Abstract: When a voice call is made between two users (Caller and Callee), both of which may have access to multiple voice communication services, the connection is made automatically by the communication equipment through a selectable communication service, based upon characteristics of connection. Those characteristics may include the services available to the users, the day of the week, the time of day, the availability of the Callee on a service, the geographic locations of the Caller and Callee, and Caller pre-established service preferences. Preferably, Caller preferences and associations of callees with unique destination identifiers are stored in a database created for the Caller and available to his communication equipment. An ultimate callee identifier selected for a particular call includes an indication of communication service, and connection an appropriate interface for that service is then provided automatically for the Caller.

Abstract: A method(s) and system(s) through which non-voice interactions or activities can be routed through existing systems presently utilized for voice (or telephone call) routing.

Abstract: The technology described in this document can be embodied in an acoustic enclosure for a speaker system disposed in a portion of a vehicle seat. The acoustic enclosure includes a rigid plate configured to be attached to a frame, a first section, and a second section. The rigid plate configured to support a speaker disposed in part within the acoustic enclosure. The first section is constructed from expanded resin, and disposed in contact with the rigid plate. The second section is disposed in contact with the first section, between the second section and the rigid plate. The first and second section together define a housing of the acoustic enclosure that includes at least one cavity configured to accommodate a portion of the speaker.

Abstract: Methods, systems, and products enable a healthcare facility or server to process incoming communications. When a communication is received, the time and a recipient's address may be compared to a schedule of procedures. The recipient's address may be associated with a patient or with medical personnel, such as a physician or nurse. If the time and/or the recipient's address correspond to an entry in the schedule of procedures, then an alternate destination may be chosen for the communication.

Abstract: Methods, systems, and products route communications according to schedules. When an incoming communication is detected, a schedule is retrieved that is associated with a recipient's address. A time associated with the communication is compared to entries in the schedule. If a match is determined, then an alternate destination may be chosen.

Abstract: This invention shows a method for operating a voice communications network that comprises dynamically associating a private number with at least one public number of a circuit-switched voice communication network, authenticating a user of a private number without reliance on a static reproducible data code, receiving an incoming call to the public number and routing the incoming call from a caller to the private number. The method also shows the generation of an outgoing call from the private number and passing the outgoing call through the public number while generating calling party information to a target which preserves the privacy of the caller, and altering an associating of the private number and at least one public number. The system therefore acts as a proxy with authentication by means of dynamic code security. The caller and the user of the private number share seamless round-trip telephone communications while preserving the anonymity of the user of the private number.

Abstract: Embodiments of the present invention provide a method, system and computer program product for threshold activation of an audio teleconference. In an embodiment of the invention, a method for threshold activation of an audio teleconference is provided. The method includes receiving calls into a conference bridge for an audio conference and determining whether or not a threshold number of calls from corresponding callers have been received for the audio conference. The method also includes initiating the audio conference responsive to a threshold number of callers having called into the audio conference, but prohibiting initiation of the audio conference until the threshold number of callers have called into the audio conference.

Abstract: Calls placed to a call recipient bypass the terminating messaging system, creating an enhanced message in the call originator's messaging system and delivering the enhanced message using alternate routing information. A caller creates enhanced messages for a call recipient even when the call recipient's messaging system does not support such functionality. The caller also embeds stored content and/or use links in the enhanced messages to allow the message to be modified and/or deleted before it is accessed by the call recipient.

Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

Abstract: Integrating digital telephony information with a social platform includes receiving, by a processor, information for multiple parties connected to a conference telephone call. Virtual groups for the multiple parties are created. Permissions are assigned to each of the virtual groups. Muting of portions of the conference telephone call related to a discussion of a particular topic is controlled based on permissions. Clips from the conference telephone call and actions are captured. A social enterprise platform is connected to and a recording is automatically uploaded after the conference telephone call has ended. Permissions are synchronized across the social enterprise platform. Media sources are linked together. Context across the linked media sources is provided. The captured clips and the actions are integrated.

