Abstract: The present invention allows feedback from operator workstations to be used to update databases used for providing automated information services. When an automated process fails, recorded speech of the caller is passed on to the operator for decision making. Based on the selections made by the operator in light of the speech or other interactions with the caller, a comparison is made between the speech and the selections made by the operator to arrive at information to update the databases in the information services automation system. Thus, when the operator inputs the words corresponding to the speech provided at the information services automation system, the speech may be associated with those words. The association between the speech and the words may be used to update different databases in the information services automation system.

Abstract: The present invention allows feedback from operator workstations to be used to update databases used for providing automated information services. When an automated process fails, recorded speech of the caller is passed on to the operator for decision making. Based on the selections made by the operator in light of the speech or other interactions with the caller, a comparison is made between the speech and the selections made by the operator to arrive at information to update the databases in the information services automation system. Thus, when the operator inputs the words corresponding to the speech provided at the information services automation system, the speech may be associated with those words. The association between the speech and the words may be used to update different databases in the information services automation system.

Abstract: The present invention allows communicating devices to control the amount of compression used in packet sessions for transmitting streaming media to and from each other. When a communicating device detects a decrease in performance or quality of service indicative of a limited bandwidth condition, the amount of compression for the current or subsequent sessions is temporarily increased to allow the currently available bandwidth to support the session or subsequent sessions. After a set period of time, or when the limited bandwidth condition is removed, communications associated with the sessions can revert back to transporting uncompressed data or reducing the amount of compression for the sessions, thus using more of the available bandwidth.

Abstract: The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the packet gateway. The packet gateway provides an interface between the switching fabric and a packet network, which supports operator terminals as well as monitor terminals from which interactions between operators and callers may be monitored. Upon setting up the circuit-switched connection for the operator services call, the gateway will establish voice sessions with both the operator terminal and the monitor terminal. The voice sessions with the operator terminal facilitate bi-directional communications with the caller via the circuit-switched connection over the packet fabric. The voice interaction between the caller and operator is provided to the monitor terminal over another voice session for monitoring by the monitor.