Abstract: Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. As an example, one apparatus includes an IPBX server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled circuit devices communicatively coupled to the IPBX server via a communications network. A call data processing circuit is communicatively coupled to the IPBX server. The call data processing circuit is configured to receive call event messages corresponding to a plurality of end-users from the IPBX server and generate call models from the call event messages. The call data processing circuit also generates call summary metrics from the call models. In response to an input query, the call data processing circuit evaluates the call summary metrics for a parameter of interest specified in the input query to generate data for the parameter of interest.

Abstract: A method of authenticating a service agent on behalf of a user, the method performed at a server and including: obtaining a unique identifier associated with a first communication session established over a first communication channel; storing the unique identifier in a data store; receiving, via a second communication channel, a validation request comprising verification information associated with the user; attempting authentication of the service agent by comparing the verification information with the unique identifier, and in response outputting a validation response via the second communication channel. If the verification information corresponds with the unique identifier, the validation response indicates successful authentication of the service agent, and if the verification information does not correspond with the at least one unique identifier, the validation response indicates unsuccessful authentication of the service agent.

Abstract: A computer-implemented criminal intelligence gathering system adapted to be deployed within a confinement facility. The system comprises target devices installed at strategic locations within a prison. A target device comprises a microphone for capturing auditory information, a compression module for eliminating periods of silence from the auditory information resulting in the generation of a compressed auditory information, a segment module for segmenting the compressed auditory information and a stamp module time-stamping each segment. The system further comprises a database listed with a plurality of target entries, each of which representing a target device. The database is configured to receive the segmented auditory information from at least one target device at a time such that, the received auditory information is associated with the corresponding target entry.

Abstract: A computer-implemented method, carried out by one or more processors, for managing unavailability notices. In an embodiment, the method comprises the steps of initializing an out of office notice, wherein the out of office notice is associated with a first user of an e-mail service; receiving inputs for the out of office notice, wherein the inputs include one or more of: a duration of time selection, alternative contact information, and message content; receiving a list of one or more user to whom to send an out of office alert notice; and sending to the one or more users from the list the out of office alert notice with a reminder function, wherein the reminder function allows for each of the one or more users to receive a reminder about unavailability at another time.

Abstract: A call center system is configured to record call data into call records. A transfer center within the call center transfers the call records to a database. A query engine, controlled from an interactive user interface, executes queries on the call data records in the database, allowing real-time analysis of the call data.

Abstract: A method and apparatus of processing communications with a mobile station are disclosed. One example method may include receiving a message from the mobile station and processing the message by parsing the message and performing a natural language interpretation of the message and processing the parsed message to determine the user's requested objective. In response, the method may further provide generating a response to the message based on the user's requested objective and sending the response to the mobile station acknowledging the user's requested objective. Live agents may be notified to check the status of a message and continually override automated message responses to ensure the integrity of the responses.

Abstract: A user is identified based at least in part on a user identification designation associated with an incoming communication. A message recipient is then determined based at least in part on the identified user and one or more address books associated with message recipients by comparing the user identification designation to one or more entries in the one or more recipient databases. The incoming communication is routed to the determined message recipient. Escalation procedures are implemented up to a configured level in the recipient organization based on various criteria. As messages are escalated and deposited in mailboxes associated with the determined message recipients, the determined message recipients are notified of the deposited messages.

Abstract: A device for recording the content of live communications sessions allocates each session with a unique identifier which is also communicated to a server, exchange, switch or endpoint having control of that session. A log of events occurring in the session is updated with the unique identifier of the recorded content, and following the session, the log of events is communicated to the recording device, indexed under the unique identifier, and stored with the recorded content of the session itself.

Abstract: Systems and methods that, among other things, analyze and monitor the performance of a call center including performance of the interactive voice response (IVR) systems, call center agents, and other components of the call center. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events and the actions that take place during the call. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day that may be monitored by the systems described herein. The data collected about these events and the resulting metrics may be stored in a database and provided to a call center administrator through a user interface that allows the administrator to browse through the collected metric and recorded call data and directly review relevant portions of a call.

Abstract: A system for managing telephone messages played by a telephone includes an integrated telephone answering device configured to playback a plurality of outgoing messages. The system further includes a first memory section to store a default outgoing message and a second memory section to store one or more custom outgoing messages. The system further includes a handset operable to send outgoing messages for storage in the base unit and to send information related to outgoing messages for storage in a database of the base unit, the information including an outgoing message identifier associated with each outgoing message and a list of calling numbers associated with each outgoing message identifier.

