Patent application number | Description | Published |
20080208988 | Automatic restriction of reply emails - In one embodiment, a method includes detecting, by an automated program, an attempt by a recipient of an email addressed to a plurality of addressees that includes the recipient to send a reply-all email. The automated program rejecting the reply-all email based on a pre-set policy rule that limits a number of reply-all email in a thread. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. | 08-28-2008 |
20080215323 | Method and System for Grouping Voice Messages - A method for grouping voice messages includes extracting a voice signature from a voice message and tagging the voice message with an identification associated with the voice signature. The method also includes grouping the voice message based on the identification. | 09-04-2008 |
20080226046 | Integrated Alerting - In a wide-area communication system, users or numbers in the system to be alerted are ranked so to improve the efficiency of the alert calls. Rankings are based on various factors, including whether two or more users are on the same active call, whether a user is on an active call, how recently a user ended a call, and whether a user recently missed a call. Within rankings, there may be multiple callers or numbers. These users may further be ranked, such as by determining which caller is expected to end a call first based on the current elapsed time of the call and the average call duration for that user or number. | 09-18-2008 |
20080243386 | Method and System for Communicating Arrival Notifications - A method for communicating an arrival notification includes receiving a first destination and determining a location of the first destination. The method further includes calculating an estimated time of arrival for a mobile endpoint to arrive at the location of the first destination and sending a notification message indicating the estimated time of arrival to a communication device associated with the first destination. | 10-02-2008 |
20080310398 | CALL PRIORITY BASED ON AUDIO STREAM ANALYSIS - A method and system of prioritizing calls based on audio stream analysis includes receiving a plurality of calls, wherein each call comprises an audio stream. The audio stream associated with one of the calls is analyzed for pre-determined audio characteristics. The call is processed based on the audio characteristics of the call. A system for prioritizing calls includes a multipoint control unit for receiving calls. An audio stream capture system captures an audio stream from the calls. The audio stream is analyzed by the capture system according to one or more selected criteria and an urgency priority ranking is determined for each call. The calls are ranked in a queue database according to urgency priority. A controller manages the audio stream capture system, the audio analyzer and queue database computer system. | 12-18-2008 |
20090003578 | ENHANCING CONTACT CENTER INTERACTIONS FOR PEOPLE HAVING IMPAIRED SENSES - A method and apparatus is provided for emulating an impairment of a person. The method comprises determining a type of sensory impairment of a person communicating with an agent endpoint device and applying a configuration filter corresponding to the determined type of sensory impairment to output at the agent endpoint device to emulate the sensory impairment of the person. Determining the type of sensory impairment may comprise determining a hearing impairment of the person or a type of color-blindness of the person. | 01-01-2009 |
20090009588 | Recognition of human gestures by a mobile phone - In one embodiment, a method includes electronically detecting a gesture of a user listening to a speaker via a communication device, and generating an audible and/or visual response that corresponds to the gesture. The audible and/or visual response is then communicated to the speaker. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. | 01-08-2009 |
20090024389 | Text oriented, user-friendly editing of a voicemail message - A system in one embodiment includes a server associated with a unified messaging system (UMS). The server records speech of a user as an audio data file, translates the audio data file into a text data file, and maps each word within the text data file to a corresponding segment of audio data in the audio data file. A graphical user interface (GUI) of a message editor running on an endpoint associated with the user displays the text data file on the endpoint and allows the user to identify a portion of the text data file for replacement. The server being further operable to record new speech of the user as new audio data and to replace one or more segments of the audio data file corresponding to the portion of the text with the new audio data. | 01-22-2009 |
20090028520 | DIGITAL VIDEO RECORDER COLLABORATION AND SIMILAR MEDIA SEGMENT DETERMINATION - In one embodiment, a method for performing actions with media information using a digital video recorder is provided. In one embodiment, a user may mark a media segment in media using a digital video recorder. Characteristics for the media segment are then determined. A second media segment in second media may then be determined. For example, the second media segment may have similar characteristics to the first media segment. In one example, an advertisement that is similar to the advertisement marked as the first media segment may be determined. An action may then be performed with the second media segment. For example, the second media segment may be removed from the second media. | 01-29-2009 |
