Abstract: The number of agents to which incoming queries to a customer interaction center agent group may be distributed is limited based on skip criteria. The skip criteria is defined based on information associated with agent devices, such as locked status of a device, in-memory status of a client application at the device, or whether a telephone number provisioned for use with the device is from an external public switched telephone network. Agents which fail to satisfy the skip criteria are excluded from distributions of queries to improve wait times for customer interaction center users. Thus, queries are distributed from a queue to agents which satisfy the skip criteria.

Abstract: Disclosed in some examples are methods, systems, and machine-readable mediums that assign a same identifier to a plurality of a user's communication devices. A communication server alerts only one device of the plurality of communication devices at a time in response to a communication establishment request from a calling communication device directed to the identifier. If the user fails to answer the alert, another device is chosen and alerted according to a particular sequence of devices until the user either answers or until all devices (or a determined subset of devices) have been tried. In some examples, the communication devices are reachable by the communication service via an alternative address known to the communication server, such as an Internet Protocol (IP) address.

Abstract: Methods, systems, and computer programs are presented for detecting a mission changes in a conversation. A user utterance from a user device is received. The user utterance is part of a conversation with an intelligent assistant. The conversation includes preceding user utterances in pursuit of a first mission. It is determined that the user utterance indicates a mission change from the first mission to a second mission based on an application of a machine-learned model to the user utterance and the preceding user utterances. The machine-learned model has been trained repeatedly with past utterances of other users over a time period, the determining based on a certainty of the indication satisfying a certainty threshold. Responsive to the determining that the user utterance indicates the mission change from the first mission to a second mission, a reply to the user utterance is generated to further the second mission rather than the first mission.

Abstract: A method for notifying a sender of a communication message that a communication mailbox of a recipient is available includes determining a status of the communication mailbox of the recipient, wherein the status includes an available status or an unavailable status. The method also includes receiving an indication that the communication message from the sender was undeliverable to the communication mailbox of the recipient when the status of the communication mailbox of the recipient is in the unavailable status. Moreover, the method includes sending a notification to the sender when the status of the communication mailbox of the recipient changes from the unavailable status to the available status.

Abstract: Methods, apparatuses, and techniques for security and/or automation systems are described. In one embodiment, the method may include receiving a call initiation instruction at a video monitoring component of a home automation system. The method may further include analyzing the call initiation instruction, and communicating a call request from the video monitoring component of the home automation system to a first remote user based at least in part on the received call initiation instruction.

Abstract: A device receives, from a server device, a request to determine whether a call is authorized to be forwarded, where the call is intended to be established between the server device and a first client device via a network, and the call is forwarded from the first client device to a second client device. The device receives, from the network, network data associated with the call and account data associated with a first user of the first client device. The device determines that the call is forwarded based on the network data, and processes the account data and information indicating that the call is forwarded, with a machine learning model, to determine a score indicating whether the call is authorized to be forwarded. The device provides the score to the server device to cause the server device to perform one or more actions.

Abstract: A computer-implemented method for automating calls from a call center to a lead comprises determining, with at least one processor, a number of contact attempts based at least partially on at least one rule, determining, with at least one processor, a cadence of the number of contact attempts based at least partially on a predictive model, initiating a plurality of contact attempts based at least partially on the cadence, and ending the plurality of contact attempts in response to at least one of the following: the number of contact attempts has been met, a contact attempt is successful, the lead opted out, the lead scheduled a future contact attempt, or any combination thereof. A system and computer program product are also provided.

Abstract: A method for routing a call associated with a private dialing plan includes receiving a call directed to a destination endpoint associated with a private dialing plan (PDP), receiving an internal egress path identifier associated with the destination endpoint, and routing the call to an egress path identified by the egress path identifier.

Abstract: The present invention provides for routing calls between disparate domains, such as a circuit-switched subsystem and a multimedia subsystem. When a user element is homed in a first domain and roaming in a second domain, an incoming call will arrive at a gateway node in the first domain. As a result, a message identifying the user element and indicating that an incoming call has been received at first gateway node for the first domain is sent to a continuity control function (CCF) residing in the multimedia subsystem. The CCF will create and effect delivery of an inter-domain routing number to the first gateway node. The inter-domain routing number is used by the first gateway node to route the call to the second domain. The inter-domain routing number may be associated with a second gateway node of the second domain.

