Abstract: An audio indication of a message recipient is received from a user who desires that a message be sent to the message recipient. The audio indication is analyzed to determine the recipient and searching an electronic database for an account of the recipient. Information is retrieved from the electronic account. The retrieved information indicates at one or more modes of message delivery to the recipient. An audio guide for the user based is constructed upon the retrieved information. The audio guide includes one or more audio prompts that are entirely customizable and not based upon a predetermined pattern. The user is sequentially prompted with the audio prompts to select at least one of the modes of message delivery. The message is constructed and sent to the recipient according to the selected mode of message delivery.

Abstract: Embodiments of the invention provide a system for enhancing user interaction with Interactive Voice Response (IVR) destinations, the system comprising: a processor; and a memory coupled to the processor, the memory comprising: data encoding a database, the database comprising a list of telephone numbers associated with one or more destinations implementing an IVR; instructions executable by the processor for automatically communicating with at least one user; and instructions executable by the processor to pull at least one menu from the database and display the menu to the at least one user, wherein the menu is associated with a telephone number dialed by the at least one user, and wherein the menu comprises at least one icon.

Abstract: In exemplary embodiments, a universal messaging adapter provides hands-free operation of a communications device. The adapter communicates with the communications device, and in some embodiments, with a peripheral device such as another communications device, a headset, and other devices. The universal messaging adapter allows a user to use voice commands so that the user does not have to handle the communications device. The universal messaging adapter receives voice commands from a user interface and translates the voice commands to commands recognized by the communications device. The universal messaging adapter also monitors the communications device to detect communications device events and provides notice of the events to the user. Still further, the universal messaging adapter presents customized voice messaging tools that enable a portable voice messaging service that the user may use with a plurality of communications devices.

Abstract: A method of phone messaging includes encoding a data packet into an audio stream, said data packet comprising a message addressed to a mobile device operating in a wireless network, placing a call to said mobile device using a voice channel of said wireless network, transmitting said audio stream over said voice channel to said mobile device, and reconstructing said data packet from said audio stream.

Abstract: Tags, such as XML tags, are inserted into email to separate email content from signature blocks, privacy notices and confidentiality notices, and to separate original email messages from replies and replies from further replies. The tags are detected by a system that renders email as speech, such as voice command platform or network-based virtual assistant or message center. The system can render an original email message in one voice mode and the reply in a different voice mode. The tags can be inserted to identify a voice memo in which a user responds to a particular portion of an email message.

Abstract: A method is disclosed for associating a caller utterance with corresponding elements of a flowgraph that depicts a voice-response system. Thus, an analyst who selects an element in a flowgraph receives immediate access to those utterances—and only those utterances—that are associated with the selected element. The analyst can easily listen to the utterances and review statistics associated with them. The utterances are stored, retrieved, and presented in a systematic and organized way. In some embodiments in accordance with the present invention, an utterance is associated with the link between two events in the voice-response system. In some alternative embodiments, an utterance is associated with other data, including, but not limited to: the event that precedes it; the event that follows it; the telephone number of the caller.

Abstract: A telecommunication and multimedia management apparatus and method that supports voice and other media communications and that enables users to: (i) participate in multiple conversation modes, including live phone calls, conference calls, instant voice messaging or tactical communications; (ii) review the messages of conversations in either a live mode or a time-shifted mode and to seamlessly transition back and forth between the two modes; (iii) participate in multiple conversations either concurrently or simultaneously; (iv) archive the messages of conversations for later review or processing; and (v) persistently store media either created or received on the communication devices of users. The latter feature enables users to generate or review media when either disconnected from the network or network conditions are poor and to optimize the delivery of media over the network based on network conditions and the intention of the users participating in conversations.

Abstract: A voice-activated command interface module for interacting with a plurality of home-based electronic devices so as to allow for a remotely-located home owner to communicate with, command and control various ones of the electronic devices. The module includes a plurality of communication ports, each communication port associated with a different type of communication interface for providing communications to and from the plurality of electronic devices. The module also includes a voice network communication port for receiving the voice commands from the home owner and a data network communication port for transmitting monitoring and control information between the plurality of electronic devices and the home owner. In operation, the command interface module is responsive to voice commands received from a remote user via an incoming telephone line (either data or voice).

