Avaya Inc. Patent applications |
Patent application number | Title | Published |
20160135052 | Rogue AP Detection - Methods, systems and computer readable media for rogue access point detection are disclosed. In some implementations, the method can include initiating, at one or more processors of a wireless controller, a rogue access point detection process for a wireless network, and transmitting, from the one or more processors, a signature frame to a mobility agent in a wireless switch. The method can also include receiving, at an authorized access point, the signature frame transmitted via a wireless signal from a rogue access point. The method can further include reporting reception of the signature frame to the wireless controller, and generating, at the one or more processors, a signal to shut down a port associated with the rogue access point. | 05-12-2016 |
20160134611 | SKILL-BASED SECURE DYNAMIC CONTACT CENTER AGENT ACCESS - Methods, systems and computer readable media for providing skill-based, secure and dynamic contact center agent network access are described. | 05-12-2016 |
20160128018 | WIFI DEVICE ZONING USING MICRO-LOCATION DATA - Methods, systems and computer readable media for wireless device zoning using micro-location data are described. | 05-05-2016 |
20160127311 | RECLAIMING LEASED IP ADDRESSES IN WIRELESS NETWORKS - Methods, systems and computer readable media for reclaiming DHCP leased IP address from disassociated clients in a WLAN are described. | 05-05-2016 |
20160127197 | NETWORK DISCOVERY OPTIMIZATION USING SUPPLEMENTAL INFORMATION PUBLISHED BY DEVICES - Methods, systems and computer readable media for optimizing (or improving) network discovery using supplemental information published by devices and available on their neighbor devices are described. In some implementations, the method can include obtaining, at a network management computer system, a list of one or more seed devices. The method can also include retrieving a device identifier of a corresponding seed device from the list of one or more seed devices. The method can further include querying, at the network management computer system, the corresponding seed device to obtain neighboring device connectivity information of the seed device and supplemental information for each neighboring device. | 05-05-2016 |
20160105638 | PROTECTING PRIVACY OF A CUSTOMER AND AN AGENT USING FACE RECOGNITION IN A VIDEO CONTACT CENTER ENVIRONMENT - A method, apparatus and computer program product for protecting privacy of a customer and an agent using face recognition in a video contact center environment is presented. A video call is initiated by a customer to a contact center. The customer video is muted while audio of the customer is provided to an agent of the contact center. A determination is made regarding whether a face is present in a video image of the customer. When a presence of a face is determined in the video image of the customer, then video of the customer is enabled. When a presence of a face is not present in the video image of the customer then the customer is notified so the customer can take appropriate action. | 04-14-2016 |
20160094557 | USER AUTHENTICATION FOR PROXY-CONFIGURED CLIENTS IN CAPTIVE PORTAL ENVIRONMENTS - Methods, systems and computer readable media for user authentication for proxy-configured clients in captive portal deployments are described. In some implementations, the method can include receiving, at a captive portal, a request from a client device to resolve a proxy IP address, and determining whether the client device has been authenticated. The method can also include, when the client device has not been authenticated, causing the captive portal to act as an intermediate domain name system (DNS) server and forwarding the DNS request to one or more other DNS servers, and evaluating any received responses from the one or more other DNS servers. The method can include, when received responses contain an IP address, replying to the client with the received IP address, and when the received responses do not contain an IP address, replying to the client with an IP address of the captive portal. | 03-31-2016 |
20160073054 | SYSTEM AND METHOD FOR DETERMINING CONFERENCE PARTICIPATION - Disclosed herein are systems, methods, and computer-readable storage media for tracking engagement of participants in a presentation. An example system implementing the method can identify a presenter in a conference and participants in the conference. Then the system can gather, during a presentation by the presenter in the conference, engagement data about the participants. The system can generate or calculate an engagement score based on the engagement data, and present the engagement score to the presenter during the presentation. The system can gather the engagement data from participant devices through which the participants are accessing the presentation or from other participant devices not directly involved with the presentation. The engagement data can include participant voice activity in the conference, participant voice activity with others outside of the conference, participant audio data, participant video data, participant mute status, participant interactions with other applications, participant interactions with computing devices and participant multi-tasking. | 03-10-2016 |
20160072950 | SERVER FOR PROVIDING ENHANCED SERVICES TO CONTACT CENTER AGENTS - Systems and methods for permitting a contact center to provide enhanced services to its agents are described. An agent server is interconnected with the automatic call distributor (ACD) and agent telephones of the contact center. The server intercepts messages sent by the ACD, which contain caller-provided data obtained by an interactive voice response system. When it is determined that the particular agent has access to both a telephone and a personal computer, the agent server draws a distinction in the information content of the received message. In doing so, the agent server provides the call initialization information in the message to the agent's telephone, and appears as if the information were coming from the ACD; additionally, the agent server provides the caller-provided data to the agent's personal computer. The personal computer is then able to execute a predetermined application, such as a display-oriented presentation application, based on the caller-provided data. | 03-10-2016 |
20160042371 | SYSTEMS AND METHODS FOR INFLUENCING CUSTOMER TREATMENT IN A CONTACT CENTER THROUGH DETECTION AND ANALYSIS OF SOCIAL MEDIA ACTIVITY - A contact center is operated, on behalf of an entity, by reference to social media analytics. A user profile, acquired for each of a plurality of social media users, identifies the user and includes at least one of three indications of sentiment derived over time through analysis of social media event activities and/or behavior. The sentiment indications of a profile include user sentiment toward the entity, user sentiment toward one or more competitor(s) of the entity, and/or user sentiment toward a particular product or service offered by the entity or a competitor(s) of the entity. A communication session is established between a communication terminal of a contact center agent and one of the users for whom a user profile is stored. A menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user's profile is displayed to the agent. | 02-11-2016 |
20160021097 | FACILITATING NETWORK AUTHENTICATION - Embodiments provide single sign on to enterprise applications through a captive portal. Example embodiments include receiving from a captive portal sign-on user interface, a request for network access from a user, the request including authentication credentials, redirecting the user to an identity server when the user has been authenticated for network access using the authentication credentials. Redirecting may include providing the identity server with the authentication credentials, and generating a single sign on (SSO) token using the authentication credentials, the SSO token allowing the user to access enterprise applications. | 01-21-2016 |
20160006653 | LAYER 2 VPN SERVICE ADVERTISEMENT FROM ACCESS NODES TO A CORE NETWORK - A method, system and computer readable medium for advertising and interoperating Layer 2 VPN services from an access node to a core network. The method can include executing, using one or more processors, a routing protocol on an access node to establish adjacency with a core network node in an access mode. The method can also include mapping, using the one or more processors, an access network Layer 2 service identifier to a core network service identifier. The method can further include advertising, using the one or more processors, a mapping for the L2VPN service to the core network node. The method can also include sending, using the one or more processors, network traffic from the access node to the core network node without core network encapsulation. | 01-07-2016 |
20150381803 | Method and Apparatus For Augmenting Communication Sessions Using Contextual Information - Systems and methods for establishing and conducting communication sessions augmented by contextual information. A call originator initiates a request to establish a communication session. The endpoint furnishes information identifying the call originator and intended call recipient(s). The method receives the request from the call originator and retrieves contextual information relating the call originator to the intended call recipient. If no contextual information has yet been derived, the contextual information is generated from data attributes available from one or more social networking sites. In some embodiments, the method generates the contextual information according to a set of rules and, if applicable, user preferences. The method handles the call request based on at least one of a set of rules, user preferences, and scheduling input received from the intended recipient responsive to receipt of the contextual information. The contextual information is accessible to some or all participants before and during the communication session. | 12-31-2015 |
20150381674 | System and Method for Efficient Port and Bandwidth Utilization in Setting up Communication Sessions - Techniques for efficiently allocating ports and bandwidth in a communication system configured to establish interactive, real time communication sessions between endpoints are described. Requests are received at a server, from a requester endpoint device, to initiate an interactive, real time communication voice and/or video session requiring access to an interactive session resource. In an embodiment, the communication system is a contact center and the interactive session resource is an available contact center agent. Pending availability of the interactive session resource, a requester is assigned a place in a queue or otherwise scheduled to receive access to the interactive session resource. In the meantime, a data channel is established between the server and the requester's endpoint device. Resources, which can include an executable program and/or information operative to enable the endpoint device to emulate an active on-hold voice connection period, are downloaded to the endpoint device. | 12-31-2015 |
20150381533 | System and Method for Email Management Through Detection and Analysis of Dynamically Variable Behavior and Activity Patterns - Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed. | 12-31-2015 |
20150379478 | Systems and Methods For Presenting Information Extracted From One or More Data Sources to Event Participants - Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event. | 12-31-2015 |
20150358361 | MECHANISMS FOR HANDLING SIP GLARE ACROSS MULTIPLE DIALOGS - The system and method detect and properly handle a glare condition in a SIP communication session. A glare condition is where a communication device has two concurrent outstanding requests (typically an incoming and an outgoing request that have not be acknowledged) and needs to process one of the requests before processing the other request. To detect a glare condition, the system and method identify that an out-of-dialog SIP request is received while an outgoing SIP request is pending. In response to detecting the glare condition, a glare algorithm is initiated. The glare algorithm ensures that outstanding requests will be handled in a timely manner. | 12-10-2015 |
20150358204 | Method Of Reducing Traffic Loss When Bringing Up A Switch Within A Multi Chassis Switch Cluster Without Using Dedicated Intra Cluster Links - A method, apparatus and computer readable medium for reducing traffic loss when bringing up a switch within a multi chassis switch cluster without using dedicated intra cluster links is presented. A first network device in a cluster discovers at least one path to a second network device in the cluster, wherein the cluster utilizes at least one virtual IST between the first network device and the second network device. The first network device starts an Inter Switch Trunk (IST) synchronization process with the second network device. The first network device installs redirection rules, wherein the redirection rules are used for datapath traffic and are not used for control channel traffic. The first network device determines that the IST synchronization process between the first network device and the second network device has completed, and removes the redirection rules. | 12-10-2015 |
20150350445 | SYSTEM AND METHOD FOR CONTACT CENTER ROUTING OF A CUSTOMER BASED ON MEDIA CAPABILITIES - A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping. | 12-03-2015 |
20150350440 | MECHANISM FOR WORK ASSIGNMENT IN A GRAPH-BASED CONTACT CENTER - A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions. | 12-03-2015 |
20150350433 | MECHANISM FOR ADAPTIVE MODIFICATION OF AN ATTRIBUTE TREE IN GRAPH BASED CONTACT CENTERS - A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories. | 12-03-2015 |
20150350432 | MECHANISM FOR AVOIDANCE IN A GRAPH BASED CONTACT CENTER - A mechanism for avoidance of one or more resources for work assignment based on nodes and relationships within an attribute tree of a graph based contact center is described along with various methods and mechanisms for administering the same. Avoidance methods are disclosed that allow an administrator to set up a graph database operable to automatically block work assignment to certain resources based on set rules and conditions. The graph database is additionally designed as a learning system that can adapt and respond to changing rules and conditions over time, including historically successful and unsuccessful interactions, attribute changes for customers and agents, and changes in desired results. Agent matching and customer satisfaction are improved with the avoidance of inappropriate or undesirable resources. | 12-03-2015 |
20150350431 | MECHANISM FOR CREATION AND UTILIZATION OF AN ATTRIBUTE TREE IN A CONTACT CENTER - A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions. | 12-03-2015 |
20150350430 | SYSTEM AND METHOD FOR PROVIDING AGENT ASSISTANCE IN CONTACT CENTERS - A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent. | 12-03-2015 |
