Abstract: In one embodiment, a method includes electronically detecting a gesture of a user listening to a speaker via a communication device, and generating an audible and/or visual response that corresponds to the gesture. The audible and/or visual response is then communicated to the speaker. 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 and apparatus is provided for emulating an impairment of a person. The method comprises determining a type of sensory impairment of a person communicating with an agent endpoint device and applying a configuration filter corresponding to the determined type of sensory impairment to output at the agent endpoint device to emulate the sensory impairment of the person. Determining the type of sensory impairment may comprise determining a hearing impairment of the person or a type of color-blindness of the person.

Abstract: A method and system of prioritizing calls based on audio stream analysis includes receiving a plurality of calls, wherein each call comprises an audio stream. The audio stream associated with one of the calls is analyzed for pre-determined audio characteristics. The call is processed based on the audio characteristics of the call. A system for prioritizing calls includes a multipoint control unit for receiving calls. An audio stream capture system captures an audio stream from the calls. The audio stream is analyzed by the capture system according to one or more selected criteria and an urgency priority ranking is determined for each call. The calls are ranked in a queue database according to urgency priority. A controller manages the audio stream capture system, the audio analyzer and queue database computer system.

Abstract: A system includes a computer workstation associated with an agent of a call center and a subsystem that includes automatic call distributor (ACD) functions for connecting a caller to the computer workstation of the agent, the subsystem being connected with a device of the caller via an Internet Protocol (IP) network. The agent transmits a first message over the IP network to a device of the caller during the call. The first message contains notes electronically recorded by the agent. Prior to or coincident with an end of the call, the caller sends a second message back to the system confirming the agent's notes. 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 communicating an arrival notification includes receiving a first destination and determining a location of the first destination. The method further includes calculating an estimated time of arrival for a mobile endpoint to arrive at the location of the first destination and sending a notification message indicating the estimated time of arrival to a communication device associated with the first destination.

Abstract: In a wide-area communication system, users or numbers in the system to be alerted are ranked so to improve the efficiency of the alert calls. Rankings are based on various factors, including whether two or more users are on the same active call, whether a user is on an active call, how recently a user ended a call, and whether a user recently missed a call. Within rankings, there may be multiple callers or numbers. These users may further be ranked, such as by determining which caller is expected to end a call first based on the current elapsed time of the call and the average call duration for that user or number.

Abstract: A method for grouping voice messages includes extracting a voice signature from a voice message and tagging the voice message with an identification associated with the voice signature. The method also includes grouping the voice message based on the identification.

Abstract: In one embodiment, a method includes detecting, by an automated program, an attempt by a recipient of an email addressed to a plurality of addressees that includes the recipient to send a reply-all email. The automated program rejecting the reply-all email based on a pre-set policy rule that limits a number of reply-all email in a thread. 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 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: In one embodiment, a conference bridge receives a call initiated by a first caller endpoint. The conference bridge identifies a conference to which the call requests entry and determines whether the conference bridge has available resources to process the call. The conference bridge enables the call to join the conference via a second conference bridge associated with a second caller endpoint participating in the conference according to whether the conference bridge has available resources to process the call.

Abstract: In one embodiment, a method determines an indication of a mood for a caller during a service call. The mood may be determined using a facial analysis of the caller's facial expressions. The mood may indicate an emotion of the user, such as the user is angry, happy, etc. The mood may be determined based on a facial expression analysis of the caller during a portion of the service call. The service call may be a call between the caller and a service center, which may provide customer support to a caller for a product, service, etc. One example of a service center may be video contact service center that enables video calls with a caller. An action is then determined based on analysis of the mood invoked during a portion of the call. Once the action is determined, the action may be performed.

Abstract: In one embodiment, a method includes scanning, by an automated tool, a set of application programs and/or systems associated with a user, the set including one or more action items calendared in a relevant time period that includes one or more days when the user intends to be out of the office. The one or more action items are then presented to the user via a user interface. Responsive to input received, each of one or more delegates correspondingly assigned to the one or more action items is automatically notified of the assignment. 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 includes a first interface to connect with a network, and a second interface to connect with a telephone device of an enterprise. A unit controls a connection between the first and second interfaces for an outgoing call from the telephone device to a remote telephone device connected to the network. A processor subsystem coupled with the unit operates to initiate communications with a telephone device associated with a supervisor having authority to allow or deny the call. The processor subsystem also operates too present the supervisor with information that includes a purpose or reason for the outgoing call. 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: 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: 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 system and method of responding to an incoming voice call are described. The method may comprise receiving the incoming call at a voice communication device, monitoring a user input via the voice communication device and generating a user control signal in response to the user input. The user control signal may identify that termination of ring functionality associated with the incoming call is at least to be delayed. Further, a system and method are described of processing a voice call to a voice communication device. The method may comprise communicating the voice call to a voice communication device and receiving from the voice communication device a user control signal in response to a user input. Termination of ring functionality may be at least delayed in response to the user control signal. The invention extends to a device to process a voice call to a voice communication device.

Abstract: In one embodiment, a scheduling/conferencing system provides a user with the ability to set up a camp-on request for a person invited to attend a conference session in response to one or more selections made by the user via a user interface, which may include a name of the person and a specified action to be taken when the person leaves the conference session. During the conference session, a conference port of the person is camped-on. When the person leaves the conference session and his conference port becomes free, the specified action, which includes an attempt to communicate with the person by the user, is executed. 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: In one embodiment, a telephony system includes a memory that stores one or more call preferences of a user, and a central call routing entity that enables a user to set a call forwarding rule. In accordance with the call forwarding rule and in response to an incoming call to a first telephone device of the user, the call routing entity routing the incoming call to a second telephone device along with a message indicating that the one or more call preferences of the user are stored in the memory. The one or more call preferences are then fetched and applied at the second 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.

Abstract: A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area. The communication is queued based on the assigned priority. A method is also provided to assign an agent using an automated call distributor based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents.

Abstract: Disclosed are apparatus and methods for utilizing the camera or video capability of particular communication devices, such as cell phones, to enhance handling of calls, such as emergency calls. In one implementation, when a call is made to an emergency response center (ERC) using an image/video capable communication device is queued until an agent is available for handling the call, one or more images or video may be collected from such caller by utilizing the image/video capability of the caller's communication device. The images collected from a plurality of different callers may then be sorted into different event groups. For instance, all the images/video that relate to a same emergency event, such as a traffic accident, are grouped together into a same event group. The different groups can then be prioritized for handling by an available agent. Additionally, the individual callers for each group may also be prioritized based on the collected images/video, e.g.