Abstract: The availability of one or more agents of an institution to communicate with a user may be determined and reported to the user. An application on a user computing device may provide an indication as to how many agents are currently available to speak with the user and/or a wait time until an agent becomes available. The user computing device may display a call icon that the user may select to place a call to an available agent. The user computing device may display a call icon that the user may select to receive a callback from an available agent. Call volume statistics may be provided to the user and may be used to determine when an agent is most likely unavailable and/or most likely available.

Abstract: An interactive call disposition system that may operate on a mobile telephone independently of any remote or network-based information or functionality is provided. Upon receiving an incoming telephone call, the interactive call disposition system may automatically dispose of the call (e.g., call forwarding, voicemail, etc.), or the interactive call disposition system may conduct an interactive exchange with the calling party via an interactive voice response (IVR) system or via dual-tone, multi-frequency (DTMF) key input from the calling party. The interactive exchange between the interactive call disposition system and the calling party may accomplish disposition of the call based on calling party and called party information, such as calendar data, free/busy data, contacts information, and the like.

Abstract: A call server includes a network interface for connecting the call server to a packet-based network within a telecommunications network. The call server establishes a first connection with a calling party terminal and a second connection with a called party terminal via the packet-based network. The call server then joins the first connection with the second connection to establish communication between the calling party terminal and the called party terminal. The call server may park the second connection when the first connection is terminated or vice-versa and establish a new connection with the calling party terminal via the packet-based network if the first connection was terminated or vice versa. The call server may join the new connection with the first or second connection to reestablish communication between the calling party terminal and the called party terminal.

Abstract: A user authentication method is applied to a user authentication apparatus for authentication using a unique ID that is information unique to a communication apparatus. The method includes acquiring a user ID as information identifying a user, and detecting a unique ID corresponding to the user ID from a user ID list. The method also includes making a call with a predetermined number of rings to a communication apparatus having the unique ID. Additionally, the method includes receiving a callback made by a communication apparatus after a predetermined number of rings of the call in response to the call. In addition, the method includes determining whether a unique ID of the communication apparatus having made the callback matches the unique ID of the communication apparatus to which the call has been made, and determining, if there is a match, that a user having the user ID is an authorized user.

Abstract: A schedule for a desired call, obtained, for example as an SMS message sent from a user's mobile station, enables a server to automatically initiate set-up of a voice call for the user's mobile station at a scheduled time selected by the user and indicated in the message. The user can specify time and a telephone number for the call, in advance, in the call scheduling request message. However, at the time of the call, the user does not need to read a reminder or dial the call. The call scheduling and automatic set-up services described by way of examples herein may be very useful, for example, for attending important conference calls. This may also be very useful for setting a reminder to call a special person to wish him/her well on his/her birthday/anniversary etc.

Abstract: The present invention relates to a method for establishing telecommunication between at least a first and a second users within a telecommunication network comprising the following steps: receiving a request from said first user to set up a telecommunication with said second user, monitoring telecommunication activity in accordance with said request to detect a telecommunication activity of said second user with a third user different from said first user, and, in case of detection of said telecommunication activity of said second user, setting up a telecommunication between said first and second users after the end of said telecommunication activity of said second user with a third user different from said first user. The invention also relates to devices for performing the method.

Abstract: A method includes associating an e-mail address with a plurality of telephone numbers; associating one of the telephone numbers with a one number service (108); allowing telephone calls to the one of the telephone numbers by selecting the e-mail address. In some embodiments, the allowing telephone calls comprises calling a programmed caller number and calling to a called party number associated with the e-mail address. In some embodiments, a called party and a calling party are subscribers to a one-number service (108).

Abstract: Users in an enhanced communication system are enabled to tag other users so that the tagging user is notified when both the tagged and tagging users meet a predefined criterion of presence states and/or available modalities to the tagging and the tagged users. The tagging user may then, optionally, initiate a multimodal session with the tagged user utilizing the set of modalities originally specified or another set.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.

