Abstract: Systems and methods improve call center performance. Systems and methods can receive a motor input from a trainee based on a training call, analyze the motor input from the trainee to determine a trainee motor accuracy metric, receive a communication input from the trainee based on the training call, analyze the communication input from the trainee to determine a trainee communication accuracy metric, and determine a composite trainee accuracy metric based on the trainee motor accuracy metric and the trainee communication accuracy metric.

Abstract: Systems and methods improve call center performance. A system can include a motor training component and a communication training component. A composite training component can determine a composite accuracy based on both motor training and communication training. A method can train motor skills, communication skills, and develop a composite training metric reflecting at least performance with respect to these aspects.

Abstract: Systems and methods improve call center performance. A system can include a motor training component and a communication training component. A composite training component can determine a composite accuracy based on both motor training and communication training. A method can train motor skills, communication skills, and develop a composite training metric reflecting at least performance with respect to these aspects.

Abstract: A method, system, and computer program product, include determining whether a service receiver has authorized a request for registration and upon the service receiver having authorized the request for registration, registering characteristic information of the service call for the service receiver.

Abstract: A method of analyzing speech application performance can include determining a call path for each of a plurality of calls from a log of an interactive voice response system having a speech application. Each call path can be defined by an ordered set of dialog nodes of the speech application. A number of occurrences of at least one selected type of event for the dialog nodes of the plurality of calls can be counted. At least one call path from the plurality of call paths can be indicated according, at least in part, to the number of occurrences of the selected type of event within the at least one indicated call path.

Abstract: A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

Abstract: Embodiments of the invention provide a method, system and computer program product for voice print tagging for interactive voice response (IVR) session management. In an embodiment of the invention, a method of voiceprint tagging for IVR session management is provided. The method includes establishing an IVR session for a caller from over a network and presenting a portion of the IVR session to the caller over the network. The method also includes storing a voiceprint tag in memory associating a voiceprint of the caller with a portion of the IVR session. Finally, the method includes responding to a premature termination of the IVR session by re-establishing the prematurely terminated IVR session with the caller at the portion of the IVR session indicated by the voiceprint tag of the caller.

Abstract: Novel tools and techniques that provide enhanced wireline services at one or more known wireline locations. In some cases, these tools and techniques involve determining that a subscriber is at one or more of the known wireline locations based on a detected location of the subscriber's wireless device (e.g., wireless phone, portable computer, etc.). Once the subscriber's presence at that wireline location has been detected, enhanced services can be provided to a wireline telephone at that location.

Abstract: A method and apparatus are provided for presenting multimedia content to a caller and/or a called party in association with a telephone call. Content may be presented pre-ring (before the called party's telephone rings), in-call and/or post-call. Content presented to a party may be related to another party participating in the call or may be related to a third party (e.g., an advertiser that paid for the ability to have its content presented). Presented content may be actuable, and allow a caller to change the destination of a call, take advantage of an offer presented to him, redeem a coupon, schedule or queue a subsequent call, etc. To find a desired destination party, a caller may initiate a manual or automatic search of his local contacts (on his telephone) and/or a central or global directory or contact list.

Abstract: The claimed subject matter is directed to the use of an application reputation service to assist users with minimizing their computerized machines' exposure to infection from malware. The claimed subject matter provides an application reputation service that contains the reputations for elements that are known to be non-malicious as well as those known to be malicious. One embodiment is implemented as a method to determine the reputation of an element (e.g., an application). When a user attempts to install or execute a new application, the Application Reputation Service is queried by the user's machine with a set of identities for the element. The reputation of the application is determined by referencing a knowledge base of known reputations and returns an indication (e.g., an overall rating, or a flag) of how safe that application would be to install and run on the user's computer.

Abstract: A computing device is configured to receive an incoming communication from another computing device. The incoming communication may be for purpose of initiating a voice-exchange session. In response to receiving the incoming call, the computing device may identify or determine a message identifier of the other computing device. The message identifier is determined based at least in part on data provided with the incoming communication. The computing device may programmatically address a message to the other computing device using the message identifier determined from the incoming communication.

Abstract: An interface prompts a user to enter a marker during a communications session, in which the user is able to later provide a subsequent version of the marker. Initially, a first version of the marker is received from the user. A processor associates the first version of the marker received from the user with a particular position in an information tree and stores the particular position in the information tree associated with the first version of the marker. A second version of the marker is received from the user and in response, the user is returned to the particular position in the information tree that has been stored and associated with the first version of the marker received from the user.

