Abstract: Systems and methods for determining and providing call disposition information for outgoing calls are provided. More particularly, the disposition of a call placed from a communication device is determined, and associated with a call log for that communication device. The call disposition information is displayed or otherwise output to a user when the call log is accessed by the user. The call disposition information can be determined by a call disposition application running on a communication server that provides the call disposition information to a communication device for display by that communication device.

Abstract: A communication apparatus including: a relaying section which relays phone conversation between a sub-communication apparatus and an external communication apparatus which is in a communicable connection state by the communication controlling portion; a request section which requests, when a transmission command for transmitting transmission data has been transmitted from the sub-communication apparatus performing the phone conversation with the external communication apparatus, a data processing apparatus to transmit the transmission data while maintaining a connection state between the communication apparatus and the external communication apparatus to the communicable connection state; a receiving section which receives the transmission data transmitted from the data processing apparatus in response to the request of the request section; and a transmitting section which transmits the transmission data received by the receiving section to the external communication apparatus being in the communicable connec

Abstract: A method and system for accomplishing closed-loop transaction processing in conjunction with interactive, real-time, voice transmission of information to a user is disclosed. A voice-based communication between a user and a first system is established and a report is transmitted to the user. The report might comprise information and at least one request for user input based on said information. In response to the report, the user can request a transaction based on said information. The requested transaction is completed automatically by connecting to a second system for processing.

Abstract: A method and an inference engine for processing telephone communication data of telephone parties of a telephone network are provided to allow better services and better allocation of resources in a telephone network. The inference engine comprises an obtainer for obtaining telephone communication data that associates telephone parties identifiable by telephone network identifiers with usage data that describes usage of one or more services of a telephone network. Further, the inference engine also comprises a generator for generating contact structure data for a set of the telephone parties based on the telephone communication data, wherein the contact structure data expresses a degree of connectivity between each member of at least a part of the set and one or more other members. The generated data gives the required information to improve services and resource allocation in the network.

Abstract: A system, method and software for implementing an automated call routing application in a speech enabled call center environment are provided. In operation, the invention provides for the identification of a call center transaction selection from a natural language user utterance and the invocation of one or more scripts operable to route the user to a call center service agent configured to service the selected transaction. In the event a transaction selection cannot be readily identified or can only be partially identified, the invention provides for the initiation of a dialog module or script directed to eliciting a discernable transaction selection and/or the presentation of one or more menus from which the user may select an available call center transaction.

Abstract: A system engages a live agent in a multi-party call type arrangement with the user and an Interactive Voice Response (IVR) unit when the user has difficulty with the IVR. The agent is provided with information about the IVR process being executed and the user's input. When the agent is introduced into the call, the agent does not take over the IVR session, but the agent helps direct the user to provide the correct input(s) to the IVR session. Once the issue is corrected, the agent can remove themself from the customer/IVR dialog. As a consequence: the user continues their self-service transactions in the IVR, and the user is better educated on how to navigate the IVR in the future. Further, agent resources are spared from further interaction with the user, and the user is less likely to have a negative opinion of the IVR.

Abstract: An incoming call is communicated to a first endpoint and a second endpoint. A call redirection message comprising a redirection number is received from the first endpoint, and it is determined whether the first endpoint should be disconnected from the call according to the redirection number. The call is disconnected from the first endpoint if the redirection number indicates that the call should be disconnected.

Abstract: A personal interactive voice response service node includes a memory that stores executable instructions, and a processor that executes the executable instructions. The personal interactive voice response service node accepts personalized instructions to define interactive voice response service node prompts on behalf of an individual assigned a communications address serviced by the personal interactive voice response service node. The personal interactive voice response service node accepts personalized instructions to define actions to take in response to selections of corresponding interactive voice response service node prompts. When executed by the processor, the executable instructions cause the personal interactive voice response service node to identify a selection of an interactive voice response service node prompt and execute an action associated with the selection identified.

Abstract: The present invention relates to the field of telecommunications. More particularly, to a method and an apparatus that would allow callers to time-share telephone, telecommunication or communication lines in order to truthfully vary the telephone line from which they are calling parties through the Public Switch Telephone Network (PSTN). The system would allow customers to manage the identity of their calls in ways that would maximize the probability that a called party would answer.

Abstract: Telecommunications customers must frequently utilize the facilities of many different telecommunications service providers in order to transmit data from one location to another. When a telecommunications customer encounters a network problem, that customer usually must navigate a complicated web of service providers and equipment owners in order to receive meaningful technical assistance from a human technician. The present invention is designed and intended to facilitate human interactions for technical support and administrative tasks by associating customer, contract, circuit, equipment, key personnel, billing, and telco information in a database for efficient data presentation and information retrieval. Resolution of the logistical problem of tracking circuit information is achieved by organizing the information and displaying important data concurrently.

