Abstract: A targeted television advertising system includes a modeling processor and an identification processor. The modeling processor is configured to model purchasing behavior of a selected television service subscriber using a payment card transaction database. The identification processor is configured to identify television advertising messages that may appeal to the selected television service subscriber based upon the modeled purchasing behavior.

Abstract: Illustrative embodiments provide a computer implemented method, an apparatus in the form of a data processing system and a computer program product for social network based call management. In one illustrative embodiment, the computer implemented method comprises receiving an incoming call from a caller for a subscriber, and obtains preferences for the subscriber, wherein the preferences describe a caller relationship to the subscriber. Using a location provided in the preferences for the subscriber, the computer implemented method locates attributes for the caller. The computer implemented method processes the call in accordance with the attributes and the preferences.

Abstract: According to various embodiments of the present invention, systems and methods for routing telephone calls from host switch to remote switch in a Voice Over Internet Protocol (“VoIP”) network. In one embodiment, a system includes a host switch in a voice over internet protocol (“VoIP”) network communicably coupled with a plurality of remote switches and a public switched telephone network (“PSTN”), the host switch to receive a call from the PSTN having signaling including a location routing number (“LRN”) field, and a database communicably coupled to the host switch to identify a target remote switch of the plurality of remote switches that is associated with at least a portion of the LRN field. In addition, the host switch is to send the call to the target remote switch based on the identification by the database. Other embodiments are also disclosed.

Abstract: An apparatus for an electronic feedback system designed to work in combination with a television set to enable a viewer to express his or her anger toward televised events by allowing the viewer to vent his or her anger in a physical, satisfying manner, yet do no harm to the television set.

Abstract: A system and method to provide telephonic teleservices management is provided. The system may comprise a session management module used to establish a session with an agent via a telephone of the agent. An agent management module may manage a work state of the agent within a plurality of sequential calls between the agent and a plurality of customers. During the session, the connection with the agent remains established between each of the sequential calls. A hub management module manages a call hub during a call of the plurality of sequential calls between the agent and a customer of the plurality of customers.

Abstract: Apparatus and method for sharing state information using a web-enabled system and a phone service system are disclosed. In some embodiments, a presence module is used to identify a currently accessed web page to an agent during an on-line session. In some embodiments, documents are delivered to a user through a web browser concurrent with an audio message delivered by phone. Concurrent delivery of documents configured to accept an electronic signature is disclosed.

Abstract: Methods, systems, and computer program products for providing telecommunication services between a SIP network and an SS7 network are disclosed. In one method, SIP/SS7 gateway receives an INVITE message from a SIP proxy server. The SIP/SS7 gateway extracts a called party number from the INVITE message and determines whether a telecommunications service is required and a type of service required for the INVITE message based on the called party number. The SIP/SS7 gateway then formulates an SS7 query to a database corresponding to the identified service type. The SIP/SS7 gateway receives a response from the database and uses data from the response to facilitate completion of the call. In one example, the SIP/SS7 gateway may forward a routing number extracted from the response back to the originating SIP proxy server. In another example, the SIP/SS7 gateway may generate a new INVITE message and forward the new INVITE message to a terminating SIP proxy server.

Abstract: Automatic room rescheduling is described. In an embodiment, an apparatus receives status data regarding status of communications resources capable of use in a teleconference call at a first teleconference location. The apparatus determines that a status of one or more of the communications resources might negatively affect the teleconference call. The apparatus receives availability data about other available communications resources and teleconference locations. Based on at least the status data and the availability data, the apparatus reschedules the teleconference call for a second teleconference location. The apparatus communicates information about the rescheduling and identifies the second teleconference location to one or more teleconference call participants. In other embodiments, the invention encompasses a method and a computer-readable medium configured for carrying out the method steps.

Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.

Abstract: A method and apparatus to provide speaker selection in a multi-party conference call is described. The method may comprise processing a speaker queue for at least one new speaker and monitoring when a number of active speakers is less than a predetermined number of active speakers. When less than the predetermined number, the method automatically, without human intervention, adds a new speaker from the speaker queue. A request for a new speaker may be received via a communication channel independent of a voice communication channel of the multi-party conference call. The request may be received from the conference endpoint via a voice communication channel of the multi-party conference call. In an example embodiment, new speakers in the speaker queue may be prioritized based a class of service associated with each new speaker. Priority may be given to a new speaker with a higher associated class of service.

