Abstract: A method and system are disclosed for updating announcements on a packet network site such as a website. An exemplary method includes receiving an announcement through an audio interface and storing the announcement on a website server. In accordance with the exemplary method, merchants without Internet access can now update announcements on their websites quickly and economically by using an audio interface such as a conventional telephone. The updated announcements may be either audio or data. If the announcement received in the exemplary method is an audio announcement, it is converted from a first audio format into a second audio format prior to the step of storing the announcement. Whether the announcements are audio or data, the merchants' customers can then retrieve them by accessing the merchants' websites via the Internet.

Abstract: A central station is provided to which the pharmacy can forward calls at the convenience of the pharmacy. A caller will call in to the pharmacy to request a refill and the call will be automatically routed to the central facility unbeknownst to the caller. The central station will obtain the refill information required, preferably by means of an automated computer system as is known in the art. This information can then be transferred to the pharmacist in a number of ways, such as by periodically faxing the information to the pharmacy. Voice messages could be flagged and the pharmacist would have to call into the central facility to obtain the voice mail message. Alternatively, a PC could be installed in the pharmacy having a reduced version of a complete, stand-alone program. The refill information can then be sent to the pharmacy by modem and the pharmacist could see a computer display of the refill orders and could hear voice messages. Alternatively, the information could be e-mailed to the pharmacy.

Abstract: An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors calling activity by the agents to maintain state information about the agents and to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. The client program provides a graphical user interface and depicts the state information about the agents as part of the interface. The graphical user interface may also display statistics regarding the calling activity of agents, agent supervisors, business clients of the call center, and the call center in aggregate.

Abstract: A system and method for interfacing unified message processing systems with legacy voice mail, e-mail and facsimile systems, located behind corporate firewalls. The system includes a unified message server, a proxy interface and a message protocol convertor. The proxy interface is configured to access the legacy system in response to a request from a unified message server. Messages stored on the legacy system are converted by a protocol convertor to a predetermined format compatible with the unified message server. The converted messages are then transferred to a unified message server which is capable of providing messages from different messaging system, such as voice mail, e-mail and facsimile to users in a predetermined format. The invention permits enterprise wide communication systems to provide unified messaging without abandoning pre-existing legacy messaging system.

Abstract: An improved prompting system for accessing specified functions in an interactive voice response (IVR) system. The IVR system (101) presents a plurality of prompts to callers. The prompts are typically presented in a predetermined order. However, the IVR system (101) improves the presentation by adjusting the presentation order based on a caller pattern of prompt selection. By monitoring incoming calls to determine what prompts are most frequently selected, the IVR system (101) can tailor the presentation order to the needs of individual users. The IVR system (101) can monitor either the selections made by all users or those made by a particular individual user over a configurable time period to establish the pattern of prompt selection.

Abstract: An Electronic Document Answering Machine is adapted to connect to remote information sources and to download digital documents including e-mail and WEB pages, and to store the documents for later review by a user. The Answering machine has an alert device for alerting a user that new documents are available for review, and an initializing device for a user to cause documents to be communicated for review one-at-a-time. In a preferred embodiment documents are communicated over a speaker via voice synthesis. In an alternative preferred embodiment a small display is provided wherein documents may be displayed in alphanumeric characters. The answering machine can be implemented as a stand-alone device or can be connected via a serial port to a host PC for transferring documents to the PC for processing and review. In other embodiments the Answering Machine is implemented as a system in a PC, with alert and selective input added as an interface.

Abstract: A system and method for receiving information regarding a telephony platform and for retrieving the object of the services provided by the telephony platform corresponding to the information received. The system includes a customer premises equipment having a display device and a plurality of function keys. The customer premises equipment is connected to the general switched telephone network and to a supplemental service network via a central office switch. A telephony platform is connected to the general switched telephone network for providing accessory services such as voice mail, electronic mail and facsimile services. When calls are made to the customer premises equipment, an event identifier is generated to identify the calling event. The event identifier may be attached to a message having caller identifier information. The event identifier is used if the user of the customer premises equipment does not answer and the caller is transferred to voice mail.

Abstract: A memory management method for a digital answering system having a non-volatile memory, e.g., flash memory, for storing files of audio messages. In accordance with the method, a first portion of the memory is dedicated for the storage of file information, and a second portion for the storage of message data. A number of rotary storage areas are defined within the first memory portion, with said file information being stored within only one of the rotary storage areas at any given time. Following a predetermined number of write operations to the one storage area, its contents are transferred to another one of the rotary storage areas. A file allocation table is employed which maps the memory of the flash memory. A directory includes directory entries which provide a first row for message data. A data area where messages are stored includes pointers to a next sequence or word in the memory such that a chain of words or sequences in a message file are retrieved in a single access to the first portion of memory.

