At&t Intellectual Property I, LP

Bellsouth Intellectual Property Corporation

At&t Bls Intellectual Property, Inc

At&t Delaware Intellectual Property Corporation, Inc.

Steven G Smith

Mitchell E Davis

Roland T Morton, Jr

Robert H Willis, Jr

Marvin R Hamrick

Ralph J Mills

Jeffery A Sylvester

Curt Kaloustian

Robert M Ingman

Charles E Reddick

Lawrence E Ertley

Gary Dennis

James R Miller

Roy Edward Glascoe, Jr

Jessie Bert Hunt, Jr

James R McCracken

R Eddie Glascoe, Jr

Jeffrey A Sylvester

Ralph J Mills (Deceased)

Gloria D Perkins

Danny E Lee

Dennis Ray Medlin

Timothy Andrew Cotter

Jeffery Lynn Hughes

Raul A Jerez

Gary P Schwaiger

Duane E Skipper

Mitch E Davis

A user is provided with access to a systems interface to back-end legacy systems using voice inputs. The user dials-in to the voice server using an access device. A voice recognition server performs voice authentication, speech recognition, and speech synthesis. The voice server authenticates the user based on a voice exemplar provided by the user. Using speech synthesis, the voice server provides a menu of operations from which the user can select. By speaking into the access device, the user selects an operation and provides any additional data needed for the operation. Using speech recognition, the voice server prepares a user request based on the spoken user input. The user request is forwarded to the systems interface to the legacy systems. The systems interface includes a protocol server for providing a protocol interface and a transaction server for receiving user requests and generating legacy transactions. The systems interface retrieves information from the legacy systems based on the user request and forwards this information to the voice server. The voice server formats the information and outputs the information to the access device as speech and/or text.

Voice recognition for performing authentication and completing transactions in a systems interface to legacy systems

Methods and apparatus are disclosed for a technician to access a systems interface to back-end legacy systems by voice input commands to a speech recognition module. Generally, a user logs a computer into a systems interface which permits access to back-end legacy systems. Preferably, the systems interface includes a first server with middleware for managing the protocol interface. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. After the computer is logged-on, a request for voice input is made. A speech recognition module is launched or otherwise activated. The user inputs voice commands that are processed to convert them to commands and text that can be recognized by the client software. The client software formats the requests and forwards them to the systems interface in order to retrieve the requested information.

Speech recognition interface for voice actuation of legacy systems

Method and apparatus for a user to access a systems interface to back-end legacy systems using voice inputs. Generally, a user such as a technician accesses a systems interface to legacy systems via a front-end voice server. The user dials-in to the voice server using a portable access device. Preferably, the portable access device is a cellular phone. Preferably, the voice recognition server performs voice authentication, speech recognition, and speech synthesis. The voice server authenticates the user based on a voice exemplar provided by the user. Using speech synthesis, the voice server provides a menu of operations from which the user can select. By speaking into the access device, the user selects an operation and provides any additional data needed for the operation. Using speech recognition, the voice server prepares a user request based on the spoken user input. The user request is forwarded to the systems interface to the legacy systems. Preferably, the systems interface includes a protocol server for providing a protocol interface and a transaction server for receiving user requests and generating legacy transactions based on the user requests. The systems interface retrieves information from the legacy systems based on the user request and forwards this information to the voice server. The voice server formats the information and outputs the information to the access device. Preferably, the outputted information may be synthesized speech and/or text presented on a display of the access device.

A method and system for a user to access back-end legacy systems via voice input. The user dials-in to a voice server using a portable access device. Using speech synthesis, the voice server provides a menu of operations from which the user can select. By speaking into the access device, the user selects an operation and provides any additional data needed for the operation. Using speech recognition, the voice server prepares a user request based on the spoken user input, that is forwarded to the systems interface, which may include a protocol server for providing a protocol interface and a transaction server for receiving user requests and generating legacy transactions based on the user requests. The systems interface retrieves information from the legacy systems based on the user request that is forwarded to the voice server, which formats and outputs the information to the access device.

