Abstract: An interactive communication system configured to conduct a call with a caller. The interactive communication system comprises at least one computer hardware processor configured to perform: obtaining a plurality of dialog chunks comprising information provided by the caller to the interactive communication system and information provided by the interactive communication system to the caller; generating, based on the plurality of dialog chunks, a respective plurality of feature sets, each of the plurality of feature sets comprising at least one feature generated using a respective dialog chunk of the plurality of dialog chunks; determining, based on the plurality of feature sets, a respective plurality of dialog chunk scores; determining, based at least in part on the plurality of dialog chunk scores, a likelihood that the caller is dissatisfied with the interactive communication system; and when the likelihood exceeds a threshold, performing a remedial action that alters how the call is handled.

Abstract: A method includes associating an e-mail address with a media device at a server of a television network. The media device is associated with the television network and the e-mail address is associated with a network device outside of the television network. The method includes receiving, at the server, an e-mail message directed to the e-mail address. The method also includes sending an e-mail notification from the server to the media device responsive to receipt of the e-mail message. The e-mail notification indicates whether the e-mail message includes an attachment. The e-mail notification permits the media device to provide notification of the e-mail message and an indication of whether the e-mail message includes an attachment to an output device coupled to the media device.

Abstract: A computer-implemented method and an apparatus for facilitating speech application testing generate a plurality of test scripts. A test script is generated by initiating a voice call interaction with a speech application including a network of interaction nodes, and repeatedly performing, until a stopping condition is encountered, the steps of, executing the voice call interaction by traversing through interaction nodes until an interaction node requiring a response is encountered, selecting an utterance generation mode, determining a response to be provided corresponding to the interaction node, and providing the response to the speech application. The test script comprises instructions for traversing interaction nodes and for provisioning one or more responses during the course of the voice call interaction. One or more test scripts from among the plurality of test scripts are identified based on a pre-determined objective and provided to a user for facilitating testing of the speech application.

Abstract: Disclosed is a voice message exchange system and method for improving communication between an inmate and a third party by enabling the inmate to leave a message when a call is not answered and further allowing the third party who receives the message to reply with a message to the inmate. Additionally, outside parties that meet the institution's requirements can leave messages for inmates at any time. The present invention can be used as an add-on to legacy inmate call management systems or incorporated internally into an inmate call management system. The system also provides monitoring, controlling, recording, and billing means.

Abstract: An interactive voice response method permits an intelligent interactive voice system to communicate with a caller. The method includes determining that a caller is a first time caller, interactively communicating with the first time caller, and routing a call to a particular destination based upon information received from the caller. The method also includes establishing a caller personal profile based on the information received from the first time caller, developing a predictive personalized interactive communication dialog for a repeat call by the first time caller, and storing the caller personal profile and the predictive personalized interactive communication dialog. The method further includes updating the predictive personalized interactive communication dialog based on information obtained by the repeat call by the first time caller.

Abstract: Disclosed is a voice message exchange system and method for improving communication between an inmate and a third party by enabling the inmate to leave a message when a call is not answered and further allowing the third party who receives the message to reply with a message to the inmate. Additionally, outside parties that meet the institution's requirements can leave messages for inmates at any time. The present invention can be used as an add-on to legacy inmate call management systems or incorporated internally into an inmate call management system. The system also provides monitoring, controlling, recording, and billing means.

Abstract: The present disclosure includes systems and techniques relating to wired communication channels, such as telephone lines in a bundled telephone cable. In some implementations, a system includes telephone lines bundled together, electronic equipment at a first location includes a first transceiver device for each of the telephone lines, where each first transceiver device at the first location is configured to coordinate transmissions over a respective telephone line coupled with the first transceiver device; and second transceiver devices coupled respectively with the telephone lines at second locations, such that each second transceiver device is respectively paired with a first transceiver device at the first location; each pair of the first and second transceiver devices is configured to force transmission on a telephone line connecting the pair when another pair of the first and second transceiver devices estimates a signal to noise ratio on the telephone line connecting the other pair.

Abstract: There is provided an image communicating apparatus which is capable of performing a deemed voice communication, and includes a telephone control unit configured to control communication by connecting a telephone, and a modem configured to control FAX communication by the deemed voice communication. In the image communicating apparatus, communication is controlled so that a detection unit configured to perform detection processing of detecting facsimile reception by software performs the detection processing during a period in which the modem cannot detect the facsimile reception.

Abstract: A method of automatically distributing phone call recordings to interested parties generally includes associating one or more forwarding criteria with each of one or more interested parties, establishing a phone call from a calling party to a destination number through an institutional phone system, recording the phone call, and, if the phone call satisfies one or more forwarding criteria associated with one or more interested parties, automatically distributing the recording of the phone call to the at least one interested party associated with the satisfied one or more forwarding criteria. Distribution may be by e-mail, by uploading the recording to a website that interested parties (and preferably only interested parties) can access, by queuing the recordings for export to physical media, and/or through a voice mail system. Calls may be selected for distribution based on the caller, the called party, conversation content, call time, or any other suitable criteria.

