Abstract: Aspects of the invention provide a solution for detecting man-in-the-middle attacks in electronic transactions using prompts. One embodiment includes a method for authenticating an electronic transaction. The method includes: receiving an electronic transaction request from a user, determining an IP address associated with a client system from which the electronic transaction request originates, providing the user with a password associated with the electronic transaction request, receiving a telephonic communication from a telephonic device associated with the user, prompting the user, via a voice response unit, to input the password using the telephonic device, authenticating the user by comparing the inputted password and the provided password, determining a probable location of the user based on the determined IP address of the client system, communicating to the user the probable location of the user based on the determined IP address, and prompting the user to confirm the probable location of the user.

Abstract: Embodiments are configured to provide information associated with a communication event to a communication party. In an embodiment, components of a communication system operate to provide a recorded call subject to a receiving party as part of a communication event. In one embodiment, a communication device can be used to record, package, and transmit subject matter as part of a communication event, wherein the recorded subject matter can be used to inform a receiving party of a communication subject.

Abstract: A method of monitoring activity in a contact center may include receiving a plurality of customer interactions; storing a plurality of textual records; grouping the plurality of textual records into a plurality of groups, wherein each of the plurality of groups is associated with an attribute of the associated customer interaction; and causing to be displayed a graphical representation of the plurality of customer interactions comprising a plurality of geometric shapes, where each of the geometric shapes is associated with a corresponding one of the groups; and each of the geometric shapes comprises an area on the display device that is proportional to a size of the corresponding one of the groups relative to sizes of the remaining groups.

Abstract: Systems and methods that control a voice mail experience from a client side of a voice mail server system and enhance features thereof. A dynamic voice mail user interface can change based on what predetermined activity the user engages in. Moreover, a field component further enables a caller to identify characteristics of the voice mail. An XML based protocol empowers a client application to control state of the voice mail system, wherein a session Initiation Protocol (SIP) INFO request or response can carry out voicemail control command, result and event.

Abstract: Providing alerts to a user that is participating in a telephone call includes operating a telephone call between a first user and a second user. The telephone call uses a voice path, a first signaling path, and a second signaling. An indication of an alert to be presented to the first user is received. The alert is configured for presentation to the first user on a telephone used by the first user. Control signals are sent from the telephony services provider to the first telephony proxy server over the first signaling path. The control signals are configured to cause the alert to be presented audibly to the first user on the telephone used by the first user such that (i) the first user hears the alert, (ii) the second user does not hear the alert, and (iii) the alert does not obscure other content of the telephone call.

Abstract: A headphone device includes: two output units for outputting playback audio which has been played back; a contact determination unit determining the occurrence of contact with respect to a telephone device; a first audio-collecting unit for collecting call voice generated from the telephone device; a second audio-collecting unit for collecting ambient external sound; and an output audio control unit performing control so that the call voice is outputted from one output unit of the two output units and the external sound is outputted from the other output unit when it is determined that contact has occurred by the contact determination unit.

Abstract: In one aspect, a communication system allows telephone users to roam between cellular and broadband domains and obtain equivalent level of service and features in the broadband network as in the cellular network. For example, such users can make use of Push-To Talk service, as well as continuous telephone call service, independent of which domain they are connected through. In another aspect, users can pass messages, including voice messages, or establish two-way voice communication between disparate push-to-talk (PTT) or messaging and/or voice systems. For example, a user on a cellular network using a PTT service is able to communicate with a user on a data network using an IM service. In addition, information is passed between the systems to provide coordinated presence information for users. For example, a user can have presence information in multiple networks enabling users form different networks to communication with that user.

Abstract: The present invention provides a feature for phones and other communication devices. More particularly, the feature allows a user to customize the notification for an incoming call or contact. The customization may be based on the user's recent communication history with the user currently calling. This allows the user receiving the call to determine its possible importance prior to answering the call or even identifying the caller.

Abstract: A system for and method of monitoring caller interactions during a call session is presented. The system and method for monitoring caller interaction may include receiving information from a call session between a caller and an automated voice portal system via a communication network, monitoring caller interaction points accumulated during the call session, comparing a sum of caller interaction points accumulated during the call session with the automated voice portal system with the caller interaction threshold, and taking one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

Abstract: A computer-implemented system and method for providing recommendations for hiring agents within a call center environment is provided. A list of candidates for hire as agents within a call center is maintained. A voice recording from each of the candidates is analyzed by measuring voice characteristics within the voice recording and by calculating a score for the voice recording based on the measured voice characteristics. A threshold is applied to the voice recording score. One or more of the candidates on the list of candidates for hire is retained when the voice recording score for that candidate satisfies the threshold. One or more of the candidates from the list is removed when the voice recording score for that candidate fails to satisfy the threshold.

