Abstract: Improved approaches for users of electronic devices to communicate with one another are disclosed. The electronic devices have audio and/or textual output capabilities. The improved approaches can enable users to communicate in different ways depending on device configuration, user preferences, prior history, etc. In one embodiment, the communication between users is achieved by short audio or textual messages.

Abstract: Methods, systems, and software are disclosed for connecting insurance company customers contacting the insurance company to independent insurance agents.

Abstract: Aspects of the present disclosure describe receiving paging messages in wireless communications. A user equipment (UE) can receive one or more parameters for descrambling non-cell specific paging messages. The UE can receive, from one or multiple base stations, a non-cell specific paging message. The UE can descramble the non-cell specific paging message based at least in part on the one or more parameters.

Abstract: Techniques and architectures for implementing a team of virtual assistants are described herein. The team may include multiple virtual assistants that are configured with different characteristics, such as different functionality, base language models, levels of training, visual appearances, personalities, and so on. The characteristics of the virtual assistants may be configured by trainers, end-users, and/or a virtual assistant service. The virtual assistants may be presented to end-users in conversation user interfaces to perform different tasks for the users in a conversational manner. The different virtual assistants may adapt to different contexts. The virtual assistants may additionally, or alternatively, interact with each other to carry out tasks for the users, which may be illustrated in conversation user interfaces.

Abstract: Various examples in the present invention relate to an electronic device and a method for reducing noise by utilizing the same, the device and the method connecting a call using a headset, classifying a user voice signal received through the headset into a P voice signal and an N voice signal, applying the same voltage to the P voice signal and the N voice signal by using a noise reduction filter, and enabling the noise induced in the voltage to be removed by synthesizing the P voice signal and the N voice signal. In addition, other examples are possible.

Abstract: In a method for managing a contact center, the method includes: receiving, by a processor, a first incoming communication from a communication device associated with a customer; determining, by the processor, the first incoming communication should not be routed to any agents from among a first group of agents; routing, by the processor, the first incoming communication to an electronic device operated by an agent from among a second group of agents; monitoring, by the processor, an outcome of an interaction between the agent and the customer; determining, by the processor, a quality level for the agent in handling the interaction with respect to the first incoming communication; and routing, by the processor, a second incoming communication to the second agent based on the quality level for the agent in handling the interaction with respect to the second incoming communication.

Abstract: Methods and systems are disclosed to monitor a media device via a universal serial bus (“USB”) port. An example method includes obtaining a voltage output by a UBS port of the media device and determining if the voltage exceeds a threshold. If the voltage exceeds the threshold, the example method includes determining the media device is in an on state. If the voltage does not exceed the threshold, the example method includes determining the media device is in an off state.

Abstract: A multiphase voltage regulator includes a plurality of power stages, a plurality of current sense circuits, a controller and a current sense interface running between the controller and one or more of the current sense circuits. The current sense interface includes a separate line for each current sense circuit coupled to the current sense interface and which is configured to support single-ended or differential current sense. The regulator also includes a plurality of pullup circuits, each of which is connected to one of the current sense interface lines and has a higher impedance than the line to which it is connected. A fault detection circuit of the controller determines if an individual one of the current sense interface lines has an open fault, based on the pullup circuit connected to the line with the open fault pulling up the voltage on the line by more than a predetermined amount.

Abstract: A method for providing electronic group management that integrates scheduling, personnel management and communication functions may include associating a provider group with an exchange number such that the exchange number is immediately accessible to receive phone calls for on call services associated with the provider group. The method may further include associating a plurality of service providers with the provider group and associating at least one of the service providers with one or more temporal segments of a dynamically updateable reference schedule to define the at least one of the service providers as an on call service provider for the one or more temporal segments of the dynamically updateable reference schedule.

Abstract: A mobile device (101) includes: a memory for storing contact information of the mobile device, a transceiver for exchanging voice and/or data signals within a telecommunications network, wherein the mobile device is configured to: provide (501, 513) the contact information to a server in the network, initiate (202), in response to a first user input, a first voice connection to the server; and at least one of receive (2051), from the server, command data for initiating (2052) a second voice connection to a called party identified in the contact information; and send (2054) authorization to the server to access user credentials included in the contact information.

