Abstract: Interactive dialog communication via callbacks is provided by a dialog execution environment executed in response to a selection of a first user interface element in a panel execution environment. The dialog execution environment receives a first set of information including a callback method. A dialog includes a second user interface element selectable to show a second set of information. To obtain this information, the dialog execution environment sends a request for the second set of information to the panel execution environment via the callback method. The panel execution environment sends a request for the second set of information to a server and receives a response including the second set of information. The dialog execution environment receives a response including the second set of information from the panel execution environment and provides the second set of information in a user interface of the dialog.

Abstract: This Application describes mechanisms to provide priority levels for call connection requests and/or messages from a sending device to a receiving device. The receiving device is configured to allow prioritized notification alerts for incoming call connection requests and/or for incoming messages from a sending device to override a silent or do not disturb mode for one or more contacts based on i) a priority level provided with the call connection request or message and ii) a priority setting for the sending device or a set of devices associated with a user of the sending device.

Abstract: A system for providing active callback management using callback objects and contact information integration, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

Abstract: Systems for delivering one or more studies, where each of the one or more studies has a series of digital images associated with only one person and generated by an imaging modality, is disclosed. The systems include a syncing application that is configured to execute within a local area network and that is in data communication with imaging modalities and/or computing devices configured to display images generated by each of the imaging modalities. The systems also include a server adapted to be external to the local area network and in data communication with the syncing application and a client-side viewing application installed on one or more of the computing devices. The client-side viewing application is configured to acquire the studies, including unrendered data representative of the digital images of the series, locally render the unrendered data, and enable a user to manipulate the digital images.

Abstract: Computer program products, methods, systems, apparatus, and computing entities are provided for establishing supplemental communication sessions between a caller and callee of a voice-based telephone call. The supplemental communication sessions may occur via a unique URL generated for a call and provided to a mobile device participating in the telephone call. By accessing the URL, the mobile device user has access to content tailored specifically to the telephone call, such as a dynamically updated indication of a callback time estimate if the mobile device user requested a callback when a representative of a third party is available to participate in a callback.

Abstract: A system and method for callback management, utilizing a callback cloud, a digital ledger, and smart callback contracts, brokering user to user communications and session establishment using an automated workflow built upon extensible root smart contract templates which can be configured to connect various users and brands. The system may comprise callback cloud, that may further comprise a callback manager, a brand interface server, arm interaction manager, a media server, one or more blockchain digital ledgers, and various smart contracts which are used to autonomously respond to received user requests.

Abstract: A call reminder functionality is provided by an arrangement that is operable with a network-enabled communication device in which a reminder to return a phone call can be generated in an automated manner upon the occurrence of a call event. When the call event occurs, an option is displayed on a user interface (“UI”) on the device to create a link between the call and the user's schedule application. If the user selects the option, a callback task is added to the user's task list maintained by the schedule application, and a reminder to make the callback is generated and then displayed on the UI at a future time. The reminder includes pertinent call information and also includes a button that enables the user to place the callback through the UI (i.e., a “one-click call back”).

Abstract: A return call routing system verifies that the telephone number of an outbound call being placed by an agent is the telephone number of a contact assigned to the agent. The outbound call is then assigned a tag identifying the contact's phone number as associated with the agent's station. When the routing system recognizes a contact's return call phone number as being tagged, the system bypasses the normal call flow at the call center and the return call is routed directly to the assigned agent's station. A time window for the return call may be set beyond which the return call is directed to the next available agent through a call flow manager.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, relating to synthetic call status updates. In some implementations, a method includes determining, by a task manager module, that a triggering event has occurred to provide a current status of a user call request. The method may then determine, by the task manager module, the current status of the user call request. A representation of the current status of the user call request is generated. Then, the generated representation of the current status of the user call request is provided to the user.

Abstract: A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, which may be an alias, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. If the agent is unavailable, various options for routing the call is identified. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.

