Abstract: Embodiments described herein disclose a caller identification routing device including a main board that comprises a circuit board, a hardware processor affixed to the circuit board, one or more memories in communication with the processor, and a plurality of communication ports in communication with the processor. The plurality of ports includes a first plurality of analog telephone ports, and a second plurality of broadband communication ports. The routing device includes a first enclosure portion configured with three adjacent sides wherein a plurality slots disposed on opposing sides of the first housing portion are configured to slidably engage with the main board, and a second enclosure portion configured with three adjacent sides and a plurality of openings configured to couple with the plurality of communication ports of the main board, wherein the second enclosure portion can slidably engage with the first enclosure portion encasing the main board.

Abstract: A system and method for facilitating contextual communications that includes creating a contextual resource that is initially associated with at least at first communication session; receiving an incoming communication request and establishing a second communication session; associating the second communication session with the contextual resource; setting contextual information of the contextual resource; performing at least one contextual communication action.

Abstract: Certain aspects of the disclosure are directed to contact center management, using a data communications server. According to a specific example, the data communications server includes one or more computer processor circuits coupled to memory circuits and configured to interface with a plurality of remotely-situated client entities. The data communications server may be configured and arranged to monitor a plurality of communications placed to target recipients in a first communications-based campaign of a first client entity among the plurality of remotely-situated client entities, and to determine a disposition of each of the plurality of communications based at least on data received and relating to the plurality of communications.

Abstract: Implementations relate to determination and display of estimated hold durations for calls. In some implementations, a computer-implemented method includes obtaining an identifier of a target entity, the identifier usable by a first call device to initiate a call between the first call device and the target entity. A hold duration is determined that is an estimated amount of time before the call is matched to a human agent when the call is initiated at a particular time that is prospective to a current time. The hold duration is determined based on previous calls between one or more call devices and the target entity. The hold duration is provided for display by the first call device prior to the initiation of the call between the first call device and the target entity.

Abstract: Incoming call signal reception means receives an incoming call signal including a caller number, caller information, and ring type information. Image generation means generates, based on the incoming call signal, a caller information image including at least a portion of the caller information as character information. Telephone dictionary registering means registers the caller number, caller text information, and the caller information image in a telephone dictionary. Incoming call screen display means receives the caller number and acquires the registered caller text information and the caller information image corresponding to the received caller number from the telephone dictionary. Incoming call screen display means displays an incoming call screen including the caller text information and the caller information image.

Abstract: Embodiments for automatically distributing phone call recordings to interested parties generally include associating one or more forwarding criteria with each of one or more interested parties, establishing a phone call from a calling party to a destination number through an institutional phone system, recording the phone call, and, if the phone call satisfies one or more forwarding criteria associated with one or more interested parties, automatically distributing the recording of the phone call to the at least one interested party associated with the satisfied one or more forwarding criteria. Distribution may be by e-mail, by uploading the recording to a website that interested parties (and preferably only interested parties) can access, by queuing the recordings for export to physical media, and/or through a voice mail system. Calls may be selected for distribution based on the caller, the called party, conversation content, call time, or any other suitable criteria.

Abstract: Aspects of this disclosure are directed to a method of routing text messages to subscribers of toll-free numbers using the toll-free exchange. Typically, an originating texter will draft a text message, using, for example, an SMS component of a cellular phone to a toll-free subscriber. In an aspect of the present disclosure, the text message is sent to the originating texter's service provider, which then routes the text message to the toll-free exchange. The toll-free exchange looks up the RESPORG ID associated with the ten-digit toll-free number, and the RESPORG ID is used for text message routing.

Abstract: A method and system of conferencing can include the steps of initiating a conference call at a communication device with two or more communication devices and selecting to suppress a voice communication of at least one communication device on the conference call where a modified electronic signal is generated with the selected at least one communication device so that the voice communication from the selected at least one communication device is inaudible. The method or system further includes sending the modified electronic signal to at least one other communication device on the conference call. Other embodiments are disclosed.

