Abstract: Systems and methods are described that allow for multiple pluggable user interactive system (UIS) applications to be added or removed from a UIS system while maintaining controlled access by users to each currently available application. Users can access the system using multimedia connections, such as voice, text, video, web, etc., and users have access to certain subsets of the available applications depending on their identity. In addition, users can define their own preferences, which places restrictions on which applications they can access from which media. In operation, the system provides the access restrictions and navigation for the applications outside of the application structure.

Abstract: A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent.

Abstract: A control system and method is described having a framework in which many applications in a user interaction system (UIS) can share common data regardless of which application obtained the data and all without prior knowledge of the other applications. The shared data is typically personal data of the current user, such as name, location, preferences, etc. However, the system can also be used to share style sheets, announcements, etc., that can be utilized by multiple applications. The data is stored in a standardized manner in a location available to any application. Application's have access to the data based upon user privileges at any particular time.

Abstract: By incorporating into the voice prompt response at least one item of private information, the caller knows that the IVR system providing the response is controlled by the trusted institution. Thus, when the caller does not hear the expected response, the caller is alerted to the fact that someone is masquerading as the trustworthy entity and the caller can then refuse to provide the desired information.

Abstract: A graphical development environment for developing the program flow of an application, The environment is controlled by a plurality of icons, some of which are detailed sub-routines used to control the proper returns in systems in which speech recognition is utilized. In one embodiment, a loop construct is used with branches arranged by the sub-routine icons to ensure that a proper return is achieved based upon an expected grammar for that branch.

Abstract: A system and method is disclosed for creating a reusable control from various applications or portions of applications. Using a pre-existing application or one specifically developed for the control, a developer programmatically declares which functionalities of the original application are to be included in the new control. This control building logic becomes a part of the application code. On execution of the application with the added control building logic, the native code that will re-create the control functionality is automatically generated. The control developer may now extend the generated code using simple Object Oriented Programming (OOP) inheritance to add properties and parameters that will control its behavior. The resulting control may then be referenced by other developers when creating a new software application.

Abstract: There is disclosed a system and method for automatically performing semantic categorization. In one embodiment at least one text description pertaining to a category set is accepted along with words that are anticipated to be uttered by a user pertaining to that category set; lexical chaining confidence score is attached to each pair matched between the anticipated words and the accepted text description. These confidence scores are used subsequently by a categorization circuit that accepts a text phrase utterance from an input source along with a category set pertaining to the accepted utterance. The categorization circuit, in one embodiment, creates word pairs matched between the accepted text phrase utterance and the accepted category set. From these word scores, the category pertaining to the utterance is determined based, at least in part, on the assigned lexical chaining confidence scores as previously determined.

Abstract: The invention provides systems and methods in which an incoming call port is looped back at a switch and, under control of a call segment controller, is directed to applications and/or other termination points to provide enhanced calling services. According to a preferred embodiment, the call segment controller is provided with initial call instructions to initially direct an incoming call. The call may then be directed to an application which interacts with the call to determine further call instructions. These further call instructions are passed to the call segment controller to further process the call. Under control of the call segment controller the call may be directed to multiple termination points, including redirection to the application to provide subsequent interaction with the call.

Abstract: The present invention discloses a system and method for providing interactive voice response (IVR) applications executable on individual communication devices. Unlike current IVR applications that run from centralized voice servers, the present invention describes a system in which communication units initiate communication with a multimedia server over a data network such as the Internet and download extensible copies of voice response applications. The communication device then runs the voice response applications, thus, locally administering the voice messages and accepting the voice or data input from a user. The multimedia server may preferably divide the application software into executable segments to accommodate communication devices with limited memory resources, such as mobile phones and hand-held computers. The system and method may implement different level of complexity by breaking application functionality into modules and the sub-modules.

Abstract: A telecommunication system is arranged between a trusted automated interactive system and a non-secure agent. The trusted automated interactive portion is operable for bidirectional communications with a caller. The agent portion is arranged to be bridged onto a communication connection between the caller (or network chat user) and the trusted interactive system under certain conditions. Sensitive data transmitted between the system and a calling user may be blocked from being communicated to the agent even while the agent is bridged onto the connection. In one embodiment, information (such as a verification of authenticity of the caller) pertaining to the sensitive data (but not the sensitive data itself) is communicated to the agent.

