Other

Genesys Telecommunications Laboratories, Inc.

Angel Co., Ltd.

Vadim Snitkovsky

Ahmed Tewfik Bouzid

Prakash Bhagwan Durgani

Lei Huang

Charles Qichi Lu

Rong Ma

Alberto Fernandez

Michael Jerry Saylor

David James Rennyson

Rajesh Ramchander

Briam Rodriguez

Michael Ahnemann

Brandon Alan Phillips

Paresh Popli

Ashwini Swaroop Reddy Dulam

Prasanna Sajeewa Naleen Perera

A request to establish a voice communications session between a user of a telephonic device and an interactive voice response (IVR) system of a call handling system is received by a dynamic call control engine. A resource requirement for the voice communications session is determined. Resource usage data for multiple call handling systems is accessed by the dynamic call control engine. A particular call handling system from among the multiple call handling systems is selected based on the resource usage data and the resource requirement. A connection to be set up between the telephonic device and the particular call handling system to allow the user of the telephonic device to participate in the voice communications session with an IVR system of the particular call handling system is enabled.

Dynamic call control

A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

Answering machine detection

A graphical user interface (GUI) on a display of an electronic device visually presents to a user a group of voice bundles that are available for use on the electronic device. Each voice bundle includes a software application for performing a call flow that includes a sequence of prompt instructions and grammar instructions executable to result in a simulated multi-step spoken interaction between the electronic device and the user. An input is received from the user entered through the GUI indicating a selection of a voice bundle from the group of voice bundles. In response to the input, a remote server is identified that stores the selected voice bundle. Network communications is established between the electronic device and the remote server. The selected voice bundle is located on the remote server. A copy of the selected voice bundle is downloaded from the remote server onto the electronic device.

Conversation assistant

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Rockville, MD, United States of America

Vadim Snitkovsky