Abstract: The present disclosure provides systems and methods for routing incoming communications, such as calls, to a customer service representative or live agent. Specifically, the present disclosure provides a communication routing platform that can forward calls from multiple phones numbers to one or more call centers or live agents as well while simultaneously forwarding instructions for handling the calls.

Abstract: Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database.

Abstract: Rules created in a computerized sales playbook system are stored in a rules library. Rules can be shared among playbooks, stages, plays, content and other playbook elements. Any playbook element can be associated with one or more rules. Such rules include one or more conditions that trigger the rule. If the conditions are met, then a playbook element is enabled for use by the user. Rules can be selected from the rules library as the playbook is being created. For example, when adding a play or a content item to a play, a user is prompted to add a rule to be associated with the playbook element. If the user adds a rule, an interface is presented allowing the user to select an existing rule from the rules library or create a new rule. If a new rule is created, it is added to the rules library.

Abstract: Systems and methods are described that automatically control modules of dialog systems. The systems and methods include a dialog module that receives and processes utterances from a speaker and outputs data used to generate synthetic speech outputs as responses to the utterances. A controller is coupled to the dialog module, and the controller detects an abnormal output of the dialog module when the dialog module is processing in an automatic mode. The controller comprises a mode control for an agent to control the dialog module by correcting the abnormal output and transferring a corrected output to a downstream dialog module that follows, in a processing path, the dialog module. The corrected output is used in further processing the utterances.

Abstract: A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on information provided by the customer to the call agent. It further includes searching the database optionally for a premises that is either dependent of the customer account or business agreement or that is independent of the customer account or business agreement. It still further includes determining a contract corresponding to the premises and the customer account or business agreement. It also includes a search process that is completely flexible regarding search criteria and sequence. It finally includes dealing with the customer to resolve an issue related to the contract.

Abstract: A method, program product and system for retrieving customer data in a call center environment, includes completing a connection between a customer and a call agent. It also includes searching a database for a customer account or a business agreement based on information provided by the customer to the call agent. It further includes searching the database optionally for a premises that is either dependent of the customer account or business agreement or that is independent of the customer account or business agreement. It still further includes determining a contract corresponding to the premises and the customer account or business agreement. It also includes a search process that is completely flexible regarding search criteria and sequence. It finally includes dealing with the customer to resolve an issue related to the contract.

Abstract: Methods and apparatus for providing operator services to callers in a fully or partially automated manner are disclosed. In addition, the present invention is directed to methods and apparatus for providing new telephone services, e.g., the forwarding of messages to non-published telephone number customers. It is also directed to methods and apparatus that can be used to detect, report and correct operator input errors. Automated, e.g., unmanned, apparatus of the present invention are capable of interfacing with conventional telephone switches using known operator protocols. This allows automated devices of the present invention to appear to existing telephone switches as manned operator positions capable of servicing telephone calls. In accordance with the present invention, the unmanned apparatus of the present invention is assigned one or more operator position identifiers conventionally used to identify manned operator positions.

Abstract: Speech keywords are extracted from voice data on a response that an operator has made to an inquiry from a customer while referring to case data. Response keywords to be responded to the inquiry are extracted from the case data. After detecting a common keyword in the speech and response keywords, a support keyword is extracted from the speech keywords that appears in the response at a time near the appearance of the common keyword and that does not match the response keywords. Auxiliary data is stored which includes case identification information uniquely identifying the case data, a customer level indicating a knowledge level of the customer about the inquiry, and the support keyword.

Abstract: A distributed telephone answering system has intelligence distributed to a plurality of workstations. Each workstation may connect to a plurality of long distance telephone networks. Also, each workstation is controlled by a central controller. A central resopurce such as a database of call context information may be accessed by each workstatin. A workstation may support one or more human users.

Abstract: A system and method for monitoring remote computer access and associated costs is provided. The system includes a remotely located communication server in communication with multiple host computer networks and in communication with a network access server. First and second memory devices contain a list of authorized users for the host computer networks and a user log for use by a billing computer to generate bills. The method includes the steps of creating starting and ending time stamps for each authorized user accessing a respective one of the multiple host computer networks and creating a user log to generate bills and monitor host computer network usage.

