Abstract: The present invention can include a speech processing method for providing dictation capabilities to a voice server. The method can include a step of establishing a real-time voice communication session involving a voice interface. Speech for the communication session can be streamed to a remotely located voice server. A real-time stream of text can be received from the voice server. The stream of text can include text that has been speech-to-text converted by the voice server from the streamed speech. The voice server can use a MRCP based non-halting interface to receive the real-time stream of speech and a delivery interface to deliver real-time text to a designated endpoint.

Abstract: The present solution can include a method for using dialog contracts for contact center interactions. The method can include a step of determining a context that applies to a caller who is communicating with a contact center. A dialog contract can be identified that corresponds to the determined context. The dialog contract can specify requirements for a real-time contact center session. The contact center can transfer the caller to a contact center agent. The real-time communication session can be conducted. A software program, referred to as an agent monitor, can analyze input of the caller and the contact center agent during the communication session and can automatically update a session file as requirements of the dialog contract are satisfied. The session file can be used as a quality measurement of the communication session.

Abstract: The present invention can include a speech enrollment system including an ordered stack of grammars and a recognition engine. The ordered stack of grammars can include an application grammars layer, a confusable grammar layer, a personal grammar layer, a phrase enrolled grammar layer, and an enrollment grammar layer. The recognition engine can return recognition results for speech input by processing the input using the ordered stack of grammars. The processing can occur from the topmost layer in the stack to the bottommost layer in the stack. Each layer in the stack can includes exit criteria based upon a defined condition. When the exit criteria is satisfied, a result can be returned based upon that layer and lower layers of the ordered stack can be ignored.

Abstract: The present solution includes a real-time automated communication method. In the method, a real-time communication session can be established between a text exchange client and a speech application. A translation table can be identified that includes multiple entries, each entry including a text exchange item and a corresponding conversational translation item. A text exchange message can be received that was entered into a text exchange client. Content in the text exchange message that matches a text exchange item in the translation table can be substituted with a corresponding conversational item. The translated text exchange message can be sent as input to a voice server. Output from the voice server can be used by the speech application, which performs an automatic programmatic action based upon the output.

Abstract: The present solution includes a method for dynamically switching modalities in a dialogue session involving a voice server. In the method, a dialogue session can be established between a user and a speech application. During the dialogue session, the user can interact using an original modality, which is either a speech modality, a text exchange modality, or a multi mode modality that includes a text exchange modality. The speech application can interact using a speech modality. A modality switch trigger can be detected that changes the original modality to a different modality. The modality transition to the second modality can be transparent to the speech application. The speech application can be a standard VoiceXML based speech application that lacks an inherent text exchange capability.

Abstract: The disclosed solution includes a method for dynamically switching modalities based upon inferred conditions in a dialogue session involving a speech application. The method establishes a dialogue session between a user and the speech application. During the dialogue session, the user interacts using an original modality and a second modality. The speech application interacts using a speech modality only. A set of conditions indicative of interaction problems using the original modality can be inferred. Responsive to the inferring step, the original modality can be changed to the second modality. A modality transition to the second modality can be transparent the speech application and can occur without interrupting the dialogue session. The original modality and the second modality can be different modalities; one including a text exchange modality and another including a speech modality.

Abstract: The present solution includes an automated response method. The method can receive user interactions entered through a real-time text exchange interface. These user interactions with the speech application can be dynamically and automatically converted as necessary into a format consumable by a voice server. A text input API of a voice server can be used to allow the voice server to directly accept text input. Further, automated interactions can be received from the voice server, which are dynamically and automatically converted into a format accepted by the text exchange interface. The text exchange interface can be an off-the-shelf unmodified interface. The speech application can be a VoiceXML based application that lacks an inherent text exchange capability.

Abstract: A method and system for testing voice applications, such as VoiceXML applications, is provided. The system provides a run-time simulation environment for voice applications that simulates and automates user interaction. A user simulation script is provided in a customized mark-up language. The voice application is processed to derive a nominal output of the voice application. The user simulation script is processed to generate a simulated output for the voice application corresponding to the nominal output. The user simulation script is also processed to generate a simulated input for the voice application corresponding to a pre-determined user input to the voice application. The simulated inputs and outputs are executed in conjunction with the voice application in real-time to test the application. Execution time rates for text based input and output are calculated based on empirical speaking rates of human users.