Abstract: A method and a processing device for managing an interactive speech recognition system is provided. Whether a voice input relates to expected input, at least partially, of any one of a group of menus different from a current menu is determined. If the voice input relates to the expected input, at least partially, of any one of the group of menus different from the current menu, skipping to the one of the group of menus is performed. The group of menus is different from the current menu include menus at multiple hierarchical levels.

Abstract: A portable electronic device is provided. The portable electronic device comprises a processor, a memory, and a capturing application stored in the memory that, when executed on the portable electronic device, monitors a first voice telephone call with a first transmitting device. The portable electronic device also comprises records a telephone number spoken during the first voice telephone call. The portable electronic device also comprises sends a first message to the first transmitting device, the first message containing the telephone number and requesting confirmation of the telephone number. The portable electronic device comprises receives a second message from the first transmitting device, the second message confirming the telephone number.

Abstract: An apparatus and method for schedule management includes storing at least one schedule for a user. The current activity of the user is determined. At a remind time for each schedule, the user is reminded of the schedule according to a reminder method. The reminder method selection is based on at least the determined current activity of the user. Some of the reminder methods selected between may include, for example, voice, ring, vibration, light, and/or text.

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: An call evaluation device pairs an utterance of the first speaker and an utterance of the second speaker, which are associated with the same screen identification information, to be a question and answer, obtains a totalized value of the number of question and answers for each screen identification information and an utterance time of the second speaker for each question and answer, and generates display information to cause an output device to display the totalized value of the number of question and answers for each screen identification information and the utterance time of the second speaker for each question and answer.

Abstract: A method, system and computer program for assessing the quality of a call recipient response during an interactive voice dialog. Embodiments of the present invention address deficiencies of the art in respect to biometric analysis and provide a novel and non-obvious method, system and computer program product for call center agent quality assurance using biometric technologies. A solution for automated monitoring of call center agents' skill, mood, professionalism and behavior using biometric technologies and for providing appropriate action to improve customer handling and satisfaction is provided. The solution provides an automated method for detecting potential problems and preemptively taking action to provide consistent, quality customer service.

Abstract: One or more tags are associated with a voice or multimedia message. These tags can be applied to the message based on one or more of an analysis of the message, rules, caller information, presence information, user input and GPS information. Based on the assigned and associated tags, one or more of message handling, classification and one or more actions can be automatically invoked to assist with management of messages. An interface is also provided that allows for the management of the assigned tags as well as the editing and creation of new tags and rules to assist with message management.

Abstract: Described is automatically testing the quality of an audio channel between a caller and a callee that includes a device under test, such as a VoIP or other gateway. An analyzer receives timestamps from a caller and callee during a calling session, including timestamps for when the callee initially provides audio (e.g., speech) to the caller, when the caller initially detects sound, when the caller initially provides audio to the callee, and when the callee initially detects sound. The analyzer uses the relative timing of the timestamps and the speech recognizer's outcome to determine whether the audio channel is experiencing interference or echo. When the audio includes speech, a confidence level corresponding to accuracy of speech recognition also may establish the audio channel's quality. Random selection and timing of output may be employed, such as to vary the testing patterns during repetitive tests.

Abstract: A method and apparatus for scalable handling of communications with varying numbers of participants over a telephone interface is described. The approach treats the different participants recorded communications as part of a larger asynchronous communication and provides a serializing (voice) user interface for participating in the conversation. This can be used to provide services ranging from phone-based discussion boards to more orderly teleconferences. Features may include moderation of comments, automatic removal of comments, and/or other features tailored to the specific use of the serializing approach.

Abstract: A method and a processing device for managing an interactive speech recognition system is provided. Whether a voice input relates to expected input, at least partially, of any one of a group of menus different from a current menu is determined. If the voice input relates to the expected input, at least partially, of any one of the group of menus different from the current menu, skipping to the one of the group of menus is performed. The group of menus different from the current menu include menus at multiple hierarchical levels.

Abstract: Existing statistics reporting methods tend to be inflexible and difficult for operators to understand and use effectively. A graphical user interface is provided whereby operators are able to view a state/event model of an automated system and using that graphical user interface make changes to existing statistics, define new statistics and analyze existing statistics. As a result of user inputs made at this graphical user interface changes are effected in a statistics reporting application in order to generate actual values of the statistics. In some embodiments Unified Modeling Language (UML) is used to provide the state/event model and extensions to UML are described which improve the ability to create and modify definitions of statistics.

