Abstract: A system related to connecting customers to agents of a business includes an inbound (INB) interactive voice response (IVR) computer, an outbound (OUTB) IVR, and a computer telephony interface (CTI) computer. The INB IVR computer receives an inbound call from a customer and determines that there is a delay in a call queue of a call center. The OUTB IVR places an agent outbound call (on behalf of the customer) to the INB IVR which is then placed into the queue of the call center in response to the customer selecting a call-back option. The CTI computer then monitors the call center, and sends a notification to the OUTB IVR processor in response to the agent outbound call connecting to the available agent. Responsive to the notification, the OUTB IVR computer places a customer outbound call to the customer to connect the customer to the available agent.

Abstract: A voice over Internet Protocol (VoIP) positioning center (VPC) is implemented in configuration with support from a text-to-voice module, emergency routing database, and VoIP switching points (VSPs) to allow a public safety access point (PSAP) or other emergency center to effectively communicate the nature of an emergency alert notification and the area of notification to the VoIP positioning center (VPC). The inventive VPC in turn determines which phones (including wireless and/or VoIP phones) are currently in the area for notification, and reliably and quickly issues the required warning to all affected wireless and VoIP phones.

Abstract: Disclosed is a method for telecommunication using a system in which individual journal entries and/or voice mail messages for each user are stored. Each time a user initiates or receives a call the system verifies whether specific journal entries and/or voice mail messages are stored for the respective user and the system presents in case of said specific entries or messages an output to the user to inform the user that said specific entries or messages have been verified or found.

Abstract: A communication device, including a receiver specification section which specifies a receiving communication device; a control section which transmits, to the receiving communication device specified by the receiver specification section, call request information used for outputting a call request notification and deleting the call request notification after a predetermined time period; a time period setting section which sets a time period during when the call request notification is output by the receiving communication device; a message setting section which sets a call request message; and a cancel instruction section which inputs a cancel instruction of the call request notification.

Abstract: Methods and systems for converting voice calls into text calls are disclosed. A method includes determining that a first user device is to be switched from a voice call mode to a text call mode, and sending an indication that the first user device is to be switched from the voice call mode to the text call mode to a server that is in communication with a second user device. The method further includes presenting to a user of the first user device a voice call from the second user device in text format.

Abstract: At least one example embodiment discloses a method of initializing a plurality of communication paths in a system. The method includes obtaining a first matrix from a storage medium, the first matrix including at least one channel sub-matrix of the system associated with a subset of the plurality of communication paths, obtaining an indication of which communication paths are to become active and determining, after the obtaining the indication, new compensation coefficients based on the at least one channel sub-matrix and active compensation coefficients, the active compensation coefficients for compensating for crosstalk between the active communication paths prior to the number of active communication paths changing.

Abstract: Systems and methods are disclosed for online data-linked telecommunications decisioning and distribution. One method includes receiving call data relating to a telephone call from a telephone device of a user to an interactive voice response (“IVR”) system; accessing a database storing correlated call data and user data; retrieving correlated call data and user data based on the telephone number of the call data; determining a confidence score defining a confidence that the received call data relates to the retrieved correlated call data and user data; correlating the received call data with retrieved call data and user data when the confidence score is greater than a threshold value; determining an IVR response to present to the user via the IVR system; and transmitting the determined IVR response to the IVR system for presentation to the telephone device of the user.

Abstract: A personal audio device includes a sidetone circuit with one or more adjustable coefficients that generates a sidetone signal from the output of a first microphone. The sidetone circuit has one or more adjustable coefficients for altering the relationship between the first microphone signal and the sidetone signal. The personal audio device also includes a transducer for reproducing playback audio and the sidetone signal at an ear of a listener and a second microphone for measuring the output of the transducer as delivered to the ear of the listener. The sidetone circuit includes a calibration circuit for estimating a response of the second microphone to the sidetone signal and adjusting the coefficient of the sidetone circuit according to the estimated response.

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.