Abstract: A method and machine readable storage for adding a simple network management protocol (SNMP) interface to an existing resource management extension-enabled management agent. The SNMP interface can be added without modifying the management agent. The method includes the step of reading definitions of managed objects associated with said management agent. The definitions can be read at runtime of the management agent. A SNMP management information base (MIB) definition is automatically generated. The SNMP MIB provides a SNMP representation of the management agent and incorporates SNMP object definitions correlating to at least a portion of read managed object definitions.

Abstract: A method of administering a voice server can include, within the voice server, receiving a call from a system administrator. Call control data of the received call can be matched with a system administration application of the voice server. The system administration application can be executed. Responsive to the executing step, communications between the system administration application and a resource management system of the voice server can be established such that the system administrator can interact with the resource management system to request administrative functions over the call.

Abstract: A method of adding a simple network management protocol (SNMP) interface to an existing resource management extension-enabled management agent without modifying the management agent can include reading a management information base definition of the management agent and creating a static mapping of SNMP object identifiers to management software components of the management agent using the management information base definition. During operation of the management agent, dynamic operating information for the management software components of the management agent can be determined. The static mapping can be updated with the dynamic operating information.

Abstract: A automated method of transferring calls can include, within an established call with a calling party, receiving from the calling party a request specifying a name. The name can be compared with a listing of names and associated directory numbers to determine if there is a match. A directory number associated with the matched name can be processed according to translation attributes to determine a dialable number. The dialable number can be sent to a telephony switch to transfer the call.

Abstract: A method of managing at least one client computer program in a managed application environment can include receiving a request from at least one of a plurality of client computer programs to begin a timer. The timer can correspond to an identified task of the client computer program which has been identified as a time-out susceptible task, and which is executing within a particular thread of execution of the client computer program. The timer corresponding to the request and the time-out susceptible task can be selectively started in a separate thread of execution. The identified task can be timed. If the timer expires, a recovery action can be performed corresponding to the time-out susceptible task.

Abstract: A method of remotely managing an application distributed across multiple application hosts can include, in a master agent, receiving from an application manager in a second application host a management command for performing a management operation directed to a manageable resource in a remote application host; communicating the management command to a mini-agent in the remote application host; and, in the mini-agent, performing the management operation on the manageable resource by accessing an exposed member of the manageable resource according to the management operation. The step of communicating the management command to the mini-agent can include accessing the mini-agent through a JMX communications connector. The step of accessing the mini-agent can include invoking methods of the mini-agent through an RMI communications interface.

Abstract: A method and machine readable storage for adding a simple network management protocol (SNMP) interface to an existing resource management extension-enabled management agent. The SNMP interface can be added without modifying the management agent. The method includes the step of reading definitions of managed objects associated with said management agent. The definitions can be read at runtime of the management agent. A SNMP management information base (MIB) definition is automatically generated. The SNMP MIB provides a SNMP representation of the management agent and incorporates SNMP object definitions correlating to at least a portion of read managed object definitions.

Abstract: A method of administering a voice server can include, within the voice server, receiving a call from a system administrator. Call control data of the received call can be matched with a system administration application of the voice server. The system administration application can be executed. Responsive to the executing step, communications between the system administration application and a resource management system of the voice server can be established such that the system administrator can interact with the resource management system to request administrative functions over the call.

Abstract: A method of adding a simple network management protocol (SNMP) interface to an existing resource management extension-enabled management agent without modifying the management agent can include reading a management information base definition of the management agent and creating a static mapping of SNMP object identifiers to management software components of the management agent using the management information base definition. During operation of the management agent, dynamic operating information for the management software components of the management agent can be determined. The static mapping can be updated with the dynamic operating information.

Abstract: A automated method of transferring calls can include, within an established call with a calling party, receiving from the calling party a request specifying a name. The name can be compared with a listing of names and associated directory numbers to determine if there is a match. A directory number associated with the matched name can be processed according to translation attributes to determine a dialable number. The dialable number can be sent to a telephony switch to transfer the call.

Abstract: A method of managing at least one client computer program in a managed application environment can include receiving a request from at least one of a plurality of client computer programs to begin a timer. The timer can correspond to an identified task of the client computer program which has been identified as a time-out susceptible task, and which is executing within a particular thread of execution of the client computer program. The timer corresponding to the request and the time-out susceptible task can be selectively started in a separate thread of execution. The identified task can be timed. If the timer expires, a recovery action can be performed corresponding to the time-out susceptible task.