Abstract: A voicemail system apparatus produces a voicemail notification message corresponding to a voicemail message received and saved at a voicemail system, and causes the voicemail notification message to be sent to a mobile device. Subsequently, the apparatus causes a voicemail deletion notification message to be sent to the mobile device, where the voicemail deletion notification message indicates that the voicemail message will be deleted by the voicemail system. In response to expiration of a voicemail message time expiration period associated with the voicemail message, the apparatus deletes the voicemail message at the voicemail system. On the other hand, prior to expiration of the voicemail message time expiration period, and in response to receiving a save command from the mobile device for resaving the voicemail message, the apparatus saves the voicemail message at the voicemail system and updates the voicemail message time expiration period.

Abstract: Improved indexing of telephony sessions is achieved by: (a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and (b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.

Abstract: Systems and methods are provided for allowing subscriber message sending profiles to be maintained and used in conjunction with behavior-based anomaly detection techniques and traditional content-based spam signature filtering to enable application of appropriate message disposition policies to outbound subscriber message traffic. According to one embodiment, subscriber profiles are constructed for multiple subscriber accounts associated with a service provider based on outbound message flow originated from the subscriber accounts. Then, possible subscriber account misuse may be discovered by performing behavior-based anomaly detection, including a comparison of a subscriber profile associated with the subscriber account with recent subscriber account usage information, to identify one or more behavioral anomalies in outbound message flow originated from a subscriber account, the behavior-based anomaly detection.

Abstract: An automated method and system are described for obtaining and sharing references and testimonials for individuals and companies. A voice sharing system is provided which obtains and shares voice reference recordings from reference granters for a reference requester. Reference receivers can then listen to a voice reference recording by selecting an icon on a web page. A reference requester can be an individual who needs references as part of an employment search. A reference requester may alternatively be a company needing a testimonial about their products or services.

Abstract: A method, software and system of developing personalities for interactive and/or automated call center applications are provided. According to teachings of the present invention, sample population questionnaires and interviews may be used to identify key personality traits. The impact of the identified key personality traits are then empirically determined. Based on the empirical determination of the key personality traits' impact on customer satisfaction, a plurality of personality profiles may be generated for evaluation. A plurality of application types and voice talents may then be employed to evaluate the impact of each personality profile on customer satisfaction, for different user populations and different types of automated systems. The personality traits for each automated system are preferably rated and reviewed to ensure a system accurately represents the identified key personality traits.

Abstract: A system and method for providing telephone services to a secure facility from an external, centralized call platform. An embodiment of the system includes a call processing center that is external to the facility and includes a plurality of computer clusters, and is configured to route communications to and from a router located at the secure facility. Having a majority of the system located outside the facility reduces equipment requirements at each individual facility, improves security and uptime, and provides more efficient management and expansion of the call platform.

Abstract: A method, system, and program provide for voice mail management. A voice mail filtering controller calculates a separate Bayesian score for each voice mail message from among multiple voice mail message entries received into a voice mailbox for a user, wherein each separate Bayesian score indicates a probability that the associated voice mail message is unwanted by said user. During playback, the voice mail filtering controller automatically deletes a selection of the voice mail messages each with a separate Bayesian score greater than a particular Bayesian score of the last played voice mail message from the voice mailbox.

Abstract: A method for providing identification for voice notifications sent to notification recipients is disclosed. The method includes receiving, from a user, a request for transmitting at least one voice notification to a plurality of notification recipients, and receiving at least one identifier related to the at least one voice notification. The method also includes associating the voice notification with the identifier, and transmitting the voice notification and the identifier. In certain instances, the method further includes transmitting an alert containing the identifier before the voice notification is transmitted. A system for providing identification for voice notifications sent to notification recipients is also provided.

Abstract: An automated method for determining user satisfaction with a call comprising (1) maintaining a count of the number of times a user was asked for input during the call (the “actual count”), (2) maintaining a count of the number of times a user should have been asked for input based on the dialog path the user traversed (the “ideal count”), and (3) associating no difference between the actual count and the ideal count with maximum user satisfaction and associating increasing differences between the counts with decreasing user satisfaction. In one embodiment, if the difference between the actual count and ideal count reaches a certain threshold, the call system changes the interaction with the user.

