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: Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database, the system comprising a processor and a memory coupled to the processor. The memory comprising a list of telephone numbers associated with one or more destinations implementing IVR menus, wherein the one or more destinations are grouped based on a plurality of categories of the IVR menus. Further the memory includes instructions executable by said processor for automatically communicating with the one of more destinations, and receiving at least one customization record from said at least one destination to store in the IVR database.

Abstract: A method includes receiving from a visual voice mail (VVM) client a request to access VVM services and determining whether VVM services have been previously activated. The method further includes providing a negative response to the VVM client if it is determined that VVM services have not been activated and receiving, from the VVM client, a self-provisioning request to initialize VVM services. The method may also include configuring VVM services based on the self-provisioning request and providing, to the VVM client, an indication that VVM services have been configured. The method may additionally include providing notifications and retrieval of voice mail messages, and submitting voice mail messages from the user device.

Abstract: A system provides redundant telephone call processing. A gateway receives a call and identifies a first server as having primary responsibility for servicing the call and a second server as having secondary responsibility for servicing the call. The gateway communicates the call to both the first server and the second server. The first server initiates recording of a voice message. The first server and the second server record the voice message. If the first server fails to indicate it has completed and stored the voice message in a timely manner, the second server stores the recorded voice message.

Abstract: One embodiment of the disclosures made herein is a method for facilitating mediated communication. In such an embodiment of the disclosures made herein, a voice-based communication request transmitted from a first communication device is received by a mediation system. The voice based communication request is requesting voice-based communication between the first communication device and a second communication device. In response to receiving the request for voice-based communication, a capability of the first communication device for communicating via a prescribed text messaging protocol is determined. Facilitating presentation of a text messaging follow-through action at the second communication device is performed in response to determining that the first communication device is capable of communicating via the prescribed text messaging protocol.

Abstract: A structured voice interaction system includes logic to communicate one or more voice prompts to a caller via a voice channel, and to communicate navigation information for the structured voice interaction system to the caller via a data channel. Voice prompts communicated to the caller via the voice channel connection are coordinated with the navigation information communicated via the data channel connection. Information not referenced by the voice channel prompts, but related to or associated with actions or options referenced by the voice channel prompts, is accessed, identified, and provided over the data channel connection.

Abstract: A method for providing Interactive Voice Response functionality within a multi-tiered telephony environment can identify an enterprise archive file that contains an Interactive Voice Response (IVR) application. The enterprise archive file can contain multiple interpreters for different markup languages. The enterprise archive file can also include a servlet that maps the interpreters to telephony sessions. The enterprise archive file can be deployed within a J2EE compliant application server having a SIP interface. The deployed IVR application can be utilized to provide IVR functions for SIP based telephony sessions.

Abstract: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.

Abstract: A pharmacy Interactive Voice Response (IVR) system can identify a targeted message for playing to a caller using criteria that are based on a prescription number that is provided by the caller. The functionality of an IVR system can thereby be enhanced to provide targeted educational messages concerning the pharmaceutical prescription, targeted messages that indicate alternative medications that may substituted for the pharmaceutical prescription, targeted messages that identify other items that may be desired, targeted messages that solicit participation in a study related to the pharmaceutical prescription and/or other targeted messages. Related systems and computer program products are also discussed.

Abstract: A method for processing a call is provided. The method includes receiving an inbound call leg via a network device. The inbound call leg is processed using an interactive voice response (IVR) device, and an outbound call leg is generated based on processing the inbound call leg. The outbound call leg is made available to the network device. The inbound call leg and the outbound call leg are handed off from the IVR device to the network device.

Abstract: An interface is provided by creating prompts for the interface. The prompts represent tasks to be accomplished by a user and are obtained based on user input. The prompts are grouped according to relationships, obtained from the user input, among the tasks. The interface is updated based on user feedback. Each of the prompts is designated using user terminology obtained from the user input.

Abstract: System and a method for recording a personal greeting associated with a pre-paid telephone calling card. The system and method include and involve a data storage system for storing data corresponding to a pre-paid telephone calling card and a personal greeting. Also included and involved is a pre-paid telephone calling card processing system that is coupled to the data storage system and which is configured to receive a request to record the personal greeting during a setup call over a telephone network and to cause the personal greeting to be recorded for subsequent playback. The pre-paid telephone calling card processing system is also configured to receive a request to make an outbound telephone call in relation to the pre-paid telephone calling card during an access call over the telephone network and to cause the personal greeting to be played back automatically during the access call.