Abstract: Embodiments of the present invention provide a method, an apparatus, and a system for supplying power to an active noise reduction headset The method for supplying power to an active noise reduction headset includes: receiving a signal of first voltage transmitted by the terminal; processing the signal of the first voltage to obtain a signal of second voltage, where the second voltage is less than the first voltage, and the signal of the second voltage is transmitted to a noise reduction chip of the active noise reduction headset, so that the noise reduction chip of the active noise reduction headset acquires the signal of the second voltage to implement a noise reduction function. The method, apparatus, and system for supplying power to an active noise reduction headset provided in the embodiments of the present invention are used to supply power to the active noise reduction headset.

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 adapter apparatus for a headset accessory and a signal transfer method of the headset accessory are provided. The adapter apparatus includes an earphone jack, a connection interface and a device adapter circuit. The earphone jack is suitable for a plug of the headset accessory to plug in. The connection interface is suitable for being electrically connected with a portable device. The device adapter circuit is electrically connected to the earphone jack and the connection interface to receive a headset control signal of the headset accessory and provide a device control signal to the portable device via the connection interface. The device adapter circuit provides the device control signal based on a DC level and a frequency of the headset control signal.

Abstract: A headset system (1) comprising a first telecommunication device (3) comprising a desk phone or a computer (4) with an installed softphone, a second telecommunication device, such as a mobile phone or a smart phone (6), and a headset (2) comprising a cord (5) with a first connector (7), by means of which the headset (2) is adapted to be interchangeably connected to the first telecommunication device (3) and the second telecommunication device (6). The headset system (1) is adapted to transfer a call from the first telecommunication device (3) to the second telecommunication device (6), when the first connector (7) is unplugged from the first telecommunication device (3).

Abstract: A headset system (1) comprising a first telecommunication device (3) comprising a desk phone or a computer (4) with an installed softphone, a second telecommunication device, such as a mobile phone or a smart phone (6), and a headset (2) comprising a cord (5) with a first connector (7), by means of which the headset (2) is adapted to be interchangeably connected to the first telecommunication device (3) and the second telecommunication device (6). The headset system (1) is adapted to transfer a call from the first telecommunication device (3) to the second telecommunication device (6), when the first connector (7) is unplugged from the first telecommunication device (3).

Abstract: Systems and methods for call and lead tracking are disclosed. The systems and methods may generally include receiving a request sent to a database stored on a computer readable medium in response to online activity and any user information that may be collected or known, creating a record in the database in response to the request, generating a code associated with the record, assigning a call extension corresponding to the code such that the call extension is associated with the record, and associating the incoming call, web activity, as well as resulting financial transactions and follow-on activities with the website activities. The association may happen through remote communication with a system that receives the incoming call.

Abstract: Architecture for enabling identification of a call party's representative during calls on behalf of the call party. The call representative is delegated to initiate or answer an IP call on behalf of the call party. An IP-telephony component initiates or answers the IP call by the call representative on behalf of the call party. The IP-telephony component can be an IP telephone, or any other suitable IP calling interface. An identification component presents a representation notification identifying the call representative to a connected call party. The representation notification can be displayed on a caller ID display on an IP phone, or can be displayed on a user interface of the personal computing device, for example. The calls can be point-to-point IP calls with a single participant, or can be conference calls with multiple participants, and can be performed with one or more suitable protocols.

Abstract: A telephony system is presented that enables one user to monitor another user's extension and perform functions on calls destined for the other user's extension. The system includes a server with a telephony management software (TMS) unit, a telephony application programming interface (TAPI) unit, and an application unit. The application unit includes a control module, association module, presentation module, park module, monitoring device interface module, and storage interface module. A server sends information to a monitoring device regarding the status of a monitored extension and calls offering on that extension. A server also enables a user to navigate through multiple calls offering and park a selected call.

Abstract: The present invention allows a user to screen messages being left at a hosted voicemail system from a telephone terminal. Incoming calls intended for the telephone terminal are routed to the voicemail system immediately or after attempting to connect incoming call to the telephone terminal. As the caller is leaving a message at the voicemail system, a connection between the incoming call, voicemail system, and telephone terminal is established to allow the user to listen to the message and decide whether to take the call. The user may decide to take the call or let the caller finish leaving the message. In one embodiment, the telephone terminal is equipped to open only the speaker channel for monitoring the message and will provide a fully bi-directional connection if the user takes the call. The supporting switch and telephone terminal communicate with each other to facilitate the monitoring and taking of calls.

