Abstract: A user is provided with access to a systems interface to back-end legacy systems using voice inputs. The user dials-in to the voice server using an access device. A voice recognition server performs voice authentication, speech recognition, and speech synthesis. The voice server authenticates the user based on a voice exemplar provided by the user. Using speech synthesis, the voice server provides a menu of operations from which the user can select. By speaking into the access device, the user selects an operation and provides any additional data needed for the operation. Using speech recognition, the voice server prepares a user request based on the spoken user input. The user request is forwarded to the systems interface to the legacy systems. The systems interface includes a protocol server for providing a protocol interface and a transaction server for receiving user requests and generating legacy transactions.

Abstract: Methods and apparatus are disclosed for a technician to access a systems interface to back-end legacy systems by voice input commands to a speech recognition module. Generally, a user logs a computer into a systems interface which permits access to back-end legacy systems. Preferably, the systems interface includes a first server with middleware for managing the protocol interface. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. After the computer is logged-on, a request for voice input is made. A speech recognition module is launched or otherwise activated. The user inputs voice commands that are processed to convert them to commands and text that can be recognized by the client software. The client software formats the requests and forwards them to the systems interface in order to retrieve the requested information.

Abstract: Methods and apparatus are disclosed for a technician to access a systems interface to back-end legacy systems by voice input commands to a speech recognition module. Generally, a user logs a computer into a systems interface which permits access to back-end legacy systems. Preferably, the systems interface includes a first server with middleware for managing the protocol interface. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. After the computer is logged-on, a request for voice input is made. A speech recognition module is launched or otherwise activated. The user inputs voice commands that are processed to convert them to commands and text that can be recognized by the client software. The client software formats the requests and forwards them to the systems interface in order to retrieve the requested information.

Abstract: A user is provided with access to a systems interface to back-end legacy systems using voice inputs. The user dials-in to the voice server using an access device. A voice recognition server performs voice authentication, speech recognition, and speech synthesis. The voice server authenticates the user based on a voice exemplar provided by the user. Using speech synthesis, the voice server provides a menu of operations from which the user can select. By speaking into the access device, the user selects an operation and provides any additional data needed for the operation. Using speech recognition, the voice server prepares a user request based on the spoken user input. The user request is forwarded to the systems interface to the legacy systems. The systems interface includes a protocol server for providing a protocol interface and a transaction server for receiving user requests and generating legacy transactions.

Abstract: Method and apparatus for a user to access a systems interface to back-end legacy systems using voice inputs. Generally, a user such as a technician accesses a systems interface to legacy systems via a front-end voice server. The user dials-in to the voice server using a portable access device. Preferably, the portable access device is a cellular phone. Preferably, the voice recognition server performs voice authentication, speech recognition, and speech synthesis. The voice server authenticates the user based on a voice exemplar provided by the user. Using speech synthesis, the voice server provides a menu of operations from which the user can select. By speaking into the access device, the user selects an operation and provides any additional data needed for the operation. Using speech recognition, the voice server prepares a user request based on the spoken user input. The user request is forwarded to the systems interface to the legacy systems.

Abstract: A method and system for a user to access back-end legacy systems via voice input. The user dials-in to a voice server using a portable access device. Using speech synthesis, the voice server provides a menu of operations from which the user can select. By speaking into the access device, the user selects an operation and provides any additional data needed for the operation. Using speech recognition, the voice server prepares a user request based on the spoken user input, that is forwarded to the systems interface, which may include a protocol server for providing a protocol interface and a transaction server for receiving user requests and generating legacy transactions based on the user requests. The systems interface retrieves information from the legacy systems based on the user request that is forwarded to the voice server, which formats and outputs the information to the access device.

Abstract: In one embodiment of the present methods and systems, a computer-assisted method is provided for authenticating at least one service related communication with a technician in a telecommunications system. The method includes the steps of receiving at least one of a password and a user identification from an access device employed by the technician; combining a token with at least one of the password and the user identification data to form a combined authentication password; permitting access to the telecommunications system by the technician subject to an authentication of at least the combined authentication password. In another aspect, one embodiment of the present methods may include a service related communication that includes at least one wireless communication. Computer-readable media embodiments and system embodiments associated with the present methods are also provided.

Abstract: Methods and systems are provided for obtaining information related to a customer service location and directions for routing a service technician from one customer service location to another. One embodiment includes requesting at least one set of coordinates associated with the customer service location; accessing a technician server to direct a global satellite positioning system to obtain the set of coordinates for the customer service location; obtaining the coordinates and updating one or more databases with said coordinates. The coordinates may include at least one of a latitude and a longitude associated with the customer service location.

Abstract: Methods and systems are provided for obtaining information related to a customer service location and directions for routing a service technician from one customer service location to another. One embodiment includes requesting at least one set of coordinates associated with the customer service location; accessing a technician server to direct a global satellite positioning system to obtain the set of coordinates for the customer service location; obtaining the coordinates and updating one or more databases with said coordinates. The coordinates may include at least one of a latitude and a longitude associated with the customer service location.