Abstract: A device can receive, from a set of storage devices, first information relating to one or more pilot data plans that are associated with one or more first groups of user devices. The device can receive, from the set of storage devices, second information relating to one or more live data plans that are associated with one or more second groups of user devices. The device can analyze the first information and/or the second information to identify one or more patterns of information. The one or more patterns can include a data usage pattern, a demographic information pattern, a revenue generation pattern, and/or a user interest pattern. The device can perform one or more actions, including generating a new data plan, identifying one or more user accounts as candidates for a new data plan, and/or transmitting, via a network, information relating to the new data plan.

Abstract: An ontology stores information about a domain of an automatic speech recognition (ASR) application program. The ontology is augmented with information that enables subsequent automatic generation of a speech understanding grammar for use by the ASR application program. The information includes hints about how a human might talk about objects in the domain, such as preludes (phrases that introduce an identification of the object) and postludes (phrases that follow an identification of the object).

Abstract: A request to establish a first communication session with a contact center is received. For example, a customer may make a voice call to the contact center. A determination is made that the request to establish the communication session is from an application in a customer communication endpoint. An agent virtual assistant is instantiated. The agent virtual agent works on behalf of a contact center agent. A message is sent to the application in a customer communication endpoint to instantiate a customer virtual assistant. A second communication session is established between the agent virtual assistant and the customer virtual assistant. This allows the contact center agent and the customer to have a better interaction using a simplified graphical user interface that provides the best available information.

Abstract: The present invention relates to a mobile terminal and a method of operating the same. A mobile terminal according to an embodiment of the present invention includes a display to display screen information thereon, a user input unit to receive a capture command, and a controller to capture the screen information according to the capture command and detect an operation associated with the captured screen information. In addition, the controller detects an entry into a capture utilization mode, and displays a menu varied based on an operation detected after the capture command together with the captured screen information in the capture utilization mode.

Abstract: Techniques for simulating executable objects included in electronic messages are provided. An electronic message including a button in a captured portion of a dialog box is received. The captured portion is presented on a user interface. A query for data that is associated with the dialog box is sent to a database. Based on extracted information received in response to the query, a response that is associated with a click on the button is simulated based on an interaction with the captured portion. The electronic message is modified on the user interface based on the simulated response. The modification(s) present the captured portion on the user interface such that the captured portion includes details relating to a subject of the dialog box based on the simulated response.

Abstract: Provided is an electronic apparatus that efficiently executes a setting change after setup completion. A reservation information management unit manages reservation information including a reservation date and time of a setting change after setup completion set by a setup terminal, and an IP address and/or a default gateway. A system control unit, after receiving a notification from the reservation information management unit indicating that the reservation date and time have been reached, executes a process of a setting change according to the contents of the setting change. In addition, the system control unit, after receiving the notification from the reservation information management unit, causes a panel unit to display a reservation notification screen, and after receiving the start of the setting change via the reservation notification screen, executes the process of the setting change.

Abstract: A computer-implemented method and a system facilitate an acquiring of structured inputs from customers in turn-based online interactions. A UI displayed on a customer device and configured to facilitate a turn-based interaction between a customer and an agent facilitates receipt of a free-form textual input entered by the customer. The free-form textual input is indicative of an assistance desired by the customer from the agent. An interactive form including a plurality of questions is displayed within the UI to enable the customer to provide answers to one or more questions in a pre-defined format. At least one reply to be provided to the customer in response to the free-form textual input is determined based on the answers received from the customer for the one or more questions. The at least one reply is displayed within the UI for facilitating provisioning of the assistance desired by the customer.

Abstract: When conducting an analysis of a sample using an X-ray fluorescence spectrometer, a user allows a sample holder to hold the sample such that the sample is sandwiched between a first film and a second film, and mounts the sample holder in this state to the spectrometer. When conducting an analysis of the sample using a Fourier transform infrared spectrometer, the user allows the sample holder to hold the sample such that the sample is not sandwiched between the first film and the second film, and mounts the sample holder in this state to the spectrometer.

Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

Abstract: A system for re-authentication comprises a re-authentication server, implemented by one or more processing devices. The re-authentication server is configured to receive a re-authentication request from an organizational server, process the re-authentication request, and transmit a re-authentication prompt to a user device, wherein the re-authentication request is transmitted from the organizational server to the re-authentication server without being communicated to an application server configured to receive a request for at least one of a service and data from the user device.

