Abstract: According to one embodiment, a classification apparatus includes the following elements. The target log extraction unit extracts a set of dialogue logs for a dialogue from dialogue logs for dialogues between a user and an interactive system, the dialogue including a first speech and a second speech of the user, the set of dialogue logs including information indicative of a classification used for a search performed by the interactive system based on the first speech, information indicative of a failure in the first search, and data acquired as a result of a search performed by the interactive system based on the second speech. The classification relation generator generates a classification relation in which the classification is associated with the data.

Abstract: A virtual assistant application, system, and service that interacts with a caller over a telephone, cellular, or VoIP network as the called party's representative when the called party is unavailable, providing answers to queries and performing commands that were provisioned by the called party. The application includes a telephony interface, speech recognition and synthesis, a dialog manager, and knowledge domain. The application can also be configured to interact with a sender of SMS, MMS, or IM messages.

Abstract: Methods, systems, and products enable a healthcare facility or server to process incoming communications. When a communication is received, the time and a recipient's address may be compared to a schedule of procedures. The recipient's address may be associated with a patient or with medical personnel, such as a physician or nurse. If the time and/or the recipient's address correspond to an entry in the schedule of procedures, then an alternate destination may be chosen for the communication.

Abstract: A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms may be defined to indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.

Abstract: A method of determining and an apparatus for displaying, for an organization, a relationship rank between a first party and a second party. A customer relationship management score, a telephone call score, and an e-mail score for the first party relative to the second party may be calculated using a computer system. The customer relationship management score, the telephone call score, and the e-mail score may be calculated using data for the first party and the second party stored in databases. A relationship score for the first party relative to the second party may be calculated using the customer relationship management score, the telephone call score, and the e-mail score. A relationship rank may be calculated for the first party relative to the second party using a computer system. The relationship rank for the first party relative to the second party may be an indication of the strength of the first party's relationship to the second party. The relationship rank may be based on the relationship score.

Abstract: A contact center dialing a telephone number to a destination party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms may be defined to indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.

Abstract: A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services may include, e.g., private directory and calendar data synchronization, identity pre-validation, etc. To personalize the services, at least one profile record associated with the user which may specify, among others, the devices used by the user to communicate with the information/call center, and preferred information/call center to which an information assistance call is routed. Accordingly, services and service features provided to the user may be tailored for use with the specified devices. Security measures may also be instituted in the profile record to restrict use of certain services and service features.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

Abstract: A method for providing directory assistance includes receiving a communication from a requestor for a desired contact listing and retrieving a requester profile relating to the requester where the profile including a calling history of the requester. At least one listing is retrieved in response to the communication for a desired contact listing, where the retrieving of the desired listing includes reviewing the calling history of the requester and including, among the at least one retrieved response, a predictive listing.

Abstract: Systems and methods for providing distributed call control are provided. In exemplary embodiments, a communication user interface is provided on a client device associated with an individual. The communication user interface comprises a plurality of selectable communication control operations configured to provide control over communications of users within an enterprise. A selection of one of the plurality of communication control operations is received from the individual. Permissions associated with the individual are reviewed to determine if the individual is allowed to perform the communication control operation. If the individual is allowed, the communication control operation is performed. If the individual is not allowed, a denial indicator may be provided.

Abstract: A system and method for controlling calls in a vehicle during an emergency situation that includes identifying an emergency situation and placing a voice call or a data call to the vehicle in response to the emergency situation. If the placed call cannot be connected because the vehicle has another call in progress, then an SMS message is sent to the vehicle which contains a command used by the vehicle to interrupt the in-progress call. This enables a call center or public safety personnel to obtain remote access in emergency situations, such as when the vehicle location needs to be determined or an occupant of the vehicle is contacted.

Abstract: Directory assistance provides telephone number look up services to callers based on the business or caller name as listed in a telephone directory. As such, directory assistance in the prior art provides a value-added service to telephone users and an expense that must be charged back to telephone subscribers or absorbed by telephone carriers. The present invention provides a method and system whereby directory assistance is enhanced to deliver a targeted advertising service to telephone listing owners and advertisers. The enhanced directory assistance (EDA) service of the present invention becomes an additional revenue source for carriers. The present invention also provides a method and system for dynamically ordering these directory listings and tracking subsequent telephone referrals.