Abstract: Methods and apparatus are disclosed for a technician to access a systems interface to back-end legacy systems by voice input commands to a speech recognition module. Generally, a user logs a computer into a systems interface which permits access to back-end legacy systems. Preferably, the systems interface includes a first server with middleware for managing the protocol interface. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. After the computer is logged-on, a request for voice input is made. A speech recognition module is launched or otherwise activated. The user inputs voice commands that are processed to convert them to commands and text that can be recognized by the client software. The client software formats the requests and forwards them to the systems interface in order to retrieve the requested information.

Abstract: Methods and systems are provided for obtaining information related to a customer service location and directions for routing a service technician from one customer service location to another. One embodiment includes requesting at least one set of coordinates associated with the customer service location; accessing a technician server to direct a global satellite positioning system to obtain the set of coordinates for the customer service location; obtaining the coordinates and updating one or more databases with said coordinates. The coordinates may include at least one of a latitude and a longitude associated with the customer service location.

Abstract: Methods and apparatus are disclosed for a technician to access a systems interface to back-end legacy systems by voice input commands to a speech recognition module. Generally, a user logs a computer into a systems interface which permits access to back-end legacy systems. Preferably, the systems interface includes a first server with middleware for managing the protocol interface. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. After the computer is logged-on, a request for voice input is made. A speech recognition module is launched or otherwise activated. The user inputs voice commands that are processed to convert them to commands and text that can be recognized by the client software. The client software formats the requests and forwards them to the systems interface in order to retrieve the requested information.

Abstract: Methods and systems are provided for obtaining information related to a customer service location and directions for routing a service technician from one customer service location to another. One embodiment includes requesting at least one set of coordinates associated with the customer service location; accessing a technician server to direct a global satellite positioning system to obtain the set of coordinates for the customer service location; obtaining the coordinates and updating one or more databases with said coordinates. The coordinates may include at least one of a latitude and a longitude associated with the customer service location.

Abstract: A method and system provide a mobile workforce with instant messaging capability while maintaining contact with remote systems. The invention employs the use of a computer such as a laptop computer equipped with a wireless digital packet-switched modem.

Abstract: Methods and apparatus are disclosed for a technician to access an intranet through a systems interface to back-end legacy systems. Generally, a technician logs a computer into a systems interface that permits access to back-end legacy systems. Preferably, the systems interface is located on at least a first network address. Preferably, the systems interface includes a first server with middleware for managing the protocol interface. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. After the computer is logged in, a request for access to an intranet is made. Preferably, the request results from the technician selecting an icon or engaging a software button. After the request is processed, a message is sent from the systems interface to the computer. The message causes the computer to launch a software application that seeks out a separate network address corresponding to the intranet.

Abstract: Methods and systems are provided for obtaining information related to a customer service location and directions for routing a service technician from one customer service location to another. One embodiment includes requesting at least one set of coordinates associated with the customer service location; accessing a technician server to direct a global satellite positioning system to obtain the set of coordinates for the customer service location; obtaining the coordinates and updating one or more databases with said coordinates. The coordinates may include at least one of a latitude and a longitude associated with the customer service location.

Abstract: Methods and systems are provided for obtaining information related to a customer service location and directions for routing a service technician from one customer service location to another. One embodiment includes requesting at least one set of coordinates associated with the customer service location; accessing a technician server to direct a global satellite positioning system to obtain the set of coordinates for the customer service location; obtaining the coordinates and updating one or more databases with said coordinates. The coordinates may include at least one of a latitude and a longitude associated with the customer service location.

Abstract: Methods and systems are disclosed for a user to access an intranet from within a systems interface to back-end legacy systems. A user logs a computer into a systems interface which permits access to back-end legacy systems. The computer accesses the systems interface over a wireline or a wireless communications network. Preferably, the systems interface is located on at least a first network address. Preferably, the systems interface includes a first server with middleware for managing the protocol interface, the first server being located at the first network address. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. When the user is logged on, a client application for the systems interface is running on the computer. Next, the user launches a shared network software application, preferably a browser. The user may or may not minimize the client application, but the user remains logged-on.

Abstract: In one aspect, a customer service information system includes a technician server configured to communicate with at least one input device used by a service technician at a customer service location and with a global satellite positioning system. The technician server is capable of directing the global satellite positioning system to obtain a set of coordinates associated with the customer service location upon receiving a data transmission from the input device.

Abstract: A mobile gateway interface that enables a supervisor to conduct typical office transactions via a remote device while the supervisor is away from the office. The remote device can be one of several items, including, for example, wireless telephones, interactive pagers, personal digital assistants, laptop computers with wireless modem, and the like. The supervisor uses the remote device to log into the mobile gateway interface. After the authentication process, the supervisor makes a transaction request through the remote device. A transaction server, which is part of the mobile gateway interface, interacts with one or more resources to process or execute the transaction request. The resources can include an intranet, the Internet, and various legacy systems. Preferably, the mobile gateway interface includes one or both voice and front-end data servers that facilitate the authentication process and execution of the transaction request.