Abstract: A unified messaging system for an enterprise includes a messaging module operable to store a message sent by a first user to a second user in a first media type, and to deliver the message to the second user in either the first type or a second media type. A natural language speech parsing (NLSP) module coupled with the messaging module is operable to detect an actionable item contained within the message, the messaging module dynamically modifying a response menu to include an option corresponding to the actionable item, and then presenting the modified response menu to the second user concurrent with or following delivery of the message. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: Multiple authors' voices can be used in a text-to-speech (TTS) conversion of an email thread so that each part of the thread is read in that author's voice. A tag is used to identify which text portion corresponds to which author. Voice characteristics can be originated from an author's sending device or can be centrally stored in a voice characteristic database at a unified messaging server and provided to a recipient of the email thread. A similar approach can be used in a single document such as a change-tracked document that is being edited by multiple authors. The different voice characteristics of authors corresponding to different parts of the document can be accessed for TTS conversion so that a person listening on an audio device (e.g., phone, VoIP phone, cell phone, etc.) can identify the author of a specific part without the use of text or other displayed information.

Abstract: A method for providing an instant messaging camp-on service includes receiving, via a first instant messaging device, a request from a first user to log into an instant messaging server and to camp-on an instant messaging availability of a second user, wherein the second user is currently unavailable. The method also includes monitoring the instant messaging availability of the second user and determining that the second user is available via instant messaging and then notifying the first user via a first communication method of the instant messaging availability of the second user. The first communication method is different from instant messaging communication.

Abstract: A method for receiving feedback at a call center includes receiving a call from a caller for connection with one of a plurality of agents and distributing the call to a first agent of the plurality of agents. The method includes initiating a first communication session with the caller and the first agent to handle the call. The method also includes initiating a second communication session with the caller. The second communication session comprises a feedback session parallel to the first communication session. The method also includes receiving from the caller feedback relating to the first communication session between the caller and the first agent.

Abstract: The present invention includes methods and devices for providing. According to some implementations, radio frequency identification (“RFID”) tags are positioned at various locations throughout a building. Building locations can be determined from the RFID tags. Emergency service providers may be equipped with a portable device that includes at least one RFID reader for reading the RFID tags. Some implementations involve transmitting the RFID tag data to a control center from which the emergency services are coordinated. The emergency service workers' current and prior locations can be determined by the portable devices and/or at the control center. In preferred implementations, emergency service provider location information can be provided to control center personnel and to emergency service providers in real time.

Abstract: According to one embodiment of the invention, a method for conducting a conference call between two or more participants is provided. The method includes receiving an indication of a request for text from a participant. The method also includes converting, in response to the indication, any speech of the other participants of the conference call into text. The method also includes sending the text to a device associated with the participant who requested test. The device is operable to display the text.

Abstract: A method for reserving resources in a conferencing system includes receiving a conference reservation request for a first conference comprising at least one invitee. The method also includes reserving for the at least one invitee a conference resource to allow the at least one invitee to participate in the first conference using the conference resource. The conference resource is usable by the at least one invitee to participate in one or more additional conferences occurring simultaneously with the first conference.

Abstract: A method for providing a camp-on hold service comprises detecting a hold condition between a first user and a second user and establishing a call hold by placing the call on hold. The method also comprises receiving a request from the second user to camp-on to the call hold and monitoring the status of the first user during the call hold. The method also comprises receiving an indication that the first user is available to continue communications with the second user and notifying the second user that the first user is available to continue communications with the second user.

Abstract: A system and method for handling a call from a caller to a call center includes an automatic call distributor (ACD) to receive the call and to route the call to an agent. A module operates to compute a rate of speech of the caller, and a display graphically displays the rate of speech of the caller to the agent during the call session. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: A method and a system for automatic scheduling of a conference in a network are provided. A conference is scheduled and organized, based on agenda and conference session parameters. The conference is scheduled on the basis of the signal received by the user input device, specifying the state of the conference sessions. Sessions are modified on the basis of the alerts generated. The participants of the conference are automatically informed about the modification of the sessions.

Abstract: Methods and devices are provided for automating a login process and user/device associations. A user's preferred device settings and/or functions may be provisioned automatically. Some implementations provide an automated log out or “sleep” when a user leaves one or more of the devices. Users may be automatically identified and associated. The “presence” of members of a user group may be determined as required for one or more actions to be taken. Some user groups control devices according to which members of a group may have access to certain functions, information, etc., and which may not.

