Patent application number | Description | Published |
20080263643 | METHOD AND SYSTEM FOR PASSWORD APPLICATION - Methods, systems, and program products for a client application provide child passwords mapped to a parent password authorized for login to a secure network resource server. A child user logs in to the client application by entering the child password. When a child user properly requests a secure resource from the secure network resource server, the client application uses the authorized parent password to login to the secure server and retrieve a secure resource without communicating the child password to the secure server. The child user login session is administered by the local application pursuant to access rules or limitation parameters associated with the child password. Child passwords may be set to expire. The client application may also monitor secure server access by a child user; monitored use may also be reported, and an access rule or password limitation parameter may be revised in response to monitoring and use reporting. | 10-23-2008 |
20080312925 | System and Method for Implementing Voice Print-Based Priority Call Routing - A system, method, and computer-usable medium for routing a call. A server receives a call from a client. A routing engine captures a voice print from the call. In response to the routing engine capturing the voice print from the call, the routing engine compares the voice print to a database that includes a collection of voice prints. In response to the routing engine matching the voice print to at least one voice print among the collection of voice prints, an interactive voice response (IVR) module routes the call to an appropriate call queue based on the matching of the voice print. The appropriate queue routes the call from the appropriate call queue to a call center corresponding to the appropriate call queue. | 12-18-2008 |
20090028316 | Method of and System for Managing Conference Calls - A method of and system for managing a conference call among participants and a moderator provides a control mode in which only one participant can speak at time. All participants other than the speaker are muted. The system maintains a talk queue. When a participant requests to speak, the system places the participant in the talk queue. The system may announce to the moderator that the participant has registered to speak. The system may also announce to the moderator the participant's position in the talk queue. When a speaking participant relinquishes, or is preempted from, the speaking position, the system mutes the speaking participant. The system informs the participant at the top of the talk queue that it is his or her turn to speak and unmutes that participant, whereby that participant becomes the new speaking participant. The system removes the new speaking participant from the talk queue. The system may announce their respective positions to the other participants in the talk queue. The system may include priority codes. If a participant enters a priority code when he or she requests to speak, the system places the participant at the top of the talk queue. If the participant does not enter a priority code, the system places the participant at the bottom of the talk queue. | 01-29-2009 |
20090041210 | Method of and System for Optimizing Interactive Voice Response Unit Port Utilization - A method of and system for optimizing interactive voice response (IVR) unit port utilization starts each call of a plurality of calls on a separate IVR unit port. The method launches an IVR call flow for each call. Each IVR call flow includes a section that is common to all of the call flows. The method conferences together on a single IVR unit port at least some of the plurality of calls for the common section of the call flow by transferring calls to the single IVR unit port when each transferred call reaches the common section. The method synchronizes the calls conferenced together on the single port by inserting into the call flow on the single IVR unit port an on-hold treatment. The method starts the common section of the call flow when all calls have been transferred to the single IVR unit port. | 02-12-2009 |
20090045251 | RESTRICTING BANK CARD ACCESS BASED UPON USE AUTHORIZATION DATA - The present invention provides a system and method to detect credit card fraud. It allows the user, or the credit card company, to limit the use of a particular credit card according to authorized use data which is prespecified by the card holder, such as allowing authorized use within a geographical area or a set of ZIP codes. This way, the credit card owner, can limit the credit card's use according to the card holder, such as within a specified geographical area, a date frame, a time frame or even to within particular stores or with particular vendors. In addition, data from the credit card's magnetic stripe is conveyed and compared against the authorized use data. With respect to geographical information, the present use geographical data is provided either by the particular point-of-sale terminal or from a GPS system. | 02-19-2009 |
20090049136 | Method of and System for Dynamically Managing a System of Servers - A method and system manage a plurality of servers coupled to a network. Each of the servers is identified by a server name. At least one of the servers is identified by an old server name. The method notifies at least some of the plurality of servers that at a specified time the old server name will be changed to a new server name. | 02-19-2009 |
