Abstract: The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the packet gateway. The packet gateway provides an interface between the switching fabric and a packet network, which supports operator terminals as well as monitor terminals from which interactions between operators and callers may be monitored. Upon setting up the circuit-switched connection for the operator services call, the gateway will establish voice sessions with both the operator terminal and the monitor terminal. The voice sessions with the operator terminal facilitate bi-directional communications with the caller via the circuit-switched connection over the packet fabric. The voice interaction between the caller and operator is provided to the monitor terminal over another voice session for monitoring by the monitor.

Abstract: A system for providing a particular voice to a received e-mail includes a portable terminal and a server. The portable terminal attaches a voice sampling name to the text data and transmits it to a server. The server receives the text data and the voice sampling name from the portable terminal, converts the received text data into voice synthesis data by using voice sampling data corresponding to the voice sampling name, and transmits the voice synthesis data to the portable terminal.

Abstract: A method of testing path a voice response system can include establishing a voice link between a test system and a voice response system and playing voice prompts to the test system over the voice link. The method also can include sending execution information to the test system over the voice link.

Abstract: Techniques for generating, distributing, and using speech recognition models are described. A shared speech processing facility is used to support speech recognition for a wide variety of devices with limited capabilities including business computer systems, personal data assistants, etc., which are coupled to the speech processing facility via a communications channel, e.g., the Internet. Devices with audio capture capability record and transmit to the speech processing facility, via the Internet, digitized speech and receive speech processing services, e.g., speech recognition model generation and/or speech recognition services, in response. The Internet is used to return speech recognition models and/or information identifying recognized words or phrases. Thus, the speech processing facility can be used to provide speech recognition capabilities to devices without such capabilities and/or to augment a device's speech processing capability.

Abstract: One-to-many comparisons of callers'voice prints with known voice prints to identify any matches between them. When a customer communicates with a particular entity, such as a customer service center, the system makes a recording of the real-time call including both the customer's and agent's voices. The system segments the recording to extract at least a portion of the customer's voice to create a customer voice print, and it formats the segmented voice print for network transmission to a server. The server compares the customer's voice print with multiple known voice prints to determine any matches, meaning that the customer's voice print and one of the known voice prints are likely from the same person. The identification of any matches can be used for a variety of purposes, such as determining whether to authorize a transaction requested by the customer.

Abstract: A system and method and computer program for seamlessly accessing multiple data sources and voice repositories using voice commands in a single phone call session. The system comprises of voice grammars that span various contexts for all data sources and voice repositories, a telephony platform, an automatic speech recognition engine, extractors for extracting information from the data sources and voice repositories and an interpreter for controlling the extractors and telephony platform. It is the co-operation between the voice grammars and the telephony platform, controlled by a VoiceXML interpreter that enables this seamless access to information from the multiple data sources and voice repositories.

Abstract: Schemes for routing a call using caller identification are described herein. These schemes are termed “real caller ID” and can be capable of determining the identity of a calling party independent of a telephone number from which the call originated. According to one exemplary embodiment, a method of routing a call from a calling party to a receiving party may include accessing a database containing a plurality of voice templates of prior calling parties. Each voice template may have correlated therewith a call disposition parameter defined by the receiving party. Next, a voice response from the calling party may be compared with one of the plurality of voice templates stored in the database. Subsequently, the call may be routed to the receiving party based on a match between the voice response and the one of the plurality of voice templates.

Abstract: Techniques and systems for routing and information collection for telephone calls are described. Upon initiation of a revenue generating call, a data management module creates a call interaction record, including a unique call identifier and information generated by an exchange originating the call. Call accounting information such as user identification and billing account information are collected from the user by presenting audible queries from the user and receiving voice responses. The voice responses are matched to stored information, which is stored in the call interaction record. If a voice response does not unambiguously identify the requested information, further queries may be presented to elicit more refined responses or request responses for recording and later playback. Routing information is then collected, again through audible queries and voice responses, and stored. Upon completion of the call, the call interaction record is closed and stored for later retrieval and analysis.

