Abstract: Embodiments of the disclosure generally relate to a dialog system allowing for automatically reactivating a speech acquiring mode after the dialog system delivers a response to a user request. The reactivation parameters, such as a delay, depend on a number of predetermined factors and conversation scenarios. The embodiments further provide for a method of operating of the dialog system. An exemplary method comprises the steps of: activating a speech acquiring mode, receiving a first input of a user, deactivating the speech acquiring mode, obtaining a first response associated with the first input, delivering the first response to the user, determining that a conversation mode is activated, and, based on the determination, automatically re-activating the speech acquiring mode within a first predetermined time period after delivery of the first response to the user.

Abstract: A method, comprising recognizing a user utterance for processing. The method further comprises using a previously-trained code-generation machine to generate, from the user utterance, a data-flow program configured to produce a return value upon successful execution. The method further comprises beginning execution of the data-flow program. Responsive to reaching an error condition resulting from execution of the data-flow program, the method further comprises, prior to the data-flow program producing the return value, suspending execution of the data flow program. The method further comprises using the previously-trained code-generation machine to generate an error-handling data-flow program, wherein the error-handling data-flow program is configured to produce the return value; beginning execution of the error-handling data-flow program to produce the return value; and outputting the return value.

Abstract: Systems and methods are described herein for handling video calls placed on hold or otherwise parked by one or more parties within the video call. The systems and methods can determine a video call has been placed on hold (or otherwise set to be parked), and transfer the video call to a call park server (CPS). The systems and methods can then access a content server, retrieve one or more content items (e.g., video clips, interactive content or advertisements, and so on), and present the content items within the on hold video call.

Abstract: A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.

Abstract: A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.

Abstract: The present invention relates to a method a system for managing one or more voice mails in a Universal Plug and Play (UPnP) network. In one embodiment, a method includes providing a notification indicating receipt of one or more voice mails to one or more Telephony Control Points (TelCPs) through a Universal Plug and Play (UPnP) home network and providing one or more voice mails to the one or more TelCPs. The method further includes providing a list of one or more voice mails to the one or more TelCPs. The method also includes deleting one or more voice mails from a telephony server (TS). Furthermore, the method includes composing one or more voice mail containing emotional symbols and depositing the one or more voice mails in a voice mail server. Moreover, the method includes recalling one or more voice mails deposited in the voice mail server.

Abstract: A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.

Abstract: Technology is disclosed for creating and tuning classifiers for language dialects and for generating dialect-specific language modules. A computing device can receive an initial training data set as a current training data set. The selection process for the initial training data set can be achieved by receiving one or more initial content items, establishing dialect parameters of each of the initial content items, and sorting each of the initial content items into one or more dialect groups based on the established dialect parameters. The computing device can generate, based on the initial training data set, a dialect classifier configured to detect language dialects of content items to be classified. The computing device can augment the current training data set with additional training data by applying the dialect classifier to candidate content items. The computing device can then update the dialect classifier based on the augmented current training data set.

Abstract: An embodiment provides a modular framework for managing multiple router applications in an interactive voice response (IVR) system. In an embodiment, a single table-driven framework approach is taken in which multiple IVR router applications, including menu/response type call routing applications and/or frequently asked question (FAQ)/response applications, may be managed in a more streamlined fashion. In an embodiment, a menu is presented to the caller. The menu is part of the router application which references information stored in a database, e.g., voice files and grammars, defined in a format, e.g., in table format. An embodiment analyzes the caller's responses against the menu's information to determine the appropriate actions to take and the appropriate data to retrieve. An embodiment also provides a centralized authentication process that may be used for all self-service router applications that require or somehow make use of authentication.

Abstract: Embodiments of the present invention provide a method for producing an audio file and a terminal device. The method includes recording a user's voice to obtain audio information, generating a score curve according to the audio information, and displaying the score curve; receiving a polishing instruction that is sent by the user by operating the score curve, and adjusting the audio information according to the polishing instruction, and generating an audio file. The technical solutions provided in the present invention enable the user to create a song of himself or herself on the terminal device, thereby improving functions of the terminal device and meeting an application requirement of the user.

