Siemens Information & Communication Networks, Inc.

Other

Siemens Aktiengesellschaft

Siemens Information

Communication Networks, Inc.

Michael Sassin

Neal J King

Eli Jacobi

Matthew T Dean

Shmuel Shaffer

Markku Korpi

Uwe Wrede

Naser Sheikhzadegan

Chellury R Sastry

Christoph A Aktas

Arturo A Pizano

Jürgen Brieskorn

Richard W Crouch

Wilhelm Mueller

Joseph Budziak

Robert W Stephens

Darrin P Lewis

Robert Joseph Levay

Jackson Hsi Yung Chow

Leon Xu

Henry Shih Chuan Wu

The communications system has a communications terminal that transmits status data to a remote computer. The remote computer processes a program that generates an instruction sequence on the basis of the status data. The instruction sequence is processed by a central controller of the communications terminal as a program section.

Communications system for the control of a communications terminal by a remote computer

A web-based call center and a method for its operation include multiple agent and customer terminals connected to a web server. The agent terminals and the customer terminals include a web browser for accessing web documents from the web server and annotation plug-in software for recording and replaying static and dynamic annotations on web documents. An HTML document registration tool formats web documents prior to storage on the web server, so that the web documents are formatted for annotation. An annotation server includes a database for storing annotated documents received from agent and customer terminals. Indexing software associated with the annotation server extracts key information from annotations received from customer terminals as part of callback requests. The extracted key information is indicative of a skills set which is required by an agent in order to handle the callback request. An ACD server utilizes the key information to route callback requests to qualified call center agents. A customer terminal can transmit an information request in the form of a telephone call, a fax transmission, an e-mail, or a callback request which includes an annotated web document. An agent terminal can respond to the information request by telephone, fax, e-mail, or by returning an annotated web document. Alternatively, the customer and agent terminals can initiate a dynamic annotation data sharing session.

Web-based call center system with web document annotation

A system and method for supporting an interactive decision tree with placeholder capability include an interactive decision tree-based expert unit with an input enabled to receive user data that includes a user identification and with an output enabled to transmit system data. A memory is connected to the expert unit for storing the system data. Optionally, the user memory stores the identification and an associated decision tree node identifier representing a node in the decision tree visited by a user prior to termination of a communications link between the expert unit and the user. A device is provided for accessing the decision tree node identifier from the memory utilizing the associated user identification, so that a connecting device can automatically connect the user to a node within the decision tree based solely upon the user identification. Alternatively, the decision tree node identifier is transmitted to the user. Upon reconnecting to the expert unit, the user transmits the node identifier to the expert unit to reconnect to the decision tree at the node represented by the node identifier.

Method and system for supporting a decision tree with placeholder capability

A user interface is organized using different personae. When in a master persona mode, a user is provided access to a full list of contacts and to a full set of data files. When in a first alternate persona mode, user access is provided to only a first subset of the full list of contacts and to only a first subset of the full set of data files.

Organizing a user interface using different personae

An automatic call distribution system utilizes a number of H.323 compatible devices. An automatic call distribution (ACD) server ( ) interfaces with a computer telephony interface gateway ( ) to route calls to agents or to a music/video server ( ). Calls are received by a gateway and supplied to a gatekeeper that determines an IP address of the destination. The ACD server selects the destination in response to the number of agents available. In addition, customer calls can be received via e-mail, facsimile or the Internet. The call distribution system can instruct an agent to return an e-mail or facsimile message or to call a customer if desired. Calls from one H.323 device can be routed to another H.323 device by a third party application by sending a call control message to the device's application program interface that executes the message as if it were generated at the device itself.

Multimedia automatic call distribution system

The present invention relates to a call forwarding system for forwarding telephone calls to a target telephone not having a direct dial number. The call forwarding system includes an intelligent forwarding unit for storing a forwarding direct dial number and the extension number for accessing the target telephone and for connecting the received forwarded call to the target telephone, a voice response unit including a DTMF decoder for receiving the forwarded telephone call and for decoding the extension number of the target telephone. A call connecting unit directly connects the in-coming telephone call to the target telephone.