20150348050 | HYBRID CLOUD ENCRYPTION METHOD - Contact centers receive work items for processing by resources, such as human or automated agents. Social media has become a popular medium to receive work items and communicate with customers. Legal concerns, such as those focused on customer privacy, may limit gathering and/or storing of certain customer data on resources controlled by the contact center or require the deletion of data collected from a revoked prior authorization. Storing at least some data, such as a token, within a customer's social media website allows a contact center to maintain connections, transactions, or other information related to a customer or a specific transaction with a customer as long as the customer and/or social media website chose not to delete the token. | 12-03-2015 |
20150347454 | EFFICIENT STATE CHANGE SUPPORT FOR HIERARCHICAL DATA MODELS IN A VIRTUALIZED SYSTEM - Methods, systems and computer readable media for efficient state change support for hierarchical data models in a virtualized system are described. In some implementations, the method can include determining a system status including a system-level bit masked word having a plurality of bits, each bit corresponding to a status of a different hierarchical level of the system, and receiving a change notification. The method can also include querying an entity at a lower hierarchy level if a cascaded state change is identified for that entity. The method can further include continuing to query one or more entities in successively lower hierarchy levels so long as a cascaded state change is identified for a corresponding entity in a lower hierarchy level. The method can also include determining the current status for one or more entities having a changed status. Identifying a cascaded state change can include performing a logical exclusive OR operation on a previous status bit masked word and a current status bit masked word of an entity. | 12-03-2015 |
20150347421 | GRAPH DATABASE FOR A CONTACT CENTER - A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. The graph database enables previously discrete contact center components such as work assignment components, reporting components, work force management components, forecasting components, and the like to operate in a seamless and integrated manner. | 12-03-2015 |
20150341391 | SYSTEMS AND METHODS FOR SERVING APPLICATION SPECIFIC POLICIES BASED ON DYNAMIC CONTEXT - Methods, systems and computer readable media for serving application specific policies based on dynamic context are described. In some implementations, the method can include determining a dynamic authentication context for a user including one or more access credentials, and authenticating the access credentials. The method can also include determining an indication of a need for a service-based policy, and generating a dynamic service-based policy based on the dynamic authentication context and an application. The method can further include providing the dynamic service-based policy to the application, and monitoring for a change in the dynamic authentication context. The method can also include updating the dynamic service-based policy. | 11-26-2015 |
20150341312 | FIREWALL TRAVERSAL FOR WEB REAL-TIME COMMUNICATIONS - The system and method monitor a secure Web Real Time Communication (WebRTC) session between browsers. To do so, a WebRTC application receives a first WebRTC offer with a fingerprint of a first browser to establish a secure communication session. The WebRTC application sends session information and the fingerprint of the first browser to a media relay. The WebRTC application receives a fingerprint of a media relay. A second WebRTC offer with a fingerprint of the media relay is sent to a second browser. An answer to the second WebRTC offer is received. Session information and the fingerprint of the second browser are sent to the media relay so the media relay can decrypt the secure communication session. The first WebRTC offer is answered. A secure communication session is established via the media relay using the fingerprints. The media relay, based on the fingerprints, can monitor the secure communication session. | 11-26-2015 |
20150334233 | METHOD AND SYSTEM FOR DETERMINING OCCUPANCY OF RESOURCES IN A MULTIMODAL CONTACT CENTER - A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts. | 11-19-2015 |
20150326722 | CONTACT CENTER REPLAY - Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken. | 11-12-2015 |
20150326621 | ON-DEMAND ROBOT ACQUISITION OF COMMUNICATION FEATURES - Methods, devices, and systems are provided that determine required communications features to be used in a communication session and provide participants of the communication session with an identification of the required communications features. When a communication device used by the participant does not include one of the required communications features, the user is provided access to those features, based on compatibility. When a communication device is found to be compatible, the communication device accesses the features by running communications applications having the required communications features. | 11-12-2015 |
20150324805 | PUBLIC NON-COMPANY CONTROLLED SOCIAL FORUM RESPONSE METHOD - Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily. | 11-12-2015 |
20150324727 | STAFF WORK ASSIGNMENT AND ALLOCATION - Correctly staffing retail settings is a challenge. While calendar based staffing decisions, such as increasing staffing for a holiday sale, may provide high-level staffing recommendations. The activities of customers may be monitored to provide a more granular staffing allocation. Customers who, for example, spend a certain duration of time within one portion of the retail setting may be determined to indicate a need for assistance and a staff member of the retail setting allocated to assist the customer or customers within an area with a spike in customer activity. Similarly, customers who indicate a desire to purchase an item requiring certain staff skills (e.g., verify customer identity, complete legal documents, lift heavy items, etc.) may be detected and an appropriate staff member allocated. As a result, the customer may receive assistance from staff members having the required skills to complete their purchase. | 11-12-2015 |
20150319307 | IDENTIFYING ESCALATION EVENTS IN COMMUNICATION SESSIONS - Embodiments provide communication session analysis and intervention methods and systems. Exemplary methods include monitoring a communication session conducted by a first customer service agent, providing script items to the first customer service agent, receiving session information associated with the communication session, identifying an escalation event in the session information, during the communication session, using on one or more predetermined communication criteria, and inviting a second customer service agent to join the communication session, in response to the escalation event. | 11-05-2015 |
20150319305 | SPEECH ANALYTICS: CONVERSATION TIMING AND ADJUSTMENT - Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base. | 11-05-2015 |
20150304492 | COMMUNICATIONS ARBITRATOR - Content of a communication session, such as a voice communication between a user and an agent of a contact center is monitored. A keyword, a phrase, an emotion, or a gesture related to a topic in the monitored content of the communication session is identified. A rule based on the identified the monitored content is applied. In response to applying the rule based on the monitored content, one or more topic suggestions are identified and presented to the user. For example, the rule can detect that the agent changed the discussion from a first topic to a second topic. In response to the agent discussing the second topic, the user is presented with two topics suggestions for the two topics. The user can select one of the topic suggestions to focus the agent on a specific topic suggestion. The selected topic suggestion along with discussions options are then displayed to the agent. | 10-22-2015 |
20150304379 | PROVIDING WEB REAL-TIME COMMUNICATIONS (WebRTC) MEDIA SERVICES VIA WebRTC-ENABLED MEDIA SERVERS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Providing Web Real-Time Communications (WebRTC) media services via WebRTC-enabled media servers, and related systems, methods, and computer-readable media is disclosed herein. In one embodiment, a system for providing WebRTC media services comprises a WebRTC-enabled media server including a scripting engine, a WebRTC functionality provider, and a control application programming interface (API). The WebRTC-enabled media server is configured to receive, from a WebRTC application server, a stream establishment application, and to establish, via the stream establishment application, a plurality of WebRTC interactive flows associated with a corresponding plurality of WebRTC clients. The WebRTC-enabled media server is also configured to apply a media service to one or more of the plurality of WebRTC interactive flows to generate one or more media server flows, and provide the media server flows to one or more of the plurality of WebRTC clients. The WebRTC-enabled media server may thus provide functionality via familiar WebRTC control interfaces. | 10-22-2015 |
20150304359 | APPLICATION OF ENTERPRISE POLICIES TO WEB REAL-TIME COMMUNICATIONS (WebRTC) INTERACTIVE SESSIONS USING AN ENTERPRISE SESSION INITIATION PROTOCOL (SIP) ENGINE, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Application of enterprise policies to Web Real-Time Communications (WebRTC) interactive sessions using an enterprise Session Initiation Protocol (SIP) engine, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method comprises receiving, by session token converter of enterprise device, an incoming WebRTC session description token. The method comprises generating, by session token converter, outgoing SIP request message. The method comprises sending, by session token converter, outgoing SIP request message to enterprise SIP engine and applying, by enterprise SIP engine, enterprise policies based on outgoing SIP request message. The method comprises, responsive to applying enterprise policies, sending incoming SIP request message to enterprise device. The method comprises converting, by session token converter, incoming SIP request message into outgoing WebRTC session description token, and sending outgoing WebRTC session description token to a target device. | 10-22-2015 |
20150304288 | SYSTEM AND METHOD FOR END-TO-END ENCRYPTION AND SECURITY INDICATION AT AN ENDPOINT - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for implementing real-time transport control protocol to obtain an end-to-end encryption and security status of a communication session. The system collects real-time transport control protocol messages associated with a communication session, wherein the real-time transport control protocol messages are generated by devices in the communication session, and wherein the real-time transport control protocol messages include security information associated with the communication session. Then, based on the real-time transport control protocol messages, the system determines a security status associated with the communication session. The system can also generate an indication of the security status associated with the communication session. Further, the system can generate an indication of the security status of a communication session on a per participant basis. | 10-22-2015 |
20150302868 | CONVERSATION QUALITY ANALYSIS - Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking. The method further provides determining a characterization for quality of the conversation based on gaps between turns of the first plurality of turns and turns of the second plurality of turns. | 10-22-2015 |
20150302499 | KIOSK ESCALATION - Automated kiosks are often provided in retail settings to provide a convenient and cost-effective means to assist customers of the retail setting and as an alternative or supplement to human agents. Kiosks may work well for certain customers and actions, however, the customer and/or kiosk may fail to effectively interact with each other and leave the customer dissatisfied with the interaction. By determining a meta-meaning associated with a customer's actions with a kiosk, the kiosk may be able to determine whether an agent should be summoned to assist the customer. For example, a customer may be using the kiosk for an unusually long time. In response, an available agent may be notified and approach the customer to offer their assistance; without the customer explicitly requesting such assistance. As a benefit, the retail setting may appear more in-touch with the needs of the customer. | 10-22-2015 |
20150296029 | NETWORK SERVICE TYPE AND MODE ADVERTISEMENT - Methods, systems and computer readable media for network service type and mode advertisement are described. In some implementations, a method can include providing a network service having a service mode and a service type, and generating a network service advertisement message including a service identifier, a service mode portion and a service type portion. The method can also include populating the service mode portion with a first value corresponding to a service mode of the network service and populating the service type portion with a second value corresponding to a service type of the network service. The method can further include forwarding the network service advertisement message from a first system to one or more other systems via a network. | 10-15-2015 |
20150287062 | PERSONALIZED CUSTOMER SURVEYS - In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session. | 10-08-2015 |
20150287043 | NETWORK-BASED IDENTIFICATION OF DEVICE USAGE PATTERNS THAT CAN INDICATE THAT THE USER HAS A QUALIFYING DISABILITY - The present disclosure is directed to a method, instructions and system to collect accommodation and/or impairment-related information associated with one or more computational devices associated with a user, determine, based on the collected accommodation and/or impairment-related information, that the user potentially requires accommodation of an impairment and/or disability, and perform an action associated with the determination that the user potentially requires accommodation of an impairment and/or disability. | 10-08-2015 |
20150287039 | LIVE ASSIST - Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance. | 10-08-2015 |
20150281451 | SYSTEM AND METHOD TO DETECT AND CORRECT IP PHONE MISMATCH IN A CONTACT CENTER - System and method to detect misconfiguration in a contact center, the method including: assigning, by a processor coupled to a memory, a workstation IP address to an agent workstation in the contact center; receiving a workstation login request from an agent; associating the workstation IP address to the agent; receiving an application program login request from an agent; extracting a source IP address for the application program login request; comparing the workstation IP address to the source IP address for the application program login request; and allowing agent access if the workstation IP address matches the source IP address for the application program login request. | 10-01-2015 |
20150271169 | AUTHENTICATION OF CLIENT DEVICES IN NETWORKS - Implementations relate to authentication of end devices in networks. In some implementations, a method includes receiving identity information at an edge configuration device from an end device via a connection, where the identity information identifies the end device or one or more users associated with the end device. A request is sent from the edge configuration device to an access control server connected to the network in response to receiving the identity information, where the request requests authentication for the end device. Authentication is received at the edge configuration device from the access control server for the end device to connect to a network connected to the edge configuration device. | 09-24-2015 |
