Abstract: In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message.

Abstract: A method for automatically identifying wireless signal quality of a region includes receiving signal quality information associated with wireless signals received by each of a plurality of mobile endpoints and receiving location information identifying locations of each of the plurality of mobile endpoints. The method also includes, based on the received signal quality information and the received location information, identifying a first region of an area, the first region having a first signal quality.

Abstract: A system and method for computer originated audio file transmission includes a server having a communications module operable to communicate with a terminal unit. The server may also include a storage module operable to store at least one file. A processor may be provided to separate the file into a plurality of packets. In accordance with one embodiment of the present invention, the communications module is operable to send an initial burst of packets to the terminal unit, wherein the initial burst of packets includes at least two of the plurality of packets. In accordance with another embodiment of the present invention, the communications module is further operable to send additional packets of the plurality of packets at a predetermined rate, until each of the plurality of packets has been sent to the terminal unit.

Abstract: A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.

Abstract: A method for automatically identifying wireless signal quality of a region includes receiving signal quality information associated with wireless signals received by each of a plurality of mobile endpoints and receiving location information identifying locations of each of the plurality of mobile endpoints. The method also includes, based on the received signal quality information and the received location information, identifying a first region of an area, the first region having a first signal quality.

Abstract: A method for providing a conference service includes hosting a conference between a plurality of endpoints and communicating at least one media stream received from at least one of the plurality of endpoints to the remaining plurality of endpoints. The method also includes receiving a request to block communication of the at least one media stream to a first endpoint of the plurality of endpoints and blocking communication of the at least one media stream to the first endpoint.

Abstract: A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. 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 for intelligently managing a transportation network is provided. The method may include providing a roadside apparatus 18 to communicate with nodes 14A to 14D associated with vehicles 12A to 12D in a transportation network, the vehicle nodes being in a neighborhood range of the roadside apparatus. The roadside apparatus may dynamically detect the presence of a node 14A associated with a first vehicle 12A, and establish a mobile Internet Protocol (IP) network between the roadside apparatus and the first vehicle's node. The roadside apparatus 18 receives, in real-time, from the first vehicle's node 14A event data of events associated with the first vehicle 12A over the mobile IP network. The roadside apparatus 18 or nodes 14A to 14D may further receive or transmit real-time command data to control subsystems of a vehicle.

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 computer includes a sound card and a processor that runs one or more applications that cause the processor to generate audio signals coupled to the sound card. The processor is operable to execute code that provides a graphical user interface which allows a user to selectively mute the audio signals associated with a set of the one or more applications. 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 for using presence information in error notification includes detecting an error associated with operation of a software system and executing a workflow in response to detecting the error to determine error transmission information instructions. The method includes using presence information to identify one or more targets for receipt of error information based on the execution of the workflow and transmitting error information to the one or more identified targets.

Abstract: In one embodiment, a voicemail messaging system provides a user with the ability to record a voicemail message that includes at least one static portion and a dynamic content portion. When the voicemail message is accessed for listening by a recipient the dynamic content portion is filled with information retrieved via a URL link. 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.

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. 37 CFR 1.72(b).

Abstract: A method for providing a camp-on service includes receiving from a caller a request to communicate with a called party via a first communication method and notifying the caller that the called party is currently communicating on a first call via the first communication method. The method includes receiving from the caller a request to camp-on to the called party and an indication that the caller can be reached via a second communication method. The method also includes determining that the first call involving the called party has terminated.

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: In one embodiment, a method includes capturing a facial image of a participant to a video conference session from a video stream of the video conference session. A database containing a plurality a stored facial images is then accessed in an attempt to match the facial image with one of the stored facial images. Each stored facial image is associated with information in the database associated with a person, the information being retrieved in the event of a match. 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.

Abstract: A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.

Abstract: A method for intelligently managing a transportation network is provided. The method may include providing a roadside apparatus 18 to communicate with nodes 14A to 14D associated with vehicles 12A to 12D in a transportation network, the vehicle nodes being in a neighborhood range of the roadside apparatus. The roadside apparatus may dynamically detect the presence of a node 14A associated with a first vehicle 12A, and establish a mobile Internet Protocol (IP) network between the roadside apparatus and the first vehicle's node. The roadside apparatus 18 receives, in real-time, from the first vehicle's node 14A event data of events associated with the first vehicle 12A over the mobile IP network. The roadside apparatus 18 or nodes 14A to 14D may further receive or transmit real-time command data to control subsystems of a vehicle.

Abstract: A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the method includes receiving an incoming call from a caller for connection with one of a plurality of agents. Also, the method includes terminating playback of the recorded training call and connecting the agent to the incoming call.