Abstract: In some implementations, a system may identify, based on an account status of an account, one or more phone numbers associated with the account. The system may determine a confidence score of each phone number, based on historical call data and one or more phone number attributes, a rank of the phone number(s) based on corresponding confidence scores, and a quality score for each phone number based on a relative comparison of confidence scores of phone numbers of at least a subset of a plurality of users. The system may determine a daily call schedule, which may include a total frequency to call the user, based on the account status, a phone number frequency to call each phone number, based on one or more conditions related to corresponding quality scores, and a call order in which to call each phone number, based on the rank of the phone number(s).

Abstract: A method and system for the leveraging a reserved relationship number by an SLS platform and/or SLS phone module for the purpose of performing special operations other than making an SLS call available for termination at a subscriber TD and/or a third party TD involve associating the SLS phone number of the subscriber, the primary number of the subscriber and a next set of instructions via a common reserved relationship number.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: There is provided an information processing apparatus, an information processing method, and a program, in which a database in which unknown words are registered is able to be efficiently created, the information processing apparatus including: an identifying portion that identifies a word uttered according to a predetermined utterance method, from within utterance information of a user, as an unknown word; and a processing portion that performs processing to register the unknown word that has been identified.

Abstract: Methods and systems are provided for the management, routing and reporting of toll-free telecommunications calls and data. Methods and systems are provided for pre-populating a call routing template based on natural language inputs and populating telecommunications routing codes at nodes of a call routing decision tree to generate a call routing template that may be identified and presented to a user interface based at least in part on a natural language input.

Abstract: Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing call pickup times regarding answered calls. The call pickup time is based on the time between detection of a signaling message indicating the call was offered to the remote interface and a signaling message indicating the call was answered. The value of the call pickup time may be useful to determine if an automatic voice messaging capability (“AVMC”) or a live human answered the call. In other embodiments, the call pickup time is used to generate a call pickup time weighting factor that is used to supplement the analysis of the initial audio greeting after the call has been answered to determine whether an AVMC or live person answered the call. The analysis can be used to determine whether the AVMC is an answering machine or a voice mail service.

Abstract: A method for voice activated hotel room monitoring includes transmitting to a mobile number from a voice driven computer assistant disposed within a room of a hotel, a message inviting registration of a guest assigned to the room. In response to a registration of the guest received from the number, a unique identifier is assigned to the guest, a record is stored in a registry that associates the guest with the identifier and the room, and the identifier is transmitted to the mobile number. Thereafter, a voice command is detected in the assistant and, in response, the command is speech recognized into text and parsed to locate the identifier. Then, the registry is queried with the identifier. In the event that the identifier corresponds to the guest assigned to the room, a directive in the text is processed in connection with a service offered to the guest by the hotel.

Abstract: Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

Abstract: Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing call pickup times regarding answered calls. The call pickup time is based on the time between detection of a signaling message indicating the call was offered to the remote interface and a signaling message indicating the call was answered. The value of the call pickup time may be useful to determine if an automatic voice messaging capability (“AVMC”) or a live human answered the call. In other embodiments, the call pickup time is used to generate a call pickup time weighting factor that is used to supplement the analysis of the initial audio greeting after the call has been answered to determine whether an AVMC or live person answered the call. The analysis can be used to determine whether the AVMC is an answering machine or a voice mail service.

Abstract: Voice command recognition with dialect translation is disclosed. User voice input can be translated to a standard voice pattern using a dialect translation unit. A control command can then be generated based on the translated user voice input. In certain embodiments, the voice command recognition system with dialect translation can be implemented in a driving apparatus. In those embodiments, various control commands to control the driving apparatus can be generated by a user with a dialect input. The generated voice control commands for the driving apparatus can include starting the driving apparatus, turning on/off A/C unit, controlling the A/C unit, turning on/off entertainment system, controlling the entertainment system, turning on/off certain safety features, turning on/off certain driving features, adjusting seat, adjusting steering wheel, taking a picture of surroundings and/or any other control commands that can control various functions of the driving apparatus.

Abstract: An invite aggregation, storage and optimization system preserves/enhances users' social capital by increasing the probability of user invite acceptance over a set of potential users given a set of current users.