Abstract: In one embodiment, a method includes determining when an incoming call from a caller to a callee is to be routed for processing by a voice mail arrangement, and obtaining status information associated with the callee when the incoming call is to be routed for processing by the voice mail arrangement. The method also includes generating a first greeting based on the status information, and processing the call. Processing the call includes causing the first greeting to be played for the caller.

Abstract: One embodiment of a method for translating a message can be broadly summarized by the following steps: generating an electronic message in an understood language of an originating party; receiving instructions to translate contents of the electronic message to another language; converting the electronic message to the another language in accordance with the instructions; and delivering the converted electronic message to the receiving party. Other methods and devices are also provided.

Abstract: Methods and apparatuses for enabling electronic communication with an audibly-impaired user are disclosed. A communication device receives a call from a video endpoint associated with a calling party, wherein the call is intended for the audibly-impaired user. If the audibly-impaired user is unavailable to receive the call, information is selected from a database with one or more entries associated with the audibly-impaired user. The one or more entries include a video greeting previously recorded by the audibly-impaired user and a text greeting previously entered by the audibly-impaired user. The video greeting and the text greeting are combined as a merged video stream. The merged video stream is then presented on the video endpoint associated with the calling party.

Abstract: An apparatus includes a user interface module configured to receive user information associated with a user. The apparatus also includes a classification module configured to apply a classifier defined within a classification tree to the user information, and to calculate a classification score representing an estimated likelihood that the user is associated with at least one user type. The classification module is also configured to classify the user to an identified user type based on the classification score. The apparatus also includes a database configured to store at least one of user account information associated with the user, historical information associated with the user, or historical information associated with a group of users including the user. The apparatus also includes an interface generation module configured to generate a signal based on the information in the database, the signal specifying a user interface to be presented to the user.

Abstract: A system for and method for providing graphical contents during a communication session is presented. The system and method include receiving, via an input/output module, one or more call invite request messages to establish a communication session in a communication network, processing, via a processing module, the one or more call invite request messages to identify a graphical content account associated with one or more users of the communication session, and transmitting, via a presentation module, one or more graphical contents from the graphical content account associated with at least one of the one or more users before an establishment of the communication session.

Abstract: A system determines, in real-time, the routing of communication services from origination to destination based on a number of selected criteria used to determine an optimal path. Best value routing enables carriers and service providers to route a session/call by using an advanced intelligent network solution to generate optimal routes/service providers for servicing a request.

Abstract: A mobile convergence terminal is disclosed. In one aspect, the terminal includes a subscriber line interface configured to communicate with a plain old telephone service (POTS) phone and generate a first POTS call based on an input to the POTS phone. The terminal also includes a processor configured to selectively initiate a first type of wireless call or a second type of wireless call based at least in part on the input to the POTS phone and the first POTS call, wherein the first and second types of wireless call are different from each other.

Abstract: Methods and computer-readable media provide presenting a customized message to an incoming calling party and for allowing the calling party to save or forward the customized message. A called party submits a customized message to an intelligent network component of her telecommunications service provider along with identifiers for specified incoming callers who are to receive the customized message upon calling the called party. After the customized message is prepared, incoming callers who have been associated with the customized message are presented with the customized message before being connected to the called party. If the incoming call is not from a telephone directory number associated with the customized message, the incoming call is processed according to normal call processing methods.

Abstract: In one embodiment, a method includes identifying a geographic location of a called party based on a phone number of the called party, entered by a calling party, and prompting the calling party with at least one spoken language based on the geographic location of the called party.

Abstract: A method for network maintenance and supervision of an on-board controlled audio agent, the method constituted of: providing a plurality of audio portions, each of the provided audio portions being selected responsive to user descriptive data associated with a call initiator; providing a reimbursement rule associated with each of the audio portions; selecting, for each call instance, a particular one of the plurality of audio portions responsive to the determined reimbursement rules; and outputting the particular one of the plurality of audio portions at each call instance initiation such that at least a portion of the particular audio portion is heard by the call initiator prior to call connection.

Abstract: A method and an apparatus for the identification of the mode of a telephony device in a network are provided. A call initiation signal is received from a mode-identifying telephony device. The call initiation signal is used to communicate with a mode-selecting telephony device. Thereafter, the mode at the mode-selecting telephony device is detected and an answer mode signal, including the information regarding the answering mode of the mode-selecting telephony device, is sent to the mode-identifying telephony device.

