| Avaya Inc. Patent applications |
| Patent application number | Title | Published |
|---|
| 20130122851 | DETERMINATION BY PSAPS OF CALLER LOCATION BASED ON THE WIFI HOT SPOTS DETECTED AND REPORTED BY THE CALLER'S DEVICE(S) - Location information associated with a wireless access point is used to assist with emergency call routing. Additionally, the location information can be used to assist with determining where an emergency call is physically originating from. This location information is one or more of enterable, detectable and/or populated with the assistance of a location determining device, such as a GPS, associated with the wireless network. The location information can also be dynamic to account for mobile wireless access points, such as a mobile access point provided on public transportation. The location information is also associatiable with an outbound communication, such as an emergency communication, with this location information usable to route the communication to an appropriate entity(ies). | 05-16-2013 |
| 20130104240 | CENTRALIZED ADMINISTRATION-BASED LICENSING SYSTEM - Methods and systems for providing a centralized management system with an integrated license server and pluggable license features are provided. More particularly, the administration of application instances or other assets through the centralized management system results in the initiation of a license validation process by the central management system in cooperation with a license server. The system management application providing centralized asset management and the license server performing license validation are co-resident on a central management server. The availability of assets requiring a license is implemented through asset administration data maintained by the central management server, to indicate the existence of a required license, where the license server indicates that the required license is available. Access to an asset is denied where the license server indicates the absence of a required license to the system management server. | 04-25-2013 |
| 20130103910 | CACHE MANAGEMENT FOR INCREASING PERFORMANCE OF HIGH-AVAILABILITY MULTI-CORE SYSTEMS - An apparatus and method for improving performance in high-availability systems are disclosed. In accordance with the illustrative embodiment, pages of memory of a primary system that are to be shadowed are initially copied to a backup system's memory, as well as to a cache in the primary system. A duplication manager process maintains the cache in an intelligent manner that significantly reduces the overhead required to keep the backup system in sync with the primary system, as well as the cache size needed to achieve a given level of performance. Advantageously, the duplication manager is executed on a different processor core than the application process executing transactions, further improving performance. | 04-25-2013 |
| 20130097292 | METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA FOR SELF-MAINTAINING INTERACTIVE COMMUNICATIONS PRIVILEGES GOVERNING INTERACTIVE COMMUNICATIONS WITH ENTITIES OUTSIDE A DOMAIN - Methods, systems, and computer-readable media for self-maintaining interactive communications privileges governing interactive communications with entities outside a domain are disclosed. The interactive communications privileges can be used to process interactive communications requests between entities inside a domain and entities outside the domain. Currently configured interactive communications privileges configured for an entity outside a domain may no longer be desired, reliable, or valid with the current capabilities of the entity outside the domain. In this regard, embodiments disclosed herein involve self-maintaining interactive communications privileges configured for entities outside a domain. Review of interactive communications privileges configured for entities outside a domain can be performed to determine if those interactive communications configurations should be maintained, in whole or part, or not maintained. In this manner, the burden and complexity of maintaining interactive communications privileges for entities outside the domain on a domain administrator or other administrator may be reduced or alleviated. | 04-18-2013 |
| 20130093835 | DEFINING ACTIVE ZONES IN A TRADITIONAL MULTI-PARTY VIDEO CONFERENCE AND ASSOCIATING METADATA WITH EACH ZONE - A conference system provides metadata about the display of a multimedia stream to allow communication endpoints to control the format of a video conference. A multipoint control unit (MCU) can provide metadata that describes the display layout and other information about the multimedia stream. After setting up the conference, the MCU can generate a layout description in eXstensible Markup Language (XML) that can be sent to and understood by the communication endpoints. The communication endpoints can read and interpret the XML metadata to determine how the display layout is configured. If desired by the user, the communication endpoint can change the display layout or other multimedia stream function based on the received metadata. | 04-18-2013 |
| 20130091296 | Video Bandwidth Management System and Method - A video conference is set up by a video conference system between three or more video terminals. Each video terminal in the video conference sends its video stream to the video conference system. The video conference system in turn sends out the video streams to video terminals to set up a video conference in the traditional manner. A video controller receives an indication of a change in how at least one of the other video terminals is displaying a video stream from one of the video terminals. Based on the indication of change, a change to the bit rate of the video stream is made. This results in the video conference system be able to send reduced bandwidth based on who is viewing the video conference. | 04-11-2013 |
| 20130086481 | SYSTEM AND METHOD FOR ADAPTIVE COMMUNICATION USER INTERFACE - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for implementing, via a communication device, a set of algorithms to learn about user's usage of the device and provide automated customization to the device's user interface to improve ease of use and productivity of the end-user. This approach does not require the user's involvement by manually customizing the user interface, such as by setting up a speed dial list or a screen layout. The system automates rendering decisions and the content that is rendered based on the usage information. For example, if a user consistently calls a number every Tuesday and Wednesday morning regardless of scheduled calendar information, the communication device can provide a dynamic widget in the user interface for easy access to that number every Tuesday and Wednesday morning. The user can dial the number easily via the widget without the dial pad or a contacts application. | 04-04-2013 |
| 20130086380 | SYSTEM AND METHOD FOR FACILITATING COMMUNICATIONS BASED ON TRUSTED RELATIONSHIPS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for facilitating communications based on a trusted relationships. A system configured to practice the method first receives a communication request from a second communication device for a specific resource, wherein the communication request is based, at least in part, on trust information generated by a previously established trusted relationship. The system confirms, via an access to a trust database and using the trust information, (1) an identity of a sender of the communication request and (2) access permissions for a requested resource. Then, if the identity and the access permissions are confirmed, the system establishes communications between the first communications device and the second communications device in response to the communication request according to the specific resource. The trust information can include a trust user ID and a trust key. | 04-04-2013 |
| 20130085993 | SYSTEM AND METHOD TO JOIN AND CUT TWO-WAY REST OVERLAY TREES FOR DISTRIBUTED KNOWLEDGE BASES - System and method of event-driven synchronization of a database distributed among servers connected in a tree topology, including: transmitting, from a root server, a composition request to a first level of child servers of the root server; recursively transmitting, from each child server of a first level, a composition request to child servers at a second level, wherein the second level is lower than the first level; recursively transmitting, from each child server of the second level, a notification message to child servers at the first level, wherein the notification message comprises an identification of database fragments accessible to the child server; transmitting, from child servers at the first level, respective notification messages to the root server, wherein the root server synchronizes an availability of database fragments from the respective notification messages transmitted to the root server. Subtrees may be cut from or joined to the tree topology. | 04-04-2013 |
| 20130085791 | SWITCHING ROUTING ALGORITHMS TO OPTIMIZE SATISFACTION OF LONG-TERM COMMITMENTS - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, monitor workload distribution to one or more sub-contractors and predict whether a contractual obligation will be met (or not) and based on such a prediction automatically switch routing algorithms within a contractual period of time to ensure that costs associated with a contract are minimized. | 04-04-2013 |
| 20130083916 | ANALYTICS FEEDBACK AND ROUTING - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, dynamically and in real-time utilize contact center analytics feedback mechanisms to adjust parameters that are used in making work assignment decisions. The adjusted parameters may correspond to Key Performance Indicators (KPIs) for agents of the contact center rather than skill values for the agents. | 04-04-2013 |
| 20130083915 | INTERRUPTING AUXILIARY AGENTS - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively interrupt a contact center agent in an AUXILIARY state. This enables the contact center to accommodate sudden influxes of work items without substantially increasing customer wait time. | 04-04-2013 |
| 20130081056 | SYSTEM AND METHOD FOR ALIGNING MESSAGES TO AN EVENT BASED ON SEMANTIC SIMILARITY - Disclosed are systems, methods, and non-transitory computer-readable storage media for analyzing an event via social media. A system configured to practice the method segments a document associated with an event based on a plurality of inferred topics to yield a plurality of segments. Next, the system assigns each message in a corpus of messages associated with the event to one of the inferred topics to yield assigned topics. The messages can include at least one of a status update, a tweet, a blog post, a tag, a chat message, a comment, and a check-in. Moreover, the messages can originate from different social networks. Based on the assigned topics, the system then associates each message in the corpus of messages with at least one of the document, a segment from the plurality of segments, and a segment of the event. | 03-28-2013 |
| 20130080911 | PERSONALIZING WEB APPLICATIONS ACCORDING TO SOCIAL NETWORK USER PROFILES - Systems, methods, and non-transitory computer-readable storage media for personalizing applications, such as web applications, based on social networking data. A system configured to practice the method first identifies a user of an application, such as by requesting the user to log in to or create a user profile. The system optionally requests authorization from the user to access the social networking data, such as if all or part of the social networking data is private. The system can cache the social networking data in order to save bandwidth or keep requests within the terms of service of a social networking API. The system can assign the user into a user category based on the social networking data, and customize a user interface of the application based on the social networking data and/or the user category by adjusting at least one of location, size, and appearance of a user interface element. | 03-28-2013 |
| 20130080602 | METHOD AND APPARATUS FOR RESOLVING CONFLICTING UNICAST ADVERTISEMENTS IN A TRANSPORT NETWORK - A method, apparatus and computer program product for resolving conflicting unicast advertisements in transport network is presented. A particular Backbone Virtual Local Area Network (BVLAN) as a first BVLAN (BVLAN | 03-28-2013 |
| 20130078849 | CONNECTOR ILLUMINATION STATUS - Methods and apparatus provide for a light-conductive housing of a status-indicating connector. The status-indicating connector has an engagement portion attached to the light-conductive housing. The engagement portion places the status-indicating connector in electrical communication with a circuit board. An illuminative portion of the light-conductive housing can be illuminated by light delivered via the light-conductive housing of the status-indicating connector. The illuminative portion of the light-conductive housing is illuminated by the light based on a current status of a connection between the engagement portion and the circuit board. The light is provided by an external light source associated with the circuit board or a light source internal to the status-indicating connector. | 03-28-2013 |
| 20130077628 | METHOD TO ROUTE MULTICAST DATA IN SPB NETWORK BY ESTABLISHING THE VIRTUAL PIM ADJACENCY ACROSS THE SPB NETWORKS IN A SINGLE PIM DOMAIN - Techniques disclosed herein include systems and methods that extend Protocol Independent Multicast (PIM) protocols to Shortest Path Bridging (SPB) technology. This includes connecting an IP multicast domain across an SPB network. SPB edge routers, also known as Backbone Edge Bridges, form virtual adjacencies with each other. As such, SPB edge routers maintain such PIM adjacency without sending Hello messages. Backbone Edge Bridges (BEBs) are discovered using null Intermediate System To Intermediate System (IS-IS) Internet Protocol Multicast (IPMC) type-length-value (TLV) control messages. Each PIM-enabled BEB records other PIM-enabled BEBs as an adjacent PIM-router in response to receiving a NULL IPMC TLV from those BEBs. Accordingly, PIM-enabled BEBs form a full mesh virtual adjacency between each other and can thereby encapsulate PIM control messages sent and received between two access networks connected to the SPB network. | 03-28-2013 |
| 20130077627 | METHOD AND APPARATUS FOR ROUTING MULTICAST DATA ACROSS MULTIPLE MULTICAST ROUTING DOMAINS CONNECTED BY A SHORTEST PATH BRIDGING (SPB) NETWORK - A method and apparatus for routing multicast data across multiple multicast routing domains connected by a shortest path bridging (SPB) network is presented. A Shortest Path Bridging (SPB) edge router of an SPB network connected to a PIM network is configured as a Rendezvous Point (RP). A message is received at the RP, and in response, the RP forms a first data structure including multicast sender information. The RP floods the SPB network with a second message containing the first data structure, allocates an Identifier (ISID) to the multicast stream, and sends a second data structure with sender information. An edge router with multicast receive interest responds with the second data structure with multicast receive interest information. As a result, a receiver in a second network has knowledge of devices in a first network such that multicast traffic is able to be routed between different networks connected to the SPB network. | 03-28-2013 |
| 20130077626 | SEPARATION OF EDGE AND ROUTING/CONTROL INFORMATION FOR MULTICAST OVER SHORTEST PATH BRIDGING - Techniques disclosed herein include systems and methods for providing a scalable solution to transmit edge IP Multicast sender information in a Shortest Path Bridging (SPB) network. Control information is exchanged between Ingress Backbone Edge Bridges and Egress Backbone Edge Bridges using Multicast Flow Specific and type-length-value (TLV) structures, or other control messages, to announce available multicast streams at ingress nodes within the SPB network. Such exchanges of control messages trigger sending SPB specific Intermediate System To Intermediate System (IS-IS) TLV control message with path computation information via IS-IS control messages. This second set of control messages is exchanged within the SPB network and includes source-specific multicast stream information that is used by Backbone Core Bridges to establish a multicast forward state and compute multicast forwarding paths. Multicast data traffic can then be transmitted through the SPB network using a one-to-many distribution model. | 03-28-2013 |
| 20130077625 | EXTENSION OF THE INTERPRETATION AND DEFINITION OF THE IS-IS TLV/SUB-TLV - Techniques disclosed herein include systems and methods for improving efficiency of multicast state generation within Shortest Path Bridging (SPB) networks. Techniques include using an IS-IS TLV structure with new multicast state computation rules for SPB Networks. SPB Networks use a TLV field for the I-SID Address (and equivalent TLV fields defined in different IETF/IEEE drafts) and node nicknames to signal information that is used to compute a multicast state required to provide L2 Services over a given SPB Network. The I-SID Address TLV is set or filled to carry various items of information. These items of information can include Backbone Media Access Control (B-MAC), Virtual Local Area Network Identifier (VID), I-SID[Transmit, Receive Bit], etc. | 03-28-2013 |
| 20130077624 | CONVEYING THE VLAN/L2 VSN/BRIDGING-DOMAIN OF THE INCOMING INTERFACE (IIF) WHEN TRANSPORTING MULTICAST TRAFFIC OVER A SHORTEST PATH BRIDGED (SPB) NETWORK - Techniques disclosed herein include systems and methods for improving multicast traffic operations in a Shortest Path Bridging (SPB) network by conveying bridging domain information of an incoming interface (IIF) when transporting multicast traffic over the SPB network. Techniques disclosed herein include modifying encapsulation packet header information of existing Mac-In-Mac fields to convey additional information that can be interpreted at edge nodes by modifying edge node interpretation of multicast data. Specifically, the value of the I-SID in the BMAC-DA field can be set to be different from the I-SID value in the I-TAG field. Carrying the L2 VSN I-SID value in the I-TAG allows the Egress BEBs to determine which VLAN/L2 VSN/Bridging-Domain of the IIF is in use, and then modify or preserve underlying header information accordingly. | 03-28-2013 |
| 20130077617 | SYSTEM AND METHOD FOR SPLIT SIP - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for splitting SIP back-to-back user agents and converting SIP communications between a back-to-back user agent server and a back-to-back user agent client to HTTP requests while preserving SIP headers. The back-to-back user agent server receives a SIP invite from a caller and converts the SIP invite to an HTTP request, wherein headers from the SIP invite are preserved in the HTTP request. The server transmits the HTTP request to a user agent client via a wide area network connection and receives, from the user agent client, an HTTP response to the HTTP request. The server converts the HTTP response to a SIP response, and transmits the SIP response to the caller, wherein the SIP response contains instructions for establishing SIP communications between the caller and a callee via a network. | 03-28-2013 |
| 20130077539 | SYSTEM AND METHOD FOR A CONFERENCE FOYER - Disclosed are systems, methods, and non-transitory computer-readable storage media for implementing a conference foyer for conferencing. The system receives a request to join a conference call that is hosted on a specific conference server. The system receives the request via a call from a caller using a specific phone number. The system is a back-to-back user agent configured to transfer requests to one or more SIP-based conference servers. Based on the request, the system identifies a specific conference server hosting the requested conference. The system uses a conference code included in the request to identify the specific conference server hosting the conference call. The system then transfers the call to the specific conference server, which can join the call to the conference requested by the caller. This approach provides a flexible, efficient, and scalable way to increase the number of conference calls associated with a specific phone number. | 03-28-2013 |
