2495results about "Supervisory/monitoring/testing arrangements" patented technology

A system, method, and computer program product for dynamically adapting selections in an automatic phone support system is described. The invention may integrate a dynamic knowledge base of responses with the menu selections on an automated phone system or other response system to present the most frequently used items earlier in the option list, or otherwise order options and information. Call data may be captured from single callers or historical ensembles of callers. An automatically generated similarity relationship may be used to initialize the system without historical call data, based on textual similarity or other techniques. Prioritization of options provides a more enjoyable, efficient experience for callers without increasing administrative overhead.

A Software Fault Management (SFM) system for managing software faults in a managed mobile telecommunications network. The SFM system includes an Intelligent Management Information Base (I-MIB) comprising a Management Information Base (MIB) and a Knowledge Base (KB) having a functional model of the managed network and a trouble report/known faults (TR/KF) case base. The SFM system also includes an intelligent multi-agent portion having a plurality of agents which process the software faults utilizing the functional model from the I-MIB, case-based information, and other management information. The I-MIB and the intelligent multi-agent portion are compliant with Telecomunications Management Network (TMN) principles and framework. Fault management is both proactive and reactive. The SFM system is made independent of technology-specific implementations by representing the underlying switch design knowledge in a modular and changeable form which is then interpreted by the intelligent multi-agent portion. A clear separation is maintained between the generic procedural inference mechanisms and agents, and the specific and explicit models of the different network elements of a mobile telecommunications network.

A system and method is disclosed to provide recommendations to a wireless device, based on stored bookmark/short-cut data. When a wireless device accesses services, data pertaining to the service access, along with any context related information is transmitted within the wireless device, or to a remote server. The data is processed in conjunction with bookmarks/short-cuts specified within the device, and are organized and presented to the wireless device in accordance with preference instructions specified within the wireless device.

The protection of data on a client mobile computing device by a server computer system such as within an enterprise network or on a separate mobile computing device is described. Security tools are described that provide different security policies to be enforced based on a location associated with a network environment in which a mobile device is operating. Methods for detecting the location of the mobile device are described. Additionally, the security tools may also provide for enforcing different policies based on security features. Examples of security features include the type of connection, wired or wireless, over which data is being transferred, the operation of anti-virus software, or the type of network adapter card. The different security policies provide enforcement mechanisms that may be tailored based upon the detected location and/or active security features associated with the mobile device. Examples of enforcement mechanisms are adaptive port blocking, file hiding and file encryption.

An automatic messaging system for a telecommunications network is disclosed. A call processing entity such as a switch or central control point recognizes a call-processing event and responsively generates and sends an informational message to a specified destination. The informational message may be a text description of the event, such as an indication that "calling party just placed a call to called party" or may take other forms, such as a video message, an audio message or a fax message.

Monitoring criteria is received that corresponds to a usage quantity for a plurality of services. Each of the plurality of services is provided over ones of a plurality of different communication systems. Actual service usage information is received for the plurality of services. The actual service usage information and the monitoring criteria are compared. An electronic notification message is sent when the monitoring criteria for one or more of the plurality of services is satisfied.

The present invention is an system and method for comprehensively testing a customer connection to a communications network. A customer is identified from information obtained at a customer interface. A test can be performed on the customer connection. A typical test compares two datasets related to the customer connection to determine a state of the customer connection. The first and second dataset can include historical data. A parameter in the first dataset obtained from a network element can be compared to a parameter in a second dataset obtained from a customer database. The comparison can be made in light of changes recorded in a provisioning database. Relevant network data can be obtained from customer premises equipment (CPE). The customer can be notified of a network issue proactively or upon customer inquiry.

