Abstract: Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, designating the communication as an active status, transmitting an option display link to the customer device via a second communication medium different from the first communication medium, receiving at least one selection from the customer device and identifying a purpose of the communication based on the at least one selection, updating the customer record to indicate multiple modes of communication compliance and to permit additional communication messages to be forwarded to the customer device, and elevating a status of the customer record based on the multiple modes of communication compliance.

Abstract: Medical services are offered by various facilities near a patient's residence. The number of facility options continues to grow and the patients can now receive various different health care services. One example method of operation provides receiving updated patient information at a patient profile server, identifying a patient medical profile stored in memory associated with the updated patient information, and updating a patient status based on the updated patient information received, and modifying a patient schedule associated with the at least one patient status and storing the patient schedule in the patient medical profile.

Abstract: A method and apparatus of processing pre-stored recipient information and configuring a targeted message to be sent to the recipient(s) is disclosed. One example method of operation includes retrieving a list of recipients and corresponding recipient profile information from a database, and comparing the recipient profile information to at least one target lifestyle segment or persona (e.g., demographics, healthcare spending, consumer spending, and media preferences). The method may also include identifying that the list of intended recipients' profile information matches the target persona, and selecting and transferring a pre-recorded, persona-tailored automated voice call script to the list of recipients according to a minimum response threshold value of the target persona.

Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include receiving a number of calls for customer service support from a corresponding number of customer devices at a call server, prioritizing an order of the calls based on the parsed content, assigning the calls to corresponding agent devices, and modifying the order of the calls based on changes to at least one of the customer status and agent availability.

Abstract: Providing SMS check in and check out, comprising receiving an SMS mobile originated entrance communication from at least one user, authenticating the SMS mobile originated entrance communication, determining at least one location of the authenticated SMS mobile originated entrance communication and authorizing the at least one user to enter the at least one location.

Abstract: Monitoring a particular home or place of business for activity may provide a remote subscriber with updated information regarding feedback from sensors at the remote location. One example method of operation may include receiving sensor data from one or more sensors that have been activated at the remote location, identifying a subscriber account associated with the sensor data, matching the sensor data with a predefined sensor identifier stored in the subscriber account, and generating a notification to include the predefined sensor identifier and a time reference indicator associated with a time the sensor data was activated.

Abstract: A method and apparatus of processing multiple user call records via an IVR call processing application is disclosed. One example method may include receiving a call from a user device, obtaining first user information from a user account stored in a user databank. The first information may be associated with a first call record established during a first previously received call from the user device. The method may also include establishing a first confidence level based on the first user information and obtaining second user information from the user account stored in the user databank. The second user information may be associated with a second call record established during a second previously received call from the user device. The method may also include establishing a second confidence level based on the second user information and transmitting an offer to the user device based on the first confidence level and second confidence level.

Abstract: A system and method for securely bridging mobile-originated Media Resource Control Protocol (MRCP) transactions with at least one Media Resource Server. A mobile device initiates TCP/IP requests to a MRCP Gateway Server over at least one of the wireless and mobile broadband capabilities of the mobile device. The MRCP Gateway Server includes TCP/IP-based ingress, and the MRCP Gateway Server is arranged in front of the at least one Media Resource Server. The Media Resource Server supports MRCP communication. A secure channel may be established between the mobile device and MRCP Gateway Server, and the mobile device may pass authorization credentials, media resource requirements, and additional user-defined data to the MRCP Gateway Server over the secure channel.

Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include populating a portion of a first agent user interface of a first agent device with a first customer profile, identifying a second agent device currently assigned a second customer call with second customer call information related to the first customer call information, comparing the first customer call information to the second customer call information, determining the second customer call information exceeds a relevancy threshold when compared to first customer call information, populating a portion of a second agent user interface of the second agent device with the portion of the first agent user interface, and updating the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.

Abstract: Medical services are offered by various facilities near a patient's residence. The number of facility options continues to grow and the patients can now identify rankings and offer their own input regarding satisfaction of certain facilities. One example method of operation provides identifying a number of feedback messages associated with a particular medical facility, parsing the feedback messages to identify negative feedback associated with the feedback messages, notifying the medical facility of the negative feedback, and transmitting suggestions to increase productivity and reduce subsequent negative feedback messages for subsequent patient visits to the medical facility.

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.

Abstract: In a system, method and computer readable medium for managing message delivery, message delivery jobs are dynamically prioritized into a plurality of priority queues based on a delivery timeframe for each job. A delivery manager controls delivery of the message delivery jobs through a number of delivery channels and ports. A priority manager reviews jobs pending in the queues. If the priority manager determines that a message delivery job will not be completed within its delivery timeframe, the priority manager assigns a higher priority to the message delivery job.

Abstract: An advanced automatic loop detection apparatus and method in short message service (SMS) two-way messaging is provided. The apparatus may receive a reply message from a mobile device, and detect whether a loop is occurring when the reply message is received from the mobile device.

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: Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, determining the customer record has a pending status associated with a logged customer device action, transmitting an optional display link to the customer device via a second communication medium different from the first communication medium, receiving a selection from the customer device associated with the optional display link, identifying a third party candidate for processing the customer device action based on the at least one selection, transmitting a request to process the customer device action to the third party candidate, and transmitting a notification to the customer device responsive to receiving confirmation of the request from the third party candidate.

Abstract: To enable multiple message originators to share an SMS shortcode, a service provider that administers the shared shortcode determines which of the recipients of an outbound SMS message have subscribed to SMS services of the particular originator. Only messages to recipients that have specifically opted in to receive messages from the particular originator are sent by the service provider through an SMS gateway. To opt-in to SMS message services, a user sends an opt-in message to the service provider. The content of the opt-in message includes a code that uniquely identifies one of the plurality of originators.

Abstract: A mobile device includes a client application configured to process and display a push notification specifying an appointment reminder originating from a server acting as an appointment manager. The client displays a menu of available options for conducting additional appointment-related transactions, such as confirmation, rescheduling, or cancellation of the appointment. Based on the user selection, the client conducts a user-interactive transaction with the server to complete the requested appointment service.

Abstract: A system and method for Media Resource Control Protocol (MRCP) access control for a mobile device. An entity requesting to utilize MRCP resources establishes a relationship with a MRCP resource provider. The MRCP resource provider maintains account information for the entity, and the entity receives a unique account number for identification purposes. The entity requests from the MRCP resource provider generation of at least one MRCP access PIN associated with the account information, and provides a data string associated with the MRCP access PIN to the MRCP resource provider.

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 applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.