Abstract: A system and method are provided that transforms the typical voicemail interaction into one in which the client does not feel that their voice messages could be easily ignored. Instead of being prompted in the traditional manner to simply leave a message, the client is asked to choose from a list of available times, each representing a potential time for the service provider to call the client back. The system is aware of both the service provider's calendar appointments and the times that they have made available for client appointments. Once the client chooses a time slot, the service provider's calendar will be updated with the new appointment details. When that time arrives, the provider's calendar system will alert them of their impending appointment and they will be reminded to telephone back their client at the scheduled time.

Abstract: A system and method for enabling a telephone number to be called in an anonymous manner by associating an identifier with the telephone number and providing for calling the number via the identifier. In one embodiment, the telephone call, including communication of the telephone number is performed using encryption. The identifier may be an email address or user identifier. Other users may call the telephone number via a website that operates as a virtual payphone, using software downloaded to a computer or other communication device, or by calling a voice portal, for example.

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: Disclosed herein are systems and methods for using caller data to electronically disseminate a message. In one aspect, a method involves (i) a phone switch receiving a phone call and corresponding caller data, (ii) the phone switch sending to a record manager, the caller data, (iii) the record manager receiving the sent caller data, and (iv) responsive to the record manager receiving the sent caller data, the record manager (a) retrieving from a data storage, a school identifier corresponding to the received caller data, and (b) causing a notification system to electronically disseminate a message, wherein the message indicates that an updated operational-status of a school identified by the retrieved school identifier is expected soon.

Abstract: Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison. The processor may further route the call based on the at least one of the first object or the first action.

Abstract: A system, process and computer-readable media that incorporate teachings of the subject disclosure may include, for example, an interactive application delivering captions of an audio signal, such as a voicemail message or audio received concurrently during a telephone conversation. The application can be a television application, for example, receiving at a media processor associated with equipment of a first party, a textual interpretation of an audio signal of a second party, for example, during an active telephone call between the first party and the second party. A graphical image of the textual interpretation of the audio signal is rendered at the media processor and presented to a display device, such as a television display. Other embodiments are disclosed.

Abstract: A recording device provides conversation recording with real-time notification between users of communication terminals engaged in a conversation. The recording device provides a recording start notification to a second communication terminal in response to receiving an initiate recording request from a first communication terminal, and initiates recording of the conversation. The recording device terminates recording of the conversation in response to receiving a terminate recording request from the first communication terminal, provides a recording stop notification to the second communication terminal, and saves the recorded conversation to a file in a file storage medium. The recording start and recording stop notifications can be either audible or electronic notifications. The first communication terminal may be muted prior to providing a notification, and un-muted subsequent to the notification. The recording device may obtain permission from the second communication terminal to record the conversation.

Abstract: A system for automated audio quality testing, comprising a plurality of endpoint emulators, call engines, and optionally audio generator devices and head and torso simulator devices, and a method for using such a system for testing of audio quality over a variety of system architectures for optimization of contact center operations and improvement of customer experience.

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: Task analysis of an interactive communication system (ICS) can be performed manually. Manual task analysis is costly and time-consuming process. In an embodiment, a method of defining tasks within an ICS includes identifying hub node(s) to be marked as unavailable from consideration as nodes within a task. The at least one hub node can be within a directed graph representing flows through an ICS. The method further includes, from available nodes, automatically identifying a connected subgraph that corresponds to nodes representing an area of functionality defining a task within the ICS. The method additionally includes repeating the identifying of the connected subgraph at least one time. The method also includes outputting an indicator of the at least one hub node identified and the connected subgraphs that represent corresponding areas of functionality defining respective tasks. Therefore, task analysis is improved by extracting task definitions from the graph data automatically.

Abstract: A system and method are disclosed for announcing a calling party from a communication device. A system that incorporates teachings of the present disclosure may include, for example, a call processing system can have a controller for processing calls in a communication system. The controller can be programmed to detect an incoming call initiated by a third party communication device over a first voice channel, transmit to a communication device over a control channel a notification signal associated with the incoming call, detect a connection made by the communication device to a second voice channel, transmit to the communication device over the second voice channel audio signals that identify a calling party, and link the first and second voice channels upon detecting over the control channel a call acceptance action by the communication device. Additional embodiments are disclosed.