Abstract: A system and method for routing telephone calls is based on identifying caller goals, and maximizing the benefit of routing the call to the appropriate call center. The appropriate call center is identified as the call center best equipped to respond to the needs of the caller. The cost or benefit is based on the fastest and least expensive way to answer a query posed by a caller. A probabilistic model of the caller's goals or call topics based on a response to a top-level prompt is used, along with a set of functions associating a utility or benefit with routing those call topics to destinations within the center. Maximum benefit routing allows for the separation of the caller's goals from those of the call center, thereby optimizing use of available resources.

Abstract: A method of introducing a feature during a communication between subscribers of a telecommunications network. The first step of the method is executing, at each predefined trigger point during the communication, an operation to activate a particular requested feature. The method then requires accessing data stored in a network memory for use in the activation operation. The data is arranged in the memory in table and bit map format so as to enable the features to be customized. The method then requires executing the particular requested feature upon activation. The method may also include repeating the method steps for each feature available to be activated at a respective trigger point in an order determined by the stored data. The method is independent of the type of requested feature.

Abstract: A telephone accessory that is connected to a subscriber's telephone line as an extension, and monitors the line for the initiation of a call from any telephone set. The invention detects a call initiation by determining that a telephone set has seized the line without ring voltage being present immediately beforehand. If the first digit dialed by the subscriber is a “1”, the invention immediately dials the remainder of a long-distance access code, without the initial “1”, followed by a “1” which signifies a long distance number. This burst of dialed digits takes a short time, after which the subscriber continues to dial the area code and number as normal. The effect for the subscriber is to manually dial a normal long ditance nimber as 1+area code+number, while this invention takes advantage of the fact that long distance access codes begin with “1” and automatically inserts the desired code.

Abstract: A system and method for improving voice recognition processing at a server system that receives voice input from a remotely located user system. The user system includes a microphone, a processor that performs front-end voice recognition processing of the received user voice input, and a communication component configured to send the front-end processed user voice input to a destination wirelessly over a network. The server system includes a communication component configured to receive the sent front-end processed user voice input, and a processor configured to complete voice recognition processing of the sent front-end processed user voice input.

Abstract: A display tool and a call distribution system that provides queue and agent statistics, resulting from telecommunications events (i.e., service calls), for viewing on a monitor of a computer. A first server receives information associated with the telecommunications events, including queue and agent statistics, and places the information in a predetermined record format. The information is forwarded to a second server interconnected in a network. A module executed on a specific end node (e.g., computer) enables communications between the second server and the computer. This module is configured to control the computer to retrieve the information and create a display window to display contents of the information on the monitor in real-time.

Abstract: Methods and systems are disclosed that allow for the exchange of voice mail messages between different VMSs of different service providers and/or in different networks by the transmission of such messages through a data network using a standard protocol of the data network. Methods and systems also are disclosed that validate message transactions among subscribers receiving regional messaging services over the PSTN. The subscribers are located in different geographic areas and may be provided their voice, facsimile or data messaging services by different companies. The present invention validates passing messages (data) among customers of potentially different companies located in different areas by assessing the validity of the transaction in light of a number of conditions, including applicable regulatory or business conditions.

Abstract: In accordance with an embodiment of the present invention, a cell phone is integrated with an answering machine. Messages received by the answering machine may be locally stored in a nonvolatile memory region for later retrieval by a user. In addition, for one embodiment, a message may be remotely retrieved by the user by calling the cell phone. For one embodiment, the incoming call may be screened by the user.

Abstract: A personal Interactive Voice Response (IVR) system includes a plurality of IVR servers communicating personal IVR service node information in a network and a plurality of personal IVR service node clients coupled to the plurality of IVR servers communicating the personal IVR service node information. The plurality of personal IVR service node clients have a client-server relationship with the plurality of IVR servers. The personal IVR system further includes facilities for managing transmission of the personal IVR service node information using a Voice over Internet Protocol (VoIP) technology.

Abstract: According to the present invention, a voice storage device includes a port control unit for monitoring a service state of a port of a PBX extension circuit, and a private branch exchange is configured to transmit, upon receipt of an incoming call, an incoming signal including caller information and the number of a port receiving the incoming call to the voice storage device without bringing an outside line to an off-hook state. As the voice storage device receives the incoming signal, the port control unit detects the port, which is available. When the port is available, paging directed to an individual extension telephone is performed through the private branch exchange by use of this available port, and until the outside line goes off-hook, a caller keeps hearing a ringback tone with the ringing signal being sent from a telephone office to the caller.

Abstract: In a data distribution system for distribution of music data from an information service center to remote user terminal equipment, the music data distributed to the user's terminal is divided into an outline data part representing an outline of the music data and a supplement data part recombinable with the outline part to restore the music data. The outline and supplement parts are time-division transmitted to the terminal equipment. Even if the terminal equipment receives data at a low transfer rate it can receive the outline part first and reproduce, for continuous monitoring, the music data being downloaded.

