Abstract: Connecting a caller with a plurality of destinations using a destination list received from a caller or a designated user. Attempts are made to connect the caller with each of the destinations in the stored destination list, with each attempt including a connectability query to determine whether either the caller or the destination is connectable. Thereafter, the other party is called and offered a connection attempt to the first party. If the second party accepts, a call is made to the first party. If the first party is indeed connectable and answers the call, a connection is established between the two parties. Once the destination list is stored, attempts to connect the caller with each destination can be separately initiated or paused. Furthermore, the stored destination list can be edited even after connection attempts have been initiated.

Abstract: A method, system and apparatus for automatic call completion in a directory assistance system in concert with the public switched telephone network (PSTN). In accordance with the present invention, a method for automatic call completion in a directory assistance system can include receiving and processing a directory assistance request from a calling party over the PSTN. An address for the calling party can be retrieved from the PSTN and an address for a telephone number produced by the directory assistance request can be second retrieved from within the directory assistance system. Prospective telephone charges can be computed based upon the retrieved addresses and the calling party can be prompted with the computed prospective charges. Finally, a call can be automatically completed between the calling party and the telephone number.

Abstract: Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database, the system comprising a processor and a memory coupled to the processor. The memory comprising a list of telephone numbers associated with one or more destinations implementing IVR menus, wherein the one or more destinations are grouped based on a plurality of categories of the IVR menus. Further the memory includes instructions executable by said processor for automatically communicating with the one of more destinations, and receiving at least one customization record from said at least one destination to store in the IVR database.

Abstract: Methods and systems are disclosed for providing context information pertaining to a request of a directory assistance operator service based on a context identifier. The context identifier permits the directory assistance operator service to obtain context information including a location of the user and a location relevant to a directory listing search. The context identifier also can be used to pass context information or directory listing information across multiple types of user devices that use different types of services including a television service, a mobile service, a landline telephone service, and Internet service, and third party devices to permit enhanced directory assistance services to be provided to the user.

Abstract: A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

Abstract: A system and method is provided to operate a directory assistance call center based upon data stored in a directory assistance database and a line information database (LIDB). A caller can access a directory assistance call center to request phone listing information about a particular party. The directory assistance call center can send a query to a directory assistance database for the requested information. Moreover, if the requested information is not found, then the directory assistance call center can send a query to a LIDB or CNAM database provider. The LIDB or CNAM database provider can forward the query to a local LIDB or CNAM database and to other remote LIDB or CNAM database providers to find the requested information.

Abstract: A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.

Abstract: A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester. A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry. An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.

Abstract: A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester. A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry. An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.

Abstract: The graphical display capability and the digital data communication capability of wireless mobile handsets are used to present a customized directory of a called enterprise on the display screen of the mobile handset to allow the caller to identify their desired call destination by name. A directory database stores directory information for each call destination of the enterprise. An incoming call to an enterprise IVR unit causes a directory manager to generate a request for user data which is forwarded to the mobile handset via a gateway. The mobile handset opens a data connection and forwards the user data to the directory manager. The directory manager evaluates at least one access rule in response to the user data to select relevant directory information from the directory database, and the directory manager forwards the relevant directory information to the mobile handset for display. Then the user of the mobile handset selects a call destination based on the displayed directory information.

Abstract: A method for providing directory assistance, including receiving at least one request from a requester for an un-listed contact information, where the un-listed contact information is stored in one of a plurality of carrier databases. A request is generated to a third party for the un-listed contact information, where the third party is in contact with the carriers, one of which has the un-listed contact information. A notification is received from the third party indicating that the un-listed contact information has been retrieved by said third party and a message is sent to the un-listed contact information, through the third party, indicating that the requester is trying to contact them.

