Abstract: An automated transaction processing system designed to minimize human labor comprises various automated resources and at least one live operator. A transaction such as a telephone call is divided into a number of subtransactions The live operator processes only those subtransactions that cannot be processed by an automated resource or those subtransactions for which live operator processing is desirable. An automated resource is assigned to process the remaining subtransactions. One type of automated resource resource is an audiotext address generator, which automatically recognizes whether human speech over the public switched telephone network matches textual information such as a user's name and address. The system is also capable of processing transactions in media other than telephone, including internet transactions. A method for processing internet that includes synchronizing a live operator's display to an Internet user's display is also provided.

Abstract: A voice-enabled user interface and method for enabling a user that is providing audio and vocal input to access data from telephone service systems that are only responsive to dual tone multi-frequency (“DTMF”) signals. A user access the voice-enabled user interface with a telephone device and provides input that is translated into a DTMF translation that can be recognized by DTMF telephone service system. A template of the voice-enabled user interface maps menu states, prompts, and acceptable inputs of the DTMF telephone service system. The template also monitors the current state of the telephone service system at all times. The invention also enables a user to jump from one menu state to another menu state of the telephone service system without having to enter input for each menu state between the first and the second menu states.

Abstract: A system and method for recording a telephone conference and replaying a portion of the recording during the conference. Users can participate in the conference by connecting through different types of networks using a device having one or more types of communication lines. The recording can be in audio format, text format (obtained by converting the audio to text), or both. Thus, users could potentially 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. Both text and audio may be compressed (in real time if required) to save storage space. Users may issue playback-type requests such as play, rewind, fast forward, stop, and pause to navigate through the recorded data. While the user is issuing requests and is reviewing missed information, only the user can hear the playback.

Abstract: A computer-implemented control center for permitting a subscriber of a plurality of communication services of a unified mess aging system to customize communication options pertaining to the plurality of communication services. The communication options include parameters associated with individual ones of the plurality of the communication services and routings among the plurality of communication services. The plurality of communication services comprise a voice telephone service through a telephony-centric network and an e-mail service through a data-centric network. The communication options are accessible via display terminals coupled to the data-centric network and via telephones coupled to the telephony-centric network.

Abstract: Method and apparatus are provided for generating a prompt stream in a telephony system. At least one voice prompt associated with at least one audio stream to be played to a user of the telephony system is inserted into the prompt stream. Also inserted into the prompt stream is at least one active prompt associated with computer program instructions to be executed when the prompt stream is processed. Also provided are method and apparatus for processing the prompt stream. The at least one audio stream associated with the at least one voice prompt is played to the user, and the computer program instructions associated with the at least one active prompt are executed.

Abstract: A method of providing streaming audio to a non-streaming telephony audio interface can include receiving audio segments of a complete audio message and storing the audio segments in memory. A size of the audio segments can be determined. A callback can be registered for each of the audio segments, wherein each registered callback can be provided a timer value associated with the size of the audio segment for which the callback was registered. The complete audio message can be played when an active one of the callback timers expires.

Abstract: The invention is directed towards an automated system for extracting voice messages from a voice mail system and for providing unified access to voice mail and electronic mail or voice mail and the internet. For a given user, a voice mail remote access server connects to the user's voice mail system through a telephone or data network, and uses speech recognition and understanding to navigate through the prompts of the voice mail system and extract the user's voice mail. Depending upon the access mechanism preferred by the user, the voice messages are sent as e-mail messages with attachments (audio files) to the user or made accessible to the user's world wide web server or displayed to the user using a stand-alone voice mail player application.

Abstract: A method, system and apparatus are provided for conducting a dialog exchange between an interactive voice response (IVR) system and a user. In general, the dialog exchange between the user and the IVR system is effected by the persona of the IVR system. The persona is selected from a library of personas in accordance with the user's personality or demeanor. To determine the user's personality or demeanor, the IVR system monitors the user's responses, verbal or otherwise, to system prompts and adjusts the IVR system's persona in response to changes in the user's personality or demeanor.

Abstract: A method of operating a telecommunications network (10) for providing a voice-activated telephone directory is disclosed. The directory is toll-free to the caller and accessible via a heavily advertised, easily remembered access number wherein the caller is quickly and automatically connected to the selected business.

Abstract: Methods and systems are provided for the recognition of voice information from a call between at least two human parties or between one party and an automated attendant system. Voice data from the call may be analyzed with a voice recognition system so that a subset of the voice data is at least partially recognized and extracted. Further, the information from the results of analyzing the call may be provided to at least one of the parties and/or stored.

