Abstract: An analytics system to analyze and report customer experience, comprising a customer interface device, an analysis server which analyzes data from a customer and a machine, and the database which is connected to the customer interface device and to the analysis server wherein the database receives data from the customer interface device, and/or the analysis server. The analytics system analyzes and reports customer experience.

Abstract: A dialog with a conversational virtual assistant includes a sequence of user queries and systems responses. Queries are received and interpreted by a natural language understanding system. Dialog context information gathered from user queries and system responses is stored in a layered context data structure. Incomplete queries, which do not have sufficient information to result in an actionable interpretation, become actionable with use of context data. The system recognizes the need to access context data, and retrieves from context layers information required to transform the query into an executable one. The system may then act on the query and provide an appropriate response to the user. Context data buffers forget information, perhaps selectively, with the passage of time, and after a sufficient number and type of intervening queries.

Abstract: A method of combining data streams from fixed audio-visual sensors with data streams from personal mobile devices including, forming a communication link with at least one of one or more personal mobile devices; receiving at least one of an audio data stream and/or a video data stream from the at least one of the one or more personal mobile devices; determining the quality of the at least one of the audio data stream and/or the video data stream, wherein the audio data stream and/or the video data stream having a quality above a threshold quality is retained; and combining the retained audio data stream and/or the video data stream with the data streams from the fixed audio-visual sensors.

Abstract: An inbound controlled-environment facility resident call server may route a non-resident inbound call to a controlled-environment facility resident media and/or communications device. The called resident device may confirm that the non-resident is associated with an Address Identifier (AID) of that resident device. The resident device may also receive data for verifying authentication of the resident operating the device, verify authentication of the resident operating the device, and verify that the resident operating the device is associated with the AID. The inbound resident call server, or the called resident device itself, may connect the inbound call to the called resident device in response to the device authenticating the non-resident is associated with the AID, verifying authentication of the resident operating the device, and verifying that the resident operating the device is associated with the AID.

Abstract: Disclosed herein are systems, methods, and software for providing enhanced reliability for web services. In an implementation, a proxy service supports web services provided by a client application to at least an online service. While the client application is temporarily disconnected from the proxy service, the proxy service monitors for web services activity to occur in association with the web services provided by the client application to at least the online service. In response to the client application reconnecting to the proxy service after having been temporarily disconnected from the proxy service, the proxy service communicates activity information to the client application indicative at least of whether or not to query the online service with respect to the web services activity.

Abstract: A method and system for using a voicemail system. A command is received, from a first telephone device connected to the voicemail system after a call from a second telephone device was received by the first telephone device. The command is for the voicemail system to pause a process of recording a voicemail message being spoken by a user using the first telephone device. In response to the receiving the command, the voicemail system is directed to pause the process of recording the voicemail message, which results in the process of recording the voicemail message being paused by a pause/resume invocation system that is remote to the voicemail system.

Abstract: A Transcription Engine is configured to broadcast over the Internet and stream text associated with the broadcast to registered and authenticated end users who may be hearing impaired or may have difficulty understanding the language used in the broadcast. The Transcription Engine comprises an authentication server, a database server and a Transcription server. End users are authenticated automatically by the Transcription Engine prior to being given access to a live or recorded broadcast.

Abstract: A method for automating an onboarding process for a developer onto a service delivery hub operated by a network operator includes providing the developer with information relating to use of the service delivery hub, receiving data relating to the developer, approving the developer, certifying an application provided by the developer, and configuring the application for use. A method for synchronization with the service delivery hub is also provided.

Abstract: Voice-based input is used to operate a media device and/or to search for media content. Voice input is received by a media device via one or more audio input devices and is translated into a textual representation of the voice input. The textual representation of the voice input is used to search one or more cache mappings between input commands and one or more associated device actions and/or media content queries. One or more natural language processing techniques may be applied to the translated text and the resulting text may be transmitted as a query to a media search service. A media search service returns results comprising one or more content item listings and the results may be presented on a display to a user.