Abstract: A user device collects data corresponding to a plurality of communication options used by the user device to communicate with a contact. The data includes for each communication option, a time of last successful communication between the user device and the contact via the communication option. The communication options may include voice-mode communication options such as telephone numbers, and data-mode communication options such as e-mail addresses, instant messaging identifications, and social media identifications. In response to a failed attempt to communicate with the contact, the user device presents the plurality of communication options in a presentation through an interface of the user device. The presentation lists each of the plurality of communication options based on a probability of establishing a successful communication with the contact for each of the plurality of communication options.

Abstract: A microprocessor executable contact manager operable to determine, for selected different types of customer communication devices, a likelihood of contacting successfully a customer at a respective type of customer communication device and select, based on the likelihood, an order and/or sequence in which to contact customer communication devices of the different customer communication device types.

Abstract: Novel tools and techniques for implementing Transparent PSTN Failover. In some embodiments, a VoIP switch might receive a call request for connection between a calling party at a calling telephone number (“TN”) and a called party at a called TN. Based on a determination that connection via a session border controller (“SBC”) between the VoIP switch and an Internet Protocol (“IP”) gateway has been lost, the VoIP switch might route the call request to a PSTN redirect TN through the PSTN. One of the Class 5 switch of the PSTN or the IP gateway might replace the redirect TN with the called TN, based on a determination that the redirect TN represents a PSTN failover. The IP gateway may then route the call request to an IP PBX for terminating (establishing) the call connection between calling party and called party, without interception by an operator, receptionist, or auto attendant.

Abstract: Methods are provided for managing communications over a communications routing network. A data store is maintained of records of communications links established over the communications routing network between a first endpoint of the communications routing network and multiple second endpoints of the communications routing network distinct from the first endpoint. A frequency analysis is performed of the second endpoints to identify a frequency of establishing a communications link between the first endpoint and each of the second endpoints. A list is generated of a subset of the second endpoints in accordance with a result of the frequency analysis.

Abstract: A telecommunication system that can selectively establish communications with one of a plurality of telephony devices associated with a particular telephone number for a device in an enterprise network. More particularly, the system is configured to route an incoming telephone call received from an external device, such as a mobile device for example, to one or more of a plurality of telephony devices associated with the telephone number. The plurality of telephony devices may include personal digital assistants and other remote devices. In one embodiment, the system comprises a network server configured to connect the incoming telephone call from an external device to a telephony device, where voice communications are encrypted for transmission by the network server to the external device from which the incoming telephone call is received, and encrypted voice communications received from the external device can be decrypted, re-encrypted and/or stored by the network server if required.

Abstract: A broadcast signal receiver comprises a text data receiver for receiving broadcast text data for display to a user in relation to a user interface; a text-to-speech (TTS) converter for converting received text data into an audio speech signal, the TTS converter being operable to detect whether a word for conversion is included in a stored list of words for conversion and, if so, to convert that word according to a conversion defined by the stored list; and if not, to convert that word according to a set of predetermined conversion rules; a conversion memory storing the list of words for conversion by the TTS converter; and an update receiver for receiving additional words and associated conversions for storage in the conversion memory.

Abstract: A method may include receiving an instruction to communicate with a second computing device associated with a contact of a user of the first computing device, identifying one or more contact methods associated with communicating with the contact, identifying one or more communication capabilities associated with the second computing device, identifying unique pairs of contact methods and communication capabilities, selecting one or more unique pairs associated with a likelihood of reaching the contact via the associated contact method and, for each of the selected unique pairs, determining a cost associated with initiating communication to the identified contact method using the identified communication capability, and determining a reliability measure associated with the communication capability.