Abstract: Systems, methods, apparatus, and computer program products are provided for scheduling and initiating calls. For example, a request for a prospective call between a caller and a callee can be received via a server. The prospective call can be electronically added to call lists associated respectively with the caller and the callee. In response to a determination that both the caller and the callee are available, a call between a caller device and a callee device can be automatically initiated.

Abstract: A call handling system receives an asynchronous call request, from a call requester, requesting performance of an operation, where the call request includes a delay parameter specified by the call requester. The call handling system performs the requested operation, and sends a callback to the call requester, which includes partial results from performance of the requested operation, at selected intervals determined by the delay parameter.

Abstract: A method for automatically scheduling phone calls, including dynamically assigning priorities to each of a plurality of a user's contacts, selecting one of the plurality of the user's contacts based on highest priority, wherein random selection is used in case more than one contact has the highest priority, placing a phone call to the selected contact, and updating the priority of the selected contact, if the placing a phone call successfully reaches the selected contact. A telephone and a computer-readable storage medium are also described and claimed.

Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.

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 one-click method for establishing a voice connection.

Abstract: Methods and apparatuses to provide options for alternative connections in response to customer requesting for connections to advertisers for real time communications. One embodiment includes: providing an advertisement of a first advertiser for presentation to a customer, the advertisement including a reference to be used to request a connection server to provide a telephonic connection between the first advertiser and the customer; receiving a request made via the reference included in the advertisement for a telephonic connection between the first advertiser and the customer; determining a status of the first advertiser at a time of the request; and presenting an option to make an alternative connection for the customer based on the determined status.

Abstract: A system and method for handling calls at one or more call centers. In an exemplary method of the invention, it may be determined whether a call should be transferred from the VSS to an agent of a call center based on, for example, agent availability or queue wait times. When it is determined to transfer the call to the agent, it may be determined whether a callback call should be offered to the caller. When it is determined to offer the callback call, the method may include providing one or more time blocks to which the caller can initiate the callback call to receive higher priority routing. Upon calling back into the system within one of the time blocks, the call may receive preferential routing treatment.

Abstract: A method includes initiating a call from an interactive voice response (IVR) system to a first device associated with a user in response to a request. The method includes receiving voice input data at the IVR system via the call. The method also includes performing a search of a media content database based at least partially on the voice input data. The method further includes sending search results identifying media content items based on the search of the media content database to a second device associated with the user.

Abstract: According to one embodiment of the invention a method for facilitating communication includes receiving an indication that a caller desires to camp-on a telephone associated with a campee and in response to the indication assigning the caller to a camper queue that stores a prioritized list of a plurality of campers camping on the telephone associated with the campee.

Abstract: Methods and apparatuses to initiate callback with confirmation. In one embodiment, a method includes: receiving a reference (e.g., a callback phone number) in a request for a connection to a destination; providing a code via the reference in response to the request; receiving a code to confirm the request; determining whether the received code matches the provided code; and initiating a connection via the reference for the connection to the destination if the received code matches the provided code.

Abstract: In various embodiments, advertising campaigns can be defined that incorporate technologies such as two-dimensional bar codes or embedded links in electronic material, for directing a user to communicate with a call center. For instance, in particular embodiments, the reading of a two-dimensional bar code may cause a communication to be sent to, and received at, the call center, where a calling campaign associated with an advertising campaign is identified using information associated with the communication. Likewise, in particular embodiments, the activation of an embedded link may cause a communication to be sent to a publisher, who sends a communication to the call center. Upon determining the calling campaign, an appropriate agent is selected and a communication, such as a voice call, is initiated to the user. In particular instances, if a no-answer condition is reached as a result of the communication, another communication may be scheduled for a later time.