Abstract: Methods and systems for enabling a subscriber to reply to a voice mail message that has been made available for the subscriber at a voice mail system (VMS). In response to an indication, the VMS transmits a release message with respect to the subscriber's communication to the VMS, which communication then is terminated to an intelligent network element (INE). The INE originates a call to the party to whom the subscriber desires to reply. The subscriber's communication and the INE's call are bridged to form the reply call from the subscriber to the party. The VMS is not included in the call path. After the reply call is concluded, the bridge is dismantled, the IP is released, and the subscriber's communication is returned to interaction with the VMS without the subscriber having to make a separate call into the VMS.

Abstract: A method and system for creating automated voice response menus for telecommunications services includes the creation of a task for the menu. The menu includes a group of pre-recorded messages assembled in manner to complete the task. The menu retrieves certain required inputs and certain optional inputs from a subscriber of the telecommunications service. The menu does not permit the user to provide other inputs or to select other menus. Instead, the menu uses straight-line processing to direct the user towards task completion. Once the task is complete, the user is immediately exited from the system.

Abstract: An automated toll-free telecommunications information service may be provided responsive to a user sending an E-Mail request via the Internet or by a caller dialing a toll-free telephone number and announcing a voice request. A service node interprets the request and collects matches to the request from a database. A match to a request may comprise the identity of an entity corresponding to the match, a toll-free number for the match and a brief information sketch describing the entity. The matches are announced and played for the caller. The caller may barge in with a predetermined voice announcement such as “please dial” when they wish to select an item of the list. In response, the service node initiates the launch of a call to the selected entity.

Abstract: A system and method for performing independent third party verification utilizes an automated system for posing questions to a customer and for recording and analyzing the customer's responses to those questions. The system could include a voice synthesizer or an audio player for posing oral questions to a customer. The system could also include voice recognition capabilities to analyze a customer's oral responses to questions. The system could also be provided with the capability to analyze a series of customer responses and to create an automated score to confirm or deny the verification process. The system could further include a live operator interface to allow a live operator to quickly review only the customer's responses to a series of verification questions. The live operator's analysis of the customer responses could be compared to the automated analysis as a further check on the verification process.

Abstract: A system and method for performing independent third party verification utilizes an automated system for posing questions to a customer and for recording and analyzing the customer's responses to those questions. The system could include a voice synthesizer or an audio player for posing oral questions to a customer. The system could also include voice recognition capabilities to analyze a customer's oral responses to questions. The system could also be provided with the capability to analyze a series of customer responses and to create an automated score to confirm or deny the verification process. The system could further include a live operator interface to allow a live operator to quickly review only the customer's responses to a series of verification questions. The live operator's analysis of the customer responses could be compared to the automated analysis as a further check on the verification process.

Abstract: Facilitating voice access to personal information in a manner that the caller may voice command an action to be performed in response to hearing a particular personal information item. The voice commanded action is then automatically performed even if the action requires access to another personal information item of a different type. A voice access server receives a caller-issued voice command to hear a first item of personal information (such as a calendar item) corresponding to a first personal information type. Then, the voice access server automatically accesses the requested information, and audibly speaks the item to the caller. The caller may then submit a voice request to act on the first item of personal information. The voice access server then automatically accesses any other personal information needed to perform the requested action, even if access to a different personal information type is needed.

Abstract: A telephone set 2 to be connected to a main unit 1 of a private branch exchange or a key service unit includes therein a verbal telephone directory memory section 28d which stores information relating to the voice of the user and information relating to telephone numbers, a control section 28a which recognizes the user's input voice on the basis of the voice information and controls a dialing operation on the basis of the phone-number information, and a predetermined guidance memory section 28c which stores predetermined guidance used for giving instructions to the user in the form of voice or an indication.

Abstract: System and method for providing at least one predetermined automated message to an account holder via a voice response unit based on a likely reason for the call by the account holder to be because of a recent transaction decline.

Abstract: A synthesized voice message system, comprised of a message storage block and a text-to-speech block which are interconnected, forming a “voicemasks” product which enables the transmission and receipt of synthesized voice messages to and from users using an e-mail server, or an internet server, or a computer telephony server for fixed or cellular phones which can be part of a local telephone company system or a stand-alone system according to selected voice parameters.