Abstract: In a portable telephone according to the present invention, a display displays a block indicative of an operator, predetermined information and a pointer; the operator can be operated in directions opposite to each other; and the controller controls the display so as to shift the pointer to a desirable position within a predetermined information on a screen of the display in accordance with an operation of the operator and also display a mark indicative of a direction to which the pointer can be shifted and in which the predetermined information exists, adjacently to the block along a shift direction through the operator.

Abstract: The present invention provides an effective technique for routing calls to one or more telephony terminals through a traditional telephony line as well as via a packet network. A terminal adapter is provided at a customer premise and supports multiple telephony terminals, which may be associated with the same or different directory numbers. For incoming calls, the telephony switch will determine whether to route the call over the traditional telephony line or through the packet network to the terminal adapter, which will facilitate the connection with one or more of the telephony terminals. The incoming calls can be routed to a specific telephony terminal based on incoming call indicia. The terminal adapter can initiate outgoing calls from the supported telephony terminals over the traditional telephony line or via the packet network to the telephony switch. Whether incoming or outgoing calls are routed through the telephony line or the packet network depends on system configuration and existing conditions.

Abstract: A device receives information associated with a calling party, validates the calling party for an originating locator service based on the calling party information, and sends an instruction to play an announcement requesting information associated with a called party. The device also receives the called party information from the calling party in response to the announcement, and retrieves called party destination information based on the called party information. The device then sends an instruction to originate a sequence of calls to the called party based on the called party destination information.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for selecting a first telephone number associated with an account for a targeted party and dialing the first telephone number to place an outbound call to the party. Accordingly, in particular embodiments, the first telephone number may be dialed to place a subsequent call after a first predetermined period of time as a result of detecting a busy signal for the initial call. Likewise, in particular embodiments, the first telephone number may be dialed to place a subsequent call after a second predetermined period of time as a result of detecting an automated answering device for the initial call. Furthermore, in particular embodiments, a second telephone number associated with the account for the party may be selected and dialed to place a subsequent call as a result of detecting a no-answer condition for the initial call.

Abstract: A computer implemented method for monitoring message usage on a communication device. An audible message may be outputted on the communication device in replacement of a pre-determined telephone tone. A duration parameter of outputting the audible message in replacement of the pre-determined telephone tone may be determined, and provided to a billing system for determining a compensation parameter.

Abstract: A communication system comprises a communication platform and a wireless service node. The communication platform receives first signaling for a call to a telephone number, and in response, transfers second signaling to alert a packet network appliance of the call, and the communication platform transfers third signaling. The wireless service node receives the third signaling, and in response, transfers fourth signaling to alert a wireless telephone of the call. The wireless telephone and the packet network appliance are simultaneously alerted of the call.

Abstract: Systems and methods are provided for establishing a communication session. A communication setup request with a service address may be received by a communication server from a first communication device. At least two communication devices associated with the service address may be identified. The communication server may transmit a call setup request to the at least two communication devices. A communication session can be established exclusively between the first communication device and a first one of the at least two communication devices that responds to the call setup request.

Abstract: A proxy telephone system and method is implemented on or as part of a communication network. Proxy telephone numbers are assigned to network users or subscribers. The phone numbers for a user's various communication terminals (e.g., GSM wireless unit, PHS wireless unit, home telephone, work telephone) are associated with the user's proxy number in a database. When a caller initiates a call over the network, the system determines if the dialed phone number is a proxy number. If so, the system accesses the list of phone numbers associated with the proxy number. The system automatically sequentially routes the call to the phone numbers associated with the proxy number in a pre-determined order until a connection is established. For example, the system might first route the call to the GSM wireless unit, and then to the PHS unit, and so on, until the user answers.

Abstract: A multimode handset and method that includes a first communications path adapted to communicate using a mobile telephone communications protocol, a second communications path adapted to communicate using a local cordless communications protocol, and a processing unit in communication with the first communications path and the second communications paths and configured to switch between the first communications path and the second communications path during a telephone call.

