Abstract: A method, system, device to play context-based announcement to specific participants during an active communication session. The method includes receiving a context-based announcement for a participant while the participant is in the active communication session. The method also includes monitoring the communication session, to determine a time when the context-based announcement should be played to the participant. The method further includes playing the context-based announcement to the participant at the determined time. The method may also include displaying to the participant a visual alert associated with the context-based announcement, the visual alert may include controls that allows the participant to select when the announcement is played.

Abstract: A personalized news service provides personalized news programs for its users by generating personalized combinations of audible versions of news stories derived from text-based based versions of the news stories. The audible versions may be generated from the text-based version by a text-to-speech system, or may by recording a person reading aloud the text-based version. To acquire recordings, the personalized news service can make a determination that a particular news story has a threshold extent of popularity. The news service can then transmit a request to a remote recording station for a recording of a verbal reading of the particular news story. The news service can then receive the requested recording from the remote recording station.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, process user-data communications between a client station and another station participating in data communications via the data communications services can be processed, where the client station is associated with one of a plurality of client entities configured and arranged to interface with a data communications server providing data communications services. Context information can be aggregated for each respective user-data communication between the client station and the participating station, where the context information corresponds to at least one communications-specific characteristic associated with the user-data communications.

Abstract: Methods and systems of providing caller information are provided. Exemplary systems and methods provide location information for audio files including the caller information. The location information can be used to retrieve the audio information, which can be played on a call recipient's device, and/or a translation of the audio information, which can be displayed on the call recipient's device.

Abstract: A confidential sentiment analysis method includes receiving call data, storing the call data including interaction metadata, generating a speech-to-text transcript corresponding to words spoken by one or more callers, generating an anonymized transcript by anonymizing personally identifiable words, and generating a sentiment score by analyzing the anonymized transcript. A computing system includes a processor, and a memory including computer executable instructions that, when executed by the one processor, cause the system to receive call data, store the call data, generate a speech-to-text transcript, generate an anonymized transcript by anonymizing personally identifiable words, and generate a sentiment score based on the anonymized transcript.

Abstract: A retraining service accesses conversational logs, each of the conversational logs recording a separate conversation, between a separate user and a conversational service, and at least one outcome identified with the separate conversation. The retraining service assess, from the conversational logs, at least one conversation gap and response with the at least one outcome matching a type of outcome that indicates the response impacted user experience in a negative way from among types of outcomes. The retraining service evaluates one or more recommendations for retraining the response to promote a positive type of outcome from among the types of outcomes. The retraining service outputs the one or more recommendations to the conversational service for directing retraining of the response by the conversational service.

Abstract: A method for generating a dialogue tree for an automated self-help system of a contact center from a plurality of recorded interactions between customers and agents of the contact center includes: computing, by a processor, a plurality of feature vectors, each feature vector corresponding to one of the recorded interactions; computing, by the processor, similarities between pairs of the feature vectors; grouping, by the processor, similar feature vectors based on the computed similarities into groups of interactions; rating, by the processor, feature vectors within each group of interactions based on one or more criteria, wherein the criteria include at least one of interaction time, success rate, and customer satisfaction; and outputting, by the processor, a dialogue tree in accordance with the rated feature vectors for configuring the automated self-help system.

Abstract: Systems and methods for establishing a voice communications link between multiple users accessing a media asset are provided. A media asset is accessed using a first user device, the first user device being associated with a first user at a first location. A second user who is accessing the media asset using a second user device is identified, wherein the second user is associated with the first user and is at a second location. A voice communications link between the first and second user devices that enables the first and second users to speak to each other while accessing the media asset is established. A volume level of audio received via the voice communications link is set based on content of the media asset, causing the audio received via the voice communications link from the second user to be presented to the first user at the set volume level.

Abstract: Methods, apparatus, and computer-readable media are described herein related to a user interface (UI) that can be implemented on a head-mountable device (HMD). The UI can include a voice-navigable UI. The voice-navigable UI can include a voice navigable menu that includes one or more menu items. The voice-navigable UI can also present a first visible menu that includes at least a portion of the voice navigable menu. In response to a first utterance comprising one of the one or more menu items, the voice-navigable UI can modify the first visible menu to display one or more commands associated with the first menu item. In response to a second utterance comprising a first command, the voice-navigable UI can invoke the first command. In some embodiments, the voice-navigable UI can display a second visible menu, where the first command can be displayed above other menu items in the second visible menu.