Abstract: A method for the voice-operated identification of the user of a telecommunications line in a telecommunications network is provided in the course of a dialog with a voice-operated dialog system. Utterances spoken by a caller from a group of callers limited to one telecommunications line are used during a human-to-human and/or human-to-machine dialog to apply a reference pattern for the caller. For each reference pattern, a user identifier is stored which is activated once the caller is identified, and, together with the CLI and/or ANI identifier of the telecommunications line, are made available to a server having a voice-controlled dialog system. On the basis of the CLI, including the user identifier, data previously stored for this user are ascertained by the system and made available for the dialog interface with the customer.

Abstract: A method and apparatus are provided for identifying a caller of a call from the caller to a recipient. A voice input is received from the caller, and characteristics of the voice input are applied to a plurality of acoustic models, which include a generic acoustic model and acoustic models of any previously identified callers, to obtain a plurality of respective acoustic scores. The caller is identified as one of the previously identified callers or as a new caller based on the plurality of acoustic scores. If the caller is identified as a new caller, a new acoustic model is generated for the new caller, which is specific to the new caller.

Abstract: A method, system, and program for origin device initiated callee identification are provided. At an origin device, a voice utterance of a callee is detected from a destination device. A callee identity associated with the voice utterance is identified at the origin device, such that the callee identity is transmittable as an authenticated identity of the callee for a call. A caller may select whether to continue a call dependent upon whether the callee identity is preferable. In addition, an intermediary device may receive the callee identity and specify services available during the call according to the callee identity.

Abstract: A voice biometric authentication system and method. An authentication system is provided for authenticating a user of a telephonic device, comprising: a setup system for capturing and storing an authentic user voice sample; a comparison system that compares the authentic user voice sample with an inputted voice sample and generates a comparison result; and a control system for controlling access to the telephonic device, wherein the control system: analyzes the comparison result for an initial inputted voice sample received when a telephone call is initiated; and periodically analyzes comparison results for ongoing inputted voice samples received during the telephone call.

Abstract: A computer based verification retrieval system comprises a communication network to facilitate communication between a first computer and a data access computer, a data access computer connected to said communication network, said data access computer configured to serve as an interface for said first computer and transmit said verification over said communication network to said first computer, and a data storage computer in communication with said data access computer, said data storage computer configured to store said verification and provide said verification to said data access computer upon request.

Abstract: A method, system, and program for time based regulation of access to callees are provided. An authenticated identity of a caller placing a call is preferably detected. Then, a communication link from the caller to a callee is only attempted if the authenticated identity of the caller is allowed access to the callee according to a schedule associated with an identity of the callee.

Abstract: A system for providing access to data via a voice interface. In one embodiment, the system includes a voice recognition unit and a speech processing server that work together to enable users to interact with the system using voice commands guided by navigation context sensitive voice prompts, and provide user-requested data in a verbalized format back to the users. Digitized voice waveform data are processed to determine the voice commands of the user. The system also uses a “grammar” that enables users to retrieve data using intuitive natural language speech queries. In response to such a query, a corresponding data query is generated by the system to retrieve one or more data sets corresponding to the query. The user is then enabled to browse the data that are returned through voice command navigation, wherein the system “reads” the data back to the user using text-to-speech (TTS) conversion and system prompts.

Abstract: A system detects an incoming telephone call and routes the ring signal to a loudspeaker so that it can be heard at a distance from the telephony device. Once the incoming call has been acknowledged the incoming signal is routed to the headset. New incoming calls are identified by verifying the presence of unique characteristics that are found only in incoming calls. In a conventional telephone the unique characteristic can be a combination of frequencies which are part of the ring signal. The frequencies can be verified by using a bandpass filter which allows only frequencies centered around the ring frequency to pass. Therefore, if a signal of correct frequency is present it will pass through the bandpass filter and activate a switch that routes the signal to the loudspeaker.

Abstract: Embodiments of the invention are directed to automated reception systems that may receive voice information indicating action to be taken by the system. The automated reception system may receive a call and transmit a speech message to the caller identifying actions that the caller may ask the system to take. The caller may verbally select an action for the system to execute. Possible actions may depend upon the system context and information about possible actions may be provided to the caller through dynamically generated messages. The caller may also access voicemail or electronic mail messages using embodiments of the invention. Furthermore, in some embodiments, a caller may be able to control a separate communication session using voice or other commands input during a telephone session.