Abstract: A user is presented with a list of languages sent by an interactive response system in a Session Initiation Protocol (SIP) communication session. For example, the user is presented with a list of languages supported by an Interactive Voice Response system. The interactive response system receives a selection of a language from the list of languages supported by the interactive response system from the user. The SIP communication session with the user is sent (e.g., forwarded) to another communication device by sending a first SIP message, such as a SIP INVITE message. The first SIP message includes a SIP History-Info header that identifies the selected language for the first SIP communication session. The selected language can then be used to forego presenting a list of languages to the user later on during the SIP communication session.

Abstract: A computerized system comprising: (a) a compliance server adapted to receive an audio feed of a telephone conversation; (b) an identification module adapted to compare said audio feed to a database of voice prints and identify participants in said telephone conversation; and (c) an analysis module adapted to ascertain a subject of said telephone conversation.

Abstract: A method for incoming call notification is disclosed. The method may comprise, when receiving an incoming call, determining voice identification information of the incoming call according to number information of the incoming call, and playing the voice identification information of the incoming call.

Abstract: Methods, systems, and devices for cross-linking events and persons using anonymized voice fingerprint identifiers (IDs) and call metadata are described. The method can include retrieving, form a centralized database, call metadata associated with a caller index ID. The method can include determining call metadata characteristics for the call metadata. The method can include matching the call metadata characteristics of the call metadata with characteristics associated with a personality type of a psychological behavioral model. The method can include generating a caller profile that comprises personality type information for the personality type. The method can include associating the caller profile with the caller index ID. The method can include storing the caller profile in an entry in the centralized database associated with the caller index ID.

Abstract: A system for detecting three-way calls in a monitored telephone conversation includes a speech recognition processor that transcribes the monitored telephone conversation and associates characteristics of the monitored telephone conversation with a transcript thereof, a database to store the transcript and the characteristics associated therewith, and a three-way Call detection processor to analyze the characteristics of the conversation and to detect therefrom the addition of one or more parties to the conversation. The system preferably includes at least one domain-specific language model that the speech recognition processor utilizes to transcribe the conversation. The system may operate in real-time or on previously recorded conversations. A query and retrieval system may be used to retrieve and review call records from the database.

Abstract: The subject matter herein relates to voice mail systems and, more particularly, cross-media voice mail notification and delivery. Various embodiments described herein provide systems, methods, software, and data structures that operate to, or facilitate, dispatching of voice mail notification messages to voice mailbox owners. In some embodiments, the notifications are sent to the voice mailbox owners in a text format, such as a short message service text message, email, or other text based service. These and other embodiments are described herein.

Abstract: Methods and apparatus to provide messages to consumer electronics devices are disclosed. In response to a request from a consumer electronics device for messaging information stored with at least one of a first message provider or a second message provider, determining, with a processor of a mediation system, an identifier associated with the consumer electronics device. Querying, with the processor, a database at the mediation system to determine first and second account identifiers associated with the identifier of the consumer electronics device. When the request is for the messaging information stored with the first message provider, sending, with the processor, a first command to cause the first message provider to forward the messaging information associated with the first message account identifier to the mediation system.

Abstract: A system for facilitating the recovery of a user's lost item is provided that makes use of tags the user applies to the item and an interactive voice response (IVR) system. When a finder of the item calls a phone number displayed on the tag, the finder is directed to the IVR system. The finder is prompted to identify the item by providing a unique code displayed on the tag. Once the finder provides the unique code, a server in the system receives the phone number and unique code from the IVR system and verifies if there is a user associated with the tag. If so, the server sends a response back to the IVR system to obtain the finder's message indicating the location of the item. After the finder leaves a message, the message is transmitted automatically to the user in real time.

Abstract: A shared voicemail system and method of operation in which the system comprises a computer processor configured in use to store a voice message received from a third party; in which the stored voice message is accessible to each user of a plurality of users of the shared voicemail system. The computer processor also configured in use to provide a copy of the stored message to a first user of the plurality of users, receive an indication from the first user that the message is intended to be accessed by a second user of the plurality of users and to provide a notification prompting the second user to access the message. In an embodiment, the voice message received from the third party is part of a call redirected to the shared voicemail system from a phone line shared by the plurality of users.

Abstract: For filtering an audio signal for a non-real-time recipient, a signal module may detect communication of an audio signal to the non-real-time recipient. A management module may filter the audio signal with a high-latency audio filter.

Abstract: A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.