Michael J Polcyn

US Patent:

6594269, Jul 15, 2003

Filed:

Sep 29, 1998

Appl. No.:

09/163234

Inventors:

Michael J. Polcyn - Allen TX

Assignee:

InterVoice Limited Partnership - Reno NV

International Classification:

H04L 1266

US Classification:

370401, 370352, 379 8817

Abstract:

A system and method to enable a wide user community to be universally networked in voice communication. Server/IVR receives voice communications from users employing a variety of device types, primarily computers and telephones. These voice communications may be in either asynchronous format, incoming from data grade networks such as the Internet or synchronous format, incoming from standard telephony networks such as SPN Server/IVR functionality seamlessly integrates these voice communications and provides point-to-point, conferenced or broadcast connections of multiple users regardless of user device or asynchronous/synchronous connection format. Server/IVR may also selectively call up automated speech resources (ârobotsâ) to be placed in voice communication with users.

US Patent:

6614885, Sep 2, 2003

Filed:

Aug 14, 1998

Appl. No.:

09/134601

Inventors:

Michael J. Polcyn - Allen TX

Assignee:

InterVoice Limited Partnership - Reno NV

International Classification:

H04M 164

US Classification:

379 8802, 379 8806, 379 8819, 37921801, 37920713, 37926501, 37926509

Abstract:

A system and method of directing calls is disclosed for a telephone network having remote locations. The remote locations receive incoming calls and attempt to route the calls using a basic call director. If the remote location cannot route the call, then data, such as a recorded spoken utterance, is provided to a central system. The central system then attempts to automatically determine how to route the call using the data from the remote location. If the central system is unable to automatically determine the routing information, then the data is provided to an operator who attempts to determine how to route the call. Finally, a caller can be connected directly to the operator, if the operator is not able to determine routing information from the provided data alone.

US Patent:

6865258, Mar 8, 2005

Filed:

Aug 13, 1999

Appl. No.:

09/374462

Inventors:

Michael J. Polcyn - Allen TX, US

Assignee:

Intervoice Limited Partnership - Reno NV

International Classification:

H04M001/64
H04M003/00

US Classification:

379 8801, 52 8802, 52 8807, 5226501, 5226509, 5226607, 5226506

Abstract:

A method and system for performing enhanced transcription is disclosed. In a preferred embodiment, a transcription application may automatically transcribe information provided in a message. For instance, the application may automatically convert audio (e. g. , voice) data, and/or other data types provided within a message to textual form. Additionally, the transcription application may automatically populate data entry fields with corresponding data from a message. Moreover, the transcription application may indicate a level of confidence for the data automatically transcribed. Furthermore, in a preferred embodiment, the transcription application may monitor the transcriber's activity and automatically adjust the presentation of data to be transcribed according to such activity. For example, the transcription application may monitor the transcriber's focus, e. g. , by determining the location of the cursor, and the application may automatically adjust the presentation of data to correspond with such focus.

US Patent:

6978006, Dec 20, 2005

Filed:

Oct 12, 2000

Appl. No.:

09/689481

Inventors:

Michael J. Polcyn - Allen TX, US

Assignee:

Intervoice Limited Partnership - Dallas TX

International Classification:

H04M003/00

US Classification:

37926512, 37926505, 37926506, 37926507, 37926601, 704260, 705 8, 707 1

Abstract:

A system and method are disclosed which quantify one or more attributes of a finite number of resources for effective management of such resources. Quantifiable attributes possessed by a resource may include skills or functional capabilities possessed by the resources, as examples. A request for service by one or more of the resources is received, and at least one attribute desired by the request is quantified. Based at least in part on the quantified attributes of the resources and the quantified attributes desired by the request, at least one suitable resource for servicing the received request is determined. Most preferably, attributes of resources may be quantified along a scale, such as a scale of 0 to 100. For example, within a telephony call center, attributes possessed by agents, such as language skills or product knowledge may be quantified along such a scale. A request for service may be received, and the attributes of a resource desired by the request are quantified along such a scale.

US Patent:

7012996, Mar 14, 2006

Filed:

May 21, 2003

Appl. No.:

10/442697

Inventors:

Michael J. Polcyn - Allen TX, US

Assignee:

Intervoice Limited Partnership - Reno NV

International Classification:

H04M 1/64
H04M 3/00

US Classification:

379 8801, 379 8802, 379 8803, 379 8817, 379 8818, 37921102, 37921201, 37922101, 37926501, 37926502, 37926509, 37926604

Abstract:

A system and method of directing calls is disclosed for a telephone network having remote locations. The remote locations receive incoming calls and attempt to route the calls using a basic call director. If the remote location cannot route the call, then data, such as a recorded spoken utterance, is provided to a central system. The central system then attempts to automatically determine how to route the call using the data from the remote location. If the central system is unable to automatically determine the routing information, then the data is provided to an operator who attempts to determine how to route the call. Finally, a caller can be connected directly to the operator, if the operator is not able to determine routing information from the provided data alone.

US Patent:

7054918, May 30, 2006

Filed:

Aug 15, 2003

Appl. No.:

10/641839

Inventors:

Michael J. Polcyn - Allen TX, US

Assignee:

Intervoice Limited Partnership - Reno NV

International Classification:

G06F 15/16
G06F 15/173
H04M 3/48

US Classification:

709217, 709203, 709218, 709238, 379209

Abstract:

A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

US Patent:

7974401, Jul 5, 2011

Filed:

May 19, 2000

Appl. No.:

09/574317

Inventors:

Michael J. Polcyn - Allen TX, US

Assignee:

Intervoice Limited Partnership - Las Vegas NV

International Classification:

H04M 3/42

US Classification:

37921101, 37920101, 37921102, 37921801

Abstract:

A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

US Patent:

20060165222, Jul 27, 2006

Filed:

Feb 6, 2006

Appl. No.:

11/348126

Inventors:

Michael Polcyn - Allen TX, US

International Classification:

H04M 1/24

US Classification:

379003000

Abstract:

A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.