Abstract: An electronic call assistant based on a callee-status and a caller-status, comprises one or more sensors, a memory, and a circuitry. The memory in the first electronic device may be configured to store a plurality of applications. The circuitry in the first electronic device is configured to determine an identity of a caller of a voice call received by the first electronic device from a second electronic device. A current callee-status of a callee associated with the first electronic device, is detected. The circuitry is configured to extract a text query from a speech signal in the received voice call. The circuitry is further configured to communicate a custom audio response to the second electronic device based on the extracted text query, the determined identity of the caller, current callee-status of the callee, and the level of access associated with the determined identity.

Abstract: Systems and methods of overriding a scheduled task in an intrusion system are provided. A method can include identifying a task scheduled to be executed at a scheduled time, identifying a recipient of an alert message for the task, identifying a transmission medium for the alert message for the task, identifying a predetermined period of time prior to the scheduled time, transmitting the alert message to the recipient via the transmission medium when the predetermined period of time prior to the scheduled time occurs, receiving a response message from the recipient, and, based on contents of the response message, executing the task at the scheduled time, canceling the task at the scheduled time, or rescheduling the task for a new scheduled time. The method can confirm receipt of a valid user password before executing, canceling, or rescheduling the task.

Abstract: The invention herein disclosed provides the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information about or provided by the company along with the IVR phone tree for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

Abstract: In order to allow for redundant call recording, a first message is received by a first media recorder indicating that a second media recorder is recording a media stream of a communication session between a plurality of communication devices. The first message includes a unique identifier for the communication session between the plurality of communication devices. A determination is made that the second media recorder is unable to continue to record the media stream. In response to determining that the second media recorder is unable to record the media stream, the first media recorder sends a second message, to a Session Border Controller (SBC), that includes the unique identifier for the communication session between the plurality of communication devices. The SBC streams the media stream to the first media recorder. The first media recorder receives the media stream and records the media stream.

Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.

Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.

Abstract: A method for matching a first entity with at least one second entity selected from a plurality of second entities, comprising defining a plurality of multivalued scalar data representing inferential targeting parameters for the first entity and a plurality of multivalued scalar data of each of the plurality of second entities, representing respective characteristic parameters for each respective second entity; and performing an automated optimization with respect to an economic surplus of a respective match of the first entity with the at least one of the plurality of second entities, and an opportunity cost of the unavailability of the at least one of the plurality of second entities for matching with an alternate first entity.

Abstract: A computer-implemented system and method to manage the communication of a user are disclosed. In one embodiment, when a person tries to electronically convey a message to the user, the status of the user, the identity of the person, and the urgency of the message can be identified. The access priority of the person can be determined based on the person's identity. Then, the message can be managed using one or more rules and in view of the status of the user, the access priority of the person and the urgency of the message.

Abstract: A method and system for providing automated call center services, operating by identifying a caller, accessing the caller's account information, determining the likely reason for the call, identifying an agent skill group based on the likely reason for the call, and providing an available agent with access to the caller's account information, together with a script based on the likely reason for the call. Data and voice access to agents is combined with specialized methods and systems for determining agent optimization capabilities, thereby allowing multiple call centers located in geographically different areas to operate as a seamless virtual call center, having the capability to dynamically reorganize the structure of available agents, regardless of where located. Real time statistics allow determination of how many agents should be available and what skill set those agents should have, thereby facilitating management decisions.

Abstract: An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to: render at least one service to a user device through a communication session; collect information of the communication session; and send the information of the communication session to a service provider when a call is setup between the user device and the service provider. The service provider renders the information of the communication session for viewing by the service provider.

Abstract: A system and method for providing call-back options is disclosed. The method comprises receiving a call in a call routing system, providing at least one call-back option for a caller to receive a call-back, re-allocating resources in the call routing system based at least in part on the at least one call-back: option, and calling the caller based on the at least one call-back option. The caller may specify a specific time, a relative time, or a time range when a call-back is preferred. The caller may also specify one or more telephone numbers in combination with the time preferences. The call-back may be initiated by a voice response unit (VRU) and additional call-back options may be presented to the customer who responds to the call-back.