| 20130077505 | Method And Apparatus For Using Received Signal Strength Indicator (RSSI) Filtering To Provide Air-Time Optimization In Wireless Networks - A method, apparatus and computer program product for using Received Signal Strength Indicator (RSSI) filtering to provide air-time optimization in wireless networks is presented. At least one message is received at an Access Point (AP) from a mobile unit (MU). A determination is made by the AP whether a received Signal Strength indicator (RSSI) associated with the at least one message from an MU is greater than a predetermined threshold. When the RSSI value associated with the at least one message from na MU is greater than to said predetermined threshold, then a response is generated by the AP and sent to the MU. | 03-28-2013 |
| 20130077471 | METHOD AND APPARATUS PROVIDING SPLIT MULTI LINK TRUNK (SMLT) FOR ADVANCED TECHNOLOGY ATTACHMENT (ATA) OVER ETHERNET - A method, apparatus and computer program product for providing Split Multi Link Trunk (SMLT) for Advanced Technology Attachment (ATA) Over Ethernet is presented. All ports on an ATA server are assigned a same Media Access Control (MAC) address. When the first switch receives a packet destined to the second switch the first switch performs a route lookup on a destination address of the packet and forwards the packet to the target over one of the second plurality of links, and when the second switch receives a packet destined to the first switch the second switch performs a route lookup on a destination address of the packet and forwards the packet to the target over one of the second plurality of links. | 03-28-2013 |
| 20130066978 | SYSTEM AND METHOD FOR A COMMUNICATION SESSION IDENTIFIER - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for a communication session identifier. A communication session identifier can act as a virtual relay between conference participants, forwarding emails, phone calls, attachments, messages, and other information from a central address associated with the communications session identifier. In this manner, a user who desires to communicate with other conference participants only needs to send the communication to the communication session identifier, which in turn distributes the communication to the other parties. These communications can include emails, social networking messages, instant messaging, voice messages, and other forms of communication. | 03-14-2013 |
| 20130066974 | METHODS, APPARATUSES, AND COMPUTER-READABLE MEDIA FOR INITIATING AN APPLICATION FOR PARTICIPANTS OF A CONFERENCE - Methods, apparatuses, and computer-readable media for initiating an application for participants of a conference are disclosed. In one embodiment, a method is provided for concurrently initiating an application for participants of a conference. A conference may be established including a plurality of participant user devices. A request may be received from a participant user device in the conference to assign an application to the conference after the conference has been established. The application may be assigned to the conference. In response to the assigning the application to the conference, initiation of the application for use on each of the plurality of participant user devices in the conference may be concurrently requested. Apparatuses and computer-readable media having instructions for providing the method are also disclosed. These may provide multiple application instances for different participants of the conference, and may result in increased collaboration and/or productivity for participants of a conference. | 03-14-2013 |
| 20130063543 | SYSTEM AND METHOD FOR VIRTUAL CALL HOLD - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for accomplishing a virtual call on hold. A client communication device, such as a telephone, smartphone, or computer, receives a notification of a communication session to which the user is invited, and establishes a relationship with the communication session. Alternatively, a server associated with the communication session can establish the relationship with the client communication device. Then, the communication device can present an indication of the relationship with the communication session for a duration of the communication session, such that the user can join the communication session at will via a communication channel, and such that the communication channel is not occupied by the communication session unless or until the user joins the communication session. The communication session can be a conference call, video conference, a multi-modal chat wherein multiple users communicate via different modalities. | 03-14-2013 |
| 20130061153 | System and Method for Inserting a Control System Into a Conference - A conference, such as an audio or video conference, is controlled by inserting a control sequenced application into a communication stream. A command is received at the control sequenced application from a user interface to control an aspect of the conference. For example, the command may be to mute a participant of the conference. The command is sent to a media server, which implements that command. The control sequenced application is typically inserted in between the media server and a conferencing application. In addition, the control sequenced application can be dynamically inserted into the communication stream. | 03-07-2013 |
| 20130058475 | SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAITING FOR A SECOND AGENT - System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent attribute values, and at least one contact attribute is used to produce a set of contact attribute values; relating agent attribute values to contact attribute values in order to search for at least one available first agent having at least a first predetermined level of matching attributes; delivering the contact to the first agent; relating agent attribute values to contact attribute values in order to search for at least one second agent having at least a second predetermined level of matching attributes, wherein the second predetermined level is greater than the first predetermined level; waiting until the second agent is available; and replacing the first agent with the second agent to service the contact. | 03-07-2013 |
| 20130058243 | SYSTEM AND METHOD FOR DETECTING SOURCES OF ROGUE NON-AUDIO TRAFFIC MARKED AS AUDIO TRAFFICE - Disclosed herein are systems, methods, and computer-readable storage media for managing a packet network to deal with rogue applications that produce non-audio packets marked as audio packets. The system analyzes packet flow through the network to identify an unauthorized source of non-audio packets marked as audio packets, and upon identifying the unauthorized source, the system stops subsequent unauthorized transmission of non-audio packets marked as audio packets from the identified unauthorized source. For example, such an unauthorized source is identified by finding that an audio marked packet has a source address that is not found on a list of authorized sources, or by detecting atypical patterns of audio queue utilization, or by determining whether audio marked packets from a source exceed a threshold value related to transmission of audio marked packets. | 03-07-2013 |
| 20130055355 | METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA FOR EXCEPTION HANDLING OF INTERACTIVE COMMUNICATIONS PRIVILEGES GOVERNING INTERACTIVE COMMUNICATIONS WITH ENTITIES OUTSIDE A DOMAIN - Methods, systems, and computer-readable media for exception handling of interactive communications privileges governing interactive communications with entities outside a domain are disclosed. The interactive communications privileges may have been learned through domain administrator configuration or may have been self-learned without domain administrator input. The interactive communications privileges can be used to process interactive communications requests between entities inside a domain and entities outside the domain. Exceptions to the interactive communications privileges can be requested by user entities inside the domain for interactive communications with entities outside the domain. In this manner, if the interactive communications privileges are not sufficient according to user entities inside the domain, the user entities inside the domain can request exceptions for other interactive communications privileges with entities outside the domain. Approved exception requests can also be configured as part of the interactive communications privileges for interactive communications with entities outside the domain. | 02-28-2013 |
| 20130055331 | SYSTEM AND METHOD FOR VARIABLE VIDEO DEGRADATION COUNTER-MEASURES - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for variable video degradation counter-measures. A system configured according to this disclosure transmits a video communication over a network, detects the video quality degradation of the video communication, selects an appropriate counter-measure based at least in part on the particular type of degradation encountered, and implements the appropriate counter-measure. If multiple transmission paths are available in the system, either completely or partially disjoint, the paths can be evaluated based on ability to deliver video traffic. Throughout the transmission the system continues measuring and monitoring the video quality in real-time. The system can also accurately respond to the type and degree of the degradation by matching the type and degree of degradation to a table containing corresponding counter-measures. | 02-28-2013 |
| 20130055231 | SYSTEM AND METHOD FOR INCREMENTAL SOFTWARE INSTALLATION - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for performing incremental software installations. The system identifies a set of files associated with one or more software programs. Each file can be a component of a software program, or any file accessed by the software program or system when the software program is executed. The system receives a list of files associated with a software version that is not installed on the system. The system determines the differences between the set of files and the list of files, and receives a missing file from the list of files based on the differences. Finally, the system builds the software version on the system using the set of files and the missing file. In building the software version, the system does not assume a linear progression of updates and is able to reuse existing files to create nonlinear variations of software. | 02-28-2013 |
| 20130050199 | INPUT, DISPLAY AND MONITORING OF CONTACT CENTER OPERATION IN A VIRTUAL REALITY ENVIRONMENT - A system and method are provided. A virtual reality environment rendering module provides a virtual reality environment representative of one or more of a contact center, a predictive dialer, and a media collaboration session. The virtual reality environment includes monitored virtual objects associated with a plurality of monitored entities and a monitor virtual object associated with a human monitor. The monitored object moves relative to a coordinate system defining the virtual reality environment. In response to detection of a trigger event, an information manager provides, to the human monitor, information associated with a selected monitored entity corresponding to a selected monitored virtual object. | 02-28-2013 |
| 20130041947 | SYSTEM AND METHOD FOR INITIATING ONLINE SOCIAL INTERACTIONS BASED ON CONFERENCE CALL PARTICIPATION - Disclosed herein are systems, computer-implemented methods, and tangible computer-readable storage media for automatically initiating online social interactions based on participation in a conference call. Audio of the conference call is analyzed for data, such as timestamps indicating when people spoke, the volume of speech, words per minute, and emotional context. This analysis determines relationships between participants, and initiates online social interactions compatible with those relationships. This initialization can take the form of a prompt, or can be performed without interruption to the participants. | 02-14-2013 |
| 20130041838 | SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETEROGENEOUS CONTACT CENTER - Provided herein is a system and method to produce a composite rating using context information. The method may include: measuring a first and a second metric in a first and a second context respectively, to provide a first and a second contextual measurement, respectively; transforming the first contextual measurement to a first plurality of semantic context values by use of a first plurality of pertaining functions; transforming the second contextual measurement to a second plurality of semantic context values by use of a second plurality of pertaining functions; combining one or more of the first plurality of semantic context values and one or more of the second plurality of semantic context values, by use of one or more fuzzy logic rules, to produce a plurality of semantic distributions; and calculating a centroid of a merger of the plurality of semantic distributions in order to produce the composite rating. | 02-14-2013 |
| 20130036370 | EXCLUSION OF SELECTED DATA FROM ACCESS BY COLLABORATORS - One exemplary aspect is a blackout feature that can be used in connection with touchscreen devices to hide selected data in a shared display environment. An exemplary embodiment may be provided as a service running in the background or on a touchscreen device. A service may pop-up in response to the initiation of a collaboration session or entry of the device into a data transfer or sharing environment to prompt the user as to handle they would like to handle the shared information, e.g., “hide” sensitive information. Another exemplary aspect can display data in a constellation fashion. For example, data included in a file or data set to be shared is displayed by the touchscreen device. The user can then run their finger over the data that the user does not wish to share. The selected data/information can then be prevented from delivery to and/or display on the collaborating device(s). | 02-07-2013 |
| 20130034226 | PLAYING EXPECTED WAIT TIME ON AGENT'S NOTIFICATION - Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the agent. The agent availability information may be obtained from the agent through a user interface provided by a contact center communication device. The user interface may include soft keys. In addition, the estimated wait time can be provided to client communication devices. | 02-07-2013 |
| 20130034025 | System and Method of Transferring Information Between Contact Centers - When a call is received at a first contact center, information is collected about the call. The information can be information that the caller enters through an Interactive Voice Response (IVR) system, an Automatic Number Identification (ANI), an associated Universal Caller Identification (UCID), other information gathered from the caller, and the like. An identifier associated with a second contact center, such as a Dialed Number Identification Service (DNIS) number, is associated with the information and stored in a shared resource. The call is transferred to the second contact center using the identifier. As the transferred call comes into the second contact center, the second contact center determines if the identifier in the transferred call matches the stored identifier. If so, the information is used in the second contact center for various purposes in supporting the call, such as routing the call in the second contact center. | 02-07-2013 |
| 20130031243 | METHODS, SYSTEMS, AND COMPUTER-READABLE MEDIA FOR SELF-LEARNING INTERACTIVE COMMUNICATIONS PRIVILEGES FOR GOVERNING INTERACTIVE COMMUNICATIONS WITH ENTITIES OUTSIDE A DOMAIN - Methods, systems, and computer-readable media for self-learning interactive communications privileges for governing interactive communications with entities outside a domain are disclosed. The interactive communications privileges can be used to process interactive communications requests between entities inside and outside a domain. The requested interactive communications are allowed if the interactive communications privileges configured for the entity outside the domain allow for the requested interactive communications. The interactive communications privileges are determined in an automated, self-learning manner in response to monitoring communication interactions between the entities inside and outside the domain. In this manner, the interactive communications privileges are not required to be provisioned and maintained by an administrator. The interactive communications privileges can be determined by gathering insight about the entities outside the domain. Insight about an entity outside the domain is information that is useful in determining which interactive communications privileges to configure for an entity outside the domain. | 01-31-2013 |
| 20130031101 | METHOD FOR DETERMINING COMMUNICATIVE VALUE - A method of determining which users are experts and which tags are appropriate without some of the disadvantages of the prior art is described. The level of a user's expertise is determined based on previous tags, the categorization of one or more tags, and the rating of the tags previously left by the user. The appropriateness of a tag is based on previous tagging of information by the user, by the number of times a user has tagged information with the same categorization, and the rating of a user. | 01-31-2013 |
| 20130030854 | METHOD AND SYSTEM FOR MANAGING CONTACTS IN A CONTACT CENTER - A computer-implemented method of handling contacts at a contact center. The method includes the steps of identifying a characteristic associated with a contact received at the contact center, and labeling a contact entity representing the contact with a label identifying the characteristic. In response to receipt of a request from an agent of the contact center to handle the contact based on the label of the contact entity, the contact is assigned to the agent and in response to the agent successfully handling the contact, an agent record associated with the agent, is updated to indicate a proficiency in handling contacts associated with the characteristic. | 01-31-2013 |
| 20130028396 | CUSTOMER SHARED CONTROL IN CUSTOMER SERVICE SCENARIOS - Provided herein is a system and method for sharing control of a customer service provided by a contact center. The method may include: receiving, from a customer, a customer contact to request the customer service; communicating by use of a communication channel between the customer and the contact center in order to provide the customer service; receiving a join request, from the customer, to join an outside party to the customer service; and joining the outside party to the customer service. | 01-31-2013 |
| 20130024577 | SYSTEM AND METHOD FOR ESTABLISHING A RELATIONSHIP BASED ON A PRIOR ASSOCIATION - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for automatically establishing trusted relationships between users across organizational boundaries. A user makes a request to his system to create a trusted relationship with an individual of another organization. The system then analyzes the previous communication history between the user and the other individual, and, based on that analysis, sends a query to the other individual's system. The system then receives a response from the other individual's system, and if the response matches an expected response the system forms a trusted relationship between the user and the other individual. | 01-24-2013 |
| 20130022195 | Determining Expected Wait Time - Embodiments for managing customer wait time at a call center are provided. In one embodiment, a system includes a switch having a software engine that determines the customer wait time, a computing device executing a work force optimization (WFO) software module, such that the software engine transmits a query to the WFO software module. In one embodiment, the WFO software module transmits a number of unlogged agents and a next shift time in response to the query, and such that the software engine determines the customer wait time based on the number of unlogged agents and the next shift time. | 01-24-2013 |
| 20130022194 | AGENT SKILL PROMOTION AND DEMOTION BASED ON CONTACT CENTER STATE - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center. | 01-24-2013 |
