Abstract: One or more devices in a visual voicemail system voicemail notification messages indicating voicemails are available for a user of the visual voicemail system and distribute the voicemail notification messages to a network device. The one or more devices receive an indication of a backlog processing requests for the visual voicemail system and stop, based on the indication, distributing the voicemail notification messages to the network device. After the stopping, the one or more devices receive another indication that the backlog processing requests for the visual voicemail system no longer exists and resume, based on the other indication, distributing the voicemail notification messages to the network device.

Abstract: Methods, systems, and products are disclosed for dynamically changing an Interactive Voice Response (IVR) system. Responses to a menu of prompts are monitored. A presentation order of the menu of prompts is automatically updated according to a set of rules. The set of rules describe qualifications for dynamically changing the menu of prompts.

Abstract: Managing shared voice messages across the multiple voice messaging systems of the various recipients of a message. A server may act as a gateway and may interact with the multiple voice messaging systems and multiple user devices of the recipients. The server may retrieve voice messages from the sender voice messaging system and may transmit the voice message to the disparate voice messaging systems of the recipients with or without user assistance. The voice messages may be transcoded as necessary. The server then may determine the status of the voice message in the voice messaging systems of the recipients and may update the message status in the sender's and the recipients' voice message systems accordingly.

Abstract: A mechanism for indicating a specific response message to be played to a caller is provided. A call that comprises an identification of a caller is received in a recipient device. If the recipient device is operating in the phone management mode, a recipient notification of the call is blocked on the recipient device. If the caller is identified as a known caller based on the identification of the caller, a caller specific response message is sent to the known caller. The caller specific response message is at least one of an interactive or a non-interactive caller specific response message. The interactive response message includes a code with which to respond. If the response message is the interactive response message and the caller enters the code associated with the interactive response message, then the recipient notification of the call is activated, on the recipient device.

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: Methods, devices, and systems are provided for monitoring and reporting various metrics associated with objects of interest. The present invention is adapted to monitor objects of interest, such as contact center agents, to determine whether a triggering event has occurred and, if so, report metrics associated with the object of interest in a dynamic, customized, and real-time fashion.

Abstract: A method for replying to an incoming communication received by a handheld electronic device comprises detecting an incoming communication, detecting a selection of one of a number of predetermined responses to the incoming communication and, responsive to detecting a selection, providing the one of said number of predetermined responses. An improved handheld electronic device implementing the method is also provided.

Abstract: Systems and methods are disclosed for providing detailed information about a party during interparty communication. Data-capable mobile devices query at least a public database to retrieve information about a set of parties engaged in communication. The results of the database query are employed to provide detailed caller identification and detail functionality to telephones or communication devices not utilizing traditional landlines or commercial caller identification service. Storage can be included to include address book function, query caching, and user preferences. An interface can be provided to facilitate display of rich caller identification information. The interface can further update displayed information without user input, or provide user selection control to request more information on a selected portion of displayed information. These features can be applied to determine the information about a party that is either receiving a communication or initiating a communication.

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: A system and method are provided for managing electronic data, in particular, telephone messages that include a time entry system that can be associated with multiple parties and are sortable in a plurality of fashions. Telephone messages can be logged, which automatically causes a telephone number in the database to be updated, and automatically accesses data related to the caller, including listing all matters associated with the caller. An action message can be attached to a telephone message, or an action message can be sent without the telephone message. If time is to be charged as a result of the message, the time can be logged into the system for one or a multiplicity of users. Instant messages can also be sent to other users of the system, and reports can be generated by date, client, matter, or name.

Abstract: Embodiments of the present invention provide a method, system and computer program product for tag cloud prompting in an interactive voice response (IVR) system. In an embodiment of the invention, an IVR prompting method can include loading a set of options in an option set for a caller to an IVR application from over a network, identifying commonly selected options in the options set in a data store of historically selected options, generating a tag cloud for the option set with options in the option set that are more commonly selected being more emphasized than options in the option set that are less commonly selected, and directing a display of the tag cloud in a telephonic device of the caller.

Abstract: Methods are provided for preventing the delivery of undesired voicemails, which may occur when a voicemail is being left for a given user, and the given user calls back the user currently leaving the voicemail. An incoming call is received while a communications device is facilitating a recording of the voicemail. A voicemail system is instructed to prevent the voicemail from being delivered and also to terminate a suspended call corresponding to the recording of the voicemail. The incoming call is connected.