Abstract: A trend is identified by examining multiple communications in a contact center. For example, a trend can be a specific issue or problem related to a product. A communication related to the trend is identified. Based on identification of the trend, a process for routing the communications in the contact center is altered. In one embodiment, different menus/items in an Interactive Voice Response (IVR) system are changed based on the identified trend. In other embodiments, communications related to the trend are identified and moved to different queues or held in queues until there is a valid response. The identified communications can be responded to automatically, by specific agents, by group mailings, and the like. In addition, prior communications that relate to the trend are identified. This allows additional responses to be sent or processes to be altered in order to provide the customer with a better quality of service.

Abstract: A method of collecting information includes sending a text markup programming language query script, using a session initiation protocol message, to a communications device. The query script includes at least one location query to determine a location of the communications device. The method of collecting information also includes receiving a response to the query script including at least one response to the at least one location query from the communications device. The at least one response to the at least one location query is automatically generated by the communications device.

Abstract: A networking system may comprise a web site serviced by a web server assembly. The web site may generally comprise a combination of the following components: a crediting system, a chat bidding system, a performance bidding system, a telephony switching system, a media interaction system, a display system, a photo management system, and a messaging system. An exemplary embodiment of the chat bidding system may comprise a plurality of common user accounts, a queue, and a featured user account. Common users of the common user accounts may pose tasks to the featured user, and may make a pledge for each task. The tasks may be stored in, and sorted by, the queue based on their pledges. A featured user of the featured user account may be presented with a highest ranked task in the queue, and may choose to respond to the task or to skip the task.

Abstract: When an electronic message with a voicemail attachment is received, an audio player object and a reply by chat object are displayed simultaneously along with the electronic message. A reply to the electronic message, whether by chat or by email, is associated with the same thread as the electronic message. The electronic message with the voicemail attachment is associated with a conversation thread that may also include chat messages and email messages. In a conversation view of a respective conversation thread, representations of an electronic voicemail message (an electronic message having a voicemail attachment), one or more chat messages and one or more email messages may be displayed simultaneously.

Abstract: Methods and systems are described for providing a telecommunications services menu accessible via a voice interactive system, such as a voice services node. A subscriber accesses a voice communications menu by accessing a voice services node. The voice services node queries a customer profile database to obtain a list of telecommunications services available to the subscriber. At the voice services node, a voice prompt is constructed for providing the subscriber a voice menu of the available services. After the subscriber receives the voice prompt of menu items, the subscriber may select a service from the provided menu.

Abstract: A presence aware communications system, comprising a messaging system configured to perform at least one of the following operations: (a) provide a subscriber's communication device with information regarding an incoming contact during a messaging session between the subscriber's communication device and the messaging system; (b) provide the subscriber's communication device with a text message containing information regarding one or more messages when a notification is received that the subscriber's communication device is available; (c) provide the subscriber's communication device with a text message relating to a voice message from a different first party received by the messaging system; (d) in response to the subscriber's communication device requesting a connection with at least one of an inputted telephone number and address, provide the subscriber's communication device with a notification respecting at least one eligible message from a second party associated with the at least one of an inputted

Abstract: In one embodiment, a method for responding to a voice message includes accessing input from a first user at an endpoint indicating a desire to communicate to a second user a response to a voice message created by the second user and forwarded to the first user by a third user. The forward includes the voice message and at least one introduction to the voice message. The method also includes accessing the response, which includes a voice message created by the first user, automatically determining an address associated with the second user for communicating the response to the second user, and automatically communicating the response to the determined address without communicating to the determined address the introduction to the voice message forwarded to the first user.

Abstract: A method and system are provided for creating and utilizing caller-specific memory locations or folders within a single voicemail box of a telecommunications network-based voicemail system. A subscriber to voicemail services sets up a plurality of caller-specific memory locations or folders within her voicemail box for directing incoming messages to particular folders. Preferably, the folders are specific to particular callers based on the caller directory number or caller ID. The subscriber assigns a given folder with directory numbers of callers known to be associated with that folder. When a call comes in to the voicemail system with a directory number associated with a given folder, the voice message from that call is directed to and saved in the associated folder. If desired, personal identification numbers (PIN) may be assigned to each folder to control access to messages saved therein.

Abstract: The present invention provides an option to record messages that can be geared to specific audiences, using PIN-restricted access as needed. The present invention provides a method and apparatus way for subscribers to record a number (more than one) of personalized messages or greetings geared towards specific callers or audiences in a plurality of bulletin boards associated with a single telephone number. The personalized greetings comprise public messages, private messages, public comments and private comments. The method and apparatus of the present invention also ensures customer privacy and increases the level of security by providing an option to PIN-protect the content and access to the content for each of the public and private recorded messages and comments.