Abstract: The present invention discloses a method, a device, and a system for implementing prompting and collecting user information, and belongs to the field of computer networks. The method includes: obtaining, by an AIP device, ETC operation information forwarded by an IMS network side entity and carrying prompting and collecting user information information, where the ETC operation information is sent by a service control point SCP, and the prompting and collecting user information information includes a routing address of the AIP device, an ID of the SCP, and a service correlation ID; establishing, by the AIP device, a connection with the SCP through the IMS network side entity according to the prompting and collecting user information information carried in the ETC operation information; and interacting, by the AIP device, with the SCP according to the established connection, so as to complete a prompting and collecting user information process.

Abstract: The present invention allows a user to screen messages being left at a hosted voicemail system from a telephone terminal. Incoming calls intended for the telephone terminal are routed to the voicemail system immediately or after attempting to connect incoming call to the telephone terminal. As the caller is leaving a message at the voicemail system, a connection between the incoming call, voicemail system, and telephone terminal is established to allow the user to listen to the message and decide whether to take the call. The user may decide to take the call or let the caller finish leaving the message. In one embodiment, the telephone terminal is equipped to open only the speaker channel for monitoring the message and will provide a fully bi-directional connection if the user takes the call. The supporting switch and telephone terminal communicate with each other to facilitate the monitoring and taking of calls.

Abstract: Methods, apparatus, and computer-readable media are described herein related to a user interface (UI) that can be implemented on a head-mountable device (HMD). The UI can include a voice-navigable UI. The voice-navigable UI can include a voice navigable menu that includes one or more menu items. The voice-navigable UI can also present a first visible menu that includes at least a portion of the voice navigable menu. In response to a first utterance comprising one of the one or more menu items, the voice-navigable UI can modify the first visible menu to display one or more commands associated with the first menu item. In response to a second utterance comprising a first command, the voice-navigable UI can invoke the first command. In some embodiments, the voice-navigable UI can display a second visible menu, where the first command can be displayed above other menu items in the second visible menu.

Abstract: A technique provides a phone call from a caller device operated by a human caller to an answerer device operated by a human answerer. The technique involves receiving a call request from the caller device. The call request includes a call button identifier which uniquely identifies a browser call button which is rendered on the caller device to the caller. The technique further involves identifying a source phone number based on the call button identifier. The technique further involves placing a call communication to the answerer device operated by the human answerer. The call communication indicates the source phone number as a source of the call communication. Accordingly, if the answerer device already has the context of associated with the source phone number already saved (e.g., in a contact list), the answerer device is able to automatically display that context in response to the call.

Abstract: Current interactive voice response (IVR) systems only allow customers to interact with a company's database using a telephone keypad or by speech recognition. Such IVR systems require a customer to listen to and remember instructions or options presented by the IVR system. The instructions may be complicated, or there may be many options. An embodiment of the present invention enhances an IVR system by composing visual representations of states of the IVR system to display to the customer and enabling the customer to interact with the IVR via the visual representations. The use of the visual representations enables a user to interact with the IVR in a simplified and more expedient manner in part because a linear set of options is presented in a randomly-accessible list or tree structure format.

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

Abstract: A system, method, and computer program product are provided for selecting at least one predefined workflow based on an interaction with a user. In operation, a plurality of predefined workflows are stored. Additionally, information regarding an interaction with a user is received. Furthermore, at least one of the predefined workflows is selected, based on the information.

Abstract: A method and system includes: one or more phone systems; a policy processor coupled to the phone systems; and a voice identity mapping policy stored in a data storage, the data storage being accessible to the policy processor. The voice identity mapping policy includes: a plurality of search voice identities mapped to one or more target voice identities, where the plurality of the search voice identities are applicable to a plurality of users, where each of the search voice identities and the target voice identities comprises a username for one of the plurality of users, and time attributes indicating when the voice identity mapping policies are valid. When a voice identity for a recipient of a call is received, the policy processor checks for the voice identity mapping policy associated with the voice identity. The call is then forwarded to the target voice identity in the voice identity mapping policy.