Abstract: A method and apparatus for revealing business or organizational aspects of an organization in audio signals captured from interactions, broadcasts or other sources. The method and apparatus activate an efficient process to detect events within the audio signal, and then activate a more resource-consuming additional process around the detected events, thus enhancing efficiency of the process. The detected events and the output of the additional process are analyzed by an analysis process to reveal business aspects, terms, or other events in the audio signal. The analysis results, and possibly the events and output of the additional processing are optionally presented to a user.

Abstract: A communications device apparatus and method is detailed that allows for improved system statistics gathering of network communication links, dataports, and system status. The improved communications device apparatus and method utilizes a relative time reference or clock for the determination of the starting and ending of system statistics gathering time periods. Thus allowing for the contiguous gathering of system statistics without errors or gaps caused by time changes made to an absolute time reference.

Abstract: A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.

Abstract: The present invention relates generally to monitoring performance of interactive automated customer applications and more particularly to monitoring performance of an interactive voice response (IVR) system. The present invention monitors IVR state changes in an IVR application. The present invention appends IVR state changes to a history log to allow performance monitoring. Specifically, the present invention logs successful goal completion states (in addition to other information) in the history log where successful goal completion states are associated with a plurality of events associated with said IVR application.

Abstract: A trunk-group request tool automates the process of manually receiving and analyzing trunk-group circuits pertaining to switch circuits located within a switch facility of a communications network. An embodiment of the computer-implemented method includes receiving a switch or vendor identifier from a data structure, presenting records of information of one or more trunk groups associated with the identifier(s), receiving one or more trunk-group attributes from one or more entry fields, populating a data structure by aggregating one or more records of information of a data structure of the switch and vendor identifier with one or more trunk-group attributes, providing an input field for receiving additional data to supplement one or more records of information or one or more trunk-group attributes, and presenting a report adhering to a predefined format using the information of the data structure.

Abstract: A communications device apparatus and method is detailed that allows for improved system statistics gathering of network communication links, dataports, and system status. The improved communications device apparatus and method utilizes a relative time reference or clock for the determination of the starting and ending of system statistics gathering time periods. Thus allowing for the contiguous gathering of system statistics without errors or gaps caused by time changes made to an absolute time reference.

Abstract: A wireless communications device comprises a transceiver, memory, and a controller. The transceiver permits a user to communicate with a remote party via a wireless communications network. Whenever the user places an outgoing call, the controller stores characteristics of the outgoing call in memory. These include the phone number of the remote party, the time of day and/or day-of-week the outgoing call was made, the location of the wireless communications device when placing the outgoing call, and the identity of a short-range transceiver with which the wireless communications device established a communications link when placing the outgoing call. Periodically, the controller analyzes the stored characteristics, and determines a call pattern for the remote party based on the users call history. Based on the determined call pattern, the controller is able to predict when the user will likely place a subsequent outgoing call to the remote party.

Abstract: A system and method are disclosed for automatically converting dates and times in electronic text messages to the local dates and times of the message recipients. For example, when a text message is sent to an intended recipient, a messaging server can recognize date and time strings in the message text string, if any. The server can parse the date/time information into Coordinated Universal Time (“UTC”) form. The server also receives locale and time zone information from the intended recipient's client application, and can send this information to the originating client application. The originating client application can use this locale and time zone information to convert the UTC date/time information from the message string, if any, to the localized date and time of the message recipient. The localized date/time information is inserted into the message string, and the resulting message is forwarded to the recipient.

Abstract: The present invention provides an apparatus for efficient communication of messages such as voice messages in a telephone answering system. The apparatus includes an input to receive an incoming call, a recorder for recording outgoing messages, a memory to store incoming and outgoing messages, a comparator for comparing caller information to a client list, a player for playing a particular outgoing message to a calling party if the caller information matches a specific client in the client list, and a menu for identifying members of the client list and to identify locations in the memory for each of the members. The particular outgoing message includes a question previously posed by the specific client and a response to the question.

Abstract: A system for assessing an automated call routing system's performance is structured to present a caller calling into the automated call routing system with a call that includes an interactive voice response (IVR) portion and, at an option of the caller, an caller/agent dialog portion. The system operates to monitor calls coming into the automated call routing system and to record end-to-end calls from among the calls coming into the automated call routing system. A sequence of events for the recorded calls is transcribed, including events occurring in the IVR portion and in the caller/agent dialog portion, to identify predetermined call events of interest. The transcribed calls are analyzed to infer a complete event sequence of each of the recorded calls. From the analysis, parameters are calculated corresponding to cost effectiveness and usability of the automated call routing system, based at least in part upon information obtained by the caller during the IVR portion.