Abstract: An improved voicemail system (101) that allows a message waiting indicator to be forwarded to a remote location is disclosed. The voicemail system (101) includes a voice mail controller (103), a home location (105), and a remote location (109). A user of the voicemail system (101) is assigned a home location (105) for the reception of calls and deposition of voice messages. The user can configure the voice mail controller (103) to forward a message waiting indicator to the remote location (107) when a message is left. The voice mail controller (103) stores a table (401) that indicates the location to which a message waiting indicator should be forwarded to for each user of the voicemail system (101).

Abstract: A method of call forwarding a call originally placed to a mobile telephone number of a mobile telephone to a landline telephone number of a landline telephone is provided, wherein the call is routed through a telephone network by a service provider. A forwarding location of the mobile telephone is determined using a mobile location technology. The landline telephone number of the landline telephone is provided to the service provider. A current mobile telephone location is determined by a mobile location technology. The mobile location technology is capable of locating the mobile telephone using service provider equipment. The service provider determines that the call is being made to the mobile telephone when the current mobile telephone location is at the forwarding location. The call to the mobile telephone number is forwarded to the landline telephone number when the current mobile telephone location is at the forwarding location.

Abstract: A system for providing a telephone number of a calling party to a called party for calls being handled at a call center. First the call center receives a first call set-up message in a switching system to set-up an incoming call to a terminal in the call center. The call center then extends the incoming call from the switching system to the terminal. The call center then receives a request in the switching system from the terminal to set-up an outgoing call to a called party. The call center then generates a second call set-up message including an identification of the calling party and the call set-up message to the called party.

Abstract: An intelligent telephone network provides personalized communication services based on a voice identification of the subscriber. Specifically, when a person requests a service, the network executes a speech processing operation, to identify the person or a party that the person is calling as a known subscriber. One or more switching offices of the network utilize profile data associated with the identified subscriber to control services. The personalized service applies both to incoming and outgoing calls. The network can provide the personalized services to several subscribers sharing a common line. For incoming calls to such a line, the network executes an interactive procedure to determine from the caller which subscriber she is calling. If the line is free, the switch applies distinctive ringing. If the line is in use, the switch uses the profile of the identified subscriber to provide a distinctive call waiting tone or a voice message over the line.

Abstract: A switching apparatus and method are disclosed. The method involves establishing, in response to a call from a caller, a communication path between the caller and a called party, selectively tracing only a CID of the caller, or the CID of the caller while wiretapping a content of the conversation, allocating a wiretap resource when a third communication path is established, and outputting the traced CID, information of the call, and wiretapped communication signals.

Abstract: A system and method for providing access to CRM data via a voice interface. In one embodiment, the system includes a voice recognition unit and a speech processing server that work together to enable users to interact with the system using voice commands guided by navigation context sensitive voice prompts, and provide user-requested data in a verbalized format back to the users. Digitized voice waveform data are processed to determine the voice commands of the user. The system also uses a “grammar” that enables users to retrieve data using intuitive natural language speech queries. In response to such a query, a corresponding data query is generated by the system to retrieve one or more data sets corresponding to the query. The user is then enabled to browse the data that are returned through voice command navigation, wherein the system “reads” the data back to the user using text-to-speech (TTS) conversion.

Abstract: A system and process for automatic storage, enforcement and override of consumer do-not-call (DNC) requests includes a control device for selectively blocking communication between a communication device and a destination over a communication medium. The control device is connected to the communication medium and to a database for storing identifiers of destinations for which communication is to be blocked. The communication device has an input mechanism responsive to a user to generate an identifier of the destination. The input mechanism is also responsive to an update signal indicating that the identifier should be added to the database or an override signal indicating that the blocked call should in fact, be permitted, thereby overriding the blocking mechanism. The communication device is automatically updated with information stored in the database which may be used by the communication device to process further communication.

Abstract: An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.

Abstract: A barge-in detector for use in connection with a speech recognition system forms a prompt replica for use in detecting the presence or absence of user input to the system. The replica is indicative of the prompt energy applied to an input of the system. The detector detects the application of user input to the system, even if concurrent with a prompt, and enables the system to quickly respond to the user input.

Abstract: A method and apparatus for providing prepaid local telephone services is provided. The method includes determining if a subscriber is making a qualified local telephone call, checking to see if a maximum number of calls have been made by the subscriber and decrementing a call counter if a telephone call in connected. The system includes a switch for receiving telephone calls and identifying subscribers and qualified telephone calls. In addition, the system includes a telephone network element in communication with the switch, the telephone network element having logic for identifying local telephone calls, a notification timer configured to remove the telephone network element from a telephone call after a predetermined period of time, and a call counter for monitoring a number of local calls permitted to a subscriber.