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Systems and methods for implementing a content object access point

Patent Number: 8112449
Publication Date: 2012-02-07
Inventors: Casey, Steven M.; Phillips, Bruce A.

Systems and methods for accessing and distributing content objects. Various of the systems and methods utilize a number of content object entities that can be sources and/or destinations for content objects. A combination of abstraction and distinction engines can be used to access content objects from a source of content objects, format and/or modify the content objects, and redistribute the modified content object to one or more content object destinations. In some cases, an access point ...

Synchronization of agent skill data

Patent Number: 8112391
Publication Date: 2012-02-07
Inventors: Allen, Christopher J.; Miles Barry, Beth S.; Rodgers, Ervan D.

A method and system for automatically updating and synchronizing contact center agent skill data maintained in a central agent skill database with a routing system based upon skill-changing events triggered in skill-Impacting systems. Contact center agent skills may be maintained in a skill database for a set of agents. A skill-impacting system (such as an education system, a satisfaction system or a metrics system) may send skill/capability data for an agent. The agent's profile in the ...

Method, medium, and system for providing leads to an agent in exchange for credits

Patent Number: 8112321
Publication Date: 2012-02-07
Inventors: Mussman, David C.; Kempkes, Rodney J.; Marr, Kenneth A.; Frisbie, James V.; Pettay, Mark J.; Bennett, Rodney L.

A system, method, and computer readable medium for authorization of independent agents for processing calls and distribution of calls to authorized agents are provided. An independent agent may purchase or otherwise acquire credits for leads related to commerce transactions. The credits may be maintained by a call center and accessed by a device responsible for routing calls to agents. Calls or other transactions leads may then be directed to the independent agent, and the independent ...

Control circuit for controlling a DC supply voltage for a terminal

Patent Number: 8111824
Publication Date: 2012-02-07
Inventors: Gaggl, Richard; Jenkner, Christian; Noessing, Gerhard

A control device for controlling a supply voltage which can be switched between a constant line current operation and a constant line voltage operation, wherein a line current, which consists of a direct current for supplying the terminal and of an alternating current for transmitting information, flows via a subscriber line of a terminal, comprising a sensing circuit for sensing an analogue input voltage dependent on the line current, a subtractor which, in the constant line current ...

Method, device and system for realizing universal personal number ring back tone service

Patent Number: 8111823
Publication Date: 2012-02-07
Inventors: Liu, Jianfeng; Ma, Qifeng

A method for realizing the universal personal number ring back tone service comprises: determining the ring back tone played according to the called information, and determining the media resources for playing the ring back tone according to the calling information, the media resources information and the said ring back tone information; the said media resource plays the said ring back tone. The present invention also discloses a device and a system for realizing the universal personal ...

System and method for mapping a voice identity across multiple telephony networks with time attributes

Patent Number: 8111822
Publication Date: 2012-02-07
Inventors: Ho, Chi Fai; Chiu, Shin Cheung Simon

A system and method for mapping a voice identity to a telephone number includes: one or more phone systems; at least one policy processor coupled to the one or more phone systems; and a voice identity mapping data structure accessible to the at least one policy processor. The voice identity mapping data structure includes: search voice identities transitively mapped to one or more target voice identities, where the voice identity matches a first search voice identity, the first search voice ...

Automated follow-up call in a telephone interaction system

Patent Number: 8111821
Publication Date: 2012-02-07
Inventor: Ollason, David G.

A follow-up call to a user is made after completion of a first call with a voice user interface module operable on a computer. The voice user interface module inquiries about information communicated in the first ...

Audio conference platform with dynamic speech detection threshold

Patent Number: 8111820
Publication Date: 2012-02-07
Inventors: O'Malley, William; Grandgent, Charles M.

The present invention comprises a method for audio/video conferencing. In a preferred embodiment, the method comprises using a dynamic threshold value to determine whether there is speech on a line. One aspect, the method comprises determining a dynamic threshold value based on one or more characteristics of signals received on a port, associating that dynamic threshold value with the port; and comparing one or more characteristics of signals subsequently received on the port to the dynamic ...