20090086933 | CALL ROUTING USING VOICE SIGNATURE AND HEARING CHARACTERISTICS - In an example embodiment, a system that appropriately routes calls to an agent at a contact center based on the agent's voice and/or hearing characteristics. The agent is selected by matching speech and hearing characteristics of a caller with the speech and hearing characteristics of an agent. In order to find the best match for the caller, the contact center determines if the caller is hearing impaired, and if so determines a suitable frequency range for the caller. If a match cannot be found, the agent's and/or caller's voice may be shifted in real time and adjusted to a frequency range that is best suited for the caller. | 04-02-2009 |
20090086943 | Identification of multiple persons on a phone call - A method in one embodiment includes receiving input identifying a plurality of callers within a listening or speaking range of a phone device being used to place a call. The input is then sent over a packet-based network to a server that authenticates and authorizes each of the callers to the call. Following authentication and authorization by the server, a name or caller ID of each of the callers is sent to a destination endpoint device of the call. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. | 04-02-2009 |
20090097677 | Enhancing Comprehension Of Phone Conversation While In A Noisy Environment - In one embodiment, one or more users may be participating in a conversation. In one example, a first user may be speaking into a speaker end device and a second user may be listening at a listener end device. The second user may be in an environment where noise may be present. Particular embodiments determine characteristics of the noise at the listener end device. Characteristics of a voice signature for a user speaking with the speaker end device are also determined. Comprehension enhancement of voice signals received from speaker end device is then performed based on characteristics of the noise at the listener end device and characteristics of the voice signature. For example, the signature of the voice signals may be altered to lessen the overlap with the noise. | 04-16-2009 |
20090100468 | FACILITATING REAL-TIME TRIGGERS IN ASSOCIATION WITH MEDIA STREAMS - In one embodiment, a Media Analysis and Delivery System obtains a set of media delivery rules, wherein the set of media delivery rules includes one or more triggers, each of the triggers identifying a topic of interest. The Media Analysis and Delivery System examines a media stream for at least one of the one or more triggers in accordance with the set of media delivery rules. The Media Analysis and Delivery System provides at least a portion of the media stream in response to at least one of the triggers in accordance with at least one of the set of media delivery rules. | 04-16-2009 |
20090115835 | Visually Enhancing a Conference - A method for visually enhancing a conference includes receiving a first request to enhance a first object. The method also includes establishing a visual conference between at least a local participant and a remote participant. The method additionally includes receiving a visual communication and detecting a reference to the first object in the visual communication. The method further includes, upon detecting the reference to the first object in the visual communication, enhancing for presentation the first object in the visual communication based on the first request. | 05-07-2009 |
20090123035 | Automated Video Presence Detection - In an embodiment, a method includes receiving an image of a conference attendee. The method also includes extracting biometric information associated with the conference attendee from the image and determining a status of the conference attendee. The method further includes communicating the status of the conference attendee in response to determining the status of the conference attendee. | 05-14-2009 |
20090125948 | Communication Processing Based on Television Use - In one embodiment, a method includes receiving a first user profile comprising at least one rule associated with at least one show. The at least one rule is activated upon the occurrence of a first event. The method also includes detecting the occurrence of the first event. Upon detecting the occurrence of the first event, the method further includes activating the at least one rule and processing a first communication based on the at least one rule. | 05-14-2009 |
20090146779 | Home entertainment system providing presence and mobility via remote control authentication - An apparatus in one embodiment is operable to receive, from a remote control device associated with a video display device, biometric input of a user. Responsive to a match of the biometric input with stored biometric data of the user, the user is authenticated. The remote control device and/or the video display device are then configured based on user settings associated with the stored biometric data of the user. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. | 06-11-2009 |
