Abstract: A method of assigning responsibility for playing tones and announcements to a network element in a multimedia communications network is provided. The method includes receiving a call from a caller to a subscriber at a first network element, as part of the call a tone or an announcement needs to be played to the subscriber; determining whether a second network element is able to play the tone or announcement; playing the tone or announcement through the second network element, if the second network element is able to play the tone or announcement; attempting to locate a third network element that is able to play the tone or announcement, if the second network element is not able to meet the request; and playing the tone or announcement through the third network element, if the third network element is located.

Abstract: An IP telephone which supports a voice conference call with a plurality of other IP telephones over a packet-switched network is disclosed. The IP telephone exchanges audio and signaling messages with the other IP devices during the conference call, and thereby allows three or more conference call participants to talk together over the packet-switched network. The IP telephone includes a memory, which stores a conferencing module and a channel establishment module, and a mixing module for mixing input signals received at the IP telephone to produce a combined signal output. When played back, the combined signal output to allows the user to hear what was said by the other conference call participants.

Abstract: A method for providing a service includes monitoring, by a first networked communications apparatus, interaction between a second networked communications apparatus and a remote requesting party over a first communications network. The method also includes interacting, by the first networked communications apparatus, with the remote requesting party over the first communications network upon detecting a predetermined action in monitoring the interaction between the second networked communications apparatus and the remote requesting party over the first communications network.

Abstract: A method and apparatus for automatic delivery of a phone call on an electronic device regardless of whether other tasks are running on the operating system. A separate background task (“thread”), independent of the operating system, enables telephony functionality without regard to the mode of a graphical user interface. The background task is always active and functions to respond to an incoming call even if the user is in a graphical user interface window that requires some input from the user (e.g. the graphical user interface is blocked).

Abstract: The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer calls by the network.

Abstract: A method of managing calls at a call service center is disclosed and includes monitoring a plurality of calls that are received at the call service center. Further, the method includes monitoring service transactions that are handled by a plurality of customer service agents. The method also includes determining a sales success metric of each of the plurality of customer service agents for each of a plurality of services offerings and ranking the customer service agents in terms of the service success metric for each of the plurality of service offerings. Additionally, the method includes recording the customer service agent rankings for each of the service offerings.

Abstract: The invention comprises a method and apparatus for routing an incoming call to at least one network endpoint in a communication network. Specifically, the method comprises identifying at least one registered network endpoint associated with a user in response to an incoming call destined for the user, obtaining presence information associated with at least one active network endpoint from the at least one registered network endpoint, and routing the incoming call towards the at least one active network endpoint using the presence information.

Abstract: In a particular embodiment, a system is provided that includes a wireless beacon to provide wireless data communication with a mobile telephone to detect a location of the mobile telephone within a wireless detection area provided by a wireless beacon, and a communication interface to send a call forwarding message to a cellular switch. The call forwarding message provides an instruction to route future calls destined for the mobile telephone to an alternate network address. In another embodiment, a method of selecting a destination telephone is disclosed that includes detecting a location of a mobile telephone within a wireless detection area provided by a wireless beacon, and sending a call forwarding message to a wide area switch having a communication path targeted to the mobile telephone. The call forwarding message provides an instruction to route future calls destined for the mobile telephone to an alternative communication path.

Abstract: Conversations between two parties are seamlessly and transparently escalated into a conversation between multi-parties with minimal user interaction. If the two initial parties are joined to a central focus and a media, a third or more participant is invited to join the conversation. If either of the two initial parties fails to join the focus or media, the original conversation is restored and the attempt to escalate to a conference is abandoned.

Abstract: In one particular embodiment, the secure media includes information sent using secure real-time transfer protocol (sRTP). Supplementary services may include call transfers, forwards/redirects, call hold with music on hold (MOH), call hold with no MoH, call resume, call park, call pickup, call blast etc. In a call flow, a call request may be received from a first device for a second device. The call request may include at least one set of keys and be ready for establishment of an sRTP call. It is then determined that a supplementary service is needed for the call request. For example, a supplementary service may indicate that a call redirect to a third device is required. The gateway then facilitates a supplementary service call with the third device. This is facilitated without contacting the first device to generate a second key after receiving the initial call request.

Abstract: Some embodiments provide a telephone and a computing device coupled to the telephone, the computing device to selectively route telephone call signals to the telephone based on user-specified rules.

