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24-May-2004
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IP PBX Revenue Up 10% in 1Q04
Worldwide IP PBX revenue totaled slightly more than $87 million
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24-May-2004
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Ameritrade First to Receive J.D. Power and Associates Call Center Certification in Financial Services Industry
Distinguishes Company's Commitment to Provide the Highest Level of Client Service
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17-May-2004
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Pending patent 20040093218 - Speaker intent analysis system
A speaker intent analysis system and method for validating the truthfulness and intent of a plurality of participants' responses to questions. A computer stores, retrieves, and transmits a series of questions to be answered audibly by participants. The participants' answers are received by a data processor. The data processor analyzes and records the participants' speech parameters for determining the likelihood of dishonesty. In addition to analyzing participants' speech parameters for distinguishing stress or other abnormality, the processor may be equipped with voice recognition software to screen responses that while not dishonest, are indicative of possible malfeasance on the part of the participants. Once the responses are analyzed, the processor produces an output that is indicative of the participant's credibility. The output may be sent to proper parties and/or devices such as a web page, computer, e-mail, PDA, pager, database, report, etc. for appropriate action.
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12-May-2004
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Pending patent 20040047302 - Internet architecture for software based ACD
A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.
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05-May-2004
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Avaya to Showcase End-to-End Converged Networking Solutions with Extreme Networks at NetWorld+Interop Las Vegas 2004
Avaya and alliance partner Extreme Networks will exhibit together at N+I booth #1425 - Avaya and Extreme to provide IP telephony communications solutions for show's eNet network; N+I iLab will include Avaya SIP applications in interoperability demonstration
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04-May-2004
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Better Business Bureau Analysis of Cell Phone Complaints Reveals Root Causes of Customer Dissatisfaction
... only one other type of business, automobile dealers, generated more
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01-May-2004
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Patent 6,728,363 - Determining expected call waiting time in a call center queue
The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size is dynamically changed based on sampling theory and changes to call arrival rates and agent availability.
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28-Apr-2004
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Genesys and IBM to Deliver Enterprise-Wide Speech-Enabled Self-Service Solutions
WebSphere-Based Solution Integrates Contact Centers and Enterprise Business Processes Companies also Expand Strategic Alliance to Target SMB Customers
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27-Apr-2004
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Official Website of Texas Surpasses $1 Billion in State Revenue Collection
The website, which was officially launched in September 2000, provides a single, secure channel for citizens to interact with state agencies and local governments.
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25-Apr-2004
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Pending patent 20040037317 - Multimedia communications over power lines
A method for communication includes establishing a data link between first and second transceivers (32,34) over an electric power line (24). A sequence of data packets is received for transmission over the data link, the sequence belonging to a session of a connectionless real-time network protocol. Responsive to a first packet in the sequence, a reliable connection channel for the session is established over the data link between the first and second transceivers. The packets in the sequence are transmitted from the first to the second transceiver over the reliable connection channel.
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22-Apr-2004
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AT&T Response To FCC Ruling On The Phone-To-Phone VoIP Petition
Background: Today the FCC issued its decision on AT&T's petition asking the agency to clarify the rules on phone-to-phone VoIP. The following statement may be attributed to Jim Cicconi, AT&T general counsel.
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21-Apr-2004
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P-Com Launches New Spread Spectrum Technology for Corporations and Carriers
New AirPro Gold Product Lowers Costs, Increases Network Flexibility
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19-Apr-2004
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AT&T Launches Cutting-Edge Internet-Based Calling Service in the Golden State
Coast-to-Coast Rollout Continues With Expansion to 11 Markets Including New York City, Long Island, Los Angeles, San Diego and San Francisco. Introductory Promotion Offers Unlimited Calling and Advanced Features At 50 Percent Off Regular Price of $39.99 Per Month
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16-Apr-2004
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Patent 6,724,764 - Method and apparatus for providing estimated response-wait-time displays for data network-based inquiries to a communication center
An Estimated Wait Time (EWT) service for a Web page provider has an internet-connected facility for monitoring communication status with a communication center having communication equipment hosting agents of the web page provider, and an interactive link in a web page hosted by the Web page provider. The interactive link is presented to a user accessing the Web page, and when selected, connects the user to the facility for monitoring communication status. In a preferred embodiment the facility provides a Web page display for the user, displaying parameters regarding the communication status, such as estimated wait time (EWT). In some cases there are options in a user interface for placing an Internet Phone (IP) call, for sending a message, and e-mail, and so forth, or for requesting a call back. In the case of a call back the user may, in some embodiments, provide alternative numbers or addresses and times for call back.
