Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry from a user device at a customer call center server and identifying and authorizing the user from the received inquiry. The method may also provide retrieving a user profile from memory that includes history information based on previous interactions between the user device and the customer call center server and calculating a prediction as to a purpose for the inquiry. The prediction may be based on user profile history, social networking profile information, recent transactions, etc. The method may also provide transmitting a response to the inquiry based on the calculated prediction.

Abstract: Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from a mobile device and identifying the call as a customer service support inquiry. The method may further provide intercepting the call and redirecting the call to an interactive voice response proxy device responsive to identifying the call as a customer service support inquiry, accessing a database responsive to receiving the call and retrieving a data record that was created when the call was initiated.

Abstract: Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from the mobile device at a call processing server configured to route the call to an appropriate destination. The call processing server may perform identifying a purpose associated with the call and transmitting the call to the message redirect call processing module responsive to identifying the purpose of the call as a request for customer service support. Also, the server may also perform creating a redirect message instructing the mobile device to initiate a customer service support application that operates via a data network, and transmitting the redirect message to the mobile device.

Abstract: The present invention is generally related to conference calls and more specifically, to methods and apparatus for conducting conference calls using a conference system adapted to operated between a circuit-switched network and a packet-switched network. In one embodiment, a method for conducting conference calls using a conferencing system is disclosed. In another embodiment, a conferencing system is disclosed.

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry from a user device at a customer call center server and identifying and authorizing the user from the received inquiry. The method may also provide retrieving a user profile from memory that includes history information based on previous interactions between the user device and the customer call center server and calculating a prediction as to a purpose for the inquiry. The prediction may be based on user profile history, social networking profile information, recent transactions, etc. The method may also provide transmitting a response to the inquiry based on the calculated prediction.

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

Abstract: Methods, systems, and computer-readable media for admitting conferees into a conference call. Methods to achieve the foregoing can comprise: transmitting an admission request from a user of a communications device to a server for admission to a conference call, the admission request including a unique identifier; storing data unique to the communications device in a data store; relaying the unique identifier from the server to the data store; comparing the unique identifier with the data unique to the communications device; and, when the unique identifier and the previously stored data match, connecting the user directly to the conference call which includes bypassing entry of at least one conference pass code by the user.

Abstract: A method, a computer readable medium and a system for international conferencing via globally distributed cascading media servers that comprises, receiving a local participant audio packet at a local conferencing media server in a conference call, summing the local participant audio packet by the local conferencing media server, receiving a distal participant audio packet at a distal conferencing media server, summing the distal participant audio packet by the distal conferencing media server, and interfacing the local conferencing media server with the distal conferencing media server.

Abstract: The present invention is generally related to conference calls and more specifically, to methods and apparatus for conducting conference calls using a conference system adapted to operated between a circuit-switched network and a packet-switched network. In one embodiment, a method for conducting conference calls using a conferencing system is disclosed. In another embodiment, a conferencing system is disclosed.

Abstract: Methods, systems, and computer-readable media for admitting conferees into a conference call. Methods to achieve the foregoing can comprise: transmitting an admission request from a user of a communications device to a server for admission to a conference call, the admission request including a unique identifier; storing data unique to the communications device in a data store; relaying the unique identifier from the server to the data store; comparing the unique identifier with the data unique to the communications device; and, when the unique identifier and the previously stored data match, connecting the user directly to the conference call which includes bypassing entry of at least one conference pass code by the user.

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

Abstract: Methods, systems, and computer-readable media for admitting conferees into a conference call. Methods to achieve the foregoing can comprise: transmitting an admission request from a user of a communications device to a server for admission to a conference call, the admission request including a unique identifier; storing data unique to the communications device in a data store; relaying the unique identifier from the server to the data store; comparing the unique identifier with the data unique to the communications device; and, when the unique identifier and the previously stored data match, connecting the user directly to the conference call which includes bypassing entry of at least one conference pass code by the user.

Abstract: A call center system in which agents are geographically dispersed based on agent skill-set, agent location and caller location that results in a call being delivered to the best available agent. The system chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.

Abstract: A method, a computer readable medium and a system for international conferencing via globally distributed cascading media servers that comprises, receiving a local participant audio packet at a local conferencing media server in a conference call, summing the local participant audio packet by the local conferencing media server, receiving a distal participant audio packet at a distal conferencing media server, summing the distal participant audio packet by the distal conferencing media server, and interfacing the local conferencing media server with the distal conferencing media server.

Abstract: The present invention is generally related to conference calls and more specifically, to methods and apparatus for conducting conference calls using a conference system adapted to operated between a circuit-switched network and a packet-switched network. In one embodiment, a method for conducting conference calls using a conferencing system is disclosed. In another embodiment, a conferencing system is disclosed.

Abstract: A call center system in which agents are geographically dispersed based on agent skill-set, agent location and caller location that results in a call being delivered to the best available agent. The call center system is comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers, as well as various call center agents, to the system. The database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and so forth. The system then chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.

Abstract: A method and computer readable medium for routing a call to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The computer readable medium and method are utilized with a system comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers with the best available agent. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The method chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.

Abstract: A call center system that routes calls to geographically dispersed agents based on agent skill-set, agent location and caller location that results in the call being delivered to the best available agent. The call center system is comprised of a call center application module coupled to a database module with a communications network being used to couple incoming calls from customers, as well as various call center agents, to the system. A database contains a ranking of available agents, based on a dataset including information regarding skill-set, previous interaction with the customer, proximity to the customer, language capability, current availability, and the like. The system then chooses the best available agent to service a customer call based on the agent rankings. In the case where the customer has a preference for proximity of the agent to the customer, the system adjusts the agent rankings according to the agent's distance from the customer prior to making a selection.

Abstract: The present invention is generally related to conference calls and more specifically, to methods and apparatus for conducting conference calls using a conference system adapted to operated between a circuit-switched network and a packet-switched network. In one embodiment, a method for conducting conference calls using a conferencing system is disclosed. In another embodiment, a conferencing system is disclosed.