A system and method for providing assistance to a customer of a computing device. In one aspect, an incoming call is received from a device of a customer; a check for identification of the customer is done; an event history of the device is obtained; and a solution is provided to the customer using the event history. In another aspect, a method includes: receiving a code from a mobile computing device; and in response to receiving the code, calculating at least one set of data for use in guiding a request of a customer for service to a resource that can provide a suggested remedy. In another aspect, a method includes: identifying a user associated with a mobile computing device; determining an event history of the mobile computing device; and providing guidance to resolve an issue based on the event history.

The invention relates to a session control entity, method and computer program for receiving a first identity of a calling user from a subscription entity, wherein the first identity is an identity for displaying to a called user, receiving a request from the calling user, including the first identity in the request as an identity for displaying to the called user, and, transmitting the request towards the called user.

To filter unwanted sounds from a conference call, a first voice signal is captured by a first device during a conference call and converted into corresponding text, which is then analyzed to determine that a first portion of the text was spoken by a first user and a second portion of the text was spoken by a second user. If the first user is relevant to the conference call while the second user is not, the first voice signal is prevented from being transmitted into the conference call, the first portion of text is converted into a second voice signal using a voice profile of the first user to synthesize the voice of the first user, and the second voice signal is then transmitted into the conference call. The second portion of text is not converted into a voice signal, as the second user is determined not to be relevant.

Visual assistance systems and related methods are disclosed. A visual assistance system includes a visual assistance service configured to receive and display images from a user device on an electronic display for a live assistant. The visual assistance service is also configured to transmit assistant audio from the live assistant conveying information derived by the live assistant's review of the images. A visual assistance system comprises a user device configured to capture and transmit the images to the visual assistance service. The user device is also configured to receive the assistant audio from the visual assistance service, and reproduce the assistant audio to a user of the user device. The user is registered with the visual assistance service as having at least a minimum level of visual disability. A method of operating the visual assistance system includes receiving the images from, and transmitting the assistant audio to the user device.

The present disclosure provides details of a system and method for customizing an inmate communication notification. Such a system provides an inmate different customized notification messages to be played to different called parties. The system includes a list of different contacts, and each of the contacts can be associated with one or more contact numbers. Each contact number is associated with one or more customized notification messages. The customized notification messages include terms, phrases, and sentences that draws the called party's attention and sound familiar to the called party. The customized notification messages include customized text files, audio files, and video files. An inmate chooses one or more customized notification messages to be played to a called party.

A method is described of filtering messages sent by a first terminal to a second terminal, the first terminal being associated with a first identifier, the terminals being connected via at least one communication network, the communication network including a server connected to a database, and the database including at least a first predefined set of identifiers. The server receives a message sent by the first terminal to the second terminal, records the message in the database, and sends a second message to the first terminal. The second message includes a sender field including a second or third identifier depending on whether or not the first identifier belongs to the first list.

An improved emergency response method and system are shown and described. A content-specified text field—such as a caller name field—an ALI database record for a communication device is updated to include information about a person experiencing an emergency and the emergency. A PSAP receiving an emergency services call from the communication device receives the caller name field on a terminal display and is thus informed about the emergency via a alphanumeric character communication rather than orally. A particular emergency may be assigned a code that is put in the caller name field. A PSAP operator receiving the emergency services call may then enter the code into an emergency services web interface to retrieve information about the emergency including service provider credentials, the person's medical condition, the person's medical records, real time physiologic data, treatment facility names, treatment facility types, a location of the emergency, a level of care, a videoconference web link, on-site personnel names, disaster information, and hazard information. The code can be transmitted to first responders and downstream medical professionals to enhance their ability to deliver emergency services. The system and method provide a means for legacy PSAPs to receive the benefits of Next Generation 911 systems without the infrastructure changes that would otherwise be required.

Systems and methods for managing network communication are disclosed. Methods and systems can comprise receiving a telephony message having a source address and determining routing information using the source address. A telephony call may be routed using the determined routing information. Such processing may be implemented to route telephony calls to certain services such as accessibility services based on at least the source address of a telephony message.

A method of generating device-specific configuration data during the initial set up of a device comprises, during a configuration process running on the device, sending from the device a first message and including a device identifier to a server using a first mode of communication associable with a service identifier, sending from the device a second message including the device identifier to a server using a second mode of communication not associable with said service identifier, processing the first message to associate the device identifier with the service identifier, and processing the second message to query if the device identifier has been previously associated with the service identifier, and if so, sending device-specific configuration data to the device for use during the configuration process, wherein after the configuration process is completed, the device-specific configuration data enables authentication using said service identifier when the device uses said second mode of communication.

The present disclosure describes a system, method, and computer readable medium for providing information of a calling party to an alert party, wherein the calling party is in communication with the receiving party in a communications network. The method includes receiving a message from a calling party to a receiving party and performing a lookup of information relating to the calling party in a database, wherein the lookup is based on an identifier associated with the message, Thereafter, an alert is sent to the alert party if the calling party information is unavailable in a contact list of the receiving party.