Abstract: Described are computer-based methods and apparatuses, including computer program products, for sharing control of a voice over internet protocol (VoIP) call. In some examples, the method includes establishing a direct connection between a VoIP endpoint device and a computing device associated with the VoIP endpoint device. The method further includes communicating, via the direct connection, VoIP control signaling between the VoIP endpoint device and the computing device. The method further includes modifying a VoIP call based on the VoIP control signaling.

Abstract: An innovative automatic-noise-reduction headset includes numerous enhancements. For example, one embodiment includes added noise-control circuitry at each of one or more auxiliary inputs to reduce audible hiss in the earcups. Another embodiment includes integrated crossfeed processing circuitry to enhance the spatial imaging of stereo audio perceived by headset users. Still another embodiment provides superior perception of noise cancellation by focusing noise cancelling at midband frequencies, such as 400-800 Hertz, as opposed to just lower frequencies. And another embodiment provides earcups formed of magnesium or a magnesium alloy for improved strength-weight as well as passive noise attenuation in the 400-800 Hertz range.

Abstract: A system and method may provide processing of a communication request for establishing a communication session to communicate signals between an interactive voice response device and a first communication device over a network, identifying a monitoring request requesting monitoring of the communication session, and instructing establishment of a monitoring session for conferencing a second communication device into the communication session to receive the signals communicated between the interactive voice response device and the first communication device at the second communication device.

Abstract: A method for a multi-party call in a mobile station is provided. The method includes performing a multi-party call and call-connecting, if a mobile station is selected for call connection from mobile stations connected for the multi-party call, to the selected mobile station. Accordingly, a user can reject a call connection request of a third party during communication through a base station. Further, the user can directly select a desired mobile station for call connection or connection release.

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: An authentication system is configured to weight multiple available network supplied and user supplied authentication factors to determine whether a user should be provided with access to an Emergency Communication Network (ECN). The multiple factors may include the location of the user, MIN, short PIN, token, biometric information, and other information. The level of access to be provided to the user may be tiered based on the authentication level achieved during the weighting process. Authentication information may be shared between groups of individuals, so that the authentication requirements for group members may be reduced as other members of the group supply authentication information to the ECN. Group authentication may be used to enable group services such as conferencing and push-to-talk to be set up automatically for the group.

Abstract: The present invention provides a technique for providing a forced hold service such as is used for an emergency services call, which is supported at least in part over a packet network. The forced hold service acts to effectively hold a connection for the call with a called party, even when the caller takes an action that would normally end a call, such as going on hook, pressing end, or the like. When the caller takes an action that would normally end the call, the forced hold service allows the caller to automatically reconnect to the emergency services provider over the held connection upon going offhook, pressing send, or the like. Alternatively, the emergency services provider can effectively re-engage the call wherein the caller is reconnected over the held connection upon going offhook, pressing send, or the like.

Abstract: Multi-channel processing control device and method that efficiently performs enhanced customer service geared to the channel and service characteristics, and that can be readily modified to suit future expansion. A process request generated at a BC controller client (21) is sent as a queue registration request to a dispatcher (32) of a BC controller server (31) via a queue controller DLL (24). In the event of a queue requiring real-time processing, an event transmission and reception unit (25) of the most appropriate client is notified via a BC-BUS (34). A queue not requiring real-time processing is registered at a queue manager (33), where it is managed.

Abstract: An earphone apparatus is designed for an audio device and a portable communication terminal device. The earphone apparatus includes a first plug for disconnectable connection with the audio device, and a second plug for disconnectable connection with the portable communication terminal device. An electroacoustical transducer connected to the first plug and the second plug is operative for converting a first electric signal transmitted via the first plug into corresponding sound, and for converting a second electric signal transmitted via the second plug into corresponding sound. A suitable controller provided between the first plug and the electroacoustical transducer is operative for controlling a level of the first electric signal transmitted to the electroacoustical transducer.