Abstract: A system, method, and computer readable medium for abbreviated dialing in a femtocell network is provided. A user having authorized access to the femtocell network may dial another authorized user using an abbreviated code. On receipt of the call request, a femtocell system may evaluate the destination number to determine if it is an abbreviated code. If the dialed number is not an abbreviated code, the femtocell system may direct the call request to the telecommunication core network for processing thereby. If the dialed number is evaluated by the femtocell system as an abbreviated code, the femtocell system may direct the call request to an on-site PBX for call handling. If the abbreviated code is a valid code and the dialed user equipment is currently in the femtocell network service area, the PBX may then complete the call setup within the femtocell network.

Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). In particular, the campaign strategy manager enables the user to make changes to the current strategy as a sub-campaign is running through a particular list.

Abstract: A system and method for aggregating a customer's anonymous online experience and associating it to the customer once the customer is known. A server monitors and aggregates data on anonymous interactions between a customer and a website. The collected data is stored in a data store in association with a code. The server detects occurrence of a trigger event as the data is collected, and the code is provided to the customer in response to detecting the trigger event. When the customer presents the code at the retail store, a retail store device sends a message including the code to the server. The retail store device also provides other identification information of the customer. The server may then associate the anonymous data to customer based on the identification information.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, receiving a request for a voice call at a mobile switching center server, transmitting a mapping query from the mobile switching center server to a database in response to the request for the voice call, route the request from the mobile switching center server to an internet protocol multimedia subsystem for facilitating establishing the voice call when the mapping query is successful in obtaining an internet protocol address for establishing the voice call with a recipient communication device, and routing the request from the mobile switching center server to a second server for facilitating establishing the voice call without routing the request to the internet protocol multimedia subsystem when the mapping query is not successful in obtaining the internet protocol address. Other embodiments are disclosed.

Abstract: In a navigation device in accordance with the invention, user profiles may be stored and used to navigate a user who may be driving in a vehicle, on foot, or in other mode of transportation. Each user profile corresponds to one of the user's personae. For example, the user business profile corresponding to the user's business persona may be different from the user personal profile corresponding to the user's personal persona. For instance, the user business profile may include fine-dining type restaurants for business meetings while the user personal profile may instead include fast-food type restaurants for personal dining. The inventive navigation device provides the user with a navigated route, together with information concerning the favorite facilities and events surrounding the navigated route, which satisfy the preferences in a selected user profile. In accordance with an aspect of the invention, blockages may also be established using the device to avoid selected areas, e.g.

Abstract: A remote sensing device, system and method is described. The remote sensing device includes an enclosure, a smartphone, and a separate microcontroller. The smartphone is disposed within the enclosure. The separate microcontroller is communicatively coupled to the smartphone. The separate microcontroller includes a power management module, a microcontroller processor, and a wireless sensor network. The power management module is electrically coupled to an auxiliary battery that powers the smartphone. The separate microcontroller is communicatively coupled to smartphone and the separate microcontroller controls the power management module. The wireless sensor network includes a wireless communication interface that is different from the smartphone wireless communication interface. The remote sensing system includes a remote sensing component, a network module such as a web application server, and a database.

Abstract: Systems and methods are disclosed for calling desired contacts using a standalone smartphone or other portable device, selecting and using contact information from a customer relationship management (CRM) system, and automatically updating the CRM system with the outcome of each conversation. In addition, systems and methods are disclosed for automatically integrating an automated calling system with a customer relationship management system, contact management system, and/or task management system, so that historical information stored concerning past contact activity and automated calling sessions relating to contacts is automatically updated in the customer relationship management system, contact management system, and/or task management system.

Abstract: A method of identifying a contact in a communication system using voice input, the method comprising: receiving an input string of characters, the input string representing a contact and being normally unpronounceable by a human voice when spoken literally; performing at least one transforming step to transform at least one character of the input string to thereby generate a pronounceable name for the contact; and outputting the pronounceable name for use in establishing a communication event with the contact using voice input.

Abstract: A system comprising a processor and a memory storing instructions that, when executed, cause the system to receive a phone number; generate a canonical representation of the phone number; compute a correlation analysis between the canonical representation of the phone number and a contacts database; identify at least one contact in the contacts database based on the correlation analysis; select data associated with the at least one contact; and populate information associated with the at least one contact based on the selected data for display to a user.

Abstract: A method for guaranteeing control traffic throughput in an in-band network configured for delivering control and data traffic, and considering both local and global views of the communication network. The method includes determining an initial configuration for forwarding first control traffic from the packet forwarding device, wherein the initial configuration comprises a first in-band queue for receiving the first control traffic that is delivered over the control path to the controller via a port in the packet forwarding device, and a first bandwidth reserved for the first queue. The method includes performing handshaking with the controller by sending a request to the controller confirming the initial configuration using a network control protocol, and receiving a response from the controller in association with the request. The method includes confirming or modifying the initial configuration based on the response.