Abstract: Any one of a plurality of terminals sharing the same number determines whether or not to switch a transfer to any of the other terminals sharing the same number. If it determines that the transfer is to be switched, it authenticates one terminal among the other terminals sharing the same number, and then outputs a transfer switching request according to the authenticated terminal to a communication control station. The communication control station performs a transfer switching process concerning the authenticated terminal based on the transfer switching request outputted from the first terminal.

Abstract: Techniques for associating a call appearance with data associated with the call are provided. In the techniques of the present invention, the association of the call appearance with the data is based upon matching of non-dialed number identification data.

Abstract: An operator call-fielding scenario system which displays a response scenario to an operator who is responding to an incoming call includes a memory unit which stores a plurality of scenario parts making up a plurality of response scenarios; a scenario setting unit which selects predetermined scenario parts from the plurality of scenarios parts in the memory unit, in accordance with one of a plurality of conditions, and sets a response scenario with the predetermined scenario parts according to the one condition; and a display unit which displays the set response scenario. Using this configuration, response scenarios matched in the optimum way with various circumstances can be set.

Abstract: A Web/Internet based toll-free network management tool that enables customers of telecommunications network providers to modify the configuration of their toll-free networks via a Web/Internet-based graphical user interface. The tool provides customers Web/Internet access to toll-free call routing plans and associated routing plan details via a secure Web/Internet-based connection, and additionally provides a customer with the ability to specify implementation of a specific call routing plan for a toll-free number at a predetermined time, and the ability to re-configure an existing call routing plan. Additionally, the tool enables a roll-back of a particular call-routing plan or call plan detail to a prior configuration at a user-specified time.

Abstract: A method and a system for providing a warning alert to subscribers of a telecommunication system is disclosed. In one aspect, the warning system includes a central switch and a remote switch, each switch coupled to a different plurality of subscribers to be contacted by the emergency notification provider that issues the emergency warning alert. In another aspect, the warning system contains a ringing tones database having different ringing tones corresponding to different emergency conditions, where an appropriate ringing tone is select by the telecommunication system and routed to the subscribers depending on the type emergency for which the emergency notification provider is providing the warning.

Abstract: A method for providing details of a service to an end user. The method comprises (a) the end user dialing a single access telephone number, the single access telephone number connecting the end user to a human operator; (b) the end user requesting from the operator details of a service; and (c) the operator providing the end user with the details from a list of service providers. The operator obtains the details from a provider of the service who pays for having his name included in the operator's list. Also disclosed is a system for providing details of a service to an end user.

Abstract: In a circuit arrangement and method for announcement control, with a processing unit of a call distributor unit, announcements already forwarded to a caller as well as a current status of the announcement are determined and a called party is informed thereof. In response thereto, the called party can intentionally end the announcement.

Abstract: Voice data requires large storage resources even when compressed and takes a long time to retrieve. Further the required information cannot normally be directly located and it is difficult to analyze the voice data for statistical information. There is described a method for performing a voice recognition function on a voice telephone conversation to convert the conversation into text data using a voice processing system. The method comprises receiving voice data representing the telephone conversation comprising a first series of speech data from an agent interspersed with a second series of speech data from a client and storing the first and second series of speech data as a single body of voice data for later retrieval. Then a voice recognition function is performed on the voice data to convert it into text data representing the telephone conversation and the text data is stored for later retrieval. Such a solution allows entire days/weeks or even months of conversation to be stored and accessed.

Abstract: Described is a method of creating intelligent command objects for controlling a telephony system by selecting reusable image symbol to an application container, without requiring an application developer to write any programming code. After being embedded into CTI, these command objects are able to automatically monitor the operation status and enable and disable themselves according to the changes of the operation status of the telephony hardware system. To control the operation of the telephony system, a user simply activates (i.e. clicks) a respective command object when it is enabled.

Abstract: A cordless telephone base station 1 for connection to a telecommunications network 7 has means (11) for handling incoming calls according to the presence or absence of the handsets (3a, 3b) as detected by responses to paging signals transmitted by the base station.