Abstract: A telecommunications network includes a plurality of subscriber stations, a plurality of network elements and a voice recognition module. The voice recognition module is associated with a network element and is configured to recognize at least one biometric voice parameter.

Abstract: A mobile phone which incorporates an audio recorder to record a telephone number and a voice recognition system for converting the recorded telephone number into a dialing command. The mobile phone includes a transmitter/receiver unit for transmitting and receiving voice signals within a radio telecommunications network. The mobile phone also includes an audio recorder for recording audio messages from a user of the mobile phone. The recorded audio messages are preferably telephone numbers which are converted by a voice recognition system into dialing commands.

Abstract: A system and method of call-routing and caller-screening that employs voice recognition to automatically recognize a caller's voice and then screen a caller, if appropriate; all without forcing the caller to identity himself/herself, which may be perceived as rude or offensive by some callers. Instead, a synthesized voice automatically asks the caller to identify who the caller wishes to speak with. Caller's response to this query is used to identify the callee as well as to optionally identify the caller. Thus, the screening of the caller takes place in a manner that the caller perceives as a more natural way of telephone communication. Caller's speech is used to generate digital voice samples therefrom and the caller's voice samples are directly compared with other voice samples stored in a database without converting the voice samples into digital text files.

Abstract: A method and system for dynamically controlling a voice-processing mechanism in a voice command platform. The platform receives a specification during a voice command session with a user and responsively sets a mode of operation of the voice-processing mechanism. The platform can receive the specification from various sources, such as a user (e.g., as a voice command), a stored user profile record, a voice command application and/or another stored table or data source. Example modes of operation include (i) use of a designated text-to-speech engine from among multiple text-to-speech engines, (ii) use of a designated voice prompt store from among multiple voice prompt stores, (iii) muting of a speech recognition engine, and (iv) selection of a secondary phoneme dictionary for use in recognizing phonemes in incoming speech signals.

Abstract: A method, system, and program for managing caller profiles across multiple hold queues according to authenticated caller identifiers are provided. An identity of a caller of a call received at an on hold system is authenticated. The call is then placed in a hold queue. A caller profile associated with the identity of the caller is retrieved, such that services available to the caller while on hold are specified according to the caller profile. In particular, the caller profile is preferably retrieved from at least one caller profile server according to the caller identifier, where the at least one caller profile server is accessible to multiple on hold systems. Further, the identity of a caller may be authenticated by authenticating a voice sample received from the caller, such that a single identity for the caller may be authenticated at multiple call centers.

Abstract: A voice recognition system is disclosed. A device receives a signal indicating a user ID and transfers a signal indicating its device ID and the user ID to a processing system. The processing system obtains a device profile based on the device ID and obtains a user profile based on the user ID. The processing system generates voice recognition data customized for the device and the user based on the device profile and the user profile. The processing system transfers a signal indicating the voice recognition data to the device. The device indicates voice command readiness in response to the voice recognition data. The device receives a voice command from the user and translates the voice command based on the customized voice recognition data.

Abstract: A method and apparatus for verifying call waiting information in a communication system is particularly well suited for correcting mispronunciation of caller identification information provided for a call waiting call. A current pronunciation of the call waiting information is provided to the calling party who is prompted to change the current pronunciation. The system receives a new pronunciation of the call waiting information and stores information about the new pronunciation for subsequent retrieval.

Abstract: A method for performing secured communications in a Voice Browser can include the steps of: transmitting a request from the Voice Browser to a network device for a secure communications session between the Voice Browser and the network device; receiving from the network device a digital certificate containing a public key and a reference to a certificate authority; and, authenticating the network device based on the digital certificate. Preferably, the digital certificate can be an X.509-compliant digital certificate. Subsequent to the authentication, the method can include the steps of negotiating a shared secret with the network device; encrypting data using the shared secret as an encryption key and transmitting the encrypted data to the network device; and, receiving encrypted Web content from the network device and decrypting the Web content using the shared secret as a decryption key. Significantly, the Web content can be a VoiceXML document and the Voice Browser can be a VoiceXML Browser Server.