Abstract: A terminal operated at a switching facility has at least one indicating element which indicates operating modes of another terminal allocated to the indicating element. The other terminal is operated at another switching facility. Calls to the other terminal may be picked up by operating a function element, e.g., pressing a key, associated with the indicating element that indicates the operating modes of the other terminal, when an incoming call to the other terminal is indicated.

Abstract: A method and apparatus are disclosed that enable a call-processing server to extend a received call out to a telecommunications terminal endpoint, wherein the terminal, such as a hotel room phone, is local to and accessible only through an intermediate point, such as a hotel switchboard. Also disclosed are a method and apparatus that enable a data-processing system, such as a server, to determine whether or not to grant a telecommunications terminal endpoint one or more privileges, without some of the disadvantages of the prior art. The methods and apparatus that are taught in this disclosure can be used for extending the incoming call to the endpoint independently of or in the absence of determining whether or not to grant privileges to the endpoint.

Abstract: A network device has a voice mail module adapted to provide voice mail functionality for calls of a first type directed to the network device. The calls of the first type are originally intended for the network device. The voice mail module also provides voice mail functionality for calls of a second type directed to the network device. The calls of the second type are originally intended for one or more other network devices in respect of which the network device has been designated as a backup. In a system having such network devices, voice mail functionality may be provided locally at the network devices. The network devices may be implemented as telephones. In the event that a network device is no longer available on the network, another network device designated as a backup network device takes voice mail messages for the network device that is unavailable. This significantly improves overall system reliability and availability.

Abstract: In one embodiment, a method for enhanced call pickup includes accessing data indicating a current status of each of one or more users in a call pickup group (CPG) with respect to an incoming phone call to a phone number corresponding to the CPG and communicating the data to one or more endpoints of one or more users in the CPG for display to one or more users in the CPG. A display of the data to a first user in the CPG facilitates the first user determining a current status of each of one or more second users in the CPG to facilitate a decision by the first user regarding whether to pick up the incoming phone call.

Abstract: Techniques for providing a method and system for trunk independent gateway transfer of calls are disclosed. In one particular exemplary embodiment, the techniques may be realized as a computer implemented method, comprising receiving a call transfer request for a call at a gateway and determining, using a processor of the gateway, whether a trunk to be used for transferring the call requires a transfer command. In the event the trunk requires transfer command, the techniques comprise generating a transfer command, and transferring the call using the transfer command.

Abstract: Methods, systems, and computer program products for flexible call jumping are disclosed. According to one method, an indication is received from a calling phone for initiating a call with a called phone. The call is established between the called and calling phone. During the call, an indication is received from the calling phone to jump the call to a user selected destination. In response to receiving the indication to jump the call, the call is jumped to the destination such that the call continues between the destination and the called phone.

Abstract: The present invention provides systems, methods, and apparatus for semi-stateless scalable and distributed management of telephone hunt group features in a PBX. In particular, the invention conducts an auction-like phone call handling process in which phone handling decisions are partially delegated from a central resource to the individual client agents. Briefly, phone handling functions offer available call to agents who then decide which available calls to handle. This auction-like process is preferably implemented using broadcast (or multicast) messaging features so that system components do not need to know or access global state information. Messaging is preferably built on a selected instant messaging protocol.

Abstract: Methods and systems for transferring a communications exchange using a mobile handset are described. A radio frequency (RF) signal is transmitted from a mobile handset to a base station to provide a communications exchange. The communications exchange exists between the mobile handset and a first communications device. The mobile handset automatically detects a second communications device when it is in close proximity to the second communications device. The second communications device is capable of receiving a call handoff. If the mobile handset is in close proximity to the second communications device, then a transfer request including information associated with the second communications device is received from the second communications device. The transfer request is accepted and the communications exchange is seamlessly transferred to the second communications device form the mobile handset.

Abstract: A call center environment is provided that allows a customer service representative to populate a workstation display screen with data using either keystrokes or voice input. The voice input is provided to the workstation using a voice overlay and voice platform to convert audio into data usable by the workstation to populate the screen.

Abstract: Techniques for using call history for voice data over a packet-switched network includes receiving call history data that indicates a redirected network identity that served as a target of a particular voice data session from a particular calling party. The redirected network identity is different from both a caller network identity that identifies the particular calling party, and a current target network identity that identifies a current target party of the particular voice data session. A call history display composition is formed that indicates at least that the redirected network identity exists. The call history display composition is presented for viewing by at least one of the particular calling party and the current target party. These technique allow a party to redirected communications to easily call or save the network address of a former target of the call.

