Abstract: Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in the monitored content of the communication session is identified. A rule based on the identified the monitored content is applied. In response to applying the rule based on the monitored content, one or more topic suggestions are identified and presented to the user. For example, the rule can detect that the agent changed the discussion from a first topic to a second topic. In response to the agent discussing the second topic, the user is presented with two topics suggestions for the two topics. The user can select one of the topic suggestions to focus the agent on a specific topic suggestion. The selected topic suggestion along with discussions options are then displayed to the agent.

Abstract: The present systems and methods relate to approaches for distributing software (such as firmware updates) in a security system that includes a control unit. The control unit may be configured to communicatively connect to a plurality of electronic devices, including sensors for the security system. The control unit may also communicatively connect to a remote server. The control unit receives firmware for target electronic devices from the remote server, determines which electronic devices are target electronic devices for which the firmware is intended, and sends the firmware to the target electronic devices.

Abstract: Interleaved conversation concept flow enhancement can include detecting a topic of an on-going conversation over an electronic communication system. In response to detecting a topic newly introduced into the on-going conversation, a topic-divergence metric (TDM) with respect to the original topic and the newly introduced topic can be determined. A topic-divergence response action can be initiated in response to the newly introduced topic diverging from the original topic by more than a predetermined threshold based on the TDM.

Abstract: In a telecommunication system comprising multiple switching nodes (10, 20, 30) having a respective local server (C1, C2, C3) and associated terminals (D1, D2, D3, D4) located within a network and a central DSS server (DSS) for controlling the telecommunication system by using a general switching protocol, the terminals (D1, D2, D3, D4) of a switching node (10, 20, 30) are controlled by the local server (C1, C2, C3) under a local protocol comprising control commands for node-internal call pickup.

Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.

Abstract: Methods, systems, and apparatus include computer programs encoded on a computer-readable storage medium for dynamic contact information assignment. A method includes: identifying a pool of telephone numbers; assigning the telephone numbers to a pool manager; allocating by the pool manager, subsets of the telephone numbers to a plurality of allocators, each allocator responsible for allocating telephone numbers to an associated group of content sponsors; determining a first allocation of a first subset, the first allocation being distributed among the content sponsors associated with a first allocator, creating first pools each associated with a respective one of the content sponsors associated with the first allocator; reclaiming one or more telephone numbers from a pool of the first pools; and assigning ones of the reclaimed telephone numbers by the first allocator into either other pools of the first pools or back to the pool manager for allocation to other allocators.

Abstract: In accordance with example embodiments, a system may include a computer having a database configured to store a list of unassigned devices and spaces, a network switch connected to the computer, and a plurality of unassigned devices connected to the network switch, wherein the computer is configured to cause one of the unassigned devices to generate a signal and then assign a space to the unassigned device based on input from a user. In accordance with example embodiments, a method may include detecting a plurality of devices in a network, storing a list of the devices in a database, causing one of the devices to generate a signal, and assigning the device that generated a signal to a space.

Abstract: Novel tools and techniques for deterring unsolicited calls are described for deterring unsolicited telephone calls that include a service provider searching and determining that the originating telephone number is in a no-call list, and based on this determination, prohibiting the call from terminating (i.e., connecting with the destination telephone number). Penalties may also be imposed against callers (e.g., solicitors) for no-call violations. Various embodiments provide methods and systems that do not depend on the CallerID (which could be spoofed or might be unavailable) in order to identify the offending party of an unsolicited call or text message (i.e., originating entity), and to block the unsolicited call or text message.

Abstract: Included are embodiments for customized ordering. At least one embodiment of a method includes receiving an indication to send a previously created customized order to a vendor and retrieving at least one component of the customized order according to the indication. Some embodiments include determining the vendor associated with the customized order and sending the at least one component of the customized order to the vendor in a first manner, the vendor being configured to receive the customized order.

Abstract: A data management system and method of managing call data for at least one radio network element within a cellular communication network. The method comprises receiving geolocation associated call data for at least one call within the at least one cellular communication network, arranging the received geolocation associated call data for the call into at least one call data record, and writing the at least one call data record to at least one data storage device, The geolocation associated call data for the at least one call comprises at least two spatial coordinate values for an at least two dimensional spatial reference, and the method comprises indexing the at least one call data record within the at least one data storage device using a single dimensional coordinate value.