Abstract: A method, system, and program for rating parties according to party identities are provided. A second party to a call may rate the first party to the call. For subsequent calls by the first party, the rating by the second party of the first party may be displayed to subsequent called parties. In addition, the ratings by subsequent called parties may be accumulated for the first party. Ratings may be stored according to the identity of the individual representing the first party, according to the identity of the business representing the first party, or according to the context of a call.

Abstract: A platform provides access to multiple telecommunications services via a single telephone number. These services may include, for example, voicemail services, facsimile messaging services, paging services, and outbound calling services. A guest caller may call the single phone number to speak to a subscriber, leave a voicemail message for a subscriber, leave a facsimile message for a subscriber, or place a page to a subscriber. A subscriber may call the phone number to place outbound calls. In addition, a subscriber may call the single phone number to retrieve or send facsimile messages and/or voicemail messages. A subscriber may also call the phone number to configure service options. For instance, a subscriber may select routing options and choose what services are available to guest callers.

Abstract: An interactive remote auction bidding system for conducting an auction utilizes a data input device for communication over a network to the auction site. The system includes a data processor located at the auction site for generating bid information for communication over the network to the remote locations. A processor located at the auction side monitors the participants' data input devices for sensing participant bids generated by the participants' data input devices. The system further displays visual bid information at the auction site for transmission over the network to the participants and generates audible bid information in support of that visual bid information.

Abstract: An interactive remote auction bidding system for conducting an auction utilizes a data input device for communication over a network to the auction site. The system includes a data processor located at the auction site for generating bid information for communication over the network to the remote locations. A processor located at the auction side monitors the participants' data input devices for sensing participant bids generated by the participants' data input devices. The system further displays visual bid information at the auction site for transmission over the network to the participants and generates audible bid information in support of that visual bid information.

Abstract: A system, method and computer program product for automated voice recognition using the barge-in time of a user's utterance is provided. A list of items is audibly provided to a user. The user selects one item from the list by providing an utterance representing the user's selection. The utterance time (i.e., the barge-in time) is calculated from the utterance of the user. Then, the utterance is compared to each item in the list so as to generate a confidence score for each item in the list, with the confidence score being based on the similarity between the item and the utterance. The confidence scores are also based on the barge-in time. One of the items from the list is selected based on the confidence scores of the items.

Abstract: A system and method for recording a telephone conference and replaying a portion of the recording during the conference. Users participate by connecting through different types of networks using a device having a communication line connection. The recording can be in audio format, text format, or both. Thus, users can recall and replay textual information in addition to the recorded audio. Other information-such as time and user data-may also be recorded along with the audio and text. Users in the conference are identified to enable the association with them each user's contribution to the conference. The user or the user's device can assist by providing identification information. User identification may also be accomplished by associating each user's contribution with the particular line the user is calling from. Caller ID information may also be used to identify the user. Voice analysis may also performed to accomplish user identification.

Abstract: A presence device operable in a first mode and a second mode is associated with a communication device. In the first mode, a user using the presence device is biometrically authenticated and a presence confirmation input is received from the communication device. In the second mode, a user-entered log-in input is received from the communication device. A central presence database is updated to indicate that the communication device is active for the user. A received message which is to be routed to the user is sent to the active device indicated by the central presence database.

Abstract: A method and system for an automated departure strategy from an automated system includes a track engine and an error engine. The track engine allows for the tracking and storing of one or more utterances spoken by a caller in response to one or more prompts. In addition, the track engine classifies each of the utterances with a confidence level. The error engine determines when one of the utterances initiates an error condition and transfers the caller to an operator on the occurrence of the error condition. In addition to transferring the caller to the operator, the error engine plays to the operator an error utterance, causing the error condition, and a preceding utterance, preceding the error utterance. Furthermore, the error engine populates an operator screen with information provided by the caller in the utterances for utterances classified with a high level of confidence.