Message server and method for notification of a user about the delivery of an electronic message

Patent Number: 8111819
Publication Date: 2012-02-07
Inventor: Zegers, John

In one aspect, a message server for processing outgoing and incoming electronic messages is provided. The server includes a receiving facility, a transmission facility, an instruction, a checking facility, and a notification facility. The receiving facility receives the electronic messages, including a first electronic message and a second electronic message. The transmission facility sends the electronic messages including the first electronic message. The instruction is allocated to the ...

Method and system for processing calls by proxy

Patent Number: 8111818
Publication Date: 2012-02-07
Inventors: Rosenberg, John Richard; Gayde, Ruth Schaefer; Morgan, Todd Cartwright

A method of processing a call by proxy in a network is provided. The method comprises: receiving a request from a first party for a proxy call on behalf of a second party at a first call control entity, whether or not an active call exists between the first and second parties; signaling the proxy call through the network; and establishing the proxy call to an appropriate destination, such as an emergency call center near the second ...

Portable tele-homecare monitoring system and method for the same

Patent Number: 8111817
Publication Date: 2012-02-07
Inventors: Hsu, Yeh-Liang; Wu, Chang-Huei; Cheng, Chih-Ming; Ma, Hung-Hsiang

A portable tele-homecare monitoring system and method for the same overcomes the problem of medical monitoring requiring a large organized system, with the associated high costs and disadvantages generated due to the large amount of equipment required by the prior art. The present invention allows a user to access home monitoring data by a portable electronic device, an application program or explorer via the Internet from a distributed data server. The portable tele-homecare monitoring ...

Methods and systems for enabling return to same position in a review of messages in a voice mail system using tag or identifier stored in the voice mail system

Patent Number: 8111816
Publication Date: 2012-02-07
Inventors: Braudes, Robert E.; Brand, Joel; Adamczyk, Maria

Methods and systems for enabling a subscriber to interrupt a review of messages in a voice mail system (VMS), to make a call or take some other action, and to return to the same position as occupied at the time of interruption in the review of messages in the VMS. In response to an indication from the subscriber's communication to leave the review, an identifier is created to mark the position of the subscriber's communication in the review. The identifier is stored in the VMS. The VMS ...

Method and device for preventing misuse of personal information

Patent Number: 8111815
Publication Date: 2012-02-07
Inventors: Zehnbacht, Alexander; Finkelstein, Steve S.

The invention disclosed comprises a method and device for receiving an order request from a first party along with contact information for the first party, routing at least some communication made using, or to, second contact information, such as may be provided to the first party, and providing at least part of the order request and first contact information to a third party. The contact information may be a phone number or an e-mail address or a plurality of ...

Extensible alert types

Patent Number: 8111814
Publication Date: 2012-02-07
Inventors: Anantharaman, Sundaram; Potra, Adrian; Ganesan, Krishnamurthy

A facility for providing extensible alert types is described. The facility includes an endpoint component that has an associated application, an alert handler component provided by the application for handling received messages and providing alerts to the application, and a message transport component that receives a message, determines whether the message contains an alert, locates an alert handler to handle the alert, and provides a portion of the received message to the alert handler ...

Unified greeting service for telecommunications events

Patent Number: 8111813
Publication Date: 2012-02-07
Inventors: Weber, Gregory D.; Mohler, David S.

A technique is disclosed that enables a telecommunications user to initially enter a greeting message in a single media format such as either voice or text. Subsequently, this greeting message is used by a server in response to any communication event that arrives for the user, such as a voice call or an email message, regardless of the media format of the arriving communication event. When the server receives arrival notifications of various communication events, it generates a customized ...

Technique for emulating an instruction set in providing electronic messaging service through an information assistance provider

Patent Number: 8111812
Publication Date: 2012-02-07
Inventors: Miller, John S.; Timmins, Timothy A.

To facilitate managing his/her email through a Voice E-mail™ service, a user is allowed to select one or more sets of commands, with which he/she is familiar or prefers, to be emulated when the user interacts with the service. With this selection in place, when a user communicates with an information assistance provider to access the service, the user is identified and the email data and data concerning the selected commands associated with the user are retrieved. The user may then manage ...