20150271022 | CONFIGURATION OF NETWORKS USING CLIENT DEVICE ACCESS OF REMOTE SERVER - Implementations relate to configuration of networks using client device access of a remote server. In some implementations, a method includes requesting a management server from an end device for shortest path bridging (SPB) configuration information for the end device to communicate on an SPB network, where the end device communicates with the management server over a non-SPB connection. The SPB configuration information is received from the management server, and the SPB configuration information is sent to an edge configuration device connected to the end device, where the SPB configuration information causes configuration of the edge configuration device to allow communication of the end device on the SPB network. | 09-24-2015 |
20150271017 | CONFIGURATION OF NETWORKS USING SWITCH DEVICE ACCESS OF REMOTE SERVER - Implementations relate to configuration of networks using switch device access of a remote server. In some implementations, a method includes sending a request from an edge configuration device to an access control server, where the request requests shortest path bridging (SPB) configuration information for a detected end device connected to the edge configuration device, and where the edge configuration device is connected to an SPB network. The method receives at the edge configuration device the SPB configuration information for the end device from the access control server. The edge configuration device is configured to provide the end device access to the SPB network. | 09-24-2015 |
20150271016 | CONFIGURATION OF NETWORKS WITH SERVER CLUSTER DEVICE - Implementations relate to configuration of networks with a server cluster device. In some implementations, a method includes receiving shortest path bridging (SPB) configuration information at one or more of two peer server devices provided in a server cluster having a communication link connecting the peer server devices, where the server cluster is connected to a network and is detectable as a single logical server by a network device on the network. The information is sent from each receiving peer server device to the other peer server device over the communication link, where the information is related to the received SPB configuration information. Network configurations are synchronized on the two peer server devices based on the information sent over the communication link. | 09-24-2015 |
20150221299 | SPEECH ANALYTICS WITH ADAPTIVE FILTERING - Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing. | 08-06-2015 |
20150215463 | AGENT RATING PREDICTION AND ROUTING - An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources. | 07-30-2015 |
20150215290 | ENHANCING PRIVACY BY OBSCURING TRAVERSAL USING RELAYS AROUND NETWORK ADDRESS TRANSLATOR (TURN) CONNECTIONS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Enhancing privacy by obscuring Traversal Using Relays around Network Address Translator (TURN) connections, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method comprises obtaining, by a TURN client, one or more candidate addresses comprising a TURN relayed transport address of a TURN server. The method further comprises generating a camouflaged candidate list, based on the candidate addresses, in which the TURN relayed transport address is obscured; generating a connection setup message comprising the camouflaged candidate list; and sending the connection setup message to a TURN peer executing on a computing device. In another embodiment, a method comprises receiving, by a TURN server, a request for a provision of a first TURN service from a TURN client to connect to a TURN peer. The method further comprises masking a presence of the TURN server to the TURN peer, and relaying communications based on the masking. | 07-30-2015 |
20150208029 | COORDINATED VIDEO-PHONE OVERLAY ON TOP OF PC DESKTOP DISPLAY - Disclosed is a system and method for rendering a video from a video phone system to a monitor associated with a computing device such a PC. A chroma-key color is utilized to define a video window in the monitor and the video phone system will overlay video content in the window. A mouse pointer will continue to be visible even when it is in the video overlay location and continue to be able to manipulate and control content in the monitor, including the video layout. | 07-23-2015 |
20150207937 | SYSTEMS AND METHODS FOR MULTICHANNEL ROUTING OF WORK ITEMS IN A CONTACT CENTER - A multichannel routing system for multichannel routing administration is disclosed. The multichannel routing system includes a data mining module configured to gather a plurality of profiles of agents and a plurality of parameters associated with one or more incoming work items. The multichannel routing system further includes a monitor module configured to monitor current status of the agents and priority of the incoming work items. The multichannel routing system further includes an analysis module configured to generate a multiplicity configuration of the agents based on the monitored current status of the agents and the priority of the incoming work items. The multichannel routing system further includes an assignment module configured to assign a plurality of media channels to the agents based on the generated multiplicity configuration, wherein the assignment of the media channels enables the multichannel routing administration. | 07-23-2015 |
20150207935 | SETUP APPLICATION FOR GENERATING CUSTOM CODE - Contact centers often employ a number of in-memory processes as one means of providing fast and efficient data processing. In-memory processes produce messages for reports or as inputs to other processes. While every available message producing option may be turned on, the processing overhead may be burdensome on even the most powerful computing platforms. As a result, contact centers selectively activate the production of messages. Furthermore, errors and/or inefficiencies may exist when a message produced is either not used or not producing the message content expected. Similarly, messages may be expected but the production of such a message has not been enabled and/or has been disabled, possibly inadvertently. By being able to apply a semantic level change, which in turn is mapped to individual reporting elements of reporting objects, the reporting objects may be modified and/or optimized to produce the desired data without requiring a programming to manually implement such changes. | 07-23-2015 |
20150206092 | IDENTIFICATION OF MULTI-CHANNEL CONNECTIONS TO PREDICT ESTIMATED WAIT TIME - Contact centers handle contacts from any number of channels. One agent may be simultaneously handling several chats, emails, or other messages. Customers behind the contact often want to know how long of a wait time they are likely to experience before an agent begins to address their inquiry. Herein, techniques are provided whereby contacts currently, and/or enqueued, for one or more agents are examined to determine an estimated effort for each task. One message may represent a number of tasks each having an associated time estimate. Furthermore, messages from one channel may be more time consuming than messages from another channel. Such factors, and others, are considered and the customer may then be notified of an estimated wait time and, optionally, notified if another channel may provide a more expeditious option. | 07-23-2015 |
20150201073 | INTELLIGENT/SELECTIVE COVERAGE MECHANISM - Disclosed is a system and method for enabling a caller to specify call coverage and bridging treatment preferences and or directives. The treatment may be specified by using SIP header parameters of an INVITE request associated with the call. The treatment may also be specified by an enterprise communication system, or equivalent, by engaging an Interactive Voice Response (IVR) system to collect a caller's coverage preferences. | 07-16-2015 |
20150201024 | SYSTEM AND METHOD FOR ESTABLISHING A SIP SHARED CONTROL CHANNEL IN MULTIPLE DEVICE ENVIRONMENTS - Disclosed is a system and method for creation of a SIP session between a controlling endpoint and a controlled endpoint. The SIP shared control mechanism sets up a first party control channel between a softclient acting as a CTI application and a controlled endpoint. The use of labels associated with multiple controlled endpoints associated with a user are utilized. | 07-16-2015 |
20150199732 | SYSTEM AND METHOD FOR PROVIDING CUSTOMER SERVICE HELP - Systems, methods, and computer-readable storage media for providing customer service help. The system first receives, from a user device, contact information associated with the user device, wherein the contact information is received via a customer service terminal having a user interface configured to wirelessly receive data from the user device when the user device is within a distance of the customer service terminal. In response to receiving the contact information, the system then identifies a customer service representative associated with the customer service terminal. The system then sends the contact information to a remote device associated with the customer service representative. The customer service representative can then initiate a customer service communication between the user device and the remote device in order to provide customer service help to the user associated with the user device. | 07-16-2015 |
20150195411 | SYSTEM AND METHOD FOR PROVIDING INTELLIGENT AND AUTOMATIC MUTE NOTIFICATION - A communication device is described along with various methods and systems for controlling the same. Methods are provided that monitor audio from a local and remote audio stream when determining whether to provide a mute notification on a muted call. In general, when a mute function of a communication device is active and a user attempts to speak, the system can analyze the user's local audio stream and the call's remote audio stream to determine whether characteristics exist to provide a mute notification to the user. The system provides mechanisms for controlling false positive determinations of speaking through mute by utilizing a combination of recorded characteristics and initiated timers that can be adjusted based on determinations made. | 07-09-2015 |
20150195405 | SYSTEMS AND METHODS FOR MONITORING AND PRIORITIZING METRICS WITH DYNAMIC WORK ISSUE REASSIGNMENT - A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor. | 07-09-2015 |
20150195404 | SYSTEMS AND METHODS OF MANAGING COMPETING BUSINESS GOALS OF A CONTACT CENTER - An optimization system for generating a visual representation of business goals in a contact center is disclosed. The optimization system includes a monitor module configured to monitor current status of the business goals of the contact center. The optimization system further includes a computing module configured to compute values of the business goals and generate the visual representation. The optimization system further includes a drag module configured to enable a user to change value of a business goal from an actual operating value to a desired operating value. The optimization system further includes a display module configured to display modification in values of associated business goals due to the change in the value of the business goal. | 07-09-2015 |
20150189084 | EMERGENCY GREETING OVERRIDE BY SYSTEM ADMINISTRATOR OR ROUTING TO CONTACT CENTER - The system of the present disclosure can determine that one or more of a selected person and communication device of the selected person has been or may be impacted by an emergency event and, in response, change one or more of the following: a greeting message provided to a contactor, a status of the selected person, and a communication event treatment of an inbound communication event from the contactor to the selected person and/or communication device to notify the contactor of an impact or potential impact of the emergency event on the selected person and/or communication device and/or service the inbound communication event notwithstanding the impact of the emergency event on the selected person and/or communication device. | 07-02-2015 |
20150188902 | CONTROLLING ACCESS TO TRAVERSAL USING RELAYS AROUND NETWORK ADDRESS TRANSLATION (TURN) SERVERS USING TRUSTED SINGLE-USE CREDENTIALS - Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor. | 07-02-2015 |
20150187203 | METHOD AND SYSTEM FOR ALERTING CONTACTEES OF EMERGENCY EVENT - The system of the present disclosure can determine, based on a satellite positioning system-based location of a communication device associated with a selected person and/or presence information associated with the selected person, that the selected person is currently in or will be in an area that has been or may be impacted by an emergency event and, in response, contact a communication device of the selected person to provide information related to the emergency event. | 07-02-2015 |
20150181408 | PREDICTIVE CLIENT VLAN EXTENSION - Methods, systems and computer readable media for predictive client VLAN extension are described. In some implementations, the method can include determining client movement within a wireless network domain. The method can also include predicting one or more next hop access points for the client. The method can further include extending a client network to the one or more next hop access points prior to the client roaming to the one or more next hop access points. | 06-25-2015 |
20150181039 | ESCALATION DETECTION AND MONITORING - Communications in a contact center may utilize one of a number of communications channels. Certain channels may operate at a lower cost or fewer resources while another channel is more secure and/or faster or otherwise better suited for a particular communication. A communication between an agent of a contact center and a customer may initially be on a first channel but during the communication a content indicator that the channel is inappropriate or less desirable than a second channel. Once such an event occurs, the communication on the first channel may be terminated and moved to a second communication channel. | 06-25-2015 |
20150181038 | SYSTEM AND METHOD FOR DRIVING A VIRTUAL VIEW OF AGENTS IN A CONTACT CENTER - A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent. | 06-25-2015 |
20150180919 | ACTIVE TALKER ACTIVATED CONFERENCE POINTERS - Provided herein are system and methods whereby a speaker in a webconference may take control of a pointer that is visible to other participants of the webconference. Speaker detection identifies the speaker, or “active talker,” and then provides, or offers, pointer control to the detected speaker. The speaker may then be able to utilize their client device's input device, such as a mouse, touchpad, or other pointer control mechanism to control a common pointer visible to the other participants of the webconference. The a host of the webconference maintains control of the other aspects of the webconference, as well, administrative control of the pointer and may, for example, rescind pointer assignment given to a particular “active talker.” | 06-25-2015 |
20150180791 | ADAPTIVE MODIFICATION OF CLASS OF SERVICE FOR SUPPORTING BANDWIDTH OVER-ALLOCATION - Disclosed is a system and method for adaptive modification of class of service (DSCP) for supporting bandwidth over-allocation. | 06-25-2015 |