20090179752 | MOBILE DEVICE SAFETY - In an example embodiment, an automatic warning system that warns users of personal mobile devices (such as cellular telephones and portable music players) when they enter or are near the threshold of a hazardous area while using their mobile device. In an example embodiment, the mobile device is automatically paused upon entering a street and resumes when the user has crossed the street. In a cellular telephone embodiment, calls are automatically put on hold upon entering the hazardous area, optionally the other parties to the call are informed of the reason for the hold, and the call is automatically resumed when all parties have left the hazardous area. | 07-16-2009 |
20090216835 | GROUP MUTE - In an example embodiment, a technique that allows members of a group at multiple locations to have private conversations within members of the group while participating in a conference call. Group members are defined and divided into virtual conference rooms. When a group mute is requested, signals originating from members of the group are distributed to locations where group members are present, while all participants of the conference call, including the members of the muted group, receive un-muted media signals. | 08-27-2009 |
20090262914 | PROCESSING MULTI-PARTY CALLS IN A CONTACT CENTER - A data processing apparatus is configured for receiving a call comprising multiple callers who are identified in a multi-party caller identification value that is received with the call; retrieving from a database, based on the multi-party caller identification value, information about each of the multiple callers; based on the retrieved information and a collective importance algorithm, determining or selecting one or more call treatment attributes for the call; and processing the call using the one or more call treatment attributes that are determined or selected. For example, a contact center or call center can provide differentiated services based on collective attributes or profiles, or a weighted average priority, of multiple people who are calling together, rather than only taking into account information about a single calling party. Call processing attributes such as priority, queuing, routing, and screen pop-up content, may be selected based on collective data about multiple callers. | 10-22-2009 |
20090274283 | ENHANCED DIRECTORY FOR COMMUNICATIONS DEVICES - In one embodiment, a method includes establishing a call, and continuously monitoring the call from or using a first endpoint associated with the call. Monitoring the call includes identifying when an information element associated with the call has changed. The method also includes determining when the information associated with the call has changed, and storing a representation of the information element in an enhanced directory arrangement associated with the first endpoint when the information associated with the call has changed. | 11-05-2009 |
20100013905 | FLOOR CONTROL IN MULTI-POINT CONFERENCE SYSTEMS - In one embodiment, a conference with multiple end points is provided. At the locations, multiple screens may be configured to display video from a portion of the multiple end points. Video from multiple locations is output onto the multiple screens, such as video streams from N different segments are output on N different screens. The video output may be determined based on a first dimension of the floor control algorithm. A push-to-talk input may then be received from a button. A video segment associated with the push-to-talk button is then determined and the video segment is output on one of the multiple screens in response to receiving the push-to-talk input. The push-to-talk input may be used by users that cannot actively participate in the first dimension of the floor control algorithm. For example, users using sign language cannot speak louder and thus by using the push to talk button or hand gestures can indicate their desire to be switched in as one of the displayed segments. | 01-21-2010 |
20100014653 | METHOD AND APPARATUS FOR SCHEDULING CALLBACKS VIA OFFLINE OFFER TASKS TO KNOWLEDGE WORKERS - In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request. | 01-21-2010 |
20100027778 | METHOD AND APPARATUS FOR MAINTAINING DYNAMIC QUEUES IN CALL CENTERS USING SOCIAL NETWORK INFORMATION - In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller. | 02-04-2010 |
20100100370 | SELF-ADJUSTING EMAIL SUBJECT AND EMAIL SUBJECT HISTORY - In one embodiment, an apparatus for automated generation of subject line content for e-mail messages includes an input operable to receive content data including text-based information corresponding to a body of an e-mail message, a text analyzer including logic operable to analyze received content data, a topic extractor including logic operable to extract topic data in accordance with an output of the text analyzer, a string generator including logic operable to generate subject line data in accordance with an output of the topic extractor, and a message output operable to output a multi-field e-mail message having a body field inclusive of the content data and a subject line field inclusive of generated subject line data. | 04-22-2010 |