Abstract: Embodiments disclosed herein provide systems and methods that allow a mobile device to fully access unified communication services. In a particular embodiment, a mobile device receives a user input indicating a destination identifier for a call and processes the destination identifier to determine whether the destination identifier is associated with a unified communication service. If no, the mobile device connects the call. If yes, the mobile device generates and transfers a text message indicating that the mobile device is requesting the service to an intermediate communication system in a first carrier network. The intermediate system receives and processes the text message to determine a first portion of the service that is associated with the mobile device. The intermediate system initiates the call to the mobile device to connect the mobile device with a unified communication system via the intermediate system and provides the first portion of the service.

Abstract: A communications system for providing a service includes an interface configured to receive a directory assistance communication from a requester seeking a desired listing from among a plurality of available desired listings. A processor is configured to obtain a stored profile associated with the requester, the profile including at least one delivery preference set by the requester relating to the format in which said requester desires to have the desired listing delivered to them. A device configured to provide a communication listing associated with the desired listing to the requester, in response to the directory assistance request, in accordance with the preference proscribed by the requester in the profile and then connecting the requester to a second communication listing associated with the desired listing.

Abstract: Directory assistance provides telephone number look up services to callers based on the business or caller name as listed in a telephone directory. As such, directory assistance in the prior art provides a value-added service to telephone users and an expense that must be charged back to telephone subscribers or absorbed by telephone carriers. The present invention provides a method and system whereby directory assistance is enhanced to deliver a targeted advertising service to telephone listing owners and advertisers. The enhanced directory assistance (EDA) service of the present invention becomes an additional revenue source for carriers. The present invention also provides a method and system for dynamically ordering these directory listings and tracking subsequent telephone referrals.

Abstract: An active call between two parties can be established as a call having priority over other users in a tiered priority system. Changes to the level of priority are permitted if made by an authorized user in attendance on the active call. The change of call priority can be to either raise or lower the priority based on call circumstances. If approved, the new active call priority level is propagated to other nodes and switches so that system knowledge of the new priority level is consistent. The new priority level is reset to the pre-established call priority level after the active call is completed.

Abstract: A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.

Abstract: A system, method and program product for providing voice response unit (VRU) shortcuts. A system is provided that includes: a user interface for allowing a user to input a targeted VRU, a goal, and call-specific information; a data mapping system for mapping the call specific information and user information pre-stored in a database to a VRU map associated with VRU; a VRU interface system for initiating a call with the targeted VRU and navigating the targeted VRU to an option associated with the goal; and a system for telephonically connecting the user with the targeted VRU when the option associated with the goal is reached.

Abstract: Systems and methods may include generating, using keypad letter mapping, a plurality of alphabet strings corresponding to digits of a telephone number; identifying, for one or more of the alphabet strings, a sequence of letters forming at least one term; calculating, using a metric, a value of the at least one term; and storing, in association with the telephone number in a database, the one or more of the alphabet strings for which an associated value exceeds a particular threshold.

Abstract: A method of redirecting a directory-assistance call includes receiving a directory-assistance request from a caller, determining via a free directory-assistance service whether information corresponding to the directory-assistance request is available, responsive to a determination that the information is available, presenting, to the caller, the information free of charge to the caller and, responsive to a determination that the information is not available, redirecting the directory-assistance call to a chargeable directory-assistance service.

Abstract: A communication assistance system includes a telephone switch for receiving calls from a plurality of requesters, a call center for routing each of said received calls to an operator terminal, and a first database configured to store said information corresponding to each of said subscribers. The system includes a masking feature that allows it to connect a requester to a subscriber without revealing subscriber's mobile telephone number.

Abstract: The application relates to a network assisted calling service comprising a service call to an assistance entity which translates an indication of a destinatin party into a destination identifier which is subsequently used for the establishment of a user call between the calling and the destination party. In the prior art the user call has either to be set up manually by the calling terminal or it is set up by the network node to which the assistance entity is connected which suffers from disadvantages with respect to routing, complex charging schemes, etcetera. In the method of the invention, this is resolved by said destination identifier being returned through a signalling channel associated with the operative connection. The destination identifier is either returned to the calling party's terminal (C) or is returned to a network node (N). Either the terminal (C) or the network node (N) subsequently set up the user call.