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: In an information/call center where calls are received, requesting information concerning entities, goods and services, directions to a given destination, etc., data is collected in processing such calls. In accordance with the invention, the collected data is analyzed to generate dynamic data to supplement and/or improve the traditional databases, typically searched by an operator for responses to the information requests. In providing a public information assistance service, such dynamic data may concern, e.g., the most popular movies, restaurants, requested categories, etc. In providing a personalized information assistance service, such dynamic data may concern, e.g., previous telephone connections made for a subscriber, the most popular telephone connections requested by a subscriber, etc. In addition, based on the past search behavior, “fuzzy” logic is developed for correlating between search terms.

Abstract: A method and an apparatus to disambiguate requests are presented. In one embodiment, the method includes receiving a request for information from a user. Then data is retrieved from a back-end database in response to the request. Based on a predetermined configuration of a disambiguation system and the data retrieved, the ambiguity within the request is dynamically resolved.

Abstract: A communication assistance system provides access to information corresponding to a plurality of subscribers. The system includes a means for receiving incoming communications from a plurality of requesters desiring to access the information corresponding to subscribers and a database directory listing storing information corresponding to each one of the subscribers. The information includes a pre-announcement field containing information indicating whether a requester is pre-announced before a connection to a subscriber is made.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

Abstract: A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing individual listing information items on a restrictive basis, caller identification service, etc. To personalize the services, at least one profile record associated with the user is used which specifies the subscribed services and the preferred ways of receiving information. For example, the profile may specify use of a special skilled operator, personal interests, methods of delivery of targeted information to the user, etc.

Abstract: A method for exploitation of location proximity to derive a location of an employee in a corporation utilizing instant messaging or automatic telephone calls is provided. A search request for a location of an employee is received. A look up of coworkers of the employee in a corporate database is performed. A list of neighbors of the employee is extracted from the coworkers, and the list of neighbors of the employee is generated in accordance with the proximity of neighbors in the list of neighbors to a workspace of the employee. The list of neighbors is presented, in response to the search request. The list of neighbors is polled to locate the employee via instant messaging and/or automatic telephone calls. The location of the employee is received, in response to polling the list of neighbors. The neighbors are alerted that the employee has been located.

Abstract: A method and system for allowing a calling party to save information obtained from an information retrieval system. The caller may select options to save the information to a memory location, e.g., the caller's own network-based voice mail system or a temporary voice mailbox provided for the caller by the information provider, from which the caller can subsequently retrieve and review the information. The information may be saved to an Internet-based website from which the caller may subsequently retrieve the information. The information may be forwarded to a separate telephone directory number for receipt by a third person or for storing on a remote voice mail system. Additionally, the information may be electronically mailed to the caller's electronic mail address for subsequent retrieval. Discussions with a live attendant may be recorded and stored, as audio files or as converted to text, for access by or delivery to the 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: A method and system for providing a telephone caller information assistance such as driving directions from a starting location to a destination location. To obtain information assistance, the caller places a telephone call to access the system. If the geographical location of the caller can be determined by an automatic location identification system it is displayed on an operator console where the caller's request is transferred to be handled by a live operator. The operator receives the caller's destination request and queries the system for the street route driving instructions to the requested destination. After obtaining the street route driving instructions, the call can be transferred to an audio box having an interactive user interface capable of replaying the desired information to the caller. In an illustrative embodiment, the interactive user interface is capable providing functions to stop, start, pause, and replay the information to the caller.

Abstract: Queue callback systems and methods handle scheduled callbacks to requesters in the absence of resources by providing a pre-established message soliciting the establishment of an alternate callback. Non-callback options can also be presented to the respective requester. Agents can also be organized in a plurality of queues, each of a selected size, to more effectively use callback resources.

Abstract: A method and system of mass multimedia messaging in a system having a service provider and a plurality of subscriber communication terminals supported by the service provider, wherein at least some of the subscriber terminals have different messaging capabilities and different message format requirements. The method includes adaptation and handling of a mass multimedia message, and mass multimedia message notification. The system uses a retrieval platform and a processing platform. The retrieval platform generates a unique message identifier for the mass multimedia message, and pre-adapts the message into adapted content messages for the terminal types supported by the service provider. The processing platform formats message notifications for the subscriber terminals based on each terminal's messaging capabilities, with each notification containing the unique message identifier.