In one embodiment of the present methods and systems, a computer-assisted method is provided for authenticating at least one service related communication with a technician in a telecommunications system. The method includes the steps of receiving at least one of a password and a user identification from an access device employed by the technician; combining a token with at least one of the password and the user identification data to form a combined authentication password; permitting access to the telecommunications system by the technician subject to an authentication of at least the combined authentication password. In another aspect, one embodiment of the present methods may include a service related communication that includes at least one wireless communication. Computer-readable media embodiments and system embodiments associated with the present methods are also provided.

Methods and systems for promoting authentication of technical service communications in a telecommunications system

Methods and systems are provided for communicating with a technician at a customer service location in a telecommunications system. One method embodiment includes generating an electronic message in an administration system; transmitting the generated electronic message from the administration system through a technician server operatively associated with the administration system; and, displaying the generated electronic message on a screen display adapted for viewing with an access device of the technician at the customer service location. One system embodiment includes an administration system configured for generating at least one electronic message; a technician server operatively associated with the administration system; and, a screen display adapted for receiving and displaying the generated electronic message for viewing on an access device of the technician at the customer service location. Computer-readable media embodiments of the present methods are also provided.

Methods and systems for communicating with service technicians in a telecommunications system

Methods and systems are provided for obtaining information related to a customer service location and directions for routing a service technician from one customer service location to another. One embodiment includes requesting at least one set of coordinates associated with the customer service location; accessing a technician server to direct a global satellite positioning system to obtain the set of coordinates for the customer service location; obtaining the coordinates and updating one or more databases with said coordinates. The coordinates may include at least one of a latitude and a longitude associated with the customer service location. Another embodiment includes obtaining through a technician server at least one set of 'from' coordinates associated with the first customer service location and at least one set of 'to' coordinates associated with the second customer location; transmitting the &#x201c;from&#x201d; and &#x201c;to&#x201d; coordinates to a mapping system; and, generating directions in the mapping system based on the &#x201c;to&#x201d; and &#x201c;from&#x201d; coordinates. At least one of the sets of coordinates includes latitude and longitude data. System and computer-readable media embodiments of these methods are also provided.

Methods and systems for determining a telecommunications service location using global satellite positioning

Methods and systems are disclosed for enhancing line records with Global Positioning System coordinates. Global Positioning System information is acquired and a line record is assembled for an address using the Global Positioning System information.

GPS for communications facility records

A system for automatically processing claims is disclosed. The system includes an application that runs on a computer. Technicians use the application to complete claims information. Claims information includes information related to damage to a company asset. The system can determine the nature and possible location of a malfunction and redirect technician resources appropriately. In another aspect, the system can receive information from multiple technicians and can determine if a single incident caused multiple technicians to be deployed and can produce a single bill that includes the costs associated with dispatching multiple technicians.

Technician communications system with automated claims processing

Methods and systems for routing travel between origin and destination service locations using global satellite positioning

Methods and systems are provided for processing data in association with an operation performed by a technician at a customer service location in a telecommunications system. In one embodiment, the method includes transmitting data related to at least one piece of existing telecommunications equipment being used in connection with the special service at the customer service location; communicating at least one alternative candidate for the existing telecommunications equipment through at least one graphical user interface to the technician at the customer service location; and, generating change data including at least one new candidate selected from a group of the alternative candidates for replacement of the existing telecommunications equipment at the customer service location. Computer-readable media embodiments of the present methods are also provided.

Methods and systems for performing special service maintenance and installation operations in a telecommunications system

Methods and systems are disclosed for enhancing line records with Global Positioning System coordinates. Global Positioning System information is acquired and associated with an address. A line record is assembled for the address using the Global Positioning System information.

A method and system provide a mobile workforce with instant messaging capability while maintaining contact with remote systems. The invention employs the use of a computer such as a laptop computer equipped with a wireless digital packet-switched modem.

Growing community of inventors

Roswell, GA, United States of America

Steven G Smith