Abstract: The present invention relates to the field of telecommunications. More particularly, to a method and an apparatus that would allow callers to time-share telephone, telecommunication or communication lines in order to truthfully vary the telephone line from which they are calling parties through the Public Switch Telephone Network (PSTN). The system would allow customers to manage the identity of their calls in ways that would maximize the probability that a called party would answer.

Abstract: A location-based triggering system and method allow location-based triggers to be created and associated with POI, landmark, and/or location-based information categories comprised of a plurality of POIs, landmarks, and/or location-based information, POI, landmark, and/or location-based information sub-categories, as well as POI, landmark, and location-based information searches. A trigger is created, where the trigger comprises trigger criteria. At least one POI, landmark, and/or location-based information database containing a plurality of POIs, landmarks, and/or location-based information data is monitored for a match between the trigger criteria and at least one POI, landmark, and/or location-based information category. If a match exists, the trigger is activated, thereby executing a related action or event. Furthermore, additional search criteria can be combined with the trigger criteria to enhance the LBT process.

Abstract: A system for and method of providing a gateway transfer mechanism is presented. In one exemplary embodiment, the system and method of providing a gateway transfer mechanism may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.

Abstract: A system and method for determining whether to connect an outgoing call are provided. A request is received to connect an outgoing call including a phone number of a device to receive the outgoing call. A location routing number (LRN) associated with the phone number is obtained, and an actual location is associated to the device based at least in part on the LRN. The actual location of the device is utilized in determining whether to connect the outgoing call. This can be in conjunction with evaluating one or more rules for connecting calls based on the actual location.

Abstract: The architecture facilitates the association of resources (e.g., hardware software) with a meeting location such as a conference room or conference space. Additionally, the room and resources can be associated with a realtime conference or meeting at the meeting location. Still further, the resources can be automatically joined to the meeting being held in the room, for both the organizer of the meeting and the remote participants of the meeting. The resources are network addressable and register to a communications infrastructure for online availability. The architecture automatically joins the conference room resources to any conference or call that is being held in the locale (e.g., room) of the conference, and which the user has joined using a realtime conferencing application. The resources distributed across multiple meeting locations can be utilized for a single session, as well.

Abstract: A method and an apparatus for detecting relocation of endpoint devices used for accessing services provided on packet networks, such as Voice over Internet Protocol (VoIP) networks are disclosed. For example, the method receives a report of a detected inertial movement of a customer endpoint device, and the method then uses the report of the detected inertial movement for determining whether a relocation of the customer endpoint device has occurred.

Abstract: An enhanced emergency notification system comprising a vehicle location device located in a vehicle, an emergency notification device located in the vehicle, a receiving/transmitting device, and an emergency responder receiving device. The vehicle location device is configured to provide data regarding a current location of the vehicle. The emergency notification device is configured to send a first signal upon a specified event, wherein the first signal includes information on the location of the vehicle obtained from the vehicle location device. The receiving/transmitting device is configured to directly receive the first signal from the emergency notification device and transmit a second signal within a range, wherein the second signal includes at least the same information as the first signal. The emergency responder receiving device is configured to directly receive the second signal from the receiving/transmitting device when within the range.

Abstract: In a method for placing a telephone call, a first telephone receives a request to call a second telephone. The first telephone retrieves a user preference for obtaining location information of the second telephone or of a user of the second telephone. The first telephone obtains the location information from one of a plurality of sources based at least in part on an order of priority of the sources defined by the user preference. The plurality of sources include a social network program. The first telephone determines a local time in a geographical location identified from the location information. The first telephone displays the local time. The first telephone prompts for a decision whether to place the call to the second telephone.

Abstract: An apparatus has a processor and a memory, the memory storing instructions that when executed by the processor, cause the processor to schedule a communication between a contact center and a communication device associated with a user, prompt the user to configure a geographic location for the communication device, track geographic location for the communication device, and initiate the communication in response to determining that the geographic location of the communication device appliance is the configured geographic location.

Abstract: In a particular embodiment, a method includes presenting, at a first communication device, first location information after an incoming communication is answered. The first location information corresponds to a first location of the first communication device. The method further includes presenting updated first location information, at the first communication device, prior to the incoming communication being terminated.

Abstract: A system and method of delivering targeted advertising to packet-based network telecommunications devices may include accessing a database configured to store telephone services information of telecommunications devices. The telecommunications services information may indicate whether a telecommunications device has packet-based network access. Telecommunications devices that have telephone number information including NPA-NXX of a certain NPA-NXX code and packet-based network access may be identified. Advertising content may be communicated to the identified telecommunications devices for display on the telecommunications device.