Abstract: A system and method for providing an operator with automated calling functions allows the operator to be on the line when a customer call is placed so that a sales call can begin immediately if a customer answers the call. The system and method could be configured so that the operator can place calls automatically be selecting customers from customer call lists. The system and method may also allow the operator to cause a pre-recorded audio message to be played to a first customer, or the first customer's answering machine, while the operator proceeds to a second customer call placed over a second telephone line.

Abstract: A system and a method for providing a service begins when a customer establishes a communication link, such as a telecommunications link, with a service provider, such as directory assistance. An exchange of information occurs, and a service, such as a telephone number or catalog order, is provided by the service provider at least in part via the communication link. Before the customer terminates the communication link, he or she is requested to provide feedback, which preferably relates to the quality of the service provided. In another embodiment, the exchange of information is monitored, and an action, such as notifying a supervisor, is taken if a predetermined condition is detected, such as usage of unacceptable language by a call handling agent.

Abstract: A method and apparatus for processing data network communication calls. A calling party device sends a call initiation request to a packet data network node from a computer. The request includes identifications of alternate calling party devices along with respective priority for each device. The packet data network node determines the highest priority called party device which is available and initiates communication between the calling party device and the called party device. The called party device may be, for example, a computer, a landline telephone, a wireless mobile station, or a pager. If the called party device is a telephone, the packet data network node establishes a data network connection with the calling party computer and a telephone connection with the called party telephone and performs the required conversions to allow communication between the calling party computer and the called party telephone.

Abstract: A system and method for providing an operator with automated calling functions allows the operator to be on the line when a customer call is placed so that a sales call can begin immediately if a customer answers the call. The system and method could be configured so that the operator can place calls automatically be selecting customers from customer call lists. The system and method may also allow the operator to cause a pre-recorded audio message to be played to a first customer, or the first customer's answering machine, while the operator proceeds to a second customer call placed over a second telephone line.

Abstract: A connector for use in a business telephone system such as a PBX, Key, or other type of system with audio on hold capabilities. The connector eliminates the need for time consuming stripping, splicing, and manual connecting operations typically done by the installation technicians. The connector, thereby, decreases the time necessary to install a business phone system with audio on hold capabilities, and eliminates the hazard of accidental shorting which can cause unwanted down time for the system. The connector directly connects the output from an audio source to the designated location on a telecommunications connecting block and therefore to the KSU of the telephone system, thus allowing a caller on hold to listen to, e.g., music, an advertisement, or the radio.

Abstract: An apparatus and method for coupling an automated attendant to a telecommunications system. The apparatus includes a switching device which establishes connection between a plurality of trunk lines of an existing telecommunications system and a plurality of ports of an automated attendant. A switching device of the apparatus is controllable to establish communication between any of the trunk lines and any of a plurality of station line ports that are adapted to be coupled to a plurality of telephone stations, respectively. The apparatus substantially isolates either the switching network or the automated attendant from the AC audio portion of a telecommunications signal based on whether the automated attendant or the switching network is handling the telecommunications signal, and is capable of monitoring the status of the trunk and stations lines to detect for an on-hook condition.

Abstract: A method and apparatus for processing data network communication calls. A calling party device sends a call initiation request to a packet data network node from a computer. The request includes identifications of alternate calling party devices along with respective priority for each device. The packet data network node determines the highest priority called party device which is available and initiates communication between the calling party device and the called party device. The called party device may be, for example, a computer, a landline telephone, a wireless mobile station, or a pager. If the called party device is a telephone, the packet data network node establishes a data network connection with the calling party computer and a telephone connection with the called party telephone and performs the required conversions to allow communication between the calling party computer and the called party telephone.

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: A call initiation request generated by an application running on a computer-telephony integration (CTI) server or other CTI device is supplied via a CTI link to a switch. The switch receives the request over the CTI link, and places a "phantom" call from the originator of the call to the destination of the call. The phantom call may be representative of, for example, a real-time voice call or a non-real-time transaction such as a delivery of an e-mail, facsimile or voice mail message. The originator corresponds to a phantom extension or group of phantom extensions which is not associated with any physical communication device of the system. A phantom extension in accordance with the invention does not require an actual physical originator or destination communication device, as well as a corresponding switch port card or other hardware, and therefore does not consume valuable switch resources. The switch reports call status information for the phantom call to the application over the CTI link.