Abstract: Directory assistance provides telephone number look up services to callers based on the business or caller name as listed in a telephone directory. As such, directory assistance in the prior art provides a value-added service to telephone users and an expense that must be charged back to telephone subscribers or absorbed by telephone carriers. The present invention provides a method and system whereby directory assistance is enhanced to deliver a targeted advertising service to telephone listing owners and advertisers. The enhanced directory assistance (EDA) service of the present invention becomes an additional revenue source for carriers. The present invention also provides a method and system for dynamically ordering these directory listings and tracking subsequent telephone referrals.

Abstract: A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing listing information, contacts information, appointments information, etc. To provide effective connectivity, for example, when a user locates a phone number in his/her private directory using a web browser, the user may utilize a direct connect feature of the invention to initiate a phone call to the desired number over the Internet. In addition, the invention allows for delivery of the appointments information to the user not only via voice connection, but also SMS, email, facsimile, PDA, etc. It also allows for rendering a calendaring service in combination with such services as a TeleConcierge® service which helps the user to plan a future event, e.g., making a restaurant reservation.

Abstract: A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing individual listing information items on a restrictive basis, caller identification service, etc. To personalize the services, at least one profile record associated with the user is used which specifies the subscribed services and the preferred ways of receiving information. For example, the profile may specify use of a special skilled operator, personal interests, methods of delivery of targeted information to the user, etc.

Abstract: Voice-activated telephone call connection method and corresponding voice server. According to the invention, the voice server (SV) comprises customised directories (A1, A2, A3, . . . ) associated with voice recognition patterns (M1, M2, M3, . . . ). These directories are continually updated. The request from the user (U1, U2, . . . ) is processed, firstly, by the voice server using the customised directory and, if the request is not successful, secondly, using the public directory (30), with the same dialog.

Abstract: A communication assistance system is provided for accessing information corresponding to a plurality of subscribers. This system is comprised of a telephone switch for receiving calls from a plurality of requesters, a call center for routing each of said received calls to an operator terminal, and a first database configured to store said information corresponding to each of said subscribers.

Abstract: The invention concerns a method for supporting the communication of information via a communications system, as well as a service unit, an electronic agent, software products and servers for supporting the communication of information via a communications system which comprises communications networks of two or more network operators. The service unit passes a request for the communication of information to two or more electronic agents which interact with the service unit within the framework of a virtual electronic marketplace for information communication. The service unit prompts the electronic agents, once or several times, through interaction within the framework of the electronic marketplace for information, to submit offers for the execution of the requested communication of information.

Abstract: An information providing system for vehicles includes: a first information center; a second information center; and an on-vehicle apparatus. The first information center includes a voice line to be used by an operator, an information search device that executes a search for facility information from a telephone directory data recording device, and a data transmission device that transmits the facility information obtained through the search executed by the information search device. The second information center includes a position search device that executes a search for position data corresponding to the facility information transmitted from the first information center, from a position data recording device, and a data line. The on-vehicle apparatus includes a communication device that obtains the facility information provided as a voice message from the first information center via the voice line and obtains the position data from the second information center via the data line.

Abstract: The present invention enhances directory assistance automation by searching traditional directory assistance databases with independent listing and locality queries. Initially, a caller's speech responses from a directory assistance inquiry are individually converted to independent listing and locality search queries. The listing and locality queries are determined by processing the caller's speech responses using a defined speech recognition grammar. The listing and locality queries are used to search a directory assistance database. Once the listing results are returned from the directory assistance database, the records in the listing results are analyzed to select a number for the caller's directory assistance request.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

Abstract: Methods and systems are provided that can automatically facilitate busy line validation (BLV) and emergency interrupt (EI) services with the aid of various sensors and systems that can automatically determine the status of a given phone-line, and further provide a menu of services to a calling party. A calling party that encounters a busy signal during an attempt to call a called party can validate the status of the called line without the intervention of a human operator. If the called line is currently used for a voice conversation, as opposed to a modem or facsimile call, then the calling party can optionally interrupt the ongoing conversation with the permission of the called party.