Abstract: A method for performing self-calibration and compensation of a detector offset is provided. The method includes: detecting for a calibration flag; if the calibration flag is detected, transmitting a first signal; reading and accumulating detector codes in response to the first signal; and calculating a detector offset based on the detector codes.

Abstract: A system or a method may be provided that automatically distinguishes between a hold status and when someone live is talking on the phone. For example, the caller's phone may detect when the call holding has ended and a customer service representative is now actually on the line. The phone may alert the user to pick up the call at that time, such as utilizing a call-back mechanism. In an embodiment, the system may analyze and learn the various call holding music or recordings of call centers. The system may detect when the call holding music or recording ends in a telephone call and may alert the user.

Abstract: The present invention related to a method for recording a mobile phone call and mobile phone recording system for recording audio from mobile phone calls. An external call is established with the mobile phone. A connection is made between the wireless phone and an audio capture and broadcast device, such as a Bluetooth device. The call recorder application can instruct the Bluetooth device to forward copies of transmit and receive audio back to the call recording application. The internal call can be tagged with an identification. Thereafter, the audio, and data such as SMS and MMS, can be forwarded to a third party database for storage or stored locally for the end user to play back on the phone or transfer to an external device using USB, wireless, or similar data connection.

Abstract: A method for generation a thumbnail file is provided. The method includes: receiving a command; obtaining time information corresponding to the command and a frame to be output; adjusting the frame to be output to a predetermined resolution according to a resolution of the frame to be output to generate a thumbnail; and generating the thumbnail file according to the time information and the thumbnail.

Abstract: Improved methods, systems, and devices for managing communications are provided. A user device may display all ongoing communications so that a user can visualize the communications network or some subset thereof (e.g., a subgroup or group of users). A system may maintain the user device in an instant ready-on mode of communication with the other user devices. A user may then initiate communications with a subgroup (e.g., a pair) or group without initiating a new connection. Accordingly, a user can simultaneously and fluidly communicate at the subgroup level, at the group level, or at the inter-group level. Moreover, users can function as independent actors that can freely form and leave subgroups as well as groups.

Abstract: A computerized communication device has a display screen, a mechanism for a user to select words or phrases displayed on the display screen, and software executing from a non-transitory physical medium, the software providing a function for providing audio signal output in a connected voice-telephone call from the text words or phrases selected by a user.

Abstract: A method, information processing system, and computer program storage product for automatically generating auditory archives in a customer service environment are disclosed. A communication link with an end user is established. An information form is retrieved. The information form includes at least a category choice information set and at least one audio recoding information set. The end user is prompted to answer a set of questions based on information in the information form. A data set associated with each answer to each question in the set of questions given by the end user is stored. The data is stored under a set of fields corresponding to a question. Each data set stored under the set of fields for each question in the set of questions are combined with each other. An audio archive file is generated including the data sets that have been combined.

Abstract: Provided is a method of receiving data from a vehicle onboard computer. The onboard computer is configured to transmit vehicle identification data in response to receipt of an identification request, which is transmitted in a basic communication protocol. The onboard computer is further configured to transmit private operational data in response to receipt of a private data request. The private data request is transmitted in a diagnostic protocol. The method includes connecting a scan tool to the onboard computer, and polling the onboard computer to identify the basic communication protocol. The identification request is then transmitted to the onboard computer. Vehicle identification data is subsequently received from the onboard computer. A protocol database having a plurality of diagnostic protocols is then accessed. Each diagnostic protocol is associated with respective vehicle identification data. The diagnostic protocol is then determined based on the received vehicle identification data.

Abstract: The present invention related to a method for recording a mobile phone call and mobile phone recording system for recording audio from mobile phone calls. An external call is established with the mobile phone. A call recording application can set up a loopback. Audio of the internal call can be captured and stored at the mobile phone. The internal call can be tagged with an identification. Thereafter, the audio, and data such as SMS and MMS, can be forwarded to a third party database for storage or stored locally for the end user to play back on the phone or transfer to an external device using USB, wireless, or similar data connection.