Abstract: A multiple server based interactive voice response (IVR) system in which individual IVR strings on an index computer are associated with connections to external servers, the IVR system index computer accessible by each individual IVR string's self-identification telephone number either from Dialed Number Identification Service (DNIS) information, Automatic Number Identification (ANI) service information, item ID information provided by a caller or a combination thereof. When a call is received to the IVR system index computer, it uses DNIS, ANI and/or item ID information to route the call to string information (outgoing messages, menu options, etc) which might be located the index computer or on a clientele computer. In embodiments, the client business might be able to easily access the information associating options to messages and the message files themselves and change their IVR string without technical support.

Abstract: A system and method for improved voice and data communication is described. One embodiment includes a method for voice and data communication, the method comprising connecting to a session server; receiving a voice call from an end-user; receiving an end-user phone number for the end-user; transmitting a session request to the session server, wherein the session request is based on the end-user phone number; and communicating with the end-user over a session established through the session server.

Abstract: A method in one embodiment includes storing a voicemail message in a mailbox of a recipient, the voicemail message being left by a sender, and then electronically receiving one or more attachments from the sender. The one or more attachments are stored as content associated with the voicemail message. Upon accessing the mailbox, the voicemail message and the one or more attachments are provided to the recipient. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract: One or more devices in a visual voicemail system voicemail notification messages indicating voicemails are available for a user of the visual voicemail system and distribute the voicemail notification messages to a network device. The one or more devices receive an indication of a backlog processing requests for the visual voicemail system and stop, based on the indication, distributing the voicemail notification messages to the network device. After the stopping, the one or more devices receive another indication that the backlog processing requests for the visual voicemail system no longer exists and resume, based on the other indication, distributing the voicemail notification messages to the network device.

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

Abstract: A method for generating a ring tone for a given caller based on a prior conversation with that caller. A portion of a conversation with a given caller is recorded and stored in memory as a ring tone. When a subsequent call is received from the same caller, identified by caller ID, the ring tone is played, alerting the user to the incoming call as well as the context of their prior communication. In alternative embodiments of the invention, a prior textual or video conversation is used as the basis for a ring tone, and/or the ‘ring tone’ is delivered by other than audio means. The invention is capable of implementation in telecommunications systems such as cellular, local exchange, and VOIP, and in combination with other forms of internet-based telecommunication.

Abstract: An interactive call disposition system that may operate on a mobile telephone independently of any remote or network-based information or functionality is provided. Upon receiving an incoming telephone call, the interactive call disposition system may automatically dispose of the call (e.g., call forwarding, voicemail, etc.), or the interactive call disposition system may conduct an interactive exchange with the calling party via an interactive voice response (IVR) system or via dual-tone, multi-frequency (DTMF) key input from the calling party. The interactive exchange between the interactive call disposition system and the calling party may accomplish disposition of the call based on calling party and called party information, such as calendar data, free/busy data, contacts information, and the like.

Abstract: A message greeting system receives a notification that a party is unavailable in response to a communication initiated by a contacting party. In response to receiving the notification, the message greeting system acquires contextual data associated with the contacting party, determines a message greeting that is appropriate for the contacting party based upon the contextual data, acquires the appropriate message greeting, and sends the appropriate message greeting to a contacting party device associated with the contacting party. The appropriate message greeting includes a message greeting that is usable by the contacting party given a context in which the contacting party is involved as identified by the contextual data. In some embodiments, the message greeting system acquires the appropriate message greeting by adapting an inappropriate message greeting for the context in which the contacting party is involved, thereby creating the appropriate message greeting.

Abstract: A message greeting system receives a notification that a party is unavailable in response to a communication initiated by a contacting party. In response to receiving the notification, the message greeting system acquires contextual data associated with the contacting party, determines a message greeting that is appropriate for the contacting party based upon the contextual data, acquires the appropriate message greeting, and sends the appropriate message greeting to a contacting party device associated with the contacting party. The appropriate message greeting includes a message greeting that is usable by the contacting party given a context in which the contacting party is involved as identified by the contextual data. In some embodiments, the message greeting system acquires the appropriate message greeting by adapting an inappropriate message greeting for the context in which the contacting party is involved, thereby creating the appropriate message greeting.

