Abstract: A remote control unit includes stored user profiles to facilitate and possibly limit access to media content. In some embodiments, a biometric sensor or smart card reader provides user authentication to access stored user profiles. User profiles are associated with content sets that include content selected for potential viewing by the user. The remote control unit is enabled for bidirectional communication with a set-top box or modem that permits access to media content from a bidirectional service provider network.

Abstract: Embodiments provide an automated knowledge management service. A method includes receiving, at a computer processor that implements the knowledge management service, a request for information from a requesting entity. The method also includes generating, by the computer processor, a search query to search for the information across multiple compartmentalized data sources that are non-local to the automated knowledge management service, searching the multiple compartmentalized data sources for the information, and retrieving the information from one of the multiple compartmentalized data sources. The method further includes determining an access channel for transmitting the information, formatting the information to correspond to a format recognized by the access channel, and transmitting formatted information to the requesting entity.

Abstract: A remote control unit includes stored user profiles to facilitate and possibly limit access to media content. In some embodiments, a biometric sensor or smart card reader provides user authentication to access stored user profiles. User profiles are associated with content sets that include content selected for potential viewing by the user. The remote control unit is enabled for bidirectional communication with a set-top box or modem that permits access to media content from a bidirectional service provider network.

Abstract: Routing communications at a communications center includes servicing a first communication concurrently with receiving a second communication, at the communications center. It is determined, using a tangible first processor, whether a sender of the first communication and a sender of the second communication are associated with a common account. The second communication is routed to an agent based on the determining.

Abstract: A centralized rescue network system can receive an emergency alert message from a mobile device and use data from the message and from other sources to determine an appropriate response resource allocation. The centralized rescue network system may also request and receive additional data from the sending mobile device, other mobile devices, and/or other systems. A response message may be sent to the sending mobile device, other devices and/or systems. The centralized rescue network system can send requests to emergency services providers based on its analysis and processing of the emergency alert message and any other data so that the most efficient use is made of emergency resources.

Abstract: A method and system for interactive home monitoring includes detecting a visitor arriving at a premises of a multimedia content distribution network (MCDN) client by an intercom unit installed at the premises. The intercom unit may be coupled to the MCDN client, which may be configured to wirelessly communicate with a user of the MCDN client. A captured image of the visitor may be used to determine if an identity of the visitor is known or unknown. Based on the identity, a communication channel between the visitor and the user may be established at the intercom unit. The intercom unit may further be configured to provide further information to the visitor based on the visitor identity.

Abstract: An intelligent virtual service agent implemented on a computer platform with a processor and a memory is assigned a responsibility to automatically interact with different users via different mediums across a communication network when a predetermined characteristic of content provided by the users is identified. Content provided by a user is received over the communication network. The content provided by the user is analyzed to determine whether the content provided by the user possesses the predetermined characteristic. A determined is made, based on the analyzing, that the content possesses the predetermined characteristic. The intelligent virtual service agent is assigned to automatically interact with the user based on determining that the content possesses the predetermined characteristic.

Abstract: Resolving an issue raised by at least one user includes establishing a contact session over a communication channel for servicing the issue. The Internet is searched for content related to providing a resolution for the issue using a customized query, when a search of a database does not return results. Content obtained from at least one Internet source as a result of searching the Internet using the customized query is restructured to prepare the resolution for the issue. The at least one Internet source from which the content was obtained is updated with the resolution.

Abstract: Systems and methods are provided for contact channel redirection to improve agent routing/assignment efficiency and customer experience. For example, the system may redirect a customer, waiting in a queue for an agent for telephonic communications, to a chat agent for online chat.

Abstract: System(s), apparatus(es), and method(s) are provided to for providing femtocell service through a secondary connection to a network gateway node that is part of a service provider network. The secondary connection can be established in response to at least one telecommunication performance condition of a primary connection to the network gateway node; the at least one performance condition includes connectivity state of the primary connection or quality of traffic delivery through the primary connection. The secondary connection can be established, in part, via a home gateway node that is alternative to a home gateway node associated with a femtocell access point (AP) that enables, in part, the femtocell wireless service. The main home gateway node or the femtocell AP can initiate establishment of the secondary connection. Home gateway node(s) or femtocell AP(s) that can provide femtocell service through the secondary connection can manage connectivity with the network gateway node.

Abstract: Communications using intelligent virtual service agents are provided by assigning a first individualized responsibility to a first intelligent virtual service agent implemented on at least one computer platform with a processor and a memory, and a second individualized responsibility to a second intelligent virtual service agent implemented on the at least one computer platform. The first intelligent virtual service agent analyzes content provided by a user via a communications medium and determined to fall under the first individualized responsibility of the first intelligent virtual service agent. The first intelligent virtual service agent generates a response to the content in accordance with the analysis by the first intelligent virtual service agent and provides the response.