Abstract: The present invention provides a system, method and software application for enabling a customer service agent to efficiently communicate with users of a communication device. When a user enters speech input into his communication device, the speech is converted to text, and the text is displayed to the customer service agent on the agent's computer screen. Alternately, the user's speech input is provided to the customer service agent in the form of an audio file. The agent types a response, and the agent's response is provided to the user on the user's communication device. The agent's response may be converted to speech and played to the user, and/or the agent's response may be displayed as text on the display screen of the user's communication device.

Abstract: A method for customization of voice mail messaging. The method includes recording a plurality of voice mail messages, defining selection criteria for each of the plurality of voice mail messages, establishing a first call for which one of the plurality of voice mail messages will be selected, identifying parameters of the first call, matching the parameters with the selection criteria, selecting the one of the plurality of messages based on the matching step, and playing the selected message on the first call.

Abstract: A system, or device, may be configured to receive a request to place a voice call; forgo placing the requested voice call; and present a visual interface, associated with an intended callee of the requested voice call, in lieu of placing the requested voice call. The system or device may determine to place the voice call to the original number, or to a different number, based on an input, which is based on the visual interface, from a user who may have, or may not have, made the request.

Abstract: In general, embodiments of the present invention involve attaching (e.g., pre-fixing) a Global Signaling Code (GSC) to a called party's telephone number thereby creating a modified Uniform Resource Indicator (URI). This modified URI is then sent in the “TO:” header of a SIP INVITE. The GSC will typically include a geographic indicator corresponding to a geographic location of a caller and a treatment indicator corresponding to a desired treatment of the call. The call will be routed based on the geographic indicator and treated according to the treatment indicator. Illustrative treatments for the call include (among others) voice mail avoidance, a preferred compression scheme for the call, etc.

Abstract: The invention provides a method and system for signaling asynchronous supplementary services in a telephony network. The method comprises initiating a call between a sender and a recipient on a telephony network including generating a telephony request and disconnecting the call prior to completion of a connection. Concomitantly, an asynchronous communication is initiated between the sender and the recipient using information in the telephony request. The call may be disconnected prior to allocation of a traffic channel or prior to generating a ring at a device of the recipient. In one embodiment the call is disconnected after receipt of the telephony request by an originating mobile switching center but before continuing set-up of the call. Calls aborted in this way can be used to initiate messaging or other services without utilizing voice circuits in a network.

Abstract: Disclosed are methods and systems to authenticate a UE to grant the UE access to a voicemail account. A network entity and a UE may exchange a secure key that may then be used to authenticate the UE with the voicemail server. The exchange of the secure key may be triggered in response to receiving a user request to access a voicemail account at a voicemail server. The UE may then include the received secure key in an origination request seeking to set up a call to the voicemail server, and the voicemail server may authenticate the UE by comparing the secure key received in the origination request with the secure key most recently transmitted to the UE. If the received secure key is the same as the most recently transmitted secure key, the UE is authenticated.

Abstract: Provided is a mobile terminal having a sensor detecting movement thereof and an event processing method. The mobile terminal includes: an orientation detector for monitoring, in response to detection of an event, movement of the mobile terminal for a preset time duration to identify an orientation of the mobile terminal; and a controller for processing the event in an operating mode corresponding to the identified orientation. As a result, the user can readily switch operating modes of the mobile terminal by changing orientations thereof.

Abstract: Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.

Abstract: A voice message system records voice message usage information by creating voice message records when a voice message is sent and when it is received. The voice message record includes: the voice message, a voice message sender identity, a voice message recipient identity, and voice message action records. A voice message action records includes a voice message action that specifies an action on the voice message, and a voice message action time that includes the time at which the action occurs. Voice message actions include sent, received, and listened. The system further includes a voice message analyzer for analyzing voice message records, and a voice message reporter for generating reports from an analysis by the analyzer. The voice message system provides tractable information for voice messages, allowing companies to enforce a voice message usage policy.

Abstract: System and method to administer an outbound automated call from a call center, including: starting playback of an automated message during a call from a caller to a callee, wherein the message comprises a first portion having a first level of importance and a second portion having a second level of importance, wherein the second level of importance is greater than the first level of importance; detecting that the caller has disconnected the call; stopping playback of the message; and determining whether the second portion of the message has been played. Embodiments may further include rescheduling the call if the second portion of the message has not been played.