20110022967 | Context Enhanced Social Network for Meeting Participants - Methods, apparatus, and logic are provided to generate a context enhanced social network (CESN) participant list for meeting participants. One method includes obtaining a list of participants and a meeting context and identifying expert knowledge that is required for the context. Degrees of associations between a first participant and the other participants are calculated based on a level of expert knowledge of the participants. The CESN participant list is generated and displayed for the first meeting participant based on the calculated degrees of associations of the other participants. The method can be repeated such that a unique CESN participant list is generated for each meeting participant based on his perspective in relation to the other meeting participants and based on the current context of the meeting. The CESN participant lists may also be dynamically updated when a change in meeting context is detected. | 01-27-2011 |
20110029615 | CONTROLLING THE DISTRIBUTION OF MESSAGES - In an example embodiment, described herein is an apparatus that comprises a user interface, a communication interface, and logic coupled to the user interface and communication interface. The logic is configured to receiving a request via the user interface to forward a message to a recipient to determine whether distribution of the message is restricted to a group. The logic is further configured to determine whether the recipient is a member of the group responsive to determining distribution of the message restricted to a group. The logic is configured to send the message to the recipient via the communication interface responsive to determining the recipient is a member of the group. | 02-03-2011 |
20110034152 | METHOD AND APPARATUS FOR USING MOBILITY INFORMATION TO SELECT PROFILES IN NETWORK SYSTEMS - In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The remote device interacts with a server. The method also includes determining if the mobility information indicates that the remote device is approximately stationary, and selecting a first profile of a plurality of profiles if the remote device is approximately stationary. If the remote device is not approximately stationary, a second profiled of the plurality of profiles is selected. | 02-10-2011 |
20110074911 | Gesture-Based Actions in a Video Communication Session - In one embodiment, a method for transferring a communication session detects a transfer indication generated by a user of a first video conference system, where the transfer indication requests to transfer an active voice communication session. The method acquires image information associated with the transfer indication, where the image information includes at least one frame captured from a second video conference system having an active video conference session with the first video conference system. The method identifies a mobile communication device associated with the transfer indication and having the active voice communication session and identifies a target communication device using the image information associated with the transfer indication. The method also initiates transfer of the voice communication session to the target communication device. | 03-31-2011 |
20110091030 | DYNAMIC CALLBACKS FROM A CONTACT CENTER - A contact center is provided. The contract center may include an input and a processor. The input is operable to receive communication from a first contact media type. The processor is operable to respond to communication from the first contact media type by initiating communication with a second contact media type, the first and second contact media types being associated with a contact and the first contact media type being different from the second contact media type. | 04-21-2011 |
20110106337 | AD-HOC MOBILE IP NETWORK FOR INTELLIGENT TRANSPORTATION SYSTEM - A method for intelligently managing a transportation network is provided. The method may include providing a roadside apparatus | 05-05-2011 |
20110191134 | CONTACT OFFER TIME FOR AGENTS SUPPORTING CONTACT CENTERS - A method for assisting an agent supporting a contact center is provided. The method includes obtaining one or more contact offer factors, determining a contact offer time for the agent supporting the contact center based on the one or more contact offer factors, and providing the contact offer time to the agent. The contact offer time defines when the agent will receive a contact offer. | 08-04-2011 |
20110225238 | SYSTEM AND METHOD FOR PROVIDING DATA CHANNEL MANAGEMENT IN A NETWORK ENVIRONMENT - An example method can include establishing a session involving a first end user, the first end user is included in a virtual talk group, which includes at least one other end user. A media source is provided for the session. The method also includes initiating a request for a second end user to join the session, the second end user is added to the virtual talk group. A mobile device being used by the first end user controls which data from the media source is to be sent to the second user during the session. An internet protocol (IP) address associated with the media source is withheld from communications sent to the second user. In more detailed embodiments, a control channel can be established between the mobile device and a server, the control channel managing data being sent to end users in the virtual talk group. | 09-15-2011 |