Abstract: Methods, systems, and computer program products for providing an integrated knowledge management system are provided. A method includes configuring access interfaces between a knowledge management system and each of respective external domains serviced by a service provider entity. The knowledge management system includes a knowledge engine and a source of information that is local to the knowledge management system. The method further includes configuring access interfaces between the knowledge management system and each of respective access channels serviced by the service provider entity. The method further includes receiving a request for information via a knowledge engine from at least one of the access interfaces, searching one or more knowledge bases for the information and providing a response to the request for information based upon the searching.

Abstract: Message forwarding by communication devices is conditionally and/or automatically controlled. A network message management component and/or handset message management component can monitor messages (e.g., short message service (SMS) messages) communicated between user equipment (UE) in a communication network, identify and/or intercept a message for which one or more forwarding conditions have been specified by the message originator, target, or forward target, and conditionally and/or automatically route the message to the target and/or forward target in accordance with predefined message routing rules based at least in part on the conditions specified by the originator, target, or forward target. The predefined message routing rules can be implemented by the network and/or the UEs, and can relate to the UE identifiers, time, priority, cost, operation state, size, desired automatic response messages, or other desired factors, associated with the message.

Abstract: System(s), apparatus(es), and method(s) are provided to for providing femtocell service through a secondary connection to a network gateway node that is part of a service provider network. The secondary connection can be established in response to at least one telecommunication performance condition of a primary connection to the network gateway node; the at least one performance condition includes connectivity state of the primary connection or quality of traffic delivery through the primary connection. The secondary connection can be established, in part, via a home gateway node that is alternative to a home gateway node associated with a femtocell access point (AP) that enables, in part, the femtocell wireless service. The main home gateway node or the femtocell AP can initiate establishment of the secondary connection. Home gateway node(s) or femtocell AP(s) that can provide femtocell service through the secondary connection can manage connectivity with the network gateway node.

Abstract: A centralized rescue network system can receive an emergency alert message from a mobile device and use data from the message and from other sources to determine an appropriate response resource allocation. The centralized rescue network system may also request and receive additional data from the sending mobile device, other mobile devices, and/or other systems. A response message may be sent to the sending mobile device, other devices and/or systems. The centralized rescue network system can send requests to emergency services providers based on its analysis and processing of the emergency alert message and any other data so that the most efficient use is made of emergency resources.

Abstract: A supplemental rescue resources system can receive an emergency alert message from a mobile device and use data from the message and other sources to determine and select appropriate supplemental rescue resources, which may include may include any person that has volunteered or is otherwise a participant in the system that is not an on-duty emergency responder. The supplemental rescue resources system may select a supplemental rescue resources based on the location of such resources relative to the location of an incident, and/or the qualifications and/or preferences of such resources. The supplemental rescue resources system may direct resources to the incident and notify emergency services providers of the supplemental resources.

Abstract: A method and system for interactive home monitoring includes detecting a visitor arriving at a premises of a multimedia content distribution network (MCDN) client by an intercom unit installed at the premises. The intercom unit may be coupled to the MCDN client, which may be configured to wirelessly communicate with a user of the MCDN client. A captured image of the visitor may be used to determine if an identity of the visitor is known or unknown. Based on the identity, a communication channel between the visitor and the user may be established at the intercom unit. The intercom unit may further be configured to provide further information to the visitor based on the visitor identity.

Abstract: A remote control unit includes stored user profiles to facilitate and possibly limit access to media content. In some embodiments, a biometric sensor or smart card reader provides user authentication to access stored user profiles. User profiles are associated with content sets that include content selected for potential viewing by the user. The remote control unit is enabled for bidirectional communication with a set-top box or modem that permits access to media content from a bidirectional service provider network.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a Unified Messaging System (UMS) having a controller to receive one or more voicemail, video, or text messages directed to a subscriber of the UMS, present the subscriber one of a first option to convert one of the one or more voicemail messages received in a first media playback format to a second media playback format, and a second option to transfer at least a portion of one or more of the received voicemail, video or text messages received by the UMS to one of a set top box or digital video recorder. The controller is adapted to detect a selection of one of said options, and execute the selected option. Other embodiments are disclosed.

Abstract: Systems, methods, and devices that can conditionally and/or automatically control message forwarding by communication devices are presented. A network message management component and/or handset message management component can monitor messages (e.g., short message service (SMS) messages) communicated between user equipment (UE) in a communication network, identify and/or intercept a message for which one or more forwarding conditions have been specified by the message originator, target, or forward target, and conditionally and/or automatically route the message to the target and/or forward target in accordance with predefined message routing rules based at least in part on the conditions specified by the originator, target, or forward target. The predefined message routing rules can be implemented by the network and/or the UEs, and can relate to the UE identifiers, time, priority, cost, operation state, size, desired automatic response messages, or other desired factors, associated with the message.