| 20130022192 | EFFICIENT AND COST-EFFECTIVE DISTRIBUTED CALL ADMISSION CONTROL - A distributed call control system is provided that can allot bandwidth amongst several call controllers. The distributed call control system includes one or more access elements that interface with a cloud that execute two or more instances of call processing servers that administer call control. The cloud members negotiate and determine bandwidth allocation amongst the members and the access elements. If an access element requires more bandwidth, the access element assesses its own needs and requests more bandwidth from the cloud. The negotiation and requests for bandwidth are accomplished with a set of dynamic and static bandwidth data that regiment the control of the bandwidth. | 01-24-2013 |
| 20130017813 | CHANGING THE USER INTERFACE AT A TELECOMMUNICATIONS TERMINAL - A technique is disclosed that changes one or more properties of a user interface at a telecommunications terminal based on an incoming call. When a first caller calls the telephone number of the terminal directly and the terminal answers the call, the terminal presents the direct call to the user through a first user interface. When a second caller calls a telephone number that is associated with a data-processing system and the call is then redirected to the terminal, the terminal presents the redirected call to the user through a second user interface. The telecommunications terminal can be a cell phone that belongs to a user, and the data-processing system can be a private branch exchange that serves an office enterprise network that the user belongs to, wherein the private branch exchange extends the call to the user's cell phone when the user is out of the office. | 01-17-2013 |
| 20130014032 | SYSTEM AND METHOD OF ENHANCED COLLABORATION THROUGH TELEPORTATION - Embodiments of the present invention generally relate to a system and method enhanced collaboration through teleportation. In one or more embodiments, there is provided a system for moderating an enhanced collaboration environment for at least a set of participants, comprising a server for facilitating a 2-D federated collaboration environment for the at least one set of participants; a server for facilitating a 3-D virtual collaboration environment for the at least one set of participants; and a gateway server for facilitating teleportation of at least two participants of the at least one set of participants from the 2-D federated collaboration environment to form a teleported collaboration group in the 3-D virtual collaboration environment. | 01-10-2013 |
| 20130013359 | SYSTEM AND METHOD FOR SCHEDULING BASED ON SERVICE COMPLETION OBJECTIVES - Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time. | 01-10-2013 |
| 20120331404 | SYSTEM AND METHOD FOR MULTI-MODEL, CONTEXT-AWARE VISUALIZATION, NOTIFICATION, AGGREGATION AND FORMATION - Systems, methods, and non-transitory computer-readable storage media for context-aware visualization, notification, aggregation, and formation in a multi-model collaboration space. The system first finds contextually related content from a multi-model collaboration space, wherein the multi-model collaboration space includes disjoint collaboration tools. The system then generates a unified content view of the multi-model collaboration space, wherein the unified content view presents the contextually related content from the multi-model collaboration space. | 12-27-2012 |
| 20120331066 | METHOD FOR VISUALIZING TEMPORAL DATA - In one embodiment, a method and system are provided that receive, during a selected time period, a plurality of different media streams exchanged, over a communications network, in one or more communications between a plurality of parties; and generate a multimedia presentation of the plurality of different media streams, wherein, in the multimedia presentation, the different media streams are referenced according to a common time scale. | 12-27-2012 |
| 20120324061 | METHOD AND SYSTEM FOR TRANSMITTING AND RECEIVING CONFIGURATION AND REGISTRATION INFORMATION FOR SESSION INITIATION PROTOCOL DEVICES - A system is provided for configuring a Session Initiation Protocol (SIP) device. The system includes at least one SIP server in communication with the SIP device over an Internet Protocol (IP) network. The at least one SIP server includes a database that stores SIP device configuration data and a receiver that receives a first SIP message to initiate SIP device configuration. The at least one SIP server also includes a transmitter that transmits configuration data to the SIP device in response to receiving the first SIP message. The receiver also receives a second message from the SIP device indicating whether the SIP device was successfully configured based on the configuration data. | 12-20-2012 |
| 20120321073 | GOAL-BASED ESTIMATED WAIT TIME - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine an estimated wait time for contacts waiting to be serviced by resources of the contact center without relying on the traditional First-In-First-Out behavior of contact centers. | 12-20-2012 |
| 20120321072 | ROUTING OF CONTACTS IN CONTACT CENTERS - Contacts are routed to contact center agents handling multiple concurrent contacts by determining, for each of a plurality of agents, a historical average measure of time taken by that agent to handle one more contact than they are currently handling, and making a routing decision which is at least partially based on this historical average measure of time. | 12-20-2012 |
| 20120321059 | METHODS AND SYSTEMS FOR MONITORING CONTACT CENTER OPERATIONS - A console for monitoring contact center operations is provided. The console comprises a camera for capturing a field of view of a contact center environment and a screen for displaying the captured field of view. The camera further comprises an identifier recognition module for determining an identifier from an element in the captured field of view displayed on the screen; and an interface for transmitting a request including the identifier to a contact center server and receiving from the contact center server, information associated with the identifier; wherein the screen is further arranged to display an overlay of the information on the captured field of view, to create an augmented reality of the contact center environment on the screen. | 12-20-2012 |
| 20120320737 | METHOD AND APPARATUS FOR LOSSLESS LINK RECOVERY BETWEEN TWO DEVICES INTERCONNECTED VIA MULTI LINK TRUNK/LINK AGGREGATION GROUP (MLT/LAG) - A method, apparatus and computer readable medium for maintaining two variables per port member of a network device which is part of a Split Multi Link Trunk/Link Aggregation Group (SMLT/LAG) is presented. A first variable comprising a link status variable reflecting a link status, and a second variable comprising a forwarding status variable reflecting a forwarding status of a forwarding plane with respect to the port are provided, the link status variable and the forwarding status variable in a first state when the port is operating properly. A failure related to the port is detected. The link status variable is set to a second state, and the forwarding status variable is set to a second state. | 12-20-2012 |
| 20120316907 | SYSTEM AND METHOD FOR MANAGING AGENT CONTACT ASSIGNMENTS NEAR END OF AGENT WORK SHIFT - Provided herein is a system and method to assign new work to one of a plurality of workers, near an end of a work shift of at least one worker. The method may include: receiving, from a customer, a request for new work; determining a remaining time in a work shift for one or more of the plurality of workers; assigning a worker priority for one or more of the plurality of workers by use of a predetermined criteria; demoting the worker priority of workers near the end of a work shift; and assigning a worker to the customer by use of worker priority, in order to assign the new work. | 12-13-2012 |
| 20120315846 | METHOD AND SYSTEM FOR PROXIMITY-BASED CONTENT SHARING - A system includes a combined NFC and Bluetooth interface that can interact with one or more other devices that also include the combined NFC and Bluetooth interface. A processor in the device executes an application that includes a thin client and a security wrapper. The thin client can package content in a packet with security settings and send the packet to the other device. Further, the thin client can accept packets from other devices. Based on one or more user settings and/or a level of trust between the devices, the thin client can determine if the packet should be accepted or rejected. If accepted, the thin client can store the content, located within the packet, for the user. | 12-13-2012 |
| 20120311155 | METHOD AND APPARATUS FOR ASSIGNING AND RELEASING LICENSES - Methods and systems for allocating licenses to devices are provided. More particularly, the devices included in a system may each require a license having a release value that is equal to or greater than the release value of the device in order to be fully operational. Upon the unregistration of a device, the highest cost or value license that can be made available while maintaining proper registration of the remaining registered devices is freed. More particularly, the difference between the number of devices registered and the licenses used is calculated for each release value. A variance for each release value, beginning with the least cost or lowest release value license and working towards the highest cost or value license is then calculated. The highest cost license that can be released is equal to the license value for which the calculated variance is equal to zero. | 12-06-2012 |
| 20120307623 | Method and Apparatus Providing Selective Flow Redistribution Across Multi Link Trunk/Link Aggregation Group (MLT/LAG) After Port Member Failure and Recovery - A method, apparatus and computer program product are presented. In a system having at least one Multi Link Trunk/Link Aggregation Group (MLT/LAG), a table is provided for each MLT/LAG, each table having at least one entry, each entry including at least two fields, a first field comprising a port member identification (ID) field and a second field comprising a port member status field. A port member status is checked for a port when a packet flow hashes into the table, and the status for the port member is determined. When the port member status is in a first state, then the associated port member ID is used as a destination port to transmit to. When the port member state is in a second state, then a next entry in the port table is accessed to find a next available entry having a port member status that is in the first state and the corresponding port member ID of the port member state that is in the first state is used as a destination port to transmit to. The first state is UP and the second state is DOWN. | 12-06-2012 |
| 20120304076 | METHOD AND SYSTEM FOR EXCHANGING CONTEXTUAL KEYS - A method and device for presenting contextual data to a participant in a collaboration. A first computing device determines that a first participant associated with the first computing device is participating in a communications session with a second participant associated with a second computing device. The first computing device determines a first plurality of contextual keys. The first computing device receives a second plurality of contextual keys from the second computing device. The first computing device identifies a plurality of contextual items based on the first plurality of contextual keys and the second plurality of contextual keys, and presents a user interface depicting a plurality of contextual item references, wherein each contextual item reference corresponds to one of the plurality of contextual items. | 11-29-2012 |
| 20120303659 | SOCIAL MEDIA IDENTITY DISCOVERY AND MAPPING - A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the private user data are correlated based on events, and a notification of the correlation is sent to an agent or a contact center system. The agent may verify that the identity of a poster has been accurately correlated with a customer record in the database. The agent or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site. | 11-29-2012 |
| 20120302236 | Method for Registering Communication Terminals with Base Station Devices by Using Virtual Appliances - A method for the registration of a communication terminal is provided. In some embodiments of the present invention, a communication terminal is registered with a base station by searching and executing a virtual appliance that contains base station software with which the communication terminal pre-subscribed. In some embodiments of the present invention, a communication terminal is registered as an endpoint device for a Session Initiation Protocol (SIP) uniform resource identifier (URI) when the communication terminal registers with the base station. | 11-29-2012 |
| 20120300921 | SYSTEM AND METHOD FOR SEARCH-BASED WORK ASSIGNMENTS IN A CONTACT CENTER - Provided herein is a system and method for assigning a service contact from a customer to a service agent. The method may include: generating a customer information record from the service contact; producing a result set of eligible service agents by use of the customer information record; sorting the result set of eligible service agents based upon a predetermined criterion, to produce a sorted result set of eligible service agents; assigning a service agent from the sorted result set of eligible service agents, to produce an assigned service agent; and monitoring a communication channel for a refusal message from the assigned service agent. If a refusal message is received from the assigned service agent, then the method may further include: classifying the assigned service agent as ineligible; and assigning another service agent from the sorted result set of eligible service agents, to produce an assigned service agent. | 11-29-2012 |
| 20120300920 | GROUPING OF CONTACT CENTER AGENTS - Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores. | 11-29-2012 |
| 20120295594 | PERFORMANCE CENTER MOBILE SUPERVISOR APPLICATION - Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action. | 11-22-2012 |
| 20120278727 | METHOD AND APPARATUS FOR ALLOWING DRAG-AND-DROP OPERATIONS ACROSS THE SHARED BORDERS OF ADJACENT TOUCH SCREEN-EQUIPPED DEVICES - A user interface(s) in which the displays of different devices become “synchronized” when the devices are brought into close proximity with one another. One exemplary embodiment permits drag-and-drop procedures that originate on one device to be terminated on the other. Illustratively, the solution could be handled in the following manner:
| 11-01-2012 |
| 20120278136 | DYNAMIC WORK ASSIGNMENT STRATEGIES BASED ON MULTIPLE ASPECTS OF AGENT PROFICIENCY - A contact center having a plurality of performance goals is provided. The contact center includes a routing agent operable, when a work item is to be routed to a servicing destination, determine, for each performance goal, a status of goal realization and a corresponding set of selection criteria for the determined statuses of goal realization and a destination selector operable to select the servicing destination based, at least in part, on the set of selection criteria. | 11-01-2012 |
| 20120278078 | INPUT AND DISPLAYED INFORMATION DEFINITION BASED ON AUTOMATIC SPEECH RECOGNITION DURING A COMMUNICATION SESSION - Methods and systems for providing contextually relevant information to a user are provided. In particular, a user context is determined. The determination of the user context can be made from information stored on or entered in a user device. The determined user context is provided to an automatic speech recognition (ASR) engine as a watch list. A voice stream is monitored by the ASR engine. In response to the detection of a word on the watch list by the ASR engine, the context engine is notified. The context engine then modifies a display presented to the user, to provide a selectable item that the user can select to access relevant information. | 11-01-2012 |
| 20120275337 | SYSTEM FOR TRANSMITTING HIGH QUALITY SPEECH SIGNALS ON A VOICE OVER INTERNET PROTOCOL NETWORK - The VolP quality speech process is activated when a subscriber accesses a speech quality sensitive resource or in response to an activation of the feature by the subscriber, or when it is determined that the originating subscriber terminal device requires the transmission of high quality speech signals. A transmit buffer, associated with the port circuit that serves the originating device, stores a predetermined number of packets as they are transmitted from the originating device. In the case of lost or damaged packets, the VolP quality speech system activates the transmit buffer to retransmit the missing or damaged packet to the destination device. Intelligent buffer management is provided, where the destination device can regulate the size of the transmit buffer as well as the size of its jitter buffer. | 11-01-2012 |
| 20120271942 | Managing Recordings of Communications Sessions - A device for recording the content of live communications sessions allocates each session with a unique identifier which is also communicated to a server, exchange, switch or endpoint having control of that session. A log of events occurring in the session is updated with the unique identifier of the recorded content, and following the session, the log of events is communicated to the recording device, indexed under the unique identifier, and stored with the recorded content of the session itself. | 10-25-2012 |
| 20120265808 | CONTEXTUAL COLLABORATION - An activity stream is created in a first medium. The activity stream is a mechanism where participants can collaborate on a subject. Participants are added to the activity stream. A participant in the activity stream initiates a communication in a second medium. The status of the communication is determined. If the status of the communication is active, the status of the communication is indicated in the activity stream. | 10-18-2012 |
| 20120264406 | OBSTACLE WARNING SYSTEM AND METHOD - As a user is interacting with a mobile device, the user is sometimes distracted from impending obstacles that may be approaching the user. The mobile device can detect an approaching obstacle and can determine that the user is also interacting with the mobile device. Upon detecting these two events, the user of the mobile device is notified of the approaching obstacle using various notification methods, such as displaying a message to the user or using an audible sound or message. The notification can also include interrupting an application on the mobile device, such as a video game, to display a message to the user of the approaching obstacle. | 10-18-2012 |
| 20120259928 | Removing or Correcting Email Recipients From an Email Chain - An email server receives an email. The email has a list of email addresses that includes the sender email address and the recipient addresses. The email is then sent to the recipients. An indication associated with one of the email addresses, such as the email address is invalid, the email address is for an incorrect recipient, the recipient does not want to receive responses to the email, and the like, is received. In response to the indication, responses to the email are filtered by not sending the response to an email address in the list of email addresses. | 10-11-2012 |
| 20120259712 | ADVERTISING IN A VIRTUAL ENVIRONMENT - A method and system for placing advertising content in a three-dimensional virtual environment. A predefined space is selected for receiving the advertising content from an advertising provider. Information regarding the context of the space within the virtual environment is used by the advertising provider to select appropriate advertising content that relates to the context of the space within the virtual environment where the advertising content is to be placed. The advertising content can be content already existing on an advertisement server. The advertising content can change and alternate content can be substituted for the original content upon the occurrence of certain events. | 10-11-2012 |
