Abstract: An automated hotel attendant is provided for coordinating room-to-room calling over a telephone switching system that supports multiple telephone extensions. A hotel registration system receives and stores the spelled names of hotel guests as well as assigns each guest an associated telephone extension. A lexicon training system is connected to the hotel registration system for generating pronunciations for each spelled name by converting the characters that spell those names into word-phoneme data. This word-phoneme data is in turn stored in a lexicon that is used by a speech recognition system. In particular, a phoneticizer in conjunction with a Hidden Markov Model (HMM) based model trainer serves as the basis for the lexicon training system, such that one or several HMM models associated with each guest name are stored in the lexicon.

Abstract: An apparatus and method for coordinating multiple user responses solicited from a user during a session with a call processing application includes receiving a first transmission from a user via a communication network, the transmission causing a voice channel control unit of an IVR unit to open a voice-form voice file. A first request is transmitted to the user, soliciting a first user response, the request being stored in a voice file database of the IVR unit. After receiving the first response, the first response is recorded into the voice-form voice file. A second request is transmitted to the user requesting a second user response. The second user response is appended to the voice-form voice file after it is received. A termination message is transmitted to the user informing the user that the current interaction with the IVR unit is complete. A system administrator configures the call processing application stored in an application database of the IVR unit.

Abstract: A telephone system for travel card users where the users may program a switch processor so that it completes, re-routes, or refuses to complete calls as predetermined by the customer. Data is captured as it is transferred from the switching module to an internal buffer and is fed through a digital communications path and an analog-to-digital and digital-to-analog converter to a switching station computer. The switching station computer is in communication with a data storage server computer and the data storage server computer is in communication with remote telephones and with computers and facsimile machines in remote customers, offices. The switching station computer is thus programmable by the customer and incoming calls are handled as predetermined by the customer. A voice response device provides verbal communication between the system and its users.

Abstract: A network based voice mail system without losing any of the advantages of traditional answering machines includes a small device, which looks like an answering machine and costs about the same, and three-way calling service. The small device (called a Remote Answering Device) looks just like an ordinary answering machine. Answered by a human, the Remote Answering Device will pick up after a preselected number of rings and play a prerecorded greeting that is stored locally and then prompt the caller to wait for the beep. The Remote Answering Device then uses three-way calling service to conference the user's voice mail number into the call, by sending a hook flash signal and speed dialing the user's voice mail number. When a conference call is established it plays the beep and then plays the message which is. If an extension is picked up, the Remote Answering Device drops the conference call by sending another hook flash signal and hangs up.

Abstract: The invention provides a method and a system for selectively delivering information to callers in an AIN environment. In accordance with the method the service switching point to which is connected the terminal equipment of the caller monitors the condition of the telephone line to detect an AIN trigger, such as an off-hook event among other possibilities. When such event occurs, the service switch point formulates a message query. The query is routed to a service control point via one or more service transfer points, that holds knowledge of the service subscribed by the caller and the information to be displayed for this service. The service control point analyzes the request and assembles the appropriate response. That response is then returned to the service switch point that formats it properly and delivers it to the terminal equipment of the caller. In one embodiment the information delivery is effected during call establishment. In a variant, information is delivered while no call is being attempted.

Abstract: Using the Internet World Wide Web (WWW) network 320, a WWW Client 310 can communicate with a WWW Server 330 to request access to a user's voice mail. In order to satisfy this request, the user enters their voice mail mailbox number, and activates an appropriate hyperlink. The WWW Server then launches an application, MSG Client 350, which in turn communicates with an application, MSG Server 370, that runs in conjunction with the voice mail system 380, 385, 390. In response to an initial message from the MSG Client, the MSG Server returns information about all voice mail messages within the specified mailbox, which are displayed at the WWW Client. This display includes a hyperlink to each message in the mailbox. Thus a user can select a message from within the mailbox by activating this hyperlink, which prompts the WWW Server to again launch MSG Client.

Abstract: An unbundling demarcation device (UDD) is disclosed for disconnecting the equipment of a local exchange carrier (LEC) from a subscriber in order to permit a competing local exchange carrier (CLEC) to provide local service to the subscriber. The unbundling demarcation device (UDD) and related CLEC equipment may be positioned at any point in the subscriber loop, between the LEC switch and the subscriber equipment. The unbundling demarcation device (UDD) is an electro-mechanical or electro-optical coupling device, such as a sensitive relay, a latching relay, a switching mechanism or a solid state device that simulates a relay. The unbundling demarcation device (UDD) connects the LEC equipment to the CLEC equipment when a voltage or other trigger signal is applied to the subscriber loop by the LEC.

Abstract: A system and method for the provisioning of subscribers of a first communications network, such as a voice messaging system, to a second communications network, such as an e-mail messaging system. An exemplary system and method is described in which subscribers to a universal voice messaging system (UVMS) which handles voice and fax messages are provisioned to a message handling system (MHS) which handles e-mail messages. A message handling system provision service (MPS) provides the provisioning of the first network's subscribers to the second network. Thus, data is provisioned at a first messaging system and is forwarded to a second messaging system. Additional data for the subscriber from the second messaging system is returned to the first messaging system.

Abstract: A barge-in detector for use in connection with a speech recognition system forms a prompt replica for use in detecting the presence or absence of user input to the system. The replica is indicative of the prompt energy applied to an input of the system. The detector detects the application of user input to the system, even if concurrent with a prompt, and enables the system to quickly respond to the user input.