Abstract: Methods, computer readable media, and apparatuses for managing calls in an interactive voice response system are presented. According to one or more aspects, a call from a user or customer is received by an interactive voice response system. The interactive voice response system retrieves user information based on user credentials. An interactive voice response program analyzes the user information and determines a first business rule to retrieve. A decision tree application retrieves the first business rule and analyzes the information within the first business rule. The decision tree application may retrieve one or more additional business rules based on a decision from the first business rule. The decision tree application makes a decision based on the information within the business rules and sends the decision to the interactive voice response application. Based on the decision, the interactive voice response application manages the call in the interactive voice response system.

Abstract: A system, method, and computer program product are provided for automated non-sound operations by interactive voice response commands. In use, a command from an interactive voice response application is received. Additionally, a non-sound operation requested to be performed via the command is identified. Further, the identified non-sound operation is automatically performed.

Abstract: An IVR signature detection and event management system facilitates real-time discovery and notification of abnormal behavior within an IVR system. The system collects metrics associated with usage of the IVR system, The system uses the collected metrics to define a baseline. Having defined a baseline, the system collects evaluation metrics for comparison to the baseline. Where the evaluation metrics deviate from the baseline beyond a threshold deviation, the system detects aberrance. The system triggers an event in response to the detected aberrance. The event may be a message, one or more corrective actions, or the like.

Abstract: A method and an apparatus for providing audio information to a user. The method and apparatus provide information in multiple modes that represent various pieces of information and/or alternatives. In various embodiments, the form of a prompt played is dependent on what previously played prompts were given to the user during that session.

Abstract: An IVR signature detection and event management system facilitates real-time discovery and notification of abnormal behavior within an IVR system. The system collects metrics associated with usage of the IVR system. The system uses the collected metrics to define a baseline. Having defined a baseline, the system collects evaluation metrics for comparison to the baseline. Where the evaluation metrics deviate from the baseline beyond a threshold deviation, the system detects aberrance. The system triggers an event in response to the detected aberrance. The event may be a message, one or more corrective actions, or the like.

Abstract: The disclosure is directed to a system including a factor engine, an audio clip sequencing engine and an announcement engine. The factor engine is configured to identify an ordered set of menu options based on a plurality of weighted factors. The audio clip sequencing engine is responsive to the factor engine and is configured to generate an ordered sequence of audio clips based on the ordered set of menu options. The announcement engine is responsive to the audio clip sequencing engine and is configured to play the ordered sequence of audio clips.

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: A method of assigning responsibility for playing tones and announcements to a network element in a multimedia communications network is provided. The method includes receiving a call from a caller to a subscriber at a first network element, as part of the call a tone or an announcement needs to be played to the subscriber; determining whether a second network element is able to play the tone or announcement; playing the tone or announcement through the second network element, if the second network element is able to play the tone or announcement; attempting to locate a third network element that is able to play the tone or announcement, if the second network element is not able to meet the request; and playing the tone or announcement through the third network element, if the third network element is located.

Abstract: An IVR signature detection and event management system facilitates real-time discovery and notification of abnormal behavior within an IVR system. The system collects metrics associated with usage of the IVR system. The system uses the collected metrics to define a baseline. Having defined a baseline, the system collects evaluation metrics for comparison to the baseline. Where the evaluation metrics deviate from the baseline beyond a threshold deviation, the system detects aberrance. The system triggers an event in response to the detected aberrance. The event may be a message, one or more corrective actions, or the like.

Abstract: A telephone terminal having a function of telephone communication is provided with a communication recording unit that records the telephone communication as communication data, an interruption controller that controls the communication recording unit to interrupt and to restart recording the telephone communication, the communication recording unit indexing a position, in the communication data, corresponding to the interruption of recording, and a replaying unit that replays the telephone communication as recorded based on the communication data, the replaying unit notifying that the recording was interrupted at the indexed position.

Abstract: A user to conducts a telephone conversation without speaking. It does this by moving the participant in the public situation to a quiet mode of communication (e.g., keyboard, buttons, touchscreen). All the other participants are allowed to continue using their usual audible technology (e.g., telephones) over the existing telecommunications infrastructure. The quiet user interface transforms the user's silent input selections into equivalent audible signals that may be directly transmitted to the other parties in the conversation.