| 20120256723 | RANDOM LOCATION AUTHENTICATION - An authentication string, such as a password, consists of characters. Each of the characters in the authentication string is randomly associated with a defined location on a device. For example, an area on a touch screen can be associated with a character in the authentication string. When a user selects a location associated with the character, feedback is provided that identifies the character. When the user selects a location that is not associated with the character, feedback is provided that does not identify the character. | 10-11-2012 |
| 20120254407 | SYSTEM AND METHOD TO MONITOR AND TRANSFER HYPERLINK PRESENCE - Method to monitor and transfer hyperlink presence information, including: transmitting a hyperlink presence monitor request to a web server; receiving an hyperlink presence information; and rendering a hyperlink based upon the hyperlink presence information. Optionally, the hyperlink presence information is represented as one of: attributes of a hyperlink element; HTML5 microdata; RDFa data; and XHTML message data. Optionally, the hyperlink presence information includes: a last-update information to indicate when the hyperlink presence was last updated; a last-status information to indicate a latest hyperlink presence status; a monitor information to indicate a URI that points to a resource to monitor for hyperlink presence; a status-list information to indicate a list of hyperlink presence status values; and a target information to indicate the hyperlink to be monitored. | 10-04-2012 |
| 20120254362 | SYSTEM AND METHOD TO TRANSPORT HTPP OVER XMPP - Method to transport HTPP over XMPP, including: forming a first two-level URI template to identify web resources accessible by use of HTTP in an XMPP network, wherein a first level is XMPP-formatted and a second level is HTTP-formatted; binding HTTP to XMPP and stanzas; transmitting the HTTP messages in those stanzas; receiving a HTTP messages in those stanzas; and a XMPP mechanism to discover if an XMPP entity supports transporting HTTP over XMPP. | 10-04-2012 |
| 20120254102 | SYSTEM AND METHOD TO CALCULATE TIME WEIGHT IN RDF GRAPHS - Method to calculate time weight in an RDF graph, including: providing one or more triples of the RDF graph to an inference engine module, the one or more triples comprising a time information; providing a reference time to the inference engine; calculating an elapsed time from the reference time to the time value; and inversely weighting the time information by the elapsed time to provide a calculated time weight. Another embodiment may provide a method to update a time weight of a relation when an RDF graph has been added to or deleted from the relation. Another embodiment may provide a method to update a time weight of a relation represented by an RDF graph, when a new reference timestamp is provided. Another embodiment may provide a system to calculate time weight in an RDF graph. | 10-04-2012 |
| 20120253701 | MONITORING KEY-PRESS DELAY AND DURATION TO DETERMINE NEED FOR ASSISTANCE - In a user-interactive system, such as an interactive voice response (IVR) system, the duration and/or force of key-presses by the user and/or the speed of response to prompts by the user are used to make inferences about the user, such as whether the user is impaired or is growing frustrated. The user interface is modified based on the inferences. | 10-04-2012 |
| 20120250692 | METHOD AND APPARATUS FOR TEMPORAL-BASED FLOW DISTRIBUTION ACROSS MULTIPLE PACKET PROCESSORS - A method, apparatus and computer program product for temporal-based flow distribution across multiple packet processors is presented. A packet is received and a hash identifier (ID) is computed for the packet. The hash ID is used to index into a State Table and to retrieve a corresponding record. When a time credit field of the record is zero then the time credit field is set to a to a new value; a Packet Processing Engine (PE) whose First-In-First-Out buffer (FIFO) has the lowest fill level is selected; and a PE number field in the state table record is updated with the selected PE number. When the time credit field of the record is non-zero then the packet is sent to a PE based on the value stored in the record; and the time credit field in the record is decremented if the time credit field is greater than zero. | 10-04-2012 |
| 20120250675 | IMS APPLICATION SEQUENCING OPTIMIZER - An application optimizer is disclosed that is configured to optimize the execution of applications in an application sequence. Specifically, two or more applications in an application sequence may include proxy applications that are configured to embed commands into a call-setup message and the application optimizer is configured to parse and execute the commands embedded in the call-setup message as a single Back-to-Back User Agent. | 10-04-2012 |
| 20120246449 | METHOD AND APPARATUS FOR EFFICIENT LOOP INSTRUCTION EXECUTION USING BIT VECTOR SCANNING - A method, apparatus and computer program product for performing efficient loop instruction execution using bit vector scanning is presented. A bit vector is scanned, each bit in the bit vector representing at least one of a feature and a conditional status. The presence of a bit of said bit vector set to a first state is detected. The bit is set to a second state. An instruction address for a routine corresponding to said bit set to a first state is looked up using a bit position of said bit that was set to a first state. The routine is executed. The scanning, said detecting, said setting and said using are repeated until there are no remaining bits of said bit vector set to said first state. | 09-27-2012 |
| 20120246086 | GENERATION OF ENTERPRISE-WIDE LICENSES IN A CUSTOMER ENVIRONMENT - An enterprise licensing system is provided that includes a licensing agent | 09-27-2012 |
| 20120243544 | USAGE OF MASKED BMAC ADDRESSES IN A PROVIDER BACKBONE BRIDGED (PBB) NETWORK - Techniques disclosed herein include features and methods that extend functionality of provider networks including Provider Backbone Bridges (PBB) networks. Techniques include using a portion of information within Ethernet address encapsulation headers for purposes other than identifying source and destination device addresses. The system limits a number of bits in an address header that should be considered by a provider network node when doing an address lookup in forwarding tables of a provider network node, such as by masking the portion of bits or otherwise disregarding that portion of bits during address lookup. The remaining bits in the address field(s) become free bits that can be used for a variety of application purposes, such as flow path selection. By using information fields that already exist in the Mac-In-Mac (MIM) encapsulation header, such Techniques provide additional information without increasing packet size or requiring new protocols. | 09-27-2012 |
| 20120243539 | USAGE OF MASKED ETHERNET ADDRESSES BETWEEN TRANSPARENT INTERCONNECT OF LOTS OF LINKS (TRILL) ROUTING BRIDGES - Techniques herein include systems and methods that extend functionality of transport networks including Transparent Interconnect of Lots of Links (TRILL) networks. Techniques include using a portion of information within transport device address encapsulation headers for purposes other than identifying source and destination device addresses. The system masks a portion of bits in an address header for an address lookup in forwarding tables of a transport network node. The remaining bits in the address field(s) become free bits that can be used for a variety of application purposes, such as flow identifier selection. By using information fields that already exist in encapsulation headers, such techniques provide additional information without increasing packet size or requiring new protocols. Embodiments can combine Equal-cost multi-path routing (ECMP) functionality, Reverse Path Forwarding (RPF) checks, and Time to live (TTL) protection at the same time. | 09-27-2012 |
| 20120233549 | VIRTUAL DESKTOP INTEGRATION BASED ON PROXIMITY AND CONTEXT - A flexible Virtual Desktop Infrastructure is disclosed. In particular, mechanisms for determining location information for a client device and/or a usage context for the client device are provided. Based on the determined location and/or usage context a desktop profile may be selected from a plurality of desktop profiles mapped to the user of the client device for display by the client device. | 09-13-2012 |
| 20120233334 | SHARED MEDIA ACCESS FOR REAL TIME FIRST AND THIRD PARTY CONTROL - A communication system provides for establishing a communication environment where multiple media applications can share the same communication channel in a communication session. When establishing a communication session, an application or media application can create a token that can include information regarding resources assigned to or to be used with the communication session. The token may then be used and interpreted by other applications. When communicating during a communication session, the applications and/or components negotiate for access to ports or communication channels assigned to the communication session. Thus, two or more applications may use the same port(s) during the session by obtaining the token and accessing the resources assigned to the token. In this way, fewer ports or channels are used by the multiple applications by sharing resources. | 09-13-2012 |
| 20120229446 | METHOD AND SYSTEM FOR TOPIC BASED VIRTUAL ENVIRONMENTS AND EXPERTISE DETECTION - A method and system for creating a topic-based 3D virtual environment. The inventive method and system provides a 3D virtual environment that includes images, scenery, and content that relate to the topic of discussion in the virtual environment. If the virtual “meeting” should be adjourned or ended, the system saves the data, discussions that occurred during the meeting, and all the scenery and content related to the virtual meeting so that the meeting can be continued with all of the content and imagery in place. A virtual environment template containing this information is loaded and used for subsequent virtual meetings discussing the same topic. | 09-13-2012 |
| 20120226798 | FAST NETWORK DISCOVERY USING SNMP MULTI-CAST - A network management device sends an SNMP multi-cast GET on a network to discover all the network devices on the network or subnet. The network management device builds a Management Information Base (MIB) based on the responses received from the SNMP multi-cast GET. The MIB information is then sent to a Network Management System (NMS). | 09-06-2012 |
| 20120222135 | ADVANCED USER INTERFACE AND CONTROL PARADIGM INCLUDING DIGITAL RIGHTS MANAGEMENT FEATURES FOR MULTIPLE SERVICE OPERATOR EXTENDED FUNCTIONALITY OFFERS - Methods and systems for presenting information regarding multiple categories of content are provided. In addition, methods and systems that suggest activities by a user in relation to content and determined affinity for content in relation to user contacts are provided. A user interface application is provided that operates to display status and/or historical information regarding content, suggested activities, and suggested contacts. The user can interact with the interface to access detailed information and to act on suggestions. In addition the user can interact with the interface to share content to other users, including users participating in real time communication sessions. | 08-30-2012 |
| 20120222069 | ADVANCED USER INTERFACE AND CONTROL PARADIGM FOR MULTIPLE SERVICE OPERATOR EXTENDED FUNCTIONALITY OFFERS - Methods and systems for presenting information regarding multiple categories of content are provided. In addition, methods and systems that suggest activities by a user in relation to content and determined affinity for content in relation to user contacts are provided. A user interface application is provided that operates to display status and/or historical information regarding content, suggested activities, and suggested contacts. The user can interact with the interface to access detailed information and to act on suggestions. | 08-30-2012 |
| 20120221952 | ADVANCED USER INTERFACE AND CONTROL PARADIGM INCLUDING CONTEXTUAL COLLABORATION FOR MULTIPLE SERVICE OPERATOR EXTENDED FUNCTIONALITY OFFERS - Methods and systems for presenting information regarding multiple categories of content are provided. In addition, methods and systems that suggest activities by a user in relation to content and determined affinity for content in relation to user contacts are provided. A user interface application is provided that operates to display status and/or historical information regarding content, suggested activities, and suggested contacts. The user can interact with the interface to access detailed information and to act on suggestions. In addition the user can interact with the interface to share content to other users, including users participating in real time communication sessions. | 08-30-2012 |
| 20120221638 | SYSTEM AND METHOD FOR ADVANCED COMMUNICATION THREAD ANALYSIS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for forming communication threads. A system configured to practice the method receives a first log of first communications in a first modality and receives a second log of second communications in a second modality. Then, the system analyzes the first log and the second log to determine relationships between the first communications and the second communications. The system identifies, based on the relationships, sets of communications having a relationship strength above a threshold, and can form communication threads based on the sets of communications. The system can form communication threads by adding a meta-data tag to a communication unit. Example modalities include short message service (SMS), text, instant messages, phone calls, video calls, emails, events, social networking, and voicemail. The system can further rank the importance of communications threads based on user actions, to yield an importance value. | 08-30-2012 |
| 20120219145 | ETHERNET ISOLATOR FOR MICROPHONICS SECURITY AND METHOD THEREOF - A system and method for providing microphonic isolation on a transmission line. The transmission line has a first part and a second part. The first part of transmission line carries a data signal and a microphonic signal. The microphonic signal has frequencies that include those in a range of substantially 20 Hz to substantially 20 kHz. The system includes an isolation apparatus. The isolation apparatus has an input in electrical communication with a first part of the transmission line, an output in electrical communication with the second part of the transmission line, and a filter in electrical communication with the input and the output. The filter is arranged to substantially remove the microphonic signal received at the input from first part of transmission line and pass the data signal to the output. | 08-30-2012 |
| 20120218919 | SYSTEMS AND METHODS FOR GRANTING FEATURE CONTROL BASED ON USER LOCATION - A communication system comprises a plurality of communication devices and a feature control module. The plurality of communication devices reside at a plurality of locations associated with a user and are operatively associated with a communication network. The feature control module is configured to identify a location of the user, identify at least one of the communication devices at the plurality of locations, and grant feature control for a communication session to at least one communication device based on the identification of the location of the user. | 08-30-2012 |
| 20120218900 | AUTOMATIC MODIFICATION OF VOIP PACKET RETRANSMISSION LEVEL BASED ON THE PSYCHO-ACOUSTIC VALUE OF THE PACKET - An exemplary technique disclosed herein is that the transmitter of a VOIP stream can assess the psycho-acoustic importance of each packet, and then use a protocol that supports redundant transmission to retransmit only the packets that are judged to be important for voice quality and intelligibility. Illustratively, a packet containing a plosive might be retransmitted redundantly because of its disproportionate contribution to intelligibility, but a packet that occurs entirely within a long-duration fricative transmitted only once. An exemplary aspect may also support multiple levels of transmission redundancy based on multiple levels of packet importance, with the levels varying based on the relative psycho-acoustic importance of each packet and/or the degree of network congestion. | 08-30-2012 |
| 20120218894 | IMPLEMENTATION OF A QoS PROCESSING FILTER TO MANAGE UPSTREAM OVER-SUBSCRIPTION - A switch device can be configured to operate in a manner that was not originally intended. For example, a switch device can be a Broadcom XGS type of device that is configured with a packet-processing unit to perform line speed lookups in accordance with a default configuration. The default configuration can include classifying and forwarding received packets to an upstream interface based on VLAN information. The default configuration can be overwritten such that the switch device operates in a different manner than originally intended. For example, the switch device can be reconfigured to include mapping rules that specify different QoS data to be assigned to different type of received packets. Subsequent to utilizing the maps to identify QoS information for received packets, the reconfigured switch device uses the QoS information to forward the packets to queues in an upstream interface. | 08-30-2012 |
| 20120218374 | SYSTEM AND METHOD FOR ASSURING QUALITY REAL-TIME COMMUNICATION EXPERIENCE IN VIRTUAL MACHINE - Method to provide SIP session management of a real-time communication to a softphone client in a virtual machine, including: accepting an invitation to join a SIP session; receiving, by a server-based softphone in the SIP session, a real-time communication that is encoded with at least one SIP session aspect; transmitting the real-time communication and the at least one SIP session aspect to a client-based softphone; and using the at least one SIP session aspect for SIP session management. | 08-30-2012 |
| 20120216207 | DYNAMIC TECHNIQUES FOR OPTIMIZING SOFT REAL-TIME TASK PERFORMANCE IN VIRTUAL MACHINE - Methods to dynamically improve soft real-time task performance in virtualized computing environments under the management of an enhanced hypervisor comprising a credit scheduler. The enhanced hypervisor analyzes the on-going performance of the domains of interest and of the virtualized data-processing system. Based on the performance metrics disclosed herein, some of the governing parameters of the credit scheduler are adjusted. Adjustments are typically performed cyclically, wherein the performance metrics of an execution cycle are analyzed and adjustments may be applied in a later execution cycle. In alternative embodiments, some of the analysis and tuning functions are in a separate application that resides outside the hypervisor. The performance metrics disclosed herein include: a “total-time” metric; a “timeslice” metric; a number of “latency” metrics; and a “count” metric. In contrast to prior art, the present invention enables on-going monitoring of a virtualized data-processing system accompanied by dynamic adjustments based on objective metrics. | 08-23-2012 |
| 20120215737 | CENTRAL REPOSITORY FOR SEARCHES - Search systems and methods are disclosed. Content and data in support of search results are stored in a central repository. Moreover, the centrally stored content and data can be made available to one or more authorized devices. Searches can be conducted across a single device, or a community of devices. The community of devices over which a search is performed can include devices that are not publicly accessible, and that require the provision of authentication information. The community of devices over which a search is performed, and the set of authorized devices, can be determined based on various factors. | 08-23-2012 |
| 20120215579 | METHOD AND SYSTEM FOR OPTIMIZING CONTACT CENTER PERFORMANCE - A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact. | 08-23-2012 |
| 20120215577 | METHOD AND SYSTEM FOR OPTIMIZING CONTACT CENTER PERFORMANCE - A method for assigning individual contact processing resources of a contact centre to contacts in the contact centre is disclosed. On receiving a new contact at the contact centre, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact centre. A programmed processing object corresponding to each individual contact processing resource of the contact centre is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact. | 08-23-2012 |