Abstract: In cases where a user of a social network has lost access to one or more email addresses on file with the social network, the social network may confirm an identity of the user before issuing a new password. The social network may confirm the identity of the user by prompting the user to correctly identify pictures of members of the social network that are connected to the user, selecting or receiving a selection of a plurality of trustees (e.g., members of the social network who are connected to the user), prompting the trustees to confirm with the user that the user has lost the access, and receiving notification that at least a specified number of the trustees have confirmed with the user that the user has lost the access. After the social network confirms the identity, the social network may provide a new password to the user.

Abstract: In an electronic device, a method includes analyzing help information associated with a software application to identify a sequence of manipulations of viewable elements associated with an instance of an operation by the software application. The method further includes generating a voice command set based on the sequence of manipulations of viewable elements and storing the voice command set. The method further includes receiving voice input from a user, determining the voice input represents a voice command of the voice command set, and performing an emulated manipulation sequence of viewable elements based on the voice command to actuate an instance of the operation by the software application, the emulated manipulation sequence based on the sequence of manipulations of viewable elements.

Abstract: Methods, systems, and computer program products for creating a personalized, automated, receptionist are provided herein. A method for providing an automated receptionist for a host user includes obtaining one or more images of a work environment of the host user; processing the one or more images to determine if a visitor is present in the work environment; and if the visitor is determined to be present in the work environment, notifying the host user that the visitor is present in the work environment, wherein at least one of the steps are performed by at least one hardware device. The method may be initiated, for example, when the host user is not present in the work environment. The automated receptionist can optionally (i) provide a greeting to the visitor; (ii) enable communication between the visitor and the host user; and/or (iii) provide one or more information items to the visitor when the host user is not present.

Abstract: Methods and systems are provided for the management, routing and reporting of toll-free telecommunications calls and data. Methods and systems are provided for pre-populating a call routing template based on natural language inputs and populating telecommunications routing codes at nodes of a call routing decision tree to generate a call routing template that may be identified and presented to a user interface based at least in part on a natural language input.

Abstract: A system and method of generating at least two distinctive auditory alerts upon receiving a transmission or telephone call at a device is described. Data indicative of a first plurality of sounds corresponding to a user of a device configured to receive the transmission or telephone call is accessed, such as from a memory. The first plurality of sounds is played at the device so as to identify a received transmission or telephone call being directed to the user. A telephone number, subscriber name or identifier associated with a transmitting or calling party of the transmission or telephone call is accessed. Data indicative of a second plurality of sounds designating the transmitting or calling party based on the subscriber name, telephone number or identifier is retrieved, such as from a data structure, and the second plurality of sounds is played at the device so as to identify the transmitting or calling party.

Abstract: Methods, systems, and computer program products for creating a personalized, automated receptionist are provided herein. A method for providing an automated receptionist for a host user includes obtaining one or more images of a work environment of the host user; processing the one or more images to determine if at least one visitor is present in the work environment; and if the at least one visitor is determined to be present in the work environment, notifying the host user that the at least one visitor is present in the work environment, wherein at least one of the steps are performed by at least one hardware device. The method may be initiated, for example, when the host user is not present in the work environment. The automated receptionist can optionally (i) provide a greeting to the at least one visitor; (ii) enable communication between the at least one visitor and the host user; and/or (iii) provide one or more information items to the at least one visitor when the host user is not present.

Abstract: A system and method include a customer engagement platform of an enterprise. The customer engagement platform is configured to connect with an audience computer and provide to the audience computer contact information associated with a marketing attribution. The marketing attribution accompanies an impression served to the audience computer. The impression and marketing attribution associated with the contact information are sent to the customer engagement platform during an interaction with the enterprise.

Abstract: A web-based solution through which business entities create and manage communications campaigns, such as campaigns that afford target recipients an opportunity to be connected to a third party call center. A web interface is provided to enable a business entity customer to create a set of one or more rules that, when triggered during the campaign, cause the solution to take certain control actions in real-time, based on campaign performance. Preferably, this campaign performance is measured indirectly, i.e. without requiring a direct connection to an on-premises call center ACD. The interface provides the business entity customer with a convenient and easy-to-use display that identifies any rule that has been (or may be getting ready to be) triggered, together with a then current status of the campaign. The system takes a control action (e.g., campaign suspension, adjusting an outbound call rate, or the like) when a customer-configurable rule is triggered.