Abstract: A computer implemented method for forming an accelerated compliance plan with a plurality of graphic visualization indicators, markers, and displays. The method includes forming client files comprising at least one client profile and at least one dynamic editable field. An updateable database of regulatory compliance information is maintained and used to rapidly generate and customize a plan for records retention that can be verified for compliance with regulations.

Abstract: A computer implemented system for forming an accelerated compliance plan with a plurality of graphic visualization indicators, markers, and displays. The system uses a database of regulatory compliance information relative to records retention which can be updated as regulations change to generate a plan that can be verified for compliance with regulations and has visual markers that show the updates quickly and easily.

Abstract: According to one aspect, a proximity-activated voice recording system having at least two proximity-activated voice recording devices. Each voice-activated recording device may include a first proximity sensor for detecting a proximity defined by a device communications distance, and an identification token that contains first identification information for identifying the voice-activated recording device. In some cases, each device may have a second proximity sensor for detecting a proximity defined by a vocal communications distance.

Abstract: A computer-implemented system and method for generating audio content using a telephony system. The method includes receiving a telephone call initiation request through a computer implemented graphical interface, initiating a telephone call to a selected telephone number, recording at least a portion of the telephone call to generate audio content, and posting the generated audio content on the computer implemented graphical interface to allow one or more users to access the generated audio content.

Abstract: A system and method for processing quick note messages. A call from a calling party is intercepted prior to transmitting the call to the receiving telephone and prior to ringing the receiving telephone. A quick note message from the calling party is recorded. A quick note message waiting indicator is activated on the receiving telephone.

Abstract: A method is provided for safeguarding anonymity during a communication with a correspondent, between a caller and a user being called. The communication has an anonymous nature. The method includes the following steps: upon receiving a response from the correspondent to the communication sent by the caller, putting the caller on hold; analysis of the response received from the correspondent, for determining whether the correspondent corresponds to the voicemail of the user being called; and in the case of a positive determination, playing to the caller an anonymous welcome message in which the identity of the user being called is masked.

Abstract: Methods and apparatus to send voice messages are disclosed. One example method includes recording a voice message using a mobile communication device; and receiving at the mobile communication device a specification of a communication from a remote device different from the mobile communication device, wherein receipt of the communication triggers sending of the voice message. Other examples are disclosed and claimed.

Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.

Abstract: Various technologies described herein pertain to retaining content of a conference call for accelerated replay. The content of the conference call can be recorded. Further, establishment of a connection of a participant to the conference call can be detected. For instance, the connection can be established with a computing device of the participant. Moreover, the establishment of the connection of the participant to the conference call can be detected subsequent to initiation of the recording of the content of the conference call. Responsive to detection of the establishment of the connection of the participant to the conference call, at least a portion of recorded content of the conference call can be transmitted to the computing device for playback at a playback speed that is greater than a speed at which the content is recorded.

Abstract: A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.

Abstract: A voice message system records voice message usage information by creating voice message records when a voice message is sent and when it is received. The voice message record includes: the voice message, a voice message sender identity, a voice message recipient identity, and voice message action records. A voice message action records includes a voice message action that specifies an action on the voice message, and a voice message action time that includes the time at which the action occurs. Voice message actions include sent, received, and listened. The system further includes a voice message analyzer for analyzing voice message records, and a voice message reporter for generating reports from an analysis by the analyzer. The voice message system provides tractable information for voice messages, allowing companies to enforce a voice message usage policy.

Abstract: A method, a system, and computer readable medium comprising instructions for intelligent network-based voice and data recording are provided. A recording of a call from a caller to an agent is initiated. The recording of the call is stored in a voice server. Analysis on voice and data of the recording is performed. A supervisor of the agent is notified of a result of the analysis.