| 20120209781 | Customer Loyalty, Product Demonstration, and Store/Contact Center/Internet Coupling System and Method - A system for storing information about searches and inquiries by a customer is provided. The system includes a customer service server that receives information from two or more sources, such as from a retail location sales agent, a website, a call center agent, etc. The information is associated and correlated to interrelate inquiries from the different sources. Further, when the user enters a retail location, a node or server at the retail location can push test application to a user's mobile device based on the past inquiries. These test applications are provided only when the customer is present in the retail location. As such, hacking the application is prevented. Further, with the customer using the application in the retail location, a sales agent is present to assist the customer. | 08-16-2012 |
| 20120209654 | MOBILE ACTIVITY ASSISTANT ANALYSIS - A method for analyzing performance of a microflow can include logging a summary of information associated with a plurality of messages of the microflow that relates to a task and a contact address, logging a time stamp for each of the messages, logging a time stamp associated with performance of the task, and analyzing the information and time stamps to determine a metric relating to the microflow. The method can further include logging a summary of information associated with communication sessions, and the logging of the content of the messages. The metric can be compared to metrics of other microflows to evaluate the performance of a task of the microflow and evaluate messaging and communication sessions opened during execution of the microflow. | 08-16-2012 |
| 20120209650 | CONTEXT-BASED MOBILE ACTIVITY ASSISTANT - A computer-implemented method for handling a workflow includes receiving a workflow request that includes a task to be performed and a contact address associated with the task, and sending a message to the contact address such as an acceptance or rejection of the workflow request, a status regarding performance or completion of the task, an inquiry about the task, or a request to open a communications session for discussing the task. The method further includes storing the task in a workflow queue in a memory, dynamically prioritizing the task, and presenting an indication of one of the task, the workflow request, a message, and a request to open a communication session at a human-machine interface such as a display. | 08-16-2012 |
| 20120209649 | MOBILE ACTIVITY MANAGER - A computer-implemented method for handling a microflow includes receiving a workflow request that includes a task associated with the workflow and a contact address associated with the task, performing an operation associated with receiving the workflow request that includes at least one of opening a communication session with the contact address and sending a response to the workflow request to the contact address. The method further includes storing the task, prioritizing the task, and performing an operation associated with execution of the workflow including at least one of opening a communications session with the contact address, sending a status associated with performance of the task, and sending a completion status of the task. | 08-16-2012 |
| 20120206559 | Changing Bandwidth Usage Based on User Events - Once an active video conference is set up and a user is viewing the active video conference at a video terminal, the video terminal looks for different events that indicate a change in focus of the user to or from the active video conference. For example, the user brings up another application and starts using the application or the user has minimized a window that is displaying the active video conference. The video terminal sends a change of focus message based on the event to a video conference bridge or another video terminal that is streaming the active video conference to the user. The video conference bridge/video terminal processes the message and changes video portion of the stream of the active video conference based on the message. The result is that there is improved use of bandwidth between the video terminal and the video conference bridge/video terminal. | 08-16-2012 |
| 20120201398 | ETHERNET ISOLATOR FOR MICROPHONICS SECURITY AND METHOD THEREOF - A system and method for providing microphonic isolation on a transmission line. The transmission line has a first part and a second part. The first part of transmission line carries a data signal and a microphonic signal. The microphonic signal has frequencies that include those in a range of substantially 20 Hz to substantially 20 kHz. The system includes an isolation apparatus. The isolation apparatus has an input in electrical communication with a first part of the transmission line, an output in electrical communication with the second part of the transmission line, and a filter in electrical communication with the input and the output. The filter is arranged to substantially remove the microphonic signal received at the input from first part of transmission line and pass the data signal to the output. | 08-09-2012 |
| 20120201255 | METHOD AND SYSTEM FOR COMMUNICATION SESSION BANDWIDTH CONTROL BASED ON ACTUAL BANDWIDTH USAGE - A method and system for allocating bandwidth among communication sessions are disclosed. In one embodiment, a method includes performing a first allocation to a first communication session and performing a second allocation to a second communication session. The method includes performing a reallocation of bandwidth from the first communication session to the second communication session based on a predetermined criteria. | 08-09-2012 |
| 20120195303 | SYSTEM AND METHOD FOR INTEGRATING CONVENTIONAL ENTERPRISE COMMUNICATION SYSTEMS INTO AN IP MULTIMEDIA SUBSYSTEM-BASED SERVICES ENVIRONMENT - A system and method for integrating conventional enterprise communication systems into an IMS-based services environment are disclosed. In one embodiment, when a call request is received for a call between first and second local users of a PBX, the PBX determines whether a class of service for either the first or second local user is for Exposed Local Call (ELC) processing. If so, then call information is routed through a Session Initiation Protocol (SIP) core network that is coupled to an Internet Protocol Multimedia Subsystem (IMS) server to provide IMS services to the call. | 08-02-2012 |
| 20120192088 | METHOD AND SYSTEM FOR PHYSICAL MAPPING IN A VIRTUAL WORLD - A method and system for capturing user actions in the real world and mapping the users, their actions, and their avatars into a three dimensional virtual environment. Data representing real world users are captured, collected and sent to a virtual proxy bridge, which transforms the data into control signal for avatars, which are then mapped to the virtual environment. The real world avatars move around in parallel with the users in the real world via the use of data capture devices such as radio frequency identification (“RFID”) readers, triangulation or global positioning satellite (“GPS”) systems, and cameras. Real world users can therefore be represented as virtual users, thus removing the distinction between real world users and virtual environment users. | 07-26-2012 |
| 20120191488 | Use of Location Aware Check-In by Visitors to Support Emergency Services - A previously unregistered visitor enters the site. Contact information associated with the visitor, such as the visitor's phone number(s), an email address of the visitor, emergency contacts of the visitor, and the like, are registered. Location information associated with the visitor, such as calendar information, duration of the visit, a check-in at the site, and the like are registered. The registered contact and location information are stored in an emergency database. An emergency, such as a 911 emergency (e.g., fire in the building) is detected. The visitor and/or another contact identified by the contact information are notified based on the location information. This allows entities to be able to provide the same emergency services for visitors as for regular employees. | 07-26-2012 |
| 20120189115 | METHOD AND APPARATUS FOR SEGMENTING WORK IN A CONTACT CENTER - Provided herein is a method and system for segmenting work implemented in a contact center server. The method may include: creating a plurality of common skill options; creating a service skill definition tree comprising a plurality of service skill options, wherein each of the plurality of common skill options is associated with the service skill definition tree; receiving a contact from a customer; obtaining a common skill option selection, wherein the common skill option is selected from the plurality of common skill options by the customer; transmitting the plurality of service skill options to the customer, and receiving a service skill option selection from the customer, wherein the service skill option selection is selected from the plurality of service skill options; and segmenting the contact to an agent associated with the common skill option selection and service skill option selection. | 07-26-2012 |
| 20120185618 | METHOD FOR PROVIDING SCALABLE STORAGE VIRTUALIZATION - A method, apparatus and computer program product for providing scalable storage virtualization is presented. Storage virtualization management functions are provided in a first device, and storage virtualization Input/Output (I/O) functions are provided in a second device. An interface is provided between the first device and the second device, wherein the first device manages and updates I/O functions of the second device. I/O operations are performed between the second device and at least one storage device. | 07-19-2012 |
| 20120183131 | SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD - A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent. | 07-19-2012 |
| 20120179982 | SYSTEM AND METHOD FOR INTERACTIVE COMMUNICATION CONTEXT GENERATION - An interactive communication, such as a video conference or an audio communication, is established and a user places the interactive communication on hold. Prior to and/or after the interactive communication was placed on hold, context information related to when the interactive communication was placed on hold is gathered. The interactive communication is taken off hold and the context information is presented to the user; thus providing the user with the context of the interactive communication when it was placed on hold. | 07-12-2012 |
| 20120174090 | PATCH AND DOT RELEASE LICENSING - Methods and systems for enforcing license requirements with respect to the installation of software updates are provided. In particular, the installation of a software update requires that the system running licensed software hold a license with a validation date that is the same as or later than a publication date associated with the software update. The validation date in the license file and the publication date associated with the software update are protected against unauthorized alteration. Software updates can be installed at a date later than the validation date in the license file, so long as the validation date is not earlier than the publication date of the software update. | 07-05-2012 |
| 20120173631 | METHOD AND APPARATUS FOR DELEGATING A MESSAGE - A method and apparatus for delegating a message. An audio message from a prioritized list of audio messages is received by a computing device. The audio message identifies a first sender designated priority and a first recipient prioritization attribute. A delegate for responding to the audio message is determined. A delegation action identifier identifying a delegation action of a plurality of delegation actions is determined. A first delegation action directs a delegate to generate a response and send the response to the sender without notifying a delegator. A second delegation action directs the delegate to generate the response and send the response to both the sender and the delegator. A third delegation action directs the delegate to generate the response and send the response to the delegator. A delegate identifier identifying the delegate and the delegation action identifier are communicated to the message server for delegation of the audio message to the delegate in accordance with the delegation action. | 07-05-2012 |
| 20120170724 | METHOD AND SYSTEM FOR DELIVERING MESSAGES - A method and apparatus for delivering a message. A plurality of audio messages destined for a recipient is received from a corresponding plurality of senders. Each of the plurality of audio messages includes a corresponding first sender designated priority designated by the corresponding sender. Member configuration data that identifies a first recipient prioritization attribute is accessed. A prioritized list of the plurality of audio messages is generated based on both the corresponding first sender designated priority and the first recipient prioritization attribute associated with the each of the plurality of audio messages. A subset of the plurality of audio messages is provided to a client device associated with the recipient based on the prioritized list. | 07-05-2012 |
| 20120170721 | METHOD AND APPARATUS FOR PROVIDING PRIORITY INDICIA ASSOCIATED WITH A PLURALITY OF MESSAGES - A method and apparatus for displaying information about a message. A subset of audio messages is received based on a prioritized list of a plurality of audio messages. The prioritized list of audio messages is prioritized based on a first sender designated priority and a first recipient prioritization attribute corresponding to each of the plurality of audio messages. For each audio message in the subset, a first sender priority indicium indicative of the first sender designated priority of each audio message, and a recipient priority indicium indicative of a priority corresponding to the first recipient prioritization attribute of each audio message, are displayed. | 07-05-2012 |
| 20120170578 | MULTICAST VPN SUPPORT FOR IP-VPN LITE - Techniques disclosed herein include systems and methods for providing multicast Virtual Private Network (VPN) support for IP VPN networks, including IP VPN-lite networks. Such techniques provide multicast VPN capability over an IP unicast core network by creating a multicast service VLAN and IP interface, which is used for multicast control traffic exchange between VPN instances. Multicast VPN data traffic is then carried over unicast IP-in-IP tunnels. A given ingress Provide Edge (PE) replicates the multicast traffic for all receiving egress PEs, and adds control information so that the multicast traffic appears as unicast traffic to the Core network. With such a technique, a given Core network only needs to run an IP unicast that is free of VPN unicast or multicast route or tree information. | 07-05-2012 |
| 20120167208 | SYSTEM AND METHOD FOR VOIP HONEYPOT FOR CONVERGED VOIP SERVICES - Disclosed herein are systems, methods, and computer-readable storage media for a honeypot addressing cyber threats enabled by convergence of data and communication services in an enterprise network. Suspicious incoming VoIP calls from the Internet to the enterprise network are intercepted and directed to a VoIP honeypot that acts as a network decoy and responds automatically during call sessions for the suspicious incoming VOIP calls while tracing the suspicious incoming VOIP calls. Suspicious outgoing VoIP calls from the enterprise network to the Internet are also intercepted and directed to the VoIP honeypot. Moreover, an unsolicited VoIP call is redirected to the VoIP honeypot when the unsolicited VoIP call has been received by a user agent in the enterprise network and a human user of the user agent confirms that the unsolicited VoIP call was unsolicited. | 06-28-2012 |
| 20120167060 | System and Method for Software Immunization Based on Static and Dynamic Analysis - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for analyzing source code and identifying potential defects. The methods employ both static analysis and dynamic testing to detect program defects early in the development stage for better quality with less cost. The analysis also ranks identified potential defects and reports only the most likely defects to a human developer. Once defects are detected, they can be removed right away and similar defects can be prevented automatically. | 06-28-2012 |
| 20120166534 | SYSTEM AND METHOD FOR GROUPING CONFERENCE PARTICIPANTS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for grouping e-conference participants. A system identifies participants for an e-conference and identifies groups based on e-conference participant characteristics. Participant characteristics such as job function, skill set, department, business unit or physical location are used to group participants. Each of the e-conference participants is associated with at least one group and the system visually displays participants in groups through an e-conference user interface. Additionally, the system retrieves a stored list of e-conference participants and groups from a previous e-conference and restores the list of participants and groups for a current e-conference. | 06-28-2012 |
| 20120166345 | SYSTEM AND METHOD FOR PERSONALIZED CUSTOMER SERVICE OBJECTS IN CONTACT CENTERS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing customized customer service interactions between users and an enterprise. A method includes the steps of receiving a customer service request from a user terminal and generating a customer intimacy profile for the user associated with the user terminal based at least on user data associated with the user and available from at least one social media channel. The method also includes assembling customer service object for the user terminal based at least on the customer intimacy profile, where the customer service object identifying at least one customer service channel available for the user. The method further includes delivering a user interface to the user terminal, where a content of the user interface is based on the customer service object. | 06-28-2012 |
| 20120166242 | SYSTEM AND METHOD FOR SCHEDULING AN E-CONFERENCE FOR PARTICIPANTS WITH PARTIAL AVAILABILITY - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for scheduling an e-conference for participants with partial availability. Initially, a system identifies a group of participants for the e-conference. The system receives a declaration of availability for the e-conference from at least one participant of the group. The declaration contains the partial availability of the participant based on time restrictions and topics of interest to the participant. Next, a schedule is determined for the e-conference based on the availability of the participants. Finally, the declarations of availability are displayed to the group of participants. In one aspect, participants update their declarations of availability during the e-conference and a schedule is updated to reflect the new declaration of availability. | 06-28-2012 |
| 20120166235 | SYSTEM AND METHOD FOR PROGRAMMATICALLY BENCHMARKING PERFORMANCE OF CONTACT CENTERS ON SOCIAL NETWORKS - Disclosed are systems, methods, and non-transitory computer-readable storage media for benchmarking the performance of a contact center of an enterprise with respect to online communications channels. A system configured to practice the method first identifies messages posted by users on an online communications channel during a first time interval. Each of these messages includes an identification of user problems encountered by the users. The system then identifies messages posted by agents of the enterprise on the online communications channel. Specifically, the messages identified are those consisting of an agents responding to the user problems identified in messages posted by the users. The system can then generate response performance measures for the enterprise. The response performance measures can be based on a temporal relationship between corresponding messages posted by a users and agents. Alternatively, the performance measures can be based on users' response to the responses provided by the agents. | 06-28-2012 |