Abstract: An approach for providing content transmission upon placement of a call on hold is disclosed. A data communications system includes a proxy server that is configured to receive a message from a first client indicating the hold condition of a Voice Over Internet Protocol (VOIP) call with a second client. The system also includes a content server (e.g., music server) that is configured to transmit the content stored therein to the second client in response to a request message from the server.

Abstract: A communications system, a communication management system and method are disclosed. Distribution information is distributed to communication terminal devices to which communication lines are connected. And a privilege is assigned to a user of the communication terminal device to which the distribution information is distributed.

Abstract: A method and system are disclosed for providing an enhanced call waiting announcement to a called party that is busy on a first call and receives a second call. Information provided by a second calling party is recorded and played back to the called party after the first call is over. The called party is not interrupted during the duration of the first call.

Abstract: A telephone set is provided that includes a control section that, when detecting an off-hook operation, instructs a tone generator and a codec to stop a transmission of an incoming call and simultaneously instructs, using an awaiting voice generation instructing function section, the tone generator to produce a signal voice informing an awaiting state and the codec to transmit it to a handset. At the same time, the control section generates an off-hook signal and transmits it to a packeting section. The off-hook signal is incorporated in the packet to be transmitted by the packeting section and is transmitted from a packet network interface to a packet network.

Abstract: An automated, computerized voice message storage and redelivery system and method comprises a computer for executing software commands, a telephone connection operatively connected to the computer for calling and answering a telephone call from a remote location, and signal recognition capability operatively connected to the telephone connection and to the computer for determining if a telephone called from the telephone connection has been answered by a human voice or by a digital voice. Memory is operatively connected to the computer for storing voice messages for remembering the number of each remote telephone, programs for operating the computer for receiving, recording, and redelivery of voice messages.

Abstract: An apparatus and method are provided for addressing and broadcasting a message to recipients having both telephone network-based receiving devices and data network-based receiving devices. The apparatus includes a message router that translates the broadcast message into individual messages that are addressed to each message recipient in a format, e.g., voice, text, email, fax, pager, compatible with each message recipient's receiving device. The individual messages are transmitted by a data network server over a data network. Individual messages designated for recipients having receiving devices addressable by the data network are delivered directly over the data network to the receiving devices. Individual messages designated for recipients having receiving devices addressable by the telephone network are delivered over the data network first to a telephone network server.

Abstract: A personal directory system 10 has a translation server 40 for verifying the identity of a subscriber and recognizing the name of one or more subscribers that are stored on a personal directory of another subscriber. A caller is connected by a public telephone switch to the server 40 that accesses a personal directory computer 60 located on the World Wide Web 50. The requested number and/or speed dial number are converted from text to speech and the public telephone switch automatically dials the requested number.

Abstract: A device and process to allow remote receipt and placement of Internet Telephony connections (calls) using emulation of traditional POTS telephone service through a combination of software and a specialized cordless handset appliance. The system allows ringing and answering of inbound calls, dialing of outbound numbers, and signaling of handset status, as well as traditional telephony capabilities such as memory dialing, redial and radio channel controls. Voice control of dialing may also be implemented under software control. This system is easily adapted for operation with most PC based Internet Telephony software systems.

Abstract: Disclosed herein are a phone-call apparatus, a phone-call method, a communication control apparatus, a communication control method, and a program. In a phone-integrated terminal, a CPU controls a communication unit to implement a phone conversation with a communication partner through a communication network. An audio signal input to a microphone of an input unit is transmitted to the communication partner by way of the communication unit. On the other hand, an audio signal transmitted from the communication partner is output to earphones or a speaker in an audio reproduction unit. The audio signal output to the earphones or the speaker in the audio reproduction unit is superposed on a musical signal reproduced from a memory card. Thus, the user can listen to not only a voice of the communication partner but also music reproduced as BGM during the phone conversation. As a result, the user can enjoy the phone conversation.

Abstract: A call center includes a message playback unit for playing back a prerecorded greeting during an outgoing call while a call classifier unit within the call center processes an audible signal received from a remote party location. A call processing unit places a call to a remote party location via a communication network to attempt to elicit a desired response from the remote party. The call classifier then processes an audible signal received from the remote party location to determine whether or not the call was answered by a live party. The prerecorded greeting is then played while the call classifier is simultaneously processing the audible signal. If the call classifier determines that the call was answered by a live party, the call processing unit completes a talk path between the remote party location and a local agent at the call center who handles the remainder of the call. The call processing unit will normally wait until the greeting has ended to complete the talk path.