20150180675 | Optimization Of Rules Used For Prevention Of Duplication And Looping Of Multicast Traffic Within A Multi-Homed Cluster Of Backbone edge Bridges In A Shortest Path bridging multicast Network - A method, apparatus and computer program product for prevention of duplication and looping of multicast traffic within a multi-homed cluster of backbone edge bridges is presented. Multicast traffic is received on a first Access device (AD). The multicast traffic is forwarded from the first AD to a first Backbone edge Bridge (BEB). Any available Backbone Virtual Local Area Network (BVLAN) is chosen to forward the multicast traffic into a transport network by the first BEB. The multicast traffic is received at a second BEB from said first BEB. A determination is made whether a nickname in a packet of the multicast traffic is a nickname of the first BEB and when the nickname in the packet matches a nickname of the first BEB then abstaining from making copies of said packet for said first AD and said second AD. | 06-25-2015 |
20150178660 | SYSTEM AND METHOD FOR AUTOMATED OPTIMIZATION OF OPERATIONS IN A CONTACT CENTER - A skill finding system for automated administration of employee's skills in an enterprise is provided. The skill finding system includes a selection module configured to select at least one employee of the enterprise for skill mutation from an employee database. The skill finding system further includes a mutation module configured to mutate at least one attribute of skill of the selected at least one employee based on predefined mutation rules. The skill finding system further includes an update module configured to terminate or retain the mutated at least one attribute of skill from the employee database based on at least one performance feedback of the selected employee and level of mutation in the selected employee's at least one attribute of skill. | 06-25-2015 |
20150178260 | MULTI-LAYERED PRESENTATION AND MECHANISMS FOR COLLABORATING WITH THE SAME - Webconferences are streamed presentations generally containing video and audio portions. Layering the visual aspects of the presentation allows the streamed content to be displayed on a background layer. Embodiments are provided by which a captured image is created of a particular scene. The image is held on the display for a viewer to annotations. The image is presented in a layer on top of the background layer thereby freezing a live presentation. When the user has completed their annotations, the next scene is displayed and additional annotations may be applied to the next scene. A composite presentation file may then be saved at the end of the webconference containing local annotations and/or public presentation material. Alternatively, the layer with the captured image is hidden and live content of the background image redisplayed. | 06-25-2015 |
20150163361 | INBOUND CONTACT CENTER CALL DISCONNECT BUFFER - A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time. | 06-11-2015 |
20150163358 | NATURAL LANGUAGE PROCESSING (NLP) AND NATURAL LANGUAGE GENERATION (NLG) BASED ON USER CONTEXT FOR ENHANCED CONTACT CENTER COMMUNICATION - Contact centers may incorporate automated agents to respond to inquiries. The inquiries may solicit a substantive response, for example, by providing a time when the inquiry asks for the departure time for a flight. Such responses omit the normal conversational subject matter used to embellish person-to-person conversations and appear are very machine-like. Herein, a source of user context, such as a social media website, customer database, or other data, is accessed. Certain aspects of the customer may then be identified and used to embellish the reply with additional and/or alternative content. As a result, the reply may be more conversational. | 06-11-2015 |
20150161216 | ANTI-TRENDING - An automated system for message analysis whereby messages within a given category may be identified and processed as a category connote. While a domain of messages may be monitored and processed in the due course of business, connote message are different. For example, a number of messages may fall into a domain of “poor airline food.” Such messages may be processed in the due course of business. However, a message with a different aspect, such as, “I found glass in my food,” may be initially identified as begin within the domain of “poor airline food,” and processed further to distinguish the message as being a connote with regard to the “poor airline food” category and warranting special handling. | 06-11-2015 |
20150156630 | SECURING mDNS IN ENTERPRISE NETWORKS - Methods, systems and computer readable media for securing mDNS in enterprise networks are described. In some implementations, the method can include authorizing one or more service advertisements and validating one or more service advertisements. The method can also include adding one or more information details to a record associated with an advertised service. | 06-04-2015 |
20150156458 | METHOD AND SYSTEM FOR RELATIVE ACTIVITY FACTOR CONTINUOUS PRESENCE VIDEO LAYOUT AND ASSOCIATED BANDWIDTH OPTIMIZATIONS - Disclosed is a system and method for calculating a relative activity factor from a plurality of endpoints in a video conference to affect display layout during the video conference. | 06-04-2015 |
20150148019 | METHODS AND SYSTEMS TO ENSURE THAT THE USER OF A TOUCH OR KEYPAD OPERATED DEVICE WITHIN A MOVING VEHICLE MUST USE TWO HANDS FOR DEVICE OPERATION - Systems and methods are directed to configuring a portable electronic device such that a user of the portable electronic device is required to use two hands to operate the portable electronic device. In some configurations, the portable electronic device determines whether the portable electronic device is moving at a rate of speed that is greater than a predetermined threshold before requiring the user to use two hands. Alternatively, or in addition, a function, feature, and/or application of the portable electronic device may be inhibited such that two hands are required. Once the portable electronic device determines that the user is using two hands, an operation, feature, function, and/or application may then be enabled although still be inhibited. | 05-28-2015 |
20150142933 | SELF-CONFIGURING DYNAMIC CONTACT CENTER - A self-configuring dynamic contact center including a plurality of resources, each resource associated with a set of attributes, a plurality of dynamic switches connected to the resources, a dynamic controller connected to the dynamic switches and configured to control the operation of the dynamic switches, and a routing engine connected to the dynamic controller. The routing engine is configured to utilize the dynamic controller and dynamic switches to determine the states of network paths between the dynamic switches, and is further configured to determine which of the resources are suitable to handle a contact based on requirements of the contact and the attributes of the resources, to determine which of the suitable resources is an optimal resource based on the requirements of the contact and the states of the network paths, and to utilize the dynamic controller and the dynamic switches to route the contact to the optimal resource. | 05-21-2015 |
20150142527 | ARCHITECTURE FOR A CONTACT CENTER WITH EMULATOR DRIVEN SELF CONTROL LOOP - A contact center control loop system including a traffic generator module configured to produce simulated contact center traffic patterns, an aggregated historical data module configured to store and provide historical contact center data, and a contact center emulator configured to receive, as input, data representing the operational status of the contact center, the simulated traffic patterns from the traffic generator, and the historical data from the aggregated historical data module and to generate forecasts of contact center behavior based on such input. | 05-21-2015 |
20150140981 | METHOD AND SYSTEM TO MANAGE MOBILE DATA NETWORK USAGE FOR VOIP CALLS - A method and system to select an operating mode of a mobile device, the method including: detecting a request for a call; determining by a processor of the mobile device a data usage limit; determining by a processor of the mobile device a cumulative amount of data sent using the data connection during a current billing period; determining, by a processor of the mobile device, an availability of a data connection; and setting a communication mode of the mobile device depending upon the availability of a data connection and a comparison of the cumulative amount of data sent to the data usage limit. | 05-21-2015 |
20150139416 | PSEUDO AGENT MATCHING - Contact centers employ agents to provide services to customers. In particular, artificial agents are provided that have a rich background and continuing life with the realm of social media. The artificial agent's profile is selected in accord with the profiles of current or prospective customers. As the customers age and progress in life, the artificial agent profile is updated in accord with the customers' changing profiles and similarly ages and progresses in life. When a customer desires to interact with artificial agent, for a purpose provided by a contact center, a human agent may be provided the profile and/or history of the artificial agent so as to impersonate the artificial agent and promote the relationship with the customer. | 05-21-2015 |
20150139415 | AGGREGATED MULTI-TOPIC AGENT DESKTOP - A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history. | 05-21-2015 |
20150139409 | CONTACT ADVOCATE - A contact center work assignment engine communication system hosts a multi-functional contact advocate to manage communications and history for customers, including the ability to report issues, provide updates, identify and solve problems, store history, interface with contact center components, including agents and experts, creating a proactive automatic assistant for contact center customers. | 05-21-2015 |
20150139224 | METHOD TO ACHIEVE THE USE OF AN EXTERNAL METRIC AS THE PRIMARY TIE-BREAKER IN INTERMEDIATE SYSTEM TO INTERMEDIATE SYSTEM (ISIS) ROUTE SELECTIONS - A method, apparatus and computer program product for providing the use of an external metric as the primary tie-breaker in ISIS route selections is presented. A set of routes are identified that are to be advertised by the router as external routes within a network. The routes are advertised by the router using a Type Length Variable (TLV), wherein the TLV contains metric information to be used as a first tiebreaker when selecting routes. The network is running an Intermediate System To Intermediate System (ISIS) protocol. The TLV includes a 32-bit or a 64-bit administrative tag sub-TLV, the TLV comprising TLV#135, TLV#235, TLV#236, and TLV#237. | 05-21-2015 |
20150139045 | CALL TRANSFER WITH NETWORK SPANNING BACK-TO-BACK USER AGENTS - A communication system, method, and components are described. Specifically, a communication system having the ability to facilitate call transfer across a Session Border Controller (SBC) is provided. The transfer is facilitated by an intelligent mapping process performed at the SBC on one or more messages transmitted during a call transfer. | 05-21-2015 |
20150138302 | SYSTEM AND METHOD FOR NOT DISPLAYING DUPLICATE IMAGES IN A VIDEO CONFERENCE - A video conference is established between a first video device and a second video device. The first video device captures a first participant's images in the video conference. The first participant's image is also captured as part of the video conference via the second video device (i.e., there are duplicate images of the first participant's image being captured). The first participant's image is detected as being captured by the first video device and the second video device in the video conference. For example, the duplicate images can be determined based on facial recognition. In response to detecting that the first participant's image is being captured by the first video device and the second video device in the video conference, the process automatically forbears from displaying at least one of the first participant's image captured by the first and second video devices. | 05-21-2015 |
20150135096 | SYSTEM AND METHOD FOR DISPLAYING CONTEXT-AWARE CONTACT DETAILS - Disclosed herein are systems, methods, and computer-readable storage media for displaying context-aware contact details. An example system gathers information associated with behavior of a first user, wherein a list of contacts on a communication system for a second user contains the first user. The system can select, from the information, an information snippet related to a current activity context of one of the first user or the second user. The system displays the information snippet to the second user while the second user interacts with an identifier of the first user in the current activity context. In one variation, the system can further detect a request for information from the second user, and display the information snippet to the second user in response to the request. | 05-14-2015 |
20150134325 | Deep Language Attribute Analysis - Contact centers may benefit from routing messages to agents who have similar, or complementary, attributes as the customer of the message. In a text message, certain message attributes provide artifacts that may be common to one particular customer attribute. Messages containing that particular message attribute provide a derived customer attribute and the message routed accordingly. In addition, agents responding to a customer may be provided with guidance to ensure their response is appropriate for the derived customer attribute of the customer. | 05-14-2015 |
20150133092 | SYSTEM AND METHOD FOR HIGH-QUALITY CALL RECORDING IN A HIGH-AVAILABILITY ENVIRONMENT - System and method to improve quality of a high-availability recording of a media stream, the method including: recording the media stream by at least a first and second recorders at separate network locations, to produce first and second recordings; comparing quality metrics of the first and second recordings; and creating an archival copy of the media stream based upon a comparison of quality metrics. In some embodiments, the method may further include: segmenting the first and second recordings into a respective first and second plurality of coextensive segments; and for substantially each segment of the first plurality of segments: comparing a quality metric of said segment with a quality metric of a corresponding segment from the second plurality of segments; and creating an archival copy of a segment of the media stream based upon a comparison of quality metrics for said segment. | 05-14-2015 |
20150131662 | MULTI-THREADED MULTI-PATH PROCESSING - One or more implementations can include methods, systems and computer readable media for multi-threaded multipath processing. In some implementations, the method can include determining that a next hop for a destination includes a first next hop and a second next hop. The method can also include generating a first packet having a first destination address based on a nickname of a remote switch and on an identifier of a first path. The method can further include generating a second packet having a second destination address based on the nickname of the remote switch and on an identifier of a second path. | 05-14-2015 |
