Abstract: A communication assistance system for providing access to information corresponding to a plurality of subscribers includes a telephone switch for receiving calls from a plurality of requesters desiring to access the subscriber information. A listing database is configured to store the subscriber information including a field containing wireless phone numbers of a desired portion of the subscribers and a connect field that stores information instructing the system as to whether to mask the subscriber's wireless phone number to the requester, such that during a process that the requester is being connected to a desired subscriber, the connect field is examined to determine whether to disclose the subscriber's wireless phone number to the requester.

Abstract: A communication assistance system includes a database having a plurality of listings therein, each of the listings includes a least one contact name and a contact information. A means is provided for receiving incoming communications from a plurality of requesters seeking a listing. A table stores past requested listings of the requesters, where the system reviews the table for storing past requested listings and, based on contents contained in the past requested listing table, develops a list of requesters to target a promotion to, whereupon when a requester who is among the list of requesters contacts the system, they are provided with the promotion.

Abstract: In accordance with the present invention, when a user makes an information assistance call to an information/call center requesting a listing, the user can make arrangements for various services relating to the requested listing in the same call. These services may be presented to an operator as options, and in turn presented to the user for selection. However, the options undesired by the user, based on personal preferences stored in a personal profile, or unsupported by the telephone service to which the user subscribes are not presented to the operator and thus not made available to the user. If the user is interested in any of the available options, the operator accesses the selected option and makes an appropriate arrangement for the underlying service for the user.

Abstract: A telephony system (100) includes a user device (110, 130) configured to enable a user of the telephony system (100) to place and receive telephone calls, and a service node (180, 185) configured to communicate with the user device (110, 130) and to thereby provide the user with an automated voice interface to the telephony system (100) upon the user's initiating access to the telephony system (100) via the user device (110, 130). The automated voice interface permits the user to verbally specify a desired objective corresponding to any one of a number of predefined objectives, the predefined objectives including directory assisted call placement and at least one form of information retrieval. Upon receiving the desired objective from the user, the service node (180, 185) acts to implement the desired objective.

Abstract: A method of semi-supervised synonym inference for a call handling application, such as automated directory assistance or call routing, is described. In one embodiment the method comprises examining a database of caller interaction results from a directory assistance system that includes an automated directory assistance engine, detecting a specified characteristic in the caller interaction results, and using the detected characteristic to automatically train a destination map, where the destination map is for use by the automated directory assistance engine in automatically mapping human speech to a destination. The detecting of the specified characteristic in the caller interaction results may include a statistical analysis of the caller interaction results for each of one or more speech recognition strings.

Abstract: Embodiments of the technology disclosed herein provides an overall, or holistic view, of an enterprise's interaction with its customers. These embodiments can also provide a holistic view of other types of interactions. In one particular embodiment, a system collects and aggregates information related to user inquiries and/or response generated by different types of response systems. Such an embodiment could collect data about phone response system activities and aggregate that information with data about automated response system activities. Other embodiments collect and aggregate information related to customer information, contact resolutions and other information. Other embodiments of the disclosed technology generate reports based on aggregated information and/or generate recommendations to address problems with the individual response systems or the overall strategy for responding to customer inquiries.

Abstract: An enhanced directory assistance system includes a telephone switch for receiving calls from at least one caller desiring to receive directions. A direction module is configured to receive a desired destination information provided by the caller and the location of the caller. The direction module is further configured to provide directions to the caller based on the destination and the caller location information, where the system maintains a preferred destination listing configured to store a preferred destination information relating to a destination request frequently requested by the caller, such that when the system recognizes the caller, the desired destination is populated directly from the preferred destination information.