Abstract: A method and apparatus for a computer and telecommunication network which can receive, send and manage information from or to a subscriber of the network, based the subscriber's configuration. The network is made up of at least one cluster containing voice servers which allow for telephony, speech recognition, text-to-speech and conferencing functions, and is accessible by the subscriber through standard telephone connections or through internet connections. The network also utilizes a database and file server allowing the subscriber to maintain and manage certain contact lists and administrative information. A web server is also connected to the cluster thereby allowing access to all functions through internet connections.

Abstract: A telephone annunciator is disclosed which includes a voice ROM with a prerecorded message which is played back in response to a call received from an unwanted caller. A line current modulator is coupled with the voice ROM and the telephone line. A DTMF tone decoder circuit is coupled with the telephone line for decoding at least one DTMF code signal for producing a trigger signal. An on/off control circuit is responsive to the trigger signal for turning on the voice ROM whereby the telephone line current is modulated by the modulator in accordance with the audio signal from the voice ROM. A start-up power supply includes a storage capacitor and stores a charge in response to a ring signal on the telephone line. A main power supply is connected with the telephone line to receive power therefrom when an off-hook signal is detected.

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: A service system for providing a service to a user comprises an application accept unit (4) for accepting an application for registration from a terminal (1) together with a telephone number of the terminal, a recording module (5) for recording the telephone number as an application telephone number, a telephone call receiving unit (6) for receiving a telephone call, a comparing unit (6) for comparing a caller telephone number of the received telephone call with the application telephone number, and a registration module (5) for registering, when the caller telephone number is coincident with the application telephone number, the application telephone number as a registered telephone number.

Abstract: A system and method for predicting the wait time of a caller to a call center is disclosed. The call center associates a set of agents to which the caller may be queued. This set of agents selected may depend on the skills that each agent possesses, the type of service request made by the caller, caller priority, time of day, day of week and other conditions. An initial wait time estimate may then be given to the caller who is just queued. As a caller's conditions may dynamically change, a caller's position in the queue may also change as well as the pool of available agents. Periodic wait time estimate updates may also be given to the queued caller. A caller's wait time may be estimated based upon mean inter-arrival times for recently past calls into the call center. An average inter-arrival time may be calculated for the last several calls. Alternatively, a caller's wait time may be estimated based upon calls that are recently queued and dequeued.

Abstract: A system for screening telephone calls is provided. The system includes a ring detector that generates ring status data, such as a first data value when a ring signal is being received and a second data value when no ring signal has been received for a predetermined period of time. A message detector generates message status data, such as a first data value when an outgoing message end tone has been detected and a second data value when no outgoing message end tone has been detected for a predetermined period of time. A message screener is connected to the ring detector and the message detector and amplifies a message based on the ring status data and the message status data, such as when the ring status data and the message data indicate that an incoming message is being recorded.

Abstract: The present invention comprises an improved telephone system and method that reduce call interruptions to a telephone, i.e., reduce interruptions caused by a caller placing a call to the telephone. If the no-call feature is enabled and a call is received by the telephone, the telephone answers the incoming telephone call in response to receiving the telephone call. The telephone then plays a message to the caller indicating that no calls are being taken. The telephone plays the message after the telephone answers the incoming telephone call. The telephone does not generate an audible ring signal in response to the telephone call received from the caller. The telephone system further comprises an exemption logic unit for allowing calls placed by certain callers to come through even when the no-call feature is enabled. The user indicates the exception parties to the no-call feature prior to receiving a call from an external party or at a later time.

Abstract: An audible signal associated with an event is provided as part of the audio path of a telephone. In particular, a telephone according to one embodiment of the invention includes a microphone adapted to receive audible signals from a user and to convert the audible signals to electrical signals for transmission to a distant party, and a speaker adapted to receive electrical signals associated with input from the distant party and to convert the electrical signals to audible signals. According to the invention, the telephone also includes a processor adapted to produce electrical signals associated with an external event, and to integrate these electrical signals with the received electrical signals. In an alternative embodiment according to the invention, a method of alerting a party to a telephone conversation of an external event includes the step of providing an indication of the external event to the party from a speaker of the telephone during the telephone conversation.

