Intervoice Limited Partnership

Intervoice, Inc.

Michael J Polcyn

Ellis K Cave

David H Tannenbaum

Myra Hambleton

Eric Weeren

Howard S Barnett

George A Elwell

Ronald David Lindner, Jr

Dwain H Hammond

A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN user's schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

One number LAN based calendar

Method and system for integration of voice mail and call processing systems with computer-based electronic calendar applications

A system and method of directing calls is disclosed for a telephone network having remote locations. The remote locations receive incoming calls and attempt to route the calls using a basic call director. If the remote location cannot route the call, then data, such as a recorded spoken utterance, is provided to a central system. The central system then attempts to automatically determine how to route the call using the data from the remote location. If the central system is unable to automatically determine the routing information, then the data is provided to an operator who attempts to determine how to route the call. Finally, a caller can be connected directly to the operator, if the operator is not able to determine routing information from the provided data alone.

System and method for operating a highly distributed interactive voice response system

A system and method are disclosed which quantify one or more attributes of a finite number of resources for effective management of such resources. Quantifiable attributes possessed by a resource may include skills or functional capabilities possessed by the resources, as examples. A request for service by one or more of the resources is received, and at least one attribute desired by the request is quantified. Based at least in part on the quantified attributes of the resources and the quantified attributes desired by the request, at least one suitable resource for servicing the received request is determined. Most preferably, attributes of resources may be quantified along a scale, such as a scale of 0 to 100. For example, within a telephony call center, attributes possessed by agents, such as language skills or product knowledge may be quantified along such a scale. A request for service may be received, and the attributes of a resource desired by the request are quantified along such a scale. Suitable resources for servicing a request may be determined by evaluating the quantified attributes possessed by the resources and the quantified attributes desired by the request. Thus, 'N' number of resource attributes may be quantified and plotted within an N-dimensional space. Additionally, attributes desired by a received request may be quantified and plotted within such N-dimensional space. The distance between the plotted resource attributes and the plotted requests may be calculated to determine at least one suitable resource for servicing the request.

Resource management utilizing quantified resource attributes

A method and system for performing enhanced transcription is disclosed. In a preferred embodiment, a transcription application may automatically transcribe information provided in a message. For instance, the application may automatically convert audio (e.g., voice) data, and/or other data types provided within a message to textual form. Additionally, the transcription application may automatically populate data entry fields with corresponding data from a message. Moreover, the transcription application may indicate a level of confidence for the data automatically transcribed. Furthermore, in a preferred embodiment, the transcription application may monitor the transcriber's activity and automatically adjust the presentation of data to be transcribed according to such activity. For example, the transcription application may monitor the transcriber's focus, e.g., by determining the location of the cursor, and the application may automatically adjust the presentation of data to correspond with such focus. As another example, the transcription application may monitor the typing activity of a transcriber during manual transcription and automatically adjust the presentation of the message data in accordance with such typing.

Method and system for enhanced transcription

A system and method to enable a wide user community to be universally networked in voice communication. Server/IVR receives voice communications from users employing a variety of device types, primarily computers and telephones. These voice communications may be in either asynchronous format, incoming from data grade networks such as the Internet or synchronous format, incoming from standard telephony networks such as SPN Server/IVR functionality seamlessly integrates these voice communications and provides point-to-point, conferenced or broadcast connections of multiple users regardless of user device or asynchronous/synchronous connection format. Server/IVR may also selectively call up automated speech resources (&ldquo;robots&rdquo;) to be placed in voice communication with users.

