Abstract: A method automatically detects and isolates total, partial, and latent total failures of one or more network segments by analyzing delay data collected by an internet protocol monitor during the set-up or termination of an internet protocol connection. The overall and/or intermediate delays of protocol messages exchanged during the set-up or termination of an internet protocol call connection are monitored and flagged based on threshold values. By analyzing the overall and/or intermediate delays, one or more potential problem segments can be isolated.

Abstract: A system and method of delivering ringback audio content are disclosed. In one embodiment, the method includes receiving a connection request at an originating serving call session control function (S-CSCF) network element. The connection request indicates that a caller device has placed a call to a destination device associated with a ringback audio content service subscriber. The method also includes receiving a plurality of naming authority pointer (NAPTR) records at the originating S-CSCF network element from a telephone number mapping (ENUM) server. The NAPTR records include a plurality of ringback audio uniform resource indicators (URIs) associated with the destination device. The method also includes modifying the connection request to include the plurality of ringback audio URIs.

Abstract: A method and apparatus for providing one or more Internet Protocol (IP) services to users of a private branch exchange (PBX) in a network are disclosed. For example, the method receives user phone information from the private branch exchange (PBX) via a data feed, and stores the user phone information in a storage device located within the network.

Abstract: When a call from a call terminal to a called terminal is received, a relay processing device transmits calling terminal specific information that specifies the calling terminal to the called terminal by using data communication. The calling terminal specific information, for example, is a phone number of the calling terminal, but may be a user's name of the calling terminal. The called terminal transmits to the relay processing device, connection information that indicates whether or not to respond to the call from the calling terminal. The transmission of the connection information may be performed by any one of voice communication and data communication. The relay processing device connects the phone call between the called terminal and the calling terminal or cuts off the connection between the calling terminal and the relay processing device according to the connection information.

Abstract: In one embodiment, techniques for optimizing voice quality for a media stream provided to participants in a conference are provided. A first path is provided that provides an unmixed path of media from a first user to participants in the conference. A second path includes a mixed path of media from multiple users. The mixed path may include media from a first user and a second user that is mixed. The mixed path may include a transcoding from a first compression to a second compression, and back to the first compression (or another compression). A floor control module may switch between the first path and the second path to optimize voice quality.

Abstract: A method and system for providing reliable path for Direct Inward Dial (DID) calls on networks, e.g., Time Division Multiplexed (TDM) networks, the packet networks Voice over Internet Protocol (VoIP) and Service over Internet Protocol (SoIP) networks are disclosed. In one embodiment, the present method enables the customers to request for a reliable path for Direct Inward Dial (DID) calls. For example, the present method enables a service provider to connect a customer's switch, e.g., a PBX, to two or more switches (or softswitches) via two separate DID trunk groups. The method also enables the service provider to create a DID trunk group between the two or more switches (or softswitches) connected to the customer's switch. With this architecture, the service provider is able to continue to forward DID calls towards the customer's switch even if one of the two separate DID trunk groups has failed.

Abstract: Technologies are generally presented herein pertaining to identifying a training topic for agents at a contact center. In various embodiments, these technologies comprise performing an analysis on communications conducted between agents at the contact center and contact parties over a time period. In particular embodiments, the analysis performed on the communications involves identifying a number of occurrences of a keyword or a keyphrase found in the communications between the agents and the contact parties. Further, in various embodiments, in response to the number of occurrences of the keyword or the keyphrase over the time period being more than a predetermined threshold, the technologies presented herein comprise automatically identifying a training topic associated with the keyword or the keyphrase, and then providing a training course to the agent.

Abstract: A system and method include obtaining an aural impulse signature at a first location in a simulated space. An aural impulse signature at a second location in a simulated space is also obtained. Aural impulse signature morphing is applied via a computer to aural impulse signatures of the first and second locations to provide an intermediate aural impulse signature between the first and second locations.

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.

Abstract: A system and method of providing ringback video are disclosed. In one embodiment, the method includes receiving a connection request at an originating serving call session control function (S-CSCF) network element. The connection request indicates that a caller device has placed a call to a destination device associated with a ringback video service subscriber. The method also includes receiving a plurality of naming authority pointer (NAPTR) records at the originating S-CSCF network element from a telephone number mapping (ENUM) server. The NAPTR records include a plurality of ringback video uniform resource indicators (URIs) associated with the destination device. The method also includes modifying the connection request to include the plurality of ringback video URIs and sending the modified connection request to a terminating S-CSCF that communicates with the destination device.