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: Apparatus and method to receive and record an Emergency Alert System warning message on a voice messaging system. A voice messaging system such as a telephone answering device includes an Emergency Alert System radio receiver and detector module to receive and record an Emergency Alert System warning message. The emergency message can be reviewed either locally or remotely. In another embodiment, an Emergency Alert System warning message is received by a telephone system, and played in the earpiece or speaker on a substantially real-time basis. In yet another embodiment, an Emergency Alert System warning message may be recorded and then forwarded to another location based on address information (e.g., telephone number, e-mail address, pager number, etc.) which would not otherwise be within the broadcast area of the original Emergency Alert System warning message.

Abstract: An improved prompting system for accessing specified functions in an interactive voice response (IVR) system. The IVR system (101) presents a plurality of prompts to callers. The prompts are typically presented in a predetermined order. However, the IVR system (101) improves the presentation by adjusting the presentation order based on a caller pattern of prompt selection. By monitoring incoming calls to determine what prompts are most frequently selected, the IVR system (101) can tailor the presentation order to the needs of individual users. The IVR system (101) can monitor either the selections made by all users or those made by a particular individual user over a configurable time period to establish the pattern of prompt selection.

Abstract: The portable telephone of the present invention provides an environment in which recording/playing back of user's voice is made possible at each of the menu screens. Operations of a portable telephone can be smoothly performed by adding voice information to each menu screen. There are provided a memory device (4) for storing voice data, a microphone (1) and a speaker (7) for inputting/outputting voice, an encoder (2) and a decoder (6) for performing digital/analog conversion of voice, and a key operating portion (9) for achieving recording or playing back of voice by a first key operation and determining an input operation and executing recording or playing back of voice by a second key operation. Not only character information displayed on a display, but also guides or information by voice messages, can be obtained and, therefore, erroneous operations made by the user can be eliminated.

Abstract: The present invention comprises a telephone system and method that identify and announce the caller and/or the callee of an incoming telephone call. After receiving a telephone call from a caller, the telephone system answers the incoming telephone call. The identity of the caller is then determined. The telephone system prompts the caller to say his/her name. The name is recorded and repeatedly played back through a built-in speaker announcing the name of the caller to the users of the telephone. The telephone system may also ask the caller to say the name of the callee. In that case, the name of the callee is also recorded and repeatedly played back. The name of the caller and the name of the callee are both announced to the users of the telephone.

Abstract: A rationalized automated answering machine which can distinguish sentence intervals in the Out Going Message (OGM) left by a host by using a microcomputer and record the space position between adjacent sentences of the Out Going Message. When the rationalized automated answering machine receives a call and plays the Out Going Message left by the host, the rationalized automated answering machine also monitors the sound of a caller simultaneously. If the caller interrupts in the OGM playback at any point, the Out Going Message playback stops immediately and the rationalized automated answering machine records the sound of the caller. After talk from the caller finishes, the Out Going Message playback continues.

Abstract: A call answering system or device for a telephone network provides a mechanism for an outbound message (typically a greeting in a call answering scenario) to be identified as semi-interruptible. An attempt to skip over a semi-interruptible message activates a warning message to alert the caller of the special status of the message. The caller may then choose to resume listening to the original message, or confirm their decision to skip it.

Abstract: A voice interactive agent training system has a series of discrete voice messages stored in a digital memory. These messages are keyed to screens used in live call center operations. The call center logic used in live call center operations determines the sequence in which the screens are displayed on the agent's monitor. When transferred to an agent's terminal, the screen is identified, based upon a characteristic of the actual screen (e.g. character count in a field) so that there is no need for access to the call center operating system in order to identify which screen is displayed. A voice energy transducer responsive to the trainee's voice, causes a reproduction of appropriate discrete voice messages to respond to passages in the script which have been read by the trainee from the monitor. In one embodiment, agent inputs are compared to "appropriate" inputs and inappropriate inputs are fed back to the trainee concurrently with the appropriate input.

Abstract: A telephone answering device with a direct telephone line connection eliminates the need for a transformer, optoisolators and relays that are normally used in telephone answering devices to isolate the telephone answering device system from the central office circuit. Isolation is instead achieved directly at the exposed metal points of the system by physical isolation, switched isolation, resistive isolation and dielectric isolation.