| 20120166179 | SYSTEM AND METHOD FOR CLASSIFYING COMMUNICATIONS THAT HAVE LOW LEXICAL CONTENT AND/OR HIGH CONTEXTUAL CONTENT INTO GROUPS USING TOPICS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for identifying document topics. A system configured to practice the method receives a document from a corpus of documents, learns interpersonal relationships of users associated with the document, performs a lexical analysis of the document, and, based on the interpersonal relationships of the users and the lexical analysis, identifying a topic for the document. The approaches disclosed herein can integrate user-people relationships to identify topics for documents with low lexical or high contextual content. The system can learn this user-people relationship from context. The system uses this learned behavior to identify communication documents correctly. Another aspect is the separation of the two phases. The system overlays the learned model on the lexical topic analysis, allowing the system to capture user-defined topics and user behavior that is learned from other factors such as medium (calls, events, etc) or user preferences. | 06-28-2012 |
| 20120163577 | METHOD AND SYSTEM FOR AUTOMATIC CONFERENCE CALL SESSION MIGRATION - Disclosed herein are methods, systems, and non-transitory computer-readable storage media for conference call session migration. The conference call session migration includes automatically configuring and establishing a target conference call session during a source conference call session; automatically converting session state and session history from a source format of the source conference call session to a target format of the target conference call session, and automatically connecting per-user clients to the target conference call session. For example, in response to a request from a session manger, the participants on the source conference call session are added to the target conference call session in order to add new media or other conferencing capabilities subject to network and server capabilities, user devices, user conferencing software, user location, user preferences, and policies. | 06-28-2012 |
| 20120163576 | SYSTEM AND METHOD FOR CHANGING CONFERENCE MODERATORS DURING A CONFERENCE CALL - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for changing moderators during a e-conference. To change moderators during an e-conference, a system identifies a departure of the original moderator from the e-conference. A moderator can indicate his intention to leave an e-conference through the conferencing system. A participant to replace the original moderator is identified and subsequently promoted to replacement moderator while maintaining the e-conference. Additionally, changing moderators during an e-conference is accomplished by creating a new conference bridge and transferring each participant to the new conference bridge. This method allows for a seamless transfer between moderators during an e-conference without the inconvenience of reconnecting. | 06-28-2012 |
| 20120163571 | HIGHLY SCALABLE AND DISTRIBUTED CALL/MEDIA MODELING AND CONTROL FRAMEWORK - A highly scalable and distributed call/media modeling and control framework is described. In particular, a plurality of anchor point servers are provided which enable one or more applications to exert call and media control over in-progress communication sessions even though the applications were not originally bound to the communication session during its setup. | 06-28-2012 |
| 20120163568 | CONFERENCE ASSISTANCE SYSTEM AND METHOD - A conference manager detects that a communication has been initiated between a communication device and conferencing system. A user of the conferencing system is identified. For example, the user can be identified by using the caller ID of the person who initiated the communication. In response to identifying the user of the conferencing system, the conference manager gets a list of conferences in which the user is scheduled to participate. The list can include one or more conferences. | 06-28-2012 |
| 20120163558 | LATENCY COMPENSATION ADJUNCT FOR TELECONFERENCE VOICE SWITCHES - When making a decision about who should have control of a voice channel in a teleconference, one exemplary aspect is directed toward a voice switch mechanism that determines and takes into account a latency (such as a round trip latency) of each participant's path to the switch. The switch uses this information to ensure that short-latency paths do not have an unfair advantage over long-latency paths when individuals competitively seek control of the voice channel. Illustratively, if an individual is participating in the path that has a round trip latency of 300 ms or greater than that of other participants, the voice switch creates a level playing field even if it detects voice energy from a short-latency user first by granting control of the channel to the long-latency user if voice energy is detected from that user within 300 ms of the short-latency detection. | 06-28-2012 |
| 20120163162 | SPLIT MULTI-LINK TRUNKING (SMLT) HOLD-DOWN TIMER FOR INTERNET PROTOCOL (IP) MULTICAST - A method, apparatus and computer program product for providing mulitcast failover and recovery which minimizes lost packets is presented. A first network device returns to a fully active state and starts a multicast hold-down timer. A first message is sent to a second network device, the message indicating at least one Split Multi Link Trunk (SMLT) Virtual Local Area Network (VLAN) Identifier (ID) correlating to the multicast hold-down timer. The first network device receives an acknowledgment of said first message and Layer 2 forwards multicast data traffic to said second network device until the timer expires, whereupon the first device is capable of handling its own multicast data traffic, and then has Layer 2 bridging turned off and enables IP multicast routing. During the period of multicast hold-down timer, the second device will perform IP multicast forwarding on behalf of the first device. | 06-28-2012 |
| 20120158849 | METHOD AND SYSTEM FOR GENERATING A COLLABORATION TIMELINE ILLUSTRATING APPLICATION ARTIFACTS IN CONTEXT - A method and apparatus for generating a collaboration timeline which illustrates application artifacts in context. A collaboration session includes a plurality of participants. Each participant collaborates via a corresponding processing device. Media streams associated with the plurality of participants are received during the collaboration session and a collaboration media stream based on the media streams is generated. A collaboration application generates an artifact during the collaboration session. A timeline entry is generated in a collaboration timeline, the timeline entry including time information identifying a time associated with the artifact, and a reference to the artifact. | 06-21-2012 |
| 20120150424 | DESTINATION ARRIVAL ESTIMATES AUTO-NOTIFICATION BASED ON CELLULAR SYSTEMS - The present, in one embodiment, is directed to a method for determining vehicular speeds over various travel routes that includes the steps:
| 06-14-2012 |
| 20120148038 | CALL CENTER CALL PARKER - A call parker monitors calls between callers and a call center to determine the number of active calls to the call center. A maximum call center capacity is identified and compared to the number of active calls to determine if the maximum call center capacity is being met. If the maximum call center capacity has been met, new calls are intercepted and placed on hold until the maximum call center capacity is no longer being met (i.e., an agent completes a call). Once the maximum call center capacity is no longer being met, the new call(s) are transferred to the call center. | 06-14-2012 |
| 20120148037 | THIS CALL - An in-progress call can be manipulated such that user devices in proximity to the in-progress call, but not initially part of the call, are enabled to join the in-progress call. Determining that a user device is in proximity to an in-progress call may include detection, by the user device, of an in-progress call. Alternatively, or in addition, a communication device involved in the in-progress call may detect a user device and query the user device as to whether it has permissions to join the in-progress call and, if so, whether it wants to join the in-progress call. | 06-14-2012 |
| 20120144320 | SYSTEM AND METHOD FOR ENHANCING VIDEO CONFERENCE BREAKS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for enhancing a video conference break. The method can be implemented on any or all participants' client device or on a network-based device. A client-side system configured to practice the method detects, at a client device of a participant in a video conference, a beginning of a break in the video conference, gathers information describing a current status of the video conference, and displays, at the client device of the participant, the information. A network-based system maintains a current status of a video conference connecting a group of client devices, monitors the video conference to detect a beginning of a break, and, when the beginning of the break is detected, transmits at least part of the current status to each of the group of client devices for display to respective users of the group of client devices. | 06-07-2012 |
| 20120143645 | SYSTEM AND METHOD FOR MANAGING AGENT OWNED RECALL AVAILABILITY - Embodiments of the present invention generally relate to a system and method for managing agent owned recall availability in a contact center. In one embodiment of the present invention, there is provided a method for managing agent owned recall availability in a contact center, comprising providing a work force management engine; providing an agent availability database accessible by the work force management engine; receiving a parameter-specified request from a contact for agent owned recall availability; querying the work force management engine to determine agent owned recall availability data for the parameter-specified request; reserving the agent owned recall availability slot for the parameter-specified request; updating the work force management engine with the reserved parameter-specified agent owned recall availability slot data; and confirming the agent owned recall availability slot with the contact of the parameter-specified request. | 06-07-2012 |
| 20120139726 | INTELLIGENT MUSIC ON HOLD - Prior art solutions only implement absolute music-on-hold suppression at the conference bridge. The present disclosure moves the intelligence and control capabilities to the entity implementing music-on-hold functionality and also provides mechanisms for applying the music-on-hold treatment more intelligently. Intelligent and flexible music-on-hold control algorithms are disclosed which make conference participation more convenient and enjoyable. | 06-07-2012 |
| 20120136917 | SEAMLESS MOVEMENT BETWEEN PHONE AND PC WITH REGARD TO APPLICATIONS, DISPLAY, INFORMATION TRANSFER OR SWAPPING ACTIVE DEVICE - It would be beneficial to allow one or more of information, applications, desktops, and in general any information to be shared between a computer and a communications device. For example, it would be useful to be able to move a presentation from a computer to a mobile communications device. Some solutions attempt to address this by requiring a user to load the information on a laptop, USB key, burn it to an optical disk or the like, and then “open” the information on another device located at the remote destination. In one embodiment, through the use of one or more of virtualization and content translation, any information and/or applications can be exchanged between a computer and a communications device. More specifically, one embodiment utilizes metadata in conjunction with a virtualization environment to allow the exchange of information and/or applications between a personal computer and a communications device, or vice versa. | 05-31-2012 |
| 20120134487 | PREDICTED PERCENT SERVICE LEVEL - A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to calculate short-term predictor metrics for achieving particular percent service level objectives in a plurality of skills, determine an optimal skill based on the comparison of short-term predictor metrics, and assign an agent to the optimal skill to increase the contact center's overall operational efficiency and performance. | 05-31-2012 |
| 20120131433 | APPARATUS AND METHOD FOR AUTOMATICALLY DETERMINING A VERSION OF A FILE - A method for versioning is provided. The method includes receiving a command to compose a primary communication, and receiving a command to include a secondary communication with the primary communication. The method also includes determining a version of the secondary communication, and transferring the primary communication, the secondary communication, and the version from a sending device for delivery to and display by a recipient device. | 05-24-2012 |
| 20120128140 | Providing a Roster and Other Information Before Joining a Participant Into an Existing Call - A communication manager establishes a call between two or more participants on two or more communication devices. The call can be an audio or video call. A call request is sent from one of the communication devices to conference an additional communication device to the call. For example, a participant in the call decides to conference an additional person to further discuss an idea. | 05-24-2012 |
| 20120127998 | NETWORK SWITCH PORT AGGREGATION - A network switch configures a static forwarding to a packet processor by suppressing packet switching and forwards all traffic received on a group of ports a trunk port for aggregation. A trunk header is overloaded with message classification information for use at the downstream packet processor. Routing logic retrieves the packet classification information and stores the information in control fields that are ignored due to the static forwarding and local switching disablement. The static forwarding forwards the packet, with the appended classification information, to a packet processor via the aggregation port. Packet classification information is indicative of the type of the message traffic and is performed upon packet arrival at the switching device. The packet processor reads the classification information from the overloaded control fields, rather then expending processing resources to determine the classification, and sends the message packet on an ingress port to a switching fabric for further transport. | 05-24-2012 |
| 20120127864 | PERFORMING POLICING OPERATIONS IN PACKET TIME - Methods and apparatus provide for a Packet Policer. The Packet Policer determines a first amount of tokens based on an interval occurring between receipt of a first packet and receipt of a second packet, where the first packet was received before the second packet. The Packet Policer determines a second amount of tokens based on a size of the second packet. The Packet Policer then updates a token bucket with the first amount of tokens as the second amount of tokens is removed from the token bucket. | 05-24-2012 |
| 20120121076 | METHOD AND SYSTEM FOR CONTROLLING AUDIO SIGNALS IN MULTIPLE CONCURRENT CONFERENCE CALLS - A method and apparatus for controlling audio signals associated with a plurality of conferences. A user interface is displayed that depicts a first defined area and a second defined area. The first defined area is associated with a first conference and the second defined area is associated with a second conference. A first plurality of participant identifiers is displayed in association with the first defined area, and each of the plurality of participant identifiers corresponds to a different participant of a plurality of participants in the first conference. Aural position identifiers are determined for each participant associated with the first conference, and an aural position identifier is selected for the second conference. Audio signals are provided at aural positions identified by the aural position identifiers, enabling the user to correlate the voices of different participants with corresponding locations on the user interface, and to listen to multiple conferences simultaneously. | 05-17-2012 |
| 20120113817 | Multicast Network Diagnostics - A Shortest Path Bridging (SPB) network provides a multicast traceroute using network identifiers such as IP addresses for the source and destination (multicast group). The network identifiers, which are based on layer 3 (IP) designations of the traced multicast group, are mapped to a network identifier of the multicast group (corresponding to a layer 2, or MAC address) and an associated Virtual Local Area Network (VLAN) which is used to transport the packets belonging to the multicast flow. Therefore, an operator issuing the traceroute command need not be familiar with the layer 2 concepts of the network, but rather need only supply the layer 3 (IP address) designations of the concerned entities. | 05-10-2012 |
| 20120110393 | METHOD AND APPARATUS PROVIDING FAILOVER FOR A POINT TO POINT TUNNEL FOR WIRELESS LOCAL AREA NETWORK SPLIT-PLANE ENVIRONMENTS - A method, apparatus and computer program product for providing failover for a point to point tunnel for wireless local area network split-plane environments is presented. A second network switch learns first data associated with a third network switch and the second network switch terminates a tunnel. The third network switch learns second data associated with the second network switch. The first and second data are synchronized between the second network switch and the third network switch. The second network switch and the third network switch load sharing tunnel data packets. The third network switch forwards tunnel control packets received by the third network switch to the second network switch. A failure relating to the second network switch is detected and a new tunnel is established with the third network switch. | 05-03-2012 |
| 20120110196 | METHODS AND SYSTEMS FOR SELECTIVELY SHARING CONTENT - A method for sharing content with participants in a conference including establishing a network conference session, identifying restricted content to be shared, and identifying global content which is a subset of the restricted content. The method further includes the steps of identifying a global participant group for the network conference session wherein members of the global participant group attend the network conference session using one or more communication devices, identifying a restricted participant group for the network conference session wherein members of the restricted participant group attend the network conference session using one or more communication devices, transmitting the restricted content to the restricted participant group, and transmitting the global content to the global participant group. | 05-03-2012 |
| 20120110084 | PROFILE INFORMATION BASED ON PARTICIPANT IDENTITY FOR PEER-TO-PEER SESSIONS - A method is employed in association with a communication session over a peer-to-peer network between a first node associated with a first session participant and a second node associated with a second session participant. In the method, identification information identifying the second session participant is received. Profile information descriptive of the second session participant is gathered using the identification information. The communication session is conducted using the profile information descriptive of the second session participant. | 05-03-2012 |
| 20120110083 | Inter-Corporate Collaboration Overlay Solution for Professional Social Networks - A service provider includes a broker. The broker receives a request from a business organization requestor for one or more potential collaborators in a determined subject matter area; accesses one or more personal profiles maintained by one or more social network services; selects a subset of individuals described in the accessed profiles as being of potential interest to the requestor; and provides to the requestor information describing the members of the subset of individuals. | 05-03-2012 |