Abstract: A telecommunication and advertising business model and method of utilizing same (10) that permits users to make telephone calls for a predetermined amount of time according to the destination of the call. The telecommunication and advertising business model is controlled by an on-line database system and comprises customers, and companies that pay for advertising through a system.

Abstract: A method for generating a ring tone for a given caller based on a prior conversation with that caller. A portion of a conversation with a given caller is recorded and stored in memory as a ring tone. When a subsequent call is received from the same caller, identified by caller ID, the ring tone is played, alerting the user to the incoming call as well as the context of their prior communication. In alternative embodiments of the invention, a prior textual or video conversation is used as the basis for a ringtone. The invention is capable of implementation in telecommunications systems such as cellular, local exchange, and VOIP.

Abstract: An automated ringback update system for customizing ringback signals is disclosed. Communications devices activate and interact with the automated ringback update system via the recognition of a feature associated with a printed matter to allow for modifications of the network service.

Abstract: A message greeting system receives a notification that a party is unavailable in response to a communication initiated by a contacting party. In response to receiving the notification, the message greeting system acquires contextual data associated with the contacting party, determines a message greeting that is appropriate for the contacting party based upon the contextual data, acquires the appropriate message greeting, and sends the appropriate message greeting to a contacting party device associated with the contacting party. The appropriate message greeting includes a message greeting that is usable by the contacting party given a context in which the contacting party is involved as identified by the contextual data. In some embodiments, the message greeting system acquires the appropriate message greeting by adapting an inappropriate message greeting for the context in which the contacting party is involved, thereby creating the appropriate message greeting.

Abstract: A system allows an agent to manage an interaction between the agent and a contact using a computer system. The agent may use the computer system to selectively interleave pre-recorded script segments that are part of a planned informational dialog with pre-recorded script interjections such that the selective playing of scripts or script segments mimics conversion between actual persons.

Abstract: A method and apparatus for handling a call using a wireless integrated access device that is compatible with Voice over ATM and Voice over DSL on a network side while being compatible with VoIP on a customer premise side are disclosed. For example, the present method employs a wireless integrated access device for receiving an incoming call from a broadband access network that uses dedicated connection switching. In turn, the method establishes a wireless connection for the incoming call with at least one VoIP enabled endpoint device located at a customer premise.

Abstract: A method for network maintenance and supervision of an on-board controlled audio agent, the method constituted of: providing a plurality of audio portions, each of the provided audio portions being selected responsive to user descriptive data associated with a call initiator; providing a reimbursement rule associated with each of the audio portions; selecting, for each call instance, a particular one of the plurality of audio portions responsive to the determined reimbursement rules; and outputting the particular one of the plurality of audio portions at each call instance initiation such that at least a portion of the particular audio portion is heard by the call initiator prior to call connection.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to interactive voice response (IVR) system session management and provide a method, system and computer program product for call interruption handling in an IVR data processing system. In an embodiment of the invention, a method for call interruption handling in an IVR data processing system can include detecting a call interruption of a telephone call between a caller and an IVR system during an established IVR session for the caller. The method also can include saving state information for the established IVR session in connection with the caller in response to detecting the call interruption.

Abstract: A node and method for communication diversion and communication diversion notification is provided. The node has a component configured to receive notification about a communication diversion related to an incoming communication corresponding to only those communication diversions which match criteria for at least one specific reason to be notified, wherein the notification includes a diversion reason element that is locale-independent encoded.

Abstract: Disclosed is a terminal device (10) for payment data exchange comprising interfaces for coupling to a point of sale devices (26), to a mobile phone (14), and to a payment center (1). The payment data exchange is performed on two different ways. In a first way from the payment terminal device (10) via the mobile phone (14) and the mobile voice network (5) to the authorization center (1) or, vice versa, from the payment center (1) via the mobile voice network (5) and the mobile phone (14) to the payment terminal device (10), wherein the payment data are transferred between the payment terminal device (10) and the mobile phone (14) on voice information. On the second way the data are transferred directly from the terminal device (10) via e.g. the network (5) to the authorization center (1) and, vice versa, from the payment center (1) via the network (5) to the payment terminal device (10).