Abstract: A method and system for organizing and managing information to be used by a voice mail system to facilitate call handling based on information contained in an address book having a database with entries corresponding to information about callers and a user interface. The method comprising the steps of automatically or manually creating an entry in the address book associated with the information about a caller, maintaining the address book based on a set of options provided by the user interface, and managing the voice mail system corresponding to the address book by interacting with the user interface. Calls can be initiated and different calls can be treated differently using the information in the address books.

Abstract: A queueing system in a call center is adapted to queue voice mails as well as live telephone calls. In a preferred embodiment the calls include both connection-oriented switched telephony (COST) calls and Data Network Telephony (DNT) calls. Callers are enabled to leave voice mail as an alternative to waiting, and records of the voice mails are queued, preferably in the same queue processing the live calls. In some embodiments the call center is enabled to process e-mails, video mails and facsimile messages as well as live calls and voice mail messages, and all types of multimedia communication can be queued in the same queue according to prestored routing rules and priority rules.

Abstract: A computer-implemented control center for permitting a subscriber of a plurality of communication services of a unified messaging system to customize communication options pertaining to the communication services through either a telephony-centric network using a telephone or a data-centric network using a display terminal is disclosed. The computer implemented control center includes a subscriber communication profile database having therein an account pertaining to the subscriber. The account includes the communication options for the subscriber. The communication options include parameters associated with individual ones of the communication services and routings among the communication services. There is also included a computer server coupled to exchange data with the subscriber communication profile database.

Abstract: A communication system for providing communication between a first party and second party. A first party message input receives first party messages from the first party, and a first party message output delivers the first party messages to the second party in an unattended manner. A second party message input receives second party messages from the second party in response to the first party messages, and a second party message output delivers the second party messages to the first party in an unattended manner. A pass-through message channel receives and delivers in an attended manner pass-through messages between the second party and the first party. A memory records, stores, and indexes the first party messages, the second party messages, and the pass-through messages.

Abstract: A computer-implemented method and apparatus for assisting supervisors of a call center is provided. The monitoring of agent calls is performed in a non-random fashion in order to provide the supervisor with enhanced control and flexibility over monitoring schedules. In one embodiment, a supervisor may designate one or more time, day and date schedules individually for each agent. In one embodiment, a supervisor may select whether within the time interval, every call, every other call, every third call or the like is to be recorded. Preferably recording occurs without regard to a predefined duration limit.

Abstract: A method of voice message transmission is performed within a telecommunication network. It may include: recording, via a telephone line from a first terminal, a voice message to a designated second terminal; attempting to connect to the second terminal via a telephone line; where the step of attempting to connect is successful, regenerating the recorded message to the second terminal; and under predetermined conditions, attempting to set up a return call to the first terminal.

Abstract: A method for recording a digitized audio signal and a telephone answering machine in which this method can be advantageously employed. A digitized audio signal is written in during a first time segment, and the written-in data are then stored in memory in a storage medium for digital data. After the first time segment, the writing in of the digital input signal is continued. The data now written in are compressed by a predetermined compression algorithm in accordance with a predetermined data compression rate. Finally, the thus-compressed data are stored in the storage medium for digital data. With the method, especially economical utilization of a limited memory storage volume is possible.

Abstract: A flexible service management system creates, provisions, customizes, and restricts service offerings available on an intelligent network. A service creation environment has a schema query, service screen builder, and logic analyzer that cooperate to create a service screen definition. The service screen definition supports graphical user interfaces that interface with a telephony database. The service screen definition is deployed to a service management system within a service definition package, the service management system interfacing with a telephony database storing telephony data for supporting a service. The service screen definition enables a screen interpreter that can reside on a service management access point to communicate and transact data with the telephony database.

Abstract: A communication support system includes a caller ID detection unit which detects a caller ID sent from a telephone network upon incoming of a call. A line switching unit switches on a first line between a voice signal path from a telephone set and a voice signal path from the telephone network before the connection between the telephone set and the telephone network is established. The line switching unit switches off the first line and switches on a second line between the voice signal path from the telephone set and a voice signal path from a data processing device after the caller ID is detected by the caller ID detection unit. The data processing device has a main control unit which retrieves a caller profile from a database in response to the caller ID detected by the caller ID detection unit, and transmits a. synthesized voice signal indicating the caller profile to the telephone set through the second line when the line switching unit switches on the second line.

Abstract: A call parking and paging system includes a call parking entity and a paging entity. The call parking entity receives a call and automatically parks the call, in some operations against a designated resource. The paging entity provides a page based upon an intended recipient of the call. Upon receiving a response to the page, the call parking and paging system may then assist in delivering the parked call. The call parking and paging system may be supported by a PBX, by a telephone system central exchange or by another communication system. Additional features may include a voice processing system, a validation entity, a directory system, a messaging system and an information database. Paging resources support voice pages, electronic pages and email that apprise the intended recipient of the parked call.

Abstract: A unified messaging system that provides a multimedia mailbox. The system allows a subscriber to access stored multimedia messages, such as voicemail messages, facsimile messages, combined voice and facsimile messages and video messages, not only through a public switched telephone network using a telephone but also over a data network, such as the Internet or an intranet, using a personal computer. The system provides voicemail access over the telephone network, indicating message number, etc. with the ability to play messages to the telephone user as desired. For text type messages, such as facsimile and e-mail, the system converts the text into speech and plays the speech to the telephone user. The system allows a personal computer user to obtain the data network access using an Internet browser.