Abstract: A message processing device is adapted to obtain text data and read aloud the text data aloud by using a voice synthesizer. A loudspeaker device is connected to the message processing device to output or read aloud the text data. The text data can be received through a receiving device that receives outside information data or e-mail message data. The voice synthesizer can be controlled by an outside information controller, with the outside information controller being able to distinguish senders of the text data and being able to select one voice tone data to read aloud messages sent by one sender. If the controller recognizes that there are other messages sent by another sender, the controller allots different voice tone data for the other sender's messages. The message processing device can include a voice navigation device to generate voice signals for giving route guidance messages or information to a driver of a vehicle.

Abstract: A network-based intercom system and method comprises software and the necessary portions of a computer network on which it is implemented. The software includes a dispatcher portion to be installed on any of the computers of the network, and an intercom module portion to be installed on each of the participating computers in the system. The system has the advantage that it can be installed on non-dedicated computers, thus avoiding costly and inconvenient wiring and hardware installation. The system provides automatic message receipt without unnecessarily interrupting a recipient. This is achieved by signaling that a message has been sent by an assigned audible tone that is unique to the addressee. Thus, the recipient becomes aware that he or she has automatically received a message. The message is displayed in a banner on the addressee's computer monitor for selective viewing based on an order of priority.

Abstract: A user-requested command with both visual and hearing information is indicated. Additionally, with a user friendly method, the user understands what content to input. The user-requested command is expressed in the form of a template sentence. Template part in the template sentence is vocalized, and a slot area in the template sentence is expressed using a sound or voice. The user inputs his or her voice to be input to the slot area.

Abstract: A system for recording an audio description of an item that may be offered for sale over the Internet makes use of an Interactive Voice Response (IVR) system. A user wishing to make an audio recording accesses the IVR system via a telephone or a computer, and interacts with the IVR system to record, edit and/or re-record the audio description of the item. The IVR system can then place the recorded audio description in one or more electronic data files on an Internet server. The data files can then be accessed, via the Internet, and played over user computers. The process of recording an audio description may also include a prompt for the user to input a predefined control number. Such a predefined control number could be assigned by an Internet content provider before the audio recording is created. The IVR system could then store the audio recording, on an Internet server, in a data file having a filename that reflects the control number.

Abstract: An arrangement for providing captioned telephone service is provided which permits persons who are hard of hearing to receive captioning of their telephone communications as they need it. A personal interpreter/captioned telephone device can dial a relay on a second telephone line while the assisted user if conversing with a hearing user over a first telephone line. The second telephone line connects to a relay which provides voice to text translation service and returns a text stream to the captioned telephone device.

Abstract: An interactive apparatus allows the user to interrupt an outgoing prompt and remove component which is normally found in the users' responses (e.g., a frequency band) from the outgoing output prompt. An input signal analysis unit in the apparatus is able to detect the response of the user (and distinguish it from an echo of the outgoing prompt) by noting the presence of the component which is lacking from the outgoing prompt. As an alternative, the apparatus may force spaced timeslots in the outgoing signal to silence. In that case, the input signal analysis unit can detect the presence of the user's signal over a predetermined time interval. As well as being applicable to apparatuses which involve the user in prompt/response dialogues, the invention is also useful in relation to the interruption of messages being replayed by voice-controllable answerphones of the like.

Abstract: A messaging system comprises a storage unit for storing e-mail messages, a text-to-speech converter for converting the different text segments of e-mail messages into speech signals for playback to a user via a telephone handset, and a cache for storing the speech signals of selected ones of previously converted text segments. Upon a subsequent request by a user to convert the text segments of a new e-mail message to speech signals for playback via a telephone handset, the speech signals of previously converted text segments that are identical to any text segments of the new e-mail message are played back from the cache thus avoiding the need for the text-to-speech converter to convert those text segments of the new e-mail message to speech. The load on the text-to-speech converter is thereby reduced.

Abstract: A system and method for simultaneously conducting multiple telephone conversations is provided. In an embodiment, a user converses with one individual on a first channel while simultaneously transmitting audible utterances to a second individual or a second channel. The user can select the desired channel or channels and a desired phrase and an electronic representation of the selected phrase is transmitted over the selected channel(s).

Abstract: A method and apparatus are disclosed for delivering enhanced messages to a calling party. A message document address is provided to the calling party that is a pointer or hyperlink to a message document containing a message for the calling party, such as a uniform resource locator (URL) identifying an Internet document. The calling party may receive a message, e.g., when the called party is not available or containing a list of user-specific menu options in an IVR system. The message document can be (i) a static document created; (ii) a default document created; or (iii) a dynamically generated document based on one or more rules that alter the content of the document based on various characteristics of the calling party or the call (or both). The presentation of the message document address to the user can be conditioned upon the satisfaction of one or more rules, such as when the called party is unavailable or based on one or more predefined characteristics of the calling party or the call (or both).