Abstract: A method and system for providing directory assistance to erroneous calls. The method and system includes an intercept system that intercepts erroneous calls and automatically routes them to a directory assistance service. The directory assistance service provides a least one advertisement and a variety of other internal and external information services to the callers using a business subscriber information service, a white page database service; a yellow pages database service; a business intelligence database service; and/or an Internet search service.

Abstract: A method and system for providing directory assistance to erroneous calls. The method and system includes an intercept system that intercepts erroneous calls and automatically routes them to a directory assistance service. The directory assistance service provides a least one advertisement and a variety of other services to the callers using a business subscriber information service, a white page database service; a yellow pages database service; a business intelligence database service; rule-based expert system service; and/or an Internet search service. The directory assistance service accepts fees from advertisers, businesses and providers of the variety of services to refer information to callers.

Abstract: A method and system for providing directory assistance to erroneous calls. The method and system includes an intercept system that intercepts erroneous calls and automatically routes them to a directory assistance service. The directory assistance service provides a least one advertisement and a variety of other services to the callers using a rule-based expert system service.

Abstract: Methods and apparatus to provision network resource records are described. An example method of provisioning a plurality of resource records in a telephone number mapping system includes receiving first and second inputs to define a range of numbers corresponding to a plurality of resource records; creating an object in a first server, the object having one or more attributes to represent the plurality of resource records; and automatically provisioning the plurality of resource records in a second server based on the one or more attributes of the object.

Abstract: A method of redirecting a directory-assistance call includes receiving a directory-assistance request from a caller, determining via a free directory-assistance service whether information corresponding to the directory-assistance request is available, responsive to a determination that the information is available, presenting, to the caller, the information free of charge to the caller and, responsive to a determination that the information is not available, redirecting the directory-assistance call to a chargeable directory-assistance service.

Abstract: A system and method for improved directory assistance searches involving feedback from previous calls made to telephone numbers in a vendor database, in order to improve the quality of customer service and satisfaction by the vendors associated with the telephone numbers, and to find the vendors associated with the telephone numbers that have provided quality customer service in the past. The system and method automatically rates a telephone number according to a plurality of parameters. The rating produces a relevancy score relating to the quality of customer service and satisfaction (QOCS) associated with calling the vendor telephone number. Vendors associated with telephone numbers that score high on the QOCS scale are given priority to incoming calls from consumers seeking directory assistance in the vendors' field.

Abstract: In an information/call center where calls are received, requesting information concerning entities, goods and services, directions to a given destination, etc., data is collected in processing such calls. In accordance with the invention, the collected data is analyzed to generate dynamic data to supplement and/or improve the traditional databases, typically searched by an operator for responses to the information requests. In providing a public information assistance service, such dynamic data may concern, e.g., the most popular movies, restaurants, requested categories, etc. In providing a personalized information assistance service, such dynamic data may concern, e.g., previous telephone connections made for a subscriber, the most popular telephone connections requested by a subscriber, etc. In addition, based on the past search behavior, “fuzzy” logic is developed for correlating between search terms.

Abstract: A method and an apparatus to disambiguate requests are presented. In one embodiment, the method includes receiving a request for information from a user. Then data is retrieved from a back-end database in response to the request. Based on a predetermined configuration of a disambiguation system and the data retrieved, the ambiguity within the request is dynamically resolved.

Abstract: A dialed number of a called party is received from a calling party. Based on the dialed number, a name of the called party is retrieved from a database. An audio message which includes the name of the called party is generated and communicated to the calling party. A call is routed between the calling party and the called party after said communicating the audio message.

Abstract: Communication address identification information is obtained. A communication address number is collected from a customer at a telecommunications apparatus in response to a trigger being initiated at a switch and a connection being established between the switch and the telecommunications apparatus. Communication address identification information is obtained from a memory in response to collecting the communication address number from the customer. The communication address identification information is returned to the customer when communication address identification information corresponding to the communication address number is available at the memory.

