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 Statistical Language Model (SLM) that can be used in an ASR for Interactive Voice Response (IVR) systems in general and Natural Language Speech Applications (NLSAs) in particular can be created by first manually producing a brief description in text for each task that can be performed in an NLSA. These brief descriptions are then analyzed, in one embodiment, to generate spontaneous speech utterances based pre-filler patterns and a skeletal set of content words. The pre-filler patterns are in turn used with Part-of-Speech (POS) tagged conversations from a spontaneous speech corpus to generate a set of pre-filler phrases. The skeletal set of content words is used with an electronic lexico-semantic database and with a thesaurus-based content word extraction process to generate a more extensive list of content words. The pre-filler phrases and content words set, thus generated, are combined into utterances using a lexico-semantic resource based process.

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 tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.

Abstract: A system and method is disclosed for exposing complete call flow speech components to users via Web services that are called by converged voice-Web server applications. The Web service call flow speech components may be accessed by application server pages resident on a Web server and accessible through either a telephony environment or a data network environment, such as the Internet. The Web service call flow speech objects automatically generate the appropriate speech access formatting into the corresponding server application page. By removing the speech component programming from development of the application server page, the representative embodiments expand the potential use of multimodal and or converged voice-Web applications and devices.

Abstract: There is disclosed a system and method for storing metadata information in files. When each file is stored in a file server an index of the stored metadata is also stored such that when a query is subsequently presented to the file server, the query is used by a search engine to identify and retrieve the desired file. In one embodiment, the files are audio messages for use in an Interactive Voice Response (IVR) system and the audio messages are stored on a audio file server.

Abstract: There is disclosed systems and methods for retrieving files from a file server using file attributes. In one embodiment, an audio file server is accessed to retrieve prerecorded audio files using file attributes. In one embodiment, the HTTP protocol is used by adding query attributes, such as a text version of the desired message, along with other required attributes of the audio file, to the audio file server. The audio file server accepts the attributes, including the message text attributes and parses them to resolve which audio (.wav) message to retrieve. The retrieved audio file is then returned to the voice browser, which normally plays the message. In this way, IVR application developers can specify the content, speaker, language, dialect, emotion, and other attributes of a required audio file utilizing standard voice browsers to access audio files.

Abstract: In one embodiment, file attributes of a desired file are sent along with the URL to the storing server and the attributes are used for subsequent retrieval of the file. Attributes, such as the text or title of the file, the language of the file, the creator of the file, etc, can all be added to the file in the form of metadata. Files that are recorded without metadata can have metadata attached thereto and can be retrieved using the metadata. The URL initially carries the metadata to the server and the server then both uses the metadata for indexing purposes and, if desired, adds the metadata to the file for storage with the file. In one embodiment, the files are media files used in an IVR system.

Abstract: The present invention is directed to a system and method in which an interface (proxy) is positioned between a browser and a speech server such that the proxy, while transparent to both the browser and the speech server, collects and stores data, including utterances and other media obtained from a user, such that the media data can be retrieved in a uniform manner for subsequent manipulation, such as, for example, transcription or presentation (or preservation) of a tangible format of the media as a function of a transaction session with the user. The proxy is a passive monitoring device positioned between the functioning components of a system such that the proxy looks to the browser as a speech server and looks to the speech server as a browser.

Abstract: There is disclosed a system and method for addressing an audio file server to play pre-recorded audio files, including variable audio files, using a query URL containing the required file's attributes, without requiring a fully-resolved file address. The HTTP URL protocol is used by adding attributes, such as the language, the speaker, and a text version of the desired message, along with other required attributes of the audio file to the URL. The audio file server accepts and analyzes the attributes in the URL to find out what type of variable field is being requested. Normally, variable field prompts created from spliced audio clips are restricted to a few specific types of variable fields, such as time, date, or amount, fields, or numeric strings such as telephone numbers, credit card numbers, etc. Once the audio file server determines the field type, language and speaker from the URL, it examines the field text value from the query attribute string.

Abstract: A multi-modal voice-enabling instant message system and method permitting instant messaging to occur either a text format or an audible format with conversion occurring there between. This permits a mobile user to receive instant messaging and reply to instant messaging without having to use a text input keyboard or other visual limitation, thereby allowing the mobile user to continue to use his hands and eyes for critical requirements such as driving.

Abstract: The inventive system and method provide an integrated information and communication network to any number of associated communication terminals. The invention includes at least one home system or server containing a plurality of applications for performing communication and information services. The home system allows the associated communication terminals to connect and access the applications to receive any of the variety of information and communication services directly from the home system. Communication information in the form of communication signals, data, or any combination of the two may be sent between the communication terminals and the home system. Such information may be provided by the user, by the home system, or may be obtained or processed by any of the available applications.

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 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: Systems and methods are described for use in user interactive systems (UIS) so that multiple disparate applications can cooperate to provide broad functionality to users. These systems and methods allow applications to advertise their ability to handle specific functions. This allows applications developed independently to co-exist within the same call session and provide a seamless user experience. A system framework controls the UIS's primary navigational menus, which are automatically updated when new applications are plugged in to the framework. This allows users (assuming they have the proper permissions) to access new applications as soon as they are added, without requiring programmers to manually re-design menus.

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: The invention provides systems and methods providing independent determinations of services provided to be utilized in detection of fraud. According to a preferred embodiment, a call data record server is provided in communication with a prepaid calling system such that account refill/credit information is provided to the call data record server. The call data record server is also preferably in communication with systems providing subscriber services, such as a cellular service network, such that data regarding services utilized are provided to the call data record server. Using the refill/credit data and raw subscriber service data preferred embodiments of the present invention may independently determine prepaid services utilized by subscribers. Fraud may be detected from these independent determinations of the preferred embodiment by comparing a determined account balance to a selected threshold value and/or by comparing the determined account balance to that of the prepaid calling system.

Abstract: In implementing an interactive voice response mechanism, a communication device establishes a communication connection with an application server. Application logic on the communication device, which may pre-exist on the device or be downloaded from the application server, defines at least one voice response application. The communication device includes a processor that operates to execute the application logic and locally administer the voice response application. Therefore, the voice response application is executed on the communication device instead of in a centralized interactive voice response unit (IVR).

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: A system and method for a packet VRU which directly utilize packet network protocols, such as those of the H.323 standard, to provide enhanced services via a packet network, such as whisper mode communications, call recording, call broadcasting, advertisement broadcasting during calls, one-number service, and operator services. In a preferred embodiment of the present invention, the packet VRU establishes control of media streams, such as through the use of separate signaling channels associated with various communication devices, in order to provide desired enhanced call services.