Methods, devices and computer program products for providing customer service call direction based upon remote diagnostics

Patent Number: 8111811
Publication Date: 2012-02-07
Inventors: Chilton, James; Starr, Robert; Zellner, Samuel

Directing customer service calls based upon remote diagnosis of customer premises equipment (CPE). CPE information is received remotely from the CPE. Network status information is received from a communications network indicative of a current operational status for the network. An issue is detected with the CPE based upon the received CPE information. A recommended customer service center is selected from a plurality of customer service centers based upon at least one of the CPE information ...

Method, system and apparatus for controlling a network interface device

Patent Number: 8107619
Publication Date: 2012-01-31
Inventor: Chan, Frank Siu Hong

According to embodiments of the present invention, a method, system and apparatus for controlling a network interface device is disclosed, the network interface device for enabling communication between a communications network and at least one customer device. A condition of the network interface device is determined. In response to the condition of the network interface device qualifying as a reset condition, a trigger is generated. The trigger is released to a power controller, the ...

Method and system for providing DC power on local telephone lines

Patent Number: 8107618
Publication Date: 2012-01-31
Inventors: Binder, Yehuda; Hazani, Ami; Kofman, Semion

A system for providing DC power on local telephone lines, such as telephone lines in a building or office, for powering devices and circuitry associated with communications over those telephone lines, as well as other functions. Desired voltage and power levels are supplied over local telephone lines by separating the DC power component from the central office or private branch exchange with a DC blocking filter while passing all AC telephony signals. A distinct DC power is then imposed ...

Audio processor

Patent Number: 8107617
Publication Date: 2012-01-31
Inventors: Kihara, Nobuyuki; Kato, Yasuhiko; Sakuraba, Yohei

An audio processor of a loud speech communication system including a speaker and a microphone is provided. The audio processor includes: an adaptive filter wherein an amount of update in a learning event is set to an arbitrary value, and a filter coefficient is serially determined corresponding to the set amount of update; a semi-fixed filter adapted to an echo cancellation process of an audio input signal input from the microphone; adaptive filter assessment unit that calculates a length ...

Acoustic echo canceller

Patent Number: 8107616
Publication Date: 2012-01-31
Inventors: Roovers, David Antoine Christian Marie; Merks, Ivo Leon Diane Marie; Janse, Cornelis Pieter; Riera-Palou, Felip

An acoustic echo cancellation device (1) for canceling an echo in a microphone signal (z) in response to a far-end signal (x) comprises: an adaptive filter unit (10) arranged for filtering the far-end signal (x) so as to produce an echo cancellation signal (y), —a combination unit (12) arranged for combining the echo cancellation signal (y) with the microphone signal (z) so as to produce a residual signal (r), and a post-processor unit (13) arranged for ...

Method and device for checking the function for inverting the polarity on a subscriber line comprising a plurality of wires

Patent Number: 8107615
Publication Date: 2012-01-31
Inventors: Diegel, Heike; Sieben, Bernhard; Krimmer, Roland; Dollinger, Rudolf

The invention relates to a method and to a device for testing the function for inverting the polarity on a subscriber connection line (TAL) comprising several wires (a, b), in order to connect at least one subscriber to a subscriber connection line (SLM), which comprises at least one inverting device (RG) and a current measuring device (MG) which is associated with the inverting device (RG). In a first step, the subscriber connection component (SLM) is separated from the inverting device ...

Enhanced colorful ring-back tone by mixing content streams in real time

Patent Number: 8107614
Publication Date: 2012-01-31
Inventors: Sobti, Arun; Sonalkar, Rohit; Mehta, Shital

Methods and systems for enhanced Colorful Ring-Back Tone (eCRBT) services by mixing multiple digital content streams in real time are provided, including audio, video, data, text-based message, and hypermedia object streams. One or more properties of the content streams, such as volume or pitch of an audio stream, or brightness and layout of a video stream, are gradually altered such that a prominence of the an individual content stream is dynamically and seamlessly changed relative to ...

Context recovery for call center agents

Patent Number: 8107613
Publication Date: 2012-01-31
Inventor: Gumbula, Srinivasa R.