Interactive information transaction processing system on IP telephony platform

The inventive system provides a user with a plurality of function choices based upon the communication device of the user. The system includes a device specific variable state transition model that formats the system functions into the function choices based upon a device of the user. Thus, if the user has a personal computer or other device with a large screen, the functions are formatted into a single level so that all of the functions are displayed simultaneously. If the user has a TDD or PDA or other device with a small screen, the functions are formatted into two or more levels, depending upon the screen size, so that only a manageable portion of the functions are displayed simultaneously. If the system lacks a screen, then the functions are formatted into a plurality of levels, each level having only a small number of function choices. The system uses a data base having key words that describe each function, and permutation lists that have expanded lists of phrases that are synonymous with the key words. The system also may use a thesaurus or lexicon application to expand the recognition of key words. The system uses a dialogue engine to compare the commands (e.g., voice input) from the user with the key words and permutation lists to identify the requested function.

System and method for providing an adaptive dialog function choice model for various communication devices

A system and method to enable a wide user community to be universally networked in voice communication. Server/IVR,receives voice communications from users employing a variety of device types, primarily computers and telephones. These voice communications may be in either asynchronous format, incoming from data grade networks such as the Internet,, or synchronous format, incoming from standard telephony networks such as SPN,. Server/IVR,functionality seamlessly integrates these voice communications and provides point-to-point, conferenced or broadcast connections of multiple users regardless of user device or asynchronous/synchronous connection format. Server/IVR,may also selectively call up automated speech resources (&ldquo;robots&rdquo;) to be placed in voice communication with users.

Interactive information transaction processing system with universal telephony gateway capabilities

The disclosed invention provides a development environment for scripting a call flow across a variety of hardware devices. The development environment utilizes a single scripting language in conjunction with hardware specific compiler modules to generate code operable on the different hardware devices. Such use of a single scripting language to generate code for a complete call flow, regardless of the hardware devices it must ultimately utilize, provides for advantages in ease of development as well as ease and efficiency of use.

Multimedia scripting tool

There is disclosed a system and method in an automated telephone system for obtaining data from sources other than the caller's answer to menu queries and directing incoming calls directly to preferred applications instead of to an introductory menu. In one embodiment, a statistical engine measures individual customer usage and stores the results in a usage history database. An inference engine then prioritizes the available applications based on past usage. When an individual customer next calls, the server can either request account and PIN numbers or trap ANI/DNIS data from the public telephone system in order to identify the individual customer. Once the customer is identified, the server branches directly to that individual customer's preferred applications. The log-in history includes time and place of call-in so that an aberrant usage alarm may be triggered by the automated telephone system that alerts customers to any unusual accesses to their personal accounts.

Dynamically changeable menus based on externally available data

A system and method for providing data communication between an information system, such as a LAN, and a communication system, such as a PBX operating under control of an automatic call routing system, is disclosed. According to a preferred embodiment, data as to a particular LAN users schedule, as reflected in an electronic calendar application, is used to properly route calls via the automatic call routing system. Alternative embodiments providing for the scheduling of events in the electronic calendar as well as the dissemination of information through the communication system are also disclosed.

System and method for integration of communication systems with

A system and method for allowing use of an overflow resource on a temporary basis to supplement a standard resource that is engaged, and thus allows the system to satisfy a resource access request that would otherwise go unresponsed. The system monitors usage of the standard resource to determine if the standard resource is engaged when the request materializes, and then authorizes use of the overflow resource when the standard resource is engaged. The system then activates the overflow resource, whereby the overflow resource responds to the access request. The system then disables the overflow resource when the request is satisfied or when the standard resource becomes available. The system monitors the use of the overflow resource and when the use exceed a predetermined amount of allowed use, either allocates additional overflow resources or licenses the overflow resource, essentially converting the overflow resource to a standard resource.

System and method for overflow resource allocation

A computer server that stores a HTML document, receives a request via a global network from a user for the document and sends the document to the user. The computer server uses a state machine to examine the request to determine a current state status of the request and compares it to the required state status for accessing the document stored in a state transition model. If the current status fulfills the required status, then access to the document is granted. If the required status is not fulfilled, then the server sends an error message to the user denying access to the document. Thus, the server imposes a structured, hierarchical format onto a freeform hypertext links of HTML documents by restricting movement between the links to legal transitions.

Growing community of inventors

Allen, TX, United States of America

Michael J Polcyn