Abstract: Delay is measured associated with the transfer of voice signals involving a telephone connected to a PSTN carrier (e.g., non VoIP based) where the call is terminated by an operator agent using a workstation connected to a VoIP based network. A test tone is provided to the telephone causing a tone to be generated at a headset of the workstation. An oscilloscope measures the delay using an input of a first signal associated with the generation of the test tone at the telephone, and a second signal associated with the generation of the resulting tone at the headset. The tone at the headset can be looped back into the headset microphone, causing a return signal to be generated and measured. Once the overall delay is known, and the delay of certain elements are estimated, the delay associated with other network elements, including the workstation, can be determined.

Abstract: A watermark is inserted or overwritten into a packetized voice stream in a VoIP environment to characterize the voice data stream for various functions, such as providing certain in-band audible information or markers for detection. A visual type of marker can be inserted to measure delay for various applications, such as the round trip delay associated with providing directory assistance services, including measuring the delay from providing a prompt to a caller to the their response. The visual marker facilitates use of processes to detect measuring points for measuring delays. Audible markers can be used to provide various types of audible signals, including informational tones to agents, as well as announcements to callers.

Abstract: An apparatus for detecting and adjusting volumes levels may include a processor capable of receiving data from a carrier(s). The processor is also capable of receiving trigger control signals from a trigger control and arranging the data into frames that are stored in a buffer. The processor is also capable of determining whether the trigger control signals include data indicating whether a determination regarding adjustment of a volume level of the data is required. The apparatus also includes a packet analyzer capable of calculating an average volume level associated with the frames when a determination reveals that adjustment of the volume level is required and is capable of generating categories, corresponding to intensity levels and categorizing the frames according to the intensity levels based on the average. The packet analyzer is also capable of determining whether to adjust the volume level based on a category assigned to the frames.

Abstract: An apparatus for non-intrusively monitoring and recording data (e.g., speech data) associated with a call(s) as well as addition and/or removal of a user(s) to/from a communication may include a processor capable of receiving speech data generated by a user of a device that subscribes to a network(s). The processor is further capable of receiving trigger control signals and determining whether the trigger control signals contain data indicating whether recording and monitoring of the data is required as well as addition and/or removal of a user to a communication is required. The processor is further capable of generating one or more copies of the speech data when the determination reveals that the recording and monitoring of the speech data is required and is further capable of generating sound corresponding to the speech data when the determination reveals that the recording and monitoring of the speech data is not required.

Abstract: A watermark is inserted or overwritten into a packetized voice stream in a VoIP environment to characterize the voice data stream for various functions, such as providing certain in-band audible information or markers for detection. A visual type of marker can be inserted to measure delay for various applications, such as the round trip delay associated with providing directory assistance services, including measuring the delay from providing a prompt to a caller to the their response. The visual marker facilitates use of processes to detect measuring points for measuring delays. Audible markers can be used to provide various types of audible signals, including informational tones to agents, as well as announcements to callers.

Abstract: A watermark is inserted or overwritten into a packetized voice stream in a VoIP environment to characterize the voice data stream for various functions, such as providing certain in-band audible information or markers for detection. A visual type of marker can be inserted to measure delay for various applications, such as the round trip delay associated with providing directory assistance services, including measuring the delay from providing a prompt to a caller to the their response. The visual marker facilitates use of processes to detect measuring points for measuring delays. Audible markers can be used to provide various types of audible signals, including informational tones to agents, as well as announcements to callers.

Abstract: Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions.

Abstract: A watermark is inserted or overwritten into a packetized voice stream in a VoIP environment to characterize the voice data stream for various functions, such as providing certain in-band audible information or markers for detection. A visual type of marker can be inserted to measure delay for various applications, such as the round trip delay associated with providing directory assistance services, including measuring the delay from providing a prompt to a caller to the their response. The visual marker facilitates use of processes to detect measuring points for measuring delays. Audible markers can be used to provide various types of audible signals, including informational tones to agents, as well as announcements to callers.

Abstract: Delay is measured associated with the transfer of voice signals involving a telephone connected to a PSTN carrier (e.g., non VoIP based) where the call is terminated by an operator agent using a workstation connected to a VoIP based network. A test tone is provided to the telephone causing a tone to be generated at a headset of the workstation. An oscilloscope measures the delay using an input of a first signal associated with the generation of the test tone at the telephone, and a second signal associated with the generation of the resulting tone at the headset. The tone at the headset can be looped back into the headset microphone, causing a return signal to be generated and measured. Once the overall delay is known, and the delay of certain elements are estimated, the delay associated with other network elements, including the workstation, can be determined.

Abstract: An apparatus for non-intrusively monitoring and recording data (e.g., speech data) associated with a call(s) as well as addition and/or removal of a user(s) to/from a communication may include a processor capable of receiving speech data generated by a user of a device that subscribes to a network(s). The processor is further capable of receiving trigger control signals and determining whether the trigger control signals contain data indicating whether recording and monitoring of the data is required as well as addition and/or removal of a user to a communication is required. The processor is further capable of generating one or more copies of the speech data when the determination reveals that the recording and monitoring of the speech data is required and is further capable of generating sound corresponding to the speech data when the determination reveals that the recording and monitoring of the speech data is not required.

Abstract: An apparatus for detecting and adjusting volumes levels may include a processor capable of receiving data from a carrier(s). The processor is also capable of receiving trigger control signals from a trigger control and arranging the data into frames that are stored in a buffer. The processor is also capable of determining whether the trigger control signals include data indicating whether a determination regarding adjustment of a volume level of the data is required. The apparatus also includes a packet analyzer capable of calculating an average volume level associated with the frames when a determination reveals that adjustment of the volume level is required and is capable of generating categories, corresponding to intensity levels and categorizing the frames according to the intensity levels based on the average. The packet analyzer is also capable of determining whether to adjust the volume level based on a category assigned to the frames.

Abstract: Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions.

Abstract: Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions.