Abstract: A system and method are disclosed for a user to monitor and/or override a forwarded call. Typically, the forwarded call was initially an incoming call from a caller to the user and thereafter forwarded to a remote service system, such as a remote messaging system. The system and method determine a redirecting number from which the incoming call was forwarded. The system and method then initiates a second call to the user and a voice path is established connecting the forwarded call to the second call. Thereafter, the user is notified, for example, with a distinct ring at the user's telephone, of the option that the user may monitor and override the forwarded call. The system and method can also execute procedures to actuate the options elected by the user.

Abstract: A profile-based system is employed to manage user identities and preferences, devices, content and/or other aspects of service delivery. The user profiles may be maintained in one or more servers or other elements located in an external network access via a customer premises equipment (CPE) gateway of a local network. The profiles can be used to map users to identities, devices, services, and other features that affect the manner in which a particular user communicates with (or through) the external network.

Abstract: Included are embodiments for detecting presence in a communications system environment. At least one embodiment of a method includes subscribing to events associated with a communication system and receiving a notification for an event, the event being associated with a communication between a first communications device and a second communications device.

Abstract: Systems and methods to collect information over a connection with a caller just in time for further connecting the caller to a callee. In one embodiment, a connection server is configured to provide to a caller a reference associated with the first criterion, to identify the first criterion based on the reference used to establish a connection with the caller for real time communications, to obtain a second criterion from the caller over the connection established for real time communications, to identifying a callee based at least in part on the first criterion and the second criterion, and to connect the caller from the established connection to the callee for real time communications.

Abstract: An architecture is provided for coupling wireless local area network (WLAN) signals between an internetworking device and a remotely located access point using a transport network. The access point is coupled to the transport network for communicating with the internetworking device. The access point includes a wireless local area network (WLAN) access point and an access point remote converter. The WLAN access point receives wireless local area network signals from wireless computing equipment and converts such signals to local area network compatible signals. The access point remote converter receives the local area network compatible signals from the WLAN access point and converts the signals to transport modulated format signals suitable for transmission over the transport network. The transport network also provides a power signal to power at least some components of the access point.

Abstract: A system for providing user support includes a setter configured to set up at least one communication service for a user including providing a unique communication identifier of character strings to access the communication services, and an accessor configured to access customer support including providing a unique customer support identifier character string to the user, the customer support identifier character string comprising at least a portion of the unique communication identifier character string.

Abstract: Selectively filtering incoming communications events in a communications device, including: receiving, by a communications event filtering module, an incoming communications event; determining, by the communications event filtering module, whether the communications device is currently servicing a call; responsive to determining that the communications device is currently servicing a call, determining, by the communications event filtering module, whether the call is interruptible; and responsive to determining that the call is not interruptible, blocking, by the communications event filtering module, the incoming communications event from presentation by the communications device until the call has ended.

Abstract: Mobile telephone manages stored telephone data and includes a memory that stores telephone data related to at least one of incoming telephone calls to and outgoing telephone calls from mobile telephone, a personal access code entry device that enables a user of mobile telephone to enter a personal access code, a first list containing public telephone data stored in memory before personal access code is entered. Public telephone data in first list is accessible by all users during operation of mobile telephone, a second list containing private telephone data stored in memory after personal access code is entered. Private telephone data in second list is accessible by user only after entry of personal access code. A device provided for at least one of blocking and rejecting an incoming telephone call when telephone number for incoming call is stored in second list and personal access code has not been entered.

Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.

Abstract: An ambient telecommunication system includes at least one transmitter and a corresponding receiver for transmitting and receiving an electronically or digitally encoded information signal between two or more conversing parties. The system further includes a movement member configured to perform a movement or assume a certain physical posture, based on the result of content analysis of the information signal.

Abstract: Systems and processes are disclosed for routing callers to agents in a contact center based on similar probabilities for an outcome variable. An exemplary probability multiplier process includes determining agent performance of a set of agents for an outcome variable (e.g., sales) and determining caller propensity of a set of callers for the outcome variable (e.g., the propensity or statistical chance of purchasing). Callers and agents are matched based on corresponding agent performance and propensity for the outcome variable of the caller, e.g., matching callers and agents having similar relative performance for the outcome variable, such as matching the highest ranked caller to the highest ranked agent, the worst ranked caller to the worst ranked agent, and so on. The performance and propensity of the callers and agents may be converted to percentile rankings, and callers and agents can be matched based on a closest match of percentile rankings.