Abstract: A computer-based system facilitates exchange of information between users and expert respondents. The users post questions on a topic to a computer bulletin board or forum, using a telephone and modem connection to a remote server. The respondents contact the server by telephone, and receive a list of questions that have been posted. The respondents then dictate answers orally, by telephone, and the answers are recorded and stored by the server as sound files. The stored answers can later be played back by users who connect to the server through their personal computers. The answers can also be transcribed into text files for viewing by the users. Thus, a user can both hear the recorded voice of the respondent and see the stored text of the respondent's answer. The system makes it easy for respondents to answer questions, or provide comments, especially in cases where a respondent is not familiar with computer technology, or where a respondent is not conveniently located near a computer.

Abstract: A method of completing a call to a remote directory assistance operator comprises the steps of attempting to place the call and disconnecting an operator position manned by a live operator from the call. Once the operator is disconnected, the call is supervised for a remote answer and a time-out clock started. In the event of a call to a remote directory assistance operator whose country or region is notorious for not answering their phone lines, the time of the attendant operator in supervising the call is saved during the automatic answer supervision period. Periodic announcements may be provided the caller over time and new services offered by these periodic announcements. For example, in one embodiment, the user is offered the opportunity to place the call at a predetermined callback time in the future when the call may be more likely to succeed.

Abstract: A telephone call-routing system comprises a routing intelligence adapted to receive real-time activity reports on busy status of remote telephone stations, and to route incoming calls based on the busy status. In a preferred embodiment the routing intelligence sets a busy semaphore for each station to which a call is routed at the time the call is routed, before a real-time signal is returned that the station is in fact busy. The semaphore is initially set to busy for a first period of time substantially equal to the known latency for returning the real-time busy signal. After the first period of time, and with return of a real-time busy signal, the semaphore is reset to busy for a second period of time substantially equal to the historical average elapsed time for calls in the call-routing system, after which the semaphore is released. After the first period of time, and in the absence of the real-time busy signal, the semaphore is immediately released so further calls may be routed to the station.

Abstract: System and method for distributing calls to customer service operators, particularly home operators. The present invention provides a telecommunications service provider's network with intelligence to monitor the current status and availability of home operators, and to determine the appropriate routing of a customer service call. By enabling the network to monitor operator availability status, only a single telephone line to a home operator is required, and notification of availability to answer calls is not required to be performed by the home operator.

Abstract: A system and method for easily directing a telephone call from a hearing caller using a standard telephone to a deaf, hard of hearing, or speech disabled person using a text telephone via a telecommunication relay system including a communications assistant. The telecommunications relay system is a central location where hearing callers dial a toil-free number and request a specific extension number. Based on that specific extension number, the system finds an associated subscriber profile that comprises the name, actual ten-digit telephone number, and service description option of the text telephone user. The telephone call is then relayed to the text telephone user after the dialing of the actual telephone number. The communications assistant then introduces the hearing caller to the text telephone user according to the specific service description option which was selected by the text telephone user when they applied for the telecommunications relay system service.

Abstract: An audio communications interface 102 provides substantially automatic audio communications between a remote agent telephone 107 and a telephonic switch 104 through a telephonic console 106 connected to the telephonic switch 104. A remote agent dials a specified telephone number on the agent telephone 107 to access the audio communications interface 102. The audio communications interface 102 receives the dialed number from a telephone network 108 connected to the agent telephone 107 and generates a call signal which is transmitted to the telephonic switch 104 through the telephonic console 106. In response to the call signal, the telephonic switch 104 establishes audio communications with the agent telephone 107 through the console 106 and audio communications interface 102. A method for establishing audio communications through the audio communications interface 102 and data communications through an agent terminal 112, a computer network and a host computer 110 with the telephonic switch 104 is provided.