Abstract: An apparatus and a method for providing at least two identities to a subscriber unit of a mobile telephone system. A subscriber identity module (SIM) is provided which is inserted into the subscriber unit for selectively activating an identity. The module may be activated through a keypad on the subscriber unit allowing a subscriber to enter a code for selecting a specific identity, or it may be a card having a separate program circuit on either end so that when inserted into the unit with its first end, a first identity is activated, and when inserted into the unit with its second end, a second identity is activated. Each selected identity may be allocated a separate directory number or all identities may be allocated a single number.

Abstract: An agent interface for interactively providing a script to an agent during a calling campaign includes an outline panel means for displaying a call flow outline, the call flow outline having a series of hierarchical topics relating to the campaign. The call flow outline provides an indication of the current position among the hierarchical topics in the script, and provides a means for navigating through the topics. An action panel is associated with each topic and displays a set of objects relating to the topic. Selection of a new topic from the call flow outline, either manually or automatically in response to fulfillment of exit conditions associated with a previous topic, causes the call flow outline to indicate the new topic as the current topic and causes the action panel means to display a second set of objects associated with the new topic.

Abstract: In automated call distribution (ACD) from a telephony server to agent stations, there are concerns with urgency to answer phone calls, not placing callers on hold, and allowing agents to move about to perform other, non-phone tasks. These concerns are met by a ringing technique based on rules which take into account system states which depend on whether agents are busy and whether there are calls waiting, and events such as incoming calls arriving, calls being answered, calls being terminated, and calls being abandoned. The technique is particularly suited for use in retail operations such as fast food delivery, for example.

Abstract: An apparatus and method are disclosed for connecting a headset alternately to a telephone line and an audio device. The apparatus includes an audio connector for connecting the apparatus to the audio device, a telephone connector for connecting the apparatus to the telephone line, and a headset connector for connecting the apparatus to the headset. The apparatus also includes a switching circuit connected to the audio, telephone and headset connectors. The switching circuit connects the telephone connector to the headset connector in response to sensing a voltage greater than a predetermined threshold on the telephone line. When the voltage sensed returns to a value less than the predetermined threshold value, the switching circuit reconnects the headset connector to the audio connector.

Abstract: An agent station at a telephony call center has a telephone and a computer platform with a sound card. The telephone has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the microphone and speaker ports of the sound card. Agent stations in the call center are interconnected on a LAN such that a supervisor at one station may monitor telephone conversations at another station having the connected telephone and sound card. In some instances a file-sharing application is used, allowing a supervisor to view a screen at the agent station as well as to monitor and participate in telephone conversations. The system provides a complete monitoring a service-observing capability in the call center.

Abstract: A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a network control processor for controlling the processing and routing of the calls and for providing enhanced features, and a matrix switch for routing calls from an originating location to a terminating location. Operator consoles can be included to provide operator assistance to the caller. The network control processor comprises a central message processor that receives call data, determines the type of call, determines the processing required, and determines whether operator assistance is required. A call route distributor allocates an operator console to the call if required. A billing server is used to track billing information for the call while it is in progress. A database server is provided for database look-ups and storage.

Abstract: A telecommunications system (10) is provided that provides for telephone functions to be accessed through client computer system (14). A server computer system (16) provides telephony services, database services and access to E-mail, voice mail, video conferencing and facsimile systems. A graphical user interface 116 is presented to a user to allow the user to perform a large number of functions and to access databases of information associated with calling and called parties.

Abstract: A method and apparatus for providing operator consoles with enhanced customer support for automated telecommunication services on an intelligent overlay network (104) is disclosed. Operator and customer services are provided by an intelligent network (102). The intelligent network (102) comprises: an automated call distributor (116); an application processor (118); an advanced intelligent network gateway (AIN Gateway) (120); a validation gateway (122); and enhanced operator consoles (126). The AIN Gateway provides the intelligent network with an interface to the intelligent overlay network. This allows components within the intelligent network to communicate with components in the intelligent overlay network, and vice-versa. The validation gateway provides the intelligent network with an interface to credit card validation systems (114), and is used to apply charges to customer credit cards.

