Abstract: A telecommunications device including a notification set-up unit associated with a user device; an access control unit configured to receive notification configuration information from said notification set-up unit and provide notification to said user device of a pending conference in accordance with said notification configuration information.

Abstract: The present invention is directed to processing calls to busy telecommunications lines. In one embodiment, the presence of a subscriber accessing a computer network over a first telephone line via a first computer terminal is detected, wherein the subscriber also has a first telephone station connected to the first line. When a caller calls the first line and the first line is busy, the call is forwarded to a second telephone line associated with a call manager system. The call manager system determines when the subscriber is no longer accessing the computer network. At least partly in response to determining that the subscriber is no longer accessing the computer network, the call manager system transmits a text message to the caller, the message including the subscriber's phone number. The caller can then call back the first line using the transmitted phone number.

Abstract: In one embodiment, a method includes obtaining a call from a caller, and determining whether to offer a first callback time to the caller. The first callback time is a future time for a contact between the caller and the call center. The method also includes providing the first callback time to the caller, obtaining a response from the caller, and scheduling the contact at the first callback time if the response indicates that the caller desires a contact at the first callback time. Providing the first callback time to the caller includes soliciting the response from the caller which indicates whether the caller desires the contact at the first callback time.

Abstract: In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.

Abstract: A call hibernation method may include releasing resources allocated to a first call between a calling party and a called party in response to a hibernate message from the called party. The hibernate message may indicate to hibernate the first call, and/or the hibernate message may include reestablishment information for reestablishing communication between the calling party and the called party. A second call may be established between the calling party and the called party in response to a deactivate-hibernated message from the called party. The deactivate-hibernated message may indicate the called party desires to reestablish communication with the calling party, and/or the deactivate-hibernated message may include at least a portion of the reestablishment information.

Abstract: Techniques to defer an incoming communication and schedule a follow up communication and techniques to provide reminders to communicate with a selected contact in order to maintain a level of connectivity with the contact are disclosed. A communication recipient can defer an incoming communication and schedule a return communication time. The return communication may be manually deferred by a user and/or automatically deferred based at least in part on availability of a user on an appointment calendar. Also, the communication recipient can receive reminders of the scheduled return communication or reminders to communicate with a selected contact based on a level of connectivity.

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: The present invention relates to an apparatus (10) for handling telephone calls which comprises: means for configuring the operation of the apparatus based on user preferences relating to the handling of calls from particular callers, means for storing the user preferences, means for processing incoming calls based on the user preferences, and means for receiving updates to the user preferences in dependence on changes to a preference database for storing the preferences of at least one user. The invention also relates to a telecommunications system, and to an associated server.

Abstract: The present invention is related to telecommunications. A call processing system receives a first call from a caller intended for a first person. A notification regarding the first call is transmitted over a network to a terminal associated with the first person. A user interface is displayed on the terminal via which the first person can indicate that a callback message is to be transmitted to the caller. The callback message is transmitted to the caller, wherein the callback message includes an identification of the first person, a callback control, and text indicating that the caller is to activate the control to initiate another call to the first person. At least partly in response to the caller activating the control, A second call to be placed via which the first person and caller are connected.

Abstract: Communication systems and methods are described that include class-based call request routing. Components of the communication systems are configured to receive information of a class at a calling device. In response to the class information, a call request is automatically generated and addressed to resources of a class group. The resources of the class group all possess a common attribute of the class. The attribute includes one or more of a skill, job specialty code, job title, company, department, and division. The generated call request is routed to target devices of the resources. In response to a resource accepting the call request, a response message is received from a target device of the resource. Communications are established between the calling device and the at least one target device in response to the response message received from the target device.

Abstract: Techniques to defer an incoming communication and then schedule a follow up communication are disclosed. A communication recipient can defer an incoming communication and schedule a return communication time. The return communication may be manually deferred by a user and/or automatically deferred based at least in part on availability of a user on an appointment calendar.

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: The callback system comprises: a transmitting terminal which comprises a storing section configured to store an attribute data which is uniquely determined and given, and a transmission request processing section configured to transmit a callback request including the attribute data for starting a callback communication; a database configured to relate and store a callback transmission source telephone number used in the callback communication for each attribute group prepared by collecting a plurality of the attribute data; a charging target judging section configured to receive the callback request and extract the callback transmission source telephone number which corresponding to the attribute data included in the callback request, as a selection callback transmission source telephone number from the database; and a transmission processing section configured to carry out the callback communication with the transmitting terminal, with the selection callback transmission source telephone number as a transmi

Abstract: A method for managing calls and web-submissions includes receiving a web-submission at a first time; generating a first ticket associated with the web-submission; generating a first digital file indicating both the first ticket and that the web-submission was received from a system; storing the first ticket and the first digital file in a first record of a queue; receiving a live call at a second time; generating a second ticket associated with the live call; generating a second digital file when the live call changes into a hang-up call before being serviced by an agent, the second digital file indicating both the second ticket and that the live call was received from a device; storing the live call or the second ticket and the second digital file in a second record of the queue, the first record being positioned in the queue before the second record, the queue being configured to have the first record being serviced before the second record.

Abstract: A method and apparatus for enabling a subscriber who is originating a call to a called party endpoint to specify call handling treatments when a busy or a no answer network condition is encountered when calling the called party endpoint with no subscribed network based voice mail service are disclosed. The subscriber, for example, can re-originate the call that is originally directed to a home phone number of the called party to a cellular phone number of the called party instead upon encountering a busy or no answer network condition.

Abstract: In one method and apparatus for blocking unwanted calls in a callback system, parameters associated with a callback request (e.g., the user device to which the call is to be directed, the IP address from which the request originated or an identifier of the source computer from which the callback request originated, the party from whom the call is requested) are tracked for each call. A decision to automatically block the requested callback is made based on one or more criteria based on a combination of these parameters, which may be a total over a period of time. In a second method, one or both of the parties to the callback is queried as to whether the callback is unwanted and, if so, one or more parameters associated with the request are blacklisted.

Abstract: Many of the improvements in contact handling systems which may result from the teachings disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, response to contacts, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein relate to automatically improving company representative performance proficiency, training, incentives, scheduling, ensuring timely customer response, and workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: An exemplary method includes receiving at a calling party network a notice of an intended communication between a calling endpoint and a plurality of called endpoints located in a plurality of called party networks, wherein the intended communication requires a resource in each of the calling party network and the called party networks for supporting a streaming data protocol. The notice is forwarded toward the plurality of called party networks and in parallel with said forwarding, a determination of resource availability for the calling party network is initiated for the intended communication. The method further includes determining for the intended communication the determination of resource availability for the calling party network, wherein the determination is for a first resource for the first network; and verifying resource availability for the intended communication based on the determination for the calling party network and a resource availability indicator for each called party network.

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 system and method employed in a call center provide a memory structure for use in maintaining a call queue including data representing a plurality of calls to be serviced, and the data is structured so as to represent an order in which the plurality of calls are to be serviced. The call queue data further indicates whether each call is to be handled as an inbound or an outbound call. When an incoming call is received by the call center and no service representative is currently available to service the call, the caller is prompted to elect to either wait on-line for a next available service representative or to disconnect the call and receive a call back at a later time. An aspect of this technology is that the caller does not lose his or her place in the queue and is not stuck on hold.

Abstract: An interrupt payment system (100) comprising means (100) for detecting an interrupt signal generated by a party to a call; means (102) for obtaining details of a payment to be made on detection of an interrupt signal; a payment processor (104) operable to process the payment in accordance with the obtained details (104); and means (100) for resuming the call between all parties concerned on processing of a payment by the payment processor (104).

Abstract: A telephone system connects a user to a plurality of telephone call participants in a sequence of calls referred to as a “call chain.” Features of each call in the chain, such as the telephone number(s) of the participant(s) to be called and the scheduled duration of the call, may be stored in a computer-readable record. A first telephone call is established between the user and the first participant in the call chain. The first telephone call may be terminated automatically by the system upon expiration of a predetermined maximum duration or when the first participant hangs up the telephone. Upon termination of the first telephone call, a second telephone call is established between the user and the second participant in the call chain. A third and subsequent telephone calls may be established between the user and the subsequent participants in the call chain in the same manner.

Abstract: Methods, systems, and devices for allocating communications-related charges are disclosed. In an exemplary method, a communications device receives notification of an uncompleted incoming call attempt, the notification including a calling a party identifier. The communication device retrieves a call attempt descriptor associated with the uncompleted incoming call, the call attempt descriptor comprising charge-back data. In response to the initiation of a return call to the calling party, the communication device sends a charge-back message, comprising all or part of the charge-back data, to a charge allocation server for use in allocating charges relating to the return call. An exemplary system, including a charge allocation server, for implementing the disclosed methods is also disclosed.

Abstract: A mobile communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center, for example. A software device application enables the mobile communication device to communicate with the call center through the exchange of data. The mobile communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The mobile communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. For example, one queue may be related to billing and another queue may be related to another aspect of customer service. The user may then request the expected wait time in the selected queue for receiving a call-back from the communication system.

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 method and apparatus are described for ensuring a real-time connection between users and selected service providers using voice mail. The system enables seekers of a wide array of services to select, contact, converse, and pay for a service provider using a communications device such as the telephone. A seeker locates a service provider by providing the name of a profession, which is recognized by the system's software. Once a service provider is selected, the system connects the seeker with the service provider for a live conversation. However, during service provider unavailability, the system enables the seeker to leave a voice mail message for the service provider and reconnects the user and service provider once the message is reviewed by the service provider. The system automatically bills the seeker for the time spent conversing with the service provider and compensates the service provider.

Abstract: A called party's communications habits are determined from the party's communications history, and the habits and the called party's current state (presence) are analyzed in view of a calling party's parameters for a desired communication with the called party to determine a preferable mode and/or time for the desired communication. The preference is indicated to the calling party to assist the calling party in effecting the desired communication.

Abstract: Techniques for setting up calls between two or more parties are described. A scheduler, operating in combination with a telecommunications network, may set up calls between two or more parties based on a queue of prioritized and/or communication mode required requests. The calls may be set up when all of the required parties are deemed to be available, based on prior scheduled events, and/or based on presence information. In one embodiment, available modes of communication, such as text, audio, data, video, of each party may be considered based on requested parameters for the call.

Abstract: A system and method are provided for controlling execution of a call back to a called party, comprising determining availability status of the called party, evaluating compatibility of the availability status with initiating call back to the called party, and in the event the availability status is compatible with call back then initiating the call back to said called party.

Abstract: In a particular embodiment a system and method for processing a call in a Voice over internet protocol (VoIP) network are disclosed. The method includes receiving the call associated with a private identifier (PRID) at a server, classifying a call location based on the PRID and sending the call from the server to a Public Safety Answering Point (PSAP) with a call back number associated with the PRID. The system includes a first server interface for receiving a message containing a PRID associated with the call, a second server interface to access the data base for searching for the PRID in the data structure; a third server interface to receive an output from the database indicating whether a PRID has been found in the data structure; and a fourth server interface to send the call to a PSAP.

Abstract: A system allows automated registration for reminders to be sent to a mobile device, such as a mobile telephone. A telephone number to use to register for an automated reminder is displayed in conjunction with an advertisement for an upcoming event. A user who views the advertisement and wishes to be reminded of the program may dial the number to register for a reminder. The telephone call is received by a reminder system, which identifies the caller and determines the relevant event. The system schedules a reminder corresponding to the event, and it sends the reminder to the caller at the scheduled time. The reminder may be sent to the caller's SMS address.

Abstract: First information and second information is stored in the communication system for a callback after a first communication terminal attempts a call to a second communication terminal in which the connection is not established. The first information allows the second communication terminal to display the attempted call so that a callback to the first communication terminal can be executed on the part of the second communication terminal. The second information includes a charge type for the callback correlating at least to the attempted call.

Abstract: A system and method for initiating calls via electronic calendar is disclosed. A call list is associated by a user to a particular time and day within the electronic calendar. When the particular day and time arrives, the call list is forwarded to a service which executes the call list, and subsequently contacts the members of the call list. The system may initially query the callees through a prerecorded voice messaging system to determine which callees are present, and then establish a telephone connection based on responses to the queries. Once a connection is established, the user and the members of the list are linked to a conference bridge.

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 system and method that notifies a voice mailbox subscriber of the receipt of a message at a voicemail server using instant messaging. A preferred embodiment of the invention includes an enhanced notification server that receives a notification of the message from the voicemail server, queries the availability of an instant messaging client via an instant messaging presence server, and forwards the notification to the instant messaging client via the instant messaging presence server if the instant messaging client is available. In preferred embodiments, provisions are made to forward the message to the subscriber via instant messaging.

Abstract: A missing-call short message notification device includes: a main control module for controlling and scheduling other modules; a relay signaling processing module for receiving information sent by the switching device and sending information to the switching device; a short message constructing module for constructing a missing-call short message; a short message sending module for sending the constructed message to the called user. A method for realizing short message notification service for missing calls includes: a called user sets a call forward number to be a missing-call short message notification number; a switching device detects that a call from a calling user to a called user is not put through, and sends information of the calling user to an MCND based on the call forward number; the MCND constructs a missing-call short message based on the information of the calling user and sends the constructed message to the called user.

Abstract: Methods, systems, and products are disclosed for responding to a communication. The communication is received from a sender's address and is destined for a recipient's address. An audible message associated with the sender's address is retrieved. The audible message is sent to a server that stores messages associated with the sender.

Abstract: A system and method provide a way of improving customer satisfaction with an IVR by identifying tuning opportunities for applications of an IVR system based on customer satisfaction scores. The system and method compare portions of the IVR application to a customer satisfaction score obtained from a customer satisfaction survey. The comparisons show, statistically, which portions of the IVR 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 IVR.

Abstract: The method of the present invention allows a voice mail recipient to activate an automatic callback to a previous caller whose calling telephone number and recorded voice message have been left in the voice mail recipient's mailbox associated with a voice mail system coupled to an end office switch which serves the voice mail recipient. More particularly, the method of the present invention automatically delivers to the previous caller's busy or idle station caller identifying information (i.e.

Abstract: A communication system for receiving incoming communications from mobile communication devices and for initiating a call-back is disclosed. The communication system receives incoming communications from a mobile communication device, such as data requests. The data requests may be for a list of providers or companies and for a list of corresponding queues related to customer services, such as billing, for example. Further, the communication system typically includes components and queues for initiating a call-back sequence to a communication receiving device and placing an identifier associated with the communication receiving device in a user-selected queue. The communication system also determines the wait time in a queue and places an outgoing call to the communication receiving device. Also, a method for initiating a call-back to a communication receiving device is disclosed.

Abstract: A follow-up call to a user is made after completion of a first call with a voice user interface module operable on a computer. The voice user interface module inquiries about information communicated in the first call.

Abstract: Embodiments of the present disclosure provide methods and devices for processing a call to a call distribution point. In this regard, one embodiment of such a method, among others, can be broadly summarized by the following steps: receiving a request from a caller to the call distribution point; parsing the request for information included in the request indicating the nature of the request; assigning a call recipient to service the request based on the information obtained in the parsing step; and acknowledging receipt of the request to the caller and providing an estimate of time before the assigned call recipient will be able to service the call. Other methods and devices are also provided.

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: Disclosed is a method for providing a multimedia Ring Back Tone (RBT) service by using a receiver-side switching center, which comprising the steps of: (a) receiving an ISDN User Part (ISUP) call connection request message including information (multimedia codec information) regarding a multimedia codec from a caller-side switching center when the originating terminal attempts a call connection to a terminating terminal; (b) transmitting the ISUP call connection request message including the multimedia codec information to a sound source-providing server; (c) requesting the caller-side switching center to set the multimedia codec, thereby activating a routing path for the RBT service; and (d) receiving a RBT sound source selected using the multimedia codec information from the sound source-providing server and transmitting the RBT sound source to the caller-side switching center.

Abstract: A method for providing a camp-on hold service comprises detecting a hold condition between a first user and a second user and establishing a call hold by placing the call on hold. The method also comprises receiving a request from the second user to camp-on to the call hold and monitoring the status of the first user during the call hold. The method also comprises receiving an indication that the first user is available to continue communications with the second user and notifying the second user that the first user is available to continue communications with the second user.

Abstract: The present invention is related to telecommunications. A call processing system receives a first call from a caller intended for a first person. A notification regarding the first call is transmitted over a network to a terminal associated with the first person. A user interface is displayed on the terminal via which the first person can indicate that a callback message is to be transmitted to the caller. The callback message is transmitted to the caller, wherein the callback message includes an identification of the first person, a callback control, and text indicating that the caller is to activate the control to initiate another call to the first person. At least partly in response to the caller activating the control, A second call to be placed via which the first person and caller are connected.

Abstract: When a call from external telephone network can not be forwarded to a telephone terminal used by a requested communicator, a client PC of the communicator who took the call, accepts an inputting of call back data, displaying the call back message, to communicate to the requested communicator by the concerned communicator. The concerned client PC sends the accepted call back data to the client PC used by the designated requested communicator. When the client PC of the sending destination receives the call back data, it notifies the concerned communicator that he/she has received a call back data. Furthermore, the client PC of the sending destination responds to an instruction by a communicator, and lists the received call back data in the inputted order.

Abstract: Methods and computer-readable media provide presenting a customized message to an incoming calling party and for allowing the calling party to save or forward the customized message. A called party desiring to leave a customized message for certain incoming calling parties submits a customized message to an intelligent network component of her telecommunications service provider along with identifiers for specified incoming callers who are to receive the customized message upon calling the called party. After the customized message is prepared, incoming callers who have been associated with the customized message are presented with the customized message before being connected to the called party. After an incoming caller receives the customized message, the calling party may store or send the customized message for later retrieval. If the incoming call is not from a telephone directory number associated with the customized message, the incoming call is processed according to normal call processing methods.

Abstract: This disclosure describes audio mixing techniques that allow a user to select between two different audio signals for output in a perceptual foreground of a combined output. As an example, the two different signals may comprise a music audio and a phone call audio. In this case, the music audio and phone call audio may be initially combined such that the phone call is delivered in the perceptual foreground and the music audio is delivered in a perceptual background. However, a user is able to switch the music to the foreground and the phone call to the background by actuating a user input device. In this way, after receiving a telephone call, if a user wants to move the phone call into a perceptual background in favor of music in the foreground, the user is able to achieve this result, e.g., at the press of a button.

Abstract: Procedure and system for optimizing the route of a telecommunication connection to be set up in a telecommunication system that includes a mobile switching center (MSC), a service switching point (SSP), a service control point (SCP), a gateway (GW), and a subscriber register (HLR). The service switching point is connected to the service control point and the gateway is connected to the service control point and to the subscriber register. The telecommunication connection to be set up is directed via the service switching point to the service control point. A database query is sent from the service control point, via the gateway, to the subscriber register. In response, the subscriber register returns routing information, on the basis of which an optimal route to the mobile switching center under which the B-subscriber is currently located is determined.