Abstract: Studies of call center activities are performed by using a tool having timer buttons for timing call activities during a live or recorded call. Code values are assigned to specific activities and activity subtypes. The calls are assigned to a plurality of reviewers who gather data using the tool. Reviewer data is consolidated into a master database. The data is normalized with agent performance ratings. The normalized data is analyzed statistically to determine leverage points for improvement.

Abstract: The present invention provides a telephone relay apparatus in which even in a telephone terminal which cannot recognize a subaddress, it is possible to attain information to judge whether or not the call is to be started. A telephone relay apparatus 100 possesses a plurality of call transmission telephone numbers (proxy telephone numbers) to uses a telephone number (user telephone number) properly to transmit a call to a telephone terminal 210 on the call reception side according to a rule prescribed in advance, which enables the telephone terminal 210 on the call reception side to identify the type of the call via the telephone relay apparatus 100 based on the call transmitter telephone number (notification telephone number).

Abstract: A call center environment is provided that allows a customer service representative to populate a workstation display screen with data using either keystrokes or voice input. The voice input is provided to the workstation using a voice overlay and voice platform to convert audio into data usable by the workstation to populate the screen.

Abstract: A method for handling an incoming call received at an inbound terminal via an analog line is described. The method comprises receiving the incoming call at the inbound terminal; storing caller ID data enabling identification of incoming call; comparing a stored existing caller ID with the stored current caller ID to determine if an earlier incoming call is being signaled to an application; if the earlier incoming call is being signaled, disconnecting the earlier incoming call; and presenting the incoming call to the application thereby reducing the risk of conflict between incoming calls.

Abstract: An apparatus and method are disclosed that enable a private branch exchange to determine that a voice mail system has answered a call, without some of the disadvantages in the prior art. The private branch exchange—or, generally-speaking, a data-processing system—infers that the voice mail system has answered a call by timing key events or by noting some of indications that are received from another system, or both. Subsequently, the private branch exchange drops the voice mail system from the call, thereby minimizing the non-enterprise voice mail system's handling of calls that are originated to an on-premises terminal.

Abstract: This invention provides method and device for blind transfer service. The method comprises the following steps: first, user A establishes a call with user B, then, user B originates a call transfer request to request to transfer the call with user A to user C; application server of user B heads off the request and returns an accept response to user B; the application server of user B firstly originates a call invitation to user C and acquires media parameter information of user C; the application server of user B originates a call re-invitation to user A, provides the media parameter information of user C, instructs user A to carry out media switch, and acquires media parameter information of user A; the application server of user B provides the media parameter information of user A to user C, and instructs user C to establish a media stream connection with user A.

Abstract: A method of delivering a call to a called party's device. The method includes receiving a call directed to a wireline device and validating that a telephone number of the wireline device is associated with a telephone number of a wireless device. The method also includes transmitting a message to the wireless device, delivering the call to the wireline device when a return message is not received from the wireless device, and determining a location of the wireless device when a return message is received from the wireless device. The method further includes comparing the location of the wireless device with a location of the wireline device, delivering the call to the wireless device when the location of the wireless device is not within a predefined vicinity of the location of the wireline device, and delivering the call to the wireline device when the location of the wireless device is within a predefined vicinity of the location of the wireline device.

Abstract: A communication system based on a communication protocol such SIP includes a first communication terminal Bob and a second communication terminal Bill, wherein the second communication terminal Bill has a unit, when the first communication terminal Bob receives an incoming message from a source communication terminal Alice, transmitting a substitute response control message to the first communication terminal Bob, the first communication terminal Bob has an incoming message transferring unit, when receiving the substitute response control message, transferring the incoming message given from the source terminal Alice to the second communication terminal Bill and has a response message transmitting unit transmitting to the source communication terminal Alice a response message containing contact information for specifying the second communication terminal Bill, and a call is established between the source communication terminal Alice and the second communication terminal Bill.

Abstract: This invention provides consultative transfer service method and apparatus.

Abstract: A method and system is presented to route calls to a voicemail system. The method includes receiving a call from an originating device at a first redirecting device and forwarding the call from the first redirecting device to a second redirecting device. The forwarded call has an associated data message that includes a calling number of the originating device and the first redirecting number of the first redirecting device. The method also includes forwarding the call from the second redirecting device to a destination voice mailbox. The destination voice mailbox is selected based on an evaluation of the first redirecting number and the second redirecting number.