20090080639 | CALL VOLUME BASED IVR CALL DURATION AND PORT ADJUSTMENT - A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one embodiment, the method comprises monitoring usage of one or more ports within an IVR system. A determination is made whether the usage of the ports exceeds a predetermined threshold for port usage. In response to determining port usage exceeds the predetermined threshold, the method adjusts one or more call flows within the IVR system to reduce call duration within the IVR system. | 03-26-2009 |
20090232127 | UPD-Based Soft Phone State Monitoring for CTI Applications - A supervisor computer directly communicates, via User Datagram Protocol (UDP) packets, with a call control application software in a soft phone. The UDP packets provide real-time information, from a desktop of the soft phone, describing call activity and usage status of the soft phone. The supervisor computer is able to remotely control usage of the soft phone according to information provided by the UDP packets. | 09-17-2009 |
20090232296 | Identifying Caller Preferences Based on Voice Print Analysis - A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient. | 09-17-2009 |
20090248418 | Speech Recognition and Statistics-Based Call Route Determination - A method of call route determination based upon a statistics-based business intelligence engine (BEI) queried by an IVR subsystem with caller parameters descriptive of the caller to determine a next best route for a received call, when the default or best route for the call exceeds a threshold time. A call is received at a contact center from a caller. Content and identity information of the caller is extracted from the received call. IVR determines a first estimated wait time associated with a default route of the received call. If the first estimated wait time is greater than a threshold time, and thus unacceptable, then the IVR queries a business intelligence engine (BIE) with caller parameters descriptive of the caller to determine a next best route of the received call, with the next best route having a second estimated wait time less than the first estimated wait time of the default route. The caller is then routed to the next best route. | 10-01-2009 |
20090276223 | REMOTE ADMINISTRATION METHOD AND SYSTEM - An administration method and system. The method includes receiving by a computing system, a telephone call from an administrator. The computing system presents an audible menu associated with a plurality of computers to the administrator. The computing system receives from the administrator, an audible selection for a computer from the audible menu. The computing system receives from the administrator, an audible verbal command for performing a maintenance operation on the computer. The computing system executes the maintenance operation on the computer. The computing system receives from the computer, confirmation data indicating that the maintenance operation has been completed. The computing system converts the confirmation data into an audible verbal message. The computing system transmits the second audible verbal message to the administrator. | 11-05-2009 |
20090306979 | Data processing system for autonomously building speech identification and tagging data - A method, system, and computer program product for autonomously transcribing and building tagging data of a conversation. A corpus processing agent monitors a conversation and utilizes a speech recognition agent to identify the spoken languages, speakers, and emotional patterns of speakers of the conversation. While monitoring the conversation, the corpus processing agent determines emotional patterns by monitoring voice modulation of the speakers and evaluating the context of the conversation. When the conversation is complete, the corpus processing agent determines synonyms and paraphrases of spoken words and phrases of the conversation taking into consideration any localized dialect of the speakers. Additionally, metadata of the conversation is created and stored in a link database, for comparison with other processed conversations. A corpus, a transcription of the conversation containing metadata links, is then created. The corpus processing agent also determines the frequency of spoken keywords and phrases and compiles a popularity index. | 12-10-2009 |
20090319541 | Efficient Identification of Entire Row Uniqueness in Relational Databases - A method, system, and computer program product for efficiently comparing multiple columns of a row of a relational database to an incoming record. A computer creates a cryptographic sum for columns of a row of the relational database. The cryptographic sum is stored as a hidden column in the relational database. Logic may compare the cryptographic sum with an incoming cryptographic sum of entries in an incoming record. Logic may then determine if the incoming cryptographic sums differ from the corresponding cryptographic sums of rows of data of the relational database. When the two cryptographic sums are identical, the data of the incoming record is disregarded as an identical record that already exists. An entry of the incoming record may be added to the target table or updated within an existing record of the relational database when the cryptographic sum and the incoming cryptographic sum of that entry differ. | 12-24-2009 |