20150131501 | ELASTIC WIRELESS CONTROL PLANE - One or more implementations can include methods, systems and computer readable media for elastic wireless control planes. In some implementations, the method can include evaluating one or more elastic wireless control plane mode factors, and partitioning each of a plurality of access points into one of an active mode group and a sleep mode group based on the evaluating. The method can also include determining a number of wireless control plane instances needed based on the partitioning. The method can further include activating the number of wireless control plane instances and shutting down any excess wireless control plane instances beyond the number. | 05-14-2015 |
20150130892 | METHOD AND SYSTEM FOR VIDEO CONFERENCE SNAPSHOT PRESENCE - Disclosed is a system and method for providing low-frame rate continuous presence for all video participants to a video conference. | 05-14-2015 |
20150128145 | SYSTEM AND METHOD FOR ROUTING WORK REQUESTS TO MINIMIZE ENERGY COSTS IN A DISTRIBUTED COMPUTING SYSTEM - A system for automated routing or work requests is provided. Particularly, a system for routing work requests in a distributed computing system to minimize an energy cost associated with operating the system is provided. A resource utilization module configured to receive resource utilization information; the resource utilization information including indications of utilization corresponding to a plurality of computing resources is disclosed. Furthermore, an energy consumption module configured to receive energy consumption information; the energy consumption information including indications of energy consumption corresponding to the plurality of computing resources is disclosed. Additionally, a routing module configured to route a work request to one of the plurality of computing resources based at least in part on the received utilization information and the received energy consumption information to minimize energy costs of the plurality of computing resources is disclosed. | 05-07-2015 |
20150128058 | SYSTEM AND METHOD FOR PREDICTIVE ACTIONS BASED ON USER COMMUNICATION PATTERNS - Disclosed herein are systems, methods, and computer-readable storage media for identifying, providing, and launching predictive actions, as well as remote device based predictive actions. An example system identifies a communication event such as a calendar event, an incoming communication, an outgoing communication, or a scheduled communication. The system identifies a context for the communication event, and retrieves, based on the context, an action performed by a user at a previous instance of the communication event. The system retrieves the action from a set of actions associated with at least part of the context, and wherein the action exceeds a threshold affinity with the context. The system presents, via a user interface, a selectable user interface object to launch the action. Upon receiving a selection of the selectable user interface object, the system can launch the action. | 05-07-2015 |
20150127709 | PROVIDING RELIABLE SESSION INITIATION PROTOCOL (SIP) SIGNALING FOR WEB REAL-TIME COMMUNICATIONS (WEBRTC) INTERACTIVE FLOWS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Embodiments include providing reliable Session Initiation Protocol (SIP) signaling for Web Real Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for providing reliable SIP signaling for WebRTC interactive flows comprises establishing, via a stateless SIP user agent executing on a first web server, a WebRTC interactive flow between a WebRTC client executing on a computing device and a remote endpoint. The method further comprises receiving, by the WebRTC client, a call state from the stateless SIP user agent, the call state indicating a current state of the WebRTC interactive flow. The method also comprises storing, by the WebRTC client, the call state. In this manner, the call state of the WebRTC interactive flow may be accessible for restoring the WebRTC interactive flow in the event of an unexpected termination of the WebRTC client and/or the stateless SIP user agent. | 05-07-2015 |
20150124954 | STRATEGY PAIRING - A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy. | 05-07-2015 |
20150121250 | PROVIDING INTELLIGENT MANAGEMENT FOR WEB REAL-TIME COMMUNICATIONS (WebRTC) INTERACTIVE FLOWS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Intelligently managing Web Real-Time Communications (WebRTC) interactive flows, and related systems, methods, and computer-readable media are disclosed herein. In one embodiment, a system for intelligently managing WebRTC interactive flows comprises at least one communications interface, and an associated computing device comprising a WebRTC client. The WebRTC client is configured to receive a user input gesture directed to one or more visual representations corresponding to one or more WebRTC users, and determine a context for the WebRTC client based on a current state of the WebRTC client. The WebRTC client is further configured to obtain one or more identity attributes associated with the one or more WebRTC users, and provide one or more WebRTC interactive flows including the one or more WebRTC users based on the context, the user input gesture, and the one or more identity attributes. | 04-30-2015 |
20150120904 | VARIABLE CAPTURE BETWEEN APPLICATIONS - A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application. | 04-30-2015 |
20150120879 | PROVIDING ORIGIN INSIGHT FOR WEB APPLICATIONS VIA SESSION TRAVERSAL UTILITIES FOR NETWORK ADDRESS TRANSLATION (STUN) MESSAGES, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Providing origin insight via Session Traversal Utilities for Network Address Translation (STUN) messages for web applications, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing origin insight for web applications via STUN messages comprises determining an origin identifier for a web application attempting to send a STUN message to a STUN server; generating the STUN message incorporating the origin identifier for the web application; and transmitting the STUN message to the STUN server. In another embodiment, a method for providing STUN services to web applications comprises receiving a STUN message from a web client, and extracting an origin identifier for a web application. Provision of a STUN service to the web application is determined based on the origin identifier. If the STUN service should not be provided, the STUN message is rejected or disregarded; otherwise the STUN message is processed. | 04-30-2015 |
20150120825 | SEQUENTIAL SEGREGATED SYNCHRONIZED TRANSCRIPTION AND TEXTUAL INTERACTION SPATIAL ORIENTATION WITH TALK-OVER - Disclosed is a system and method for sequential segregated synchronized transcript for a multi-party conference. Multiple transcriptions, or their textual streams, are utilized to build segregated, time oriented user interfaces. Horizontally overlapping segments may reflect talk-over of two or more conference participants talking at the same time. | 04-30-2015 |
20150120591 | UNIFIED CONTROL OF EMPLOYEE ACCESS TO EMPLOYER COMMUNICATIONS SYSTEMS DURING PERIODS OF EMPLOYEE FURLOUGH - Unified control of employee access to employer communications systems during periods of employee furlough is disclosed. In one embodiment, a server includes a user interface to receive employee furlough information from a user. This information comprises at least one employee indicia identifying at least one furlough employee and period of furlough. The server includes a communications interface to communicate with a plurality of employer communications systems. The server includes a control system to receive the employee furlough information and determine restricted employer communications systems for the at least one furlough employee. These restricted employer communications systems are determined from among the plurality of employer communications systems based on the received employee furlough information. The control system instructs the restricted employer communications systems to restrict communications access of the at least one furlough employee to the restricted employer communications systems during the period of furlough. | 04-30-2015 |
20150115741 | AC POWER OVER ETHERNET - Methods, systems and computer readable media for providing AC power over a computer network (e.g., Ethernet) are disclosed. | 04-30-2015 |
20150109403 | SELECTIVE RECORDING OF HIGH QUALITY MEDIA IN A VIDEOCONFERENCE - Embodiments disclosed herein provide systems and methods for selectively recording high quality media in a videoconference. In a particular embodiment, a method provides receiving a plurality of video streams from a plurality of videoconferencing clients. The method further provides streaming video at a first quality level for the plurality of video streams to a first videoconferencing client of the plurality of video conferencing clients. At a first point in time while streaming the video, the method provides identifying a first video stream of the plurality of video streams that should be recorded at a higher quality level than the first quality level and recording the first video stream at the higher quality level from the first point in time. | 04-23-2015 |
20150106798 | SHARING DYNAMIC VARIABLES IN A HIGH AVAILABILITY ENVIRONMENT - Methods and systems are provided that utilize compiler technology in identifying changed critical variables in work assignment code that cause synchronization issues between a master system and another server. The identified changed critical variables are shared by the master server in a high availability environment. In general, the sharing of changed critical variables includes sending, via a master system, changed code or critical variables to a receiving system. The receiving system can implement the changed code or critical variables to maintain synchronization with the master system. | 04-16-2015 |
20150103999 | SYSTEM AND METHOD FOR COST-BASED AUTOMATIC CALL DISTRIBUTION WITH STATISTICALLY PREDICTABLE WAIT TIME - System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer. | 04-16-2015 |
20150103995 | SYSTEM AND METHOD FOR PRIORITIZING AGENT INTERVENTION INTO AUTOMATED CUSTOMER ENGAGEMENTS - A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement. | 04-16-2015 |
20150103674 | NETWORK LOOP PREVENTION - Systems, methods and computer readable media for network loop detection and prevention are described. Some implementations can include a computerized method comprising detecting, at a first switch, a loop condition in a network, and generating, at the first switch, a localize loop message having an instance count and a path list. The method can also include setting, at the first switch, the instance count of the localize loop message to a first value, and transmitting, from the first switch, the localize loop message to a second switch. The method can further include detecting, at the second switch, a loop in the network; and sending, from the second switch, a localize loop response message to the first switch. | 04-16-2015 |
20150100940 | SYSTEM AND METHOD FOR PRIORITIZING AND REMEDIATING DEFECT RISK IN SOURCE CODE - Disclosed herein are systems, methods, and computer-readable storage media for identifying and remediating risky source files. An example system configured to practice the method can gather data describing each file in a source code repository, and generate, using a weighted algorithm based on empirical relationships between the data and customer-found defects, a risk score for each file in the source code repository, wherein the weighted algorithm prioritizes factors based on predictiveness of defects. Then the system can generate a list of files having risk scores above a threshold, and make risk-mitigation recommendations based on the risk scores. A file can include a single file or a collection of files such as a module. The system can identify, for each file in the list of files having risk scores above the threshold, a respective risk type, and make the risk-mitigation recommendation for each file based on the respective risk type. | 04-09-2015 |
20150098560 | SYSTEM AND METHOD FOR AUTOMATED ASSIGNMENT OF MONITORING IN A CONTACT CENTER - A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed. | 04-09-2015 |
20150097915 | ADJUSTING VIDEO LAYOUT - Disclosed is a system and method for automatic scaling by a media conferencing unit (MCU) which is responsible for mixing a video stream sent by participant's to a video conference and composing unique layouts and video streams sent back to each participant for viewing. | 04-09-2015 |
20150096375 | DEVICE PROXIMITY DETECTION - The present disclosure is directed to systems and methods that include measuring a luminance; comparing the luminance to a predetermined luminance threshold; and if the luminance is below the predetermined luminance threshold, determining a proximity to an external device. | 04-09-2015 |
20150095582 | Method for Specifying Packet Address Range Cacheability - A method for specifying packet address range cacheability is provided. The method includes passing a memory allocation request from an application running on a network element configured to implement packet forwarding operations to an operating system of a network element, the memory allocation request including a table ID associated with an application table to be stored using the memory allocation. The method also includes allocating a memory address range by the operating system to the application in response to the memory allocation request, and inserting an entry in a cacheability register, the entry including the table ID included in the memory allocation request and the memory address range allocated in response to the memory allocation request. | 04-02-2015 |
20150095420 | SYSTEM AND METHOD TO IDENTIFY SECURE MEDIA STREAMS TO CONFERENCE WATCHERS IN SIP MESSAGING - System and method to send security status notifications within a SIP conference. A SIP conference server receives a from a SIP conference client a request for a SIP NOTIFY message, creates a SIP NOTIFY message including information about security status of a conference resource, and sends the SIP NOTIFY message to all SIP conference subscribers. Subscribers parse the NOTIFY message to find and save security status about individual links or the entire conference. The NOTIFY message may be sent in response to a SUBSCRIBE message or other client request. The security status may include a binary indicator and/or a security protocol. | 04-02-2015 |
20150095267 | TECHNIQUES TO DYNAMICALLY GENERATE REAL TIME FREQUENTLY ASKED QUESTIONS FROM FORUM DATA - Techniques to dynamically generate real time frequently asked questions from forum data are described. In one embodiment, for example, an apparatus may comprise a preprocessor, a validator, a data module, and a list regenerator. The preprocessor may be operative to receive a user entry to a forum and to generate a processed entry. The validator may be operative to receive the processed entry, to receive an accuracy rating for the processed entry from a data module, and to forward the processed entry for inclusion in an existing frequently-asked-questions (FAQ) list based on the accuracy rating and rules. The data module may be operative to receive the processed entry and to determine the accuracy rating of the processed entry. The list regenerator may be operative to receive the processed entry and to regenerate the existing FAQ list into an updated FAQ list including the processed entry. Other embodiments are described and claimed. | 04-02-2015 |
