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.

A method and a system for transmitting messages containing multimedia information or content that enables transmission and communication of multimedia messages between subscribers connected to telecommunication systems of different system operators. The inventive system includes a first mobile station terminal from which a multimedia message is sent, a second mobile station terminal that is the intended recipient of the multimedia message, a digital mobile network, a first multimedia message server for receiving a multimedia message from the first mobile station terminal, a first address database associated with the first multimedia message server, a second multimedia message server for receiving the multimedia message from the first multimedia message server, an IP network for carrying communications between the first and second multimedia message servers, and a second address database associated with the second multimedia message server.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for combining audio data and a transcription of the audio data into a data structure are disclosed. In one aspect, a method includes the actions of receiving audio data that corresponds to an utterance. The actions include generating a transcription of the utterance. The actions include classifying a first portion of the transcription as a trigger term and a second portion as an object of the trigger term. The actions include determining that the trigger term matches trigger term for which a result of processing is to include both a transcription of an object and audio data of the object in a generated data structure. The actions include isolating the audio data of the object. The actions include generating a data structure that includes the transcription of the object and the audio data of the object.

A communication directed to a recipient is stored in a message box of the recipient. A forwardee is identified based on an analysis of the communication. A request is received to transmit the communication to the forwardee. The communication is forwarded to a message box of the forwardee.

A computer-implemented system and method for delivering group messages is provided. Users that are signed-on to and signed-off from one or more discussion groups are tracked. A voice message is received from one of the users signed-on to one of the discussion groups. A list of users associated with the discussion group is obtained and a sublist of signed-on users including those users from the list that are signed-on to the discussion group is built. The voice message is provided to the signed-on users of the discussion group and a copy of the voice message is stored for later access by the users in the discussion group that are signed-off.

A method and system are provided for forwarding telephone calls, facsimile transmissions and electronic messages to a single forwarding telephone number. The telephone calls, fax transmissions and electronic messages are first forwarded to a central forwarding repository by the forwarding party where the fax transmissions, and messages are converted to audio formats. Forwarded telephone calls and audio formatted versions of the fax transmissions and electronic messages are then forwarded directly to a designated forwarding number. If the forwarding party answers at the forwarding number, she will receive forwarded calls, and the audio formatted versions of fax transmissions and electronic messages will be played to her over her telephone. If the forwarding party does not answer the forwarded call, she subsequently may retrieve saved telephone calls, saved telephone messages and saved audio versions of fax transmissions and electronic messages from the central forwarding repository.

Calls placed to a call recipient bypass the terminating messaging system, creating an enhanced message in the call originator's messaging system and delivering the enhanced message using alternate routing information. A caller creates enhanced messages for a call recipient even when the call recipient's messaging system does not support such functionality. The caller also embeds stored content and/or use links in the enhanced messages to allow the message to be modified and/or deleted before it is accessed by the call recipient.

A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.

A computer-implemented system and method for delivering group messages is provided. Users that are signed-on to and signed-off from one or more discussion groups are tracked. A voice message is received from one of the users signed-on to one of the discussion groups. A list of users associated with the discussion group is obtained and a sublist of signed-on users including those users from the list that are signed-on to the discussion group is built. The voice message is provided to the signed-on users of the discussion group and a copy of the voice message is stored for later access by the users in the discussion group that are signed-off

A system and method for automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.