Abstract: A system and method for playing back data segments stored in one or more locations and managed by one or more playback servers. In a preferred embodiment the system and method receive data describing data segments to be played back; transmit notifications to the playback servers to prepare for playback; and transmit playback requests to the playback servers. The system and method are also capable of playing back the segments in a specified order and such that gaps between the segments are minimized. Additionally, a graphical display can be provided to display the status of the segments being played back.

Abstract: A system and method for monitoring a telephone switching environment. In a preferred embodiment the system and method construct a call record for each telephone call; receive data regarding telephony events; match a received telephony event with a call record; update the matching call record based on the received telephony event data; and combine the updated call record with data indicating the location of recorded audio data for the segment of the call, to generate a master call record representing the lifetime of the telephone call. Additionally, the system and method are capable of assembling and playing back segments of telephone calls using the recorder locations described in the master call record for each telephone call, and of using the master call record to display a graphical representation of the telephone call.

Abstract: This invention can state a Client's question or request for information, answer the question and give the requested information and get a response on the question answered and a response on the information given all in one call and all of it is done on tape. The Professional has recorded a tape which lasts 3 minutes and has 3 sections each lasting one minute. When the Client calls the number is registered on the Caller I D and is decoded. When decoded it plays the section on the tape set aside for the Client. Section one will restate the question or request the Client wants answered. Section two will give the answer to the question or request stated in section one. In section three the Client has the opportunity to respond to the information given in section two after the Client hears, “Please record your response after the beep.” After the Client calls the button on the left of the Client's name lights up.

Abstract: A method and apparatus in a data processing system for asynchronous context switching. Requests of graphics processes are received to process graphics data for display in a queue in the graphics adapter. A current context is switched for a first graphics process to a new context for a second graphics process only in response to requests received in the queue. In this manner, the graphics adapter is able to continuously process commands in the queue instead of waiting for new commands to be sent after each context switch.

Abstract: A system and method for providing access to a unified message store logically storing computer telephony messages is disclosed. A multiplicity of heterogeneous storage objects corresponding to computer telephony messages are stored in a unified message store. An application software layer exchanging the heterogeneous storage objects with a computer telephony server is exported. The computer telephony server is interfaced via a container subsystem defining encapsulated methods including organization strategy methods and storage strategy methods. A unified inbox generating an indicator for at least one of the computer telephony messages is provided. The unified inbox exports user controls for accessing the corresponding heterogeneous storage objects stored in the unified message store.

Abstract: A customer service center includes a server connected to a computer network. The server contains a speech recognition system. An operator station is capable of connecting to the server. A microphone is connected to the operator station. A codec is connected to the microphone and the operator station.

Abstract: The present invention relates to an incoming call processing method for enabling immediate answering of the greatest possible number of incoming calls without generating unserviced phone calls, by determining whether to answer the incoming call immediately or to answer the incoming call at a later time at which the volume of incoming call traffic intensity is light. To this end, the method includes a call receiving step for causing an electronic exchanger to receive an incoming call, an incoming call acceptance step for determining whether to answer the incoming call received in the call receiving step immediately or to answer the incoming call at a later time at which the volume of incoming call traffic intensity is light, and an answer step for answering the incoming call according to the type of answer determined by the incoming call acceptance step.

Abstract: A mobile communication terminal includes timer for detecting the time of an incoming call, a caller number registration table for storing caller numbers, answer message ID numbers and time-dependent switching codes in relation to each other, the time-dependent control codes designating callers for whom answer messages are switched depending on a time zone in which the call is made. There is thus provided a capability of selecting an answer message for a caller based on the caller number included in the incoming call signal and switching between answer messages based on the time of call incoming detected by the timer.

Abstract: A mobile communication terminal includes timer for detecting the time of an incoming call, a caller number registration table for storing caller numbers, answer message ID numbers and time-dependent switching codes in relation to each other, the time-dependent control codes designating callers for whom answer messages are switched depending on a time zone in which the call is made. There is thus provided a capability of selecting an answer message for a caller based on the caller number included in the incoming call signal and switching between answer messages based on the time of call incoming detected by the timer.

Abstract: A mobile communication terminal includes timer for detecting the time of an incoming call, a caller number registration table for storing caller numbers, answer message ID numbers and time-dependent switching codes in relation to each other, the time-dependent control codes designating callers for whom answer messages are switched depending on a time zone in which the call is made. There is thus provided a capability of selecting an answer message for a caller based on the caller number included in the incoming call signal and switching between answer messages based on the time of call incoming detected by the timer.