A method of processing a telephone signal comprising voice signals and data signals, the method comprising detecting the presence of an artefact in the telephone signal indicative of the presence of a data signal fragment associated with an earlier attenuation of a data signal and processing the telephone signal by further attenuating the telephone signal in the region of the artefact in order to remove the data signal fragment from the telephone signal.

A system and method for chatbot and search engine integration comprising chatbot crawler engine configured to detect all possible paths through a conversational flow between a chatbot and a user, and also comprising a chatbot search integration manager configured to receive a processed conversation flow from the chatbot crawler engine, parse the conversation flow to identify keywords and features, and build an indexable data structure which can be integrated into search engines in order to expose the information and data contained within the chatbot's knowledge base. This integration may allow search engine users to be redirected to a website hosting the chatbot when an indexed data structure comprises information relevant to a search engine query.

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

A first communication path for receiving a communication is established. The communication includes speech, which is processed. A speech pattern is identified as including a voice-command. A portion of the speech pattern is determined as including the voice-command. That portion of the speech pattern is separated from the speech pattern and compared with a second speech pattern. If the two speech patterns match or resemble each other, the portion of the speech pattern is accepted as the voice-command. An operation corresponding to the voice-command is determined and performed. The operation may perform an operation on a remote device, forward the voice-command to a remote device, or notify a user. The operation may create a second communication path that may allow a headset to join in a communication between another headset and a communication device, several headsets to communicate with each other, or a headset to communicate with several communication devices.

A first communication path for receiving a communication is established. The communication includes speech, which is processed. A speech pattern is identified as including a voice-command. A portion of the speech pattern is determined as including the voice-command. That portion of the speech pattern is separated from the speech pattern and compared with a second speech pattern. If the two speech patterns match or resemble each other, the portion of the speech pattern is accepted as the voice-command. An operation corresponding to the voice-command is determined and performed. The operation may perform an operation on a remote device, forward the voice-command to a remote device, or notify a user. The operation may create a second communication path that may allow a headset to join in a communication between another headset and a communication device, several headsets to communicate with each other, or a headset to communicate with several communication devices.

A method of mediating communications between a first computing device and a second computing device, by an intermediary computing device, comprising establishing a communications link to each of the first and second computing devices, receiving a first message from the first computing device, the content of the first message comprising information in a protected format, converting at least part of the information in the protected format to an unprotected format, and transmitting a second message to the second computing device, the content of the second message comprising at least part of the information in the unprotected format.

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.

A method for a home gateway to realize an Interactive Voice Response (IVR) service and a home gateway are provided. The method includes that: when a voice user belonging to a home gateway serves as a called user, the home gateway provides an IVR prompt to a calling user, so that the calling user makes an IVR service request according to the IVR prompt; and the home gateway receives the IVR service request, and performs an IVR service operation corresponding to the IVR service request. The present disclosure satisfies multi-level service requirements of a home user.

System and method for a secure interactive voice response (IVR) includes: receiving a communication from a first party regarding a transaction, over a communication network; connecting the second party with the communication to service the communication; creating an anonymous order entry for the transaction; detecting sensitive information in the communication; isolating the sensitive information in the communication from the second party; route the communication to a secure system for processing of the sensitive information; and reconnecting the communication to complete the transaction

Apparatus for initiating a phone call is provided. The apparatus may comprise a receiver configured to receive a request from a user to initiate a phone call. The apparatus may also comprise a transmitter. In response to the receipt of the request to initiate the phone call, the transmitter may be configured to transmit user data over a data communications network to a remote computer platform. The remote computer platform may be in communication with one or more agent desktops.