Abstract: Targeted content is provided to at least one communication device responsive to a notification of a missed communication. Responsive to a notification of the missed communication, a selection of one of a plurality of different pricing options is received for a return communication. Targeted content is provided, in addition to content of the return communication, based on the selected pricing option.

Abstract: Systems, devices and methods for implementing a hold-call-back feature in a telecommunications network. A first connection is established between a call server and a first terminal via a packet-based network and a second connection is established between the call server and a second terminal via the packet-based network. The packet-based network comprises at least a segment of the telecommunications network. The call server then joins the first connection with the second connection to establish communication between the first terminal and the second terminal. In response to receiving a hold-call-back activation command from the first terminal via the packet-based network, the call server splits the first connection from the second connection, terminates the first connection and parks the second connection. The call server may then repeatedly prompt the second terminal for a call reestablishment command.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.

Abstract: Disclosed is a voice message exchange system and method for improving communication between an inmate and a third party by enabling the inmate to leave a message when a call is not answered and further allowing the third party who receives the message to reply with a message to the inmate. Additionally, outside parties that meet the institution's requirements can leave messages for inmates at any time. The present invention can be used as an add-on to legacy inmate call management systems or incorporated internally into an inmate call management system. The system also provides monitoring, controlling, recording, and billing means.

Abstract: A first voice call is put in an on-hold state in response to a resource being unavailable. In response to putting the first voice call in the on-hold state, a first data communication is transferred for delivery to the communication device. The first data communication drives the communication device to display an offer for a media service. A second data communication transferred by the communication device is received indicating that the offer has been accepted. The first data communication drives the communication device, in response to the acceptance of the offer, to transfer the second data communication and to retrieve media from the media service. The first voice call is terminated in response to receiving the second data communication. A second voice call is established with the communication device in response to the resource becoming available.

Abstract: The present invention is related to telecommunications, and in particular, to methods and systems for processing call signaling data. In an embodiment, a call processing system receives a first message from a switch while the switch is processing a call for a calling party, wherein the first message is initiated at least partly in response to a firing of a call event trigger configured within a switch. The first message includes call signaling information, including the calling party's phone number. The calling party's phone number is stored in the call processing system. A communication channel is established over a network between the call processing system and a computer associated with the called party. A message is transmitted to the networked computer, the message including the calling party's phone number, wherein the calling party's phone number is intended to be displayed on the networked computer associated with the called party.

Abstract: A system and method provide a way of improving customer satisfaction with a customer service application by identifying tuning opportunities based on customer satisfaction scores. The system and method compare portions of the customer service application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the customer service application correlate to a low customer satisfaction score. A report is produced which identifies these areas that correlate to low customer satisfaction, and these areas may be tuned to improve customer satisfaction with the customer service application.

Abstract: A system, method, and computer readable medium for redirecting a call via centralized bridges comprises a first conferencing platform based in the United States, a second conferencing platform based in a second country, and a third conferencing platform based in a third country, wherein the first conferencing platform dials the second conferencing platform and the third conferencing platform to provide a conference call between the second conferencing platform and the third conferencing platform.

Abstract: A call handling system receives an asynchronous call request, from a call requester, requesting performance of an operation, where the call request includes a delay parameter specified by the call requester. The call handling system performs the requested operation, and sends a callback to the call requester, which includes partial results from performance of the requested operation, at selected intervals determined by the delay parameter.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.

Abstract: The present invention provides flexible call processing. In one embodiment, a first call from a calling party intended for a called party is received at a call processing system. The call processing system places a second call to a telephonic device associated with the called party. The calling party and called party communicate via the first and second calls. A determination is made that the first call has been terminated. A call-back instruction is received from the called party while the second call is still in place. At least partly in response to receiving the call-back instruction, a third call is placed to a terminal associated with the calling party. The calling party and the called party can communicate via the second call and the third call.

