A method of operating a captioned telephone, comprising storing analog test data in a captioned telephone memory, dialing a telephone number to a relay gateway, connecting to the relay gateway over a communication network and performing a test of the communication network quality using the test data to determine if the network is sufficient to carry analog data, the test including at least one of transmitting the test data to the relay gateway and receiving test data from the relay gateway via the communication network, wherein the network is one of a POTS network and a VOIP network.

Various implementations include systems and methods for unlocking a door to a building on behalf of a tenant of the building that addresses the shortcomings of legacy telephone entry systems and allows for more efficient and safer management of building entry requests from third parties. In some implementations, the system taps into the legacy telephone entry systems to communicate with third parties seeking entry into the building. In some implementations, the system communicates with third party computing devices (e.g., stationary or mobile devices) to process entry requests. And, in some implementations, the system communicates entry preferences (or parameters) associated with a tenant with a door lock system to allow for entry during certain time windows or under certain conditions.

A service session is facilitated via a packet switched network; in the service session, user equipment participates in an interactive communication exchange with an agent via a first interaction mode, and the interactive communication exchange is based on a user inquiry. The interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the service session responsive to determining that the consultation service would facilitate the resolution; the service resource provides consultation to the agent via a second interaction mode without exposing the consultation to the user equipment. The consultation elevates an experience level employed in the first service session towards resolution of the user inquiry.

Embodiments of the present invention pertain to reducing or eliminating speech recognition error when background noise is detected at a caller's location. For example, when background noise is detected at the caller's location, the caller may be prompted to use dual-tone multi-frequency (DTMF).

A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

A method and system for the UE and RNC to reduce transmission latency and potentially prevent loss of PDUs upon a MAC-hs layer reset. The RNC generates a radio resource control (RRC) message with a MAC-hs reset indication. The MAC reset indication requires the UE to flush buffers for configured HARQ processes, disassemble MAC protocol data units (PDUs) in the reordering buffers, deliver MAC-d PDUs to a MAC-d layer, and configure the MAC-hs to receive new data.

According to one example, a method includes providing an interactive call menu creation service to a client device. The method further includes receiving a first dataset from the client device of an entity via the interactive call menu creation service, the first dataset including a call structure that defines a plurality of communication destinations and destination addresses for the communication destinations. The method further includes, in response to receiving the first dataset, generating a second dataset, the second dataset comprising code for embedding in a webpage to provide an interactive call menu for establishing communication to the plurality of communication destinations. The method further includes sending the second dataset to the client device in response to receiving the first dataset.

Methods and apparatus implementing a telephony terminal for connecting a telephone to a data network. In one implementation, a telephony system includes: a phone connection for connecting to a telephone; a network connection for connecting to a network; and a controller connected to said phone connection and to said network connection; wherein said controller provides a phone service for processing information for said phone connection, said controller provides a network service for processing information for said network connection, and said controller provides a network voice service for converting information to and from a network voice format.

Various embodiments associated with a reference signal are described. When a set of user information embedded with a reference signal is received by a system, a classification of the signal may not be known by the system. Therefore, the system can determine a classification of the reference signal. The reference signal can be passed through a low-pass filter and then an algorithm can be employed to identify the classification of the reference signal. Once the classification of the reference signal is known, the user information can be better used by the system.

A service session is facilitated via a packet switched network; in the service session, user equipment participates in an interactive communication exchange with an agent via a first interaction mode, and the interactive communication exchange is based on a user inquiry. The interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the service session responsive to determining that the consultation service would facilitate the resolution; the service resource provides consultation to the agent via a second interaction mode without exposing the consultation to the user equipment. The consultation elevates an experience level employed in the first service session towards resolution of the user inquiry.