In accordance with the principles of the present invention, an audio-conference bridging system and method are provided. The present invention discards the traditional notion of a single mixing function for a conference. Instead, the novel, flexible design of the present invention provides a separate mixing function for each participant in the conference. This new architecture is described generally herein as “EdgePoint mixing.” EdgePoint mixing overcomes limitations of traditional conferencing systems by providing each participant control over his/her conference experience. EdgePoint mixing also allows, when desired, the simulation of a “real-life” conference by permitting each participant to receive a distinctly mixed audio signal from the conference depending on the speaker's “position” within a virtual conference world. The present invention also preferably accommodates participants of different qualities of service. Each participant, thus, is able to enjoy the highest-level conferencing experience that his/her own connection and equipment will permit.

A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.

An apparatus and method for detecting a fraud or fraud attempt in a captured interaction. The method comprising a selection step in which interactions suspected as capturing fraud attempts are selected for further analysis, and assigned a first fraud probability, and a fraud detection step in which the voice is scored against one or more voice prints, of the same alleged customer or of known fraudsters. The first fraud or fraud attempt probability is combined with the result of the scoring of the fraud detection step, to generate a total fraud or fraud attempt probability. If the total fraud or fraud attempt probability exceeds a threshold, a notification is issued. The selection, scoring and combination thereof are performed using user-defined rules and thresholds.

A method and apparatus for providing useful packet data to a CALEA/Legal Intercept collection function. At an access point to a network such as the Internet, sources and destinations of data connections are examined to determine whether any of the bearer messages should also be routed to a CALEA/Legal Intercept monitoring system. If this condition is recognized, the bearer messages and corresponding signaling control messages are correlated in a call packet delivery application server and then delivered to a CALEA/Legal Intercept monitoring system. Advantageously, the monitoring receives as a bundled message set the bearer message and the control messages used to route and otherwise process these bearer messages.

A system, method and computer program product for processing event records. The present invention includes a detection layer, an analysis layer, an expert systems layer and a presentation layer. The layered system includes a core infrastructure and a configurable, domain-specific implementation. The detection layer employs one or more detection engines, such as, for example, a rules-based thresholding engine and a profiling engine. The detection layer can include an AI-based pattern recognition engine for analyzing data records, for detecting new and interesting patterns and for updating the detection engines to insure that the detection engines can detect the new patterns. In one embodiment, the present invention is implemented as a telecommunications fraud detection system. When fraud is detected, the detection layer generates alarms which are sent to the analysis layer. The analysis layer filters and consolidates the alarms to generate fraud cases. The analysis layer preferably generates a probability of fraud for each fraud case. The expert systems layer receives fraud cases and automatically initiates actions for certain fraud cases. The presentation layer also receives fraud cases for presentation to human analysts. The presentation layer permits the human analysts to initiate additional actions.

A system and method for notifying an offline global computer network user of an online interaction in which the offline user could participate. The system and method specify notification criteria of the offline user, monitor activities occurring on the global computer network, compare the activities to the notification criteria, and, if the activities satisfy the notification criteria, forward an offline communication to the offline user, which notifies the offline user of the online interaction. Examples of the online interactions include chat rooms, game sites, instant messaging services, auctions, and calls made over the global computer network. Examples of the offline communication include calls to a wireline telephone, calls to a wireless telephone, messages to a caller identification device, messages to a wireless access protocol device, messages to a one-way pager, and messages to an interactive pager.

A zero-footprint remotely hosted phone application development environment is described. The environment allows a developer to use a standard computer without any specialized software (in some embodiments all that is necessary is a web browser and network access) together with a telephone to develop sophisticated phone applications that use speech recognition and/or touch tone inputs to perform tasks, access web-based information, and/or perform commercial transactions. Some embodiments support concurrent call flow tracking that allows a developer to observe, using a web browser, the execution of her/his application. A variety of reusable libraries are provided to enable the developer to leverage well-developed libraries for common playback, input, and computational tasks. Embodiments support rapid application deployment from the development environment to hosted application deployment to the intended audience.

The invention relates to processing of electronic text communication distributed in bulk. In one embodiment, a process for blocking electronic text communication distributed in bulk is disclosed. In the process, a first electronic and a second electronic submission are received. A first portion is extracted from the first electronic submission and a second portion is extracted from the second electronic submission. A first code is determined for the first portion and a second code is determined for the second portion. The first code is indicative of the first portion and the second code is indicative of the second portion. After the first code is compared to the second code, the second electronic submission is filtered in response to that comparison.

