Patent application number | Description | Published |
20110206037 | Proxy Media Service for Digital Telephony - A Session Initiation Protocol (SIP) service system includes a SIP-enabled soft switch at a telephony service provider, executing code from a coupled machine-readable medium, routing SIP transactions to remote destinations, a media server coupled to the SIP-enabled soft switch storing media including ring tones and music-on-hold for use in progressing transactions, and an interface to a wide-area-network (WAN) for transmitting transactions and media. | 08-25-2011 |
20130077537 | Universal Connection Station - An intelligent connection station has at least one wireless transceiver operating in a wireless protocol, at least one speaker and one microphone, a connection to a wide area network, and software executing on the connection station from a non-transitory physical medium, the software providing a first function seeking compatible communication appliances within range of the wireless transceiver operating in the wireless protocol, and a second function enabling wireless pairing, providing a wireless link between the intelligent connection station and any communication appliance discovered within range and activated to pair. The pairing enables digital communication between the paired device and a remote communication appliance over the wireless link, through the intelligent connection station and the wide area network. | 03-28-2013 |
20130188785 | Service control point funtionality implemented at communication endpoints - A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information. | 07-25-2013 |
20130329865 | Customer-Centric Network-Based Conferencing - A communication system has a network-connected server comprising a processor and a coupled data repository and software executing on the processor from a non-transitory medium. The software provides a first function establishing a communication session between an initiator and an agent of an enterprise hosting the system, a second function gathering information about persons other than the initiator and the agent as potential conference participants, a third function generating and sending invitations to a conference to include the initiator and the agent to individual ones of the potential conference participants, and a fourth function connecting those accepting invitations to the conference. | 12-12-2013 |
20140079207 | SYSTEM AND METHOD FOR PROVIDING DYNAMIC ELASTICITY OF CONTACT CENTER RESOURCES - A system and method for dynamically scaling up or down, resources of a contact center tenant, based on detected or predicted demands on the contact center tenant. A processor monitors and collects contact center operation data. The processor detects, in response to the monitoring, a condition relating to the operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition. Health of a particular deployment may also be monitored to learn over time which deployments are healthy for which conditions. If a current deployment is deemed to be unhealthy, the processor may take action to move the contact center to a healthy state. | 03-20-2014 |
20140086401 | SYSTEM AND METHOD FOR MONTIORING HEALTH OF DEPLOYMENT STATES FOR A CONTACT CENTER - A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state. | 03-27-2014 |
20140177819 | GRAPHICAL USER INTERFACE FOR CONFIGURING CONTACT CENTER ROUTING STRATEGIES - A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy. | 06-26-2014 |
20140181676 | UBIQUITOUS DASHBOARD FOR CONTACT CENTER MONITORING - A system and method for providing a dashboard user interface for contact center monitoring. The dashboard user interface includes a first display widget displaying a first metric for a first contact center object according to a first display format. A processor receives user actuation of an option provided by the dashboard to add a second display widget. In response to the user actuation of the option to add, the processor displays a template for generating the second display widget. The template is configured to prompt for input of a second contact center object, a second metric to be displayed for the second contact center object, and identification of a second display format. The processor generates the second widget based on information input via the template, and displays the second widget on the dashboard. A user may move the first and second widgets as desired on the dashboard. | 06-26-2014 |
20140211933 | Graphical User Interface With Contact Center Performance Visualizer - A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values. | 07-31-2014 |
20140233719 | GRAPHICAL USER INTERFACE FOR MONITORING AND VISUALIZING CONTACT CENTER ROUTING STRATEGIES - A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination. | 08-21-2014 |
20140376413 | SERVICE CONTROL POINT FUNTIONALITY IMPLEMENTED AT COMMUNICATION ENDPOINTS - A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information. | 12-25-2014 |