Abstract: Disclosed are a method and a mobile terminal for easily and rapidly searching for messages received from or sent to the same phone number of a currently displayed message. The method includes a first step of detecting whether a user inputs a key to select a previous or next message received from or sent to the same phone number of a currently displayed message; a second step of searching for the previous or next message received from or sent to the same phone number upon detecting the user's key input; and a third step of displaying the detected message on a display unit of the mobile terminal.

Abstract: Textual preview of a voicemail is generated and provided through email or similar media to users along with the audio version. Transcription of the textual version, as well as additional capabilities such as actionable terms, playback-jump, switching between text and audio versions, direct or metadata based searchability, and enhanced response capabilities are provided based on contextual data obtained from voicemail metadata and user associated data stores such as contact list, email history.

Abstract: Tools and techniques are described for storage and expedited retrieval of messages and responses in multi-tasking environments. Methods provided by these tools may establish active communications with a first contact, and then received indications of secondary communications involving a second contact. These methods may then present user interfaces (UIs) that include representations of at least the secondary communications. Through the UIs, the methods may receive a selection of one of the secondary communications for an expedited response, and may receive input from the user that provides the expedited response to the secondary communication, while maintaining the active communication in an active state. These methods may provide the expedited response to the secondary communication, based upon the input received from the user.

Abstract: A method of and a communications system for providing a calling party (1) information (27) of a message (18) that is played to the calling party (1) in a communications system, when the calling party (1) calls (10) a called party (2) and the called party (2) is being alerted (13) of the call and/or after the called party has disconnected from the call. The information (27) is provided electronically on request (24) of the calling party (1). The calling party (1) may be prompted (28) to indicate (24) whether to receive the information (27). The prompt (28) may be provided while the message (18) is playing. The information (27) to be provided may include downloading of the message (18) or part thereof or content comparable with the message (18), such as an audio clip, a video clip or as a ring tone to be used by the calling party (1).

Abstract: A method and system for storing, transmitting and retrieving an audio message is disclosed herein. The invention allows a recipient to access a voice message sent by a sender by clicking on an access key in a SMS text sent to the recipient's phone. The SMS text preferably provides information on the sender and the length of the voice message. Once the recipient accesses the message, another SMS text is sent to the sender providing information on the when and how much of the voice message was communicated to the recipient. The voice message is preferably stored at a server of the system.

Abstract: A method and apparatus for retrieving all voicemail messages at the same time on packet networks such as Voice over Internet Protocol (VoIP) and Service over Internet Protocol (SoIP) networks are disclosed. For example, the customer subscribes to a voicemail service where a plurality of voicemails can be retrieved and listened to at the same time. Specifically, when the customer accesses the voicemail service, the application server engages the media server to play the audio files from each of the voicemail messages at the same time, i.e., in a continuous or consecutive manner via a single input. Namely, the audio files are played consecutively without requiring another input from the customer, unless the customer wishes to execute a voicemail function.

Abstract: A computing device includes a processing unit and a system memory. The processing unit creates a normalization module programmed to modify a plurality of telephone numbers so that the telephone numbers conform to a specified format, creates a calling line manipulation module programmed to manipulate a calling line identification number to form a number for querying one or more databases including contact information, and creates a resource query module programmed to query the databases including the contacting information using the number, receive one or more query results from the databases, and select one of the query results for inclusion in a notification of a telephonic message.

Abstract: A computer-implemented voice mail method includes obtaining an electronic audio file of a recorded user message directed to a telephone user, automatically generating a transcript of the recorded user message, and identifying locations in the transcript in coordination with timestamps in the recorded user message so that successive portions of the transcript can be highlighted in coordination with playing of the recorded user message. The method also include identifying one or characteristics of the message using meta data relating to the recorded user message, and storing the recorded user message and information about the identified locations of the recorded user message.

Abstract: A computing device displays a call history graphical user interface (GUI). The call history GUI includes a new list and an old list. The new list may include new missed call elements and missed call elements associated with new unopened voicemails. The old list may include other call history GUI elements, such as old missed call elements and missed call elements associated with opened voicemails.