Abstract: A method for operation of a Serving Call Session Control Function (S-CSCF) server is provided. The method includes storing a plurality of records, each record corresponding to a respective one of a plurality of Internet Protocol Multimedia Services (IMS) terminals associated with a user, the plurality of records indicating an order of the IMS terminals for attempting to establishing a communication link with the user. The method also includes receiving an input from an application server indicating a request to change at least one of the records to indicate a different order, and changing the record. A system for operation of a Serving Call Session Control Function (S-CSCF) server, and a computer-readable medium having stored thereon computer-executable instructions, the computer-executable instructions causing a processor to perform a method for operation of a Serving Call Session Control Function (S-CSCF) server when executed, are provided.

Abstract: A method of establishing communication between a first and second user over a communications network, the second user being associated with contact information for at least one destination node. The method comprises allocating the contact information for the at least one destination node an identity from a set of available identities and displaying a hyperlink containing the identity on a display, wherein the hyperlink does not contain the contact information of the second user. The method also comprises the first user viewing the display using a terminal connected to the communications network and activating the hyperlink, and responsive to activating the hyperlink, transmitting from a client executed on the terminal a message to initiate communication, the message comprising the identity.

Abstract: A system and method for routing selected phone calls to a user having a plurality of communication resources is disclosed. Background information of a caller is identified. A context of the user is postulated based on available information. The user's communication resources are identified. A location of the user is estimated. A cascaded ringing program for routing the phone call to the user is identified based on the background information of the caller, the device type of the user's communication resources, the postulated context of the user, and the estimated location of the user. The phone call is then routed using the cascaded ringing program.

Abstract: A method for handling multiple call redirections in a voice messaging platform is provided that includes receiving a call at the voice messaging platform, wherein multiple, sequential redirecting numbers are associated with the call. The method also includes selecting a mailbox associated with a last number associated with the call when it is determined that the last number does not belong to a closed user group, and depositing a message in the selected mailbox. When the last number belongs to the closed user group, and if the closed user group does not allow individual call forwarding control, the method selects the mailbox based on a closed user group preference. An apparatus and a computer readable medium are provided.

Abstract: A user has access to first and second telephony services. A call setup request directed to a first telephony party identifier associated with the first service is received from a caller and it is determined that the user is not available via the first service. A call setup request is transmitted to a telephony service destination associated with the second service to establish a telephony session between the caller and the destination. Media data transmitted during the session is caused to be captured using a media capture device intermediate the caller and the destination. The captured media data or media data derived therefrom is stored in a media data store so that the user can access the media data after the end of the session to determine what media data was transmitted during the session. The stored media data or media data derived therefrom is made accessible by the user.

Abstract: The present invention provides a method for realizing a one-number multiple-terminal service, the method comprises the following steps: a calling terminal calls a called terminal in a first network; the first network triggers, when the called terminal is a one-number multiple-terminal service subscriber and the called number is a main number, the call service to an intelligent service platform; the intelligent service platform obtains, from the first network, a Temporary Local Directory Number (TLDN) of the called terminal corresponding to the main number, stores the TLDN and sends a service control indication to the first network; the first network routes the call to a Next Generation Network according to the service control indication from the platform; the next generation network triggers the call service to the platform; and the platform returns the TLDN of the called terminal corresponding to the main number and all other terminal numbers bound to the main number to the Next Generation Network to connect

Abstract: The present invention provides call processing for an incoming call based on the relative location of the user for which the call is intended. If the user is at a certain location, the incoming call is routed to one or more telephony devices associated with the user or location based on whether the user is at the location. If the user has multiple telephony devices associated with a given location and the user is at that location, an incoming call may be routed to one or more of the telephony devices. If the user is not at the location, the incoming call may proceed in normal course or may be processed as desired based on the user not being at the location. Different telephony devices may be associated with different locations, and different call processing rules may be implemented based on the location of the user.

Abstract: The invention discloses a method for establishing a session between a caller and a callee, applying to a next generation network, after said callee picking up, which includes: restarting a session negotiation with said callee via a first application server corresponding to the callee, upon obtaining a session description protocol of said callee, sending an update request message containing a session description protocol of said callee to a second application server corresponding to the caller; renegotiating, by the second application server, session with a caller according to said session description protocol of said callee; after the caller completing session update, returning a response message containing a session description protocol of said caller to said callee. The method can realize the multi-service nesting triggering or the forwarding triggering of several flows in one service, and can guarantee the proper connection between the caller and the callee.