Abstract: Each of a plurality of data packets that is received on a network switch can be associated with a corresponding event record that identifies one or more flow table rules for that data packet. A plurality of event records, which individually can correspond to one or more of the data packets, is transmitted to a programmable resource for use in controlling a Software Defined Network.

Abstract: A communication system, method, and components are described. Specifically, a communication system having the ability to accommodate communication preferences for multiple users sharing a common line appearance is described. An application sequence can be determined and invoked based on communication preferences of the multiple users sharing a common line appearance.

Abstract: A communication terminal (1) in accordance with the present invention includes a controlling section (12) for, when a touch operation to a key of a numeric keypad (22) in which each key is associated with a plurality of pieces of called party identifying information is detected, causing a plurality of pieces of called party identifying information that are associated with the key to be displayed, and, when a condition is detected in which one of the plurality of pieces of called party identifying information is selected, setting as a to-be-called phone number a phone number identified by the one of the plurality of pieces of called party identifying information.

Abstract: A method of upgrading the software of a terminal of a telecommunication network, in particular a wired video telephone, includes the steps of periodically sending a first signal from the terminal to a service center via an intelligent network, the first signal including a service access code containing information related to the current software version installed on the terminal; checking, in a data base containing information on the different software versions available in the service center, if the current software version corresponds to a correct software version; sending from the service center to the terminal a second signal, in the form of a DTMF sequence, indicative of the result of the step of checking; possibly displaying a message on the terminal to inform the user that the software has to be upgraded; and remotely downloading the software.

Abstract: A method and system for notification in a palm-sized computer system. Specifically, the present invention discloses an Attention Manager that manages application demand for a user's attention. The Attention Manager receives multiple attention requests from varying applications. With each new attention request received that indicates a record needs a user's attention, the Attention Manager stores the request in memory and determines if are other outstanding attention requests that have not been cleared. Depending on number of outstanding requests, the Attention Manager sends a request for record information in list or detail format. If there are multiple outstanding attention requests, the Attention Manager displays a notification dialog in a list format. If there is only one outstanding attention request, the Attention Manager displays the notification dialog in detail format. Additionally, a simple user interface to navigate to the application and record entry requiring attention is provided.

Abstract: Methods and apparatuses to provide telephonic connections to members of a social network. One embodiment includes: identifying a first member connected to a second member in a social network; determining whether profile data of the first member of the social network includes a telephonic reference of the first member; presenting a user interface element to the second member over a data communication network in response to a determination that the profile data of the first member includes the telephonic reference of the first member; and responsive to a selection of the user interface element, initiating a first telephonic connection to the first member using the telephonic reference of the first member and a second telephonic connection to the second member to provide a telephonic connection between the first member and the second member.

Abstract: Embodiments of the present invention are directed to a communication system that provides various automated operations, including searches of public and private resources for third party information, performance of operations to assist a user in response to keyword identification in an audio, text or video stream, and speed dial updates based on calling frequencies to various telephone numbers.

Abstract: In one embodiment, a method is provided for returning missed phone calls. In this method, a missed phone call is detected and a phone number associated with the missed phone call is identified. A physical button located on an apparatus is assigned to the phone number. An indication that the missed phone call is associated with the physical button is initiated and after which, a single selection of the physical button is detected. A phone call to the phone number is then initiated in response to the detection of the single selection.

Abstract: The community service system contains a community module, a residential module data-linked with a community module, a client device data-linked with the residential module, and a service provider module delivering advertisement fee and service information to the community module. The service access device contains a provider unit and a single-click dialing unit corresponding to the provider unit. A user can use a client device to link with the residential module, look up required services, select a desired provider unit, and activate a single-click dialing unit to dial the service provider. As such, the present invention achieves easy operation, fast synchronization, convenient search, and speedy dialing for e-management of a community.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for selecting a first telephone number associated with an account for a targeted party and dialing the first telephone number to place an outbound call to the party. Accordingly, in particular embodiments, the first telephone number may be dialed to place a subsequent call after a first predetermined period of time as a result of detecting a busy signal for the initial call. Likewise, in particular embodiments, the first telephone number may be dialed to place a subsequent call after a second predetermined period of time as a result of detecting an automated answering device for the initial call. Furthermore, in particular embodiments, a second telephone number associated with the account for the party may be selected and dialed to place a subsequent call as a result of detecting a no-answer condition for the initial call.