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13-Apr-2004
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Pedestal Network's UBS Release 2 Delivers 3 Mbps Line-Powered ADSL With QoS
Field-Proven Line-Powered DSLAM From Pedestal Networks Doubles Bandwidth Available for Long-Reach Applications Over Copper
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13-Apr-2004
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MGE UPS SYSTEMS Introduces Industry's First Fuel Cell Powered Online UPS for Mission-Critical Applications Requiring Long Duration Backup Power
New Pulsar EX RT is MGE's Second Generation UPS System to Incorporate Ballard Power Systems' Nexa(R) RM Series Fuel Cell Modules
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12-Apr-2004
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America Online, Inc. and FaceTime Announce Certified AIM® Partner Agreement
Certification Provides for Expanded Cooperation between America Online and FaceTime, Ensuring More Secure Management of AOL® Instant Messenger™ Service within Enterprises
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10-Apr-2004
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Pending patent 20040028211 - Method and apparatus for determining a real time average speed of answer in an automatic call distribution system
A method is provided for automatically updating a "Real Time" Average Speed of Answer, RASA, for a number of calls received by an automatic call distributor, ACD, during a set interval. This "real time" average speed of answer may be determined across a sliding time window via moving averages and exponential smoothing. The method includes the steps of computing a current average Speed of Answer, SA, for the number of calls received by the ACD during the set time interval, by dividing total waiting time to answer for these calls by the number of calls and scaling the current SA by a weight factor W. The real time average speed of answer, RASA, is updated by scaling a previous RASA by the unity complement of W, i.e. (1-W), and augmenting it by the scaled current SA.
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07-Apr-2004
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New Jersey School District Learns 'New Math': Adding VoIP, Subtracting Centrex Equals Big Savings
... yearly savings from eliminating more than 500 lines of Centrex to pay for the cost of the new phone system in a very short time
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03-Apr-2004
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Patent 6,697,457 - Voice messaging system that organizes voice messages based on detected emotion
A system, method and article of manufacture are provided for managing voice messages based on emotion characteristics of the voice messages. First, a plurality of voice messages that are transferred over a telecommunication network are received. Thereafter, such voice messages are stored on a storage medium. An emotion associated with voice signals of the voice messages is then determined. The voice messages are organized based on the determined emotion. Access to the organized voice messages is then permitted.
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01-Apr-2004
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Pending patent: 20040010412 - Method and apparatus for reducing data traffic in a voice XML application distribution system through cache optimization
. . . the optimizers determine which files should be cached at which end-system facilities, tag the files accordingly, and prepare those files for distribution to selected end-system cache facilities for local retrieval during consumer interaction with the deployed application.
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25-Mar-2004
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Ikanos Demonstrates 100 Mbps over Copper at the FastNet Futures Conference
Ikanos Fx(TM) Technology Breaks Performance Barriers To Make Fiber-Speed Services Available to Every Home
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24-Mar-2004
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FIERCEMARKETS LAUNCHES THE VOIP REPORT
New Weekly Email Service Makes It Easy to Follow Voice-Over-IP Market
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23-Mar-2004
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SBC Communications Launches Network-Based VPN Service
Hosted VPN Solution Lowers Costs and Raises Efficiency for Businesses; Brings Reality of Network Convergence into Reach
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23-Mar-2004
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Envox Worldwide Delivers on Commitment to SALT at VSLive!
Launches Prepackaged SALT-based Applications and Related Professional Services for Enterprise Customers and Service Providers
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17-Mar-2004
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Voice-over-IP (VoIP) Revenues to Dominate the Broadband Service Sector, Generating $26bn by 2009
A new report from industry analysts, Juniper Research, finds that the VoIP market will become the key revenue generator for broadband service providers by 2009
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04-Mar-2004
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Pending Patent 20040008839 - Headset cable retainer
A retainer that is attachable to a set of interfacing cables prevents physical separation of the cables while allowing electrical disconnection of the cables. The retainer uses a body member with a hinged end cap on each end. The end caps include a snap pin and the ends of the body include receiving voids for the snap pins. The end caps can be locked into place by rotating around the hinged attachment until the snap pins engage the receiving voids. Either one or both of the end cap and elongated body have notches that form restraining voids when the end caps are locked in place.
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01-Mar-2004
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Power over Ethernet Continues to Drive Adoption of Voice over IP
PowerDsine Marks Milestone With PoE Certification of 25th IP Phone Vendor
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