Abstract: An apparatus and method for detecting an answering machine for a new voice message delivery method and system. The invention detects the presence of an existing answering machine or voicemail system of a Recipient by listening for talk-over during playback of the message or initial prompts. The method and system will also restart playback of the prompts and/or message if talk-over is detected to ensure that the message is properly recorded on the answering machine.

Abstract: The invention relates to a method for the training or adaptation of a speech recognition device used to act upon functions of an electrical appliance, for example the triggering of a voice dial in a mobile telephone terminal. In order to structure the training and/or adaptation of the speech recognition device to improve user comfort, a method is proposed with the following steps: performance of a speech input; processing of the speech input by means of the speech recognition device for the production of a speech recognition result; if the speech recognition result can be allocated to a function of the electrical appliance, action upon the allocatable function of the electrical appliance; training or adaptation of the speech recognition device on the basis of the speech recognition result associated with the speech input made, if the action upon the allocatable function of the electrical appliance does not cause a user input expressing rejection.

Abstract: A system and method for providing continuous confidence-based authentication. The present invention may be implemented in an incremental access authentication system for controlling access to secured data having various levels of security. During the course of a conversational session between user and machine, a confidence-based authentication system according to the present invention will periodically analyze the input speech of a user interacting with the system to compute a “confidence measure” for the validity of an original identity claim i provided by the user at the commencement of the dialog session. The “confidence measure” computation process according to the present invention is seamlessly integrated into the incremental access authentication system so that the system can tailor its interaction with the user based on its confidence in the original identity claim.

Abstract: A method for verifying access authorization for voice telephony in a fixed network line or mobile telephone line, as well as a communications network having such access authorization verification are described. The access authorization is verified by analysis of a voice signal which was entered by the subscriber placing the call, before or during a call in progress. In one variant, the voice signal is entered as a password before the connection is established; in another variant, voice signals are analyzed for voice recognition and subscriber identification, the same voice signals also being transmitted to the person being called, making concealed access verification possible which does not hamper the normal flow of conversation.

Abstract: An automatic mark-up method and system for receiving a digital stream having at least one tone and responsive thereto for automatically generating a document with at least one mark-up command corresponding to the tone. First, a tone symbol file is generated based on the digital stream. The tone symbol file includes at least one tone symbol for representing the tone in the digital stream. Next, a marked-up document is automatically generated based on the tone symbol document. A different marked-up document can be generated depending on different context information.

Abstract: A voice recognition unit recognizes a recognition word code corresponding to a speech uttered by a user along with a command code for executing a function of a control object. A function execution unit executes a function corresponding to the command code from the voice recognition unit. A message outputting unit extracts a recognition word corresponding to the recognition word code from a recognition word storing unit, and generates a message properly utilizing the extracted recognition word. The generated message is notified to the user via a display or a speaker, so that the user can confirm that the uttered speech is adequately recognized.

Abstract: A home gateway system has a transceiver (70) capable of establishing a wireless local loop connection (72). A voice processing system (74) is coupled to the transceiver (70). The voice processing system (74) is capable of storing a message from an incoming call. A caller identification processing system (76) is coupled to the transceiver (70). The caller identification processing system (76) determines a telephone number of the incoming call and routes the incoming call to the voice processing system (74), if the telephone number belongs to a screened group of telephone numbers.

Abstract: Authentication of voice message recipient network addresses employs generating (102) and storing (104) a “network file” that includes “voice clips” and associated network addresses that are extracted from voice messages received across a network (10) from voice message systems (16, 18). A voice clip is the first one to three seconds of voice extracted from each received voice message. Over time, the network file will grow to contain multiple voice clips and associated network voice message addresses. When a voice message originator subsequently enters a recipient's network address (106), the originating voice message system searches (114) the network file for the network address, retrieves the associated voice clip (116), and plays it for the voice message originator to authenticate the recipient's network address.

Abstract: During a telecommunication conference call, the name of the current speaker on the conference call is displayed on all telecommunication units that are utilized by the participants in the conference call.