20110293079 | Techniques for Marking and Manipulating Voice Message Segments Through a Telephone User Interface - In one embodiment, techniques for manipulating a voice message using a telephone user interface are provided. The telephone user interface receives a mark begin segment command from a telephonic device through a voice modality. The mark begin segment command indicates a beginning point for a voice message segment in the voice message. The telephone user interface then receives a mark end segment command from the telephonic device through the voice modality. The mark segment command indicates an ending point for the voice message segment in the voice message. An action command from the telephonic device is received and an action based on the action command for the voice message segment is performed. The voice message segment is a portion of the voice message determined based on the indicated beginning point of the voice message segment and the indicated ending point of the voice message segment in the voice message. | 12-01-2011 |
20120002002 | Capturing and Controlling Access to Muted Content from a Conference Session - Techniques are provided for receiving multimedia from a plurality of endpoints participating in a conference session, including multimedia from an endpoint that was muted during the conference session. A muting state is detected at a particular endpoint during the conference session and the multimedia from the particular endpoint is recorded even though it is not forwarded and rendered to the other endpoints during the conference session. Information associated with the multimedia data for the conference session is stored to indicate the time period during which the muting state was detected at the particular endpoint. Techniques are also provided for granting access at a later time to the stored multimedia data for conference session, including access controls to the muted multimedia. | 01-05-2012 |
20120016536 | AD-HOC MOBILE IP NETWORK FOR INTELLIGENT TRANSPORTATION SYSTEM - A method for intelligently managing a transportation network is provided. The method may include providing a roadside apparatus | 01-19-2012 |
20120027189 | Call to Call Center as Trigger to Capture and Record Other Geographically Relevant Data - Techniques are provided for using a location of a caller placing a call that is received at a call center to identify other sources of information that are relevant to the call. A call is received at a call center from a caller. The location of the caller is obtained from the received call, and other sources of information potentially relevant to the call are identified based on the location of the caller. For example, information is stored that identifies at lease one individual that is proximate to the location of the caller, and communication is initiated with at least one individual who is determined to be located proximate to the caller. | 02-02-2012 |
20120027195 | Automatic Editing out of Sensitive Information in Multimedia Prior to Monitoring and/or Storage - Techniques are provided to automatically edit multimedia associated with call center sessions when producing monitoring and/or recording copies of the multimedia. Multimedia associated with a session between a caller and a call center agent is received. The multimedia from the session is analyzed to determine when sensitive information is to be revealed. The multimedia is edited to mask the sensitive information in a monitored and/or recorded copy of the multimedia. | 02-02-2012 |
20120030682 | Dynamic Priority Assessment of Multimedia for Allocation of Recording and Delivery Resources - Techniques are provided to allocate resources used for recording multimedia or to retrieve recorded content and deliver it to a recipient. A request associated with multimedia for access to resources is received. A context associated with the multimedia is determined. Resources for the multimedia are allocated based on the context. | 02-02-2012 |
20120039451 | QUEUING AND ROUTING TELEPHONE CALLS - A method and system to process communications in an automatic communication distributor is described. The method may comprise receiving a communication and identifying an originating location from which the communication originates. Thereafter, a determination is made when the originating location corresponds to a predefined high priority geographical area and a priority to the communication is assigned based on the originating location. The call may be assigned a higher priority when the originating location corresponds to the high priority geographical area than when the originating location does not correspond with the high priority geographical area. The communication is queued based on the assigned priority. A method is also provided to assign an agent using an automated call distributor based on a distance between the originating location of the communication and the determined geographical locations of the potential respondents. | 02-16-2012 |