Abstract: Example systems and methods to manage location information for emergency services support of an internet protocol (“IP”) communication device are disclosed. A disclosed example method involves storing first and second geographic location information in a first list of geographic location information associated with an internet protocol device. The first list is stored at a service provider server. At least a partial copy of the first list is communicated from the service provider server to the internet protocol device for storing as a second list of geographic location information in the internet protocol device.

Abstract: A system may receive a request for a business listing, and search a database to identify a set of business listings based on the request. The system may also identify at least one previously requested business or residential listing, and select and/or present one or more of the business listings based on a geographic location associated with the at least one previously requested business or residential listing.

Abstract: A method for determining a responsible service area for a service request call, the service request call including a civic address indicating locus of origin of the service request call, includes: (a) accessing a geographic information system database relating to the locus of origin to identify a street line segment containing the civic address; (b) determining whether the street line segment is wholly contained within any polygon; (c) when the street line segment is wholly contained within a respective polygon, presenting the respective polygon as the responsible service area; and (d) when the street line segment is not wholly contained within the respective polygon, (1) recording a data deficiency identifying the non-containment as a polygon-segment error, (2) determining an estimated locus of the civic, address on the street line segment in a resulting polygon containing the estimated locus, and (3) presenting the resulting polygon as the responsible service area.

Abstract: A telephone number is automatically adjusted in the context a business card or other telephone number exchange. The country code, area code, or other prefix portion is added, removed, or modified based on a location associated with the telephone number and/or a location associated with the recipient. In one example, a sending device looks up location information by contacting the service provider, using locally-stored information, or otherwise, and, based on this information, includes au appropriate prefix. The sending device can also use a location associated with the recipient in determining an appropriate prefix or adjusting a received prefix, for example, based on the recipient's own telephone number. Adjustments to telephone numbers can also be made by recipient devices, intermediary devices, and any other devices that may be involved in the exchange of telephone numbers, business card information, or related activities, and in other contexts as well.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for inbound call identification and management. One of the systems includes one or more repositories that can include data representing call action policies and data representing attributes associated with the caller devices and the callee devices; and one or more computing devices that include a call identifier (“IDer”) configured to characterize the attributes of the caller devices to form characterized attributes, a call management system controller configured to match the characterized attributes against routing criteria specified in the data representing the call action policies, and a call management system router configured to route calls from the caller devices to the callee devices responsive to a match between the characterized attributes and the routing criteria.

Abstract: The communication device comprising a pin-point location notifying implementer, a geographic area notifying implementer, a location dependent program activating implementer, a multiple answering machine implementer, a time dependent answering machine implementer, an audiovisual storage implementer, a street address icon displaying implementer, and an audiovisual multiple recording/replaying implementer.

Abstract: Concurrent text and voice communications can be maintained with an emergency call taker. An application executing on a mobile communications device in conjunction with a network gateway provide voice communication as well as an interactive Short Messaging System (SMS) session with a public safety answering point (PSAP). The gateway correlates and manages SMS messages with the PSAP and the mobile device. As such, a virtual session is generated over a traffic channel, that provides the advantages of a voice call as well as allowing text based communications.

Abstract: A geospatial telephony system initiates conference calls between participants based on location of participants. For example, a node within the system can receive a location at which a first communication device is geospatially located and can enable a conference call to be initiated between the first communication device and at least one other communication device based on that location.

Abstract: A system and method providing real-time position information of one party to another party by utilizing a conventional telecommunication network system (e.g., the telephone network, a mobile telecommunications network, a computer network, or the Internet). The present invention allows a caller and a receiver of a telephone call to provide to and receive from each other position information related to the caller and/or receiver's location, including address information, GPA coordinates, nearby fixed locations (e.g., a parking structure), etc. The present invention allows a caller and receiver to retrieve routing instructions or maps for travelling to/from one another. A party may locate the position of another party via entry of the other party's unique identifier (e.g., a phone number of the other party's mobile phone). The position information of a party may be concurrently delivered to another party's computer terminal whereby the other party can process the information in further detail.