Abstract: Voicemail user interface methods and apparatus for mobile communication devices are disclosed. Voicemail notification messages corresponding to voicemail messages are received through a wireless receiver of the mobile device and voicemail message header lines corresponding to them are displayed in a message list. In one illustrative example, the mobile device provides a graphical user interface (GUI) for the end-user with visual objects corresponding to PLAY, REWIND, FAST FORWARD, SKIP BACK, SKIP FORWARD, as examples, which provides for transparency of voicemail system-specific commands. Preferably, the mobile device receives the voicemail notification messages from several different voicemail systems for consolidating such processing using this single common user interface.

Abstract: A system and method for associating an audio clip with an object is provided wherein the voice-based system, such as a voicemail system, is used to record the audio clips.

Abstract: Provided are an apparatus and method for providing caller information, capable of automatically collecting identification information of a caller during a call with a caller not stored in an address book, and providing the identification information of the caller that is collected during the call to a user if the caller transmits a call again, thereby enabling the terminal user to select whether to answer the call. Accordingly, the identification information of the caller not stored in the address book is able to be collected without an additional operation performed by the terminal user, thereby enabling the terminal user to easily select whether to answer the call with the corresponding caller.

Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). In particular, the campaign strategy manager enables the user to make changes to the current strategy as a sub-campaign is running through a particular list.

Abstract: In one aspect, the present invention provides a system and method for enabling a user to more easily navigate an IVR menu by, for example, displaying to the user a visual representation of the IVR menu.

Abstract: An improved visual voicemail system is provided. When a call is made to a wireless telephone device and a voicemail message is deposited for the called party, the voicemail message is transcribed to generate a text version of the deposited voicemail message. The transcribed voicemail message is sent to the called mobile telephone device to allow the user to read the text version of the voicemail message. Embedded with transcribed text voicemail message is a link that maps to a unique telephone number that is assigned to the original audio voicemail message from the text voicemail message was transcribed. If the called party selects the link, the called party's mobile telephone device or other receiving computing device places a call to the storage location of the original audio version of the voicemail message to listen to the audio version of the voicemail message.

Abstract: The subject matter of this specification can be embodied in, among other things, a method that includes receiving a voicemail message from a first telephone user for a second telephone user; providing, for display in a messaging inbox of the second telephone user, the voicemail message or information used to retrieve the voicemail message; and providing the voicemail message or information used to retrieve the voicemail message in a messaging outbox of the first telephone user, wherein the messaging outbox is formatted to display to the first telephone user a plurality of messages sent by the first telephone user.

Abstract: Methods, systems, and media are disclosed for a computer-implemented method for improved messaging between devices, which are local or remote to each other. One example embodiment includes a first device, having a first set of messaging preferences, receiving a second set of messaging preferences from a second device, such as a computer having instant messaging capabilities, in communication with the first device. Further, the example embodiment includes comparing the sets of messaging preferences to yield results showing if any conflicting messaging preferences exist between the devices. If conflicting messaging preferences exist, then the devices may negotiate in order to remove such conflicting messaging preferences. Further still, the example embodiment includes determining whether to commence the messaging based on the existence of any conflicting messaging preferences and by enforcing the possibly re-configured messaging preferences during a messaging session.

Abstract: Systems and methods for multimedia messaging are provided. When a multimedia messaging service center (MMS-C) receives an MMS message for an intended recipient, the MMS-C forms an MMS notification message that includes the MMS message. The MMS-C then sends the MMS notification message to an intended recipient independent of receipt of a retrieval request from the recipient.

Abstract: The subject matter of this disclosure can be implemented in, among other things, a device that includes processors, means for receiving a voicemail greeting template having a default portion and a placeholder portion, wherein the default portion is included in voicemail greetings generated based on the voicemail greeting template, and a user status propagation module executable by the one or more processors. In these examples, the user status propagation module receives status information for a user or a device, wherein the status information includes a state of the user or a state of the device, and replaces the placeholder portion of the voicemail greeting template with the received status information to generate a personalized voicemail greeting of the user that includes the default portion and the received status information, wherein output of the personalized voicemail greeting is initiated in response to an incoming phone call.