Abstract: A computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.

Abstract: A system, method, and computer program product are provided for conveying availability information of a calling party to a called party. A PBX serving the telephones of the calling and called parties is connected to a presence server. In an embodiment of the invention, the presence server is also connected to a computer and/or other information device (such as a personal data assistant or telephone) of the calling party. After the calling party has left a voice mail message for the called party, the called party will subsequently retrieve the message. In an embodiment of the invention, the PBX then queries the presence server as to the availability of the calling party. The presence server senses whether the calling party has indicated his or her presence; if so, it is inferred that the calling party is probably present and available for a return call. If the presence server detects no such indication by the calling party, it is inferred that the calling party is likely to be absent.

Abstract: Methods and apparatuses for enabling a user to perform telecommunication operations are disclosed. A method disclosed includes receiving a device having a storage containing data corresponding to an account identifier and data associated with a voice portal and then establishing a connection with a server associated with the voice portal. Upon establishing the connection, the data corresponding to the account identifier is provided to the server associated with the voice portal. Then, upon confirmation by the server that the account identifier corresponds to an active subscriber account, the user is enabled to perform selected operations of the voice portal using voice input commands based on limitations, if any, associated with the active subscriber account.

Abstract: Methods, systems, and products provide voicemail notifications. A first notification is received that indicates a caller has recorded a voicemail. In response to the first notification, the caller's communication log is updated to indicate that the voicemail was recorded. A second notification is received that indicates the recipient retrieved the voicemail. In response to the second notification, the caller's communication log is updated to indicate that the voicemail has been played. When the recipient listens to the voicemail, the communication log thus informs the caller.

Abstract: A system, method, and computer readable medium for confirmation and verification of address data associated with a data communication. The invention provides a method of obtaining at least one of the first address information and the second address information, converting by a processor one of the first address information and the second address information to a format compatible for comparison with the other of the first address information and the second address information, and quantifying a difference between the converted one of the first address information and the second address information and the other of the first address information and the second address information.

Abstract: A method and system provides the ability to use VoIP devices to generate and/or propagate a broadcast message to other devices. A device transmits a broadcast message to a recipient device over a peer-to-peer communication channel. Such a device can be an originator or a propagator designated by a third party. Upon receipt of a request to broadcast a message, or upon detecting any triggering event to broadcast, the device processes the request or the triggering event to compose content of the message. Subsequently, a group of recipient devices are identified and located. The device may transmit the broadcast message over existing communications channels without disturbing a conversation with the recipient device. Further, a peer-to-peer communication channel may be established to transmit the broadcast message. Alternatively, the device may request the recipient device to broadcast the message to devices outside of its current peer-to-peer communication connections.

Abstract: A device, method, and system for routing communications to an output of a communications device, such as a mobile telephone, based on the format of an incoming communication and an output mode of the communications device is disclosed. An incoming speech communication can be delivered to a speaker output or forwarded to a format converter to create a text communication that can be delivered to a display output. An incoming text communication can be delivered to a display output or forwarded to a format converter to create a speech communication for delivery to a speaker output. The output mode of the communication device can be set according to device settings, application settings, or location of the device, or a combination thereof. The invention provides new delivery options for communications which can be inure appropriate for a location or current use of the communication device than those previously available.

Abstract: A customer premises equipment (CPE) device, such as a telephone, connected to a local communications line existing on the premises is capable of receiving incoming telephone or like communication calls. The device has an interface which connects the device to the local communications line on the premises and enables the device to receive an alternating voltage analog ring signal corresponding to a notification of an incoming telephone call. The device also includes a demodulator for decoding and processing the ring signal including additional media data which is of low amplitude relative to that of the alternating voltage analog ring signal and which is modulated on the alternating voltage analog ring signal. Further, the device includes an input/output (I/O) component providing a means for audible and/or visual output of media from the device. The media output from the device directly corresponds to the media data modulated on the ring signal. CPE telephone systems and methods are also provided.

Abstract: An agent of a contact center records an agent message. The recorded agent message is received at the contact center. The recorded agent message is stored. An agent actively using one of a first communication device or a second communication device is detected. In response to detecting that the agent is actively using the first or the second communication device, the recorded agent message is sent to the one of the first or the second communication devices that the agent is actively using. The system and method also has a peer-to-peer configuration for recording and sending agent messages.

Abstract: A system and method deliver audible caller identification information when standard Caller ID information is invalid or cannot be provided. In one disclosed embodiment, the Caller ID information must include a valid number of digits and a valid area code. If the Caller ID information is not valid, a calling party is prompted by an announcement to provide the audible caller identification information.