Abstract: A location-based triggering system and method allow location-based triggers to be created and associated with POI, landmark, and/or location-based information categories comprised of a plurality of POIs, landmarks, and/or location-based information, POI, landmark, and/or location-based information sub-categories, as well as POI, landmark, and location-based information searches. A trigger is created, where the trigger comprises trigger criteria. At least one POI, landmark, and/or location-based information database containing a plurality of POIs, landmarks, and/or location-based information data is monitored for a match between the trigger criteria and at least one POI, landmark, and/or location-based information category. If a match exists, the trigger is activated, thereby executing a related action or event. Furthermore, additional search criteria can be combined with the trigger criteria to enhance the LBT process.

Abstract: Disclosed is a method and system for determining a telecommunications address of a location. A telephone call from a caller located at the location is received. Location data associated with the received telephone call is then obtained. The telecommunications address can then be determined from the location data.

Abstract: The present invention addresses generating of feasible high precision indoor positioning measurements. A positioning server sets up an interface to which ordinary users may connect with their cellular phones. Using this interface the user can select one out of a plurality of indoor locations where the cellular operator wishes to have high precision position reference measurements performed. The user moves to said indoor location and initiates at this location, by interaction with said interface, the reference measurement. By logging an identity of the user or the time of the positioning the selected indoor location can be correlated to a determined tag in the RAN. The tag together with the indoor location that has been selected by help of the interface towards the positioning server constitutes one tagged high precision position measurement.

Abstract: A method comprising receiving, at a call-processing switch, a call from a calling entity in which the calling entity is a natural person and a telecommunications terminal, and, wherein the call received at the call-processing switch comprises (i) the identity of the caller telecommunications terminal, (ii) the identity of the caller, and (iii) the geo-location of the calling entity.

Abstract: The present invention provides flexible call processing. In one embodiment, an inbound call from a calling party is received at a call processing system. The inbound call is intended for a called party. A determination is made that a first condition has occurred and/or is occurring. The called party's location is determined via a location based service associated with the mobile device of the called party. Based at least in part on the called party's mobile device location, a phone number stored in computer readable memory is selected. The calling party is connected to a communication device associated with the selected phone number.

Abstract: A system and method for providing location information is provided. The system may include a communication device. The communication device may include a communication interface to receive a notice of an incoming communication. The communication device may also include a display to display a representation of a present location of a calling party and to display a representation of a location of the communication device.

Abstract: A method and system for updating physical location data associated with a VoIP endpoint device is implemented in a variety of embodiments. In one such embodiment, a VoIP endpoint device stores an identifier for a packet-communicating device which is subject to changing. The VoIP endpoint device has an interface for communication over the Internet via the packet-communicating device and uses a circuit-implemented method for prompting a VoIP user to update physical location data associated with the VoIP endpoint device. In response to a power state transition and a change in the stored identifier, the VoIP endpoint device facilitates an update to the physical location data associated with the VoIP service.

Abstract: The present invention relates generally to telecommunications and in particular to systems and methods for routing telephone calls. A first address, such as a first phone number, can be associated with a telephonic terminal, such as a fixed or mobile phone. Incoming calls to the first address can be routed using an Internet Protocol, such as SIP, or other protocol to the telephonic terminal or to other destinations based on telephonic terminal status and/or based on a user instruction.

Abstract: Disclosed is a method and system for determining a telecommunications address of a location. A telephone call from a caller located at the location is received. Location data associated with the received telephone call is then obtained. The telecommunications address can then be determined from the location data.

Abstract: Determining presence status associated with a user includes receiving presence statuses of endpoints associated with a first user. It is determined whether an endpoint exhibits significant activity. If an endpoint exhibits significant activity, it is determined whether any other endpoint is co-located with that endpoint. An aggregate presence status is generated from the presence status of the at least one endpoint and presence status of the other endpoint.

Abstract: A method and a corresponding apparatus for forwarding incoming calls according to the current position of the intended receiver. The position is detected by means of RFID tag and corresponding detectors. A plurality of telephone receivers are distributed within the offices of one or more sites of an entity (e.g. a private Company or Corporation or a Public Body) all connected together by means of a switchboard system. A corresponding plurality of detectors are positioned in proximity of the telephone receivers, so that the presence of an RFID tag is detected whenever it comes within a predetermined distance. Such presence of the RFID tag (and consequently the presence of the person carrying the tag to whom a telephone number is assigned) next to a target telephone receiver will then be communicated to a Central Switchboard.