| 20120106523 | PACKET FORWARDING FUNCTION OF A MOBILITY SWITCH DEPLOYED AS ROUTED SMLT (RSMLT) NODE - A method, apparatus and computer program product for providing Routed Split Multi Link Trunking (RSMLT) for Wireless Local Area Network (WLAN) tunnels is presented. A first and second network switch learn data associated with each other, wherein the first network switch and the second network switch operate concurrently. The first network switch terminates a WLAN Tunnel. The data is synchronized between the first network switch and the second network switch, wherein the data includes MAC Addresses, Internet Protocol (IP) interface addresses, Virtual Local Area Network (VLAN) associations, WLAN tunnel assignments and Network switch Internet Protocol (IP) addresses. Load sharing of tunnel data packets is performed by the first and the second network switch. Tunnel control packets received by the second network switch are forwarded to the first network switch over an Inter Switch Trunk (IST). | 05-03-2012 |
| 20120106320 | ROUTED SPLIT MULTI-LINK TRUNKING RESILIENCY FOR WIRELESS LOCAL AREA NETWORK SPLIT-PLANE ENVIRONMENTS - A method, apparatus and computer program product for performing Routed Split Multi-Link Trunking Resiliency for Wireless Local Area Network split-plane environments is presented. A first network switch learns first data associated with a second network switch and the first network switch terminates an Access Tunnel (AT). The said second network switch learns second data associated with said first network switch. The first and second data are synchronized between the first network switch and the second network switch. The first network switch and the second network load sharing tunnel data packets. The second network switch forwards tunnel control packets received by the second network switch to the first network. A failure relating to said first network switch is detected and a new AT is established with the second network switch. | 05-03-2012 |
| 20120096167 | RESOURCE ALLOCATION USING SHARED RESOURCE POOLS - The present disclosure describes methods and systems for managing resources, for example in connection with call admission control or other communications or transactions in a system. In particular, a plurality of resource pools are established. At least a first or priority resource is associated with a minimum resource amount, while at least a second or normal resource pool is associated with a maximum resource amount. From the system resource pools, allocations are made to each of a plurality of system servers. If a server receives a request for priority resources that cannot be satisfied from the allocation of priority resources made to that server, that server may borrow from an allocation of normal resources. Resources can also be shared between servers. Accordingly, if required resources are not available from an allocation made to a server receiving the request for resources, that server can request resources from another server. In responding to a request to share resources, a server can attempt to fill the request as if the request had originally been made to that server. | 04-19-2012 |
| 20120093338 | SYSTEM AND METHOD FOR SPATIAL NOISE SUPPRESSION BASED ON PHASE INFORMATION - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for suppressing spatial noise based on phase information. The method transforms audio signals to frequency-domain data and identifies time-frequency points that have a parameter (e.g., signal-to-noise ratio) above a threshold. Based on these points, unwanted signals can be attenuated the desired audio source can be isolated. The method can work on a microphone array that includes two microphones or more. | 04-19-2012 |
| 20120093306 | METHODS AND SYSTEMS FOR MONITORING CONTACT SESSIONS OF A CONTACT CENTER - A system for monitoring contact sessions of a contact center. The system comprises a work assignment engine for allocating contacts received at the contact center to resources of the contact center and a monitoring module, arranged to detect an allocation of a contact to a resource to determine a skill requirement of the contact. The work assignment engine is further arranged to fork a session between an originator of the contact and the resource, to a monitor resource, in response to the detected skill requirement satisfying a monitor resource skill requirement. | 04-19-2012 |
| 20120089395 | SYSTEM AND METHOD FOR NEAR REAL-TIME IDENTIFICATION AND DEFINITION QUERY - A method of operating a communication system includes generating a transcript of at least a portion of a conversation between a plurality of users. The transcript includes a plurality of subsets of characters. The method further includes displaying the transcript on a plurality of communication devices, identifying an occurrence of at least one selected subset of characters from the plurality of subsets of characters, and querying a definition source for at least one definition for the selected subset of characters. The definition for the selected subset of characters is displayed on the plurality of communication devices. | 04-12-2012 |
| 20120084782 | Method and Apparatus for Efficient Memory Replication for High Availability (HA) Protection of a Virtual Machine (VM) - High availability (HA) protection is provided for an executing virtual machine. At a checkpoint in the HA process, the active server suspends the virtual machine; and the active server copies dirty memory pages to a buffer. During the suspension of the virtual machine on the active host server, dirty memory pages are copied to a ring buffer. A copy process copies the dirty pages to a first location in the buffer. At a predetermined benchmark or threshold, a transmission process can begin. The transmission process can read data out of the buffer at a second location to send to the standby host. Both the copy and transmission processes can operate substantially simultaneously on the ring buffer. As such, the ring buffer cannot overflow because the transmission process continues to empty the ring buffer as the copy process continues. This arrangement allows for smaller buffers and prevents buffer overflows. | 04-05-2012 |
| 20120084520 | Method and Apparatus for Efficient Memory Replication for High Availability (HA) Protection of a Virtual Machine (VM) - High availability (HA) protection is provided for an executing virtual machine. At a checkpoint in the HA process, the active server suspends the virtual machine; and the active server copies dirty memory pages to a buffer. During the suspension of the virtual machine on the active host server, dirty memory pages are copied to a ring buffer. A copy process copies the dirty pages to a first location in the buffer. At a predetermined benchmark or threshold, a transmission process can begin. The transmission process can read data out of the buffer at a second location to send to the standby host. Both the copy and transmission processes can operate asynchronously on the ring buffer. The ring buffer cannot overflow because the transmission process continues to empty the ring buffer as the copy process continues. This arrangement allows for using smaller buffers and prevents buffer overflows, and thereby, it reduces the VM suspension time and improves the system efficiency. | 04-05-2012 |
| 20120084217 | SYSTEM AND METHOD FOR RESPONDING TO CHANGING CONDITIONS IN CONTACT CENTERS - Embodiments of the present invention relate to a business continuity system and method where conditional profiles and processes can be set for multiple contact centers with a set of object types while each contact center object is capable of responding uniquely to a changed condition. In accordance with one embodiment, there is provided a contact center management system for managing conditions in a contact center, the system comprising a computer system database for storing conditional profiles, each conditional profile corresponding to a set of varying types of objects associated with a contact center; a condition monitoring unit for receiving condition notifications from the contact center; and a response unit for responding to a received condition notification with a corresponding conditional profile having the set of objects associated with that conditional profile, wherein multiple object types in the set of objects are capable of uniquely responding to the received condition. | 04-05-2012 |
| 20120084111 | SYSTEM AND METHOD FOR ADAPTIVE MULTIPLE CONTACT ASSIGNMENT - Embodiments of the present invention generally relate to a system and method for adaptively assigning multiple contacts to an agent determined by that agent's current metrics data or effectiveness measure. In one embodiment, there is provided a method for adaptively assigning multiple contacts to an agent in a contact center, comprising providing a reporting engine containing an agent's metrics; providing an assignment engine for assigning multiple contacts to the agent based upon the agent's metrics received from the reporting engine; storing each contact being served by the agent with at least one agent metrics element to be measured by the reporting engine; updating the agent's metrics in the reporting engine based upon the measured at least one metrics element; comparing the agent's updated metrics with stored target metrics; and assigning multiple contacts to the agent when the agent's metrics is within the target metrics. | 04-05-2012 |
| 20120082304 | Conference Bridge Audio Quality Diagnostic and Self Configuration System and Method - A conference diagnosis system can correlate information about a current teleconference with information about past conferences to make an intelligent assessment as to the potential cause of a poor audio or other condition. A conference bridge conducting the conference can then change various configuration settings on the conference bridge to resolve the problem. A running average of the results of past adjustments can be measured and direct future configuration changes. Thus, past successful adjustments can provide a starting point for changes to a new conference and real-time digital signal processing (DSP) adjustments can help tailor changes to the specific conference. | 04-05-2012 |
| 20120082303 | METHOD AND SYSTEM FOR MANAGING A CONTACT CENTER CONFIGURATION - A system for adapting a contact center configuration in order to achieve a specific business goal is provided. The system comprises a display for displaying to a user a representation of an actual state of a performance metric of the contact center, an interactive tool for enabling the user to interact with and thereby modify the representation of the performance metric to a desired state, and a computation engine. The computational engine is arranged to determine a measure of the modification of the representation and to identify at least one contact center configuration parameter, which if adjusted, results in an update of the actual state of the performance metric which more closely approaches the desired state represented by the modification. | 04-05-2012 |
| 20120082066 | GLOBAL CONFERENCE ROSTER FOR DISTRIBUTED BRIDGES - When a conference bridge establishes a link line with another conference bridge to provide a global conference, a global conference application executing at the conference bridge establishes a SIP dialout with one or more remote conference bridges. The global conference application uses the XCON standard and/or the CCMP draft standard to subscribe for event notifications for that conference from the remote conference bridge. The received event notifications can be made available for use by the source conference bridge when constructing the roster information for applications executing at the source conference bridge. The received event notifications can be displayed and provide the proper diagram for the distributed conference complete with media, mode, and other information displayed. Further, the system allows the use of intelligent endpoint user interfaces to control mute, lecture mode, sidebars, breaking the bridge into sub-groups, and the like during the conference. | 04-05-2012 |
| 20120079099 | SYSTEM AND METHOD FOR A CONTEXT-BASED RICH COMMUNICATION LOG - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for generating a context-based rich communication log. A system configured to practice the method performs a context-based analysis of a history of communication sessions over at least two communication modalities, wherein the context-based analysis considers semantic meaning, temporal relationship, and user activities. The system generates associations between the communication sessions based on the context-based analysis, and generates the context-based rich communication log based on the associations. The context-based analysis can be based on time, session participant identifications, ongoing events, and/or on-demand queries of the communication sessions. The system can then present the context-based rich communication log to a user. The context-based rich communication log can be used as part of at least one of a predictive contacts application, a topic analyzer, a conferencing application, and a personal communication assistant, for example. | 03-29-2012 |
| 20120079066 | SYSTEM AND METHOD TO CREATE BI-DIRECTIONAL EVENT SUBSCRIPTIONS - System and method to create a bi-directional event subscription. The method includes responding to a request by providing a URI of the subscription factory of the first topic; receiving a request to create a bidirectional subscription; creating a first subscription resource to represent an outbound event flow from a first topic to a second topic; sending a discovery request to a remote host for a URI of a subscription factory of the second topic; receiving the URI of the subscription factory of the second topic; requesting creation of a second subscription resource, to represent an outbound event flow from the second topic to the first topic; receiving from the remote host a URI of the second subscription resource; entangling the first subscription resource with the second subscription to form the bi-directional event subscription; and providing to the web browser a URI of the first subscription. | 03-29-2012 |
| 20120076129 | AUTOMATIC USER REDUNDANCY DETERMINATION - The embodiments presented herein provide an automated process for provisioning a user in a communication system. A session manager, which can be a server in the communication system that provides call connection and routing, may receive registration request from communication device (e.g. a cellular telephone, an IP-enabled phone, etc.). The session manager may determine one or more characteristics about the communication device and/or determine a load on one or more other session managers in a cluster of session managers. Based on both the communication device characteristics and/or the loads on the two or more session managers, the session manager can determine a set of session managers, which may include a primary session manager and a secondary session manager, which can manage the user data for the communication device. This session manager set information may then be sent to the communication device and to other session managers in the cluster. The set of session managers may then manage the user data for the communication device. | 03-29-2012 |
| 20120075202 | EXTENDING THE TOUCHABLE AREA OF A TOUCH SCREEN BEYOND THE BORDERS OF THE SCREEN - A touchable area of a user interface (such as that displayed on a touch screen touchpad or trackpad), i.e., the locations where the user may place their finger in order to initiate an action, can be extended beyond the border of the screen or device through the use of remote sensors that can detect when, for example, a finger or object is present at a specific location in 3-D space relative to the device. Sensors exist to perform this detection and are typically based on one or more of optical detection (for example infrared), acoustic detection (for example, via high frequency echo location), ultrasonic detection, inductive detection, capacitive detection, and in general can be based on any type of opto, opto-electronic, electrical and/or electro-mechanical sensor technology. | 03-29-2012 |
| 20120072845 | SYSTEM AND METHOD FOR CLASSIFYING LIVE MEDIA TAGS INTO TYPES - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for classifying a live media tag into a type. A system configured to practice the method receives a group of tags generated in real time and associated with at least a portion of a live media event, identifies a tag type for at least one tag in the group of tags, and classifies the at least one tag as the tag type. Tag types can include system-defined types, user-entered types, categories, media categories, and text labels. More than one user can generate tags for the media event via more than one tagging platform. The system can further identify the tag type by sending to a user a list of suggested tag types, receiving from the user a selection of a suggested tag type from the list, and identifying the tag type as the suggested tag type. | 03-22-2012 |
| 20120071145 | PERVASIVE CONTACT CENTER - Methods and systems that support the receipt of location data and/or touch data from a mobile communication device are provided. More particularly, a mobile customer service server is provided that can receive location data from or regarding a mobile communication device, and associate that location data with recognition data. The recognition data can in turn be delivered to other server side components, and used to select content to be returned to the mobile communication device. The mobile customer service server can also receive touch data input to the mobile communication device, and can provide recognition data related to the touch input to other server side component. Server side components provided with location or touch data by the mobile customer service server do not themselves need to natively support location recognition or touch recognition capabilities. | 03-22-2012 |
| 20120069986 | METHOD AND SYSTEM FOR MONITORING CONTACT CENTER TRANSACTIONS - A method and system for concurrently monitoring contact center agents. A user interface executes on a supervisor station and displays multiple agent identifiers, including a first agent identifier and a second agent identifier, on a display device. The supervisor station provides to a three-dimensional spatial audio engine (3DSAE) first audio attribute data identifying a location of the first agent identifier in the user interface with respect to a supervisor reference position, the first audio attribute data including first audio direction data and first audio distance data. The supervisor station receives from the 3DSAE first voice signals corresponding to the first agent identifier, wherein the first voice signals include aural characteristics based on the first audio attribute data, and presents the first voice signals to an output port. | 03-22-2012 |
| 20120063587 | MULTI-MICROPHONE SYSTEM TO SUPPORT BANDPASS FILTERING FOR ANALOG-TO-DIGITAL CONVERSIONS AT DIFFERENT DATA RATES - One exemplary problem addressed by the techniques disclosed herein is that the A-to-D converter of the broad-band audio codec that is being used more frequently in IP telephony, G.722, samples the analog audio source 16,000 times per second, rather than 8,000. Since all G.722-capable telephones must continue to be G.711-capable, one problem is that a microphone that provides appropriate bandpass filtering for G.722 encoding fails to provide adequate filtering for G.711. One exemplary aspect is therefore directed to telephones that must be able to switch back and forth between narrow-band digital audio encoding in which the A-to-D converter samples the audio stream 8,000 times per second, and a wide-band audio encoding in which the A-to-D converter samples the audio stream 16,000 times per second. This is accomplished using one or more of a plurality of switched microphones, a filter and a modification of the resonant frequencies of a handset. | 03-15-2012 |
| 20120063465 | ACCESS NETWORK DUAL PATH CONNECTIVITY - A transport network employs dual homing to an access network to provide connectivity from multiple network switches. Dual homing is a mechanism by which an access network employs pair of switches in the transport network as if it were connecting to a single device. Conventional arrangements for defining multiple paths from a transport network to an access network suffer from the shortcomings of potential routing loops, increased hops to the access network, and inability or inconsistency with forwarding to different types of access networks, and may involve redirecting traffic absent faults in the access network. The dual homed network switches identify the type of access network and perform switching logic corresponding to the access network type to provide comprehensive dual-homed support to the access network independently of the type of transport employed in the access network, and employ redirection only if there is a fault in the access network. | 03-15-2012 |
