Abstract: A contact center is provided. The contact center includes a processor; and a memory in communication with the processor. The memory includes computer code executable with the processor. The computer code is configured to place a phone call through a media gateway to a communication device, receive a tone message from the media gateway, the tone message including a call progress event that defines a type of tone that was detected in the audio stream, determine a call treatment as a function of the communication device status, and perform call treatment for the phone call.

Abstract: A method and/or apparatus of a voice-response directory assistance system having a targeted advertising engine is disclosed. In one embodiment, a method of a directory assistance system includes providing a greeting to a user of a mobile communication device, automatically determining a location based information of the user, determining a telephone number of a listing requested by the user, providing a targeted advertisement to the user based on the location information, and communicating the telephone number to the user. The method may include requesting a selection of a business listing and a residential listing through the greeting. The method may include processing a caller identification data to determine the location based information of the user, applying the caller identification data to a library of potential advertisements and selecting the potential advertisement as the targeted advertisement through applying the caller identification data to the library of potential advertisements.

Abstract: A telephone exchange system includes a connection interface connecting a communication line and a plurality of extension telephones, a database having a dial-in conversion table registering a received number in association with a number after conversion for a dial-in incoming call, and an extension number table registering an extension telephone in association with an extension number of the extension telephone, and a main controller connected to the connection interface and the database. When the dial-in incoming call comes from the communication line, the main controller retrieves an extension number which coincides with the received number from the extension number table. When there is an extension number which coincides with the received number, the main controller causes an extension telephone corresponding to the extension number to ring.

Abstract: A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.

Abstract: The present invention provides a more accurate estimate as to time for completion of a call by using estimated time durations of separate phases of the call and by determining what phase a call is currently on. An important feature of the present invention is the use of automated speech processing techniques to estimate where the customer and agent are in their conversation and to gauge the rate of progress of the call.

Abstract: A distributed call control system is provided that can allot bandwidth amongst several call controllers. The distributed call control system includes one or more access elements that interface with a cloud that execute two or more instances of call processing servers that administer call control. The cloud members negotiate and determine bandwidth allocation amongst the members and the access elements. If an access element requires more bandwidth, the access element assesses its own needs and requests more bandwidth from the cloud. The negotiation and requests for bandwidth are accomplished with a set of dynamic and static bandwidth data that regiment the control of the bandwidth.

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.

Abstract: Methods and systems are disclosed for enabling a virtual physician office (VPO) that uses a network-based physician practice application and leverages the assets of a shared, communications network of legacy systems. A data connection is established with a rule-based application dataserver of a telecommunications network facility to control access, sharing, notification, security, and/or management of electronic healthcare communications. Typically, the rule-based application dataserver is associated with a central office (“CO”), a mobile telephone switching center (“MTSO”), or a combination CO/MTSO.

Abstract: A real number and a published number are allocated to a call origination telephone terminal 100. The real number is a telephone number used in the case of directly connecting to the telephone terminal, and the published number is a number published for a third party as a telephone number of the telephone terminal. The telephone relaying apparatus 200 stores the real number and the published number in correlation with each other for each of a plurality of telephone terminals. When receiving a first call in which the real number of the call origination telephone terminal 100 is a calling number, the telephone relaying apparatus 200 reads out the published number corresponding to the real number of the call origination telephone terminal 100.

Abstract: Systems and methods for scheduling workforces are provided.

Abstract: A system may receive configuration information relating to forwarding of communications in a network from a first endpoint to other endpoints. Presence information may also be received for the endpoints. The presence information may include proximity information indicating whether pairs of the endpoints are in physical proximity to one another. The system may forward communications destined for a first of the plurality of endpoints to a second of the plurality of endpoints based on the configuration information and the presence information.

Abstract: A system and method for resolving conflicts in voice data packets received by a wireless device. Each data packet includes a source identification number, a sequence number, and an end-marker bit. The wireless device reconstructs audio streams based upon the sequence of the data packets received. If a data packet has the same source identification number as the last-received data packet and the sequence number of the data packet differs from the sequence number of the last-received data packet for more than a predefined threshold number, the wireless device ends a current audio stream and starts a new audio stream using the data from the data packet.

Abstract: Subscription profile data is managed. The subscription profile data is associated with a communications service. A user interface is sent to a hosting client for a user to obtain access to and make changes to subscription profile data. A request to retrieve the subscription profile data is received from the client. The subscription profile data is retrieved from within a communications network in response to the request to retrieve the subscription profile data. A request to update the subscription profile data is received. An update for the subscription profile data is forwarded so that the communications service is implemented in the communications network in accordance with the update.

Abstract: Methods, systems, and products are disclosed for enabling an exchange of electronic healthcare messages. An electronic message is received from a sender's address that is destined for a recipient's address. The electronic message may have an attached object associated with a sender's legacy system. The sender's address and the recipient's address are associated to a list of health care participant addresses. When both the sender's address and the recipient's address are matched to the list of health care participant addresses, then the electronic message is sent to a rule-based engine. When the sender's address and the recipient's address do not match the list of health care participant addresses, then an identifier is received that associates the electronic message with another legacy system and with a non-participant legacy system.

Abstract: An inbound traffic allocation module is configured to store, in a database, data received from a plurality of site-services, and to determine a route capacity based at least in part on the received data, data received from each of the site-services including data related to at least one of a health and a busyness of the site-service. A traffic manager module is configured to retrieve the data from the site-services and to provide the data to the inbound traffic allocation module. A service selection engine module is configured to receive a request to route a call, and to route the call to one of the site-services based at least in part on the route capacity associated with the site-service.

Abstract: A method, system, and computer program product for responding to an incoming communication attempt, sent from a sender to a recipient. The method includes receiving the incoming communication attempt and presenting options for responding to the incoming communication attempt. The options include at least one of acknowledgement message options and communication answering-related options. The method also includes receiving an option selection and responding to the incoming communication attempt according to the instructions of the selected option. The acknowledgement message options provide information to the sender without requiring that the recipient answer the incoming communication attempt.

Abstract: A method includes receiving, at a device, a request to initiate a call with respect to a contact and a communication device associated with a caller. In a particular embodiment, the method may further include initiating presentation, at a display device, of a selectable call placement indicator to initiate the request. In another particular embodiment, the method may further include sending display data to the display device, where the display data indicates that the call has been placed to the contact.

Abstract: A system and method of call prioritization and, in particular, a system and method of location sensitive caller and callee based voice call prioritization are disclosed. A method includes: determining that an incoming call is designated as priority by a caller; determining that the caller is contained in a whitelist; and handling the incoming call as a priority call at a callee telephone when the incoming call is designated as priority by the caller and the caller is contained in the whitelist.

Abstract: Methods and systems for dialing into conference calls are presented. A meeting request is received by an attendee, and the dial-in information in the meeting request is stored. A meeting reminder is displayed at the proposed date and time or a predetermined period prior to the proposed date and time, and a conference call confirmation instruction or cancellation instruction is received from the attendee. The conference call dial-in number is automatically dialed at the proposed date and time. A network connection is established and the conference call meeting identification number is transmitted.

Abstract: Various method and apparatus are provided to perform call routing, queuing and other call processing in packet telephony networks.