54results about "Application programming interface details" patented technology

Disclosed are systems, methods, and media capable of generating and implementing emergency flows. The emergency flow is highly customizable and can connect with various stakeholders (user, emergency contacts, corporate representatives, emergency service provider personnel, etc.). The systems, methods, and media can be triggered in various ways including user input (e.g. voice command) or by sensors (e.g. by using sound detection capabilities).

An examples of active call filtering, screening and dispatching is described, including receiving data representing a call from a first communication endpoint; presenting at a second communication endpoint, prior to connecting to the call, a subset of prompts that specify dispatching actions for the call, at least one of the dispatching actions including transmitting a response via a communications network, detecting selection of a prompt that specifies a dispatching action for the call, and transmitting an instruction from the second communication endpoint to a call messaging system to perform the dispatching action. In some embodiments, a determination is made as to whether a bypass condition exists, the bypass condition specifying that one or more customized screening rules are to be bypassed. If the bypass condition exists, then a call messaging system can bypass the use of a subset of prompts.

Disclosed are systems, methods, and media capable of generating and implementing emergency flows. The emergency flow is highly customizable and can connect with various stakeholders (user, emergency contacts, corporate representatives, emergency service provider personnel, etc.). The systems, methods, and media can be triggered in various ways including user input (e.g. voice command) or by sensors (e.g. by using sound detection capabilities).

System and method of automating client development for an application programming interface (API). An embodiment includes an apparatus capable of receiving information regarding a target application resource accessible by an API, and of generating a selected sequence of API calls based on weighted transitions in an API model representing resources needed for a client to perform interactions with the API. The apparatus is able to automatically generate a client program for interacting with the API according to a sequence of API calls. Additionally, methods are described for converting a model of an API into a directed, weighted graph, allowing determination of a selected sequence of API calls to access a target application resource. The API may be a Representational State Transfer API (REST API) implemented for a software defined network (SDN).

An examples of active call filtering, screening and dispatching is described, including receiving data representing a call from a first communication endpoint; presenting at a second communication endpoint, prior to connecting to the call, a subset of prompts that specify dispatching actions for the call, at least one of the dispatching actions including transmitting a response via a communications network, detecting selection of a prompt that specifies a dispatching action for the call, and transmitting an instruction from the second communication endpoint to a call messaging system to perform the dispatching action. In some embodiments, a determination is made as to whether a bypass condition exists, the bypass condition specifying that one or more customized screening rules are to be bypassed. If the bypass condition exists, then a call messaging system can bypass the use of a subset of prompts.

A computer telephony interface (CTI) applications computer interfaces to a Internet telephony system which utilizes, preferably, the session initiation protocol (SIP). In one preferred technique, an additional pass through server is added to connect end users to their associated SIP proxy server, and to connect a CTI applications computer to the system.

A computer telephony interface (CTI) applications computer interfaces to a Internet telephony system which utilizes, preferably, the session initiation protocol (SIP). In one preferred technique, an additional pass through server is added to connect end users to their associated SIP proxy server, and to connect a CTI applications computer to the system.

A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (“CRM”) data, data collected from interactive voice response (“IVR”) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.

Systems and methods for providing integrated computerized personal assistant services in telephony communications are provided herein. In some embodiments, the system may include a call processing system configured to transmit voice-based data generated during a telecommunication session between multiple participants, and a computerized virtual assistant system configured to analyze the voice-based data received to identify the presence of actionable commands, determine at least one service provider associated with the identified actionable command, generate and transmit at least one request for performance of the actionable command to the at least one service provider, receive, from each of the at least one service providers, a response to the at least one request for performance of the actionable command, and transmit, to the call processing system, a notification based on the responses received from the at least one service provider.

In a preferred embodiment, the method of caching media used in a telephony application includes: receiving a media request; sending the media request to a media layer using HTTP; the a media layer performing the steps of checking in a cache for the media resource; processing the media request within a media processing server; and storing the processed media in the cache as a telephony compatible resource specified by a persistent address. The system of the preferred embodiment includes a call router and a media layer composed of a cache and media processing server.

The invention discloses a background service progress unit, a seat system and a calling control method thereof. The background service progress unit comprises a protocol stack module, a state machine module and a service access interface module. The seat system comprises a browser and the background service progress unit. The method comprises the following steps: sending an operation request of a customer representative to the background service progress unit by the browser through an operation page; judging whether the requested operation can be executed currently or not by the background service progress unit, if so, sending the operation request to a CTI server; transmitting the received operation request to an automatic calling distributor to execute the operation by the CTI server, and after the operation is executed, transmitting a notification message of finishing the operation to the background service progress unit; and switching seat states by the background service progress unit according to the notification message of finishing the operation. The invention ensures that the customer representative can log in the CTI server and treat callings through an ordinary computer host.

A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (“CRM”) data, data collected from interactive voice response (“IVR”) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.

A method and system is provided for using H.248 to provide control and monitoring functionality for a computer supported telecommunication applications (CSTA) switching domain. The system includes a media gateway controller. The media gateway controller includes a translator to translate commands from one protocol to another to allow the commands to be communicated between a CSTA server and a media gateway. When a CSTA command is received by the media gateway controller, the media gateway controller translates the command into a protocol understood by a media gateway, such as a H.248 protocol. The translated command may then be processed and H.248 commands may then be transmitted to the media gateway. When a message is received from the media gateway, the media gateway controller translates the message into the CSTA protocol. CSTA messages may then be transmitted to the CSTA server.