Abstract: This disclosure details the implementation of methods, systems and computer program products for a customer satisfaction engine (CSE). Embodiments of the CSE allow callers to key in customer satisfaction data using a rating system and/or to change customer service representatives (CSR) during the course of a customer service call rather than after the call has ended. Caller generated ratings may be stored in a database in association with the respective CSR profile for later access, analysis, and/or review. CSE embodiments may also allow customers to log in to a website and view operations made by the CSR as a service call progresses. CSE systems may provide for improved customer service and allow companies improved efficiency, monitoring and reporting of CSR performance.

Abstract: A switching system that receives communications over a trunk incoming from a communications network and routes them to its subtending communications terminals responds to a stimulus, such as actuation of an actuator, by either (a) returning all of the communications that it receives on the incoming trunk at least subsequently to the stimulus to the network over a trunk outgoing to the network with instructions directing the network to redirect the returned communications to a second switching system for routing to communications terminals served by the second system, or (b) routing all of the communications that it receives on the incoming trunk at least subsequently to the stimulus to the second switching system over a trunk outgoing to the second switching system for routing to the communications terminals served by the second switching system.

Abstract: A method and apparatus is presented for enabling an agent to assume the identity or persona of a called party and process calls directed to the called party. In one embodiment, methods, which enable an agent to assume the identity or persona of a called party, and process calls directed to the called party are considered a call center functions and may be implemented in a call center. A call is initiated to a called party. Initiating the call generates called party information. Using the called party information a server retrieves information associated with the called party and then forward the information associated with the called party to an agent. The call is then forwarded to the agent. As a result, the agent may use the information associated with the called party to assume the identity or persona of the called party when responding to the call.

Abstract: A conferencing system and method are described which enable conference participants to beam between back-to-back or concurrent conferences. Specifically, a conference participant is allowed to beam between two or more conferences by providing in-band signaling during a conference. The in-band signaling may include one or more commands to beam the conference participant between the two or more conferences without requiring the conference participant to hang up and redial the conference number.

Abstract: A system for providing enhanced history information across multiple clients comprises a call application server having a history system, a telephony system and a history cache. The call application server advantageously maintains a history records for each user of the system. The enhanced history system is particularly advantageous because regardless of the endpoint (e.g., phone, thin client, personal call manager or standalone IP phone) with which the user is interacting, the history information specifically for that user is delivered by the call application server to that endpoint. Furthermore, the call application server allows the user to access history information using end points which heretofore were unable to provide history functionality. Finally, the call application server makes the history records universal across all endpoints with which the user interacts, in contrast to prior art, which had limited call history information specific to a particular endpoint.

Abstract: A system, method, and computer readable medium for utilizing agent availability by an outdial application are provided. A routine may be periodically run by an outdial server that evaluates agent availability in a call center backend. If any agents are available, the routine may schedule a pre-defined number of calls per available agent. A number of phone numbers corresponding to the number of scheduled calls may then be fetched by the routine from a phone number database. Once calls are initiated by the outdial server, the routine again checks if any agents are available. In the event that an agent is available, a scheduled phone number is retrieved, and a call is placed thereto and connected with an available agent. After a successful call connection is made, the outdial application may again check the agent availability. If no agent is available, the outdial application may reschedule itself.

Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Abstract: A system and a method are disclosed for providing telephone number sharing services to subscribers over public switched telephone network or data network. The disclosed system maintains a bank of reusable caller identifiers (IDs). The system receives call details of a call from a subscriber of the system. The call details include a caller identifier (ID) preference of the subscriber and a called number corresponding to the called party. The system stores the call details in a database. The system determines whether the call from the subscriber is a first call to the called number. In response to the call being the first call to the called number, the system assigns a call ID from the bank of reusable caller IDs that satisfies the reusable caller ID preference of the subscriber, and connects the call to the called number along with the caller ID.

Abstract: A reserve agent management system (“RAMS”) allows a user, such as a contact center agent or administrator, to access and edit a reserve schedule. In one embodiment, the reserve schedule indicates times, called reserve times, during the agent's off-hours when the agent would be willing to receive a recall invitation and potentially return to work. When, during operation of the contact center, a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents responding and agreeing to be recalled are then recalled by being scheduled to work at certain recall times. In another embodiment, agent's break times can be shifted to potentially accommodate unexpected changes in the required agent resources. The RAMS allows administrators and agents a limited amount of flexibility in adapting agent work schedules to accommodate unplanned needs for agent resources.