Abstract: A telephone call is established between a local telephone (110) associated with a local party and a remote telephone (104) associated with a remote party. The local telephone (110) receives a voice signal from the remote telephone (104) responsive to establishing the telephone call. The voice signal represents directory assistance information, a name, a phone number or directions provided by the remote party. The local telephone (110) stores the voice signal in a memory unit (212) in the local telephone (110) responsive to receiving the voice signal. The local telephone (110) converts the voice signal to a text signal responsive to storing the voice signal. The local telephone (110) stores the text signal in the memory unit (214) in the local telephone (110) responsive to converting the voice signal to a text signal. The local telephone (110) edits the stored text signal in the memory unit responsive to storing the text signal.

Abstract: Systems and methods presented herein include a universal contact server. The universal contact server communicates with a universal contacts database. The universal contact server can retrieve contact information from all the communication devices associated with a use and store the contact information into the single universal contact data base. With the contact information stored in a single location, the user can use any communication device to contact the contact server and retrieve the contact information. In this way, the centrally stored contact information, allows a user to easily locate any contact information the user desires.

Abstract: Connecting a caller with a plurality of destinations using a destination list received from a caller or a designated user. Attempts are made to connect the caller with each of the destinations in the stored destination list, with each attempt including a connectability query to determine whether either the caller or the destination is connectable. Thereafter, the other party is called and offered a connection attempt to the first party. If the second party accepts, a call is made to the first party. If the first party is indeed connectable and answers the call, a connection is established between the two parties. Once the destination list is stored, attempts to connect the caller with each destination can be separately initiated or paused. Furthermore, the stored destination list can be edited even after connection attempts have been initiated.

Abstract: A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

Abstract: An enhanced directory assistance system includes a directory assistance platform configured to receive calls from at least one requester seeking a listing and a listing database, coupled to the directory assistance platform configured to store a plurality of listings. At least one listing has a preferred status. When the requester contacts the directory assistance platform seeking the listing, a customer service representative at the directory assistance platform retrieves listings that meet the requester's search requirement, at least one of which is a listing having a preferred status. The at least one listing having a preferred status is given a more prominent display to the customer service representative than the remaining listings among the plurality of listings that do not have a preferred status.

Abstract: A platform for the delivery of dynamic, interactive audio advertisements played in response to a consumer initiated request for information via a telephone. The platform invention provides advertising supported information services that are related to a geographic location associated with a response to a consumer initiated request. In one specific embodiment, at a customer station, a consumer dials an information access number and is connected to a call processing system. The call processing system receives a request for information from the consumer, and determines a response. The response is then further processed to determine a geographic location associated with the response. An advertisement is then selected that is associated with the geographic location of the response (as opposed to the geographic location specified in request, or as opposed to the geographic location of the consumer, which may not necessarily be the same).

Abstract: The systems and methods for a hybrid telephony service may provide a plurality of user accounts that each user may have a circuit-based telephony service identifier, a packet-based telephony service identifier and a mapping instruction for the user account. The systems and methods for a hybrid telephony service may further provide a service control component to query the user account database to retrieve the mapping instruction for a telephony service identifier.

Abstract: An Advanced Intelligent Network architecture is used by a first telecommunications service provider having an operator services switch to provide enhanced call processing for operator services calls. The calls received at the operator services switch originate from a second telecommunications service provider, and the first telecommunications service provider provides custom services to the subscribers of the second telecommunication service provider. A call received at the operator services switch triggers the switch to query a control point for instructions, which in turn may query an external service parameter database. The control point instructs the switch to temporarily connect the caller to a peripheral resource providing a custom branding announcement to the caller and a menu of options from which the caller may select popular destinations.

Abstract: A method and system of providing a Social Network Service (SNS) interlocking with a phone book of a portable terminal are provided. The method includes searching for an item that corresponds to subscriber information of the SNS, extracting information that corresponds to the searched item from the phone book of the portable terminal, converting the information into a specified data format, transmitting the information to an SNS server, searching for values that coincide with the received information converted into the specified data format, converting the searched values and corresponding SNS IDs into the specified data format, and transmitting the converted values and the corresponding SNS IDs to the portable terminal.