Abstract: A system and method for restoring the original calling number in a call routed through an out-of-network enhanced service provider to a forwarding destination. The system comprises a service control point, a service switching point in communication with the service control point, and an enhanced service provider service node in communication with the service switching point, wherein the service node is located outside of a network while the remaining components reside within the network, and wherein the service switching point is provisioned with two triggers: an incoming trigger for calls to the service node and an outgoing trigger for calls from the service node. According to the method, the service control point, in response to the incoming trigger, removes and stores the private call information of a call exiting the network and, in response to the outgoing trigger, restores that private call information to the call once the call re-enters the network.

Abstract: A PBX, when notified information of an originating manipulation such as dialing of a receiver's number from a keyboard connected with a PC, judges whether an origination request is from the PC or a first terminal. In a case of the request being from the PC, the PBX performs number analysis processing of the PC which is the originator. The PBX judges whether there is information about a terminal associating with the terminal requesting the origination, and when there is information for the terminal, performs to connect with the associating terminal, and processes the origination request to thereby connect with the counterpart terminal. When there is no information about the terminal, the PBX processes the origination request as usual to thereby connect with the counterpart terminal.

Abstract: A method of processing calls received at an interactive voice response (IVR) server is provided and includes receiving a telephone call at the IVR. Caller identity data that is associated with the telephone call is received and a customer profile that includes a list of individual names associated with the caller identity data is received. Each of the individual names is mapped to a speech recognition grammar pattern. Further, a caller of the telephone call is prompted to speak their name. A spoken name from the caller is received and recorded. Moreover, the spoken name is converted into a speech recognition grammar pattern. Thereafter, the speech recognition grammar pattern associated with the spoken name is compared to each of the speech recognition grammar patterns associated with the individual names retrieved from the customer profile.

Abstract: Dynamic telephone call routing. A voice service initiates a voice call session on a data communication network in response to an incoming telephone call directed to a user and generates a notification of the telephone call. An alerts service receiving and responsive to the notification executes a set of routing rules to select a computing device associated with the user. The alerts service also generates an alert directed to the computing device. If the computing device is online, a messaging service sends the alert to the computing device and receives a user request from the computing device in response thereto. The messaging service communicates the user request to the voice service for completing the voice call session to the computing device if specified by the user request. If the computing device is not online, the telephone call is routed to a telephone device.

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

Abstract: Methods and systems relating to a communication in an Advanced Intelligent Network from a caller to a subscriber's directory number where the communication has been terminated to a voice mail system (VMS) instead having been terminated to the subscriber's directory number. The methods and systems transfer the communication from the VMS so the VMS is no longer involved in the communication. A message indicating a release of the communication by the VMS is generated. The message also indicates an action to be taken regarding the communication such as a transfer to a different number. The action and related information may be provided in a remote operations parameter of a GR-1129 message. In response, directions are provided to carry-out the action. As a result, the communication is released from the VMS, and is acted upon without further involvement of the VMS.

Abstract: A process for management of data transfer to a specific destination station having at least one real address including defining a virtual address of a destination station comprising an ordered sequence of real addresses of the destination station, sequentially searching through different addresses until obtaining a positive response establishing a communications channel, and transferring data to a multiplicity of telecommunications supports, and a communication device including telephonic communications transport means and data transfer means, means for storing in a memory calls issued and/or received by a party, means for storing in the memory addresses enabling connection of the party and means for sequential calling of a destination station from a list of addresses, and means for the storage in the memory of a history of past communication sequences and means for modeling optimal sequences for a multiplicity of telecommunications supports.

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

Abstract: In some embodiments, a do not redirect or reject call management system may include one or more of the following features: (a) a memory comprising, (i) a do not redirect or reject application that allows a caller to prevent a call recipient from redirecting or rejecting a call, and (b) a processor coupled to the memory that executes the do not redirect or reject application.

Abstract: In a call park and call park pickup system, a plurality of network devices have local call park functionality. For call park of a call between two network devices initiated at one of the network devices and call park pickup of the call at a third network device, the local call park functionality is used to provide messaging between the three network devices for parking and picking up the call without the need of central processing equipment for providing call park and call park pickup functionality.