| 20120063453 | MULTICAST TREE DISCOVERY USING 802.1ag - Methods and apparatus provide for a network device(s) employing tree tracer processing of a data packet(s) and/or a response(s) in order to discover and graphically represent all the paths within a hierarchical tree of network devices for multicast traffic flows. Specifically, a first network device receives a data packet. The data packet provides a multicast target MAC address. The first network device forwards the data packet to a plurality of network devices, where each of the plurality of the network devices belong to a multicast group identified according to the multicast target MAC address. Based on receipt of the data packet, the first network device generates and transmits a first response to a source of the data packet. The first response indicates a placement of the first network device with respect to a hierarchical tree of the plurality of network devices belonging to the multicast group. | 03-15-2012 |
| 20120063451 | SHARED VIRTUAL TUNNELS SUPPORTING MAC LEARNING IN COMMUNICATION NETWORKS - Embodiments herein include systems and methods for providing a mechanism for tunneled data transport within a dual homed access network. A tunnel manager, at a first network connectivity device in a transport network, identifies the transport network configured to interconnect at least two access networks for transporting data traffic between one or more end stations connected to the access networks. The first network connectivity device is coupled to a first access network. The tunnel manager identifies a second network connectivity device. The second network connectivity device is coupled to the first access network to provide the first access network dual homed access to the transport network via the first and second network connectivity devices. The tunnel manager creates a virtual tunnel that connects the first and second network connectivity devices to a third network connectivity device across the transport network. The virtual tunnel defines a same virtual tunnel having multiple paths such that the third network connectivity device learns a single virtual tunnel for device address learning. | 03-15-2012 |
| 20120057691 | Routing Communication Sessions in a Contact Center - A system for routing communication sessions between a contact and an agent of a contact center is disclosed. The system is arranged to simultaneously connect more than one contact to an agent of the contact center capable of simultaneously handling a plurality of contacts. Typically, the contacts comprise non-voice contacts The system is arranged to obtain a respective time-varying characteristic associated with the various agents indicating an intermediate level of activity for the agents between the agents being unoccupied and the agents being fully occupied with handling contacts. New contacts received at the contact center are routed to an agent based at least partially the time-varying characteristic for the agents. | 03-08-2012 |
| 20120057565 | DLS-ASSISTED WIRED TO WIRELESS HANDOVER - Solutions are proposed to enable a seamless handover/handback of a communication between a docked state and an undocked state. The transfer is effected by performing a transfer between a docked persona of a user and an undocked persona of that same user. By utilizing certain SIP transfer mechanisms or H.323 bridged-appearances, in-progress call sessions and media can be sustained during handover and/or handback. | 03-08-2012 |
| 20120047525 | OCAP/STB ACAP/SATELLITE-RECEIVER AUDIENCE RESPONSE/CONSUMER INFORMATION APPLICATION - An exemplary aspect is directed toward one or more solutions that are capable of providing feedback information about OCAP/ACAP/IMS solutions generally related to audience acceptance and satisfaction, and extensions thereto. For example, one exemplary aspect is directed toward information, such as consumer feedback about their viewing choices, being gathered, evaluated and distributed. Even more specifically, an exemplary aspect is directed toward the use of information, such as personalized or customized information and personal preferences contained in an STB combined with an OCAP/ACAP/IMS intelligent personal agent and application(s) to provide advanced interactive and interoperable services to both obtain and distribute feedback about OCAP/ACAP/IMS services. | 02-23-2012 |
| 20120046031 | Call-Handling for an Off-Premises, Telecommunications Terminal with an Installed Subscriber Identity Module - Apparatus and method are disclosed that enable an organization's enterprise-wide network to accommodate roaming wireless terminals that are affiliated with the local enterprise networks within the enterprise-wide network. An embodiment of a system is capable of handling a wireless terminal, such as a cellular telephone, that is able to use different SIM cards in different geographic regions or service-provider networks. A mobility client that is part of the wireless terminal registers when it detects that a new SIM card has been installed at the wireless terminal, whereby the client provides the subscriber-specific information that the wireless terminal reads from the SIM card. The mobility client identifies itself to the server by a user identifier, such as the station extension with which the terminal is affiliated back at the home local enterprise network. Upon successful registration, the client receives an access number suitable for its current location. | 02-23-2012 |
| 20120045049 | SELF-ORGANIZING DIRECTORY DISPLAY - A method and communications device for displaying a contacts directory to a user. A contacts directory comprising a plurality of contact entries is maintained. Each contact entry includes a corresponding contact identifier and a corresponding contact address. A communication metric is maintained for at least some of the plurality of contact entries based on communication interactions via the corresponding contact address of the contact entry. A request to display the contacts directory is received. The contact identifiers are ordered in an order based at least in part on the communication metric. At least a portion of the plurality of contact identifiers is displayed on a display in the order. | 02-23-2012 |
| 20120045048 | RINGTONE MANAGEMENT FOR CONTACTS ACROSS COMMUNICATION ACCESS SYSTEMS - Ringtone management devices, systems, and methods for supporting contacts across communication access systems are provided herein. In one embodiment, the communication access system may be an enterprise access system. The communication access system can allow a plurality of different client devices in the enterprise access system, each associated with a particular set of incoming caller identifiers, to all be rung with an outgoing ringtone that identifies the incoming caller. In this manner, a user is provided with a consistent ringtone at each of the user's devices that identifies a particular incoming caller. | 02-23-2012 |
| 20120045041 | RINGBACK TONE MANAGEMENT FOR CONTACTS ACROSS COMMUNICATION ACCESS SYSTEMS - Ringback tone management devices, systems, and methods for supporting contacts across communication access systems are provided herein. Embodiments in the detailed description include ringback tone management devices, systems, and methods for contacts across a communication access system. As an example, the communication access system may be an enterprise access system. The embodiments provided herein allow a plurality of different client devices in the communication access system, each associated with a particular set of incoming caller identifiers, to receive a desired ringback tone. In this manner, as an example, a consistent ringback tone can be provided to the incoming caller for calls received from any of the incoming caller's communication devices based upon an incoming caller identifier. The communication access system may further include devices, systems, and methods for managing ringback tones. | 02-23-2012 |
| 20120044156 | MULTI-FINGER SLIDING DETECTION USING FINGERPRINTS TO GENERATE DIFFERENT EVENTS - Fingerprint portions of two or more different fingers are detected on a detection surface, such as an optical surface, a touch pad, a touchscreen, or the like, and then a further detection made that the person has moved their finger(s), for example, apart, together or relative to one another. The movement can be detected based on identifying the fingerprint portion sliding across the screen. The combination of fingerprint information associated with a corresponding motion is correlatable to one or more actions or triggering events that are used to control one or more electronic devices. Further aspects are directed toward utilizing one or more of the techniques herein for a security application. For example, two users, each placing one or more fingers on a touch screen or touch pad, with the fingerprints thereafter being recognized, perform a certain movement with this triggering the unlocking, or locking, of an object. | 02-23-2012 |
| 20120042199 | FAILOVER BASED ON SENDING COMMUNICATIONS BETWEEN DIFFERENT DOMAINS - A first communication device detects a failure on a communication channel of a primary network. Based on the failure, the first communication device sends communications directed to a second communication device to a secondary network. A secondary network domain controller sends the communications to the primary network via a different communication channel. This can be done by looking at an identifier such as an IP address. This can also happen based on being able to communicate between the secondary network and the primary network via the different communication channel. The primary network then sends the communication to the second communication device. In addition, communications from the second communication device are routed in a similar manner to the first communication device. Sending the communications back into the primary network allows users to have access to features not provided by the secondary network. | 02-16-2012 |
| 20120036448 | SYSTEM AND METHOD FOR PREDICTING USER PATTERNS FOR ADAPTIVE SYSTEMS AND USER INTERFACES BASED ON SOCIAL SYNCHRONY AND HOMOPHILY - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing user interfaces. A system for managing user interfaces is configured for categorizing users according to at least one of common user characteristics and common user behaviors with respect to at least a first domain to yield a group of users. The system is also configured for identifying at least one user behavior with respect to a second domain during a first time interval for at least one user in the group of users. The system is further configured for providing a customized interface for at least other users in the group of users with respect to the second domain during a second time interval after the first time interval. In the system, the content in the customized interface is based on the at least one user behavior. | 02-09-2012 |
| 20120036446 | SYSTEM AND METHOD FOR OPTIMIZING ACCESS TO A RESOURCE BASED ON SOCIAL SYNCHRONY AND HOMOPHILY - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing resources. A system for managing resources is configured for categorizing users according to at least one of common user characteristics and common user behaviors with respect to at least a first domain to yield a group of users. The system is also configured for identifying a resource associated with at least one user behavior in a second domain different from the first domain during a first time interval for at least one user from the group of users. The system is further configured for modifying an accessibility of the resource, during a second time interval after the first time interval, with respect to the second domain for at least other users in the group of users based on the at least one user behavior. | 02-09-2012 |
| 20120035979 | SYSTEM AND METHOD FOR IMPROVING CUSTOMER SERVICE WITH MODELS FOR SOCIAL SYNCHRONY AND HOMOPHILY - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing resources. A system for managing resources is configured for categorizing users according to at least one of common user characteristics and common user behaviors with respect to at least a first domain to yield a group of users. The system is also configured for identifying at least one user behavior during a first time interval for at least one user in the group of users and associated with an event in a second domain different than the first domain. The system is further configured for providing a response associated with the second domain for at least other users in the group of users during a second time interval after the first time interval. In the various embodiments, the response is based on the event and the at least one user behavior associated with the event. | 02-09-2012 |
| 20120035930 | Keyword Alerting in Conference Calls - A conferencing system is disclosed in which a participant to a conference call can program the embodiment to listen for one or more “keywords” in the conference call. The keywords might be a participant's name or words associated with him or her or words associated with his or her area of knowledge. The embodiments uses speech recognition technology to listen for those words. When the embodiments detects that those words have been spoken, the embodiment alerts the participant—using audible, visual, and/or tactile signals—that the participant's attention to the call is warranted. When the keywords are chosen wisely, the benefit can be great. | 02-09-2012 |
| 20120033796 | Keyword Alerting in Conference Calls - A conferencing system is disclosed in which a participant to a conference call can program the embodiment to listen for one or more “keywords” in the conference call. The keywords might be a participant's name or words associated with him or her or words associated with his or her area of knowledge. The embodiments uses speech recognition technology to listen for those words. When the embodiments detects that those words have been spoken, the embodiment alerts the participant—using audible, visual, and/or tactile signals—that the participant's attention to the call is warranted. When the keywords are chosen wisely, the benefit can be great. | 02-09-2012 |
| 20120030292 | SYSTEM AND METHOD FOR SUBSCRIBING TO EVENTS BASED ON TAG WORDS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for creating tag subscriptions and notifying users based on tag subscriptions. A system configured to create tag subscriptions receives from a user, as part of a tag subscription request, a tag, a selection of at least one media event to which the tag is to be applied, and a notification threshold. The system then establishes a tag subscription associated with the user based on the tag, the selection of at least one media event, and the notification threshold. A system configured to generate tag notifications based on a tag subscription retrieves a tag subscription including a tag, a selection of a media event, and a notification threshold. The system then monitors tags generated in association with the media event for matches with the tag, and sends a tag notification to a user when matches exceed the notification threshold. | 02-02-2012 |
| 20120030289 | SYSTEM AND METHOD FOR MULTI-MODEL, CONTEXT-SENSITIVE, REAL-TIME COLLABORATION - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for communicating via a multi-model collaboration space. A system practicing the method first assigns a communication endpoint identifier to a multi-model collaboration space having at least one entity. The endpoint identifier can be a telephone, email address, IP address, or username, for example. The system receives an incoming communication addressed to the communication endpoint identifier, such as a telephone call or email, and transfers the incoming communication to at least one entity in the multi-model collaboration space. In one aspect, the multi-model collaboration space provides a shared persistent container where entities can perform collaboration activities. The entities can have unique identities. The entities can be humans and/or automated, non-human, system-owned entities. Entities can share their context-specific view of the multi-model collaboration space with other entities. Such a multi-model collaboration space can be used in an enterprise environment. | 02-02-2012 |
| 20120030263 | SYSTEM AND METHOD FOR AGGREGATING AND PRESENTING TAGS - Disclosed herein are systems, methods, and non-transitory computer-readable storage media for aggregating and presenting tags. A system configured to practice the method identifies a type for each tag describing a media event received from a tagging system, generates aggregate tags representing at least a portion of the set of tags based on the identified types, associates each aggregate tag with the media event based on the at least the portion of the plurality of tags represented by each respective aggregate tag, and optionally outputs the aggregate tags with the media event. A system configured to combine media segments based on aggregated tags first retrieves aggregate tags associated with a media event, receives input from a user, identifies a subset of aggregate tags related to the input, and outputs portions of the media event associated with the subset of aggregate tags. | 02-02-2012 |
| 20120030244 | SYSTEM AND METHOD FOR VISUALIZATION OF TAG METADATA ASSOCIATED WITH A MEDIA EVENT - A system and method are provided for summarizing multiple aspects of tags associated with media events. In the system and method, tag metadata for tags generated at one or more user interfaces associated with at least one media event is obtained. Thereafter, tags are organized into a hierarchy of tags based on the metadata and a metadata sorting criteria. Additionally, tag significance data for tags is computed based on the metadata and the hierarchy. A visual representation of the tags can then be generated, where indicia for the tags is spatially arranged to visually depict the hierarchy of the tags are selected to visually depict at least a relative significance among sibling tags in the hierarchy. | 02-02-2012 |
| 20120030232 | SYSTEM AND METHOD FOR COMMUNICATING TAGS FOR A MEDIA EVENT USING MULTIPLE MEDIA TYPES - Disclosed are systems, methods, and non-transitory computer-readable storage media for exchanging and processing tag information between users with different types of communications devices. In operation, tag information is received processed to provide an alternative tag communication to selected participants in the media event. That is, at least a portion of the tags of a media event are used to create an alternate tag communication that can be delivered to participants, together with or separate from the conventional or default tag communication associated with the media event. The alternate tag communications can be used to allow participation of users associated with communications devices incompatible with the media format of default tag communication. Further, the alternate tag information can also be used as a secondary means of communications during a media event. | 02-02-2012 |
| 20120027194 | SYSTEM AND METHOD FOR MANAGING ABRUPT CONTACT DISCONNECTS - Embodiments of the present invention relate to a system and method for managing abrupt contact disconnects. In accordance with one embodiment, there is provided a method for managing abrupt customer call disconnects from an IVR system, dependent upon variations of call disconnect scenarios, the method comprising detecting an abrupt customer call disconnect; storing IVR options selected by customer before the abrupt customer call disconnect; sending an SMS/voice message notification to the customer; receiving customer call re-connection; determining, whether there is status information of an abnormally terminated call corresponding to the customer call re-connection; retrieving status information of the abnormally terminated call; connecting the IVR system to the customer; and providing IVR system options to the customer based upon the particular disconnect scenario. | 02-02-2012 |