20090323906 | SECURE VOICE TRANSACTION METHOD AND SYSTEM - A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user. | 12-31-2009 |
20100002850 | METHOD AND SYSTEM TO MANAGE MULTIPLE IVRS - A method includes storing a profile associated with a user of a telephone and, based upon the profile, presenting the user with an option to search, browse, subscribe to, or bookmark content provided by a plurality of IVR content providers. | 01-07-2010 |
20100048227 | SHORT MESSAGING SERVICE FOR EXTENDING CUSTOMER SERVICE DELIVER CHANNELS - A computer implemented method, a computer program product, and a data processing system use short messaging service for extending customer service deliver channels. A message utilizing a short messaging service protocol is received from a sender. Responsive to receiving the message utilizing the short messaging service protocol, the message is parsed into a voice extensible markup language document. A virtual service request is then created from the voice extensible markup language document. Responsive to creating the virtual service request from the voice extensible markup language document, a service is requested from a message recipient, facilitated by using the virtual service request. A non-textual response is then provided to the message sender. | 02-25-2010 |
20100054431 | OPTIMIZED METHOD TO SELECT AND RETRIEVE A CONTACT CENTER TRANSACTION FROM A SET OF TRANSACTIONS STORED IN A QUEUING MECHANISM - A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent. | 03-04-2010 |
20100086108 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system. | 04-08-2010 |
20100105426 | Embedded Biometrics in Telecommunication Devices for Feature Extraction and Context Identification - A method, a system and a computer program product for determining one or more characteristics of a caller, such as the mood, gender, age, and urgency of the caller, utilizing the biometric characteristics of the caller. One or more biometric characteristics are detected when a request to place an outgoing call to one or more destinations is received at a first telecommunication device. When the request to place an outgoing call is a verbal request, one or more biometric voice samples are obtained. The biometric voice samples comprise the biometric characteristics of the caller. The biometric characteristics are extracted from the biometric voice samples, encoded into a datagram, and transmitted from the first telecommunication device to the outgoing call destination (i.e. a second telecommunication device). When the biometric characteristics are analyzed at the second telecommunication device, a display is generated depicting the mood, gender, age, urgency or other characteristics of the caller associated with the incoming call. | 04-29-2010 |
20120207287 | SECURE VOICE TRANSACTION METHOD AND SYSTEM - A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user. | 08-16-2012 |
20120219125 | Embedded Biometrics in Telecommunication Devices for Feature Extraction and Context Identification - A method, a system and a computer program product for determining one or more characteristics of a caller, utilizing the biometric characteristics of the caller. One or more biometric characteristics are detected when a request to place an outgoing call to one or more destinations is received at a first telecommunication device. When the request to place an outgoing call is a verbal request, one or more biometric voice samples are obtained. The biometric voice samples comprise the biometric characteristics of the caller. The biometric characteristics are extracted from the biometric voice samples, encoded into a datagram, and transmitted from the first telecommunication device to the outgoing call destination (i.e. a second telecommunication device). When the biometric characteristics are analyzed at the second telecommunication device, a display is generated depicting the mood, gender, age, urgency or other characteristics of the caller associated with the incoming call. | 08-30-2012 |
20120288068 | Identifying Caller Preferences Based On Voice Print Analysis - A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient. | 11-15-2012 |
20120314847 | OPTIMIZED METHOD TO SELECT AND RETRIEVE A CONTACT CENTER TRANSACTION FROM A SET OF TRANSACTIONS STORED IN A QUEUING MECHANISM - A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent. | 12-13-2012 |
20130044606 | UPD-BASED SOFT PHONE STATE MONITORING FOR CTI APPLICATIONS - A supervisor computer directly communicates, via User Datagram Protocol (UDP) packets, with a call control application software in a soft phone. The UDP packets provide real-time information, from a desktop of the soft phone, describing call activity and usage status of the soft phone. The supervisor computer is able to remotely control usage of the soft phone according to information provided by the UDP packets. | 02-21-2013 |
20130262112 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system. | 10-03-2013 |
20140119520 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system. | 05-01-2014 |
20140286481 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system. | 09-25-2014 |