Abstract: A communication system that integrates audio and visual messaging, including a mobile communication device for receiving visual messages and for transmitting voice messages to a recipient, a base station system in communication with the mobile communication device, an electronic mail gateway for delivering visual messages to the base station system for transmission to the mobile communication device, and an integrated mail gateway for receiving from the base station a voice message and addressing information that were both transmitted from the mobile communication device. The integrated mail gateway is programmed to create an e-mail message comprising the voice message. The integrated mail gateway is also programmed to use the addressing information to address the e-mail message, and to send the addressed e-mail message to the recipient.

Abstract: A presence aware communications system, comprising a messaging system configured to perform at least one of the following operations: (a) provide a subscriber's communication device with information regarding an incoming contact during a messaging session between the subscriber's communication device and the messaging system; (b) provide the subscriber's communication device with a text message containing information regarding one or more messages when a notification is received that the subscriber's communication device is available; (c) provide the subscriber's communication device with a text message relating to a voice message from a different first party received by the messaging system; (d) in response to the subscriber's communication device requesting a connection with at least one of an inputted telephone number and address, provide the subscriber's communication device with a notification respecting at least one eligible message from a second party associated with the at least one of an inputted

Abstract: A system for and method of monitoring caller interactions during a call session is presented. The system and method for monitoring caller interaction may include receiving information from a call session between a caller and an automated voice portal system via a communication network, monitoring caller interaction points accumulated during the call session, comparing a sum of caller interaction points accumulated during the call session with the automated voice portal system with the caller interaction threshold, and taking one or more actions in response to the sum of the caller interaction points exceeds the caller interaction threshold.

Abstract: A system, method and computer program product for providing targeted messages to a person using telephony services by generating user profile information from telephony data and using the user profile information to retrieve targeted messages.

Abstract: Call routing systems and methods are provided. A particular routing method comprises decoding a message based on an incoming call to determine whether a live agent is required. When a live agent is not required, a destination interactive voice response (IVR) application is identified, a determination of whether the destination IVR application is VoiceXML capable is made, and the incoming call is sent to the destination IVR application when the destination IVR application is VoiceXML capable. When the destination IVR application is not VoiceXML capable, a determination of whether the destination IVR application is capable of supporting an external data interface is made, and incoming call session data is routed to the destination IVR application when the destination IVR application is capable of supporting the external data interface.

Abstract: Included are embodiments of systems and methods for providing information. At least one embodiment of such a method includes facilitating establishment of a communication between a user on a communications device and an interface server, the interface server being configured to provide data related to an information tree to the user, the information tree being configured with a plurality of options. Some embodiments include facilitating navigation of a user through the information tree and receiving a first version of a marker from the user, the marker being configured to mark at least one position in the information tree. Still some embodiments include associating the received first version of the marker with a position in the information tree.

Abstract: A network method for using a network telephone voice-mail service, by which a caller may leave a voice-message that includes the identification of an attachment, which may include, as examples only, audio, video, text, programs, spreadsheets and graphic attachments. A video, text, spreadsheet or graphic attachment may be converted to an audible attachment to the voice-mail at the caller's or the voice-mail subscriber's request. Such entries may be made, after receiving an automated prompt for leaving an attachment identifier or conversion request, audibly or by using a keypad entry. A network method is also provided for using a network telephone voice-mail service, by which the voice-mail service may detect an attachment to a voice-mail message and provide access to the attachment to the voice-mail message.

Abstract: Systems and methods for providing synthesized speech in a manner that takes into account the environment where the speech is presented. A method embodiment includes, based on a listening environment and at least one other parameter associated with at least one other parameter, selecting an approach from the plurality of approaches for presenting synthesized speech in a listening environment, presenting synthesized speech according to the selected approach and based on natural language input received from a user indicating that an inability to understand the presented synthesized speech, selecting a second approach from the plurality of approaches and presenting subsequent synthesized speech using the second approach.

Abstract: In an emergency backup telephone system, members of an enterprise use their personal computers to log into an emergency communications web page. Upon logging in, software that enables the personal computer to act as a webphone is automatically downloaded. This software allows a person to initiate a call from personal computer to a conventional PSTN number destination using a PSTN gateway, or to another party's computer at a specified URL using VoIP telephony. Upon logging in, an authoritative index of employees reachable via the backup system updated to include information such as a phone number and/or IP address where the member can be reached in order to allow calls originating from the PSTN to be routed to the member's computer. The index is made available to other members of the enterprise via the enterprise's intranet, and, in some embodiments, to the public via a web page on the internet and/or email.