Abstract: A request destination management table that stores therein a service ID uniquely identifying a service being interrelated with a request destination to which execution of a service is requested and a report destination management table that stores therein a call ID uniquely identifying a call being interrelated with a report destination of a call state transition report indicative of state transition of the call are provided. An IP telephone receives a request for a supplementary service, obtains a request destination corresponding to a service ID of the supplementary service from the request destination management table, and transfers the request for the supplementary service to the request destination. The IP telephone receives a call state transition report, obtains a report destination corresponding to a call ID of the call state transition report from the report destination management table, and transfers the call state transition report to the report destination.

Abstract: Systems and methods for terminating telephony communications to a mobile telephony device that is roaming outside of its native service area make use of a mobile roaming termination service. The mobile roaming termination service causes the native mobile telephony service provider that provides service to the mobile telephony device to forward incoming telephony communications directed the native telephone number of the mobile telephony device to a forwarding access number. The mobile roaming termination service receives telephony communications directed to the forwarding access number, and then terminates the telephony communication to the mobile telephony device via any one of multiple different methods. The mobile telephony service provider can be instructed to implement and cancel call forwarding instructions by dialing a special character string on the mobile telephony device.

Abstract: A monitoring device 132 provides a shared call stack to a monitored extension and one or more proxy extensions. For example, the monitored extension is a boss' extension in a business environment, and the proxy extension is an extension for a boss' secretary. The monitoring device 132 detects an incoming call for the monitored extension. The incoming call is redirected, by the monitoring device 132, to a shared extension that is associated with the monitored extension. The shared extension has a shared call stack. The shared call stack has a call stack position that is shared with a proxy extension. The incoming call is made available as a call option in the call stack position so that the monitored extension and the proxy extension can user the monitoring device to perform call functions on the incoming call. The monitoring device can also perform call functions on outgoing calls.

Abstract: The present invention allows a user to screen messages being left at a hosted voicemail system from a telephone terminal. Incoming calls intended for the telephone terminal are routed to the voicemail system immediately or after attempting to connect incoming call to the telephone terminal. As the caller is leaving a message at the voicemail system, a connection between the incoming call, voicemail system, and telephone terminal is established to allow the user to listen to the message and decide whether to take the call. The user may decide to take the call or let the caller finish leaving the message. In one embodiment, the telephone terminal is equipped to open only the speaker channel for monitoring the message and will provide a fully bi-directional connection if the user takes the call. The supporting switch and telephone terminal communicate with each other to facilitate the monitoring and taking of calls.

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: The present invention provides a “Phone Log” in a telephone switchboard for recording the extension numbers, the phone numbers dialed by the extension numbers and the accumulated times. When there is an outside call, the telephone switchboard will first check the “Phone Log” whether the telephone number of the outside call is on the “Phone Log” or not; if the telephone number of the outside call is on the “Phone Log”, then the outside call (callback) is connected directly to the corresponding extension; otherwise the outside call will be connected to an auto-attendant for connecting. As the accumulated time of each of the records reaches a time limit, the related record will be cleared out. After the callback is picked up by the corresponding extension successfully, the related record is also cleared out.

Abstract: A schedule for a desired call, obtained, for example as an SMS message sent from a user's mobile station, enables a server to automatically initiate set-up of a voice call for the user's mobile station at a scheduled time selected by the user and indicated in the message. The user can specify time and a telephone number for the call, in advance, in the call scheduling request message. However, at the time of the call, the user does not need to read a reminder or dial the call. The call scheduling and automatic set-up services described by way of examples herein may be very useful, for example, for attending important conference calls. This may also be very useful for setting a reminder to call a special person to wish him/her well on his/her birthday/anniversary etc.

Abstract: An apparatus, a method, and a computer program are disclosed. According to one example the apparatus may be configured to receive via the receiver a message from a mobile device to connect with an agent. The apparatus may also be configured to determine and select an available agent via the processor in order for the mobile device to communicate with the available agent, and transmit via the transmitter an agent availability message to the mobile device, wherein the agent availability message requires an acknowledgement from the mobile device prior to connecting the mobile device with the available agent.