Method for forwarding a call to a telephone behind a key telephone system

A web browser ( ) downloads a JAVA applet ( ) from a web server ( ) that maintains an IP connection between a customer's browser program and a push server. A sales or service representative interacts with a terminal ( ) to view web pages on the web server. When the representative desires the customer to receive a desired web page, the representative selects a &ldquo;follow me&rdquo; control on the terminal. The follow me control directs the push server to transmit an address of a web page to the applet. The applet in turn forwards the address to the web browser program to download a new web page. The present invention is used to transmit information to a web browser program that may be connected to other web sites.

Method of implementing push techniques in conventional web browsers

A system and method for providing directory information with a call completion feature includes a data network server located on a data network for establishing a connection between a first communication device and a second communication device. The network server is configured to transmit a search command signal in response to a search command request and to transmit an establish-connection command signal in response to an establish-connection request, the establish-connection command signal being necessary to establish the connection between the first and second communication devices. A database is connected to the network server and is configured to transmit a first telephone number to the server in response to the search command signal. In a preferred embodiment, the establish-connection command signal is transmitted to a computer connected to the server, causing the computer to dial the first telephone number, thereby establishing the connection between the first and second communication devices. In another preferred embodiment, the establish-connection command signal is transmitted from the server to a telephone switch, causing the telephone switch to establish the connection between the first and second communication devices. In alternative embodiments, the system may be implemented over an internet protocol (IP) telephony connection or via any known network.

Telephone directory information system with call placement capability

A mobile station for transmitting a mobile radio signal to a base station has a memory device in which a number of available applications are stored which can relate to different &ldquo;carriers,&rdquo; i.e., mobile radio network systems or service providers within a single mobile radio network. A selection device of the mobile station calculates expected charges for a desired connection for each of these applications which are being considered for the transmission connection. Based upon the calculations, the most cost-efficient application for the desired transmission is selected. The actual transmission of the communication data for the base station is then carried out on the basis of this application.

Mobile station having a cost-efficient call management method and system

A system for automatically storing a message comprises a first telecommunication device for transmitting and/or receiving an audio message to a second telecommunication device. Both devices are coupled through a first network for transmitting and receiving telephone calls. A first data processing system with a speaker dependent data base and a second data processing system are provided, both are coupled through a second network for data communication. The first data processing system is coupled with the first telecommunication device and the second data processing system is coupled with the second telecommunication device. At least the first data processing system has a speech recognition system, the second telecommunication device has a control unit which generates a signal after receiving the audio message from said first telecommunication device and has a compare unit. Upon generating the signal the second data processing system converts the audio message into digital data and the compare unit compares the size of the digital data with the size of the data base, whichever is smaller is sent to the other data processing system, which converts the digital data into a text file.

Speech and text messaging system with distributed speech recognition and

A routing method for an information distribution system, such as an automatic communications distribution system, allows substantial content freedom in the formulation of a message to the system. The messages are converted to a computer-searchable format and are subjected to content analysis to identify skills advantageous to responding to the messages. In one application, the incoming message is a facsimile transmission that is converted to computer-generated text information using an optical character recognition module. The freeform incoming message may also be a voice mail message converted using speech recognition techniques, or may be a video transmission, electronic mail or a Webpage referral. In an application of the method and system that includes a response from an agent of the system, resume data indicative of proficiencies of the agents with respect to skills advantageous to processing the communications are correlated with the identified desired skills for a particular incoming communication. Based upon the correlation, the incoming communication is routed to the appropriate agent.

Apparatus and methods for responding to multimedia communications based

A calendar system within a telephone system includes an interface for obtaining information from a calling party, calendar data which includes a calendar for a called party, and an agent. The agent, in response to a request to schedule a telephone call with the called party, searches the calendar of the called party to determine an available slot for the telephone call. After confirming that the available slot for the telephone call is acceptable to the calling party, the agent schedules the telephone call in the available slot of the calendar for the called party.

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San Jose, CA, United States of America

Michael Sassin