Abstract: Embodiments for generating a sorted integrated directory are described. The sorted integrated directory integrates contacts from disparate directories into a common directory. The formation of the integrated directory includes receiving contacts from multiple directories. The contacts represent or are formed under multiple data structures, with one data structure corresponding to one of the directories. The received contacts are converted into contact objects. The contact objects, each of which represents a contact, all include or are formed under a common data structure. An integrated directory is generated or formed from the contact objects. The integrated directory thus includes a set of contacts of the disparate source directories.

Abstract: A method for operating a directory assistance process adapted to provide a targeted message to incoming callers totally or substantially free of one or more 411-type directory assistance calling charges. The method includes receiving a phone call from an incoming caller and receiving a voice based request for information associated with directory assistance from the caller. The method also includes determining phone number information in response to the request through one or more first databases and identifying a phone number associated with the incoming caller using a caller identification process. The method further includes querying at least one database to ascertain a match between the phone number associated with the incoming caller and at least one of a plurality of identifiers in the at least one database, determining at least one message, transmitting the determined message to the incoming caller, and transmitting the phone number information to the incoming caller.

Abstract: A user may want to search for relevant information and/or conduct a transaction through an information assistance service. During an information assistance call, the user may return to an information assistance provider multiple times to accomplish the task at hand. To continually serve the user effectively, certain search results by previous information assistance providers are retained for the benefit of a future information assistance provider interacting with the user during the same call.

Abstract: Described is a system and method for receiving information for a phone call corresponding to a subscriber, wherein the subscriber is subscribed to at least two services. The information is compared to subscriber information stored in a plurality of subscriber profiles, wherein each profile corresponds to one of the services. The phone call is then handled, when the information matches the subscriber information in one of the profiles, using the service corresponding to the profile.

Abstract: A method is provided for operating a directory assistance system. The method includes the steps of storing a plurality of directory listings, including listings relating to identification of Voice over IP devices. A directory request is received for one of the directory listings and a call completion record is generated for providing information responsive to the directory request. The call completion record includes information relating to at least one of the Voice over IP devices, in a case where the requested information relates to a Voice over IP device. The call completion record includes information relating to a mobile phone device in a case where the requested information relates to a mobile phone device. The call completion record includes information relating to a landline device in a case where the requested information relates to a landline device.

Abstract: A method of providing a caller with a directory assistance dialog. The dialog is configurable, at any level of the dialog, from an automated speech recognition (ASR) dialog to an operator-assisted (OP) dialog. The dialog is handed off to an operator if any level of the speech recognition dialog fails. Also, a configuration switch may be set to cause the dialog to be handed off to an operator even if a response at some level of the ASR dialog is successfully recognized.

Abstract: Communication connectivity via context association is provided by associating targeted subscriber contact information with a key at a subscriber database. At a data center, the keys are associated with unique characteristics or aliases (contexts) of the subscribers, thereby facilitating context searching. A caller initiates a connection to a subscriber by providing a subscriber's context. The context is located and associated key identified. The key is resolved in the subscriber database, and the call routed. Use of the key allows subscriber connectivity without revealing, to the caller or to the data center, sensitive contact information. Through a caller database, call initiation occurs by subscriber alias identification in a caller's communication device; thereby foregoing inclusion of sensitive contact information within the caller's communication device.

Abstract: A subscriber implements and accesses telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The subscriber can create preferences for calls placed to operator assistance.

Abstract: A secret information storing unit stores a common key which is authenticated between the data storing apparatus and a telecommunications apparatus. A data communication unit receives data from the telecommunications apparatus. The data includes an update of a first data item which is downloaded by the telecommunications apparatus from an information provider via a wireless network and encrypted using the common key. A data storage stores the encrypted update of the first data item received at the data communication unit, and further detaches from the data storing apparatus and independently connects directly to the telecommunications apparatus. The data communication unit sends the encrypted update of the first data item stored in the data storage to the telecommunications apparatus in response to a request from the telecommunications apparatus.

