International Business Machines Corporation

Nuance Communications, Inc.

Ebay, Incorporated

Paypal, Inc.

Scott Lee Winters

Michael Wayne Brown

Michael A Paolini

Joseph Herbert McIntyre

James Mark Weaver

Victor S Moore

Thomas Edward Creamer

Peeyush Jaiswal

Paul Stuart Williamson

Glen R Walters

Jerry Walter Malcolm

Akram Bou-Ghannam

Folu Okunseinde

David R Cheng

Wing-Ying Stephanie Leung

Seema Sheth-Voss

John G Tyler

Michael A Gilfix

Tyron Jerrod Stading

Foluso Olaiya Okunseinde

William W Lawton

Michael J Koval

John William Barrs

Bhyrav M Mutnury

Wendi L Nusbickel

Neil A Katz

David Jaramillo

Joseph Celi, Jr

Moises Cases

Cornell G Wright, Jr

Candice Leontine Coletrane

Khoa D Huynh

Theodore C Waldron, Iii

Paul P Giangarra

Chris A Dinallo

Gary G Allran

Nicholas James Noecker, Jr

William K Bittner

George A McClain

Martin J Paulat, Jr

Thomes E Creamer

Kenneth Walter Christopher, Jr

Richard Dale Wahl

Mary M Snow

Ann M Funai

A method, system, and program for billing for service provided to destination device according to the calling plan of the individual receiving the call. An authenticated identity for a callee answering a call placed to a destination device is received at an intermediary device. The intermediary device then accesses a billing plan for the authenticated identity of the callee and loads the billing plan for specifying charges for the call, such that telephone service billed to the callee is accessible at multiple destination devices.

Destination device billing according to call recipient

A system for facilitating examination of conditions across physical machines using augmented reality generates an overlay of information about application structure across physical systems, such as physical systems located within a data center. Additionally, the system for facilitating examination of application structure across physical machines using augmented reality overlays this information about application structure using imaging captured through a camera, such as a camera associated with a tablet type or smart phone type computing device.

Real time examination of conditions of physical machines using augmented reality in smarter data center

A method, system, and program for intermediary device initiated caller identification are provided. A trusted telephone network detects a call initiation connection from an origin device. The trusted telephone network then brokers a connection between the origin device and an external server enabled to perform a caller identity authentication service. A voice utterance for a caller is received at the external server from the origin device. The server authenticates a caller identity associated with the voice utterance and transfer the authenticated caller identity to the trusted telephone network. The trusted telephone network then specifies services available for the call according to a caller profile for the authenticated caller identity.

Intermediary device initiated caller identification

Producing, by a digital media production hub from users' digital expressions of preferences, information describing a user community's preference for replacing the modifiable part of the digital media product with a replacement part; receiving, in the digital media production hub from a media product owner, the digital media product and a digital grant of rights to modify and distribute the digital media product; receiving, by the digital media production hub from a media parts provider, at least one replacement part, a digital grant of rights to use the replacement part to modify the digital media product, and a digital grant of rights to distribute the replacement part with the digital media product; and replacing, by the digital media production hub in accordance with the information describing the user community preference and the digital grants of rights, the modifiable part with the replacement part.

Modifying a digital media product

A computer system detects a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller. The computer system accesses a caller profile according to the identity of the caller, wherein the caller profile comprises at least one previously earned advancement token. The computer system offers the caller an option of redeeming the previously earned advancement token for adjustment of a position of the caller in the hold queue.

Controlling hold queue position adjustment

A method, system and apparatus for processing a call in a call center using information stored in the LIDB. A call center which has been configured in accordance with a preferred aspect of the present invention can include at least one phone handset coupled to a gateway to a PSTN. An enterprise application can be associated with the handset and a data terminal coupled to the enterprise application. A view to the enterprise application further can be disposed in proximity to the handset. A database of caller information can be coupled to the enterprise application. Each record in the database can have a configuration for location based upon a searching key.

Operating a call center based upon line information database (LIDB) data

A question of a first caller from among multiple callers waiting in a hold queue of a call center is published. Responsive to a second caller from among multiple callers indicating a readiness to answer to the question, the first caller is connected with the second caller. Responsive to the second caller answering the question, the second caller is awarded an advancement token for storage in association with an authenticated identifier for the second caller in a caller profile for redemption by the second caller for a value selected by the second caller.

A voice browser configured to process voice markup language documents can include a voice processing application and an integrated communications interface for interacting with a voice processing system. The voice browser can be configured to load the voice processing application independently of a received telephone call. The integrated communications interface can include at least one of an integrated transaction capabilities application part component for receiving a transaction capabilities application part query and an integrated ISUP component for receiving a telephony control signal.

Voice browser with integrated TCAP and ISUP interfaces

In accordance with an improved call routing methodology, a call is routed within a communication network by reference to one or more databases. In response to receiving a local number portability request at a service control point (SCP), the SCP accesses one or more databases to determine whether or not to apply custom call routing to a call directed to a called telecommunications number. In response to determining to apply custom call routing to the call, the SCP performs at least a second access to the one or more databases to obtain a local routing number (LRN) associated within the one or more databases with a calling telecommunications number associated with the call. The SCP thereafter provides the LRN to a service switch point in the communication network so that the call is routed to a called station associated with the called telecommunications number.

Dialed number service routing in a telephone network by reference to a database

The present invention can include a method of call processing using a distributed voice browser including allocating a plurality of service processors configured to interpret parsed voice markup language data and allocating a plurality of voice markup language parsers configured to retrieve and parse voice markup language data representing a telephony service. The plurality of service processors and the plurality of markup language parsers can be registered with one or more session managers. Accordingly, components of received telephony service requests can be distributed to the voice markup language parsers and the parsed voice markup language data can be distributed to the service processors.

Distributed voice browser

A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.

A method, system, and program for logging calls according to call context are provided. A context for a call is detected, where the context include information such as the parties to a call, whether a backup party is accessed, where the call is on behalf of another, the locations of the parties to the call, the subject matter of the call, tariffs applied during the call, billing for telephone services accessed during the call, and orders placed during the call. At least one context based logging request valid for the context for the call is accessed from among multiple context based logging requests stored for multiple parties. Parties requesting logging may include parties to the call, on behalf of parties, third parties, and guardians. The context is logged according to the context based logging request.

Logging calls according to call context

Growing community of inventors

Austin, TX, United States of America

Scott Lee Winters