Abstract: One or more embodiments include a computer-implemented method and system for providing reply reminders to a vehicle occupant in a vehicle. Information indicating one or more unanswered communications from a nomadic telephone device may be wirelessly received at a vehicle computer. Time and/or date information for the unanswered communication may also be received. By automatically monitoring a passage of time, a determination may be made if one or more unanswered communications have been answered within a predefined reply period. If the one or more unanswered communications have not been answered within the predefined reply period, a reply reminder may be generated and presented in a vehicle.

Abstract: Safe parking and retrieval of multimodal conversations is enabled through a park server generating a token and encoding it in an address identifier associated with a parking slot. A client application can display the address identifier with the token as a link in a text-based message or in conversation history items. The identifier encoded link may ensure that the intended call can be retrieved from a given parking slot without being confused with another parked call. If another call is parked at the same orbit, the encoded token does not match, and the park server may reject the retrieval attempt with an error message.

Abstract: Methods and apparatuses to initiate callback with confirmation. In one embodiment, a method includes: receiving a reference (e.g., a callback phone number) in a request for a connection to a destination; providing a code via the reference in response to the request; receiving a code to confirm the request; determining whether the received code matches the provided code; and initiating a connection via the reference for the connection to the destination if the received code matches the provided code.

Abstract: A VoIP-enabled communications system monitors abuse criteria for web initiated telephone calls. A hyperlink in user interface code allows a web-based user to initiate a telephone call to a target telephone number associated with the hyperlink, particularly to merchants of goods and services. If the user clicks on the hyperlink, the target telephone number will be provided to the communications application to facilitate making a telephone call. However, before the call is connected, the user enter a telephone number where the system will call back to bridge the call, and abuse criteria relative to the web-based user's telephone number are evaluated. If the abuse criteria are met, then the call is not connected. For example, one abuse criterion counts the number of times that calls back to the user go unanswered. Another abuse criterion counts the number of times that the target telephone number has been called. If abuse criteria are met, then a voice connection is precluded.

Abstract: A call control system for connecting to a callee from a caller for phone call including a connection request receive section for receiving a connection request contains a telephone number of a telephone terminal of the caller and a telephone number of a telephone terminal of the callee from the caller to the callee, from an information terminal equipment of the caller. A call callee section for calling to the telephone terminal of the callee, and settles a callee voice call session to the telephone terminal of the callees a-call caller section for calling to a telephone terminal of the caller, and settling a caller voice call session to a telephone terminal of the caller after the callee voice call session is settled.

Abstract: The present invention is related to telecommunications, and in particular, to methods and systems for call processing. By way of example, a first call control is visually provided via a Web page in association with search results transmitted to a user computer system, wherein the user submitted to search request to a search engine. An indication is received that the user activated the first call control. A first call is placed to a telephonic address selected by the user. A second call is placed to a telephonic address associated with the first call control. Progress information related to the second call is transmitted to the user computer system in substantially real-time.

Abstract: A call handling system receives an asynchronous call request, from a call requester, requesting performance of an operation, where the call request includes a delay parameter specified by the call requester. The call handling system performs the requested operation, and sends a callback to the call requester, which includes partial results from performance of the requested operation, at selected intervals determined by the delay parameter.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.

Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician. Each service request may be classified into categories such that only remote technicians associated with a given category can handle service requests for that category. Furthermore, the process of selecting a remote technician to handle a given service request can be completely automated or based on individual remote technicians selecting service requests from a preliminary queue.

Abstract: A method of establishing a call over a Public Switched Telephone Network (PSTN) is provided. The PSTN operatively connected to an End Office (EO) serving a calling party's Consumer Premises Equipment (CPE). The method includes: receiving at a network element of the PSTN a message requesting establishment of the call over the PSTN, the message being received over a packet-switched network and identifying the calling party's CPE from which the call is to be placed; and, notifying the EO serving the calling party's CPE of the request for establishment of the call such that the EO treats the call as a terminating call as opposed to an originating call.