20150095081 | STACKABLE STRATEGIES - A contact center is provided with the ability to easily modify, change, append, delete, or create new strategies. Contact center strategies are provided with the ability to be stacked on one another, thereby creating a combination strategy. The combination strategy may hierarchically represent and perform the individual strategies that constitute the combination strategy. Moreover, individual strategies can be removed, added, or replaced with other individual strategies, thereby providing a simple and efficient way for changing the behavior of the combination strategy. | 04-02-2015 |
20150092938 | METHOD, APPARATUS, AND SYSTEM FOR PROVIDING RIPPLE REDUCTION USING NEAR TERM SIMULATION FOR OPTIONAL SEQUENCING - A contact center is described along with various methods and mechanisms for administering the same. A ripple reduction mechanism is disclosed that provides an interval and evaluates and matches work items that come in until the interval expires. Once the interval expires, the ripple reduction mechanism in concert with a work assignment engine may finalize matches and optimally assign work items to minimize or eliminate a ripple effect. | 04-02-2015 |
20150092934 | SYSTEM AND METHOD FOR COORDINATED CALL-BACK REVOCATION - System and method to revoke call-back requests, the method including: transmitting a plurality of communication requests from a caller to one or more callees; determining mootness of a request for a call-back from at least some of the callees; initiating, by use of a single command, a plurality of call-back cancellation requests to the at least some of the callees; and transmitting one or more call-back cancellation requests to the at least some of the callees. The method may further include determining a characteristic shared by the communication requests to the at least some of the callees. Determining a characteristic may include determining subject matter from message content, metadata, or sending time of the communication requests. The request for a call-back is determined by the caller or inferred by a callee. Call-back cancellation may include removal of a call indication from a notification list of the callee. | 04-02-2015 |
20150092592 | ENABLING ENCAPSULATION IN NETWORKS - Embodiments generally relate to enabling encapsulation in networks. In one embodiment, a method includes receiving a message from an edge configuration device, wherein the message contains shortest path bridging (SPB) configuration information. The method also includes performing provider backbone bridge (MAC-in-MAC) encapsulation in response to receiving the message. | 04-02-2015 |
20150091815 | Method and Apparatus to Support Visually Impaired Users of Touchscreen Based User Interfaces - A system and method for providing an assistive adjunct for blind and low vision users is described. Specifically, the contact between a telescoping stylus and a touchscreen may be detected, where the stylus is capable of providing two or more footprints. When the stylus is touched lightly to a touchscreen, only the tip of the innermost tube makes contact with the touchscreen, thereby triggering a first response. If the user presses down on the stylus to cause the innermost tube to collapse into a middle tube until the center tube and the middle tube both touch the touchscreen, this additional contact is detected by the device thereby triggering a second response. Additional pressure on the stylus can cause all three tubes to make contact with the touchscreen, thereby causing yet another detectable contact and triggering a third response. | 04-02-2015 |
20150089046 | PROVIDING NETWORK MANAGEMENT BASED ON MONITORING QUALITY OF SERVICE (QOS) CHARACTERISTICS OF WEB REAL-TIME COMMUNICATIONS (WEBRTC) INTERACTIVE FLOWS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Embodiments include providing network management based on monitoring Quality of Service (QoS) characteristics of Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for providing network management based on monitoring QoS characteristics of WebRTC interactive flows is provided. The method comprises obtaining, by a QoS acquisition agent of a WebRTC client executing on a computing device, a WebRTC interactive flow QoS characteristic that indicates a quality of a WebRTC interactive flow over a network. The method further comprises communicating, by the QoS acquisition agent, the WebRTC interactive flow QoS characteristic to a QoS monitoring agent external to the WebRTC client. The method additionally comprises initiating, by the QoS monitoring agent, a network management task based on the WebRTC interactive flow QoS characteristic. In this manner, QoS characteristics may be collected and correlated in order to optimize a user's WebRTC experience. | 03-26-2015 |
20150088784 | SYSTEM AND METHOD OF MESSAGE THREAD MANAGEMENT - Disclosed herein are systems, methods, and computer-readable storage device for managing message threads. An example system configured to practice this method can first identify a usage pattern of a user interacting with a message thread. Next, based on that usage pattern, the system can analyze messages in the message thread to identify a high-priority message. Then the system highlights the high-priority message when the system renders the message thread on a display. The messages can be email messages, text messages, instant messages, etc. The system can further associate the high-priority message with a repository, and grant a repository user, access to the high-priority message. | 03-26-2015 |
20150085733 | Link-local multicast in WLAN Deployments - Some implementations can include a method including reserving a range of multicast addresses for handling link-local multicasts and generating a multicast group within the range for each VLAN. The method can also include subscribing at an access point to a corresponding multicast group for a VLAN when a client associates with the access point, and tunneling link local multicast traffic from the client to a WSP component via an access tunnel. The method can further include forwarding the link local multicast traffic from the WSP component to subscribing access points. | 03-26-2015 |
20150074170 | SYSTEM AND METHOD FOR MANAGING AGENT SCHEDULES IN A CONTACT CENTER - A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction. | 03-12-2015 |
20150073775 | UNSPOKEN SENTIMENT - The sentiment of a message may not be obtainable from the message itself. However, many messages have an associated context that provides information useful in determining the sentiment of a message. Messages may include links to other resources, such as graphics or videos, which in turn include titles, comments, viewer ratings or other attributes that may provide a sentiment of the message. | 03-12-2015 |
20150073774 | Automatic Domain Sentiment Expansion - Methods and systems for automatically extending a sentiment dictionary are provided. Starting with an initial set of elements (e.g., words, emoticons, etc.) having a known sentiment, messages can be analyzed for words frequently appearing in association with such words. As a result the frequently appearing words may then be associated with a sentiment and used to help determine the sentiment of a message. | 03-12-2015 |
20150071428 | MANAGING TRANSACTION COMPLEXITY IN A CONTACT CENTER - A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact. | 03-12-2015 |
20150071418 | TECHNIQUES FOR TOPICAL CUSTOMER SERVICE MENU RECONFIGURATION BASED ON SOCIAL MEDIA - Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed. | 03-12-2015 |
20150071415 | AUTO-DETECTION OF ENVIRONMENT FOR MOBILE AGENT - An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work. | 03-12-2015 |
20150067817 | FIREWALL TRAVERSAL DRIVEN BY PROXIMITY - Disclosed is a system and method enabling a mobile device to establish a communication channel with a device residing in the corporate network and in close physical proximity, without the requirement for a direct high speed network connection between the mobile and corporate devices. The system and method allow the mobile device tot maintain its existing network connection, with no special user/network credential access. The system and method enable an improved security control over the traffic that is transferred between the devices as these are filtered and controlled through a Firewall Traversal pairing server and not directly between devices. | 03-05-2015 |
20150065215 | SYSTEM AND METHOD FOR OPTIMIZING ALLOCATION OF RESOURCES IN ELECTRONIC GAMES - A resource allocation system for optimizing the allocation of resources in electronic games is provided. The resource allocation system includes a consumer attribute collection module configured to collect one or more consumer attributes associated with a consumer of an electronic game. The resource allocation system includes a consumer profile compilation module configured to describe the consumer by the one or more consumer attributes to produce a consumer profile. The resource allocation system includes a resource allocation module configured to allocate a resource of the electronic game to the consumer based on the consumer profile and one or more strategy rules. | 03-05-2015 |
20150063556 | WORK ASSIGNMENT WITH BOT AGENTS - A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors. | 03-05-2015 |
20150063117 | Tunnel Keep-alive Timeout Mechanism Based On Quality of Service (QoS) Value of Received Keep-alive Messages - A method, apparatus and computer program product for providing a variable tunnel keep-alive interval is presented. A tunnel keep-alive packet for a first tunnel is received at a first switching device. A Quality of Service (QoS) value of the keep-alive packet ishcekce. A determination is made regarding whether the QoS value corresponds to a QoS value of network control traffic, and when the QoS value of the keep-alive packet is lower than the QoS value of the network control traffic then a value of a tunnel keep-alive interval is increased. | 03-05-2015 |
20150058492 | MANAGEMENT OF NETWORK IMPAIRMENT BY COMMUNICATION ENDPOINTS - A communication session is established between a first communication endpoint and a second communication endpoint. A determination of a network condition is made, such as determining a type of network impairment. In response to determining the network condition, a message is sent to the second communication endpoint that requests the second communication endpoint to change a process for sending packets in the communication session. The process for changing packets can include: having the second communication endpoint send the same packets in the communication session at least twice; having the second communication endpoint use a different packet priority value for the communication session; having the second communication endpoint switch from a connection oriented protocol to a connectionless protocol for the communication session; and having the second communication endpoint switch from the connectionless protocol to the connection oriented protocol for the communication session. | 02-26-2015 |
20150058418 | PROVIDING DATA RESOURCE SERVICES WITHIN ENTERPRISE SYSTEMS FOR RESOURCE LEVEL SHARING AMONG MULTIPLE APPLICATIONS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Providing data resource services within enterprise systems for resource level sharing among multiple applications, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method for providing a data resource service within an enterprise system is provided. The method includes receiving a user data request from a web application having application logic located outside of an enterprise system to access user data stored in memory within the enterprise system. The method further includes accessing the user data stored in the memory within the enterprise system in response to the user data request from the web application. The method also includes providing access to the user data stored in the memory within the enterprise system to the web application in response to the user data request. | 02-26-2015 |
20150055772 | FACILITATING A CONTACT CENTER AGENT TO SELECT A CONTACT IN A CONTACT CENTER QUEUE - The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling. | 02-26-2015 |
20150052208 | INVOCATION OF SEQUENCED APPLICATIONS BASED ON DYNAMIC PARAMETERS - Systems and methods are described for selecting applications for incorporation into an application sequence. The selected applications provide one or more features to a communication session and the order of applications selected for the application sequence depends, at least in part, on one or more dynamic parameters. The consideration of dynamic parameters for application sequencing provides a more flexible alternative to traditional application sequencing based on static parameters, like user identities. | 02-19-2015 |
20150049885 | PAIRWISE AUDIO CAPTURE DEVICE SELECTION - Embodiments disclosed herein provide systems and methods for pairwise audio capture device selection. In a particular embodiment, a method provides capturing audio information via a plurality of audio capture device pairs, wherein each audio capture device pair comprises a first audio capture device and a second audio capture device. Based on the audio information, the method provides determining a difference in audio energy between audio captured by the first and second audio capture devices for each of the plurality of audio capture device pairs. The method further provides selecting an audio capture device pair of the plurality of audio capture device pairs based on the audio capture device pair having the largest difference in audio energy. | 02-19-2015 |
20150046790 | OVERLAY OF PRIVATE DATA ON WEB PAGES - A connection is made to a first web page. Content of the first web page is displayed to the first user. Information about the first web page is received from the first user. A view of the first web page is modified and presented to the first user based on the information. The information is not sent to the web server associated with the first web page. Instead, the information is stored in a location that is associated with an organization that is associated with the first user. The organization is not associated with the web server. A connection is made to the first web page based on input from a second user. The second user is also associated with the organization. Based on the second user being associated with the organization, the stored information is retrieved and presented to the second user. | 02-12-2015 |
20150043727 | Method and system to determine and employ best contact opportunity - Contact centers, such as outbound call centers, are provided with means by which they may attempt to contact individuals at a time and via a channel preferred by the contact. A history of prior contact interactions is used as one means to establish a preferred contact time and channel. With a preferred contact time and/or channel established, the contact center may attempt to reach the contact with a decreased likelihood of the attempt being consider a nuisance. | 02-12-2015 |
20150043726 | CONDITIONAL ATTRIBUTE MAPPING IN WORK ASSIGNMENT - A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment. | 02-12-2015 |
20150039775 | TRACKING THE PROGRESSION OF A COMMUNICATION SESSION - A global identifier is generated based on the initiation of a communication session in a network. The global identifier is sent during the initiation of the communication session. For example, in a Session Initiation Protocol (SIP) INVITE, the global identifier is passed as the communication session progresses across the network. The communication session is logged based on the global identifier in a communication log. A map of the communication session is built from the session log based on the global identifier. The map includes all the elements that were involved with the communication session.