Abstract: Techniques for scheduling a task include receiving task data and quorum data. Task data describes tasks to be performed by one or more participants. Quorum data indicates a participant set of one or more participants to perform each task. Current user data may also be received. Current user data describes a current task set of one or more tasks currently being performed by a particular participant. Either or both of the task data and the current user data describe interruptibility through a particular medium of a plurality of communications media. A particular time interval to schedule a particular task is determined based at least in part on the interruptibility of the task or the particular participant. These techniques allow either or both unscheduled tasks and previously scheduled tasks to be moved to time intervals that overlap other scheduled tasks, including tasks currently being performed by a participant.

Abstract: A method and apparatus to process an incoming message is described. The method may comprise, at a recipient system, receiving an incoming message from a message communicator and automatically analyzing message content to identify a keyword included in the message content. Thereafter, a predefined action associated with the keyword may be identified and the action may be performed. In an example embodiment, the predefined action may be a priority with the message, alerting an intended recipient of the message, routing the message to the intended recipient, paging the intended recipient, emailing the message to the intended recipient, sending an SMS message to the intended recipient, or the like. In an example embodiment, a user/owner of a mailbox may search a message database to identify incoming messages which includes the search term in the message content.

Abstract: A method and voice communicator to provide a voice communication is described. The method may include identifying text to be communicated and automatically processing the text to generate an audio equivalent of the text. For example, the text may be scraped from a web page. The method may include identifying an intended recipient of the audio equivalent and thereafter communicating the audio equivalent as a telephone communication (e.g., a voice mail message in a voice mailbox). Thus, identifying the intended recipient may include requesting a telephone number of a sender (caller) of the voice communication. In an embodiment, the method comprises monitoring selection by a user of a contact list available on the voice communicator wherein the contact list includes a plurality of recipient names and their associated telephone numbers. The audio equivalent is communicated to the recipient device over, for example, PSTN or VoIP network.

Abstract: A method for transferring an automatic call distributor call includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes receiving a transfer request to transfer the call to a supervisor and selecting an available supervisor to receive the call. The available supervisor comprises a supervisor not in an uninterruptible state. The method includes transferring the call to the selected available supervisor.

Abstract: Disclosed are apparatus and techniques for escalating an instant messaging (IM) session between two or more users to an audio session so that a communication device (by one or more users) that will optimize the audio session is selectively and intelligently utilized. In one embodiment, if an IP (Internet Protocol) phone is connected to the computer on which an IM session is being escalated, the IP telephone may be used instead of the computer device's own soft telephone so as to maximize audio clarity and quality. In another embodiment, a user's cell phone may be utilized for a mobile user who is using a laptop that is not coupled to an IP telephone or who is communicating from a hotel room in which a telephone call is typically more expensive than a cell phone call. Numerous embodiments for optimizing such audio sessions are described herein.

Abstract: The present invention includes methods and devices for providing safeguards to the access of certain substances. Some implementations provide alerts and/or other appropriate actions when substances are subject to spoilage or expiration. Some implementations provide responses to potentially dangerous combinations of substances. Other aspects of the invention involve determining the allergies of a user and providing a warning when allergens are, or recently have been, present. One preferred embodiment provides a smart medicine cabinet for helping to provide medication safely to a patient and to provide other related services.

Abstract: A method for managing conference resources includes receiving from an endpoint of a user a call to join a multipoint conference between a plurality of participants. Each participant communicates on the multipoint conference through a respective endpoint. The method includes determining that an insufficient amount of resources exist to allow the user to communicate on the multipoint conference and determining participation instructions to enable the user to communicate on the multipoint conference. The method also includes communicating the participation instructions. Location information associated with the user and location information associated with at least one of the plurality of participants may be used to determine the participation instructions to enable the user to communicate on the multipoint conference.

Abstract: A method for recording automatic call distributor calls includes receiving from a caller a call for distribution to one of a plurality of agents and distributing the call to a first agent of the plurality of agents for handling. The method includes creating a call signature associated with the call for recording verification and recording communications of the call to a recording file. The method also includes embedding the call signature in the recording file.

Abstract: A system and method for an enterprise includes a telephone device operable to receive an incoming call directed from a caller to a called party, the telephone device being shared among a plurality of persons within the enterprise. A software or hardware (firmware) module with code that runs on a PBX system of the enterprise authenticates a person answering the incoming call as the called party before connecting the incoming call to the telephone device. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).