Abstract: A call forwarding system forwards telephone calls based on presence information of a user as reported by computing devices associated with a telephone number. When a telephone system receives an incoming call directed to one of the telephone numbers of the user's computing devices, it sends an incoming call event to each computing device. Upon receiving the incoming call event from a telephone system, each computing device determines whether the user is most likely present at that computing device based on the presence information. When a computing device determines that the user is most likely present at that computing device, it sends a notification to the telephone system to forward the incoming call to the telephone number associated with that computing device to effect the automatic forwarding of a call based on presence information.

Abstract: A system and method for transferring calls between multiple devices. A call is communicated through a network device to a first phone utilizing a first communications service. The call is transferred from the first phone to a second phone. The call being transferred in response to a user selection associated with the second phone. The call is transferred from the second phone to a third phone. The second phone or the third phone utilizes a second communications service. The call being transferred in response to a user selection associated with the third phone.

Abstract: A system and method is provided that includes an automatic call distribution system adapted to communicate over a network and includes a first software control module. The automatic call distribution system is configured to route incoming calls received from the network to a call agent station in communication therewith based on the availability of call agent station. The system provides an interactive voice response system in communication with the automatic call distribution system for administering a survey to a client in communication with the call agent station. Under the control of the first software control module, the automatic call distribution system routes the incoming call from the call agent station to the interactive voice response system for administering the survey to the client.

Abstract: A method for establishing a communication connection between two subscribers of a plurality of subscribers in a direct communication network is provided. Subscriber address information required for establishing paired communication connections between the subscribers is stored in the plurality of subscribers in a distributed manner; a searching subscriber sends a broadcast request message aimed at the establishment of at least one communication connection between a calling subscriber and at least one sought subscriber; each subscriber receiving the broadcast request message sends a response message containing subscriber address information required for the at least one communication connection, provided that the emission of a response message is associated therewith according to the respective functionality thereof; and said subscriber address information is then used to establish the communication connection between the calling subscriber and the at least one sought subscriber.

Abstract: Responding to a telephone call made by a calling party includes receiving a first telephone call and identifying an account associated with the telephone number to which the first calling party directed the first telephone call. Configuration data related to the account is accessed. A first identity associated with the account is identified based on the configuration data accessed. A first electronic communication is sent to a computer of a first called party associated with the first identity. The first called party may respond to the first electronic communication by dynamically and manually inputting a call redirection telephone number, sending an e-mail, or sending an instant message. If a call redirection telephone number is inputted, the first telephone call may be redirected to the call redirection telephone number.

Abstract: A telephone system, comprising telephone sets, exchange device and server device, wherein a telephone set has notification unit accepting log-in operation and server device includes user management table associating each telephone number of telephone sets with identification information of users, address management table dynamically associating each telephone number of users with address information, specification processor specifies telephone number of logged-in user when log-in operation is performed, verification processor verifies presence/absence of registration of specified telephone number, determination processor determines coincidence/discordance between address information and notified address information, and update processor updates address management table by overwriting address information, if the notified address information does not coincide with address information corresponding to registered telephone number.

Abstract: A home presence server has a storage area in which a SIP URI (hereinafter URI) of a call destination and a URI of a transfer destination are correspondingly stored. When a SIP server in a network receives a call-out request containing the URI of a first terminal being a call origination source and the URI of a second terminal being the call destination, it transfers the request to the home presence server. The home presence server acquires the URI of the transfer destination corresponding to the URI of the second terminal from the storage area, and transmits acquired URI to the SIP server. The SIP server transmits a call-out request containing the URI of the first terminal being the call origination source and the URI of a third terminal being the transfer destination, to the first terminal through a network, and the first terminal communicates with the third terminal.

Abstract: A communication system includes client software operating on a PC, or similar platform, and a client telephone that is connected to a call routing server. A user manages telephone communication, including incoming and outgoing calls, conference calls and call forwarding, through the client software. The client software commands the call routing server using instant messenger communication.

Abstract: A system and method of automatically transferring a call between telephones based on the distance between the two telephones is provided. First the proximity of a first telephone to a second telephone is determined. If the proximity is within a predetermined limit or threshold, calls directed to the first telephone are transferred to the second telephone. Security of the transfer may be ensured to prevent fraudulent use of the subscription of either telephone. Procedures are provided which permit any the above-mentioned steps to be performed either at the level of the individual telephones involved in the transfer, or by an element of the network, such as an SC or HLR.