| 02-05-2015 |
20150039760 | REMOTELY CONTROLLING WEB REAL-TIME COMMUNICATIONS (WEBRTC) CLIENT FUNCTIONALITY VIA WEBRTC DATA CHANNELS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Remotely controlling Web Real-Time Communications (WebRTC) client functionality via WebRTC data channels, and related methods, systems, and computer-readable media are disclosed. In this regard, in one embodiment, a method for remotely controlling WebRTC client functionality comprises establishing, by a first WebRTC client executing on a first computing device and a second WebRTC client executing on a second computing device, a WebRTC media channel between the first WebRTC client and the second WebRTC client. The method further comprises establishing, between the first WebRTC client and the second WebRTC client, a WebRTC data channel affiliated with the WebRTC media channel. The method also comprises receiving, by the second WebRTC client, a client control signal originating from the first WebRTC client via the WebRTC data channel. The method additionally comprises, responsive to receiving the client control signal via the WebRTC data channel, modifying a functionality associated with the second WebRTC client. | 02-05-2015 |
20150039747 | COMMUNICATION DEVICE EVENT CAPTURES - A user interaction or a timer event is detected in a communication device. A timestamp is associated with the user interaction or the timer event. In response to detecting the user interaction or the timer event in the communication device, the user interaction or the timer event and the timestamp are stored in a packet log file associated with the communication device. The packet log file can also include a packet trace of packets that are sent to and received by the communication device. This allows the user interactions and/or the timer events to be displayed chronologically in relation to the packets sent to and received by the communication device. | 02-05-2015 |
20150039687 | ACQUIRING AND CORRELATING WEB REAL-TIME COMMUNICATIONS (WEBRTC) INTERACTIVE FLOW CHARACTERISTICS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Embodiments include acquiring and correlating Web Real-Time Communications (WebRTC) interactive flow characteristics, and related methods, systems, and computer-readable media. In one embodiment, a method for acquiring and correlating characteristics of WebRTC interactive flows comprises receiving, by an acquisition agent of a WebRTC client executing on a computing device, a peer connection initiation dialogue for establishing a WebRTC interactive flow. The method further comprises determining, by the acquisition agent, one or more characteristics of the WebRTC interactive flow based on the peer connection initiation dialogue. The method additionally comprises receiving, by a correlation agent, the one or more characteristics of the WebRTC interactive flow from the acquisition agent, and storing the one or more characteristics of the WebRTC interactive flow. The method also comprises correlating, by the correlation agent, one or more stored characteristics, and generating, by the correlation agent, one or more interaction records based on the correlating. | 02-05-2015 |
20150038102 | EMERGENCY REQUEST PRIOR INSIGHT DELIVERY - A communication endpoint is configured to record content which may be audio content, video content, and/or other content and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermine amount of time may be transmitted when the communication session has been established. | 02-05-2015 |
20150032863 | AUTOMATIC CONFIGURATION OF ENDPOINT COMMUNICATION DEVICES TO SET UP A VOIP NETWORK - Implementations relate to automatic configuration of endpoint communication devices to set up a communication network such as a VOIP network. In some implementations, a method includes a server receiving an extension request for device extension from an endpoint communications device connected to a communication network, mapping an identifier for the endpoint communications device to a device extension, and transmitting the device extension to the endpoint communications device. | 01-29-2015 |
20150030152 | METHOD AND SYSTEM FOR DETERMINING CUSTOMER'S SKILL, KNOWLEDGE LEVEL, AND/OR INTEREST - A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item. | 01-29-2015 |
20150009994 | METHOD AND APPARATUS PROVIDING SINGLE-TIER ROUTING IN A SHORTEST PATH BRIDGING (SPB) NETWORK - A method, apparatus and computer program product for providing Virtual Routing and Forwarding (VRF) and gateway Media Access Controller (MAC) distribution is presented. At least one subnet associated with a Layer 2 Virtual Switching Network (L2VSN) is provided on a network device. A message is propagated to a distributed Datapath. Network devices install the message as a routable MAC address on the L2VSN for the Layer 3 Virtual Switching Network/Virtual Routing and Forwarding (L3VSN/VRF) associated with the message. Edge devices route packets on the L2VSN addressed to the gateway MAC address. | 01-08-2015 |
20150009993 | METHOD AND APPARATUS PROVIDING SINGLE-TIER ROUTING IN A SHORTEST PATH BRIDGING (SPB) NETWORK - A method, apparatus and computer program product for providing Virtual Routing and Forwarding (VRF) and gateway Media Access Controller (MAC) distribution is presented. At least one subnet associated with a Layer 2 Virtual Switching Network (L2VSN) is provided on a network device. A message is propagated to a distributed Datapath. Network devices install the message as a routable MAC address on the L2VSN for the Layer 3 Virtual Switching Network/Virtual Routing and Forwarding (L3VSN/VRF) associated with the message. Edge devices route packets on the L2VSN addressed to the gateway MAC address. | 01-08-2015 |
20140372909 | MEETING ROSTER AWARENESS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing meeting roster awareness for participants in a conference. An example system configured to practice this method can first identify participants in a conference, and retrieve, from a source external to the conference, information describing relationships between the participants. Then the system can compute, based on the information, a relationship graph assigning a relationship strength for at least two of the participants. The system provides an indication of the relationship strength to one of the participants, such as providing an indication of relationships of which other participants are not aware. Sources external to the conference can include a social network, a communication history, an organizational chart, a directory, or group membership, for example. | 12-18-2014 |
20140372162 | SYSTEM AND METHOD FOR SMART CONTEXTUAL CALENDARING BASED MEETING SCHEDULING - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for contextual calendaring. Contextual calendaring can schedule meetings with varying states of blocking time slots based on users' behavior with respect to the participants, topics, and tasks or context of the meeting. For example, host H invites A for a meeting with the text “we must demo our ‘one-click video’ on Friday.” The contextual calendaring system knows that A isn't available on Friday, so can prioritize the task for A on Friday relative to the demo participants and schedule a ‘firm hold’ or can suggest an alternative person based on the topic and prior context who is available for the demo. The system can mine context information, and identify, based on the context information, a desired attendee and a priority. The system can place a soft hold on the calendar for the desired attendee based on the priority. | 12-18-2014 |
20140365676 | BANDWIDTH-EFFICIENT ARCHIVING OF REAL-TIME INTERACTIVE FLOWS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Bandwidth-efficient archiving of real-time interactive flows is disclosed herein. Related methods, systems, and computer-readable media are also disclosed. In this regard, in one embodiment, a method for archiving a real-time interactive flow is provided. The method comprises receiving, by a computing device, a real-time interactive flow, and forking the real-time interactive flow at the computing device as an archival stream. The method also comprises streaming the archival stream from the computing device to an archival repository at an adjustable streaming rate. The method additionally comprises measuring a change in a performance characteristic of the real-time interactive flow, and modifying the adjustable streaming rate based on the change in the performance characteristic of the real-time interactive flow. In this manner, a real-time interactive flow may be duplicated in a bandwidth-sensitive fashion while capturing a high-quality archive of the real-time interactive flow. | 12-11-2014 |
20140358874 | COMPRESSION SYSTEM AND METHOD - A plurality of lines of data from a file are stored in a cache. The lines of data typically come from a file that is being compressed. The process gets an additional line of data to compress. Based on a compression level, the additional line of data is compared with the lines of data in the cache to determine if there is a best matched line of data from the plurality of lines in the cache. In response to determining the best matched line of data, the additional line of data is compressed with a first compression algorithm based on the best matched line of data to create a compressed line. The compressed line is written to the file. In response to not determining the best matched line of data, the additional line of data is written to the file. The additional line of data is stored in the cache. | 12-04-2014 |
20140358549 | SYSTEM AND METHOD FOR CONVERSATIONAL CONFIGURATION OF APPLICATIONS - A configuration-file generation system for generating a configuration-file to configure an application for an enterprise is provided. The configuration-file generation system includes an IVR module for enabling a user to verbally interact with the configuration-file generation system. The configuration-file generation system further includes an analyzing module for analyzing and querying any information missed by the user. The configuration-file generation system further includes a suggestion module for searching and suggesting possible options corresponding to the missing information with the help of semantic web technology and with an experience database. The configuration-file generation system further includes a configuration-file generation module for generating a configuration-file based on available information received from the user. The configuration-file may then be passed to an application configuration module for configuring the application as required. | 12-04-2014 |
20140348318 | PRIORITIZE CONTACT NUMBERS OF CUSTOMERS IN REAL TIME - A microprocessor executable contact manager operable to determine, for selected different types of customer communication devices, a likelihood of contacting successfully a customer at a respective type of customer communication device and select, based on the likelihood, an order and/or sequence in which to contact customer communication devices of the different customer communication device types. | 11-27-2014 |
20140348158 | PROVISIONING VPN PHONES - Methods, systems and computer readable media for provisioning VPN phones are disclosed. | 11-27-2014 |
20140347976 | VIRTUAL ROUTER REDUNDANCY PROTOCOL FOR SCALABLE DISTRIBUTED DEFAULT ROUTING GATEWAY - A VRRP router group can operate in either a standard VRRP mode or a distributed gateway mode in which all VRRP routers generate VRRP control packets but transmit those packets only to local access network-side hosts. The rate of VRRP control packet generation may be decreased in the distributed gateway mode relative to the standard mode. Moreover, VRRP router CPUs may cease processing of VRRP control packets in the distributed gateway mode. | 11-27-2014 |
20140347499 | AUTOMATIC GLASS-TO-GLASS VIDEO AND A/V SYNC TEST TOOL - Disclosed is a method and tool that performs glass-to-glass testing of a test AV system. The test AV system may be a transmitter device that senses AV stimuli and transmits an AV signal to a receiver device that displays video and provides an audio out/speaker of the audio. A light source and a sound source may be placed at the transmitter device. A light sensor and microphone/direct audio out connection may be placed at the receiver device. The automatic test tool may cycle synchronized light/sound stimuli to the transmitter device and measure the delay/latency times for audio, video, and AV synchronization at the receiver device. The automatic test tool may be comprised of a computer running user interface/test management software connected to a low cost FPGA that controls the video/sound sources and sensors to accurately measure both video and audio glass-to-glass latency/synchronization in a continuous, automatic, and self-calibrating manner. | 11-27-2014 |
20140344755 | METHOD AND SYSTEM FOR ROTATIONAL LIST BASED USER INTERFACE - Disclosed is a system and method for selection of objects appearing in a rotational user interface list. A rotational list in a user interface is enabled to provide text, images, icons, links and scrolling abilities to either end to make components visible or invisible. The rotational list can be made to incorporate variable size icons or images and spacing can be adjusted. A rotational list may respond to priority settings and preferences to provide priority positioning in a geometric shape. Higher priority items may ascent to a narrower portion of the geometric shape and lower priority items may descend to a broader portion of the geometric shape. | 11-20-2014 |
20140341183 | MEDIA ESCALATION WITH USE OF ENDPOINT ADAPTER - An endpoint adaptor and methods of operating the same are provided. The endpoint adaptor provides a single persistent view of a mobile communication device to a network and network-based applications. Moreover, the ability to leverage the endpoint adapter to transition a communication session to include additional media types while the communication session is in-progress is also disclosed. | 11-20-2014 |
20140337034 | SYSTEM AND METHOD FOR ANALYSIS OF POWER RELATIONSHIPS AND INTERACTIONAL DOMINANCE IN A CONVERSATION BASED ON SPEECH PATTERNS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for evaluating dominance of participants in a conversation or interaction. An example system configured to practice the method first receives interaction data involving a plurality of participants, and can identify a type of interaction based on the interaction data. The system can parse the interaction data to identify dialog turns, and extract, from the interaction data and dialog turns, a plurality of participant features, wherein the plurality of participant features is selected based on the type of interaction. Then the system can generate, for each of the plurality of participants, a power index based on the respective participant features. | 11-13-2014 |
20140334479 | Routing Technique - A first communication device sends a call request to a second communication device. The call request comprises a source address associated with the first device and a destination address associated with the second communication device. A communication system modifies the call request by replacing or augmenting the source address with a dynamic address and adding a key associated with the source address. The modified request is sent to the second device. | 11-13-2014 |
20140334317 | Rogue AP Detection - Methods, systems and computer readable media for rogue access point detection are disclosed. In some implementations, the method can include initiating, at one or more processors of a wireless controller, a rogue access point detection process for a wireless network, and transmitting, from the one or more processors, a signature frame to a mobility agent in a wireless switch. The method can also include receiving, at an authorized access point, the signature frame transmitted via a wireless signal from a rogue access point. The method can further include reporting reception of the signature frame to the wireless controller, and generating, at the one or more processors, a signal to shut down a port associated with the rogue access point. | 11-13-2014 |
20140327730 | OPTIMIZED VIDEO SNAPSHOT - Methods, media and devices for generating an optimized image snapshot from a captured sequence of persons participating in a meeting are provided. In some embodiments, methods media and devices for utilizing a captured image as a representative image of a person as a replacement of a video stream; as a representation of a person in offline archiving systems; or as a representation of a person in a system participant roster. | 11-06-2014 |
20140327728 | METHOD AND SYSTEM FOR MAPPING VIRTUAL CONFERENCE ROOMS BETWEEN 2 INDEPENDENT SYSTEMS - Disclosed is a system and method integrating two different conferencing systems through an automatic mapping mechanism. Conference across two different systems are automatically connected without users in both systems being required to be provisioned. | 11-06-2014 |
20140323100 | WIRELESS ENTERPRISE CONGESTION MANAGEMENT - An indicator of a channel capacity of a wireless link between a wired telephone and a wireless hands free device is measured. Based on the indicator of the channel capacity, a call server decides whether to route a call to the wired telephone. The indicator of channel capacity may be is based on measurements of channel capacity between the telephone and the wireless hands free device taken at different times and at different locations. The measurements of channel capacity may be used to construct a map relating physical location and time to channel capacity available between one or more wired telephones and wireless hands free devices. The available channel capacity can also be used to cause indicators associated with low channel capacity to be displayed by the wired telephone or signaled to the wireless hands free device. | 10-30-2014 |