Abstract: A communication assistance system provides access to information corresponding to a plurality of subscribers. The system includes a means for receiving incoming communications from a plurality of requesters desiring to access the information corresponding to subscribers and a database directory listing storing information corresponding to each one of the subscribers. The information includes a pre-announcement field containing information indicating whether a requester is pre-announced before a connection to a subscriber is made.

Abstract: One embodiment of the invention provides a method of handling a telephone call. The method includes providing a multi-tenanted computer-telephony integration (CTI) server. The different tenants correspond to various outlets for one or more product or service offerings. The CTI server is located outside the customer premises for the various outlets. The method further includes receiving a call directed to one of the outlets and using CLI for the call by the CTI server to identify the calling party and a customer profile for the calling party. The customer profile is based on previous orders. The method further includes queuing the call within the network if it is determined that the outlet is unable to currently service the call, and forwarding the call to the outlet to process the call. The CTI server uses the customer profile for providing priority call handling treatment for loyal customers.

Abstract: Automatically created and dynamically updated lists of a user's frequently called contacts and favorite calling numbers may be provided via a frequently called contacts and favorite calling numbers application. If a call usage count associated with a particular phone number meets a prescribed threshold, the phone number may be added to a frequently called contacts list. Given a user's call frequency and type, the frequently called contacts list may be updated dynamically. A favorite calling numbers list may be generated manually or automatically based on various criteria for adding contact numbers to the list. Both the frequently called contacts list and the favorite calling numbers list may be tied in with a service provider's billing system, wherein special rates or discounts may be applied to calls made to or received from phone numbers in the frequently called contacts list or favorite calling numbers list.

Abstract: In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped to leverage the on-demand database service. The ability of embodiments to provide such client side infrastructure can enable additional enhanced services in conjunction with telephone calls, etc.

Abstract: A method and communications device for displaying a contacts directory to a user. A contacts directory comprising a plurality of contact entries is maintained. Each contact entry includes a corresponding contact identifier and a corresponding contact address. A communication metric is maintained for at least some of the plurality of contact entries based on communication interactions via the corresponding contact address of the contact entry. A request to display the contacts directory is received. The contact identifiers are ordered in an order based at least in part on the communication metric. At least a portion of the plurality of contact identifiers is displayed on a display in the order.

Abstract: A system and method of publishing contact information is disclosed. In a particular embodiment, the method includes receiving a command to publish a collection of contacts to a plurality of recipients, where the collection of contacts is associated with a network address book of a sender. The method also includes receiving a distribution list that identifies the plurality of recipients. Additionally, the method includes sending a notification to each of the plurality of recipients, where the notification includes an invitation to subscribe to the collection of contacts. The method also includes sending the collection of contacts to at least one of the plurality of recipients who subscribes to the collection of contacts.

Abstract: The present invention provides an option to record messages that can be geared to specific audiences, using PIN-restricted access as needed. The present invention provides a method and apparatus way for subscribers to record a number (more than one) of personalized messages or greetings geared towards specific callers or audiences in a plurality of bulletin boards associated with a single telephone number. The personalized greetings comprise public messages, private messages, public comments and private comments. The method and apparatus of the present invention also ensures customer privacy and increases the level of security by providing an option to PIN-protect the content and access to the content for each of the public and private recorded messages and comments.

Abstract: A telephony system (100) includes a user device (110, 130) configured to enable a user of the telephony system (100) to place and receive telephone calls, and a service node (180, 185) configured to communicate with the user device (110, 130) and to thereby provide the user with an automated voice interface to the telephony system (100) upon the user's initiating access to the telephony system (100) via the user device (110, 130). The automated voice interface permits the user to verbally specify a desired objective corresponding to any one of a number of predefined objectives, the predefined objectives including directory assisted call placement and at least one form of information retrieval. Upon receiving the desired objective from the user, the service node (180, 185) acts to implement the desired objective.