Abstract: A system and method is disclosed for creating a reusable control from various applications or portions of applications. Using a pre-existing application or one specifically developed for the control, a developer programmatically declares which functionalities of the original application are to be included in the new control. This control building logic becomes a part of the application code. On execution of the application with the added control building logic, the native code that will re-create the control functionality is automatically generated. The control developer may now extend the generated code using simple Object Oriented Programming (OOP) inheritance to add properties and parameters that will control its behavior. The resulting control may then be referenced by other developers when creating a new software application.

Abstract: A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

Abstract: The present invention is directed to a system and method in which data messages, which otherwise would be displayed on the screen of a mobile device are delivered in audible format. The message itself, in one embodiment does not contain the audible message, but rather the message triggers the retrieval of an audible message (or if the user chooses, he/she can be prompted to view additional information in a text or video format on the phone). The audible, message that is ultimately delivered can be prestored in the mobile device; can be created based upon data sent to the device; can be retrieved from an external source, such as from a web server accessed by the mobile device in accordance with data contained in the message received by the mobile device; or it can be sent by the sender as a “whisper” message.

Abstract: A system and method is disclosed for creating a reusable control from various applications or portions of applications. Using a pre-existing application or one specifically developed for the control, a developer programmatically declares which functionalities of the original application are to be included in the new control. This control building logic becomes a part of the application code. On execution of the application with the added control building logic, the native code that will re-create the control functionality is automatically generated. The control developer may now extend the generated code using simple Object Oriented Programming (OOP) inheritance to add properties and parameters that will control its behavior. The resulting control may then be referenced by other developers when creating a new software application.

Abstract: The present invention is directed to systems and methods in which a speaker records strings of numbers in different string lengths. Advantage is taken of the fact that speakers typically break numbers into group sizes of two, three, or four. Thus, by way of example, a recorder records two 0's, two 2s, two 3s, etc. Then the recorder records three 1s, three 2s, three 3s, etc., followed by four 1s, four 2s, four 3s, etc. The spoken number values for each string are broken apart and stored as individual numbers corresponding to the string length of the recording. When a number string is to be spoken (for example, the number 782), the system retrieves from the three digit string a first 7, a middle 8, and an end 2. When these retrieved values are communicated to a recipient, proper inflections are achieved for each digit.

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: The present invention is directed to a system and method in which voicemail or other media messages together with their text transcriptions are sent as digital messages to the user's phone. In one embodiment, voicemail message is recorded remotely from a user's mobile device. The voicemail message is converted to both a text version and a digitized version. Both versions are then communicated to the user's device via a messaging channel. The user then can selectively retrieve either the text version for visual display or the digitized version for audible presentation. If desired, the user can retrieve both versions concurrently.

Abstract: There is disclosed a system and method for automatically performing semantic categorization. In one embodiment at least one text description pertaining to a category set is accepted along with words that are anticipated to be uttered by a user pertaining to that category set; lexical chaining confidence score is attached to each pair matched between the anticipated words and the accepted text description. These confidence scores are used subsequently by a categorization circuit that accepts a text phrase utterance from an input source along with a category set pertaining to the accepted utterance. The categorization circuit, in one embodiment, creates word pairs matched between the accepted text phrase utterance and the accepted category set. From these word scores, the category pertaining to the utterance is determined based, at least in part, on the assigned lexical chaining confidence scores as previously determined.

Abstract: The invention provides systems and methods in which an incoming call port is looped back at a switch and, under control of a call segment controller, is directed to applications and/or other termination points to provide enhanced calling services. According to a preferred embodiment, the call segment controller is provided with initial call instructions to initially direct an incoming call. The call may then be directed to an application which interacts with the call to determine further call instructions. These further call instructions are passed to the call segment controller to further process the call. Under control of the call segment controller the call may be directed to multiple termination points, including redirection to the application to provide subsequent interaction with the call.

Abstract: There is disclosed an automatic calling system which analyzes the contents of detected voice on a called line and controls the operation of the calling system dependent upon the analyzed context. In one embodiment, the content is analyzed based on typically expected grammars, at least some of which may be unique to the called party. In another embodiment, upon answer detection, the called party is probed, for example by playing one or more messages, and action is taken dependent upon analyzed responses from the called line.