20140323099 | ADVANCED PRESENCE STATES FOR COLLABORATION APPLICATIONS - The system and method determine an activity associated with a user. An action associated with a media type of the activity or a role of the user within the activity is determined. For example, the activity can be how much the user talks during a conference call or if the user's role is that of a moderator. In response to determining the action associated with the media type of the activity or the role of the user within the activity, a presence state of the user is modified. The modified presence state is then communicated to a second user. This allows for a more accurate presence state of the user. It also allows other users to make contact at times where the user is more likely to communicate. | 10-30-2014 |
20140321633 | PRIORITIZATION AND TIME ALLOCATION BY CUSTOMER SERVICE AGENTS - A prioritization and time allocation by customer service is provided, whereby the customer service agents are incentivized to accept those tasks which more closely align with the objectives of a call center. Individual agents will then be able to pursue their own methodology to achieve their own goals and, in the process, pursue an objective of the contact center. | 10-30-2014 |
20140317255 | SYSTEM AND METHOD FOR FAST NETWORK DISCOVERY UPDATING AND SYNCHRONIZATION USING DYNAMIC HASHES AND HASH FUNCTION VALUES AGGREGATED AT MULTIPLE LEVELS - Embodiments disclosed herein provide systems and methods for hash based management of a communication network. In a particular embodiment, a method provides receiving a plurality of hashes for a plurality of network elements, wherein each hash of the plurality of hashes represents at least one attribute associated with at least one network element of the plurality of network elements and the plurality of hashes includes a first hash for a first network element of the plurality of network elements. After receiving the plurality of hashes, the method provides receiving a second hash for the first network element and determining whether the second hash matches the first hash. In response to determining that the second hash does not match the first hash, the method provides determining at least one attribute associated with the first network element. | 10-23-2014 |
20140317227 | SYSTEM AND METHOD FOR NETWORK MIGRATION - Methods, systems and computer readable media for network migration as described. The method can include receiving, at a processor, an indication to initiate a migrate start. The method can also include initiating, at the processor, a migrate start including forwarding traffic in a first protocol based on a first table while building a second table to forward traffic in a second protocol different from the first protocol. The method can further include performing a migrate cutover when it is determined that one or more MAC addresses for an active session have been learned and stored in the table. The method can also include completing a migration when an indication is received to complete the migration. The method can also include aborting the migration based on a received indication to abort the migration. | 10-23-2014 |
20140317190 | SESSION MANAGER ANTI-LOOPING - Session Manager anti-looping creates a model that is an effective barrier to looping, efficiently identifying a loop condition by maintaining temporary individual call counters for header sets within temporal parameters and terminating the loop condition upon detection. The system provides an administrator with adjustable parameters for loop detection count and loop detection interval, thereby allowing protection against loop conditions, both inadvertent and intentional. | 10-23-2014 |
20140314226 | EXTERNAL CONTACT CENTER DATA COLLECTION AND MEASUREMENT - External queue monitoring of contact center queues is provided as a means that may better service the customer and measure service level objectives. External queue monitoring provides the opportunity for real-time monitoring of the queue and modification of contact center operations, such as devices routing queue members, in response to queuing or enqueued customers. | 10-23-2014 |
20140310347 | PRESENTATION DELAY FEEDBACK IN A WEB CONFERENCING SESSION - Embodiments disclosed herein provide methods and systems for providing presentation delay feedback to a presenter in a web conferencing session. In a particular embodiment, a method includes receiving, from a presenter client, a request to initiate a web conferencing session. The method further includes establishing the web conferencing session between the presenter client and at least one viewing client. During the web conferencing session, the method includes determining delays in presenting a view of the web conferencing session at each of the at least one viewing clients and providing an indication of the delays to a user at the presenter client. | 10-16-2014 |
20140308970 | DYNAMIC GUIDANCE TO A TARGET CONVERSATION AREA WITH A COMMUNICATION DEVICE - Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area. | 10-16-2014 |
20140304365 | SYSTEM AND METHOD FOR KEYWORD-BASED NOTIFICATION AND DELIVERY OF CONTENT - System and method to provide keyword-based notification and content, the method including: monitoring a communication interface, the communication interface configured to transport a communication between an agent and a customer; recognizing, by use of a processor, a candidate keyword in the communication; retrieving, from a non-volatile data storage, an information related to the keyword; and presenting to one of the agent and the customer the information related to the keyword. | 10-09-2014 |
20140304343 | SOCIAL MEDIA PROVOCATEUR DETECTION AND MITIGATION - A contact center system can receive messages from social media sites or centers. The messages may include derogatory or nefarious content. The system can review messages to identify the message as nefarious and identify the poster as a social media provocateur. The system may then automatically respond to the nefarious content. Further, the system may prevent future nefarious conduct by the identified social media provocateur by executing one or more automated procedures. | 10-09-2014 |
20140304028 | EXECUTION OF FLOW DIAGRAMS - In some embodiments, a method comprises processing parameters at a current node of a plurality of nodes in a process flow diagram. The method may further, in some embodiments, comprise receiving a signal at the current node from a first immediate preceding node of the plurality of nodes. The first immediate preceding node may be connected to the current node, in some embodiments. In some embodiments, the method may include: determining whether the current node is connected to a second immediate preceding node of the plurality of nodes in the process flow diagram, and in response to determining the current node is connected to the second immediate preceding node, determining whether to process parameters associated with the current node in absence of receipt of a signal from the second immediate preceding node or to wait to receive the signal from the second immediate preceding node prior to processing the parameters. | 10-09-2014 |
20140303981 | CROSS-LINGUAL SEEDING OF SENTIMENT - A contact center system can receive messages from social media sites or centers. The messages may be in a foreign language. The system can review messages by identifying content in the social media messages with negative/positive sentiment and then identify a seed term in the messages. A seed term can be a word in another language, different from the message body. The seed term is then used to find one or more other words, in the foreign language, that are correlated with the seed term. The identification of the found words in other messages can then be used to determine sentiment in the foreign language. | 10-09-2014 |
20140301540 | DIALOG COMPATABILITY - A contact center system can receive messages from consumers. The system can then interact with the consumer or customer using a dialog. Before conducting the session with the consumer, past interactions using the dialog are reviewed to determine words, phrases, and other information that caused the dialog to be successful. The information is stored as norms. Upon beginning a new interaction with the dialog, the norms and the past successful dialogs are retrieved and compared to the active dialog while the interaction is on-going. The comparison is then used to ensure that the present active dialog will lead to a successful outcome or to resolve any issued if the outcome is not likely to be successful. | 10-09-2014 |
20140301538 | SYSTEM AND METHOD FOR HIGHLY ASSURED DELIVERY OF AN IMPORTANT SEGMENT OF AN AUTOMATED CALL - System and method to administer an outbound automated call from a call center, including: starting playback of an automated message during a call from a caller to a callee, wherein the message comprises a first portion having a first level of importance and a second portion having a second level of importance, wherein the second level of importance is greater than the first level of importance; detecting that the caller has disconnected the call; stopping playback of the message; and determining whether the second portion of the message has been played. Embodiments may further include rescheduling the call if the second portion of the message has not been played. | 10-09-2014 |
20140297764 | AUTOMATIC NEGATIVE QUESTION HANDLING - A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response. | 10-02-2014 |
20140297601 | SYSTEM AND METHOD FOR DELETION COMPACTOR FOR LARGE STATIC DATA IN NOSQL DATABASE - System and method to compact a NoSQL database, the method including: receiving, by a receiver coupled to a processor, an indication of a record to delete in the NoSQL database; for each file in the NoSQL database, perform the steps of: if said file does not contain the record to delete, placing said file in a first memory; if said file contains the record to delete: placing said file in a second memory; searching whether the record to delete from said file in the second memory matches a record in one or more files in the first memory; and if a searched files in the first memory contain the record to delete from said file in the second memory, compacting said file in the second memory with the files in the first memory that contain the record to delete. | 10-02-2014 |
20140289326 | SYSTEM AND METHOD FOR MANAGING CONFERENCE CALLS - A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile. | 09-25-2014 |
20140282903 | MANAGING IDENTITY PROVIDER (IdP) IDENTIFIERS FOR WEB REAL-TIME COMMUNICATIONS (WebRTC) INTERACTIVE FLOWS, AND RELATED METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA - Embodiments include managing Identity Provider (IdP) identifiers for Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for managing IdPs comprises selecting, by a WebRTC client executing on a computing device, one or more preferred IdP identifiers indicated by one or more preferences from a plurality of IdP identifiers corresponding to a plurality of IdPs for providing identity assertions during an establishment of a WebRTC interactive flow. The method further comprises obtaining one or more identity assertions from respective ones of the plurality of IdPs corresponding to the one or more preferred IdP identifiers. The method also comprises providing, during the establishment of the WebRTC interactive flow, the one or more identity assertions. In this manner, an entity may specify the IdP used for identity authentication, and the number of identity assertions provided during initiation of the WebRTC interactive flow. | 09-18-2014 |
20140282619 | METHOD, APPARATUS, AND SYSTEM FOR PROVIDING AND USING MULTI-PROTOCOL EVENTING - Methods and systems for providing an elegant and efficient multi-protocol eventing layer are disclosed. The multi-protocol eventing layer includes a converged container capable of handling multiple types of protocols to manage events while using an open source database. Accordingly, the multi-protocol eventing layer efficiently provides real-time or near real-time eventing to a plurality of devices for scalability and performance enhancement. | 09-18-2014 |
20140280995 | BROWSER-BASED COMMUNICATIONS ENHANCED WITH ENTERPRISE COMMUNICATION FEATURES - Systems and methods are described for enabling browser-to-phone and browser-to-browser communications to be enhanced with enterprise communication features. Specifically, a Collaboration Environment is disclosed with the ability to interface a browser with an enterprise communication network. The Collaboration Environment is exposed to browsers via a media server and/or websocket and is enabled to communicate with the browsers via a purpose-built library. | 09-18-2014 |
20140280987 | APPLICATION PROGRAMMING INTERFACE ENABLING COMMUNICATION FEATURES FOR DIFFERENT COMMUNICATION PROTOCOLS - Systems and methods are described for enabling browser-to-phone and browser-to-browser communications to be enhanced with enterprise communication features. Specifically, a Collaboration Environment is disclosed with the ability to interface a browser with an enterprise communication network. The Collaboration Environment is exposed to browsers via a media server and/or websocket and is enabled to communicate with the browsers via a purpose-built library. | 09-18-2014 |
20140278951 | SYSTEM AND METHOD FOR IDENTIFYING AND ENGAGING COLLABORATION OPPORTUNITIES - A business development system for an enterprise is provided. The business development system includes a target searching module that seeks and engages a potential target in a promotional activity for gaining reward points. The business development system further includes a strategy determining module that analyzes circumstances for determining a suitable persona and interaction strategy for engaging the potential target. The business development system further includes a strategy executing module that interactively engages with the potential target by applying the determined persona and strategy for engaging the potential target into the promotional activity. Additionally, the business development system includes a strategy sharing module that stores information related to interaction with the potential target in an experience database. | 09-18-2014 |
20140278465 | METHOD, APPARATUS, AND SYSTEM FOR PROVIDING HEALTH MONITORING EVENT ANTICIPATION AND RESPONSE - A contact center is described along with various methods and mechanisms for administering the same. In particular, the contact center may be configured to execute a work assignment engine and the contact center may also contain a health monitoring module that is configured to monitor events in the work assignment engine, compare the monitored events with a grammar defining expected events and an expected sequence of the expected events, and determine whether the work assignment engine is behaving appropriately based on the comparison. | 09-18-2014 |
20140270145 | ANSWER BASED AGENT ROUTING AND DISPLAY METHOD - A system can determine a best routing of a customer contact based on analysis of one or more automatically generated answers. A customer may provide an inquiry through a social media contact. The contact center can analyze the inquiry to generate one or more automated answers. The system then analyzes the automated answers. The analysis may include studying various attributes of the answer, either in relation to the inquiry or based in historical data. From the analysis, the system can modify the answers and/or provide a different or improved pool of agents to handle the contact. Thus, an improved set of answers and agents is provided for managing the contact. | 09-18-2014 |
20140270144 | PUBLIC SAFETY ANSWERING POINT LANGUAGE DETECTION - A Public Safety Answering Point (PSAP) is disclosed. The PSAP is configured to enable the detection of language preferences, capabilities, or inabilities and, based on such detection, assist the PSAP agent in assisting the PSAP caller. The PSAP may additionally or alternatively utilize the detection of language information to assist in the decision to route or re-route the PSAP caller to appropriate PSAP resources. | 09-18-2014 |
20140270143 | METHOD AND SYSTEM FOR SERVING CUSTOMERS IN A CONTACT CENTER - A contact center for processing a work request is provided. The contact center includes a queuing module operable to add a contact of a customer in a first work queue for processing of the work request received. Further, the contact center includes an interactive module to prompt the customer for receiving inputs corresponding to additional skill or an additional work request of the customer, while the customer is waiting in the first work queue for availability of an agent for processing of the work request. Furthermore, the queuing module may add the contact of the customer in a second work queue for serving the customer by processing of at least one of the work request and the additional work request based on the inputs. The customer is served when an agent is available through at least one of the first work queue and the second work queue. | 09-18-2014 |
20140270138 | SECRET TRANSFERS IN CONTACT CENTERS - A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing. | 09-18-2014 |
20140270137 | GLOBAL LOGGING AND ANALYSIS SYSTEM - An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity. | 09-18-2014 |
20140270136 | ADAPTIVE THRESHOLDING - The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable. | 09-18-2014 |
20140270134 | AGENT STATISTICS BY LOCATION - The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report. | 09-18-2014 |