Abstract: A method and system enable the automatic generation of a call processing control record. A user creates a schedule entry comprising a plurality of data entries on an electronic scheduler. The data entries are transmitted from the electronic scheduler to a call processing control record generator. The data entries are compared with stored data. In response to the data entries, the call processing control record generator generates a call processing control record which can be stored in a call processing control record database. The call processing control record can be used to forward calls or transmit an announcement to the calling party.

Abstract: A method and system for accomplishing real-time drilling in conjunction with interactive, real-time, voice transmission of information to a user is disclosed. A voice-based communication between a user and a first system is established and a report is transmitted to the user. The report might comprise information and at least one request for user input based on said information. In response to the report, the user can request that additional information be drawn from the report via drilling. The requested information is extracted from the original report in real-time.

Abstract: An automatic voice response section transfers voice input from a caller to a voice recognition section, and the voice recognition section generates a voice recognition result. The voice recognition result is synthesized at the voice response section into a voice confirmation message and sent back to the caller for confirmation that the voice input was correctly recognized. When a response by the caller to the confirmation message is negative, the automatic voice response section plays the previously received voice input from the caller as audio to a screener interface. A screener listens to the audio and enters a screener recognition result at the screener interface. The screener recognition result is synthesized into a voice response message by the voice response unit and transmitted to the caller for confirmation. Only if the caller responds negatively to the message based upon the screener recognition result is the call switched to an operator for manual handling of the callers special problems.

Abstract: A network method for using interactive voice response (IVR) for telecommunication. Voice menu options for a menu level with a voice menu hierarchy are played to a caller. Each menu option can be a voice segment that is audibly played to the caller. The IVR system receives control input in which a second plurality of menu options are received. The menu options in the second plurality are selected from any of the previously presented individual menu options. The selected menu options can be temporarily saved in a memory location in the IVR system. The IVR system can retrieve the selected menu options from the memory location. The second plurality of menu options for the menu level is played to the caller to give the caller control over which part or parts of the menu options are to be repeated.

Abstract: An interactive voice response system including a terminal and a center apparatus is disclosed. The terminal has a ten-key pad having a plurality of keys, which are so arranged as to emit lights in response to a control signal. The apparatus has a voice response program including one or more menus. The apparatus sends an audio guide for one of the menus to the terminal. The audio guide comprises audio option guides for menu options of the menu. The menu options and corresponding key IDs are extracted from the audio guide and sent to the terminal. Then, the menu options and the corresponding key IDs are displayed on a display device. The terminal also causes keys of the corresponding key IDs to emit lights. In response to an input of one of the keys, a signal associated with the key is sent to the apparatus.

Abstract: An editing system for real-time remote transcription, such as may be used by deaf or hearing impaired individuals, displays transcribed text on a screen prior to transmission so that a human call assistant may identify words being held in a buffer by their spatial location on the screen to initiate a correction of those words either through speech or text entry.

Abstract: A system for wireless communication comprises an architecture of routers connected to a network and having connected transceivers for wireless transmission and reception of data, and a plurality of hand-held communicators adapted for users to communicate with the network through the routers. The system is configured for data network telephony (DNT) in the wireless portion, wherein voice data is encoded and transmitted in real time in data packets, and also provides data exchange for document-type entities. In one aspect a unique mirroring of channels from the wireless portion to a hard-wired link provides for mutual access and sharing of overall bandwidth from and to individual transceivers.

Abstract: A method and apparatus to verify a dialed number is described. A request is received from a calling party to send a first call station a number sent from the first call station and associated with a second call station. The number is sent in accordance with the request.

Abstract: A method for providing multiple calling service announcements on a single circuit card within a telephone network. The method reduces the number of stored speech files necessary to generate announcements regarding a calling service such as Automatic Call Back or Enhanced Repeat Dial. By reducing the amount of speech data stored on a circuit card, multiple calling service announcements can be provided on a single circuit card, thereby reducing equipment costs.

Abstract: A method and apparatus for storing a voice message. The method includes the steps of storing a coded representation of the voice message in a block of memory associated with the voice message and sized to correspond to the size of the coded representation, retrieving the coded representation to play the voice message to a user, compressing the coded representation to produce a compressed representation of the voice message, the compressed representation having a lesser size than the coded representation, after the coded representation has been retrieved, and storing the compressed representation of the message in the block of memory in place of the coded representation.