Abstract: A system and method for providing PBX-like functionality at a mobile location includes the capability of maintaining a network session with a mobile number associated with a remote worker. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch. A remotely located individual (such as a telecommuter) “logs in” to the remote office platform and, once the individual is authenticated, PBX-like communication with the mobile device is established. If the device is a computer-enabled device and includes a display, the platform can enable a graphical user interface emulating a PBX station set to the device. Alternatively, the remote worker can enter either spoken commands or series of DTMF sequences to utilize the PBX-like features. For these applications, the remote office platform includes a speech recognition module and a translation table for converting a sequence of DTMF tones into a PBX-like call feature (e.g., transfer, hold, mute, etc.).

Abstract: A method for initiating a communication in a mobile terminal, and a mobile terminal apparatus to perform the method, are provided. The method includes determining whether the mobile terminal has entered a shortcut mode, if the mobile terminal has entered the shortcut mode, searching a phone book for shortcut numbers, which consist of a predefined number of digits and start with an input number, obtaining phone book information corresponding to the shortcut numbers that were found in the phone book and displaying the shortcut numbers and their associated phone book information, and if any one of the displayed shortcut numbers and their associated phone book information is selected, initiating a communication using the selected phone book information or shortcut number.

Abstract: Systems, methods, and a computer-readable storage media for placing a plurality of calls with a common message to a plurality of subscribers are provided. The systems, methods, and a computer-readable storage media include receiving an instruction to place the plurality of calls with the common message to the plurality of subscribers. The instruction includes call information that identifies the plurality of subscribers. One of the plurality of auto-dialers for placing each of the plurality of calls based on the call information is determined, and an instruction is transmitted to each of the plurality of auto-dialers based on results of the determination. The plurality of auto-dialers places the plurality of calls to the plurality of subscribers based on the instruction transmitted to each of the plurality of auto-dialers.

Abstract: A computerized method and system for compiling electronic identifiers is provided. In one embodiment a computer-based engine is provided that includes a processor and two communication gateways. The first communication gateway connects to a plurality of first-type communication devices. The second communication gateway connects to a plurality of second-type communication devices. The processor is configured to randomly connect to at least one of the first-type communication devices and receive input representing an address of at least one of the second-type communication devices.

Abstract: A method for accessing and interacting with an interactive telecommunications service system according to one embodiment can include activating a programming mode, and entering a plurality of keystrokes to create a keyed sequence where the keyed sequence can include a telephone number and a menu response sequence. The menu response sequence can control the menu driven portion of the telecom service system after the device is connected via a telecommunications network. The keyed sequence can include delays between each of the plurality of keystrokes. The delays can be recorded and a session identifier can also be recorded. The keyed sequence can be associated with the delays and the session identifier in response to the activated programming mode. Access to the service and results from a service request can be automated.

Abstract: A method of assigning contacts to a speed dial function. The method can include identifying contacts that are candidates to be assigned to the speed dial function on a communication device. The method also can include identifying a geographic distance between each of the identified candidates and the communication device. The method further can include, via a processor, assigning a first of the identified candidates that is closest to the communication device to a first speed dial indicator, and assigning a second of the identified candidates that is next closest to the communication device to a second speed dial indicator.

Abstract: A system and method are provided for automatic correction of numeric input, such as telephone numbers. The communications device configured to perform automatic correction can receive a numeric input string indicating a numerical address with which to initiate a communication, and compare the numeric input string to a database of known valid numerical addresses. Then, upon determining that the numeric input string has no match within the database of known valid numerical addresses, the communications device can identify a known valid numerical address that is within a threshold similarity to the numeric input string, and correct the numeric input string. The communications device can initiate communication using the corrected numeric input string. Also set forth herein are a system and method for automatic completion of partially entered numerical addresses.

Abstract: A call management device is connected between a standard push button telephone, rotary dial telephone, or other communication device and a public telephone network, and it operates to place (dial) calls on the public telephone network. The call management device maintains a telephone book that can be used to look up a phone number by name. A caller, using their telephone's keypad or rotary dial, can either dial a phone number in the normal fashion or they can dial-by-name from the telephone book.

Abstract: A call management device is connected between a standard push button or rotary dial telephone and a public telephone network, and it operates to place (dial) calls on the public telephone network. The call management device maintains a telephone book that can be used to look up a phone number by name. A caller, using their telephone's keypad or rotary dial, can either dial a phone number in the normal fashion or they can dial by name from the telephone book.

Abstract: A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.