A system and method for translating a coding language for graphical scripts used by a communication routing system into a preferred language. The original script files are received, and translation and validation rules are applied to produce translated script files. The coding language may be translated into an intermediate language which may be translated into the preferred language. A cross-reference and nodes resource is queried to gather associated contextual information for understanding and analyzing the translated script files. The translated script files and the associated contextual information are stored in a database. Thereafter, in response to a query from a user, the database is searched for information of interest from the translated script files, and the information is reported. In one possible application, the technology facilitates performing a path analysis of an individual call flow in which all possible outcomes of a communication are determined from initiation to completion.

A voice markup language for a service for a telecommunication service platform, the telecommunication service platform having a communication layer and a session layer, the language comprising an application transfer tag, the application transfer tag comprising an identifier corresponding to a further service provided on the telecommunication service platform, wherein the application transfer tag causes the session layer to cause a call connected to the service to be processed by the further service.

A software application enables a mobile device to make and receive voice calls, video calls, and text messages over a data network using VoIP. The application may run in the background and intercept outgoing and incoming calls. When the outgoing or incoming call is to / from another user of the application, the application may launch an appropriate screen and make / receive the call or text via Voice-over-Internet Protocol (VoIP). Otherwise, the call or text functionality may be performed by native functionality of the mobile device via a GSM network.

A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (“CRM”) data, data collected from interactive voice response (“IVR”) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.

The invention discloses a background service process unit, a position system and a method for call control thereof. The method includes: a browser sending an operation request according to a customer representative to a background service process unit through an operation page; the background service process unit judging whether the operation can be performed currently, if yes, sending the operation request to a CTI server; the CTI server forwarding the received operation request to an automatic call distributor for performing, and forwarding an operation completion notification message, after the operation request is performed completely, to the background service process unit; the background service process unit making a switching to a position state according to the operation completion notification message.

A telecommunication system is configurable so that there can be flexible control of a switching command issued by an application to a platform where the switching command is executable in (a) a first execution mode in which the switching command is executed simultaneous with switching and verified or (b) a second execution mode in which the switching command is executed immediately and without verification. The application can be run to cause the switching command to be sent to the platform and the platform can execute the switching command received from the application. At least one of testing on a case-by-case basis and deciding which execution mode should be utilized for execution of the switching command can also occur before the sending of the switching command and / or before the executing of the switching command

Methods and systems for detecting an answering machine / voicemail system using a machine learning model are provided herein. In some embodiments, a method for detecting an answering machine / voicemail system using a machine learning model comprises receiving an audio stream from a telecommunication session; parsing the audio stream into a plurality of audio files; converting each of the plurality of audio files into an image; inputting each of the converted images into the machine learning model; receiving a prediction from the machine learning model; sending an indication that an answering machine / voicemail system is detected when the received prediction is a beep.

The embodiments of the invention provide call capacity exposure methods and devices. According to the methods, call capability in an operator core network is exposed to an API user in an API form through utilization of a capability exposure platform and a speech exposure AS, so the API user can call the call capability conveniently, and a third party application also can call the call capability in an operator to transmit speech data to the user. The called call capability is the call capability in the operator. Compared with an existing VoIP mode, speech quality is relatively stable, and end-to-end service guarantee can be provided for the user well.

Resources associated with a communication system switch are monitored by storing information defining one or more resource groups. Each of the resource groups includes multiple identifiers, with each of the identifiers specifying at least one resource to be monitored. A client external to the switch is permitted to select at least one of the resource groups for monitoring. In response to selection of one of the groups by the client, monitoring of the corresponding resources is established on behalf of the client. The resource monitoring may be established, controlled and maintained by a telephony server coupled between the client and the switch. Such a telephony server can preserve monitoring for a resource group, independent of the requests of clients, in order to reduce the amount of execution time needed to set up and tear down monitors for client applications. This is particularly advantageous in call centers or in other client applications that involve monitoring large numbers of switch resources.

A caller verification server receives a verification request message from a calling party via a data network. The verification request is associated with a communication from the calling party to a called device placed via a telephone network. The telephone network is logically separate from the data network. Thus, the verification request message travelling over the data network is said to be “out-of-band” relative to the telephone network. Responsive to receipt of the verification request message, the caller verification server generates a verification message indicating that the associated communication is verified as being from the calling party. The caller verification server sends the verification message to the called device via the data network.

The present invention is to provide a computer system, a method for providing an API, and a program that easily select an appropriate API. The computer system acquires sensor data from an edge device 100, selects an appropriate API for a calculation device 300 according to the acquired sensor data, uses the selected API for a calculation device 300 and controls the calculation device 300 to calculate, and provides the calculation result. The computer system selects an appropriate API for a calculation device 300 according to the acquired sensor data based on at least one of the fee for using, the processing speed, the user evaluation, the security, and the number of API users. Furthermore, the computer system previously receives the standard based on which an appropriate API for a calculation device 300 is selected from the user and selects an appropriate API for a calculation device 300 based on the standard. Furthermore, the computer system recommends the selected appropriate API for a calculation device 300 to a user before the calculation control unit controls the calculation device 300 to calculate.

A name file service is described that optimizes speech recognition in the cloud environment. The name file service monitors changes of users associated with tenant accounts and automatically updates a name file (or dictionary of names) for generating a grammar file used by speech recognition services. The described service may be used by auto-attendant applications as one example.