Abstract: An enhanced services system for a telecommunications network includes operator equipment accessible by an operator, and a routing system for routing a call from a caller to the operator equipment. The caller may access e-mail creation and delivery service and/or interpreter services. A method of sending an electronic message includes routing a call from a caller to operator equipment using a routing system, inputting information provided by the caller into the operator equipment to create an electronic message, and sending the electronic message to at least one recipient. A method of translating a telephone conversation includes providing a routing system to connect to operator equipment a call from a caller, routing the call to the operator equipment using the routing system to enable communications between at least the caller and a bilingual operator, and translating at least a portion of the conversation between the caller and a third party.

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: In an information assistance system, when a first party calls the service to request a communications number (i.e., phone number) of a second party, an indicator of the second party, such as the second party's name, is inserted into an event record to be provided to a billing platform. The indicator may also be the second party's address, instead of or along with the second party's name. The name may thereby be readily provided in a bill for the call. In a carrier network, the name of a second party called by a first party is inserted in an event record, so that the second party's name may be included in a bill for the call. The name may be determined by submitting the second party's communications number, which may be derived from call set up signals, to a database correlating communications numbers with corresponding parties' names. This may take place while the communication is being connected. Methods and systems are disclosed.

Abstract: A communication assistance system is provided having a first database with a plurality of listings, each listing having at least one contact name and a corresponding contact number. A switching device receives calls from a plurality of users desiring to access the listings and an operator terminal receives the communication from the switching device and retrieves a listing from the first database. A first route is provided for handling telephone communications between the operator terminal and the user and a second route is provided with an out-of band processor for receiving information corresponding to call completion information and to provide call completion data to the switching device for completing the call between the user and the requested listing.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.

Abstract: A system includes a plurality of communication devices and a telephony exchange system. The telephony exchange system is adapted to communicate with the plurality of communication devices. The telephony exchange system comprises receiving an alert signal, identifying a plurality of users of the private telephony exchange system, and alerting the identified plurality of users in response to receiving the alert signal.

Abstract: A system and method to connect a caller to a callee through the services of an operator, the method comprising: connecting the caller to the operator through an origination switch; connecting the operator to the callee through a destination switch; sending a release message to the destination switch with a request for a callee address; receiving the address at the operator; sending a release message to the origination switch with the callee address; and connecting the callee with the caller by utilizing the callee address. The method can also include putting the callee on hold at the destination switch and sending the callee address from the destination switch. The method can also include putting the caller on hold at the origination switch while receiving the callee address from the operator. The operator can be an automated operator, a manual operator, or a private branch exchange, for example. The network can be an asynchronous transfer mode network and, or an Internet Protocol network, for example.

Abstract: A telephone network capable of handling directory assistance calls includes a switch, connection circuitry coupled between the switch and a directory assistance center, and call origination circuitry. In response to receipt of a incoming directory assistance call from the switch, the connection circuitry connects the incoming directory assistance call to the directory assistance center. Following receipt of a requested telephone number from the directory assistance center, the call origination circuitry originates an extension call to the requested telephone number on the public telephone network and transmits, in conjunction with the extension call, at least a billing identifier captured from the incoming directory assistance call. In this manner, the switch is able to automatically associate the extension call with the billing identifier captured from the incoming directory assistance call.

Abstract: A system and method for providing communication assistance service based call alerting to an on-line data network user who has not pre-subscribed for automated data network call notification service, and connecting an incoming call at the on-line user's request. Initially, a Trunk Offering feature request or a call completion request to an on-line data network user is received at a voice network operator position system manned by either a live or automated communication assistance service entity, and which runs a service package application software program. The caller is prompted for caller information and a call alert charging strategy is established. The communication assistance service entity then requests that the on-line user be notified of the call request via the data network. After the online user is determined to be available for call alerting, the call alert charging strategy is implemented.

Abstract: A system for implementing a telecommunication number processing technique is disclosed. The deployed system, e.g. a call center, comprises a CT server and a telecommunication switch. The deployed system can further comprise a computer network. The CT server receives a telecommunication number input from a telecommunication switch or the computer network. The telecommunication number input represents a telecommunication number to dial a telecommunication call to a telecommunication subscriber located within the system, or an external telephone. In response to the telecommunication number input, the CT server provides a standardized number corresponding to the telecommunication number input. The CT server subsequently provides a dial plan corresponding to the standardized number. The dial plan includes a dial string, a dial group, and a dialing classification.

Abstract: Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help.