Abstract: A method and system for an automated departure strategy from an automated system includes a track engine and an error engine. The track engine allows for the tracking and storing of one or more utterances spoken by a caller in response to one or more prompts. In addition, the track engine classifies each of the utterances with a confidence level. The error engine determines when one of the utterances initiates an error condition and transfers the caller to an operator on the occurrence of the error condition. In addition to transferring the caller to the operator, the error engine plays to the operator an error utterance, causing the error condition, and a preceding utterance, preceding the error utterance. Furthermore, the error engine populates an operator screen with information provided by the caller in the utterances for utterances classified with a high level of confidence.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

Abstract: A communication assistance system includes a first database having a plurality of listings, each listings has at least one contact name and a corresponding contact number. A means is provided for receiving communications from a user among a plurality of users desiring to access the listings. An operator terminal displays a search screen among a plurality of search screens, each of which maintain at least a partially different arrangement of content and search windows for receiving search terms to search for listings contained in the first database, where the displayed search screen is determined based on criteria contained in a search request from the user. The operator terminal is further configured to receive the communication from the user and retrieve a listing from the first database using the displayed search screen.

Abstract: Methods for routing a call based on voice activated dialing (VAD). A VAD device module may respond to a VAD instruction, or to a call received with a VAD instruction with a corresponding call destination number obtained from a personal VAD directory. If the personal VAD directory fails to include the call destination number, the VAD device module may route the call or initiate a call through a gateway to a VAD network module. The VAD network module may obtain call destination information from the VAD instruction, and may use the call destination information obtain the call destination number. The VAD network module may obtain additional information from the call or other source, and use the additional information to obtain the call destination number. The call then is routed to the call destination number. The call destination number may be added to the personal VAD directory.

Abstract: A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing individual listing information items on a restrictive basis, caller identification service, etc. To personalize the services, at least one profile record associated with the user is used which specifies the subscribed services and the preferred ways of receiving information. For example, the profile may specify use of a special skilled operator, personal interests, methods of delivery of targeted information to the user, etc.

Abstract: Information, such as advertising, is presented to VoIP users (12) via a combination of telephone and data streams during session initiation via an IP phone or a personal computer (18). A proxy server (20) that receives the call request coordinates with a media server (30) to transmit targeted advertising to the caller during the post dial delay interval. After the advertisement concludes, the call continues normally.

Abstract: A method for providing directory assistance includes receiving a communication from a requestor for a desired contact listing and retrieving a requester profile relating to the requester where the profile including a calling history of the requester. At least one listing is retrieved in response to the communication for a desired contact listing, where the retrieving of the desired listing includes reviewing the calling history of the requester and including, among the at least one retrieved response, a predictive listing.

Abstract: A communication assistance system is provided for accessing information corresponding to a plurality of subscribers. This system is comprised of a telephone switch for receiving calls from a plurality of requesters, a call center for routing each of said received calls to an operator terminal, and a first database configured to store said information corresponding to each of said subscribers.

Abstract: A user calls a directory assistance service provider to search for a desired telephone number and be connected to a party at the desired number. In one such connection, the user is afforded enhanced directory assistance upon a user command in the form of an out-of-band signaling message, e.g., SS7 signaling message. For example, the user may be afforded further operator assistance by pressing on the user telephone a predetermined key (e.g., “*” key), which is detectable by the directory assistance service provider as an SS7 signaling message.

Abstract: A method for operating a directory assistance system responsive to Voice over IP device requests including receiving a first directory assistance request from at least one Voice over IP device and identifying the requested information on a database. The requested information is formatted in the database in accordance with a format required by the Voice over IP device and is then a notification message is transmitted to indicating its availability. A second request is received from the Voice over IP device for retrieval of the formatted requested information, which is in turn transmitted to the Voice over IP device via the web server.

Abstract: A telephone exchange (1) arranged to communicate with communication units (2, 3, 4, 5, 7) and to provide a plurality of electronic call assistants to the communication units, a first electronic call assistant (12) being provided to a first communication unit (2) and a second electronic call assistant (14) to a second communication unit (4), the first electronic call assistant (12) having access to a distinct first database (36), the second electronic call assistant (14) having access to a distinct second database (38), wherein the first (12) and second (14) electronic call assistants share a common database (40).