Abstract: A method, system and apparatus for on-demand phone number updating. A system for on-demand phone number updating can include a smooth number transition (SNT) call routing table mapping prior telephone numbers to new telephone numbers for corresponding SNT subscribers. The system further can include an SNT processor linked to the SNT routing table and communicatively coupled to switch logic in a PSTN. Finally, the system can include at least one SNT update table indicating whether different callers associated with a particular SNT subscriber have received an update for a new telephone number for the particular SNT subscriber. For instance, the SNT update table can be coupled to the server-side SNT processor, for instance as part of the SNT routing table, or the SNT update table can be disposed in a telephone system for the particular SNT subscriber.

Abstract: A method of operating a telephony system includes connecting a call from a caller to a call processing entity and receiving voice information from the caller during a time period associated with the call. The voice information is processed to provide one or more elements of waveform characteristics associated with the voice information using a first computer process and the one or more elements associated with the voice information are associated to one or more categories of human entities using a second computer process. The one or more categories of the human entities are identified to predict a gender of the caller using a third computer process and one or more advertisements associated with the identified one or more categories are determined.

Abstract: An automated directory assistance platform architecture is provided for at least partial automatic processing of 411 calls from TDM-based telephone networks and from VoIP networks. The architecture includes three layers. One layer is a telephony network interface that accepts information from both TDM and VoIP based DA networks. The telephony layer sequesters the other two layers from the complexities of interacting with different source networks. Another layer is a VoiceXML-based IVR dialog engine that directs information received from the telephony interface. The third layer is an App Server Layer that processes information received from the dialog engine by retrieving information from an internet-accessible database. Calls that cannot be handled completely by automation are handed off to a live operator working in all IP environment.

Abstract: A system for verifying and updating a telephone number. After dialing a telephone number, a contact name and a timestamp in a service provider database is compared with a contact name and a timestamp in a storage device. If the contact name in the service provider database does not match the contact name in the storage device and the timestamp in the service provider database is not more recent than the timestamp in the storage device, a determination is made as to whether the service provider database indicates that a new telephone number is associated with the contact name. If a new telephone number is indicated for the contact name, the service provider database is queried for the new telephone number and the dialed telephone number is routed to the new telephone number. Also, the storage device is updated with the new telephone number.

Abstract: A system for verifying and updating a telephone number across service providers. After dialing a telephone number, a contact name and a timestamp in a central repository is compared with a contact name and a timestamp in a storage device. If the contact name in the central repository does not match the contact name in the storage device and the timestamp in the central repository is not more recent than the timestamp in the storage device, a determination is made as to whether the central repository indicates that a new telephone number is associated with the contact name. If a new telephone number is indicated for the contact name, the central repository is queried for the new telephone number. In response to the new telephone number being found, the dialed telephone number is routed to the new telephone number. Also, the storage device is updated with the new telephone number.

Abstract: A method, system and apparatus for automatic call completion in a directory assistance system in concert with the public switched telephone network (PSTN). In accordance with the present invention, a method for automatic call completion in a directory assistance system can include receiving and processing a directory assistance request from a calling party over the PSTN. An address for the calling party can be retrieved from the PSTN and an address for a telephone number produced by the directory assistance request can be second retrieved from within the directory assistance system. Prospective telephone charges can be computed based upon the retrieved addresses and the calling party can be prompted with the computed prospective charges. Finally, a call can be automatically completed between the calling party and the telephone number.

Abstract: A temporary ENUM architecture assigns a temporary ENUM at call time. For an originated communication requiring routing to a party which needs a particular callback format not supported, the TempENUM provides consistency with the specific format required by the receiving party. The TempENUM is assigned for the duration of the call or communication, or for a given amount of time thereafter. The TempENUM service gateway includes a TempENUM database, a module that assigns a suitable TempENUM at the time of call routing, and a module that handles a lookup in the TempENUM database, and maps the assigned TempENUM to a calling party identifier (CgPID). The TempENUM database stores a TempENUM from a coordinator system and relates the actual calling party identifier (CgPID) for use in callback attempts. Either during the initial call or communication, or shortly thereafter, the receiving party uses the TempENUM number to return communication the initial caller.