Abstract: Methods for enabling enhanced call return in a communications network is disclosed. In some embodiments, the method includes receiving an incoming telephone call from a caller, wherein the incoming telephone call identifies a subscriber as a callee thereof; capturing caller-specific information for the caller, wherein the caller-specific information includes at least one of the name of the caller and the telephone number of the caller; and storing the caller-specific information into an intelligent peripheral (IP) within the network. Some embodiments of the methods include allowing the subscriber to access the caller-specific information stored in the IP. In some embodiments, the subscriber subscribes to an enhanced call return (ECR) feature as part of a service plan. The ECR feature allows the subscriber to access caller-specific information for a predetermined number of past callers and also to return calls from those past callers.

Abstract: Methods, systems, and products are disclosed for providing an alert to a called party's communications device. One method processes a communication initiated by a calling party and terminating at the called party's communications device. An alert accompanying the communication is also processed. The alert is selected by the calling party for playing on the called party's communications device, and the alert announces the incoming communication request. This method thus allows the calling party to specify the alert to be played on the called party's communications device.

Abstract: A method for transferring time-synchronous data, particularly voice and video data, over a network, particularly the Internet, between at least two terminals, where between the terminals a connection is established using a SIP server and where the SIP protocol is used for establishing the connection, is—with respect to high Quality of Service for transferring time-synchronous data and with a technically simple and cost effective design—developed in a way that the SIP server analyzes the connection and/or the terminals or the like and that based on the analysis it determines an ideal bandwidth for optimizing the transfer of time-synchronous data.

Abstract: An extended display is provided for information based on caller ID during call notification for an incoming phone call on a mobile device. A system enables accessing scheduling information based on caller ID information for the incoming phone call. A contact is identified based on the caller ID information, and scheduling information related to the contact is displayed on the mobile device before the call is answered.

Abstract: A method and apparatus are provided for automatically scheduling or rescheduling a voice connection (e.g., a telephone call) when one attempt to establish the connection fails. A recipient of a call fails to answer the call, but instead of the caller only having the option of leaving a voicemail message, he or his communication device (e.g., a mobile telephone, a personal digital assistant) automatically issues a separate communication toward the recipient's communication device indicating a time at which the caller will be available to receive a return call from the recipient of the attempted call. Alternatively, or in addition to this separate communication, the recipient's communication device may issue another separate communication toward the caller's communication device, to identify a time at which the recipient is expected to be available to receive a later call attempt.

Abstract: A computer implemented method includes initiating a call from an interactive voice response (IVR) system to a first device associated with a user in response to a user request. The computer implemented method includes receiving voice input data at the IVR system via the call. The computer implemented method also includes performing a search of a media content database based at least partially on the voice input data. The computer implemented method further includes sending search results identifying media content items based on the search of the media content database to a second device associated with the user.

Abstract: Methods and apparatus for allowing parties to temporarily and automatically bypass an established “do not disturb” (DND) are disclosed. According to one aspect of the present invention, a method includes applying a DND with respect to a telephone apparatus associated with a telephone number for a first party, and obtaining a first indication of a first new attempt by the first party to establish contact with a second party. The method also includes maintaining a second indication which indicates that a first attempted call from the second party to the telephone number is a response to the first new attempt. It is determined if the first attempted call from second party to establish contact with the first party occurs. If the first attempted call is made, the method includes routing the first attempted call from the second party to the telephone apparatus such that the DND is effectively bypassed.

Abstract: A method and apparatus for providing personal and business mobile wireless communications service is described. A message is received having a message type. Message separability and cost allocation is performed based on the message type. The message is processed when the message is a fleet message, and the message is forwarded to a message management center when the message is a personal message. Once the message is forwarded, it is deleted. In one embodiment of the invention, the messages are transmitted via a wireless satellite link between a mobile communications terminal and a network management system. A fleet computer receives the messages from the network management system and, after determining whether they are personal or fleet messages, processes them accordingly.