Abstract: A method of providing identifying information over a voice communications link can include receiving, from a call participant, a personal identification code over the voice communications link, determining identifying information for the call participant using the personal identification code, and encoding the identifying information of the call participant within a voice stream carried by the voice communications link. The voice stream and identifying information can be sent to a subscriber.

Abstract: A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user.

Abstract: A method, system, and computer program product for autonomously transcribing and building tagging data of a conversation. A corpus processing agent monitors a conversation and utilizes a speech recognition agent to identify the spoken languages, speakers, and emotional patterns of speakers of the conversation. While monitoring the conversation, the corpus processing agent determines emotional patterns by monitoring voice modulation of the speakers and evaluating the context of the conversation. When the conversation is complete, the corpus processing agent determines synonyms and paraphrases of spoken words and phrases of the conversation taking into consideration any localized dialect of the speakers. Additionally, metadata of the conversation is created and stored in a link database, for comparison with other processed conversations. A corpus, a transcription of the conversation containing metadata links, is then created.

Abstract: A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user.

Abstract: A processor-implemented method, system, and/or computer program product retrieves a voice print of a caller to a call network. A processor generates a first voice print, a second voice print, and a third voice print of a caller who makes a call to a call network. The first voice print, the second voice print, and the third voice print are consolidated into a consolidated voice print. In response to a request for a particular voice print, the requested voice print is selectively retrieved from first voice print, the second voice print, and the third voice print in the consolidated voice print, and then sent to the requester.

Abstract: A system for modifying an existing standard-based system at runtime can include a computer having an annotation framework layer configured to execute in conjunction with the standard-based system. Responsive to a user request, the annotation framework layer can associate a constraint with a selected message type. The constraint can specify a limitation on information that is requested within a service request type of message. The annotation framework layer can intercept a message exchanged between a client and a Web-based service and apply the constraint. When the intercepted message is a service request type of message, at least one parameter of the intercepted message can be modified to conform with the limitation after the service request is sent from the client and prior to the service request being received by the Web-based service. The message can be stored.

Abstract: A system, method, and computer-usable medium for routing a call. A server receives a call from a client. A routing engine captures a voice print from the call. In response to the routing engine capturing the voice print from the call, the routing engine compares the voice print to a database that includes a collection of voice prints. In response to the routing engine matching the voice print to at least one voice print among the collection of voice prints, an interactive voice response (IVR) module routes the call to an appropriate call queue based on the matching of the voice print. The appropriate queue routes the call from the appropriate call queue to a call center corresponding to the appropriate call queue.

Abstract: A method of providing a telephony service can include creating a database of subscriber identities and subscriber voice prints and telephony services associated with the subscriber identities and receiving a spoken utterance from a subscriber. A subscriber identity can be determined according to voice print identification of the spoken utterance and a telephony service associated with the subscriber can be activated according to the determined subscriber identity.

Abstract: A call routing test and verification system for an interactive voice response (IVR) system including an automated test driver (ATD) for connecting to a IVR system over a public switched telephone network (PSTN) configured to provide signals representative of content of utterances appropriate for responding to prompt signals of an IVR menu and a test module to enable a test mode of the IVR system in response to the connection by ATD, wherein the test mode allows the IVR system to transmit a call routing string to the ATD prior to transfer of the connection to one of a plurality of agent terminals in response to reaching a call routing point of the IVR menu, where the ATD is further configured to compare at least a portion of the transmitted call routing string to an expected routing string for the call routing point.

Abstract: A validation method can include the step of identifying a host within a grid environment, wherein the host is a software object. A ghost agent can be associated with the host, where the ghost agent can move within the grid environment. The actions of the host can be replicated by the ghost agent. Data related to the replicated actions can be compared with validation data. Validation output can be generated based upon the comparison.

Abstract: A method of and system for optimizing interactive voice response (IVR) unit port utilization starts each call of a plurality of calls on a separate IVR unit port. The method launches an IVR call flow for each call. Each IVR call flow includes a section that is common to all of the call flows. The method conferences together on a single IVR unit port at least some of the plurality of calls for the common section of the call flow by transferring calls to the single IVR unit port when each transferred call reaches the common section. The method synchronizes the calls conferenced together on the single port by inserting into the call flow on the single IVR unit port an on-hold treatment. The method starts the common section of the call flow when all calls have been transferred to the single IVR unit port.

