Avaya Inc.

Ciaran Gannon

Peter Donald Runcie

Alexander Forbes

Ralph Warta

Marc Coughlan

Marc William Joseph Coughlan

Alexander Martin Scholte

Paul Roller Michaelis

Muneyb Minhazuddin

Karen Barrett

Siobhan Buckley

Gordon Richards Brunson

Rod D Livingood

Alex Forbes

The present invention provides a feature for phones and other communication devices. More particularly, the feature allows a user to customize the notification for an incoming call or contact. The customization may be based on the user's recent communication history with the user currently calling. This allows the user receiving the call to determine its possible importance prior to answering the call or even identifying the caller.

Customizable notification based on recent communication history

Mobile telephone user route mapping services and coverage area warning services and systems for providing such services are provided. Origination location and destination location information is entered, and a route between the locations along which wireless telephone system coverage is available is returned. If the returned route is less preferable than another possible route along which there are areas of poor coverage or no coverage, the provider of the wireless telephone system is informed, and this information can be used to identify areas in which improved coverage would most benefit mobile telephone users. A warning may also be provided to inform the parties to a call that a participant using a mobile telephone is about to enter an area of poor coverage or of no coverage. The described services may be offered in return for a fee paid to the service provider.

Selection of wireless network travel paths

The present invention provides methods, devices, and systems for notifying a caller that they are leaving a low quality voice mail. The user can be notified that they are leaving such a voicemail before they are done leaving the message. This allows the user to try and leave another voicemail having a better quality, thereby making the voicemail more comprehensible.

Notify caller if low quality voicemail is being recorded

A method and apparatus perform call control by obtaining initial biometric information of ears of a user of a handheld audio device; detecting a change in the biometric information of the ears of the user; determining a position and motion of the handheld audio device by analyzing the detected change in biometric information; and performing call control based on the determined position and motion. Further, the method and apparatus perform a first call control operation in response to the determined motion and position if the handheld audio device is communicating with a first endpoint and a second call control operation if communicating with a second endpoint. In addition, the method and apparatus change an internal call control operation of a handheld audio device by determining motion and a position of the handheld audio device. Also, the method and apparatus control internal operations of an endpoint by determining motion and position of the handheld audio device without terminating communication with the handheld audio device wherein the endpoint is one of a voice messaging system, conferencing system, or telephone operator.

Method and apparatus for call control using motion and position information

A method and apparatus trains agents in a call center by directing a plurality of telecommunication calls to an agent by a controller wherein a percentage of the telecommunication calls are unskilled telecommunication calls that the agent is unskilled at processing; calculating by the controller average success of the agent in handling all of the unskilled telecommunication calls; calculating by the controller average stress of the agent in handling all of the unskilled telecommunication calls; increasing the percentage of unskilled telecommunication calls by the controller upon average success being greater than a predefined level of success and the average stress being less than a predefined level of stress; and stopping after the percentage equals a predefined percentage.

Method and apparatus for managing training of call center agents

A method and apparatus configure a handheld audio device to communicate audio information by identifying an ear being used with the handheld audio device and by configuring the handheld audio device in response to the ear identification to communicate audio information to the ear. The identification may use sonic or visual techniques to identify the ear.

Method and apparatus for configuring a handheld audio device using ear biometrics

Once a voicemail is received, it is the onus of the recipient of the voicemail message to call the caller back when a 'missed call' message is received on the phone or after the voicemail message is retrieved. While some of the more advanced voicemail systems provide the capability of automatically placing a call from the callee back to the caller upon completion of the callee listening to the voicemail message, an exemplary embodiment of the present invention allows the caller to be connected to the callee should the callee become available while the caller is leaving a voicemail message for the callee.

Caller initiated undivert from voicemail

A determination regarding the appropriateness of sending a message can be based on one or more factors. For example, the determination can be an analysis of a message to determine the likelihood that the sender has the target physical condition and/or a likely degree or severity of the target physical condition. The analysis determines, with reference to a baseline of the user, one or more of a number of errors (spelling and/or grammar) in the message, a response time, a non-fluency level associated with the message, a spell check of the message and recipient information associated with the message. Based on this analysis, the message can be managed in accordance with one or more of sending the message after a delay, returning the message to a sender for approval, managing the message based on a profile and holding the message for management at a later time.

Cooling off period prior to sending dependent on user's state

A controller ensures that ring-tones of a relatively-small pool of distinct ring-tones are individually assigned to telephones of a group of telephones in such a way as to maximize the physical separation of telephones with the same or similar ring-tones. One telephone after another generates an audio signal, such as a chirp or a ring-tone, while the other telephones listen for the audio signal and report results of their listening to the controller. The controller uses the results to assign ring-tones to the telephones. A graph-coloring algorithm may be used to make the assignments.

Automatic provisioning of distinct ring-tones for co-located telephones

In one embodiment, the present invention is directed to a system for providing user access to a public network that includes (a) a service modification agentoperable to (i) determine that public network resources are available for use; (ii) determine that a first class of users will be offered an upgrade in a Quality of Service (QoS) of communications over the public network; and (iii) determine that a first user in the first class of users may intend to use the public network resources and a service reporting agentoperable to provide the user with the higher QoS when the first user accesses the public network.

Dynamic feedback from an internet service provider about network occupancy/availability

In one embodiment, the present invention is directed to reconfiguration of a communication device or other network node based on a determination that a user has a target (altered) physical condition.

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Killara, Australia

Ciaran Gannon