Abstract: An announcement device in an electronic switching system is disclosed. It includes a virtual recorder in an electronic switching system. This allows for using a virtual channel for recording and monitoring voice announcements without occupying a system channel. The device includes a first switch highway (SHW) control section for controlling an announcement, a second SHW control section for controlling the announcement, a SHW channel for passing control signals of the first SHW control section and the second SHW control section, and a switch coupled to the SHW channel for performing an announcement. The first SHW control section and the second SHW control section perform address latching and data latching, respectively, for the announcement. The announcement device thus allows for a recording/monitoring service or a self loop-back test, without occupying a channel among the SHW channels performing announcement services.

Abstract: The specification discloses a system and method for providing a Lightweight Directory Application Protocol (LDAP) version of a telephone user interface, such as Interactive Voice Response (IVR). A user's telephone number corresponds to an entry in the LDAP directory. The directory entry maps the telephone number to other entries in the directory. The directory entries provide log-in, password and menu prompts for the user. Each user can customize his user interface by modifying the directory entry.

Abstract: A method of presenting an item from a menu of an IVR system for selection is provided, comprising presenting the item to a caller, presenting an audio space to the caller, and detecting any of a number of inputs from an input device during the presentation of the item and the audio space to indicate the selection of the item by the caller.

Abstract: A system and method of providing interactive data exchange between a plurality of outside parties utilizing a plurality of telephone apparatus, a voice response unit, at least one operator terminal, and at least one database regardless of the configuration of the voice response unit to a voice path switch. The system includes a voice response unit interface, for receiving and storing data acquired by the voice response unit. The data includes an automatic number identifier for each call. When calls are to be transferred to an operator terminal, the call is inserted into a queue that is monitored by a data controller. The data controller identifies each call by its ANI and searches the voice response unit interface to retrieve data stored therein, which is associated with the call. The data is then provided to an operator terminal for an operator assigned to handle the call.

Abstract: A method, apparatus, and system for communicating an instant message where the destination of the instant message may select whether to receive the instant message as text or speech independent of the origin of the instant message.

Abstract: A method of analyzing a menu structure associated with an interactive voice system that supports interactive voice response users is disclosed. A graphical representation of the menu structure is generated and communicated to an on-line user. The graphical representation is used by the on-line user to select graphical menu items corresponding to interactive voice response prompts.

Abstract: A central station is provided to which the pharmacy can forward calls at the convenience of the pharmacy. A caller will call in to the pharmacy to request a refill and the call will be automatically routed to the central facility unbeknownst to the caller. The central station will obtain the refill information required, preferably by means of an automated computer system as is known in the art. This information can then be transferred to the pharmacist in a number of ways, such as by periodically faxing the information to the pharmacy. Voice messages could be flagged and the pharmacist would have to call into the central facility to obtain the voice mail message. Alternatively, a PC could be installed in the pharmacy having a reduced version of a complete, stand-alone program. The refill information can then be sent to the pharmacy by modem and the pharmacist could see a computer display of the refill orders and could hear voice messages. Alternatively, the information could be e-mailed to the pharmacy.

Abstract: An IVR operative for voice communication with a telephone network and a data network and including a VoiceXML interpreter The VoiceXML interpreter being operative to provide a streaming audio output to the data network.

Abstract: An interface for an electronic classified advertising system. The interface includes a feature which allows an advertiser to enter the system and input an access number to hear all of the advertisements which the advertiser has on the system. The advertiser is then prompted to indicate satisfaction or dissatisfaction after each ad is played.

Abstract: A method and an apparatus for providing audio information to a user. The method and apparatus provide information in multiple modes that represent various pieces of information and/or alternatives.

Abstract: A relay is described to facilitate communication through the telephone system between deaf people and hearing people. To overcome the speed limitations inherent in typing, the call assistant at the relay does not type most words but, instead, re-voices the words spoken by the hearing person into a computer operating a voice recognition software package trained to the voice of that call assistant. The conversation-type flow of communications achieved by this type of relay enables the design of a new class of interpreters for the deaf.

Abstract: A system for developing, deploying and maintaining a voice application over a communications network to one or more recipients has a voice application server connected to a data network for storing and serving voice applications, a network communications server connected to the data network and to the communications network for routing the voice applications to their intended recipients, a computer station connected to the data network having control access to at least the voice application server, and a software application running on the computer station for creating applications and managing their states. The system is characterized in that a developer operating the software application from the computer station creates voice applications through object modeling and linking, stores them for deployment in the application server, and manages deployment and state of deployed applications including scheduled deployment and repeat deployments in terms of intended recipients.