20120089463 | Method and System for Inserting Advertisements in Unified Messaging Solutions - A method and an apparatus for inserting an included message into an e-mail message, wherein the e-mail message is transferred through a unified messaging solution have been provided. In one embodiment, the unified messaging solution detects transmission of a voice mail message as the e-mail attachment. The voice mail message is received by a system that facilitates the transfer of the e-mail message. The system associates the included message with the voice mail message. The included message is inserted into the e-mail message. The system sends the e-mail message along with the included message and the attached voice mail message to an intended user. In a preferred embodiment, the included message is an advertising message. | 04-12-2012 |
20120128322 | Geographical Location Information/Signal Quality-Context Based Recording and Playback of Multimedia Data from a Conference Session - Playback of multimedia data associated with a recorded conference session is simplified, particularly for a person who participated in the conference session from a mobile device. At a recording server that is in communication with a plurality of endpoints in a conference session, multimedia received from the plurality of endpoints participating in the conference session is recorded. The recording server obtains geographical location information for at least one mobile endpoint participating in the conference session as the at least one mobile endpoint moves. The recording server temporally correlates the geographical location information for the at least one endpoint with recorded multimedia data for the conference session. The recording server stores data tags for the geographical location information for the at least one mobile endpoint in association with the recorded multimedia data for subsequent use in indexing to map data to retrieve a portion of the recorded multimedia data for playback. | 05-24-2012 |
20130253732 | AD-HOC MOBILE IP NETWORK FOR INTELLIGENT TRANSPORTATION SYSTEM - A method for intelligently managing a transportation network is provided. The method includes providing a roadside apparatus to communicate with vehicle nodes associated with vehicles in a transportation network, the vehicle nodes being in a range of control of the roadside apparatus. Based on real-time location and direction information received from a particular vehicle node associated with a particular one of the vehicles, a specific neighboring roadside apparatus whose range of control is next to be entered by the particular vehicle is identified. Handover information is communicated to the specific neighboring roadside apparatus, and the particular vehicle node is communicatively connected to the specific roadside apparatus before disconnection from the roadside apparatus. | 09-26-2013 |
20130301813 | METHOD AND APPARATUS TO PROCESS AN INCOMING MESSAGE - A method and apparatus to process an incoming message is described. The method may comprise, at a recipient system, receiving an incoming message from a message communicator and automatically analyzing message content to identify a keyword included in the message content. Thereafter, a predefined action associated with the keyword may be identified and the action may be performed. In an example embodiment, the predefined action may be a priority with the message, alerting an intended recipient of the message, routing the message to the intended recipient, paging the intended recipient, emailing the message to the intended recipient, sending an SMS message to the intended recipient, or the like. In an example embodiment, a user/owner of a mailbox may search a message database to identify incoming messages which includes the search term in the message content. | 11-14-2013 |
20140095058 | AD-HOC MOBILE IP NETWORK FOR INTELLIGENT TRANSPORTATION SYSTEM - A method and system for intelligently managing a transportation network are provided. The method includes dynamically establishing an ad hoc data communications network that includes vehicle nodes provided by respective vehicles in a transportation network. Behavior of one or more of the vehicles can be controlled remotely in response to automated traffic analysis performed based on real-time information received via the ad hoc network. Remote control of the one or more vehicles can include controlling vehicle motion by controlling vehicle subsystems via real-time command data transmitted to the respective vehicles via the ad hoc network. | 04-03-2014 |
20140198175 | SCALABLE CONFERENCE BRIDGE - In one embodiment, a conference bridge receives a call initiated by a first caller endpoint. The conference bridge identifies a conference to which the call requests entry and determines whether the conference bridge has available resources to process the call. The conference bridge enables the call to join the conference via a second conference bridge associated with a second caller endpoint participating in the conference according to whether the conference bridge has available resources to process the call. | 07-17-2014 |