A quality monitoring system is implemented within a communications contact center. All electronic data associated with incoming and outgoing communications is monitored and can selectively be recorded. The recording of the communications data is controlled by a set of recording rules. Environmental data associated with the operation of the contact center is also stored. Periodically, and on demand by contact center personnel and others, the recorded communications data and the stored environmental data are analyzed. The recording rules that are actively controlling the recording of the communications data and the environmental data can be dynamically changed in real time, based on the analysis. The system can also display various results of the analysis on a contact center-wide display, on individual contact center agents' workstation screens, and on supervisors' workstation screens. These displays can be a congratulatory message to an agent who has exceeded predetermined goals, can warn of an excessively long wait queue for a class of incoming communications, and can provide contact center environmental information for assisting with evaluating the quality of service being provided by the contact center.

A contact center performance optimization program for assisting contact center managers improve the performance of their centers comprises a hosted database that collects actual data and a modeling and optimization program that can be used to create center budgets and forecast future performance. The program facilitates improved contact center performance by providing analysis of current operations and forecasting through the use of models, optimization, analyzers and imbedded best practices. The inventive device includes. To forecast future performance and optimize the center's operation, “what if” models and analyzers are used. The invention includes a series of impact analyzers that assist the center manager focus on areas that if improved will produce the greatest overall performance improvement.

Estimates of a communication system configuration, such as a DSL system, are based on operational data collected from a network element management system, protocol, users and/or the like. The operational data collected from the system can include performance-characterizing operational data that typically is available in an ADSL system via element-management-system protocols. Generated estimates and/or approximations can be used in evaluating system performance and directly or indirectly dictating/requiring changes or recommending improvements in operation by transmitters and/or other parts of the communication system. Data and/or other information may be collected using “internal” means or may be obtained from system elements and components via email and/or other “external” means. The likelihood of a model's accuracy can be based on various data, information and/or indicators of system performance, such as observed normal operational data, test data and/or prompted operational data that shows operating performance based on stimulation signals. One example of such prompted data uses frequency carrier masks to approximate the Hlog of a given channel, including information regarding bridged taps, attenuation, etc.

Methods and systems are provided for determining whether a cellular telephone chip is dormant. Determinations are drawn from testing telephone numbers associated with chips and data collected is used to generate statistics. Methods are provided for determining the percentage of a wireless service provider's subscriber-base that consists of abandoned, or non-revenue-generating, customers.

This invention relates to the automated assistance of a telephony call center agent comprising a method and system for providing dialogue suggestions to an agent during an agent caller interaction. A prior art solution provides data based on analyzed text from one or other of the conversations but does not offer any useful information based on the performance of the agent or on the state of the interaction. A method of interaction in a voice response application comprising: receiving a voice signal in a call center; identifying whether the caller or a call center agent is the originator of the voice signal; converting the voice signal into computer readable text; identifying a key word such as a confrontational phrase e.g. 'what are you talking about' in the converted computer readable text; and providing a different suggestion depending on whether the originator is the call agent or the caller. For instance, a suggestion if the agent made the confrontational phrase would be to use a less confrontational phrase next time such as 'can you explain that again'. A suggestion if the caller made the confrontational phrase would be to counter with a 'I'll try to explain that better'.

A test system comprises a test processor which is arranged to perform hardware level tests on a unit under test. A voice interface interfaces to an external voice communication link coupled to a remote voice communication unit. A test controller is coupled to the test processor and the voice interface and comprises a script processor for executing a test control script. The test control script is in accordance with a voice scripting language standard, such as the Voice extensible Markup Language, VXML, standard. The script processor comprises a first interface for interfacing with the test processor in response to the test control script and a second interface for interfacing with the voice interface in response to the test control script. The invention may allow a user friendly speech interface to a hardware level test system.