Abstract: A call center having agent stations comprising telephones connected to computer stations by a Telephone Application Programming Interface (TAPI)-compliant bridge has data pertaining to callers stored in a database on a local area network (LAN) to which the computer stations are also connected. Origination data for incoming calls, both conventional calls to the telephones and computer-simulated calls to the computer platforms, is used as a key to extract data pertaining to calls from the database for display on video display units (VDUs) of the computer workstations where the calls are terminated. In some cases, data is only extracted and displayed for calls from previously listed origination points.

Abstract: Improved methods and arrangements are provided that allow for dynamic mapping of users to devices in a computer telephony system. The computer telephony system is configured to allow users to select any access device therein, regardless of location or type. The user then logs into the computer telephony system through the selected access device by identifying who they are, for example, by stating their name. Within the computer telephony system, the user's telephony characteristics are then dynamically assigned to the selected access device. As such, subsequent calls to the user are directed to the selected access device.

Abstract: An apparatus for recording and replaying a message received from a calling party through a telephone line is disclosed. Messages received from a plurality of calling parties are stored in a memory. The messages stored in the memory are replayed for each of calling parties using caller information. The received messages can be continuously replayed for each of calling parties to allow easy understanding of the messages for the same calling party.

Abstract: A method for permitting a user to create a plurality of outbound communication paths to a plurality of communication devices from a unified messaging system, the creating the plurality of the outbound communication paths being performed responsive to verbal input from a user through a first telephone. The method includes receiving at the unified messaging system the verbal input from the user through the first telephone and performing voice recognition on the verbal input. There is also included detecting an action word from the verbal input after the performing voice recognition. The action word is indicative of a communication service desired by the user in creating the end-to-end connection. Additionally, there is included detecting at least one of a first called party identity and first contacting data from the verbal input after the detecting the action word.

Abstract: A telephony system is formed by a base station and subscriber devices. The telephony system has a callback system for producing callback signals by acting on a sound device, for example, by ringing a sound via the earphone for the users. The callback signals are associated with a message which may be a sound or visualized message.

Abstract: A telephone subscriber unit (22) includes a caller identification device (120), a memory unit (114), a pre-processor (124) and a text-to-speech synthesizer (TTS) (110). The caller identification device (120) receives caller ID information of a calling party in a first textual format and stores the caller ID information in the memory unit (114) The pre-processor (124) converts textual caller ID information from the first data format to a second data format suitable for text-to-speech synthesis by the text-to-speech synthesizer (110). The text-to-speech synthesizer (110) generates audible caller ID information responsive to receiving the textual caller information.

Abstract: A tele-computer network includes a redundant digital microwave communication system, at least one mobile vehicle, and a wireless local area network (LAN). In one embodiment, the microwave communication system transfers information using Ethernet packet switching. In another embodiment, the wireless LAN transfers information using the TCP/IP protocol. The mobile vehicle is configured to transfer information as a single nomadic transmission/reception point between the microwave communication system and the wireless LAN.

Abstract: A system and method are provided for routing data base information obtained in an automated Internet message response to a subsequently selected live agent. An electronic workforce identifies the customer, pulls customer identification, pulls a record on the customer, provides information requested by customer, and permits the customer to select a live agent, provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a customer at the time the live agent begins conversation with the customer.

Abstract: A communications system includes a stationary unit, a mobile unit, and a proxy server. The stationary unit is adapted to send and receive messages. The mobile unit is adapted to establish a communication link with the stationary unit, and the mobile unit is also adapted to send and receive messages. The proxy server is adapted to route messages to one of the stationary unit and the mobile unit based on a status of the communication link between the stationary unit and the mobile unit. A method for routing messages includes monitoring the status of a communication link between a mobile unit and a stationary unit. A message is received and routed to one of the stationary unit and the mobile unit based on the status of the communication link.

Abstract: A communication system in which when an incoming call has arrived, a communication line having the capability of a high sampling rate is automatically selected without assistance of an exchange operator by transmitting an ultra high speed modem indication signal indicating the capability of data communication at an ultra high speed modem rate among the capabilities of a called terminal, and receiving an ultra high speed modem capability signal indicating the capability of an ultra high speed modem of a calling terminal.

Abstract: A sender (101) creates a voicemail message that includes a plurality of messaging elements that include embedded instructions that define a structure of the message. Other messaging elements may include textual fragments, audio fragments that refer to audio data files that are associated with the message, and/or references to textual fragments and/or audio fragments that are stored at specified locations. The instructions may define a hierarchical menu structure which, when the message is presented to the recipient (106) by a messaging system (104), offers the recipient different navigational choices from which the recipient may select and thus effect the information content of what is presented.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.