Abstract: A telecommunications system includes a front end automation system, an operator services switch, an automated operator, and an automation data server. The front end automation system interacts with a caller in order to recognize a request of the caller and determine a response to the request. The operator services switch, which is inter-operably coupled to the front end automation system, receives a call from the front end automation system, after the front end automation system has recognized the request and has determined the response to the request, and creates billing information relative to the call. The automation data server, which is inter-operably coupled to the front end automation system, passes information about the request and the response from the front end automation system to the automated operator. The automated operator, which is inter-operably coupled to the operator services switch, provides the response to the request to the caller.

Abstract: A communication assistance system has a first database haying a plurality of listings therein, each having at least one contact name and a corresponding contact number. A device is configured to receive a directory assistance communication from a device of a user requesting at least one listing. A past requested listing table for at least one of said users is configured to store prior requested listings obtained from the database, as previously requested by the user.

Abstract: Embodiments for searching multiple directories are described. The searching includes remote searching and local searching. Local searching is performed against the local integrated phonebook on a client device. In contrast, remote searching is performed against one or more directories or directory types of an enterprise server (e.g. corporate directory, etc.). The local directory on the client device therefore effectively functions like a cache of information of one or more of the directories of the enterprise server, where the cache is stored locally on the client device.

Abstract: A method for connecting a telephone call includes receiving, at a server, from a communication terminal, a first message including at least one word corresponding to a name of an individual or an organization, wherein the first message is transmitted using an Internet-compatible protocol; searching for the at least one word in a server database; at the server, comparing the at least one word with domain names stored in the database and, if domain names are found such that at least a part of the domain name matches the word, transmitting to the communication terminal a list of domain names, each domain name including an identifier of an Internet resource; receiving, at the server, a second message containing the domain name selected by the user from the list; identifying a phone number associated with the selected domain name; at the server, transmitting the phone number to the communication terminal; and connecting the communication terminal to the phone number via the communications network.

Abstract: A computing device includes a processing unit and a system memory connected to the processing unit. The system memory includes instructions that, when executed by the processing unit, cause the processing unit to: retrieve a pool of telephone numbers; analyze repeating digits and perform pattern matching for each number in the pool of telephone numbers; associate a memorability score with one or more of the numbers in the pool of telephone numbers; and sort the pool of telephone numbers based on the memorability score to create a sorted list of numbers.

Abstract: Apparatus and methods for providing customer interaction information to a business channel. The apparatus and methods may involve receiving from a first business channel a first customer interaction data structure corresponding to a customer interaction, storing a data object corresponding to the first customer interaction data structure; and providing to a second business channel formatting information corresponding to the first customer interaction data structure. The first and second business channels may thus use independent data structures for storing their customer interaction information in a centralized database. The first and second data structures may view the other's data structures using formatting from the other channel.

Abstract: An electronic telephone directory system is described. Each entry in the directory has summary information, category specific information, and associated categories. The system displays a different view of the category specific information depending on categories associated with an entry. For example, a restaurant may have a detailed view that shows its menu and specials whereas the detailed view for a taxi service shows the company's coverage area. The directory periodically updates using cellular networks but generally operates without an active network connection.

Abstract: A method, system, and computer program product for providing Intelligent Outbound Calling provides enhanced calling services even when the called party is not a customer to such a service. A method for providing calling services may comprise storing contact information for a customer, the contact information comprising information relating to a plurality of contacts associated with the customer and for each contact, a plurality of contact telephone numbers, receiving an indication of a contact selected from among the plurality of contacts, and dialing a plurality of calls to the plurality of contact telephone numbers for the selected contact.

Abstract: In one embodiment, a method for automatically completing a call includes receiving a text message containing a telephone number of a target party, extracting the telephone number from the text message, and providing the telephone number to a telephone switching control.