Abstract: A presence aware communications system that includes a messaging system configured to perform one or more of provide a subscriber's communication device with information regarding an incoming contact during a messaging session between the subscriber's communication device and the messaging system, provide the subscriber's communication device with a text message containing information regarding one or more messages when a notification is received that the subscriber's communication device is available, provide the subscriber's communication device with a text message relating to a voice message from a different first party received by the messaging system, in response to the subscriber's communication device requesting a connection with at least one of an inputted telephone number and address, provide the subscriber's communication device with a notification respecting at least one eligible message from a second party associated with the at least one of an inputted telephone number and address, while a con

Abstract: A method and apparatus for displaying information about a message. A subset of audio messages is received based on a prioritized list of a plurality of audio messages. The prioritized list of audio messages is prioritized based on a first sender designated priority and a first recipient prioritization attribute corresponding to each of the plurality of audio messages. For each audio message in the subset, a first sender priority indicium indicative of the first sender designated priority of each audio message, and a recipient priority indicium indicative of a priority corresponding to the first recipient prioritization attribute of each audio message, are displayed.

Abstract: A method, apparatus, and computer usable program product for managing a communications session. The process monitors a bandwidth of the communications device in response to detecting an exchange of audio-based messages on a communications device. In response to detecting the bandwidth below a threshold, the process converts a subsequent outgoing audio-based message into an outgoing text-based message and associates a low bandwidth indicator to the outgoing text-based message to form a distinguished text-based message. The process then transmits the distinguished text-based message for receipt by an intended recipient.

Abstract: A method, article of manufacture, and apparatus for presenting an auditory recording having associated data representing at least one term identified in the recording is disclosed. In an embodiment, this comprises providing a visual representation of the term, providing a link associated with an occurrence of the term in the recording, and when the link is selected, playing a portion of the recording corresponding to the occurrence of the term. A portion of the recording following the portion corresponding to the occurrence of the term may be played.

Abstract: A method and system for reporting missed calls and unread messages include setting a report function in a predetermined communication device, determining if the predetermined communication device receives a short message, which is substantially the same as a preset short message service (SMS) command. The method and the system further include invoking the report function to send unread short message and a list of missed calls of the predetermined communication device if the predetermined communication device receives a short message being substantially the same as the preset SMS command.

Abstract: An improved visual voicemail system is provided. When a call is made to a wireless telephone device and a voicemail message is deposited for the called party, the voicemail message is transcribed to generate a text version of the deposited voicemail message. The transcribed voicemail message is sent to the called mobile telephone device to allow the user to read the text version of the voicemail message. Embedded with transcribed text voicemail message is a link that maps to a unique telephone number that is assigned to the original audio voicemail message from the text voicemail message was transcribed. If the called party selects the link, the called party's mobile telephone device or other receiving computing device places a call to the storage location of the original audio version of the voicemail message to listen to the audio version of the voicemail message.

Abstract: In a method for use in Interactive Voice Response (IVR) systems, an IVR is configured such that voice prompts provided to a caller vary systematically and caller hang-up activity is attributed to the particular version of a prompt played to the caller. Voice prompt modifications are chosen based on how long the caller willingly listens to the voice prompt. A relatively short time listening to a prompt before hang-up, indicates dissatisfaction with that prompt. The system compares caller hang-up rates for each of the phrases in a prompt and chooses the optimum solution, which is the variant of the prompt with the longest caller listening time. Optionally, the system compares hang up rates to a threshold and contingent on that comparison chooses an alternative version of the prompt.

Abstract: A system and method for monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.

Abstract: System and method for communicating information from an information provider to a recipient are provided. One illustrative application for the system and method is in a medical practice. The system and method may be used as an automated patient medical information message retrieval system to communicate certain medical information from the medical provider to patients. The system and method permits a provider of medical information, such as a physician's office, to generate messages containing medical information and to deliver the message to a destination mailbox. The patient is provided with a telephone number, personal voice mailbox number, and a personal voice mailbox PIN, to access and retrieve the medical message from the destination mailbox.

Abstract: Systems, methods and computer products for Internet Protocol Television message waiting indication. Exemplary embodiments include a method for providing messages to an Internet-Protocol-enabled device, the method including receiving a communication that a message to a recipient party has been deposited in a message infrastructure, mapping a recipient party message address to an Internet Protocol-enabled device address of the recipient party, retrieving sending party identification information and sending a message waiting indication to the Internet Protocol-enabled device address.