Abstract: A method, system, and computer program product for providing Intelligent Outbound Calling provides enhanced calling services even when the called party is not a customer to such a service. A method for providing calling services may comprise storing contact information for a customer, the contact information comprising information relating to a plurality of contacts associated with the customer and for each contact, a plurality of contact telephone numbers, receiving an indication of a contact selected from among the plurality of contacts, and dialing a plurality of calls to the plurality of contact telephone numbers for the selected contact.

Abstract: A load balancing server system balances the load imposed by requestor requests for services across a set of service-providing servers. A network interface receives the requestor requests from a network communication system and sends server requests for services to the service-providing servers. A data processing system creates and maintains server status information indicative of whether each service-providing server is operational, and server pointer information identifying the service-providing server to which the next server request should be sent. In response to each requestor request, the data processing system causes the network interface to send one or more server requests for one or more services related to the requestor request to the service-providing server identified by the server pointer information and increments in a round-robin manner the server pointer information to the next operational service-providing server.

Abstract: A system for causing the simultaneous, or near simultaneous, receipt by multiple pre-identified communication termination endpoints of electronic messages sent at times respectively delayed relative to one another and inviting each of the communication termination endpoints to join a communication session. The system receives identification of associated communication termination endpoints that are to receive, at substantially the same time, electronic messages to join a communication session. The system determines and stores send time delays for each such communication termination endpoint that are calculated by a respectively appropriate method.

Abstract: A method for handling multiple call redirections in a voice messaging platform is provided that includes receiving a call at the voice messaging platform, wherein multiple, sequential redirecting numbers are associated with the call. The method also includes selecting a mailbox associated with a last number associated with the call when it is determined that the last number does not belong to a closed user group, and depositing a message in the selected mailbox. When the last number belongs to the closed user group, and if the closed user group does not allow individual call forwarding control, the method selects the mailbox based on a closed user group preference. An apparatus and a computer readable medium are provided.

Abstract: A multimode handset and method that includes a first communications path adapted to communicate using a mobile telephone communications protocol, a second communications path adapted to communicate using a local, cordless communications protocol, and a processing unit in communication with the first and second communications paths and configured to switch between the first and second communications path during a telephone call.

Abstract: A telephone system connects a user to a plurality of telephone call participants in a sequence of calls referred to as a “call chain.” Features of each call in the chain, such as the telephone number(s) of the participant(s) to be called and the scheduled duration of the call, may be stored in a computer-readable record. A first telephone call is established between the user and the first participant in the call chain. The first telephone call may be terminated automatically by the system upon expiration of a predetermined maximum duration or when the first participant hangs up the telephone. Upon termination of the first telephone call, a second telephone call is established between the user and the second participant in the call chain. A third and subsequent telephone calls may be established between the user and the subsequent participants in the call chain in the same manner.

Abstract: A communication apparatus comprises: a disaster information receiving section connected to a communication line for receiving disaster information therefrom; a microphone; a speech recognizing section for recognizing speeches input from the microphone; a communication section; and a control section. When the disaster information receiving section receives disaster information from the communication line, the speech recognizing section starts recognizing speeches from the microphone. When the speech recognizing section recognizes the presence of the speeches from the microphone, the control section controls the communication section to make a call to a predetermined destination of communication.

Abstract: Establishing a connection from a caller to a user using a pre-authorized credit from the user is described. A processor identifies one or more source identifications (IDs) for receiving pre-authorized credit for the incoming call. One or more destinations are specified to receive the incoming call. The processor defines a rule associated with the one or more destinations and the one or more source IDs. An interface receives the incoming call directed to one of the destinations from the caller. A storage area stores the defined rule. The incoming call and the caller are determined as a function of the one of the destinations, one or more identified source IDs and the defined rule. The pre-authorized credit is issued for the incoming call from the caller if it is determined that the incoming call to the destination satisfies the defined rule. The processor routes the incoming call to the user.