Abstract: Packages for electronic amplification include a packaged microphone device that includes a housing and an acoustic transducer disposed therein. The housing includes an exterior top surface and an exterior bottom surface that includes electrical terminals disposed thereon. The package microphone device can include a flexible substrate having a top portion, a bottom portion and a flexible middle portion. The flexible middle portion is folded around the housing such that the top portion at least partially overlays and attaches to the exterior top surface of the housing and the bottom portion at least partially overlays and attaches to the exterior bottom surface of the housing.

Abstract: A method may include receiving a call having call data, determining that the call data cannot be forwarded along a call path, assigning an identifier to the call data, forwarding the call along the call path without the call data, and storing the call data and the identifier at a device outside the call path.

Abstract: An external audio signal is input to an input terminal which is connected to the first terminal of a first resistor. The first terminal of a second resistor is connected to the second terminal of the first resistor. An operational amplifier is arranged such that its inverting input terminal is connected to the second terminal of the second resistor, and a reference voltage is applied to its non-inverting input terminal. A third resistor is arranged between the output terminal and the inverting input terminal of the operational amplifier. A first diode is arranged between the second terminal of the first resistor and a power supply terminal such that its cathode is on the power supply terminal side. Furthermore, a second diode is arranged between the second terminal of the first resistor and the ground such that its cathode is on the second terminal side of the first resistor.

Abstract: A system, device and method is provided for handling customer-agent interactions. An unsuccessful interaction may be detected between a customer and a first agent unable to resolve a problem. A successful interaction may be detected between the customer and a second agent that resolves the problem. The first agent may be sent a report summarizing the successful interaction by the second agent.

Abstract: A method and apparatus for enabling broadband access providers to use the subscriber service address associated with the Media Access Control (MAC) address and the Internet Protocol (IP) address of the subscriber's Digital Subscriber Loop (DSL) modem or cable modem as the service address that is sent to the appropriate Public Safety Answering Point (PSAP) are disclosed. The present method enables a mapping between a subscriber's VoIP telephone number, broadband access modem MAC and IP addresses, and the subscriber's registered broadband service address to determine the correct PSAP to route an E911 call to.

Abstract: In a system and method for facilitating an telephony carrier to make transactions with carrier customers and/or carrier suppliers, one or more parameters are monitored and the telephony carrier is automatically to be triggered to send an offer to at least one of the carriers when at least of the parameters reaches a predetermined threshold. Preferably, the parameters are related to telephone capacity handled by the telephony carrier, and the offer is an offer to buy capacity from existing or new carrier suppliers or an offer to sell capacity to carrier customers. Thus, the efficiency of transactions is substantially increased.

Abstract: A method and system for providing a service session using a call include: initiating a first call between a caller and a callee according to a callee address record; establishing a voice communication session during the call; modifying the caller address record; and initiating a second call between the caller and the callee according to the modified callee address record. A behavior of the second call differs from a behavior of the first call. In one embodiment, the callee address record is modified according to a modification request. In one embodiment, the callee address record includes at least one session initiation entry. The session initiation entry includes a session address attribute with information for establishing the communication session, a session communication method with a protocol used for the communication session, and a session data attribute with data information for sending over the communication session based on the session address attribute.

Abstract: A communication control system includes accessing a document data recording unit based on the information concerning a document and acquiring characteristic data indicating the characteristic of the document when receiving a call initiation request including at least information identifying a called party terminal and information concerning a document related to the call initiation request; accessing a status data recording unit based on information identifying the called party terminal included in the call initiation request and acquiring status data indicating a status of the called party terminal of the call initiation request; determining whether a call requested by the call initiation request is initiated or not based on the acquired characteristic data and the acquired status data; and executing a call initiation process depending on the determination by the call initiation determining unit.

Abstract: A device detects that a first user device is calling a second user device while the second user device is calling the first user device, and sends a notification to the first user device or the second user device indicating that the first user device and the second user device are calling one another. The device receives a response to the notification indicating that the first user device and the second user device are to be connected for a call, designates the first user device or the second user device as a call originator, and connects the first user device and the second user device for the call.

Abstract: A communication network includes a switching system, an application server, and a softswitch that communicatively couples the application server to the switching system. The switching system is configured to detect a first call to a primary directory number associated with a phone line and to forward the first call to the application server. The application server is configured to instruct the softswitch to generate a second call to a RingMaster directory number associated with the phone line. And the softswitch is configured to bridge the first and second calls responsive to detection of a communication path completion to the phone line.