Schoeneberger - Dallas TX, US

Assignee:

Nuasis Corporation - San Jose CA

International Classification:

H04L 12/66

US Classification:

370352, 370401, 370400, 370493, 37926509, 37926508, 37926511

Abstract:

A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device are disclosed. The system and method further include, after receiving contact information, the contact center transmitting call data to the remote agent through the data line, the data line carrying bi-directional signaling data including the agent's ability to control call pick-up and hang-up, while transmitting the voice component over a telephone line. Further, the present invention has the ability to provide a continuous stream of customer calls to the agent or to disconnect after each individual call.

US Patent:

7274787, Sep 25, 2007

Filed:

Dec 20, 2002

Appl. No.:

10/327348

Inventors:

Carl Schoeneberger - Dallas TX, US

Assignee:

Intervoice, Inc. - Dallas TX

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926501, 37926502

Abstract:

A system and method of distributing contact volume in a contact center when the volume of incoming calls greatly exceeds the number of agents currently answering calls. In an embodiment of the invention, the caller calling in at such a peak time is notified of the relatively long wait time to speak to an agent. The caller is then prompted as to whether he or she wishes to hold or accept a later callback time to receive immediate service. By accepting a later callback, the caller may access the contact center at a later time by dialing a unique telephone number or by entering a unique code when dialing the main line. This scheduled return to queue with priority system and method seeks to essentially eliminate high call volume times by redistributing those calls to times when the agent volume exceeds the incoming call volume, thus ultimately decreasing call center staffing costs.

US Patent:

7382773, Jun 3, 2008

Filed:

Jul 31, 2003

Appl. No.:

10/632615

Inventors:

Carl Schoeneberger - Dallas TX, US
Justin Broughton - Alameda CA, US
Michael P. Dimitroff - Sunnyvale CA, US
Charles Hymes - Pacifica CA, US
Chandra Pisupati - Mountain View CA, US

Assignee:

Intervoice, Inc. - Dallas TX

International Classification:

H04L 12/66

US Classification:

370353, 370354, 370384, 37926505, 37926509

Abstract:

The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.

US Patent:

7616742, Nov 10, 2009

Filed:

May 6, 2004

Appl. No.:

10/840821

Inventors:

Carl Schoeneberger - Dallas TX, US
Michael P. Dimitroff - Sunnyvale CA, US

Assignee:

Intervoice, Inc. - Dallas TX

International Classification:

H04M 1/64

US Classification:

379 8817, 379 76, 37926502, 370353

Abstract:

The present invention is a method and system for reducing bandwidth usage in a voice over internet protocol (VoIP) network that uses holding sounds such as music or announcements. When a customer call enters the network through a gateway, the call is received by a media server (VMS) and a workflow is started. When the workflow determines that the customer call is to be put on hold, the VMS sends an instruction signal to the gateway, instructing the gateway to provide an on-hold music or announcement to the customer call. When the workflow determines that the customer call is to be taken off hold, the VMS sends a second instruction signal to the gateway and the gateway stops the music or announcements and proceeds to further process the call under the direction of the workflow.

US Patent:

7664014, Feb 16, 2010

Filed:

Dec 6, 2005

Appl. No.:

11/295753

Inventors:

Carl Schoeneberger - Dallas TX, US
Justin Broughton - Alameda CA, US
Michael P. Dimitroff - Sunnyvale CA, US

Assignee:

Intervoice, Inc. - Dallas TX

International Classification:

G06F 11/00
G06F 15/173
G01R 31/08
H04L 12/66
H04L 12/28

US Classification:

370218, 370352, 370401, 714 1, 709227

Abstract:

A high availability VoIP system interfacing with a PSTN or other TDM network to provide higher availability and better failure recovery wherein the high availability VoIP system includes a plurality of gateways coupled to at least one hub and a proxy table and a call restoration table configured in each of the plurality gateways. Further, the present invention is a method of providing a high availability VoIP system wherein the method includes configuring a plurality of gateways between a PSTN and at least one hub of the system, implementing a proxy table and a call restoration table in each of the plurality of gateways, wherein when a call is received by a gateway in the plurality of gateways from the PSTN, the call is divided into a session initiation protocol (SIP) portion and a real time protocol (RTP) portion, and further wherein the SIP portion is sent to a proxy server and the RTP portion is sent to a media server, both being located in the at least one hub and further routed to an endpoint such as a SIP controlled softphone. A further method of the present invention includes routing SIP voice calls through the plurality of gateways using a proxy server priority table.

US Patent:

45367914, Aug 20, 1985

Filed:

Jun 4, 1984

Appl. No.:

6/617137

Inventors:

John G. Campbell - Irving TX
Carl F. Schoeneberger - Carrollton TX
Allan B. Bundens - Carrollton TX
Richard M. Fogle - Bedford TX
John R. Lemburg - Richardson TX

Assignee:

Tocom, Inc. - Dallas TX

International Classification:

H04N 716
H04K 104

US Classification:

358122

Abstract:

An addressable cable television control system controls television program and data signal transmission from a central station to a plurality of user stations. The data signals include both control and text signals in video line format which are inserted on the vertical interval of the television signals, thereby freeing all channels for transmission of both television and data signals. Moreover, full-channel teletext data in video line format may be transmitted on dedicated text channels with the modification of only head end processors. An intelligent converter at each remote user location uses the data signals to control access to the system on the basis of channel, tier of service, special event and program subject matter. The converter uses a graphics display generator to generate display signals for the presentation of the text data on the television receiver and for the generation of predetermined messages for the viewer concerning access, emergencies and other functions. The converter processes vertical interval text data and selected full-channel text data, both transmitted in video line format.