Abstract: Some example embodiments include a method of dynamically publishing directory information for a plurality of interactive voice response (‘IVR’) systems. The method includes receiving, by the IVR directory service on behalf of one of the IVR systems, a web services update request. The method includes determining, by the IVR directory service in response to the web services update request, updated directory information for the IVR system. The method includes updating the IVR system directory with the updated directory information for the IVR system. The method includes generating an updated voice mode user interface to reflect the updated IVR system directory with the updated directory information for the IVR system. The generating includes creating one more voice dialogs in accordance with the directory information, the one or more voice dialogs specifying a call flow defining the interaction between a caller and the IVR directory service.

Abstract: One or more tags are associated with a voice or multimedia message. These tags can be applied to the message based on one or more of an analysis of the message, rules, caller information, presence information, user input and GPS information. Based on the assigned and associated tags, one or more of message handling, classification and one or more actions can be automatically invoked to assist with management of messages. An interface is also provided that allows for the management of the assigned tags as well as the editing and creation of new tags and rules to assist with message management.

Abstract: Call specific information input by a user and user information pre-stored in a database are mapped to a voice response unit (VRU) map associated with a targeted VRU. A call with the targeted VRU is initiated and the targeted VRU is navigated to an option associated with a user goal input by the user. The VRU map is displayed and progress of the navigation of the targeted VRU is displayed to the user during the call on the displayed VRU map as the VRU is navigated.

Abstract: A method, article of manufacture, and apparatus for presenting a plurality of auditory communications having associated data representing at least one term identified in the communication is disclosed. In an embodiment, this comprises providing a visual representation of the term, providing links associated with occurrences of the term in the plurality of communications, and when a link is selected, playing a portion of the communication corresponding to the occurrence of the term. A portion of the communication following the portion corresponding to the occurrence of the term may be played.

Abstract: A conference system is provided with enhanced settings capabilities. A controller can poll for settings at each endpoint in a conference system and be able via the video stream to selectively display and compare settings among the endpoints. One location can push its settings to one or more locations to overcome failures or degradation in the conference. The settings between different controllers may be rationalized via a common denominator method or tabular method to build a knowledge of how to configure conferences and to automate responses to problems.

Abstract: Disclosed are systems and techniques by which a caller may specify a callee's telephone number and be connected directly to a carrier provided voice mail facility associated with the identified the telephone number, even though the callee's carrier may not be the same as the caller's carrier. In the disclosed technique, a telephony server places a “Send a call” request to a server which then sends a signaling call that busies out the channel associated with the callee. The telephony server places a second call (the actual voice message) upon confirmation that the signaling call has been initiated, forcing the second call to the carrier's voice mail facility associated with the callee, since the first signaling call busied the first channel. Prior to sending the signaling call, a database look up is performed to determine which carrier services the callee number. Once the carrier is determined, another memory look up is performed to determine the time delay associated with that carrier.

Abstract: Information associated with messages and/or missed calls is provided to a subscriber. Calls received but not answered by the subscriber may be monitored. Each monitored call is classified as one of a missed call and a message. The monitored calls may be summarized based on a customizable rule set to create a summary. The summary is provided to the subscriber via, for example, a voice notification.

Abstract: A spoken dialog system and method having a dialog management module are disclosed. The dialog management module includes a plurality of dialog motivators for handling various operations during a spoken dialog. The dialog motivators comprise an error handling, disambiguation, assumption, confirmation, missing information, and continuation. The spoken dialog system uses the assumption dialog motivator in either a-priori or a-posteriori modes. A-priori assumption is based on predefined requirements for the call flow and a-posteriori assumption can work with the confirmation dialog motivator to assume the content of received user input and confirm received user input.

Abstract: In one embodiment, the present disclosure is a method and apparatus for navigation of a dialogue system. In one embodiment, a method for facilitating navigation of a menu of a dialogue system includes encoding data including information for navigating the menu in a machine-readable data structure and outputting the machine-readable data structure.

Abstract: Embodiments of the invention provide an enhanced telephone system. The telephone system comprises a database that comprises phone numbers and menus corresponding to the phone numbers. Further, the menus comprise options for selection. The telephone system comprises means for comparing a dialed number to the phone numbers in the database, displaying a menu based on a result of the comparison, enabling selection of the options from the displayed menu, and establishing a connection with a destination of the dialed number based on the selection of the options.