The invention is a computerized system that allows inmates of a correctional institution to communicate with parties outside the facilities via telephonic or electronic messaging events. The system provides a means to bill for the events while controlling to whom the inmate can communicate with or from whom they may receive communications, including controlling the method, the length, limited content editing, the frequency of communicating, storage of and the manner of alerting a recipient of a message or receipt thereof.

The invention is directed to a method and system for verifying an installation of an meter, for example, an electric power meter. The inventive method includes identifying the electric power meter to a central computer using a mobile computing device. The electric power meter receives computer-executable instructions from the central computer via the mobile computing device, and transmits meter information (e.g., power consumption readings, meter identification information, and meter location) to the central computer. The meter information received from the central computer is compared with meter information available at the electric power meter. The comparison may be accomplished visually by reading the meter and comparing the readings with the information received on the mobile computing device. Also, the comparison may be accomplished automatically by the mobile computing device based on the information it receives from the central computer and the information it receives from the electric power meter.

Methods, systems and computer program products for interconnecting network equipment with a telecommunications system includes identifying a patch panel connector port to be connected to a network equipment port, generating a work order for connecting the identified patch panel connector port to the network equipment port via a patch cord, monitoring the identified patch panel connector port to detect whether a patch cord connector has been inserted therein within a predetermined period of time, and monitoring the network equipment port for communications activity within a predetermined period of time. If a patch cord connector has not been inserted within the identified patch panel connector port within the predetermined period of time and/or if communications activity has not been detected at the network equipment port within the predetermined period of time, a technician is notified. Network equipment ports and patch panel ports are monitored for authorized and unauthorized connections.

A system is disclosed for the automatic detection of fraudulent activity on a transaction network, for which each transaction over the network has an associated identifier. In one embodiment, the system includes voice comparison means for comparing a first sampled voice of a user of a first transaction with a subsequently sampled voice of a user of a subsequent transaction having an identical identifier to that of the first transaction. Control means in the form of a voice-based fraud detection engine is provided for determining, from said comparison, a profile of user usage that is representative of a total number of different users of the associated identifier. In a preferred embodiment, the system also includes voice sampling means for sampling a voice of the user of the first transaction to generate a first voice sample.

A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.

The present invention proposes a method for generation and transmission of messages in a mobile telecommunication network, comprising the steps of monitoring the location of a mobile subscriber terminal within the mobile telecommunications network using location information available for said network; comparing the monitored location with a predetermined location within said network; judging whether the monitored location corresponds to said predetermined location, and if the result of judging is positive, sending a predetermined message from said network. Also, the present invention proposes an accordingly adapted telecommunication system as well as an accordingly adapted telecommunication network element.

An apparatus and method for monitoring the performance of an interactive voice response (IVR) system used by an automated call processing center generates logs of call activity, determines routing information from the logs, notes predetermined significant activity in agent-caller dialog portions of calls routed to an agent in the logs, and determines at least one quantity correlated to a true intention of callers. A performance model of the IVR system is generated from the logs. The logs, the routing information, the quantity correlated to the true intention of the callers, and the performance model are analyzed to determine a performance value of the IVR system, which is used to monitor the IVR system.

In one embodiment, a system authenticates a caller before providing the caller with access to one or more secured resources. Identification and verification data is stored during system enrollment of known persons. A processing system, in a current call initiated by a caller and prior to identification of the caller, receives voice-based information for the caller including a digital representation of a telephone number spoken by the caller in the current call, the received information including voice-based identification information and voice-based verification information for the caller. The processing system automatically compares the received identification information and the received verification information for the caller with the stored identification and verification data for known persons, respectively, to uniquely identify and verify the identity of the caller as a particular known person. The processing system authenticates the caller for access to the one or more secured resources in response.

An enhanced caller-id service providing calling name and calling number information to subscribers via a server system. The server system can combine the caller-id information with other data to provide more detailed reports for the subscriber. The server can also be used to maintain long-term calling records for subscribers. The caller-id information can be accessed remotely by the subscriber and can be downloaded from the server to another computer for use with other applications.