A call center processes calls in such a way that a caller's matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller's matter handled by the first agent. Subsequently, the second agent is given an opportunity to play back the voice recording prior to the second agent handling the caller's matter. In this way, the caller is not required to repeat the same information to ...

Distributed session-based data

Patent Number: 8107612
Publication Date: 2012-01-31
Inventor: Robesky, Kenneth A.

Session-based data, such as call detail accounting information, is tracked and distributed to a plurality of servers in a distributed telephony environment. One type of session is a telephone call between participants. Session-based data includes information about a session provided by the switches along the media path. Session-based data further includes information related to the session obtained from the application layer (e.g., user input metadata). A network proxy maintains a ...

Methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information

Patent Number: 8107611
Publication Date: 2012-01-31
Inventor: Vesta, Benjamin W.

The subject matter described herein includes methods, systems, and computer readable media for automatically displaying customized call center operating statistics based on user profile information. According to one aspect, a method for automatically displaying customized call center operating statistics based on user profile information is provided. The method includes receiving user profile information associated with a user, wherein the user profile information uniquely identifies the ...

Callback processing of interactive voice response requests

Patent Number: 8107610
Publication Date: 2012-01-31
Inventors: Koch, Robert A.; Harris, Jr., Isaiah

Embodiments of the present disclosure provide methods and devices for processing a call to a call distribution point. In this regard, one embodiment of such a method, among others, can be broadly summarized by the following steps: receiving a request from a caller to the call distribution point; parsing the request for information included in the request indicating the nature of the request; assigning a call recipient to service the request based on the information obtained in the parsing ...

Methods and systems for telephony call-back processing

Patent Number: 8107609
Publication Date: 2012-01-31
Inventors: Smith, Robert; Trandal, David S.

The present invention provides flexible call processing. In one embodiment, a first call from a calling party intended for a called party is received at a call processing system. The call processing system places a second call to a telephonic device associated with the called party. The calling party and called party communicate via the first and second calls. A determination is made that the first call has been terminated. A call-back instruction is received from the called party while the ...

System and method for providing routing, mapping, and relative position information to users of a communication network

Patent Number: 8107608
Publication Date: 2012-01-31
Inventors: Sheha, Michael A.; Petilli, Stephen; Sheha, Angie

The present invention is directed to a system and method for providing real-time position information of one party to another party by utilizing a conventional telecommunication network system such as the convention telephone network, a mobile telecommunications network, a computer network, or the Internet. More specifically, the preferred embodiments of the present invention allow a caller and a receiver of a telephone call to provide to and receive from each other position information ...

Integrated chat client with receiving party choice

Patent Number: 8107607
Publication Date: 2012-01-31
Inventors: Scott, David; Gao, Xiaofeng

Phone systems for an integrated chat client service are provided. A representative phone system includes a call processing system operable to check a chat server for accessibility of a calling party chat client associated with a calling party and coupled to the internet, the call processing system being further operable to prompt a called party to select to talk or chat. Methods to connect telephone calls and answer telephone calls are also ...

Method for initiating a connection between communication devices of at least two parties

Patent Number: 8107606
Publication Date: 2012-01-31
Inventors: Rotbart, Assi; Jack, Yigal

A method and system for initiating a connection between at least a first communication device and a second communication device respective of a first party and a second party. According to the present invention initiating a connection includes obtaining a destination subscriber identifier from the first party, wherein the destination subscriber identifier is a string including at least one character different than a numeric character and is respective of the second party. Then, a resolution ...

Memory aid for persons having memory loss

Patent Number: 8107605
Publication Date: 2012-01-31
Inventors: Jaffres, Remy; de Raulin, Gonzague

A simplified computer device is provided and may be used by persons having memory loss to connect via a network, such as the Internet, to one or more other computer devices. The simplified computer device is operable to obtain image, text and/or audio files from the other computer device for displaying on a display screen or for playing on an audio player, as the case may be, of the simplified computer devices to assist the persons with memory loss in recalling the identity and/or other ...

