Abstract: To enable clients to self-manage service issues for conferences on a bridge operated by a conference provider, there is provided a web based interface. Companies are provisioned in a client database as receiving client managed conference services instead of provider managed conference services. Users of the company or client of the Provider may log in to a web interface through a company or client specific URL and be presented with an interface that enables the user to view and perform management functions for conferences on a bridge that relate to that user only.

Abstract: A method, a system, and computer readable medium comprising instructions for image capture to enforce remote agent adherence. The method comprises a first computer receiving an authentication request. The method also comprises a client component executing on the first computer detecting the authentication request and the client component, based on detecting the authentication request, causing a digital image to be captured. The method also comprises the first computer transmitting the digital image to a second computer, the second computer analyzing the digital image, and the second computer authenticating the digital image based on the analysis.

Abstract: An example AC/DC phone line detection system may include one or more of an electronic circuit that is floating with reference to ground, a first A/D converter coupled to the electronic circuit and configured to detect ringing voltages from DC voltages included in a telephone line, a second A/D converter coupled to the electronic circuit and configured to detect caller identification information from AC voltages included in the telephone line, and a processor configured to control signals detected by the first and second A/D convertors and output information about the signals to call taking equipment.

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry from a user device at a customer call center server and identifying and authorizing the user from the received inquiry. The method may also provide retrieving a user profile from memory that includes history information based on previous interactions between the user device and the customer call center server and calculating a prediction as to a purpose for the inquiry. The prediction may be based on user profile history, social networking profile information, recent transactions, etc. The method may also provide transmitting a response to the inquiry based on the calculated prediction.

Abstract: One example method of operation may include identifying project files in a database, identifying one or more active project files and one or more inactive project files from the project files, retrieving one or more of the inactive project files, identifying one or more project risk metrics associated with the one or more inactive project files, and determining potential project risk metrics associated with the one or more active project files based on the one or more project risk metrics associated with the one or more inactive project files.

Abstract: One example method of operation may include identifying a plurality of project files stored in a database, determining current project scores assigned to the plurality of project files, selecting a lowest scored project file with a lowest assigned project score, identifying one or more types of resources assigned to the project file with the lowest score, identifying the highest scored project file and the types of resources assigned to the highest scored project file, determining whether any of the types of resources assigned to the highest scored project file match any of the types of resources assigned to lowest scored project, and when one or more types of resources assigned to the highest scored project file match the types of resources assigned to the lowest scored project, assigning one or more of the matched resources of the highest scored project file to the lowest scored project.

Abstract: One example method of operation may include receiving an access attempt from a user device, retrieving a user identifier associated with the user device stored in a database, creating a data tuple having three or more data elements based on the access attempt from the user device, storing the data tuple in the database, the data tuple includes at least a one-time code generated by an access device, a current time and the user identifier, and logging a successful access attempt by the user device when the user identifier is identified as being part of a list of user identifiers.

Abstract: The illustrative embodiments described herein provide systems and methods for managing payments to a payee using a communication device associated with a payor. In one embodiment, the method includes accessing billing data associated with a payor, and determining whether to send a payment notification to the communication device based on the billing data. The method also includes sending the payment notification to the communication device. The payment notification initiates a prompt on the communication device.

Abstract: Receiving and processing customer support calls initiated from a mobile/wireless device via a call function or via a mobile device application may include various operations. For instance, an example method of operation may provide receiving a service request from a mobile device, requesting a temporary telephone number to be assigned to a subsequent call to be placed from the mobile device, creating a database record with an identifier of the mobile device and the temporary telephone number, transmitting the temporary telephone number to the mobile device, receiving an automated call to the temporary telephone number from the mobile device, and connecting the mobile device with a remote call recipient.

Abstract: Medical services are offered by various facilities near a patient's residence. The number of facility options continues to grow and the patients can now identify rankings and offer their own input regarding satisfaction of certain facilities. One example method of operation provides identifying a number of feedback messages associated with a particular medical facility, parsing the feedback messages to identify negative feedback associated with the feedback messages, notifying the medical facility of the negative feedback, and transmitting suggestions to increase productivity and reduce subsequent negative feedback messages for subsequent patient visits to the medical facility.

Abstract: An apparatus and method apparatus and/or computer software to automate testing of a voice self service platform. In its software embodiment, the present invention comprises software that runs on the windows platform to simulate all the components of an Interactive Voice Recognition Unit (VRU). In addition this embodiment can also be used as a helper unit to test individual components of an interactive voice recognition (IVR).