Abstract: In a communication apparatus including a base unit provided with an answering machine function and a cordless handset wirelessly connected to the base unit, a wireless unit that communications with a setting unit that sets the answering machine function and the cordless handset requests the setting unit to set the answering machine function, if the wireless unit receives a command to set the answering machine function from the cordless handset while a communication control unit that detects an incoming call on an outside line is detecting an incoming call on an outside line.

Abstract: Methods and computer-readable media provide presenting a customized message to an incoming calling party and for allowing the calling party to save or forward the customized message. A called party submits a customized message to an intelligent network component of her telecommunications service provider along with identifiers for specified incoming callers who are to receive the customized message upon calling the called party. After the customized message is prepared, incoming callers who have been associated with the customized message are presented with the customized message before being connected to the called party. If the incoming call is not from a telephone directory number associated with the customized message, the incoming call is processed according to normal call processing methods.

Abstract: A system and method for transmitting voice messages to a discussion group is provided. Users signed-on to a voice message server are identified. Each signed-on user is associated with one or more discussion groups and a personal communication device. The voice message server receives a voice message from one of the signed-on users via the personal communication device associated with that signed-on user and a discussion group to which the voice message is to be sent. The voice message from the signed-on user is provided to the other signed-on users in the discussion group.

Abstract: A method of recording audio/video or a combination of audio/video information on a local, possibly mobile, device while in a live communication with one or more parties. The method comprises signaling the compute device to perform a routing of input directly to its internal recording subsystem, not transmitting the input over the communication, signaling the compute device to resume normal routing of its input for transmission, indexing and storing (recording) the input in a local data store and retrieving the locally stored information for later playback. A system and computer-readable medium are also disclosed.

Abstract: According to one aspect, a proximity-activated voice recording system having at least two proximity-activated voice recording devices. Each voice-activated recording device may include a first proximity sensor for detecting a proximity defined by a device communications distance, and an identification token that contains first identification information for identifying the voice-activated recording device. In some cases, each device may have a second proximity sensor for detecting a proximity defined by a vocal communications distance.

Abstract: A communication session analyzer is integrated or otherwise coupled to an audio player to generate a system for analyzing voice-based communication sessions. Embodiments of the system also include a data store and an output device, respectively. The analyzer identifies a communication session attribute. An automated or human reviewer of a stored communication session forwards an assessment for an observed communication session. The data store receives and stores the communication session attribute with the assessment in a common format. Alternatively, an output device generates a representation that includes the communication session attribute and the assessment. When customer feedback is available for a particular communication session, the system identifies the communication session as one that should be reviewed.

Abstract: Systems and methods for secure recording in a customer center environment are provided. The system receives data related to a communication at a media distribution device. A key is provided by a key server to the media distribution device to encrypt the received data. In addition, an identifier may be associated with the received data. The key and the identifier are stored in a database associated with the key server. The encrypted data is recorded the a recorder, where it is accessible to authorized users within the customer center. Upon request, the key is provided to the authorized user to decrypt the encrypted data for play back. The customer center environment may include a user interface for viewing customer contacts. The contact may be organized into folders and annotations associated with the customer contacts may be received.

Abstract: In one embodiment, a method includes determining whether a user has connected to a voice-message system. The method further includes, automatically and without user input after the connection, prompting the user to create one or more new voice greetings. The method further includes, automatically and without user input after the prompt, beginning to record one or more of the new voice greetings.

Abstract: A communication terminal, system and method utilize a communication device that activates a speech to text application so that subsequent audio that is received from a caller is converted into text. A caller may then provide audio in response to a question. A caller may send input by pressing a button on a communication device for example, to activate the speech to text application, speak an answer, and then press a button to indicate that an answer to a question is complete. The spoken answer may be converted into text and may then be stored, parsed, and then assigned to an object representing the question posed to a caller. The stored text assigned to the object representing the question may then be used to populate different forms or databases for subsequent use or for displaying to a user via a display device of that person's computer device.

Abstract: A user-interactive music system is described. The system includes a web application in communication with an electronic device such as a mobile device. The web application receives an input from the electronic device, requesting a specific song or preference of songs be played on a music player at a remote location. The web application communicates with a music player, communicating the requests from the electronic device. The music player plays the requested songs or preference of songs on the music player.

