A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.

A system, method, and computer-readable storage device for sending a spoken message as a text message. The method includes receiving from a subscriber a spoken message and spoken disambiguating information indicating how to deliver the spoken message to a recipient. The method further includes converting the spoken message to text and communicating the text to the recipient address. The method can also include determining a recipient address for the recipient based on spoken disambiguating information.

A system and method for facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.

The user terminal capable of transmitting a phone call and a message between terminals transmits a phone call to a phone number of an other party to connect to the phone number of the other party; detects no connection to a terminal of the other party by the transmitted phone call; disconnects a line before the user terminal is connected with a voice mail system for the other party 200 if detecting no connection to a terminal of the other party; receives an input of a voice message from a caller; converts the received input of a voice message into a text message; extracts a message address of the other party corresponding to the phone number of the other party; and transmits the converted text message to the extracted message address.

Methods and apparatus for providing ubiquitous and configurable communications between users is provided. Ubiquity and other features are provided using a common identifier linking two or more users. In one embodiment, a common identifier is automatically provided when call forwarding is directed to a designated phone number. In another embodiment, a user can cause a common identifier to be created linking the user with a user of their choice by sending a text message to a designated address. This Abstract is provided for the sole purpose of complying with the Abstract requirement rules that allow a reader to quickly ascertain the subject matter of the disclosure contained herein. This Abstract is submitted with the explicit understanding that it will not be used to interpret or to limit the scope or the meaning of the claims.

A method and an apparatus for implementing a voice mailbox is presented, including receiving a call request that is from a first terminal and whose destination address is a second terminal; sending a call response to the first terminal based on the call request, where the call response is used to instruct a user of the first terminal to leave a voice message; receiving a voice message that is sent by the first terminal after the call response is received; recognizing words in the voice message, to convert the voice message into a word text; and performing, according to the word text, a reply operation with respect to the first terminal or a notification operation with respect to the second terminal.

Described herein is a system and method for capturing data associated with actions attempted by an automated agent. The system described herein captures data associated with the actions attempted by an automated agent during the messaging session between an automated agent and the user and present a summary of the actions in a messaging platform. In an embodiment, the automated agent uploads data associated with actions attempted during the messaging session to a server. The server captures the data associated with the actions and generates a description of each action that was attempted. The server generates a summary including the description of each action. The summary of the actions are rendered in the messaging platform.

A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.