Abstract: In a call center, voice recordings of calls with callers can be analyzed to determine an emotional state metric, e.g. based on the pitch, volume, etc. of the voice sample waveform. A sentiment metric can be determined from words spoken in the sample. The emotional state metric and the sentiment metric may be combined to generate a caller state metric. The caller state metric may trigger subsequent actions, such as transferring calls to call agents or supervisors, and identifying points within voice scripts that can be improved.

Abstract: To provide a more natural sounding set of voice prompts of an interactive voice response (IVR) script, the voice recordings of the prompts may be modified to have a predetermined amount of silence at the end of the recording. The amount of silence required can be determined from the context in which the voice prompt appears in the IVR script. Different contexts may include mid-sentence, terminating in a comma, or a sentence ending context. These contexts may require silence periods of 100 ms, 250 ms and 500 ms respectively. Voice files may be trimmed to remove any existing silence and then the required silence period may be added.

Abstract: One example method of operation may include identifying a call scheduled for a scheduled time having a calling party profile and a called party profile, identifying one or more calling party flags associated with the calling party profile and one or more called party flags associated with the called party profile, establishing a call connection between a calling party device and a called party device at the scheduled time to conduct the call, recording call content identified during the call, processing the call content of the recorded call to identify call content compliance based on the calling party flags and the called party flags, scoring the call based on the identified call content compliance, and updating one or more of the called party profile and the calling party profile to identify the scored call.

Abstract: Terminal information of a mobile terminal via the Internet is transmitted, and an outgoing reservation is made. Along with this, terminal information of a mobile terminal is transmitted from a telephone network to a telephone exchange apparatus of a company. The telephone exchange apparatus checks the terminal information of a call originator mobile terminal for which an outgoing call is reserved via the Internet against call originating terminal information arrived via the telephone network, and when the call originator terminal information arrived via the telephone network can be authenticated, the reserved call destination terminal is called with the company exchange apparatus as a call originator. When a user calls a customer from his/her mobile terminal phone, a telephone number of the personal mobile terminal is not displayed on a call destination terminal. Further, no troublesome operation for callback is required, and the communication cost charged to a company is reduced.

Abstract: An example method of operation may include receiving a request from a network, identifying a state of a system coupled to the network, determining a status of the request from the network, and routing the request to a first application when the system is in a predetermined state and the request has a first status and routing the request to a second application when the system is in a state different from the predetermined state and the request has a second status.

Abstract: Network site testing of other sites in a communication network environment may be performed with the assistance of all sites participating to identify and confirm failures. One example method of operation may include transmitting a test message from a test site to a network site, the test message solicits a feedback response from the network site, determining whether a feedback response message was received from the network site, and determining whether the network site is in an up state or a down state based on the feedback response message being received or not being received. Other sites and triangulation may be used to confirm a sub-network status.

Abstract: A method and apparatus of processing multiple user call records via an IVR call processing application is disclosed. One example method may include receiving a call from a user device, obtaining first user information from a user account stored in a user databank. The first information may be associated with a first call record established during a first previously received call from the user device. The method may also include establishing a first confidence level based on the first user information and obtaining second user information from the user account stored in the user databank. The second user information may be associated with a second call record established during a second previously received call from the user device. The method may also include establishing a second confidence level based on the second user information and transmitting an offer to the user device based on the first confidence level and second confidence level.

Abstract: A computing system, method and non-transitory computer readable memory are provided, to assist an agent during a client interaction between the agent and a client over a communications channel. An agent station may generate a graphic user interface (GUI) of the client interaction during the client interaction, the GUI displaying a current identified keyword and one or more interaction phases, each interaction phase having a respective current phase score for the client interaction. A keyword and associated keyword information from the client interaction may be received, including phase and corresponding phase score information, and the GUI updated with the currently identified keyword and newly received phase information accounting for the received corresponding phase score information.

Abstract: Electronic documents may be large and have numerous pages, sections and areas of information that are useful to some individuals and not others. It is common for large documents to include some information that is intended for only certain recipients and other information that is intended for other recipients. One example may provide receiving a document that has a number of pages, identifying an extraction attribute, querying the document for the extraction attribute, applying a coordinate to information associated with the extraction attribute, extracting information based on the extraction attribute and a predefined area associated with the at least one coordinate, and creating a new document including the information extracted.