Abstract: A location device for associating a physical location with a communications device. The communications device has assigned device identification and uses an assigned network address for use in routing call data over a communications network. The location device comprises a memory for storing location information related to the physical location and a device port for coupling to the communications device and a network port for coupling to the communications network. The ports are configured for communicating the call data between the ports. The device also has a monitoring module configured for monitoring operation of at least one of the ports in order to detect an initialization process of the communications device, as well as to identify the assigned device identification.

Abstract: A system and methods for telephoning individuals associated with a domain. A current location of a given individual within a domain is automatically determined and the given individual is automatically associated with a telephone extension number based on the current location of the given individual. As the given individual moves around within the domain, the associated telephone extension number associated with the given individual is updated. A receptionist or other individual within the domain may select to telephone the given individual thereby automatically accessing and dialing the telephone extension number currently associated with the given individual in response to selecting to telephone the given individual. If the given individual is not currently located within the domain, an external telephone number associated with the given individual may be automatically accessed and dialed in response to selecting to telephone the given individual.

Abstract: A Presence Server receives presence information associated with a Presentity, wherein the presence information comprises one or more presence attributes and the Presentity is associated with a Presence Source and a first Watcher. The Presence Server further receives a request from a second Watcher to view a presence attribute of the one or more presence attributes. The Presence Server may further receive a message from the first Watcher specifying a desire to be notified of who is watching the Presentity, presence attributes being filtered, and/or throttling or deferring of presence attribute updates being implemented by the Presence Server. The Presence Server conveys to the first Watcher watcher notification information that informs of Watchers watching the Presentity, what is being watched, presence attributes being filtered, and/or throttling or deferring of presence attribute updates.

Abstract: Systems and methods are disclosed to assist a caller and a callee in establishing successful telephonic communications. In embodiments of the systems and methods, a telephonic call set-up network node or a callee user device of the callee may receive a call set-up request to establish a telephonic call between the caller user device of the caller and the callee user device. If the call-set up request is determined to be unsuccessful, one or more proximate user devices nearby the callee user device may be identified. Another telephonic call may be induced, this time between the caller user device and one of the proximate user devices identified to be nearby the callee user device. In this manner, success telephonic communications may be established despite the callee not being able to answer the callee user device during the original telephonic call set-up request.

Abstract: A computing device is configured to monitor a local vicinity around a user and detect identification devices located in the vicinity. When an identification device is detected, data is read from the device and a person associated with the device is identified. One or more user applications are searched to determine if the identified person is listed in a user application. If so, a notification is provided to the user that the identified person is in the vicinity. In one implementation, a user calendar is searched to determine if the identified person is scheduled to attend an upcoming event with the user (e.g. a meeting). If so, the user is notified that the identified person is in the area and that the person is scheduled to attend an upcoming event—which is particularly identified—with the user.

Abstract: This application describes a system and associated method for routing messages, such as phone calls. The destination of incoming calls may be determined based on a variety of factors, such as the state of the callee's security system, the date and time, the identity of the caller, and the number of recent call attempts by the caller. Potential destinations include all or a subset of the phones associated with a subscriber and outside phones, such as cellular phones operated by third parties. The rules used to route calls may be defined or modified via a web interface.

Abstract: Examples of inbound call identification and management are described including a call management system that includes one or more repositories that can include data representing call action policies and data representing attributes associated with the caller devices and the callee devices. Further, the call management system can include one or more computing devices that include a call identifier (“IDer”) configured to characterize the attributes of the caller devices to form characterized attributes, a call management system controller configured to match the characterized attributes against routing criteria specified in the data representing the call action policies, and a call management system router configured to route calls from the caller devices to the callee devices responsive to a match between the characterized attributes and the routing criteria.

Abstract: An apparatus, method, system, and computer program product are provided for producing a geographical mapping of the status, activity, security, work-force, and other information of call centers. The systems and methods may receive call center data and call data, generate a geographical data, and display at least a portion of the geographical data.

Abstract: The present invention is a method and system for transferring calls among communicating devices connected through a public network. The service is offered by a public network to permit a party in a ongoing conversation to transfer a call to another communicating device that may be more convenient to use, such as from a mobile telephone experiencing static to a land-based telephone, or from a home telephone to a mobile phone as a party leaves the home. In a method according to the invention, the network first establishes a connection between two communicating parties. The network then receives from one of the parties a request to transfer the call to another communications device. The network then transfers the call. The invention may be entirely network-based, in which case there may be a database of transferee devices stored on the network.