Abstract: A computer-implemented voice mail method includes obtaining an electronic audio file of a recorded user message directed to a telephone user, automatically generating a transcript of the recorded user message, and identifying locations in the transcript in coordination with timestamps in the recorded user message so that successive portions of the transcript can be highlighted in coordination with playing of the recorded user message. The method also include identifying one or characteristics of the message using meta data relating to the recorded user message, and storing the recorded user message and information about the identified locations of the recorded user message.

Abstract: A method for grouping voice messages includes extracting a voice signature from a voice message and tagging the voice message with an identification associated with the voice signature. The method also includes grouping the voice message based on the identification.

Abstract: A system and method for efficiently transcribing verbal messages to text is provided. Verbal messages are received and at least one of the verbal messages is divided into segments. Automatically recognized text is determined for each of the segments by performing speech recognition and a confidence rating is assigned to the automatically recognized text for each segment. A threshold is applied to the confidence ratings and those segments with confidence ratings that fall below the threshold are identified. The segments that fall below the threshold are assigned to one or more human agents starting with those segments that have the lowest confidence ratings. Transcription from the human agents is received for the segments assigned to that agent. The transcription is assembled with the automatically recognized text of the segments not assigned to the human agents as a text message for the at least one verbal message.

Abstract: A system receives a condition for an interactive voice response (IVR) application, automatically tests the IVR application based on the received condition, and generates a test result based on the automatic testing of the IVR application.

Abstract: A voice response unit (VRU) includes a silent prompt feature in the form of an intentional delay inserted after a message is given to a caller, during which delay the caller may invoke alternative processing or interrupt current processing. If appropriate alternative or interrupt commands are not received during the delay period, then processing continues as provided in accordance with the previously played message. The duration of this silent prompt delay is carefully selected to provide sufficient response time for the caller to request alternative processing, while avoiding a perceptible or objectionable delay to the average caller not requiring alternative processing.

Abstract: Techniques are described for providing relevant information to users (e.g., information that is at least potentially of interest to the users). Relevant information for a user may be automatically determined based on a determined context of the user and/or on a request for that information from the user. For example, voice-based information may be obtained from a user in one or more ways, and then analyzed to identify requests or other indications of information of interest and/or to otherwise determine a context of the user that corresponds to potential information of interest. Relevant information for a user may be provided to the user in various ways, such as via a voice-based response during a telephone call and/or via one or more electronic messages sent to the user (e.g., via emails, instant messages, paging messages, SMS or other text messages, etc.).

Abstract: A method includes initiating a call from an interactive voice response (IVR) system to a first device associated with a user in response to a request. The method includes receiving voice input data at the IVR system via the call. The method also includes performing a search of a media content database based at least partially on the voice input data. The method further includes sending search results identifying media content items based on the search of the media content database to a second device associated with the user.

Abstract: Example methods, apparatus, and articles of manufacture to collect wireless information are disclosed. A disclosed example method involves installing an operating system and a data collector to execute outside a context of the operating system on a wireless handheld device. A testing process is performed to ensure functionality of the wireless handheld device. An application is installed on the wireless handheld device to execute in the context of the operating system. The data collector is to collect usage information regarding the application and to provide the usage information to a network provider.

Abstract: In accordance with one embodiment, a method for operating a telephonic voice content system is provided. The method, comprises in a non-live agent mode, interacting with a caller by receiving an utterance from the caller, performing a machine selection of voice content to play to the caller based on the utterance, and playing the machine-selected voice content to the caller; and upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, and selects voice content to play to the caller based on the conversation; and switching to the non-live agent mode and playing the live agent-selected voice content to the caller.

Abstract: Architecture that employs a combination of in-band signaling (e.g., DTMF) with speech recognition to deliver usability improvements. The in-band signaling allows the user to indicate to the system when a barge-in operation is occurring and/or when to start listening to subsequent speech input and optionally, when to stop listening for further speech input. The in-band signaling can be utilized during a telephone call and using wireline and wireless telephones. Moreover, the architecture can be incorporated at the platform level requiring little, if any, application changes to support the new mode of operation.