Abstract: A social networking system allows a user to insert media information into content posted by the user, where the media information identifies a media item that the user is consuming while composing the posted content. When a user of a social networking system composes content via a composer interface, the user may select an option on the composer interface to record audio using a microphone on the user's device. A media item is identified from the recorded audio and information about the identified media item is added to the user's posted content. The system may also update information about the identified media item and the composing user.

Abstract: When a user operates a telephone device to engage in a communication with another user, the user's telephone device responsively obtains from a from a plurality of image-sources a plurality of images associated with the other user and presents the obtained images on a user interface. The telephone device may obtain one or more of the images from a social network account of the other user, and the telephone device may obtain one or more of the images from an image library stored by the telephone device. Further, the telephone device may stitch together the obtained images as a collage, slide show, or the like, and present the stitched-together images during setup of the communication and/or or during the communication itself.

Abstract: Techniques for dynamic voice menus are described. An apparatus may comprise an endpoint component operative on a processor circuit to receive an incoming call from a user, and identify an incoming phone number for the incoming call, a menu retrieval component operative on the processor circuit to determine a voice menu based on the incoming phone number, and a menu performance component operative on the processor circuit to perform the voice menu for the user. Other embodiments are described and claimed.

Abstract: A method of selecting a distribution list for a voice mail message. The steps include identifying a group of recipients with whom to share the voice mail message, creating a user profile which includes voice mail preferences of a subscriber and the group of recipients, the preferences including an indication as whether to share the voice mail message with the group of recipients and distributing the voice mail message based on the preferences.

Abstract: A provisioning system configured to retrieve a voicemail password and/or a pilot number for a voicemail account, create a first service request directed to an over-the-air system, and send the first service request to the over-the-air system, if the provisioning system determines that the voicemail account has been initialized. The first service request instructs the over-the-air system to format a first message including the voicemail password and/or the pilot number for delivery to a mobile device. The provisioning system is further configured to create a second service request directed to the over-the-air system and send the second service request to the over-the-air system, if the provisioning system determines that the voicemail account has not been initialized. The second service request instructs the over-the-air system to format a second message including a default voicemail password and/or a default pilot number for delivery to the mobile device.

Abstract: A method and system for providing context of a caller to a callee when a call is initiated is provided. The context system executing on the calling device collects context for the call. The calling device initiates the call and sends a message to the callee that includes the context. Upon receiving the message, the callee device notifies the caller that a call has been initiated and displays the received context. The callee can decide based on the received context whether to answer the call or not answer the call.

Abstract: A method, system and apparatus for providing targeted messages. Engagement may be made in a communication session with a customer. An impact event indication may be received from the customer during the communication session. A targeted message may be obtained based on the impact event indication. A targeted message may be provided to the customer in response to the received impact event indication.

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

Abstract: A system and method for processing quick note messages. A call from a calling party is intercepted prior to transmitting the call to the receiving telephone and prior to ringing the receiving telephone. A quick note message from the calling party is recorded. A quick note message waiting indicator is activated on the receiving telephone.

Abstract: A method of managing visual voice mail in a multi-screen environment. The method includes receiving voice mail messages in a server, creating a state machine for each message, pushing a visual voice mail notification to at least three devices, receiving an action command from one of the three devices and updating the state machine responsive to the receiving step.

Abstract: Methods and apparatus, including computer program products, implementing and using techniques for managing telephone calls. Upon completion of a telephone call, a telephone services subscriber is provided with a post-call interface. The post call interface allows the subscriber to define how future telephone calls from the caller are to be managed. Instructions are received from the subscriber through the post-call interface. The instructions pertain to the management of future telephone calls from the caller. The received instructions are saved.

Abstract: The disclosed embodiments include a system, method, and computer program product for implementing do-not-disturb feature during media content. For example, in one embodiment, a determination is made on whether to implement the do-not-disturb feature is implemented on at least one of a plurality of devices associated with a user during the playback of the media content based on user preferences, wherein the user preferences specify a type of media content that triggers the do-not-disturb feature. In response to the do-not-disturb feature being implemented, notification of an incoming communication is suspended during playback of the media content.

Abstract: Disclosed is a visual IVR directory system for enabling a user to telephonically interact with organizations, the IVR system comprising a database comprising a plurality of organization entries wherein, each organization entry represents a organization registered therewith, each organization entry associated with at least one phone number and an visual IVR menu file, the execution of which leads to the display of a visual IVR menu comprising a plurality of graphical menu icons, the selection of each displays either a graphical submenu, organization information, or establishes an telephonic connection between the user and the organization, the IVR system configured such that, upon determining that a phone number dialed from a telephonic device of the user is listed within the database, the corresponding visual menu file is retrieved from the database and executed on the telephonic device, the telephonic device equipped with a display means.