Telecommunication and multimedia management method and apparatus

Patent Number: 8107604
Publication Date: 2012-01-31
Inventors: Katis, Thomas E.; Panttaja, James T.; Panttaja, Mary G.; Ranney, Matthew J.

A communication device for consecutively rendering one or more conversations. The device includes a receiver configured to receive at the communication device media associated with the one or more conversations over a network. The one or more conversations include a defined set of conversations to be consecutively rendered in accordance with a defined priority hierarchy. The device also includes a sequencing element, which sequences the received media associated with the defined set of ...

Contact number encapsulation system

Patent Number: 8107603
Publication Date: 2012-01-31
Inventors: McLarty, Brandon D.; Wittekind, IV, Frederick

A contact number encapsulation system is disclosed that is operable to consolidate a plurality of contact numbers associated with a given user into a single contact number. The system includes a call processing application that uses information contained in a SIP message header to determine a list of contact numbers to call. The SIP message header contains a call destination indication that is used by the call processing application to retrieve the list of contact numbers. The list of ...

Directory assistance with data processing station

Patent Number: 8107602
Publication Date: 2012-01-31
Inventor: Wolmuth, Scott

The current invention is a system for providing directory assistance service in which a user sends a request to the system and the system will, based on the request, return advertisements, which may be in a visible or audible form. The advertisements are selected from a databank, which may include any number advertisements categorized within the category associated with the service, according to selection criteria. After the advertising announcement is completed, the directory assistance ...

Wireless messaging system

Patent Number: 8107601
Publication Date: 2012-01-31
Inventor: Helferich, Richard J.

A messaging system for selectively performing an action on information, for remote retrieval of messages, for performing action on information at different times, for selective paging, for providing a user interface for message access and having integrated audio visual ...

High volume call advertising system and method

Patent Number: 8107600
Publication Date: 2012-01-31
Inventor: O'Keeffe, Sean P.

Disclosed is a method and system for providing third party advertisements with the use of a delayed call connection system, comprising an answering system configured to play an advertisement message after answering a call to a business; a plurality of advertisers' messages stored in memory and accessible by said answering system, whereby at least one of the advertisers is not related to the business; and a communication system configured to connect the telephone caller to the business after ...

Methods and apparatus for the composition and communication of digital composition coded multisensory messages (DCC MSMS)

Patent Number: 8107599
Publication Date: 2012-01-31
Inventors: Topiwala, Jay C.; Topiwala, Pankaj N.

Disclosed are methods and apparatus for composing and communicating Digital Composition Coded Multisensory Messages (DCC MSMs). The present invention also relates to the design, composition, creation, and communication of the multisensory messages. Multisensory messages, while rich in content and meaning, are to be composable from a great variety of platforms, from cell phones to ...

Voicemail filtering and transcription

Patent Number: 8107598
Publication Date: 2012-01-31
Inventors: FitzGerald, Cary W.; Skakkebaek, Jens Ulrik

Systems and methods for voicemail filtering and transcription are described herein. According to various embodiments, an integrated communication system performs filtering and transcription of voicemail messages (“voicemails”) and forwards the voicemails via email to a user's email-capable device. Filtering includes generating a priority flag based on a word search of the voicemail. The integrated communication system further performs a rough transcription of the voicemail, either ...

Messaging advise in presence-aware networks

Patent Number: 8107597
Publication Date: 2012-01-31
Inventors: Brunson, Gordon R.; Zmolek, Andrew Charles

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 ...

Apparatus and method for providing on-hold information based on preference of user

Patent Number: 8107596
Publication Date: 2012-01-31
Inventors: Gentle, Christopher Reon; Kawahara, Lisa Yoshiko; Thomas, Michael John; Maity, Ashis Kumar

A method and apparatus for providing on-hold information to a telecommunication terminal that has been placed on-hold during a telecommunication call by receiving a message designating that the telecommunication terminal is to be placed on-hold from a far-end of the telecommunication call, and transmitting an on-hold message to the user of the telecommunication terminal where the on-hold message is selected by the user and generated at a near-end of the telecommunication ...