Abstract: Systems and methods provide a call monitoring service for multiple telecommunications units. When an incoming communication directed to a subscriber's simultaneous ring number is received, outgoing communications are placed to each of the telecommunications units associated with the subscriber's simultaneous ring number. A determination is made as to whether the incoming communication should be routed to the voice mail system. If the incoming communication should be routed to the voice mail system and the call monitoring service is activated, a communication between the calling party and the voice mail system is established. A determination is made as to whether a user of one of the telecommunications units takes an action to connect to the communication between the calling party and the voice mail system. If an action is detected, then a communication between the calling party, the voice mail system, and the telecommunications unit is established.

Abstract: One embodiment of a representative system for web integrated interactive voice response includes an interactive voice response system adapted to provide a plurality of voice menus to a user over a telephone and a graphical user interface system adapted to provide a plurality of menus in a graphical format to the user over a network connection. Information provided in the voice menus corresponds to information provided in the menus in the graphical format and is responsive to commands received by the graphical user interface system from the user. Other systems and methods are also provided.

Abstract: A system and method for communicating a message. Various aspects of the present invention may comprise determining whether a communication link between a sender's communication device and a recipient's communication device is presently available. If it is determined that a communication link between the sender's communication device and the recipient's communication device is not presently available, then the sender may be provided with an option to record a message on the sender's communication device for later automatic delivery to the recipient's communication device. A message from the sender may then be recorded on the sender's communication device for later automatic delivery to the recipient's communication device, and the recorded message may be automatically delivered to the recipient's communication device.

Abstract: A distributed VoIP system includes a first switch coupled to a network and configured to provide voicemail features to a first group of one or more users. The system also includes a voicemail server coupled to the network. The voicemail server is configured to provide voicemail features to a second group of one or more users. The first switch is configured to store voicemail data associated with only the first group, and the voicemail server is configured to store voicemail data associated with both the first and second groups.

Abstract: Methods combine speech recognition with telephonic sales order processing, in order to automate and improve the efficiency of telephone sales orders, by responding appropriately to vocalizations, pausing for interruption, repeating responses when appropriate, automatically transferring calls to human agents or different automated systems at appropriate points in a transaction, and collecting information. A method accepts incoming sales order calls and appropriately handles order processing. A method connects outgoing calls to customers who have disconnected before completing sales order calls, and appropriately handles sales and order processing.

Abstract: Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database. The system comprises a processor; and a memory coupled to the processor. The memory comprises a list of telephone numbers associated with one or more destinations implementing IVR, wherein the destinations are grouped based on at least one category; instructions executable by the processor for automatically communicating with at least one user; and instructions executable by the processor for at least one personal record from the at least one user and for storing the at least one personal record in the IVR database.

Abstract: A messaging service node sends encoded messages to wireless devices prompting the devices to capture media (e.g., audio and/or image) and send the media file to a network address specified in the message. The service node may be managed by a wireless service provider, and provides this media capture message service for unrelated, independent entities such as insurance companies, health or medial companies, government agencies, etc. The encoded message may take the form of a Multimedia Messaging Service (MMS) message, but other formats are possible. The media is preferably captured by a camera or microphone incorporated into the wireless device.

Abstract: A presence aware communications system, comprising a messaging system configured to perform at least one of the following operations: (a) provide a subscriber's communication device with information regarding an incoming contact during a messaging session between the subscriber's communication device and the messaging system; (b) provide the subscriber's communication device with a text message containing information regarding one or more messages when a notification is received that the subscriber's communication device is available; (c) provide the subscriber's communication device with a text message relating to a voice message from a different first party received by the messaging system; (d) in response to the subscriber's communication device requesting a connection with at least one of an inputted telephone number and address, provide the subscriber's communication device with a notification respecting at least one eligible message from a second party associated with the at least one of an inputted tel

Abstract: A method of screening a call from a calling party to a called party, the calling party being connected to a communication network through a first line, the called party being connected to said communication network through a second line, includes sending a notification to a screening terminal which is connected to the communication network through a third line other than the second line when a voice message is being recorded by the calling party in a voice mailbox associated with the called party.

Abstract: A development system, including a scenario generator for generating a plurality of sample interactions representative of interactions between a dialog system and a user of the dialog system on the basis of definition data for the dialog system. The definition data includes state machine code, prompt data, and recognition data. A simulator generates prompts of sample interactions on the basis of the prompt data, and the scenario generator generates responses to the prompts on the basis of the recognition data. A scenario editor allows a user to modify the sample interactions. A grammar learner then updates the prompt data and the recognition data on the basis of the modified sample interactions. An application builder generates the definition data from specification data provided by a developer, an application template, and/or an existing dialog application.