Abstract: A marine wireless device includes a calling unit, a response unit, a communication establishment unit, a call processor, a condition memory unit, and a recorded data processor. The calling unit sends call information requesting the start of communication. The response unit sends response information with respect to the call information sent by a communication partner. The communication establishment unit receives the response information from the communication partner and establishes communication with the communication partner. The call processor executes a voice call with the communication partner with whom the communication establishment unit has established communication. The call memory unit stores as recorded data a voice call executed by the call processor. The condition memory unit stores specific data processing conditions related to recorded data. The recorded data processor varies the processing related to recorded data according to the data processing conditions.

Abstract: A system and method for optimizing timing of responses to customer communications comprises a contact center and an operations center. The operations center includes a decision module that receives each communication and determines whether a partial response, such as an acknowledgement that the communication was received, is required. If a partial response is required, a response module sends a partial response to the sender that indicates the communication was received and preferably includes an estimate of the time required for a full response to the communication. All received communications are forwarded to a queue to await processing by an agent. The decision module determines whether a partial response is required based on an estimate of the amount of time required for a full response. If the time estimate is less than a predetermined threshold, a partial response is not sent and the communication is forwarded to a queue for processing.

Abstract: A system for automated adaptation and improvement of speaker authentication in a voice biometric system environment, comprising a speech sample collector, a target selector, a voice analyzer, a voice data modifier, and a call flow creator. The speech sample collector retrieves speech samples from a database of enrolled participants in a speaker authentication system. The target selector selects target users that will be used to test the speaker authentication system. The voice analyzer extracts a speech component data set from each of the speech samples. The call flow creator creates a plurality of call flows for testing the speaker authentication system, each call flow being either an impostor call flow or a legitimate call flow. The call flows created by the call flow creator are used to test the speaker authentication system.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.

Abstract: An approach is disclosed that facilitates context delivery during communication sessions. The approach may be implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions operable to: render at least one service to a user device through a communication session; collect information of the communication session; and send the information of the communication session to a service provider when a call is setup between the user device and the service provider. The service provider renders the information of the communication session for viewing by the service provider.

Abstract: A system related to connecting customers to agents of a business includes an inbound (INB) interactive voice response (IVR) computer, an outbound (OUTB) IVR, and a computer telephony interface (CTI) computer. The INB IVR computer receives an inbound call from a customer and determines that there is a delay in a call queue of a call center. The OUTB IVR places an agent outbound call (on behalf of the customer) to the INB IVR which is then placed into the queue of the call center in response to the customer selecting a call-back option. The CTI computer then monitors the call center, and sends a notification to the OUTB IVR processor in response to the agent outbound call connecting to the available agent. Responsive to the notification, the OUTB IVR computer places a customer outbound call to the customer to connect the customer to the available agent.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.

Abstract: The present invention discloses a method, an apparatus, and a terminal for answering a call and relates to the field of terminal technologies. The method includes, after a call is received from a calling party, answering the call by using an automatic call answering function of a terminal, and talking with the calling party. If an instruction is received from an owner in the process of talking with the calling party, an operation is performed according to the instruction of the owner. If no instruction is received from an owner in the process of talking with the calling party, an emergency level of the call according to call content is determined, and an operation is performed according to the determined emergency level.

Abstract: The invention relates to an electronic short messaging and advertising method where minimal initiative is required from the consumer. Some embodiments of the invention may also be applied to an electronic sales method. The invention may also be applied for normal short messaging. The electronic short messaging method for collect calling may send transmissions to at least one subscriber terminal via the Internet and/or the telephony network. The method may include sending a first transmission to a recipient subscriber terminal for display, wherein the first transmission defines one or more active alternatives including at least one of initiating a collect call and deleting the first transmission. The method may also include calculating costs associated with at least one of the first transmission and the one or more active alternatives.