Abstract: A system and method granting permission to transmit interactive voice broadcasts of a voice service over a voice network, including information derived from on-line analytical processing (OLAP) systems is disclosed. The system and method include a call server and a method for generating interactive voice pages related to product and service offerings, and for transmitting the voice pages to a user based on the user's permission. A permission module is provided for receiving user permission information from the user indicating the user's permission for telephone-based marketing.

Abstract: A system and method of directing calls is disclosed for a telephone network having remote locations. The remote locations receive incoming calls and attempt to route the calls using a basic call director. If the remote location cannot route the call, then data, such as a recorded spoken utterance, is provided to a central system. The central system then attempts to automatically determine how to route the call using the data from the remote location. If the central system is unable to automatically determine the routing information, then the data is provided to an operator who attempts to determine how to route the call. Finally, a caller can be connected directly to the operator, if the operator is not able to determine routing information from the provided data alone.

Abstract: In one embodiment, a system authenticates a caller before providing the caller with access to one or more secured resources. Identification and verification data is stored during system enrollment of known persons. A processing system, in a current call initiated by a caller and prior to identification of the caller, receives voice-based information for the caller including a digital representation of a telephone number spoken by the caller in the current call, the received information including voice-based identification information and voice-based verification information for the caller. The processing system automatically compares the received identification information and the received verification information for the caller with the stored identification and verification data for known persons, respectively, to uniquely identify and verify the identity of the caller as a particular known person. The processing system authenticates the caller for access to the one or more secured resources in response.

Abstract: A system for determining the status of an answered telephone during the course of an outbound telephone call includes an automated telephone calling device for placing a telephone call to a location having a telephone number at which a target person is listed, upon the telephone call being answered, initiating a prerecorded greeting which asks for the target person and receiving a spoken response from an answering person and a speech recognition device for performing a speech recognition analysis on the spoken response to determine a status of the spoken response. If the speech recognition device determines that the answering person is the target person, the speech recognition device initiates a speech recognition application with the target person.

Abstract: A method of identifying a caller with a telephone service operator. Of the invention, said method comprises the following steps: for the operator, drawing up a list of literal expressions and allocating the caller an identifier consisting of a combination of consecutive literal expressions taken from each of said lists, for the caller, connecting to said telephone service and speaking, in order, each literal expression of said combination, and for the operator, identifying the caller by using voice recognition to search for the combination of literal expressions allocated to the caller. Application to secure access to telephone services.

Abstract: Conversational protocols for implementing distributed conversational networking architectures and/or distributed conversational applications, as well as real-time conversational computing between network-connected pervasive computing devices and/or servers over a computer network. In one aspect of the invention, a communication stack for use in a real-time distributed conversational network comprises a first layer for generating encoded audio data, a second layer for wrapping encoded audio data in a real-time encoded audio data stream, and a third layer for wrapping control messages in a real-time control data stream for real-time control of conversational distributed functions over the network.

Abstract: Method, apparatus, and computer-readable media for minimizing the risk of fraudulent access to call center resources. The invention described herein provides a method of minimizing fraudulent access to call center resources, with the method including at least the following. One or more authenticated biometric samples are associated with at least one person. The person then submits at least one test biometric sample during a login process to obtain authorization to access to call center resources, for example, to process telephone calls or to receive training. This test biometric sample is captured and the differences between the test biometric sample and the one or more authenticated biometric samples is quantified. Depending on the degree of difference between the at least one authenticated biometric sample and the test biometric sample, the person's request for authorization to access call center resources is dispositioned.

Abstract: A system and method for associating text with a voice command and entering the associated text into an electronic device is disclosed. In one embodiment, the invention is a system for entering text into an electronic device, comprising, an input element for entering a text portion into the electronic device, a first memory for storing the text portion, a software code segment for recording a voice portion into the electronic device, and a second memory for storing the voice portion. The system also includes a software code segment for associating the voice portion with the text portion, a software code segment for associating the text portion with information to be entered in the electronic device, and voice recognition software to recall the text portion that is associated with the voice portion, where the input element inserts the text portion associated with the information to be entered into the electronic device.