Abstract: Communicating a call having a number of dialogs includes initiating a call between a first endpoint and a second endpoint. A first connection for a primary dialog of the call is established according to a feature. The first endpoint determines that the primary dialog has reached a predetermined state, and determines whether the second endpoint is operable to accept the second connection for the secondary dialog. The second connection for the secondary dialog is established if the second endpoint is operable to accept the second connection.

Abstract: A method of presenting instructions to a user sending an incoming communication to a service center includes presenting a menu to the user. The menu includes a plurality of procedure descriptors to the user. The user is presented, according to a selection of one of the procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor. The incoming communication is transferred at a position in the sequence of instructions to a representative. The incoming communication is also transferred back to the same position in the sequence of instructions.

Abstract: A method, apparatus and computer program product for providing additional information to an Interactive Voice Response (IVR) system user is presented. A call from a user is received at the IVR system, and a session is provided for the user. Additionally, a page is generated for the session. The page is communicated to the user; and is dynamically updated for the user as the user traverses menus of the IVR system.

Abstract: A voice mail system that allows for the delivery of voice messages by chunks, thereby optimizing the delivery of the information. When a subscriber attempts to listen to his or her voice mail message, the header information for the first voice mail message is down loaded and played back to the subscriber. While the subscriber listens to the header information, the next two blocks of data of the voice message are downloaded. Upon the completion of the playback of the header information, the first two blocks of the voice mail message are available for playback and the first block is immediately available for playback. As the subscriber listens to the voice mail message subsequent blocks of the first voice mail message, and optionally header information and blocks of subsequent voice mail messages are simultaneously down loaded.

Abstract: A method and system for testing a media server is provided. The media server is capable of delivering prompts simultaneously to a plurality of devices. According to various embodiments, these prompts are present as one or more chunks on the media server. The media server is prepared for testing by generating signatures for each chunk and storing these signatures in a chunk signature database. Thereafter, the testing of the server performed, in which a series of requests are sent to the media server. The media server provides the chunked prompts in response to these requests. These chunked prompts are used to generate signatures, which are compared with the signatures stored in the chunk signature database, to verify whether the media server is operating correctly.

Abstract: A system and method for canceling a message sent to a recipient prior to retrieval by the recipient. A telephone call is received by a network from a calling party who desires to cancel a message left for a recipient through an earlier call from the calling party to the recipient after termination of the earlier call. By mapping the calling party's automatic number identifier (ANI) with at least one call record, a voice mailbox of the recipient may be accessed to determine whether the message has been retrieved by the recipient. If the message is still pending, the calling party is provided with the option to cancel the message. Alternatively, the calling party provides the telephone number from where the earlier call originated to a network server, which looks up the ANI of the originating number and then maps the ANI of that number with the at least one call record to enable the cancellation procedure.

Abstract: A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an APM diagram of optimized pathways to be taken by particular incoming customer calls; rules for the customer contacts to follow when handling the incoming customer calls; and a synchronization of the customer calls with back-end processes within the enterprise that are responsive to instructions from the customer contacts.

Abstract: A telephone exchange (1) arranged to communicate with communication units (2, 3, 4, 5, 7) and to provide a plurality of electronic call assistants to the communication units, a first electronic call assistant (12) being provided to a first communication unit (2) and a second electronic call assistant (14) to a second communication unit (4), the first electronic call assistant (12) having access to a distinct first database (36), the second electronic call assistant (14) having access to a distinct second database (38), wherein the first (12) and second (14) electronic call assistants share a common database (40).

Abstract: The present invention allows incoming calls to be processed based on calendar information obtained from an electronic calendar of a called party. When an incoming call intended for the called party is received, a service node may retrieve the calendar information for the called party and process the call based on the calendar information. The call processing may result in forwarding the call or invoking an interactive voice response system (IVR) by forwarding the call to the IVR, and providing instructions based on the calendar information to the IVR. The IVR may then provide messages based on the calendar information to the caller as well as provide options to the caller, retrieve responses from the caller, and instruct the service node to process the call based on the responses. The IVR may also allow the caller to schedule an appointment on the electronic calendar of the called party.

Abstract: A voicemail system includes a voicemail bookmarking procedure that permits users to bookmark voicemail messages during message playback. Upon receiving a bookmark request from a user, the procedure generates a bookmark pointer defining a starting point for subsequent playback of the message. The bookmark pointer can be based, in part, on a timing offset value entered by the user while making the bookmark request. The timing offset value defines a user-selected playback starting point that occurs before the message time at which the bookmark request was made. The value of the timing offset can be user selected.