Supervised paging, messaging background music and emergency voice evacuation system

Patent Number: 8107595
Publication Date: 2012-01-31
Inventors: Bizjak, Brian; D'Souza, Dominic

The present invention generally discloses a supervised paging, messaging background music and emergency voice evacuation system. In one embodiment, the system comprises at least one telephone zone controller and at least one telephone zone paging speaker splitter or addressable paging splitter. Specifically, telephone zone controller acts as a controlling authority for the routing and playback of audio in selectable zones. In cooperation with the telephone zone controller, the telephone ...

Security system with call management functionality

Patent Number: 8107594
Publication Date: 2012-01-31
Inventors: Bennett, III, Raymond Walden; Beardsley, John Roland

A security system with call management functionality is disclosed and includes a security controller having at least one first interface to at least one user identification device and a second interface to a call management controller. The security controller also includes logic to determine a security status of a user based on identification information received from the at least one user identification device and to communicate the security status of the user to the call management ...

Method and apparatus for testing new copper connections during migration from analog network elements to next generation network (NGN) elements

Patent Number: 8107593
Publication Date: 2012-01-31
Inventors: Brugman, David L.; Capecci, Dennis W.

This invention makes it possible to transparently test replacement functionality and optionally migrate subscribers on analog phone lines, served, for example, by PSTN Class 5 elements, to Next Generation Network (NGN) elements when copper co-termination is leveraged. The method and apparatus mechanizes replacement continuity verification to the NGN element from the analog dial tone port and the multi-element network changes required for real time per line per-migration, operational testing ...

Communication device and telephone communication method thereof

Patent Number: 8102995
Publication Date: 2012-01-24
Inventor: Kim, Sang Oh

The present invention relates to a communication device and a telephone communication method thereof. The present invention includes two or more microphones mounted at different positioned in a predetermined space, e.g., in a vehicle. Further, a detector compares selectively the signal-to-noise ratios, sound quality states, volume intensities or the like of signals input through the microphones, and detects the most optimal signal as a telephone communication signal in the signals. Echo ...

Client survey systems and methods using caller identification information

Patent Number: 8102994
Publication Date: 2012-01-24
Inventors: Kreiner, Barrett; Perrella, Ronald J.

An automatic call distribution system includes a first software control module and a caller identification device for capturing caller identification information associated with an incoming call, a call agent station in communication with the automatic call distribution system, and an interactive voice response system in communication with the automatic call distribution system. The interactive voice response system administers a survey to a caller associated with the caller identification ...

Method for routing network call and network call center

Patent Number: 8102993
Publication Date: 2012-01-24
Inventors: Wang, Jianfeng; Wu, Yinghao; Zhong, Xiangyu

A method for routing a network call includes receiving a network call routing request from a requesting sub call center; determining a destination sub call center based on traffic distribution proportions for a network call service, in which the network call service corresponds to the received network call routing request, or determining a destination sub call center based on service capacity parameters of multiple sub call centers corresponding to the network call service, and forwarding ...

Dynamic load balancing between multiple locations with different telephony system

Patent Number: 8102992
Publication Date: 2012-01-24
Inventors: Harris, Jon; Sams, Bobby; Paden, Jonathan

A system and method for dynamic load balancing between telephony systems are provided. The system includes an input to receive a call from a primary interactive voice response (IVR) system. The system also includes an IVR unit responsive to the call to receive input from a caller. The system also includes logic to select a telephony system from among a plurality of telephony systems based on the input from the caller and based on agent availability data of the plurality of telephony ...

Method and system for automatic call distribution

Patent Number: 8102991
Publication Date: 2012-01-24
Inventors: Chahrouri, Gebran G.; Khouri, Joseph F.; Patel, Labhesh; Shaffer, Shmuel

A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first ...

Method for setting up a communication connection and a private branch exchange for carrying out the method

Patent Number: 8102990
Publication Date: 2012-01-24
Inventor: Riede, Sven

A method for setting up a communication connection between a calling communication terminal and another communication terminal belonging to a group in a communication network selected by the calling party dialing an allocated group telephone number, the other communication terminal being selected by an exchange unit of the selected communication network by means of availability information, and the connection initiated through the exchange of a start message and a number of connection ...