Abstract: An apparatus and method for providing a mobile personal assistant are provided. The method includes receiving a telephone call at a mobile terminal, determining whether a user of the mobile terminal is available to take the call based on a current context of the mobile terminal; and when the user of the mobile terminal is not available to take the call, handling the call by a mobile personal assistant on behalf of the user.

Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

Abstract: The disclosed embodiments include a system and method for quick note messaging. In one embodiment, a call from a calling party to the communication device is intercepted by a network system. The network system is configured to receive a calling party selection to record a quick note message for a user of the communication device prior to connecting the call. The network system monitors for at least one of a termination of the call by the calling party or a time-out threshold. The network system indicates at the communication device if a quick note message has been received. If the calling party selection to record a quick note message is not received, then the network system is configured to handle call processing normally.

Abstract: A programmable in-the-skin or intelligently connected message on hold delivery system is disclosed which comprises a message storage system and a processor for generating prompts which are transmitted to a control device. The prompts are received at the control device and allow an operator to select from a number of options in order to select, among other things, certain ones of the messages stored on said message storage system for playback, as well as the sequence in which said messages are to be played back. The message playback devices are each provided with one or more libraries of messages, and comprise at least one or more audio and/or visual advertising messages. Said system enables the user to start a pre-recorded audio or visual message at the beginning each time a caller is placed on hold in the telephone system.

Abstract: A system and method for recording and distributing calls are provided. A call may be associated with an information record. Parameters in the information record may be used to determine if the call is to be recorded. Parameters in the information record may be used to determine a method of providing a recording of the call. Other embodiments are described and claimed.

Abstract: Message notifications to an accessory from a mobile communication device are provided according to some embodiments of the invention. When a message such as a text message, email, and/or voicemail is received at a mobile communication device, the mobile communication device can notify an attached accessory that a message has been received. In response, the accessory can request the full message, media associated with the message, an attachment to the message, and/or an audio/video stream of the message for presentation to a user.

Abstract: A method and communication device for scheduling a conference call. The method includes receiving, in a first communication device, an invitation message containing at least some conference call scheduling information with respect to a scheduled conference call session; displaying an interface in relation to the invitation message, the interface including an option to send a request for recorded conference call content of the scheduled conference call session; receiving an input selecting the option; and sending a communication to a second communication device including a response to the invitation message and including said request for recorded conference call content. A conference call server is also described for sending recorded conference call content to the communication device.

Abstract: An agent of a contact center records an agent message. The recorded agent message is received at the contact center. The recorded agent message is stored. An agent actively using one of a first communication device or a second communication device is detected. In response to detecting that the agent is actively using the first or the second communication device, the recorded agent message is sent to the one of the first or the second communication devices that the agent is actively using. The system and method also has a peer-to-peer configuration for recording and sending agent messages.

Abstract: Methods and systems are described in which spoken voice prompts can be produced in a manner such that they will most likely have the desired effect, for example to indicate empathy, or produce a desired follow-up action from a call recipient. The prompts can be produced with specific optimized speech parameters, including duration, gender of speaker, and pitch, so as to encourage participation and promote comprehension among a wide range of patients or listeners. Upon hearing such voice prompts, patients/listeners can know immediately when they are being asked questions that they are expected to answer, and when they are being given information, as well as the information that considered sensitive.

Abstract: The present invention provides presence management to a multimodal communication network. A unified messaging system, providing the ability to deliver messages across multiple modes of communication, is integrated with a presence managing system. The presence management system provides an ability to locate a recipient of a message according to a stored schedule. The unified messaging system retrieves contact information from a presence management system. Upon received the message, the recipient can respond along the established line of communication. Multiple modes of communication comprises telephone, wireless telephone, electronic mail, pager, Voice over Internet Protocol (VoIP), Personal Digital Assistant (PDA), video, audio, picture, among others.