Abstract: A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one embodiment, the method comprises monitoring usage of one or more ports within an IVR system. A determination is made whether the usage of the ports exceeds a predetermined threshold for port usage. In response to determining port usage exceeds the predetermined threshold, the method adjusts one or more call flows within the IVR system to reduce call duration within the IVR system.

Abstract: A method, a system, and an apparatus for permitting a user to remain in contact with at least one other person. The present invention provides a method, a system, and an apparatus that is capable of enabling a user to remain in contact with others through a service that checks contacts set up in a predetermined contact list. The contact list is then contacted and the user is contacted with the results. As such, the present invention permits the user to remain in contact with a significant number of entities while saving time and effort by ensuring the user is only contacted with certain information. The system and method also permits the user to remain in contact even when the user is unavailable.

Abstract: A system is presented for logging and recording a call to a call network. The system comprises a voice print logic for generating a voice print of a caller who is making a call to a call network. A telecom routing switch generates a correlated telecom router switch log file by appending the voice print of the caller to a telecom router switch log file for the call. A telecom software system generates a correlated telecom software system log file by appending the voice print of the caller to a telecom software system log file for the call. A contact center agent generates a correlated contact center agent log file by appending the voice print of the caller to a contact center agent log file for the call. The voice print is utilized to retrieve and to consolidate the correlated telecom router switch log file, the correlated telecom software system log file, and the correlated contact center agent log file into a single correlated file for the call.

Abstract: In those transactions requiring the approval of two or more users, users can perform verification of identity and then completion of desired transaction using an IVR system. The combination of two or more user voice prints previously collected during an enrollment phase can be used for verification of parties to the transaction. During a subsequent verification phase of the IVR system, the users can speak their own password phase when prompted to do so during a defined period of time and the IVR system captures them in a captured mixed voice print. Verification can then be provided by comparing the captured mixed voice print with a joined voice reference model built from stored voice reference models.

Abstract: A method, system and apparatus for activating a credit card held by a telephone subscriber using identifying information provided through the PSTN to a credit card activation authority. In accordance with the present invention, a credit card activation management method can include activating a credit card through an established telephone call with a credit card customer using information derived from outside of the established telephone call without first prompting the credit card customer for identifying information. Also, the method can include the step of transferring the telephone call to a customer service representative responsive to a request for live help by the credit card customer.

Abstract: A user of a conversational biometrics based voice mail system sets a user profile of the user that defines one or more biometric parameters of received voice mail intended for the user. A conversational biometrics device analyzes the voice mail in accordance with the one or more biometric parameters of the user profile set by the user and generates a biometric analysis result of the voice mail. The conversational biometrics device assigns a priority for delivery of the voice mail compared with a plurality of voice mails received by the conversational biometrics based voice mail system in accordance with the biometric analysis result and places the voice mail in a sequence in a delivery queue determined by the assigned priority. The delivery queue of the conversational biometrics based voice mail system delivers the voice mail to the user in the sequence determined by the assigned priority.

Abstract: A method includes storing a profile associated with a user of a telephone and, based upon the profile, presenting the user with an option to search, browse, subscribe to, or bookmark content provided by a plurality of IVR content providers.

Abstract: An administration method and system. The method includes receiving by a computing system, a telephone call from an administrator. The computing system presents an audible menu associated with a plurality of computers to the administrator. The computing system receives from the administrator, an audible selection for a computer from the audible menu. The computing system receives from the administrator, an audible verbal command for performing a maintenance operation on the computer. The computing system executes the maintenance operation on the computer. The computing system receives from the computer, confirmation data indicating that the maintenance operation has been completed. The computing system converts the confirmation data into an audible verbal message. The computing system transmits the second audible verbal message to the administrator.

Abstract: A method of providing voice metrics over an established telephone call between a user and a subscriber can include receiving voice information from the user over the call and determining biometric information from the voice information for the user. The method further can include encoding the biometric metric information and sending the biometric information to the subscriber over the call.