Abstract: A system for (and a method of) selectively establishing communication with one of plural devices associated with a single telephone number is provided. In a preferred embodiment, the system includes a wireless connect unit connected between an enterprise private branch exchange (PBX) network and a public switched telephone network. The wireless connect unit preferably serves as a gateway between the PBX and one or more remote communication devices. The remote devices can be used as standard PBX office telephones for both inbound and outbound telephone calls. Thus, features of the PBX network (e.g., voice mail, direct extension dialing, corporate calling plan, etc.) are available to the remote device even though they are not physically connected to the PBX. When the system receives an incoming call, it can route the call to an office telephone and one or more of the remote devices simultaneously or as desired by the user.

Abstract: Multiple instances of an incoming call in a unified communication system capable of communicating through multiple networks are provided to devices and/or applications associated with the called party. Upon acceptance or a global rejection of the incoming call through one of the end devices/applications, the remainder are provided a cancellation notice for the forked call request that includes information associated with which end device took the action, what type of action was taken, whether the action was based on automatic policy implementation.

Abstract: In one aspect, a method for operating a communication network comprising a plurality of nodes, whereby a databank is stored in shared manner among the nodes is provided. A first node extracts from the databank identification data for identifying and/or addressing the first node by a correspondent for recording, initiated by the first node, of a communication with the correspondent of an external communication system. In another embodiment, when the recording of a communication with a first node is initiated by a correspondent of an external communication system, a notification concerning the recording of the communication initiated by the correspondent by means of the databank can be supplied to a second node and the correspondent is then tracked. A for implementing the method is also provided.

Abstract: Described herein are systems and methods that enable users to configure, customize, or personalize names for called number identification information. Accordingly, when such information is displayed for an incoming phone call, a user is able to quickly determine which line is being called based on a better user-created description of the CNI information.

Abstract: A method and apparatus for routing calls for a subscriber based on the identification of the calling party or the originating line. Generally, the present invention operates to identify a calling party or originating line and then select a routing list based on this identification. Once a routing list has been selected, the call will be routed to the destination in the routing list. More specifically, when a call is received, an inquiry is made regarding the identity of the calling party or calling line. If the identification can be determined, then an attempt to retrieve a routing list associated with this identification is made. If a routing list has been provided for the identified party or line, the routing list will be retrieved. If a routing list has not been provided for the identified party or line, a default routing list will be selected for routing the call.

Abstract: A method includes receiving an identification value from a wireless beacon at a mobile device when the mobile device is within a detection area of the wireless beacon. The method also includes determining whether the wireless beacon is a recognized wireless beacon based on the identification value using a look up table accessible to the mobile device. An alternate communication address is selected from the look up table based on the identification value received from the wireless beacon, and communications addressed to the mobile device are redirected to the alternate communication address.

Abstract: A method for intercepting signals so as to change the ring mode of a mobile device includes the following steps. Initially, a signal about to enter a predetermined area is intercepted. Then, a specific ring mode is added to the signal according to contents of the signal. Next, the signal having the specific ring mode is sent to a mobile device located in the predetermined area. Subsequently, the mobile device uses the specific ring mode as the ring mode of the mobile device upon receipt of the signal. A device applying the method is also disclosed.

Abstract: Methods and apparatus to limit ring trees in voice over Internet protocol (VoIP) networks are disclosed. A disclosed example parallel ring policy enforcer comprises a memory to hold parallel ring tree information and a policy checker to enforce a parallel ring policy based on a parallel ring request and the parallel ring tree information.

Abstract: A method and apparatus for routing calls for a subscriber based on the identification of the calling party or the originating line. Generally, the present invention operates to identify a calling party or originating line and then select a routing list based on this identification. Once a routing list has been selected, the call will be routed to the destination in the routing list. More specifically, when a call is received, an inquiry is made regarding the identity of the calling party or calling line. If the identification can be determined, then an attempt to retrieve a routing list associated with this identification is made. If a routing list has been provided for the identified party or line, the routing list will be retrieved. If a routing list has not been provided for the identified party or line, a default routing list will be selected for routing the call.