Abstract: Methods, systems, and products enable a healthcare facility or server to process incoming communications. When a communication is received, the time and a recipient's address may be compared to a schedule of procedures. The recipient's address may be associated with a patient or with medical personnel, such as a physician or nurse. If the time and the recipient's address match an entry in the schedule of procedures, then an alternate destination may be chosen for the communication.

Abstract: A system and method are presented for self-service callback modification. A user may request a callback. A unique confirmation identifier may be issued which may be used by the system to look up the callback record. A user may modify their callback request at any time during the callback process to receive their callback at a requested point in time, change the address to which the callback is addressed, alter the media through which the callback is placed, etc. Modification may occur in real time. Confirmation may be sent to the user after modification.

Abstract: Provided are a Voice over Internet Protocol (VoIP) gateway device, a control method thereof, and a VoIP gateway system. The VoIP gateway device includes: a connector which is connected to a first terminal; a communication unit which communicates with a proxy server that relays a VoIP communication; a storage unit which stores a ringtone corresponding to a call received by a call back function; and a controller which transmits an invite message to the proxy server for connecting a call from a first terminal to a second terminal corresponding to the call back function upon request from the first terminal for the call back function, and transmits the stored ringtone to the first terminal upon receiving a ringing message from the proxy server in response to the invite message.

Abstract: Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.

Abstract: The present invention is related to a method of allowing a recipient to control responses from his or her communication device when the recipient is unavailable to receive incoming information. More specifically, the present invention is related to a method of delivering a corresponding message to a sender of the incoming information when the sender sends the incoming information to the recipient during a status of unavailability. Even more specifically, the present invention is related to a method that allow the sender to be notified with the status of unavailability of the recipient in real-time thus avoid sending the incoming information during said status.

Abstract: Calendar-callback voicemail that provides proposed callback times is described herein. Calendar-callback voicemail includes a calendar callback service that access, among other things, calendar information and location information. The calendar callback service uses that information to provide a proposed callback time to the caller, which the caller may accept or reject. A recipient of the voicemail can access the calendar callback service to schedule times in which callback times are not to be proposed. Further, the calendar callback service may connect the caller and the recipient at the time of the proposed call.

Abstract: A system is provided for scheduling and maintaining an open communication channel between multiple parties. The system includes a client device connected to a host device via a network. The client device is configured to interact with a website in order to schedule a communication with an advisor. The client device can then be used to participate in the scheduled communication with the advisor. During the communication, a telephone application may be configured to monitor the communication channel between the parties. If the application determines that the client connection has been lost, the application may ask the advisor whether he/she wants to reestablish a connection with the client. If the answers is yes, then the application may ask the client if he/she wants to reestablish a call with the advisor. If the answer is yes, then the application will rejoin the client with the advisor over the communication channel.

Abstract: Methods and systems for scheduling a communication between parties are presented. A system includes a wait-list module configured to determine and display information to a first party attempting to communicate with a second party. The system includes a wait-time prediction module configured to determine, based on the information determined by the wait-list module, an estimated wait time before the first party can be allowed to communicate with the second party. The system also includes a scheduling module configured to schedule a time when the first party can be allowed to communicate with the second party, wherein the scheduled time is determined by one of the first party and the second party based at least on the estimated wait time.

Abstract: A novel method of substantially, if not totally, eliminating financial account fraud through the implementation of a specific algorithm that permits a financial institution the means to communicate directly and nearly instantaneously with an account holder for verification purposes during a financial transaction. The overall system depends on a string variable method that accords a limited number of representations to all the words and numbers of a specific human language in order to provide a suitable machine language translation for the capability of communicating quickly and effectively between a financial institution, an account holder, and possibly, a third party. Through a link between the digital communication platform set up by the variable string algorithm between the financial institution's system and at least one account holder electronic device, such communications, which do not require any need to divulge personal or other information of the account holder, ensure such transactions are proper.

Abstract: A customer premise equipment (CPE) establishes voice calls between a first and second voice communication devices. When establishment of a voice call between the first and second voice communication devices fails, the CPE auto-redials the second voice communication device at predetermined time intervals. When the second voice communication device answers the redialing, the voice call between the first and second voice communication devices is established and is transferred to a preset third voice communication device.