Abstract: Described and disclosed is a system and method for routing and delivering medical phone messages efficiently in a hospital or clinic setting. The invention includes extending a call resource accessible to medical personnel and patients through an application programming interface and recording communications between users of the system. Messages may then be routed to an appropriate user. Employed is a dual-tone multi-frequency signaling system and setting a sample rate using a global parameter, sample rate and a frame size. The system and method have ability to leave a message mid-call based on the dual-tone multi-frequency signaling wherein the system leaves a generic message while the user is navigated to leave an actual voice message all in a “in-call” process that is transparent to the user.

Abstract: A party to a call that has been put on hold is provided with textual, display, announcements while on hold, via the on-hold call. A facility of the party that put the call on hold transmits text-based status indicators that are then displayed on a display of the on-hold party's communications device.

Abstract: When an electronic message with a voicemail attachment is received, an audio player object and a reply by chat object are displayed simultaneously along with the electronic message. A reply to the electronic message, whether by chat or by email, is associated with the same thread as the electronic message. The electronic message with the voicemail attachment is associated with a conversation thread that may also include chat messages and email messages. In a conversation view of a respective conversation thread, representations of an electronic voicemail message (an electronic message having a voicemail attachment), one or more chat messages and one or more email messages may be displayed simultaneously.

Abstract: Devices, systems and processes for accessing and management of voice and other messages. Such devices, systems and processes employ an interface which allows the user to access and manage messages on his or her user device and, furthermore, automatically to access and manage messages on remote devices via radio frequency link. These interfaces may present users with intuitive and direct options for accessing and managing voice mail, such as, for instance, to push a designated forward button when the user desires to forward a voice mail. Such common interfaces promote more efficient and effective use and management of messaging resources because they among other things eliminate the requirement to be conversant in different interfaces, rules and protocols for the different platforms on which messages may be accessed and managed.

Abstract: A presence aware communications system, comprising a messaging system configured to perform at least one of the following operations: (a) provide a subscriber's communication device with information regarding an incoming contact during a messaging session between the subscriber's communication device and the messaging system; (b) provide the subscriber's communication device with a text message containing information regarding one or more messages when a notification is received that the subscriber's communication device is available; (c) provide the subscriber's communication device with a text message relating to a voice message from a different first party received by the messaging system; (d) in response to the subscriber's communication device requesting a connection with at least one of an inputted telephone number and address, provide the subscriber's communication device with a notification respecting at least one eligible message from a second party associated with the at least one of an inputted

Abstract: Enabling a recipient to control presentation of an audio identifier informing the recipient of an arrival of a digital communication from a sender in a communication session includes receiving a digital communication from a sender directed to a recipient. A sender-designated first audio identifier or sender-related information that identifies the sender to the recipient is accessed upon arrival of the digital communication. The first audio identifier or sender-related information is presented to the recipient contemporaneous with receipt of the digital communication. The recipient is able to specify, upon presentation of the first audio identifier or sender-related information, whether to enable subsequent presentation of the first audio identifier prior to or concurrent with receipt of a future digital communication from the sender.

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. These events and actions may be defined as complex customer/call center interactions, such as dropped calls, logic errors or other event. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day or for each agent, the number of times a client was left on hold for more than two minutes, or other such metrics that may be monitored by the systems described herein.

Abstract: An event notification system notifies one or more designated persons of an event or emergency that has been reported by an endpoint to a receiver. When a call is received by the receiver, an event notification process identifies the endpoint. One or more designated persons are identified that should be notified when a call is received from this endpoint. The notification message that is generated and optionally the particular designees that are notified can be based on information about the call. The event notification may be triggered by a received call. The designated persons can be notified by an event notification system using a communication flow expression according to the delivery preferences of each designated person. The disclosed event notification system optionally obtains the responses of the designees, and records the status of the notification process.

Abstract: A presence aware communications system, comprising a messaging system configured to perform at least one of the following operations: (a) provide a subscriber's communication device with information regarding an incoming contact during a messaging session between the subscriber's communication device and the messaging system; (b) provide the subscriber's communication device with a text message containing information regarding one or more messages when a notification is received that the subscriber's communication device is available; (c) provide the subscriber's communication device with a text message relating to a voice message from a different first party received by the messaging system; (d) in response to the subscriber's communication device requesting a connection with at least one of an inputted telephone number and address, provide the subscriber's communication device with a notification respecting at least one eligible message from a second party associated with the at least one of an inputted