Abstract: The present invention provides a system for recording an interaction including, a telephone call between a caller and a digital processing system placed over an interjurisdictional boundary, and may include a telephone call placed to at least one called recipient. For example, a caller may place a telephone call over an interjurisdictional boundary to a remote computer server. The server may use an interactive voice response (IVR) unit to obtain caller identification information, provide recording identification information to the caller, and receive authorization from the caller to record an interaction between the caller and a call recipient. The server can also obtain testamentary intent information. A telephone call may then be placed by the server to the recipient, and a two-party digital voice recording can be made on the remote server of a three-way telephone call, in which the server is one of the parties.

Abstract: A method and apparatus for delegating a message. An audio message from a prioritized list of audio messages is received by a computing device. The audio message identifies a first sender designated priority and a first recipient prioritization attribute. A delegate for responding to the audio message is determined. A delegation action identifier identifying a delegation action of a plurality of delegation actions is determined. A first delegation action directs a delegate to generate a response and send the response to the sender without notifying a delegator. A second delegation action directs the delegate to generate the response and send the response to both the sender and the delegator. A third delegation action directs the delegate to generate the response and send the response to the delegator.

Abstract: This disclosure details the implementation of methods, systems and computer program products for enhanced call screening (hereinafter, “ECS”). ECS systems implement a live call screening application whereby users may hear voicemail messages in real time as they are being recorded, decide whether or not they wish to talk to the caller leaving the message, and engage the caller in two-way communications by indicating interest in doing so.

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

Abstract: A telephone system for enhanced privacy management includes a telephone switch, a rejected call handler, a user preference database, and an internet app privacy manager, whereby an incoming call can be assigned to a calling class, and routed according to a calling rule associated with the calling class. Using an interactive voice response menu or an application portal, the user can assign callers to calling classes and specify call handling rules and schedules. A rejected call handler includes a voice interface, a switch control, a voicemail, interactive voice response, call progress simulator, in-message options, in-call options, post-call options, and other components. Further disclosed is a method for determining a calling rule, including determining the caller id status, querying a calling rules table, and determining a calling rule.

Abstract: The system and method identify a plurality of call flow events in a call analysis system. Call statistics are associated with the call flow events. The call flow events are organized into event groups each containing a plurality of call flow events. Once an event group is selected, call statistics for the events of the event group are displayed. In addition, the system and method allow for selection of individual call flow events in order to display calls associated with the events.

Abstract: A system according to the present invention includes a calling terminal that makes a call, a called terminal that can receive the call from the calling terminal, and a message server that stores in advance a plurality of messages correlated with call results to the called terminal from the calling terminal, selects a first message from the plurality of messages on the basis of the call results, and transmit the first message to the called terminal.

Abstract: In one embodiment, the present invention is a method and apparatus for knowledge generation and deployment in a distributed network. In one embodiment, a method for processing messages in a social network includes receiving a new message from a first node in the network, the new message including a query, providing the first node with an answer to the query, if the answer is located in a repository, and initiating generation of the answer, if the answer is not located in the repository.

Abstract: A terminal and a method are described herein for offering termination-side services to a user. In one embodiment, the terminal (e.g., cellular terminal, enterprise or residential wireline device, mobile device) is configured to provide one or more termination-side services (e.g., color ring back tone, voice mail, call diversion, hold before answer) to the user. The terminal is further configured to enable the user to directly setup and manage the one or more termination-side services without interacting with the telecommunication network.

Abstract: Improved methods of presenting speech prompts to a user as part of an automated system that employs speech recognition or other voice input are described. The invention improves the user interface by providing in combination with at least one user prompt seeking a voice response, an enhanced user keyword prompt intended to facilitate the user selecting a keyword to speak in response to the user prompt. The enhanced keyword prompts may be the same words as those a user can speak as a reply to the user prompt but presented using a different audio presentation method, e.g., speech rate, audio level, or speaker voice, than used for the user prompt. In some cases, the user keyword prompts are different words from the expected user response keywords, or portions of words, e.g., truncated versions of keywords.