Abstract: An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server (HAS). The HAS passes call event data to a Management Information System (MIS) of the ACD, which informs the ACD switch of call events that make a remote agent available or unavailable, and passes applications data to a host processor for serving the applications of the ACD. Call set-up time is reduced by establishing longer term connections between the ACD and the remote server and using these connections for a plurality of calls; such connections are established or disconnected when the traffic level suggests the desirability of having more or fewer remote servers. Advantageously, ACD service can be provided efficiently and economically from a remote server.

Abstract: An integrated console for a human operator who provides listing and directory services, particularly for the 800 telephone number system, to callers via a stored program switching device employs simultaneous MS-DOS and a memory management utility, such as MicroSoft Windows.TM.. Data is exchanged between applications for MS-DOS and applications for Windows.TM. via a shared memory. Data pertaining to the directory and listing services is stored in a database which is accessed via a data network which may be a LAN or a WAN. Thus, the information in the database can be accessed by a plurality of operators on consoles in the network. Communication between the operator console and the stored program switching device is achieved via a digital subscriber line which is coupled to the console via an interface board compatible with the integrated services data network (ISDN).

Abstract: A system, data processing method and program provide a programmable interface between a workstation and an archive server to automatically store information derived from a telephone transaction. The archive server stores a data base of records having a plurality of category fields for information derived from the telephone transaction. A host access table stored in a memory in the workstation, contains programmable commands. An interface program stored in the workstation memory executes the commands in the host access table, to perform interfacing functions between a host computer and the telephone network and to perform interfacing functions between the workstation and the archive server.

Abstract: An arrangement for providing Automatic Call Distribution (ACD) service from a mixture of local and remote agents. The remote agents are connected via a voice connection to the home switch of the ACD and voice data connection to a Home Agent Server (HAS). The HAS passes call event data to a Management Information System (MIS) of the ACD, which informs the ACD switch of call events that make a remote agent available or unavailable, and passes applications data to a host processor for serving the applications of the ACD. Advantageously, ACD service can be provided efficiently and economically from a remote server.

Abstract: An automatic call distribution system (12) for interconnecting units (16) of an external telephonic network (18) with telephonic consoles (10) capable of multiple functions, a console personality control apparatus having a personality reset card (40) carrying information identifying a personality reset function, a card connector socket module (26) for releasable connection with the personality reset card (40), a memory (32) for storing a plurality of console function personalities and a microprocessor (20) for reading the personality reset card identifying information when the personality reset card is connected with the console (10) to reset the console function personality.

Abstract: The present invention provides a telephonic headset bridging apparatus having relay based circuitry for automatically or manually switching a single telephonic headset to operate and monitor a plurality of communication apparatuses. The bridging apparatus includes isolated circuits so that the various communication devices which are to be operated, using the headset bridging apparatus, are not able to communicate with each other. The invention is particularly designed for use in a police station to use a single telephonic headset to monitor a plurality of communication apparatuses that includes an integrated Public Safety Answering Equipment (PSAP), a telephone, and, in a more particular embodiment, a radio. A recorder connection is also provided in the bridging device.

Abstract: A system is disclosed for providing an automatic interface between a host based, menu driven application program and a telephone network. The system includes a host access table stored in a memory in the workstation, containing operational commands. An interface program stored in the workstation memory executes the commands in the host access table, to perform interfacing functions between the host application program and the telephone network.

Abstract: A device for use with executive and secretarial telephone units associated in a work group, having a programmable microprocessor which selectively controls the connection of incoming telephone lines to the secretarial telephone units and monitors the status of the telephone lines and provides such information to the secretarial telephone units.

Abstract: Procedure and system for optimizing the route of a telecommunication connection to be set up in a telecommunication system that includes a mobile switching center (MSC), a service switching point (SSP), a service control point (SCP), a gateway (GW), and a subscriber register (HLR). The service switching point is connected to the service control point and the gateway is connected to the service control point and to the subscriber register. The telecommunication connection to be set up is directed via the service switching point to the service control point. A database query is sent from the service control point, via the gateway, to the subscriber register. In response, the subscriber register returns routing information, on the basis of which an optimal route to the mobile switching center under which the B-subscriber is currently located is determined.