Abstract: A system and method for automated call analysis using context specific lexicons. A system includes memory and a processor configured to executed instructions. The system includes a recording component, a lexicon component, an analysis component, and a display component. The lexicon component defines a plurality of context specific lexicons, with each context specific lexicon having elements associated with one of a plurality of unique conversation segments. The analysis component configured to identify elements of the context specific lexicons, and associate each identified element with a time location in a telephonic conversation. The display component configured to graphically present a multi-line graph such that the intersections of the lines indicate transitions between the unique conversation segments.

Abstract: A method for determining evaluation information using audio data includes receiving a specification of an evaluation form, the evaluation form including a number of questions, each question having a number of possible answers. A user is received indicating that a first answer of the number of possible answers for a first question of the number of questions should be determined automatically from the audio data, the audio data including speech of a subject. A user input is received associating a first constraint of a plurality of constraints with the first answer. The audio data is processed to determine whether the audio data putatively satisfies the first constraint. The first answer is assigned as an answer to the first question if the audio data putatively satisfies the first constraint. The first answer is stored as the answer to the first question in the evaluation form.

Abstract: Systems and methods for managing multi-tenant callback services may be provided via a multi-tenant services integration platform. Several multi-tenant software as a service applications may be offered as a hosted software solution via the multi-tenant services integration platform. Various applications may deploy and support a shared tenant and shared services environment where there can be many different customers (companies and users) running in their own virtual partition from a single application instance. The applications may be multi-tenant aware and integrated into an administration portal which integrates several shared tenant services. The tenant model may allow for customized application configurations to be run from a single application instance. Further, improved methods for providing callback management, calculating estimated wait times, and providing for callback initiation may be integrated in such multi-tenant services.

Abstract: A method and system for improved audio quality in teleconferencing are provided. The method includes analyzing the audio signal of multiple input lines in a teleconferencing system to detect if any two input lines contain substantially the same audio signal with a delay shorter than that of a conventional echo caused by an input line's own audio feedback via a teleconferencing server. The method further includes selecting the input line with the higher amplitude audio signal or the earlier received audio signal when two input lines with substantially the same audio signal are detected.

Abstract: A local network call handling device is configured to establish multiple concurrent call sessions between local network end devices and an external network. When a prioritized end device attempts to establish a call session, the call handling device may initially determine if a first call session identifier is available. If so, the call session can be established using that first identifier. If the first identifier is in use for a call session of another end device, the call handling device may either use a different call session identifier for the prioritized end device session or may drop a pre-existing call session to free an identifier for use in connection with the prioritized end device.

Abstract: A computer-implemented system and method for processing caller responses is provided. Scripts each including at least one block of dialog are stored. Information is received from a caller during a call with an agent. A selection of a least one of the scripts is received from the agent based on the received information from the caller. The selected script is presented to the caller. A response is received from the caller. A direction of the call is changed. A further selection of one of the scripts is received from the agent based on the response from the caller. The further selected script is presented to the caller.

Abstract: Methods, apparatuses, and computer program products are provided to indicate or automatically configure headphone channel orientation based on a physical orientation determination. An apparatus is provided that is configured to at least determine an orientation of the headphone device; analyze the determined orientation; and provide an indication of the determined orientation or adjust the output channel configuration of the apparatus for the headphone device. The apparatus may be further configured to determine the orientation of the headphone device based on at least one of: a head turn position; a direction of one or more audio signals; a direction of movement, wherein the movement is determined based on a determination of acceleration or trajectory of the headphone device; two or more compass data, wherein at least one compass is located in each of the apparatus and the headphone device; and a difference in characteristics of one or more audio signals.

Abstract: Methods and systems for customer administered calling controls in an institutional setting comprising receiving customer control information from a customer outside of an institution where the customer control information comprising one or more control mechanisms and providing a resident of the institution, through a telephone network, phone services subject to the one or more control mechanisms.

Abstract: A telephone call processing apparatus for a telephone system includes an exchange for receiving incoming telephone calls and switching said calls to selected respective agent workstations. The apparatus includes a routing function for connecting an incoming call from a caller to an agent workstation, and initiating a call from said apparatus to an external application platform, said call including data to enable a transaction call to be set up between said caller and said external application platform. A holding function maintains a call leg connection with said agent workstation whilst said call from said apparatus to said external application platform is initiated. A connection function connects a call from said external application platform to said agent workstation and establishing or maintaining a connection between said caller and said agent workstation for use whilst said transaction call is connected.

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.