Abstract: A method of accessing content at a speech-enabled automated system is disclosed and comprises receiving a verbal input at an interactive voice response system. The interactive voice response system can include one or more table-driven state tables, in which action-objects are embedded. Further, the method can include retrieving content from an information store, wherein the content is associated with the verbal input. The information store is logically external to the interactive voice response system.

Abstract: A single, subjective numerical rating to evaluate the performance of a telephone-based spoken dialog system. This CE rating is provided by expert human listeners who have knowledge of the design of the dialog system. Different human raters can be trained to achieve a satisfactory level of agreement. Furthermore, a classifier trained on ratings by human experts can reproduce the human ratings with the same degree of consistency. More calls can be given a CE rating than would be possible with limited human resources. More information can be provided about individual calls, e.g., to help decide between two disparate ratings by different human experts.

Abstract: A system and method for updating call redirection information and other communication redirection information. The system is integrated with and accessed by a subscriber via a voicemail system or call handling server. The system may present one or more options to a subscriber to provide call redirection information. The subscriber may provide call redirection information, such as an alternate number, via an interactive voice response (IVR) component of the voicemail system or call handling server. The subscriber may also access the system and provide call redirection information via a voicemail system or call handling server web interface, a user-selectable menu on the subscriber's telecommunications device, and so on. The system communicates with other components in a telecommunication network to provide the call redirection information and enable calls to a telecommunications device to be appropriately redirected or deflected.

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 machine-readable medium and a network device are provided for speech-to-text translation. Speech packets are received at a broadband telephony interface and stored in a buffer. The speech packets are processed and textual representations thereof are displayed as words on a display device. Speech processing is activated and deactivated in response to a command from a subscriber.

Abstract: A voice channel connection and a data channel connection are established with a structured voice interaction system. Navigation information for and provided by the structured voice interaction system is received over the data channel connection. The data channel navigation information is coordinated with navigation information provided by the structured voice interaction system over the voice channel connection.

Abstract: A computing device may receive a record order from a client device. The record order may include recording instructions for a communication session involving an interactive voice response recording system. The computing device may provide the record order to the interactive voice response recording system and, in response to providing the record order to the interactive voice response recording system, receive record metadata corresponding to the communication session and store the record metadata locally. The record metadata may include a storage location of record data corresponding to the communication session, and the record data may include a recording of the communication session.

Abstract: A method and a processing device for managing an interactive speech recognition system is provided. Whether a voice input relates to expected input, at least partially, of any one of a group of menus different from a current menu is determined. If the voice input relates to the expected input, at least partially, of any one of the group of menus different from the current menu, skipping to the one of the group of menus is performed. The group of menus different from the current menu include menus at multiple hierarchical levels.

Abstract: An audio indication of a message recipient is received from a user who desires that a message be sent to the message recipient. The audio indication is analyzed to determine the recipient and searching an electronic database for an account of the recipient. Information is retrieved from the electronic account. The retrieved information indicates at one or more modes of message delivery to the recipient. An audio guide for the user based is constructed upon the retrieved information. The audio guide includes one or more audio prompts that are entirely customizable and not based upon a predetermined pattern. The user is sequentially prompted with the audio prompts to select at least one of the modes of message delivery. The message is constructed and sent to the recipient according to the selected mode of message delivery.

Abstract: A call-recording and retrieval system operates from a computerized server in a contact-center, the server executing software from a machine-readable medium. There is a data repository coupled to the computerized server, and an interface at the server enabled to monitor voice interaction between an agent of the contact center and a customer. The server is enabled to follow one or both of direct input from the customer in a monitored interaction and stored rules associated with the customer to record and playback voice interaction between the agent and the customer.

Abstract: A method and exploration engine for automatically detecting a call flow path of a voice application having a plurality of dialog states, the method comprising the steps of: identifying, in an automated manner, the plurality of dialog states of the voice application through execution of the voice application; and identifying at least one relationship between the plurality of dialog states. The method may further comprise some of the following steps: creating a unique identifier (ID) for one of the plurality of dialog states, wherein the unique ID is based on information received when executing the voice application, wherein the information comprises attributes associated with one of the plurality of dialog states; storing the unique ID and other information associated with the dialog state; and graphically illustrating a call flow path of the voice application based on the unique ID and other information stored in the database.

