Abstract: Techniques are described for performing actions for users based at least in part on spoken information, such as spoken voice-based information received from the users during telephone calls. The described techniques include categorizing spoken information obtained from a user in one or more ways, and performing actions on behalf of the user related to the categorized information. For example, in some situations, spoken information obtained from a user is analyzed to identify one or more spoken information items (e.g., words, phrases, sentences, etc.) supplied by the user, and to generate corresponding textual representations (e.g., via automated speech-to-text techniques). One or more actions may then be taken regarding the identified information items, including to categorize the items by adding textual representations of the spoken information items to one or more of multiple predefined lists or other collections of information that are specific to or otherwise available to the user.

Abstract: Methods and apparatus to provide messages to television users are disclosed. An example method includes determining an identifier associated with a television device in response to detecting a request for a list of voicemail message information, querying a database to determine a voicemail mailbox associated with the identifier, initiating a terminal session in accordance with a remote desktop protocol for the television device, and sending the list of voicemail message information to the television device via the terminal session.

Abstract: A method implemented by a network entity that comprises identifying contact information associated with a previously-originated call, receiving from a user information indicative of a desired modification to a database associated with the user, wherein the desired modification involves the contact information associated with the previously-originated call. The method further comprises configuring the database associated with the user at least in part on the basis of the desired modification and the contact information associated with the previously-originated call.

Abstract: A method and system is disclosed for managing a plurality of simulated real-time conversations simultaneously with a plurality of callers. The disclosure includes personalizing a number of selectable audio responses associated with a call script in an agent-operator's own unique voice, interacting with a caller, and selecting an audio response for subsequent presentation to the caller, from the selectable audio responses when operating in the agent-operator assist mode. The call script includes a number of segments, including segments associated with the selectable audio responses. The interaction with the caller is selectable among an automated mode, an agent-operator assist mode, and an agent-operator mode.

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 voice communication arrangement having a voice communication program installed in a computer loaded with a versatile OS thereon includes a voice data input/output function for passing through the OS voice data produced from voice sound captured by a microphone of the arrangement or received from another voice communication device, when connected to the arrangement, without being processed by the OS as audio data.

Abstract: A method includes receiving a notification that indicates that a call from a caller has been received at a remote network-based messaging system at a computer terminal. The computer terminal is connected to the remote network-based messaging system via a data connection. The method includes displaying a pop-up view at the computer terminal to notify a subscriber of the call. The pop-up view includes call screening options and an option to add information identifying the caller to an electronic address book that is not a call log. The method includes sending a request to intercept the call from the computer terminal to the remote network-based messaging system via the data connection and sending information that indicates a destination device from the computer terminal to the remote network based messaging system. The call is routed from the remote network-based messaging system to the destination device.

Abstract: A system and method for associating an audio clip with an object is provided wherein the voice-based system, such as a voicemail system, is used to record the audio clips.

Abstract: The present disclosure is directed to a system and method of delivering notifications. The method can include receiving a communication at a server within an Internet Protocol Television (IPTV) network, where the communication is directed to a destination device outside of the IPTV network. The method can also include identifying the destination device and associating the destination device with a set-top box device. The method can also include transmitting a notification of the communication to the set-top box device via a private data network within the IPTV network.

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 system and method for automated connection triggered by availability status. The present invention includes a method of determining whether a connection request is pending to connect to a previously unavailable party and automatically making the connection now that the party is available. An alternate method includes generating a request to automatically connect to a party when the party becomes available. Application of embodiments of the present invention includes a telephony and/or an internet system.

Abstract: To assist with the usability of voice messaging systems, a technique is provided that provides audible information to a user about the status of one or more messages in the system. An audible message is played to the user indicating whether they have forwarded, replied, saved, or otherwise addressed a voice message. The audible indication can be triggered by the message recipient trying to reply, forward or otherwise access a message in the voice messaging system. This can be especially useful when the voice messaging system is accessed from a phone, such as an IP telephone or SIP phone. The technique at least allows users to know which voice messages they have addressed as well as to provide a summary of one or more messages in the voice messaging system such as 3 unread, 2 replied, 1 forwarded, and a total of 12 messages with message duration of 11 minutes.

Abstract: Embodiments of the present invention generally provide techniques and apparatus that may be used to distribute services in a telephone system. Utilizing these techniques, functions conventionally centralized and requiring a separate server may be distributed to end units, for example, as instances of such applications running on network telephones. Examples of such functions include, but are not limited to, auto attendant functions, distributed voice mail functions, and operator functions.

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: Certain exemplary embodiments comprise a method comprising receiving, from a user-operated telecommunications device, a user-initiated communication to a non-911 communications address. The method can comprise automatically providing a user with a current location of a user-associated telecommunications device. The method can comprise requesting, from the user, verification of the current location of the user-associated telecommunications device.

Abstract: There is described a provides a method for selecting a buddy with which a user wants to connect. The buddy having a buddy identification being listed in a pre-identified group of Internet-accessible destinations. The user using a user telephone means to which is associated identification information. The method comprises: initiating a call from the user telephone means to an Internet-enabled computing device, the call having associated thereto calling line identification (CLID) information; comparing the CLID information to the user telephone means identification information; validating the CLID information using the comparison upon positive validation, the user providing the buddy identification; consulting the pre-identified group of Internet-accessible destinations for a match between the buddy identification and one of the Internet-accessible destinations; and advising the user of a successful or unsuccessful match.

Abstract: A method and apparatus for gaining access to communication services includes receiving an initial inquiry for communication service access, collecting equipment information based upon the initial inquiry, sending a non-voice communication to said equipment and receiving a request from said equipment to obtain communication service access. The apparatus includes a system having one or more controllers for performing communication service access.

Abstract: A system for automated audio quality testing, having various endpoint emulators, call engines, audio generator devices, and head and torso simulator devices. The call engine utilizes reference audio samples to simulate customer interactions with a contact center. The endpoint manager utilizes reference audio samples to simulate contact center agents' interactions with customers.

Abstract: A system for providing termination information for an international telephone number includes a centralized database of terminating characteristics. The system may also include request processing logic that receives an international telephone number from a user. In response to receiving the telephone number, the request processing logic may automatically query the centralized database to obtain information that indicates whether the telephone number uses wireless termination. In response to obtaining the information from the centralized database, the request processing logic may automatically transmit to the user a response that indicates whether the telephone number uses wireless termination. The system may also include a database engine that uses a tree structure of linked nodes to perform a longest matching prefix search on the telephone number in response to the request processing logic querying the centralized database.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a method that involves receiving an indication that communications with a subscriber have been interrupted while engaged in voicemail processing, and recording a pointer to a last state of voicemail processing. Additional embodiments are disclosed.