Patent application number | Description | Published |
20080208605 | SYSTEMS AND METHODS FOR RESPONDING TO THE OCCURRENCE OF AN EVENT - The system and method provide a business continuity application to a portion of a displaced workforce of an organization when an event occurs. The business continuity application, executing on a server within a data center, is used to define a response scenario to the occurrence of an event. The business continuity application allows for notifications to be sent to the workforce using a notification service that interfaces with the server, and further provides remote-access to computing resources via a remote access server that interfaces with the server. A communication gateway installed between the server and a private branch exchange further provides a portion of the business continuity application. Displays of portions of the business continuity application after the occurrence of an event are sent to end-users that can access the computing device. The computing device is further in communication with a portable memory device. | 08-28-2008 |
20090052640 | Systems And Methods For At Least Partially Releasing An Appliance From A Private Branch Exchange - Systems and methods for partially releasing an appliance from a private branch exchange are shown and described. The method can include issuing a path replacement command to the private branch exchange, receiving a facility message from the private branch exchange destined for one end-point of a communications session, and transmitting the received facility message to another end-point of the communications session. | 02-26-2009 |
20090055920 | Systems And Methods For Establishing A Communication Session Among End-Points - Systems and methods for establishing a communications session among end-points are shown and described. The method can include receiving, from a client computing device at a gateway computing device, a request to establish a communication session with an end-point, the client computing device executing a program that locates address information for the end-point within application output displayed at the client computing device and forwarding at least a portion of the received request to a private branch exchange in communication the gateway computing device, the at least a portion of the received request including the address information of the end-point and address information associated with an end-user of the client computing device. | 02-26-2009 |
20100061538 | Methods and Systems for Calling Conference Participants to Establish a Conference Call - A conference call system comprising at least a gateway, a conference reservation agent and a multiport conference unit, can establish conference calls by calling conference call participants at a phone number specified by the conference call participants. When a user initiates a conference, an identifier is assigned to the conference and a URL referencing this identifier is transmitted to each conference participant. Upon clicking the URL, conference participants are presented with a web-form within which the participants can entered a preferred phone number and further join the conference. The multiport conference unit receives each participant phone number and calls the participants at that phone number. Upon establishing a telecommunication connection with each participant, the multiport conference unit bridges the multiple call legs to establish the conference call. | 03-11-2010 |
Patent application number | Description | Published |
20130083908 | System to Deploy a Disaster-Proof Geographically-Distributed Call Center - A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working. | 04-04-2013 |
20140071980 | SYSTEM AND METHOD FOR MANAGING TRAFFIC BURSTS ON A PER TENANT BASIS - A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like. | 03-13-2014 |
20140072116 | SYSTEM AND METHOD FOR MANAGING TRAFFIC BURSTS FOR A PLURALITY OF TENANTS - A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like. | 03-13-2014 |
20140075009 | DYNAMIC MANAGEMENT AND REDISTRIBUTION OF CONTACT CENTER MEDIA TRAFFIC - A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like. | 03-13-2014 |
20140270142 | SYSTEM AND METHOD FOR DYNAMICALLY SELECTING A DIAL PLAN - As system and method for dynamically selecting a dial plan includes a processor that detects a new telephony call placed by a contact center agent in a first operations environment. The processor automatically identifies a state of the contact center agent without the agent having to expressly enter digits into a telephony device. The state may identify whether the agent is logged in, a work state of the agent, and/or whether the agent is handling a call. The processor selects a dial plan based on the determined state, and transmits a message for routing the call based on the selected dial plan. | 09-18-2014 |
20140280720 | HYBRID CLOUD ARCHITECTURE WITH OPTIMIZED LOCAL DELIVERY - A system and method for optimized rendering of contact center services in a hybrid operations environment. A processor in a first operations environment receives a message transmitted by a first contact center resource relating to a contact center service. The message is forwarded to the processor by an edge device coupled to a second operations environment different from the first operations environment. The edge device is configured to hide from the message identification of a location of the contact center resource. Despite such hiding, the processor identifies the location of the first contact center resource based on identification information that the processor retrieves from the message. The processor selects a second contact center resource based on the identified location of the first contact center resource for providing the contact center service. | 09-18-2014 |
20140376382 | SYSTEM AND METHOD FOR MANAGING TRAFFIC BURSTS FOR A PLURALITY OF TENANTS - A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like. | 12-25-2014 |
20160028888 | SYSTEM TO DEPLOY A DISASTER-PROOF GEOGRAPHICALLY-DISTRIBUTED CALL CENTER - A redundant Session Initiation Protocol (SIP) call center system has two data centers each having a first and a second SIP server cooperating as a first SIP-server high availability (HA) pair, a set of SW applications executable at each data center, and a plurality of agent stations each comprising a SIP telephone and a computerized appliance executing a desktop application at each agent station. The HA pairs operate as SIP server peers, the agent SIP phones are configured to maintain simultaneous registration with both SIP server peers, and Agent Desktop applications log in to only one SIP server peer, wherein the SIP Server peers collaborate to deliver calls to individual agent SIP phones via the SIP server peer where the agent is logged in, and wherein, upon failure of either data center agent's desktop applications log in to the other data center, allowing the associated agent to continue working. | 01-28-2016 |