Abstract: This invention allows a Voice System to adapt to the speaking accent of the user. This means that users of the system would automatically hear the voice messages played by the Voice System in the same accent that they are likely to be speaking in. The purpose of the invention is to permit more fluid, productive, user friendly and shorter interactions with IVR and other Voice Systems.

Abstract: A system for facilitating communications with an automated response system includes a database for storing an address book entry. The address book entry includes a location name and contact number for a location that employs an automated response platform that does not accept voice commands. The address book entry also includes at least one stored voice command related to a navigation command of the automated response platform and one stored associated assigned keystroke for the command. A voice response signal digital signal processor receives a voice input from a user corresponding to the stored voice command. A telephonic signal generator is included, such that when the user utters the voice input corresponding to the stored voice command, the system recalls the stored associated assigned keystroke and delivers a signal corresponding to the keystroke as a telephonic signal to the automated response platform.

Abstract: Systems and methods for processing audio are provided. The system may include a processor to convert an audio input received via a call to text. The processor may perform a comparison between a portion of the text to one or more phrases included in a table. The processor may also make a selection of at least one of a first object or a first action based on the comparison.

Abstract: Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.

Abstract: A voice response unit (VRU) includes a silent prompt feature in the form of an intentional delay inserted after a message is given to a caller, during which delay the caller may invoke alternative processing or interrupt current processing. If appropriate alternative or interrupt commands are not received during the delay period, then processing continues as provided in accordance with the previously played message. The duration of this silent prompt delay is carefully selected to provide sufficient response time for the caller to request alternative processing, while avoiding a perceptible or objectionable delay to the average caller not requiring alternative processing. Optimally, this delay period should be within a range of one to two and one-half seconds and, preferably, within a range of 1.2 to 2.3 seconds, an optimal time being 1.8 seconds.

Abstract: A communication terminal includes a first input device for receiving a voiced input, a second input device for receiving a user input command, and a processor for conducting communications through a communication network. The processor is connectable to a messaging system having a message memory. When a user inputs a create message signal at the second input device, the processor monitors the first input device for receipt of a user voiced message, and transmits the user voiced message to the messaging system for storage in the message memory. The message is accessible by the user from the messaging system using the communication terminal.

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. The method further can include determining a call back number for the caller and initiating a call back of the caller from the IVR system using the call back number of the caller thereby re-establishing an IVR session for the caller.

Abstract: A method, apparatus, computer program product and service for directory dialer name recognition. The directory dialer has a directory of names and a first name grammar and a second name grammar representing phonetic baseforms of first names and second names respectively. The method includes: receiving voice data for a spoken name after requesting a user to speak the required name; extracting a set of phonetic baseforms for the voice data; and finding the best matches between the extracted set of phonetic baseforms voice data and any combination of the first name grammar and the second name grammar. The method can further include: checking the best match against the directory of names; if the best match does not exist in the directory, informing the user and prompting the next best match as an alternative; and if the best match does exist in the directory, forwarding the call to that best match.

Abstract: A system for processing voicemail is provided that includes a voicemail database processor establishing one or more of an accounts table, a messages table, a distribution list table, a distribution lists members tables, and a delete request table. In operation a message navigation menu is provided to a user to allow the user to move back and forth a specified number of voicemails, change between urgent and normal priority voicemails, retrieve messages only from a specific mailbox or from outside the system, or initiate an improved deletion operation.

Abstract: An embodiment of a method for recording a to-do list includes receiving an incoming call by a first communication device from a caller using a second communication device. In at least one embodiment, the first communication device is located at a customer premise location. The method further includes prompting the caller to record an audio to-do list, recording an audio to-do list from the caller, and converting the audio to-do list into a text to-do list. The method further includes converting the text to-do list into at least one to-do list item, and sending the at least one to-do list item to a computing device to be utilized by an application. In at least one embodiment, the method further includes adding the at least one to-do list item to a software calendar application associated with the computing device.

Abstract: Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, the method comprising detecting an abrupt customer call disconnect; storing IVR options selected by customer before the abrupt customer call disconnect; sending an SMS/voice message notification to the customer; receiving customer call re-connection; determining, whether there is status information of an abnormally terminated call corresponding to the customer call re-connection; retrieving status information of the abnormally terminated call; connecting the IVR system to the customer; and providing IVR system options to the customer based upon the particular disconnect scenario.