Abstract: A method of playing a personalized clip offers a choice between a clip played locally by a device associated with a terminal of a calling party and a clip played remotely by a device associated with a terminal of a called party when the calling party's terminal is put on hold by the called party's terminal. It includes a step of interrogating the first terminal to determine if the clip must be played locally in the network to which the first terminal belongs or if the clip must be played remotely in the network to which the second terminal belongs.

Abstract: A method for playing an enterprise color ringback tone is disclosed, including the following steps: establishing, by a service switching entity, a connection with a service access entity in accordance with an EVC access code; searching, by the service access entity, for a connection identifier of a destination terminal corresponding to a service identifier of the destination terminal in accordance with a correspondence relationship between the service identifier and the connection identifier of the terminal, and sending the connection identifier of the destination terminal to the service switching entity; and establishing, by the service switching entity, a connection between the source terminal and the destination terminal in accordance with the connection identifier of the destination terminal, and playing an enterprise CRBT to the source terminal. A system and a device for playing an enterprise color ringback tone are also disclosed.

Abstract: A method and apparatus for resuming a session between a client device and an IVR system in customer service. The method includes the following steps: reestablishing the session in customer service; determining whether there is status information of an abnormally terminated session corresponding to the reestablished session in customer service; retrieving the status information of the abnormally terminated session in customer service; and resuming the session between the client device and the IVR system in customer service according to the retrieved status information.

Abstract: The present invention teaches a multiple server based interactive voice response (IVR) system in which individual IVR strings on an index computer are associated with connections to external servers, the IVR system index computer accessible by each individual IVR string's self-identification telephone number either from Dialed Number Identification Service (DNIS) information, Automatic Number Identification (ANI) service information, item ID information provided by a caller or a combination thereof. When a call is received to the IVR system index computer, it uses DNIS, ANI and/or item ID information to route the call to string information (outgoing messages, menu options, etc) which might be located the index computer or on a clientele computer. In embodiments, the client business might be able to easily access the information associating options to messages and the message files themselves and change their IVR string without technical support.

Abstract: An integrated messaging system for performing various types of messaging across different types of networks, including integrated user interfaces and administrator interfaces. Embodiments include a communication server that couples among networks of different types, and an interface module that couples to the communication server. The interface module may be hosted on a messaging server of a network. The interface module pulls various user information from the messaging server, including information relevant to at least the network that includes the messaging server. A cache couples to the communication server and to the interface module to hold information from the communication server and/or the user information pulled from messaging server. The interface module directs a message from the messaging server and/or the cache to at least one device on the networks using the user information.

Abstract: Communication networks and associated methods are disclosed that provide an advertisement or other type of informational message to a calling party before providing ringback tones. A communication network described herein receives a call from the calling party to the called party, and temporarily interrupts call processing for the call. The communication network then selects an advertisement for the call, and initiates delivery of the advertisement to the calling party. After the advertisement is delivered to the calling party, the communication network resumes call processing for the call. In resuming call processing, the communication network provides ringback tones to the calling party and attempts to connect the call to the called party.

Abstract: A smart ringback blocking and replacement system for delivering and/or selectively blocking signal content from a communications network is disclosed. Communications devices interact with the smart ringback blocking and replacement system to allow for modifications of the network service.

Abstract: A method for replying to an incoming communication received by a handheld electronic device comprises detecting an incoming communication, detecting a selection of one of a number of predetermined responses to the incoming communication and, responsive to detecting a selection, providing the one of said number of predetermined responses. An improved handheld electronic device implementing the method is also provided.

Abstract: A server device transmits a call to a user device; receives a signal in response to the call; receives speech when the call is answered; performs an operation to determine a signal factor and another signal factor based on a signal duration; performs another operation to determine a speech factor and another speech factor based on a speech duration; determines whether the speech contains key words; performs an action to determine a confidence factor and another confidence factor based on the speech; computes a factor based on the signal factor, the speech factor, and the confidence factor; computes another factor based on the other signal factor, the other speech factor, and the other confidence factor; determines that the party is the user device when the total factor is less than the other total factor; and outputs a non-interactive message based on the determination that the party is the user device.

Abstract: In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message.