Abstract: A method of recording audio/video or a combination of audio/video information on a local, possibly mobile, device while in a live communication with one or more parties. The method comprises signaling the compute device to perform a routing of input directly to its internal recording subsystem, not transmitting the input over the communication, signaling the compute device to resume normal routing of its input for transmission, indexing and storing (recording) the input in a local data store and retrieving the locally stored information for later playback. A system and computer-readable medium are also disclosed.

Abstract: Methods, systems, and products are disclosed for responding to a communication. The communication is received from a sender's address and is destined for a recipient's address. An audible message associated with the sender's address is retrieved. The audible message is sent to a server that stores messages associated with the sender.

Abstract: A security system has a camera; a sensor generating a signal in response to a triggering event, and a management module. The triggering event is one of an actuation of a doorbell button, an actuation of a bell connected to and operated by a doorbell button, door opening detection, motion detection, proximity detection and infrared (IR) beam interruption. The management module is adapted to send data to be received by a remote communication device upon generation by the sensor of the signal generated in response to the triggering event. The management module is also adapted to initiate a connection between the remote communication device and the camera, the connection permitting data exchange between the remote communication device and the camera. The security system allows a person located in a vicinity of the camera installed at a building or a house to communicate with a user of a remote communication device.

Abstract: A method and apparatus for enabling calling parties to request the VoIP network to provide a special ring tone to be signaled as the occurrence of an urgent call to called parties are disclosed. Alternatively, a high frequency intercept tone or call waiting tone is also provided when the called parties are already engaged in conversation when an urgent call is incoming.

Abstract: Systems and methods that, among other things, analyze and monitor the performance of a call center including performance of the interactive voice response (IVR) systems, call center agents, and other components of the call center. The systems and methods record characteristics of the call such as the audio data, and analyze that record to identify the events and the actions that take place during the call. A call center administrator may also identify a set of metrics, such as the number of dropped calls that occur during a day that may be monitored by the systems described herein. The data collected about these events and the resulting metrics may be stored in a database and provided to a call center administrator through a user interface that allows the administrator to browse through the collected metric and recorded call data and directly review relevant portions of a call.

Abstract: Methods and systems are provided for monitoring calls routed to a telephone network voice mail system from a variety of remote telephone locations. When a subscriber receives a telephone call, a determination is made as to whether the subscriber's line is busy or whether the call goes unanswered. If remote call monitoring services are activated, a three-way communication is set up between the calling party, the voice mail system and the subscriber via a remote call monitoring directory number provided by the subscriber. The subscriber is patched into the call on a listen-only basis, but upon command by the subscriber, the subscriber may answer the call. The subscriber may set up a number of remote call monitoring filters, including an “always monitor” list, a “never monitor” list, and a schedule of days or times during which the subscriber allows or excludes remote call monitoring.

Abstract: A communication apparatus including: a communication portion which performs a data communication with a sub-communication apparatus; a transmission-data communicating portion which performs a transmission-data communication with a data processing apparatus; a transmission-data receiving section which receives transmission data from the data processing apparatus; a notifying section which transmits a notification to the sub-communication apparatus, the notification being based on that the transmission-data receiving section has received the transmission data; a relaying section which relays a phone conversation between an external communication apparatus and the sub-communication apparatus; and a transmitting section which transmits the transmission data received by the transmission-data receiving section, to an external communication apparatus as a call opposite party of the phone conversation which is being relayed by the relaying section where a transmission-data transmitting command has been received from

Abstract: The present invention discloses a method, a device, and a terminal for implementing incoming call protection. The method includes: determining, according to a frequency for operating a terminal by a user, whether a status of an incoming call protection mode is on or off; if the incoming call protection mode is on, when an incoming call signal arrives, delaying the incoming call signal; and if the incoming call protection mode is off, when an incoming call signal has been delayed and the incoming call signal still continues, releasing the incoming call signal, and when an incoming call signal has been delayed, but the incoming call signal becomes weak or has disappeared, prompting the user that there is a missed call. According to the present invention, a problem of unwittingly connecting or hanging up an incoming call by a user is effectively solved.

Abstract: A method and an apparatus for the identification of the mode of a telephony device in a network are provided. A call initiation signal is received from a mode-identifying telephony device. The call initiation signal is used to communicate with a mode-selecting telephony device. Thereafter, the mode at the mode-selecting telephony device is detected and an answer mode signal, including the information regarding the answering mode of the mode-selecting telephony device, is sent to the mode-identifying telephony device.

Abstract: An apparatus and method control transmission of messages over a fixed bandwidth link from fixed position communication devices to a central controller in a load management system. The messages include information relating to electric power consumption by power consuming devices located at service points that include the communication devices. In one embodiment, the central controller determines an identifier associated with each communication device, a reporting period during which the messages are to be transmitted by the communication devices, and transmission increments within the reporting period. The controller allocates each transmission increment to a respective group of communication devices.