Abstract: Methods and systems are disclosed for routing callers to agents in a contact center with an intelligent routing system. An exemplary method includes routing callers to agents based on a pattern matching algorithm utilizing caller data and agent data, where the agent data includes agent satisfaction data from past agent-caller pairings. The agent satisfaction data may be obtained via surveys of the agents regarding their satisfaction with past agent-caller contacts. The agent satisfaction data may be used by the pattern matching algorithm in an attempt to increase agent satisfaction for future calls, thereby potentially reducing attrition of agents and cost to the call center, increasing morale of the agents, and so on. The agent satisfaction data and output from past agent-caller pairings may be weighted by the contact center against other agent data and caller data for a desired mixing of output variables.

Abstract: The present invention discloses a multimedia conference system and method that enables peer-to-peer communication between private network and the Internet. The multimedia conference system and method that enables direct peer-to-peer communication between private network and the Internet includes: a plurality of user agents (to receive call requests) constituting a local network; a calling terminal positioned outside the local network and connected to the local network via Internet; a network address translation (NAT) positioned on the gate of the local network as barrier between the calling terminal and the user agent, and a SIP Proxy Server positioned between the calling terminal and private network and logically installed in parallel with said NAT to receive session initiation protocol messages transmitted from the calling terminal, connect, and transmit IP addresses, so as to send the message to specific User Agent(s).

Abstract: A method is disclosed which allows an invitee to a conference call, who is not present on at least part of the call, to have the call monitored in his or her absence. The invitee is offered the opportunity to review, ahead of the call, one or more electronic documents that are pertinent to the call. The invitee can specify one or more pointers for the purpose of identifying positions that correspond to portions of the document that are relevant to the invitee. When a relevant portion of an electronic document has been reached or is soon to be reached during the call, a message is transmitted to the absent invitee. Additionally, the invitee can annotate slides or portions of an electronic document with comments that he or she wants addressed during the conference call. A message is subsequently transmitted to the invitee, providing responses to the comments left earlier.

Abstract: Methods, systems, and products are disclosed for routing communications to contact centers. When an incoming communication is detected, calling party identification information is associated to a communications profile. When a called party has multiple communications devices, then a location is received for each of the called party's multiple communications devices. The incoming communication is then routed based on the location of the called party's multiple communications devices.

Abstract: A conference control server accesses a calendar server in order to identify calls scheduled by an organizer and to facilitate initiation of the calls at the scheduled time. A method for integrating the calendar server and the conference control server includes identifying a plurality of resources, which each have a resource identifier, and registering to receive notifications of updates to those resources. If update notifications are received, the conference control server determines meeting information for a scheduled conference indicated by the update notifications. The conference control server may also provide a portion of the meeting information to a resource identified by the meeting information.

Abstract: Techniques for managing teleconferences. A plurality of people are associated with a plurality of identifiers such that each person is associated with at least one identifier. For each caller to a teleconference associated with a different identifier, authentication information is solicited from the caller. Authentication information is received from the caller in response to the solicitation and a determination, based on the received authentication information, is made whether the caller is associated with one of the identifiers.

Abstract: The invention relates to a dynamic call connection distributor (DCD) comprising —an agent pool (AP), comprising information of call agents (CA), said agent pool is at least partly configurable by a plurality of individual call agents (CA), —a recipient dialer (RD), comprising circuitry for dialing at least one number of predefined potential recipients (PR) for establishment of a recipient connection (RC), —an agent dialer (AD) comprising circuitry for establishing an agent connection (AC) from said dynamic connection distributor (DCD) to a call agent (CA), a call linker (CL), comprising circuitry for linking said agent connection (AC) with said recipient call (RC). According to a preferred embodiment of the invention, the agent pool is basically maintained dynamically by the call agents themselves, thereby allowing basically any physical distribution in contrary to prior art systems requiring the call agents to operate at fixed and centrally defined endpoints.

Abstract: Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a variable for call routing along with a performance matching and/or psychodemograhpic matching process of caller-agent pairs to maximize sales, customer satisfaction, and so on. The process may allocate the highest performing agents and/or the most “demographic matchable” agents to those callers that are predicted have the shortest duration. The process may further allocate the lowest performing agents and or the least “demographic matchable” agents to those callers that are predicted have the longest duration, or may not allocate the lowest performing agents to any callers at all.

Abstract: Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: configuring a communication component of the customer center communication system to enable recording of a media stream associated with the communication session; transmitting the media stream over a network based on the configuration of the communication component; receiving the media stream over the network; and recording the received media stream.