Abstract: To enable internet softphone users to join to calls hosted at an audio conferencing bridge, a SIP Invite may be received at a bridge interface layer of an audio conferencing system. Parameters of the SIP Invite may be extracted, e.g. from one or more X-header fields and processed to enable the internet softphone to be joined to an audio conferencing bridge. The bridge interface layer may receive a SIP Refer message from the audio conferencing bridge that indicates a second audio conferencing bridge external to the system. The bridge interface layer may forward the SIP Invite to the second audio conferencing bridge and the RTP media may be established through the session border controller (SBC) of the audio conferencing system.

Abstract: Personal information, such as professional information normally associated with a business card may be identified and appended to a messaging sequence to provide automated user profile updates. One example embodiment may transmitting an initiation message from a service provider to a user device to initiate a communication session, transmitting a request message to the user device to accept contact information associated with the service provider, receiving a confirmation message responsive to the request message, transmitting the contact information responsive to receiving confirmation of the request, and automatically initiating a contact information update on the user device.

Abstract: A system, method, and computer readable medium that facilitate diagnosing a conference call are provided. A tap is deployed at the ingress side and the egress side of one or more processing systems that handle each leg of a conference. When a conference is disrupted by noise, loss, or the like, an operator may initiate a command to systemically record each leg of the conference for a predetermined period of time. Each leg may then be analyzed to determine if it is the source of the disruption.

Abstract: Speech recognition error may be reduced or eliminated when background noise is detected at a customer's location. For example, when background noise is detected at the customer's location, the customer may be prompted to use dual-tone multi-frequency (DTMF).

Abstract: Customer orders and other service related events require multiple operations to fulfill and process. One example may include receiving a request message from a user device, identifying the request message as being a particular message type, pre-processing the request message to identify message content, and forwarding the identified message content to an active user interface. The request may be identified as a service request and processed by multiple entities prior to fulfilling the request(s).

Abstract: A method and apparatus of processing a call are disclosed. One example method may include receiving a request at a server for dealer information. The request may be initiated by a user via his or her mobile station. The example method may also include determining whether there is user preference information and user location information included in the request. The information may be used to limit the amount of search results to increase relevancy. The method may also include searching a database for at least one dealer based on the user preference information and the user location information, and transferring the at least one dealer information to the user.

Abstract: An apparatus, a method, and a computer program are disclosed. According to one example the apparatus may be configured to receive via the receiver a message from a mobile device to connect with an agent. The apparatus may also be configured to determine and select an available agent via the processor in order for the mobile device to communicate with the available agent, and transmit via the transmitter an agent availability message to the mobile device, wherein the agent availability message requires an acknowledgement from the mobile device prior to connecting the mobile device with the available agent.

Abstract: A method, a system, and computer readable medium comprising instructions for monitoring caller experience are provided. The method comprises obtaining caller experience of at least one step in a call flow, selecting a plurality of steps from the at least one step to form a group, presenting caller experience of the plurality of steps in first level of the call flow, and presenting the group as a step in a second level of the call flow.

Abstract: Operations included may provide receiving event registration messages from at least a portion of end users to register the end users for an event and storing the event registration messages in a registration list file. Establishing a connection for each of the portion of the plurality of end users via an interactive voice response (IVR) application may also occur. The IVR application is then dropped and the connection is maintained via a port on a network element to transfer the event data from the network element to the portion of the registered end users.

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, a system, and computer readable medium comprising instructions for monitoring caller experience in a call flow are provided. The method comprises collecting at least one selection by at least one caller in a call flow, generating performance analysis of a voice response system, combining the at least one selection and the performance analysis into a set of data, applying a monitoring formula to the set of data to form a result representing caller experience; and presenting the result to at least one service provider.

Abstract: A method, a system, and computer readable medium comprising instructions for message delivery security validation are provided. At least one authentication setting from an end user is received at a data collection system. A validation key is generated based on the at least one authentication setting. A message and the validation key are sent to a device of a recipient. The device of the recipient are automatically authenticated using the validation key. The message is delivered to the device of the recipient upon authentication.

Abstract: The illustrative embodiments described herein provide systems and methods for authenticating a customer in an online transaction. In one embodiment, a method includes initiating, in conjunction with an online transaction, an authentication query via a communication device associated with a customer in the online transaction, receiving customer authentication data from the communication device, sending the customer authentication data to a third-party authentication server to authenticate the customer using the customer authentication data, receiving a determination from the third-party authentication server whether the customer is authenticated, and allowing the online transaction to proceed in response to receiving the determination that the customer is authenticated.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A system, method, and computer readable medium comprising instructions for handling insufficient account balance of subscribers in a mobile communications network is disclosed. A request for communication is received from a mobile station. A determination is made as to whether a subscriber of the mobile station has an insufficient account balance. If the subscriber has an insufficient account balance, the request is withheld and the mobile station is notified by a short message.

Abstract: To enable multiple message originators to share an SMS shortcode, originator identifying codes can be added to outbound SMS messages that prompt recipients to respond with response messages that include the originator identifying codes. The originator identifying codes can be added by a service provider that administers the SMS shortcode. When a response message is received on the SMS shortcode number, the service provider processes the response message content to extract the originator identifying code. The code and, optionally, a recipient ID can be used as a lookup to determine the intended originator that the response message is for. The response message can then be associated by the service provider with the correct originator for subsequent processing.

Abstract: A method and apparatus of processing a user call via an intelligent voice response (IVR) call processing application is disclosed. One example method may include receiving a call from a user device, obtaining user information from the received call, comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account, and calculating a first confidence level by comparing the user information to the pre-stored user information. The method may also include authorizing the user device to receive an offer based on the first confidence level, and transmitting the offer to the user authorized by the first confidence level.

Abstract: The illustrative embodiments described herein provide systems and methods for conducting transactions with a customer using text messages. In one embodiment, a method includes receiving a first text message from a mobile communication device associated with a customer. The first text message includes a request from the customer to receive one or more text messages from a vendor. The method also includes adding the customer to a set of consenting customers in a customer database in response to receiving the first text message. The set of consenting customer including customers that consent to receiving text messages from the vendor. The method also includes sending a second text message to the mobile communication device. The second text message is associated with a service offered by the vendor.

Abstract: A system, method, and computer readable medium for processing call in a call center platform are provided. A call center platform provides for customized delivery of calls to contact centers. The call center platform provides the ability to transfer calls in a manner that reduces carrier connection costs and intra-state costs. The call center platform provides alternative connectivity mechanisms, such as packet-switched, circuit-switched, and multiprotocol label switching connectivity, for a call center enterprise customer. An interactive call center service provider front end includes a media gateway adapted to receive circuit-switched and packet-switched customer calls and a self service platform. Customer calls may be directly connected with the call center front end and contact center via circuit switched connections, via VoIP connections, and may be connected utilizing intelligent call routing and central queue point mechanisms.

Abstract: A method and apparatus of sharing documents during a conference call data is disclosed. One example method may include initiating a document sharing operation during a conference call conducted between at least two participants communicating during the conference call. The method may also include transferring the document from one of the two participants to another of the two participants, and recording at least one action performed to the document by the participants during the conference call.