Abstract: A distributed call pickup group system comprises a call manager having an extension module. The extension module further comprises a group pickup module, a group pickup call stack, a backup group pickup module and a monitoring group pickup module. The extension module controls and manages the functionality associated with the group pickup feature. The group pick module advantageously allows any extension regardless of its location in the system or the switch to which it is connected to be included within a pickup group. The backup group pickup module provides fault tolerance for the pickup functionality such that if a particular switch and its associated group pickup module fail, a backup group pickup module is identified and made operational. The present invention also includes a variety of methods including a method for creating a group pickup list, a method for performing through pickup and a method for backing up group picked up.

Abstract: An answering service answers calls on behalf of called parties when callers place incoming calls to the called parties and the called parties are unable or unwilling to answer the incoming calls directly. A dynamic shield is employed to detect and respond to unwanted (“junk”) calls from nuisance callers. The dynamic shield includes: a detection module that detects patterns from calls received at the answering service and, for each of one or more nuisance callers, identifies the nuisance caller from the detected patterns; a database module within which the detection module creates and stores a caller record corresponding to the identified nuisance caller; and a shield module operating with reference to the caller record in the database module to screen out further junk calls from the identified nuisance caller.

Abstract: An exemplary telephone apparatus which can transfer a first phone call from a Bluetooth enabled cellular phone to a home phone and, making a second cellular phone call by a home phone via a Bluetooth enabled cellular phone, includes a Bluetooth enabled integrated chip (IC). The IC includes a Bluetooth modem configured for receiving a Bluetooth signal from a Bluetooth radio frequency (RF) antenna of the cellular phone, a central processing unit (CPU) built-in the IC, for switching controlling of transferring between the first phone call and the second phone call, and a digital signal processor (DSP) and a CODEC built-in the IC. The telephone apparatus makes use of digital signal processing technology to generate and decode various tones and signals. The telephone also avoids the problem of distortion of DTMF tone during transmission through a Bluetooth RF.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.

Abstract: A telephony system is presented that enables one user to monitor another user's extension and perform functions on calls destined for the other user's extension. The system includes a server with a telephony management software (TMS) unit, a telephony application programming interface (TAPI) unit, and an application unit. The application unit includes a control module, association module, presentation module, park module, monitoring device interface module, and storage interface module. A server sends information to a monitoring device regarding the status of a monitored extension and calls offering on that extension. A server also enables a user to navigate through multiple calls offering and park a selected call.

Abstract: A computing system of an answering service answers an incoming call from a calling party on behalf of a called party, and allows an agent to converse with the calling party. Contact with the called party is established while the incoming call from the calling party is still in progress, and a signal is received from the called party for the called party to monitor the incoming call without joining in. Upon detecting a disconnection of the monitored incoming call between the agent and the calling party, the called party is notified that the incoming call has ended and the agent and the called party are allowed to converse with each other over the called party call regarding the incoming call from the calling party.

Abstract: A computing system of an answering service answers an incoming call from a calling party on behalf of a called party, and allows an agent to converse with the calling party relating to a purpose of the incoming call from the calling party. At a triggering point, a signal is received from the agent while the incoming call from the calling party is still in progress. The triggering point occurs when the agent determines that the calling party is calling regarding a predetermined urgent matter. Contact with the called party is commenced upon receiving the signal and communication between the calling party and the called party is effectuated while the incoming call from the calling party is still in progress.

Abstract: Embodiments of the present disclosure provide methods, systems, and devices for user supervision and notification. In this regard, one embodiment of such a method, among others, can be broadly summarized by the following: monitoring activities performed by a telephone device; and notifying a user of the activities performed by the telephone and identification of users performing the activities, notification of activities being made by the telephone device.

Abstract: A method that includes receiving a first call request from a second user to a first user, establishing a first dialog between a network element and the first user, establishing a second dialog between the network element and the second user, establishing a third dialog between the network element and a third user in response to a second call request from a third user, establishing a fourth dialog between the network element and the first user as a result of establishing the third dialog, waiting for a response from the first user in the fourth dialog and receiving one or more indications of actions from the first user to manage the disposition of the second call request.

Abstract: A cordless handset receives status information from two or more base units indicating at least one of a waiting status and a non-waiting status. The non-waiting status may further include an internal-line-call status and/or an external-line-call status. The cordless handset may display the status information on a display with the status information corresponding to the base units.