Abstract: An interface circuit 104 provides audio and data communications between a telephonic switch 102 and an agent computer 106. The agent computer 106, telephonic switch 102 and interface circuit 104 are comprised by a communications system 100. The interface circuit 104 includes an integrated circuit 204 for receiving signals from, and transmitting signals to, the telephonic switch 102. A driver circuit 206 interconnects a data interface 200 in an agent terminal 112 to provide data communications from the integrated circuit 204 to the agent computer 106. An audio level control 208 provides audio communications between the integrated circuit 204 and the agent computer 106 and a headset.

Abstract: A method for transmitting data packet blocks over multiple frequency channels (16, 24) is described, the frequency channels (16, 24) being at least in part already used in an existing basic network (10) for digital data and/or voice transmission. In a first step a frequency channel (16, 24) currently unoccupied by the basic network (10) is identified, whereupon in a second step a data packet block is transmitted over the identified frequency channel (16, 24). These steps are cyclically repeated, in the manner of a frequency-hopping technique, until all the data packet blocks of a transmission have been transmitted. A corresponding subscriber unit for an auxiliary network (21) with multiple subscriber units (23) is also described, the subscriber unit (23) transmitting the data packet blocks, in accordance with the frequency-hopping technique, in temporally staggered fashion on frequency channels (16, 24) unoccupied at the time by the basic network (10).

Abstract: A method of processing telephone calls comprising: receiving and storing a directory number of a called party with reference to a calling party, allocating a charge for the call on a billing list of a calling party, receiving a first signal from the calling party indicating a request for credit of the charge, automatically looking up data from the billing list to check against at least one predetermined criterion to determine whether the credit appears to be justified, upon receipt of the first signal, automatically applying the credit to the billing list in the event the at least one criterion is met, and automatically announcing the credit to the calling party, and automatically denying the credit in the event the at least one criterion is not met, and automatically announcing the denial to the calling party.

Abstract: In an embodiment of the invention, a speaker/microphone peripheral includes a digital-signal-processor (DSP) based acoustic echo canceler and supports a plurality of modes of operation. One mode is a video/telecommunications mode. In this mode, when headphones are inserted or removed, the acoustic echo canceler is reset.

Abstract: Methods and apparatus for automating telecommunications billing operations and reducing operator errors when processing operator assisted telephone calls is disclosed. In accordance with the invention, when an operator assisted telephone call is being serviced, a computer is used to automatically generate default billing charge information, e.g., a default class charge, which is automatically entered unless the operator alters this computer generated information. In addition, the computer provides the operator with messages regarding restrictions which are applicable to the call being processed as well as other useful call processing information. When the operator alters the default class charge, a check is automatically performed to insure that the new class charge is a valid class charge. If the class charge appears to be in error, a message is provided to the operator and the operator is given a chance to alter the class charge information before the call is terminated.

Abstract: Methods and apparatus for inputting telephone number information into an operator workstation are described. In accordance with the present invention, telephone number information may be entered as either alphabetic information using, e.g., the alphabetic keys on an IBM compatible keyboard, or as numeric information using the numeric keys on the keyboard or on a standard telephone keypad. When telephone number information is input as alphabetic information, the workstation automatically converts the alphabetic character of e.g., a vanity telephone number such as "SKYTELL" into the actual numeric 759 8355 which is then used to complete the call. Error checking is performed as part of the data input and conversion process. If an operator attempts to enter the letters Q or Z into a telephone number field or enters a key other than an alphanumeric the input data is rejected and an error message is sent to the operator.

Abstract: A monitoring system and method for substantially automatically monitoring active incoming telephone calls being routed through a telephone switch, such as an automatic call distributor (ACD). The monitoring system includes a timing circuit which measures the length of time of each of the active incoming telephone calls routed through the ACD. The length of time of the active calls are sent to an organizing circuit which organized the calls in order of decreasing duration. Each of the active calls are then monitored by decreasing duration at a supervisor telephone. Concomitantly, a display video circuit sends a unique identification code to a supervisor terminal uniquely identifying the agent who is handling the currently monitored call. The calls to be monitored are further defined by selecting a call exceed duration value. Until the length of a call exceeds or equals the call exceed duration value, the call is not monitored.

Abstract: Telephone calls passed from an operator service exchange (3) on to a local operator position (1) are received at the latter and information is issued to the caller. The principle components of the position (1) are (A) a connection (6) to the position desk controller (4) of the operator service exchange (3), (B) a speech connection from the position desk controller which terminates in a headset, and (C) a local personal computer (5) which, on the one hand, produces a display and controls the speech connection and, on the other hand, provides access to the required information. This position (1) is operated remotely, in that the local personal computer (5) is remote-controlled by a remote personal computer (8) through an ISDN telephone connection and in that, at the same time, the speech connection is extended from the position desk controller (4) through the local personal computer (5) and a telephone network to a remote operator position (2).

Abstract: A dispatcher console for use in a digitally trunked, multisite public service radio system. The dispatcher counsel comprises a personal computer having a co-processor logic board, an audio switching tower, and user I/Os including a customized keyboard, display screen, audio speakers, headset and a transmit foot pedal. The switching tower routes audio communications between the console and multisite switch. The tower is controlled by and connected directly to the co-processor board. The customized keyboard is also connected directly to the co-processor board and has dedicated keys for commonly performed functions. The display screen presents information in a standard format such that the dispatcher knows precisely where to find particular information.

Abstract: A telephone terminal has a plurality of handsets and at least one button to input a demand for starting an outgoing call or receiving an incoming call. The terminal includes a demand recognition unit for recognizing the input demand through the one button. The terminal also includes a search unit for searching for handsets in the idle status when the input demand has been recognized. The terminal further includes a select unit for selecting one of the searched handsets that are in the idle status as a selected handset. The terminal also includes a call connection unit for controlling a call connection of the operation corresponding to the input demand, when a handset in the idle status has been selected. The terminal still further includes a nullification unit for nullifying the input demand when no handset in the idle status has been selected.

Abstract: A system and method for concurrent delivery of voice and text data to a service agent including a failure management system using an advanced intelligent network based information distribution system is provided. The system includes a central office switching system, a network controller, at least one service switching point and at least one service transfer point. The system includes an intelligent peripheral/call server combination, responsively connected to, and disposed between, the network controller and the central office switching system, and external databases responsively connected to the intelligent peripheral/call server combination, storing subscriber specific data associated with each of the subscribers. The IP/call server acquires information from a customer regarding a subject telephone number and destination work center, and determines a proper network controller to route the customer initiated call.

Abstract: An integrated sound/telephone headset system is provided comprising a music source, a telephone, a headset having a microphone and earphones, and a control system. The control system receives music from the music source, a telephone ring signal from a telephone line, the telephone audio, and ambient sounds received by the microphone. A handset lift device is manually actuated by the user to select between a bypass mode and operational modes. When operating in the bypass mode, the phone is answered with its handset, and the headset is connected to a mixer with audio input from the music source, the ambient sounds, and a ring tone indicating a ring signal on the telephone line. When in the operational modes, a user initiates or answers a call by lowering the microphone, which switches the headset from the mixer to the telephone and connects the telephone to the telephone line.

Abstract: A system and method for validating pieces of information associated with a telephone call. An operator console receives a call having one or more pieces of information that are to be validated. The operator console sends a validation request to a validation system. The validation system includes a database that stores instructions that define at least a part of a validation procedure corresponding to the validation request. The validation system returns a validation response to the operator console which subsequently indicates that the telephone call can be completed.

Abstract: A system and method for processing telephone calls and providing enhanced services is presented. The call processing system includes a billing system that processes billing information records for completed calls. In this type of processing, the billing system applies rate information stored in a rate file to the completed call parameters contained within the billing information record. Derived billing information is subsequently stored in a toll file. The billing system also uses rate information stored in the rate file to respond in real-time to rate quote requests. Upon receipt of a rate quote request from a requesting system, the billing system retrieves rate information from the rate file, calculates a cost/minute of a desired call, and returns a rate quote to the requesting system.