Abstract: A driver observation system has a plurality of camera modules mounted to an exterior area of a vehicle for providing real time video images on an exterior area of the vehicle. A control mechanism is coupled to the plurality of camera modules to control operation of each of the plurality of camera modules and to switch between different camera modules for viewing. A display system coupled to the control mechanism to show the real time video images. A recording device is coupled to the control mechanism for storing the real time video images.

Abstract: A method of operating a telephony system. The method includes connecting a call from a caller to a call processing entity, receiving voice information from the caller during a time period associated with the call, and processing the voice information to provide one or more elements of waveform characteristics associated with the voice information using a first computer process. The method also includes associating the one or more elements associated with the voice information to one or more categories of human entities using a second computer process and identifying the one or more categories of the human entities to predict an actual entity of the caller using a third computer process. In an embodiment, the actual entity of the caller is a gender of the caller. The method further includes determining one or more messages associated with the identified one or more categories and providing the one or more messages to the caller.

Abstract: A method and apparatus is provided for automatically retrieving and displaying supplemental information about a called party on the CPE of a calling party. When a caller places a call, the number called is used to look up and return to the caller the Universal Resource Locator (URL) of the called party. Application software resident in the caller's CPE uses the URL to retrieve the home page of the called party from the Internet.

Abstract: A method, system and apparatus for automatic call completion in a directory assistance system in concert with the public switched telephone network (PSTN). In accordance with the present invention, a method for automatic call completion in a directory assistance system can include receiving and processing a directory assistance request from a calling party over the PSTN. An address for the calling party can be retrieved from the PSTN and an address for a telephone number produced by the directory assistance request can be second retrieved from within the directory assistance system. Prospective telephone charges can be computed based upon the retrieved addresses and the calling party can be prompted with the computed prospective charges. Finally, a call can be automatically completed between the calling party and the telephone number.

Abstract: A method and system for routing a call based on calling device type is disclosed. In a communication network, an originating switch may receive a call request from a calling device seeking to connect with a dialed number. The originating switch may responsively send into a signaling system a call-setup message that conveys information including a calling device type indicator, such as a serial number of the calling device. A controller may then use the calling device type as a basis to select a destination to which the call should be routed in order to facilitate connecting with the dialed number. The invention can be usefully employed to facilitate routing of customer service calls concerning a calling device.

Abstract: The present invention relates generally to a system and method of managing a Push To Talk (PTT) conversation while the recipient is watching television. PTT messages may be conveyed by an initiator to a recipient through the use of a telephone connected to a network. The network is also connected to either a set top box (STB) or a Digital Video Recorder (DVR). Within the network resides a presence state machine, which determines if a PTT conversation may be initiated. Upon initiation of a PTT conversation the presence state machine may pause the television by a command to the STB or DVR. If the television has been paused, upon termination of the PTT conversation, the presence state machine instructs the STB or DVR to resume television display.

Abstract: Systems and methods for announcing audio calling identification information associated with an incoming communications signal from a calling party to a wireless communications device are disclosed. The invention makes use of a translatable telephone number associated with a wireless communications device of a subscribing customer. The translatable telephone number includes a wireless telephone number of a wireless communications device and also includes an access telephone number that is associated with an access address serviced by a communications network. The wireless communications device is typically serviced by a separate wireless communications network that connects with the communications network over a communications link. The calling party dials the access telephone number and the incoming communications signal is detected, decoded, and processed to generate an audio communication by the communications network.

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: A service providing information assistance may maintain for a subscriber contacts folders comprising private directories of the subscriber, and a personal profile containing the subscriber's preferences. When a user calls the service to attempt to communicate with a desired party through the service, the service can ascertain whether the desired party has a personal profile and/or a contacts folder associated with him/her. If so, the caller is allowed to communicate with the desired party on the terms and conditions defined by the desired party in his/her personal profile and/or contacts folder. For instance, the desired party may have defined therein who should be allowed to contact him/her, when he/she should be contacted, by what communication means, and whether the caller can be told any of the desired party's communication addresses (e.g., telephone number, email address, etc.).