Abstract: A call documentation system (10) stores a call log of calls for a user in a call log database (30). The user can prepare a note (22) and the system associates the note with an entry in the call note database (30). Typically, notes are stored in a log notes database (32) which is linked to the call note database (30) through a database manager (29). Notes can be shared with other users.

Abstract: A computing system of an answering service answers an incoming call from a calling party on behalf of a called party, and allows an agent to converse with the calling party. Contact with the called party is established while the incoming call from the calling party is still in progress, and a signal is received from the called party for the called party to monitor the incoming call without joining in. Upon detecting a disconnection of the monitored incoming call between the agent and the calling party, the called party is notified that the incoming call has ended and the agent and the called party are allowed to converse with each other over the called party call regarding the incoming call from the calling party.

Abstract: A computing system of an answering service answers an incoming call from a calling party on behalf of a called party, and allows an agent to converse with the calling party relating to a purpose of the incoming call from the calling party. At a triggering point, a signal is received from the agent while the incoming call from the calling party is still in progress. The triggering point occurs when the agent determines that the calling party is calling regarding a predetermined urgent matter. Contact with the called party is commenced upon receiving the signal and communication between the calling party and the called party is effectuated while the incoming call from the calling party is still in progress.

Abstract: In some embodiments, a future availability system may include one or more of the following features: (a) a memory having, (i) a future availability program that allows a caller to obtain future availability information about a call recipient if the caller has been designated by the recipient to have access to the future availability data, (ii) program that notifies the caller through a method chosen by the caller when the call recipient's availability changes (b) a processor coupled to the memory that executes the future availability program, (c) an inference engine located on the memory that stores information about the call recipient.

Abstract: Called party information is provided during survivable processor mode operation of a branch included in a distributed private branch exchange communication system for support of features that require information identifying the called party. More particularly, a coverage path for use during survivable processor operation is enabled that establishes contact with an extension or coverage point over the public switched telephony network such that operation of system appears normal to a caller. Furthermore, for a given coverage point, the same coverage path can be used for a number of extensions, reducing administrative burden.

Abstract: A terminal operated at a switching facility has at least one indicating element which indicates operating modes of another terminal allocated to the indicating element. The other terminal is operated at another switching facility. Calls to the other terminal may be picked up by operating a function element, e.g., pressing a key, associated with the indicating element that indicates the operating modes of the other terminal, when an incoming call to the other terminal is indicated.

Abstract: In one embodiment, a method for enhanced call pickup includes accessing data indicating a current status of each of one or more users in a call pickup group (CPG) with respect to an incoming phone call to a phone number corresponding to the CPG and communicating the data to one or more endpoints of one or more users in the CPG for display to one or more users in the CPG. A display of the data to a first user in the CPG facilitates the first user determining a current status of each of one or more second users in the CPG to facilitate a decision by the first user regarding whether to pick up the incoming phone call.

Abstract: There is disclosed a call answering system comprising storage means for storing a user specified address; means for recording voice messages associated with the user; and forwarding means for forwarding recorded voice messages to the user specified address.

Abstract: A communication system based on a communication protocol such SIP includes a first communication terminal Bob and a second communication terminal Bill, wherein the second communication terminal Bill has a unit, when the first communication terminal Bob receives an incoming message from a source communication terminal Alice, transmitting a substitute response control message to the first communication terminal Bob, the first communication terminal Bob has an incoming message transferring unit, when receiving the substitute response control message, transferring the incoming message given from the source terminal Alice to the second communication terminal Bill and has a response message transmitting unit transmitting to the source communication terminal Alice a response message containing contact information for specifying the second communication terminal Bill, and a call is established between the source communication terminal Alice and the second communication terminal Bill.

Abstract: A method of processing calls received at an interactive voice response (IVR) server is provided and includes receiving a telephone call at the IVR. Caller identity data that is associated with the telephone call is received and a customer profile that includes a list of individual names associated with the caller identity data is received. Each of the individual names is mapped to a speech recognition grammar pattern. Further, a caller of the telephone call is prompted to speak their name. A spoken name from the caller is received and recorded. Moreover, the spoken name is converted into a speech recognition grammar pattern. Thereafter, the speech recognition grammar pattern associated with the spoken name is compared to each of the speech recognition grammar patterns associated with the individual names retrieved from the customer profile.

Abstract: A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller-agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent.

Abstract: Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller-agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent.