Abstract: Systems and methods for controlling routing in premises management systems are described. A system may comprise a server located external to a premises. The server may be configured to receive, from a user device located external to the premises, a request for content from a premises device located at the premises. The server may be configured to transmit, to a gateway device located at the premises, a request to cause transmission of the content. The gateway device may configured to determine, based on the request to cause transmission of the content and a capability of a network, a routing protocol for transmission of the content. The gateway device may be configured to cause transmission of the content. The transmission of the content may use the determined routing protocol. The transmission of the content may be via the network.

Abstract: An apparatus enables communication between a user device and a communication server. The apparatus receives a device identifier of the user device and determines after searching a device-to-token database that the device identifier is not associated with any device communication token. The apparatus activates a predetermined application on the user device, and thereafter receives a device communication token of the predetermined application. A mapping of the device communication token with the device identifier is stored in the device-to-token database after which a communication account is created for the user device on a communication server. A login credential for the communication account is sent to the user device in a message addressed to the predetermined application and transmitted via a message server. The predetermined application on the user device receives the message, and thereafter automatically logs in to the communication server according to the login credential in the message.

Abstract: A computer system includes a calendar containing appointments. The system also includes one or more logic modules. Each logic module specifies a condition and a corresponding action. The profile may be applied to context data, such as data representing the current time, to perform the actions specified by the logic modules in response to detecting that the context data satisfies the conditions specified by the logic modules. In particular, the actions specified by the logic modules may be performed in response to detecting that the current time falls within the time period of an appointment on the calendar.

Abstract: Customers can become bored with an interaction with an agent. By providing speech and/or images, of a celebrity disguising the speech, and/or image, of the agent, customers can appear to interact with a particular celebrity. As a result, customers are more likely to stay engaged and have a positive experience. The celebrity, or a particular persona of a celebrity, may be selected from customer preferences and/or a purpose of the call. For example, a movie star's role may have a persona, such as a “heavy,” suitable for collection calls (audio or audio-video), whereas a scientific or technical innovator may be selected for technical support calls.

Abstract: Apparatus and methods concerning call routing are disclosed. In an example embodiment, a call alert message, indicative of the call answer options, is communicated from a data-communications server to the communication device, determined in response to receiving an incoming call for a communication device at the server. A selected option is received from the communication device. In response to the selected option indicating the first call answer option, the call is routed to the communication device as a call via a data network or in response to the selected option indicating the second call answer option, the call is routed to the communication device via a PSTN.

Abstract: A method and system to allow the exchange of information between a person's mobile device and a business, institution, organization, agency, etc. to send, as per request, information that is required or is relevant to the parties, without having to interrupt the call. The businesses, institutions, organizations, agencies, etc. can be for instance, a 911 dispatcher office, a merchant that operates through the phone or a service provider, though such examples are not considered limiting.

Abstract: Implementations set forth herein relate to providing notifications regarding events that may interrupt content being rendered at an interface. The notifications can be preemptive and/or can indicate a predicted time and/or source for the events. The event can be, for example, a person attempting to contact a user who is viewing content at a display interface. The person can be associated with a food delivery that has been ordered by the user via a delivery application. An application, such an automated assistant application, can predict when the person is expected to arrive with the food delivery, and generate a notification ahead of the person arriving. In some implementations, the notification can be rendered at a scrubber user interface (UI) at a location corresponding to the time that the food delivery is expected to arrive, thereby putting the user on notice of when the streaming content may be interrupted.

Abstract: A computer system includes a calendar containing appointments. The system also includes one or more logic modules. Each logic module specifies a condition and a corresponding action. The profile may be applied to context data, such as data representing the current time, to perform the actions specified by the logic modules in response to detecting that the context data satisfies the conditions specified by the logic modules. In particular, the actions specified by the logic modules may be performed in response to detecting that the current time falls within the time period of an appointment on the calendar.

Abstract: In a method of configuring a private branch exchange remotely, a user transmits configuration data to a local private branch exchange via a callable device. The local private branch exchange transmits the configuration data to a remote private branch exchange. Thereby, the user can conveniently configure the private branch exchange configuration or the private branch exchange service of the remote private branch exchange. Besides, the method of configuring a private branch exchange remotely can be applied to private branch exchanges manufactured by different manufacturers as well as private branch exchanges managed by different enterprises or organizations.

Abstract: Techniques described provide for transferring calls between a first user equipment (UE) and a second UE. One implementation may include receiving a request to transfer a call, which has been established between the first UE and a third party device, to be between a second UE and the third party device. Location information for the first and second UEs may be received. A determination may be made to determine whether the first and second UE are in proximity to each other. In the event that a determination is made that the first and second UE are in proximity to each other, the established call may be transferred from the first UE to the second UE. Other aspects and features are also claimed and described.

Abstract: Systems and methods are used to generate contact type predictions that route user customer service requests within a support platform. The contact type predictions are generated using a hybrid model that includes a deep learning component and a business logic component. The deep learning component may generate a multi-channel output based on text features and context features. The multi-channel output is modified based on one or more business rules to generate the contact type predictions.

Abstract: In some implementations, a cloud computing system that executes a function may receive an indication of an electronic communication to occur between a customer and an agent. The cloud computing system that executes the function may determine a classification of the electronic communication based on a first set of rules stored in a database of the cloud computing system and attributes associated with the electronic communication. The cloud computing system that executes the function may select, based on the classification of the electronic communication, a target queue from a plurality of potential queues to be associated with the electronic communication based on a second set of rules stored in the database. The cloud computing system that executes the function may select the agent from a plurality of potential agents for the electronic communication based on an association between the agent and the target queue.

Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.

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

Abstract: Methods and systems for a collaborative work environment. One system includes a monitoring computer communicatively coupled to a first computer-aided workstation and a second computer-aided workstation. The monitoring computer includes an electronic processor configured to receive, from the first computer-aided workstation, a first datastream associated with a first incident, receive, from the second computer-aided workstation, a second datastream associated with at least one selected from the group consisting of a second incident and a user of the second computer-aided workstation, and analyze each of the first datastream and the second datastream to determine a collaboration recommendation.

Abstract: Various examples are disclosed for predictive allocation of computing resources based on the predicted location of a user. A computing environment can generate a predictive usage model that predicts a location of a user and allocate computing resources, such as VDI sessions or VMs, to a host device that optimizes latency to the predicted location.

Abstract: An apparatus enables communication between a user device and a communication server. The apparatus receives a device identifier of the user device and determines after searching a device-to-token database that the device identifier is not associated with any device communication token. The apparatus activates a predetermined application on the user device, and thereafter receives a device communication token of the predetermined application. A mapping of the device communication token with the device identifier is stored in the device-to-token database after which a communication account is created for the user device on a communication server. A login credential for the communication account is sent to the user device in a message addressed to the predetermined application and transmitted via a message server. The predetermined application on the user device receives the message, and thereafter automatically logs in to the communication server according to the login credential in the message.

Abstract: Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a graphical user interface (GUI) for each respective remotely-situated client entity, the GUI including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the GUI including selectable components to create for the associated remotely-situated client entity, a customization for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.

Abstract: Apparatus and methods concerning call routing are disclosed. In an example embodiment, a call alert message, indicative of the call answer options, is communicated from the VoIP server to the communication device, determined in response to receiving an incoming VoIP call for a communication device at a VoIP server. A selected option is received from the communication device. In response to the selected option indicating the first call answer option, the call is routed to the communication device as a VoIP call via a data network. In response to the selected option indicating the second call answer option, the call is routed to the communication device via a PSTN.

Abstract: A persistent virtual area that supports establishment of respective presences of communicants operating respective network nodes connected to the virtual area even after all network nodes have disconnected from the virtual area is maintained. A presence in the virtual area is established for a user of a Public Switched Telephone Network (PSTN) terminal device. Transmission of data associated with the virtual area to the PSTN terminal device.

Abstract: Methods, systems, and apparatus for call prompting when a call initiated by a terminal is unconnected during a call between two other terminals. In one example method, a first interface, indicating that the first terminal is in a call with a second terminal, is displayed on the first terminal. If a third terminal initiates a call to the first terminal, a second interface, indicating the call initiated by the third terminal, is displayed on the first terminal, and a sound, which includes a call voice and a prompt tone of the initiated call, is output. If the third terminal's initiated call is rejected, the call voice is output on the first terminal, and the prompt tone stops being output. If the third terminal stops initiating the call, the first interface is displayed on the first terminal, and the call voice between the first terminal and the terminal continues being output.

Abstract: A method of and an application server and user equipment for providing at least one of chat and Voice over Internet Protocol, chat/VoIP, services to the mobile user equipment in a mobile telecommunications network. The mobile user equipment comprises a chat/VoIP client for accessing a chat/VoIP service application interfacing the mobile telecommunications network. The chat/VoIP service application interfaces a plurality of proprietary chat/VoIP clients for accessing a plurality of proprietary chat/VoIP communication environments operated by a plurality of chat/VoIP service providers, for providing chat/VoIP services to the chat/VoIP client of the mobile user equipment. The chat/VoIP client and the chat/VoIP service application may be arranged such that privileged use of the mobile telecommunications network is enabled, providing a session between the user equipment and a communication environment with a predetermined or agreed Quality of Service.

Abstract: A system that creates and automatically builds one or more entity models that are derived from communication-based information received over a network. Building the entity models uses machine learning, a user interface, a sentiment analyzer, a communication monitoring agent and an automated bot. Bots are created based on a bot template. New communication-based information is analyzed and processed to improve the entity model, to keep the bot up-to-date, and to update other services and products that the entity relies on. The system enables a business to cluster other entities together to assist in identifying competitors. The system provides analytical information about how users journey through an entity model. The system automatically maintains listings such as frequently asked questions. The system works in a networked environment, which may be a distributed network.

Abstract: A database stores unique associations between account identifiers and mobile-network telephone numbers assigned by a mobile network to mobile communications devices. The account identifiers are also associated with voice-over-IP (VoIP) telephone numbers. Voice calls between the mobile communications devices are made as voice-over-IP (VoIP) calls using respective VoIP telephone numbers. Tracking of the VoIP calls is performed through the mobile network using respective mobile-network telephone numbers, so that a prepaid balance can be enforced.

Abstract: An apparatus for processing messages is provided. The apparatus includes a computer processor and a data storage device, the data storage device having a message transform module and a message provision module including non-transitory instructions operative by the processor to receive a producer message from a message producer, the producer message being structured according to a producer message schema, the producer message schema defining a plurality of producer message fields, transform the producer message to obtain a subscriber message, wherein transforming the producer message includes applying a subscriber message transform including a set of rules for converting a message from the producer message schema to a subscriber message schema associated with a message subscriber, the subscriber message schema defining a plurality of subscriber message fields, and provide the subscriber message to the message subscriber.

Abstract: In a Personal Emergency Response System (PERS) service, activation of a wearable call device by a PERS client causes a speakerphone console to connect with a PERS call center to enable the PERS client to converse with a call center operator while a PERS client profile is retrieved from a PERS database and displayed on a display component at the PERS call center. From the profile, values of a set of features are generated for the PERS client. An emergency dispatch risk prediction or other risk prediction is computed over a future time horizon for the PERS client based on the generated values of the set of features, and is displayed on the display component. The risk prediction may be wirelessly sent to a mobile device for display on the mobile device.

Abstract: Systems, devices, apparatuses, components, methods, and techniques for generating and playing a selectable content depth media program are provided. Media content items are edited to produce selectable depth media segments which are assembled into selectable depth media programs. A media-playback device is configured to navigate and play the selectable depth media program through interaction by a listening user. The user selects the desired content depth for each media segment.

Abstract: An apparatus enables communication between a user device and a communication server. The apparatus receives a device identifier of the user device and determines after searching a device-to-token database that the device identifier is not associated with any device communication token. The apparatus activates a predetermined application on the user device, and thereafter receives a device communication token of the predetermined application. A mapping of the device communication token with the device identifier is stored in the device-to-token database after which a communication account is created for the user device on a communication server. A login credential for the communication account is sent to the user device in a message addressed to the predetermined application and transmitted via a message server. The predetermined application on the user device receives the message, and thereafter automatically logs in to the communication server according to the login credential in the message.

Abstract: A mechanism for filtering communication including receiving an incoming call from a calling party, the incoming call being directed to a called party. The mechanism further comprises obtaining calling party information comprising a value of at least one descriptive parameter of the calling party and obtaining historical called party information relating to past activities of the called party. One or more call-handling rules are generated based on the historical called party information, each call-handling rule defining how to handle an incoming call based on a descriptive parameter of a calling party. The calling party information is processed according to the one or more call-handling rules to determine how to handle the received incoming call.

Abstract: The disclosure herein describes automatically unsubscribing from automated calls based on automated call audio patterns. Audio data of an incoming call is accessed and an incoming call audio pattern is generated based on the audio data of the incoming call. The incoming call audio pattern is compared to an automated call audio pattern set by a call screening engine. Based on the comparison, the user is prompted for a call response instruction. Based on the call response instruction from the user, the call screening engine identifies an unsubscribe operation indication in the incoming call audio pattern, performs an unsubscribe operation associated with the identified unsubscribe operation indication, and updates the automated call audio pattern set based on the incoming call audio pattern. The disclosure enables efficient handling of automated calls and reduces user interaction necessary to unsubscribe from associated call lists.

Abstract: A method and apparatus for controlling a second mobile device in response to a first mobile device having no connection to a telephony service. In response to receiving a first control signal including the first unique identifier and from the telephony service, the first unique identifier is used to identify the first group. The data is targeted to the first mobile device. In response to the first mobile device not being connected to the broker service apparatus and the second mobile device being connected to the broker service apparatus, a second control signal, which includes the identifier of the first mobile device, is issued to the second mobile device in order to forward the data to the second mobile device.

Abstract: The disclosure provides a method for call control and related products. The method includes the following. In response to a mobile terminal receiving an incoming call request, a priority of the incoming call request is obtained; when the priority of the incoming call request is lower than a preset priority, whether a user is in a first state is determined; based on a determination that the user is in the first state, the incoming call request is rejected.

Abstract: The present disclosure describes systems and methods for automatically rolling-up data associated with one or more geographic units, such as ZIP+4 codes, such that the rollup comprises a minimum number of households to protect anonymity and ensure compliance with privacy regulations, while preserving variance of the underlying data associated with the geographic regions. Data attributes may include demographic data, socio-economic data, lifestyle segmentation, psychographic data, behavioral data, credit data, and other data. The rollup process may involve identifying one or more geographic units with a number of households below a minimum or threshold amount, applying filters to find candidate geographic units for rollup, scoring candidate geographic units to select best pairings for rollup, and repeating until the rollup group has at least the minimum number of households. The process may make trades off between granularity (e.g.

Abstract: Systems and processes are provided for dynamically adjusting and routing signals and communications. According to one aspect, one or more codecs applied to the signals may be switched or changed to manage signal quality. According to another aspect, communications may be re-routed to an intended recipient entirely over the Internet. The systems and processes described herein are especially well suited for use in connection with detention environments.

Abstract: Embodiments herein relate to compositions of and methods for live viruses. In certain embodiments, a live, attenuated virus composition includes, but is not limited to, one or more live, attenuated viruses and compositions to reduce inactivation and/or degradation of the live, attenuated virus. In other embodiments, the live, attenuated virus composition may be a vaccine composition. In yet other compositions, a live, attenuated virus composition may include at least one carbohydrate, at least one protein and at least one high molecular weight surfactants for reducing inactivation and/or degradation of the live, attenuated virus.

Abstract: A robocall management system (RMS) comprises a service switching point switch, a service control point, and a robocall confirmation system, that all cooperate in processing incoming calls to a subscriber. If the call is not a robocall, the call will be delivered to the subscriber as normal. If the call is, or may be, a robocall, then call will be diverted to the robocall confirmation system, which will determine whether the caller is a live person or a computer playing an announcement. If the caller is a live person, then the call is offered to the subscriber. If the caller is a robocaller, then the robocall announcement is recorded by the robocall confirmation system and made available to the subscriber should they choose to listen to it. Various algorithms may be employed along with external data to ascertain a likelihood of whether the call is a robocall.

Abstract: A user authentication system that analyzes call forwarding information obtained from telecommunication networks, such as through the use of Signaling System No. 7 (“SS7”) protocols, to detect the possibility of fraud. In response to a request to access a network-accessible service, the system performs an initial authentication of provided user account credentials. The system then obtains a telecommunication subscriber identifier that is associated with the user account. Prior to performing additional device-based user authentication, the system obtains call forwarding information for the user. The obtained call forwarding information is then evaluated for potentially fraudulent call forwarding configurations. For example, call forwarding to certain call forwarding numbers, or the use of different call forwarding types, may be indicative of fraud intended to undermine further user authentication.

Abstract: In a method for executing the forwarding (or other type of routing) of the object of a communication activity (such as a telephone call, SMS, or e-mail), which is sent from a sender (50) to a first data and/or telephone connection (10, 12, 14) on to a second data and/or telephone connection (20, 22, 24), for the second data and/or telephone connection (20, 22, 24), a first person, in particular from the first data and/or telephone connection (10, 12, 14), defines the second data and/or telephone connection (20, 22, 24), a corresponding notification is sent (in particular to the second data and/or telephone connection (20, 22, 24) or otherwise to the related person U2) and then the user U2 is supposed to give an authorization, wherein the valid definition for executing the forwarding/routing is validly defined at the earliest after a first predetermined time period expires and at the latest after a second predetermined time period tmax expires.

Abstract: The present disclosure is directed to a method and system for routing communications. A plurality of communications-enabled devices are coupled to a communications network. Each communications-enabled device has a device identifier. A user-programmable database associates each of a plurality of user identifiers with a device identifier. A router circuit is coupled to the communications network through a portal communication device having a portal identifier. A user designates a destination user identifier when making a communication. The router circuit switches the call, directing the call to a destination device identifier responsive to the user-programmable database association between the destination user identifier and a device identifier. According to certain aspects, communications are directed to users and are routed to associated equipment, a user identifier serving as a virtual extension number.

Abstract: A telecommunication system is configurable so that there can be flexible control of a switching command issued by an application to a platform where the switching command is executable in (a) a first execution mode in which the switching command is executed simultaneous with switching and verified or (b) a second execution mode in which the switching command is executed immediately and without verification. The application can be run to cause the switching command to be sent to the platform and the platform can execute the switching command received from the application. At least one of testing on a case-by-case basis and deciding which execution mode should be utilized for execution of the switching command can also occur before the sending of the switching command and/or before the executing of the switching command.

Abstract: Exchanging information via a designated application includes establishing a voice communication link with a client device; sending a launch command associated with a designated application to the client device via the voice communication link, wherein upon receiving the launch command, the client device is caused to launch the designated application; and exchanging information with the client device through the designated application.

Abstract: A method of and an application server and user equipment for providing at least one of chat and Voice over Internet Protocol, chat/VoIP, services to the mobile user equipment in a mobile telecommunications network. The mobile user equipment comprises a chat/VoIP client for accessing a chat/VoIP service application interfacing the mobile telecommunications network. The chat/VoIP service application interfaces a plurality of proprietary chat/VoIP clients for accessing a plurality of proprietary chat/VoIP communication environments operated by a plurality of chat/VoIP service providers, for providing chat/VoIP services to the chat/VoIP client of the mobile user equipment. The chat/VoIP client and the chat/VoIP service application may be arranged such that privileged use of the mobile telecommunications network is enabled, providing a session between the user equipment and a communication environment with a predetermined or agreed Quality of Service.

Abstract: A method is described for call treatment based on user association with one or more user groups. The method includes receiving a phone call from a call source that is directed to a call recipient, identifying a user group associated with the call recipient, and determining a number of received indications assigned to the user group. The received indications are assigned to the user group by users associated with the user group, and the received indications reflect a desire by the users for a special treatment of future calls from the call source. The method also includes distinguishing treatment of the phone call from the call source based on the number of received indications.

Abstract: An association server in a communication system receives a device identifier of a user device and searches a device-to-token database in order to determine whether the device identifier is currently associated with any device communication token. In response to determining that the device identifier is associated with a device communication token, the association server creates a communication account for the user device on a communication server, and sends a login credential for the communication account to the user device in a message transmitted via a message server. The message is addressed by the device communication token to a predetermined application installed on the user device. The predetermined application on the user device receives the message from the message service, and thereafter automatically logs in to the communication server according to the login credential included in the message.

Abstract: The present invention relates to a home appliance diagnosis system and to a diagnosis method for same, and more particularly, to a home appliance diagnosis system and to a diagnosis method for same, which involve receiving product information on the home appliance, which is outputted in a predetermined signal form from the home appliance, and analyzing the received product information to check the condition of the home appliance and to diagnose faults in the home appliance. According to the present invention, a diagnosis server easily extracts product information from a signal, and improves the accuracy of the product information through a multi-stage verification process when the diagnosis server outputs product information from the signal received thereat to diagnose the home appliance, to thereby achieve improved accuracy and reliability of the result of the diagnosis based on the product information.

Abstract: A method and system are described for servicing a second line service (“SLS”) based communication request originating from a subscriber's telecommunications device (“TD”) even if the call signal does not include sufficient information to identify the phone number from which the subscriber initiated the call. The method involves associating the SLS phone number of the subscriber, the primary number of the subscriber and the primary number of a third party via a special relationship number.

Abstract: A voice interactive device constituting an interaction system in which a plurality of voice interactive devices interact with a user, comprises a voice input unit that acquires voice uttered by a user; an information generating unit that generates user utterance information, the user utterance information being information for specifying a voice interactive device having been spoken to by the user; a transmitting/receiving unit that transmits the generated user utterance information to another voice interactive device and that receives, from the other voice interactive device, user utterance information; a determining unit that determines whether or not a response is to be made to the utterance by the user based on the generated and received user utterance information; and an interacting unit that performs interaction with the user on the basis of a result of the determination.

Abstract: Embodiments may include apparatuses, computer readable mediums, and methods to directly connect and engage a visitor to a custom website or application with an operator. In addition, an authentication of visitor's identity entered into an inter-enabled device may be confirmed and carried through to a call center. In an embodiment, a dynamic phone number may be allocated to the visitor. The dynamic phone number may be displayed on the custom website in the visitor's browser when a visitor lands on the custom website or when the visitor authenticates his or her identity through the custom website. When a visitor calls the dynamic number from any device, the call may be directed from a back-end service to an Interactive Voice Response system (IVR), where the visitor may be connected to an operator without additional authentication steps.

Abstract: When authorized, a user of a computing device, such as a smart phone, may associate a telephone number that is assigned to a computing device with other computing devices. The other computing devices may or may not have an assigned device number. A user may also select to use the same number as the originating number of an electronic device. For example, a user may specify that each computing device associated with the user utilizes the same telephone number. The user may also specify that a computing device not utilize an assigned number. The associations of a device number with the computing devices may be stored as implicit registration data and/or as hunt groups.

Abstract: A method for presenting search query results is provided. The method may include detecting an occurrence of the trigger event. The method may include determining a category of information based on data associated with the trigger event. The method may include identifying at least one constraint based on the determined category of information. The method may include appending to the identified at least one constraint to the determined category of information. The method may include generating at least one search query. The method may include selecting at least one candidate website based on the category of information. The method may include performing the at least one search query on the at least one candidate website. The method may include filtering each search query result within the search query results. The method may include sending each filtered search query result within the search query results to a user.