Abstract: Non-limiting examples of the present disclosure describe proactive detection and notification of a potential loss of connectivity during an electronic collaborative communication. Subsequently, a state of the electronic collaborative communication is managed to improve, among other technical advantages, processing efficiency of associated computing devices and users involved in the electronic collaborative communication. A quality of a network feed for a participant in an electronic collaborative communication is identified and analyzed to generate a warning of potential loss of connectivity. A state of an electronic collaborative communication is managed relative to a continued quality evaluation of said network feed. For example, a network feed may be placed on hold and/or a communication suspended due to potential connectivity issues. A representation of a video feed may be updated and/or a communication resumed when a quality of that video feed is determined to satisfy a pre-selected quality threshold.

Abstract: Various example implementations are directed to apparatuses and methods for providing data communications, and for monitoring and/or analyzing operations of computing data-communication servers. According to an example embodiment, an apparatus includes processing circuitry to generate graphical-user data and further includes cloud-based data-communication servers. The cloud-based data-communication servers are to provide over one or more broadband networks including the Internet, data-communication services to recipients having respective accounts associated with use of the data-communication services and, for one or more of the accounts, to allow the recipients to permit the recipients to designate, for provisioning and/or deploying, certain of the one or more resources which are available from the system.

Abstract: Certain aspects of the disclosure are directed to communication bridging among disparate platforms in a remote communications environment involving first and second chat rooms. According to a specific example, a communications system is configured to provide remote communications services including a communication bridging service and another type of data communications services, in the remote communications environment. In certain embodiments the system may provide or generate connectivity data, such as a uniform resource locator (URL), to facilitate formation of the communication bridge, and may identify chat room protocols associated with the first and second chat rooms. The system is further configured to translate chat messages using the specifications for the first and second chat room protocols, and transmit chat messages between the first chat room and the second chat room.

Abstract: In various examples, data communications are routed as calls by a set for servers, and the calls are processed in various ways including generating a set of data metrics including communications summary metrics which may related to communications event messages. At least one processing circuit is communicatively coupled to the server set which route incoming calls (e.g., for a plurality of agents in a communications/call center). The processing circuit is configured to receive communications event messages from the server set for communications routed by the server set, generate, during a communication to a first agent of the plurality of agents, a set of data metrics including communications summary metrics based on the communications event messages; and redirect, during the communication to the first agent, the communication to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.

Abstract: Certain aspects of the disclosure are directed to template-based management of telecommunications services. According to a specific example, a server is provided comprising one or more computer processor circuits configured to interface with a remotely-situated client entity using a first programming language. The server includes a call control engine that is configured to provide a private branch exchange (PBX) for the client entity, and identify a call control template written in a second programming language. The call control engine is further configured to control call routing by the PBX, by executing the call control template to identify at least one data source that corresponds to a call property for the VoIP telephone call, retrieve data from the data source, and implement one or more call processing functions specified by the call control template as being conditional upon the retrieved data.

Abstract: Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital voice data in a data-communication system. An example method includes accessing digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of a remotely-situated client entity, the digital voice data including keywords and speech characteristic parameters associated with outcomes of the transcribed audio conversations.

Abstract: Methods, systems, and apparatuses are provided for VoIP communication with VoIP-enabled devices via a network address translator (NAT). A set of proxy servers is configured to relay communications through mapped data-communication paths of the NAT during operations including VoIP sessions through or with the plurality of VoIP-enabled devices and during other operations not involving VoIP sessions through or with the plurality of VoIP-enabled devices. The mapped paths are susceptible to being unmapped by the NAT if the mapped path is unused for a threshold duration of time. The proxy servers maintain the mapped paths through the NAT by prompting the VoIP-enabled devices to communicate data to the set of proxy servers. More specifically, a VoIP-enabled device is prompted to communicate data to the set of proxy servers, in response to the VoIP-enabled device not communicating with the set of proxy servers for a duration of time exceeding the threshold duration of time.

Abstract: Certain exemplary aspects of the present disclosure are directed to a data-communications system including a networked contact center for which, in an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value is examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

Abstract: Apparatus and methods are disclosed for geographic region-based network address translation (NAT) between a public network and a private network having a plurality of defined geographic regions. In some embodiments, region-based NAT may assist to reduce latency, enhance quality, enhance security, and/or improve efficiency of network communications. In response to a data packet from a first port of a private IP address, of an endpoint in the private network, a region of the private network that includes an endpoint identified by the private IP address is determined. A public IP address is selected that is mapped to the determined region in the database. An available port of the selected public IP address is assigned for NAT. NAT is performed for data communicated between the public and private networks using a mapping of the first port of the first IP address to the second port of the second IP address.

Abstract: Certain aspects of the disclosure are directed to customization of alerts using telecommunications services. A data-communications server is configured to a set of virtual office features including client-specific call routing functions available to remotely-situated client entities based on a subscription. The server is configured to provide to the client entities, a set of instructions written in a first programming language, and to receive from each respective client entity, client-specific sets of control data written in a second programming language. The client-specific sets of control data may specify particular alerts, informational data and/or reminders to be provided to end-users of the respective client entity.

Abstract: Systems and methods are disclosed for client-based control of revising caller identifications (IDs) for communications between a private network and a public network. An apparatus including a communications provider server and processing circuit that communicates client-specific sets of data over an interface protocol. The telecommunications-providing server revises a caller ID for a data communication (aka call) based on the client-specific sets of data, an identifier that corresponds to a requesting endpoint, and a geographic region determined from the call request. Further, the telecommunications-providing server connects the VoIP call by accessing and passing a provisioned number. The provisioned number includes the revised caller ID which is a local number identified by the determined geographic region that the endpoint is located.

Abstract: Apparatus and methods concerning routing of data in a network disclosed. In an example embodiment, an apparatus includes a network interface circuit connected to a network via a plurality of network paths. A circuit arrangement is connected to the network interface circuit and is configured to provide the one or more services for endpoints in the network by 1) communicating data with the endpoints via the network interface, 2) estimating respective qualities of service provided to the endpoints by each of the plurality of network paths, 3) selecting a subset of the plurality of network paths for routing data from the endpoints to the apparatus, and 4) prompting one or more nodes in the network to route data to the apparatus using the selected subset of the plurality of network paths. Paths may be selected for example, to address one or more quality metrics, security/compliance, and/or balance server load.

Abstract: A method and system for updating physical location data associated with a user data-communications endpoint device is implemented in a variety of embodiments. In one such embodiment, the endpoint device stores an identifier for a packet-communicating device which is subject to changing. The endpoint device has an interface for communication over the Internet via the packet-communicating device and uses a circuit-implemented method for prompting an update of physical location data associated with the endpoint device. In response to a communications connectivity-state transition and a change in the stored identifier, the endpoint device facilitates an update to the physical location data associated with the data-communications service.

Abstract: Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a user interface for each respective remotely-situated client entity, the user interface including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the user interface which may include selectable components to create for the associated remotely-situated client entity, a customized way for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.

Abstract: Network service providers are managed using a server-side configuration approach. According to one of various examples, a host network location includes two or more servers that automatically reconfigure their services in response to controller service settings corresponding to each server. Each server reads configuration information provided at a controller such as a domain name server (DNS), and in response, runs a network-based service corresponding to the configuration information.

Abstract: Various example implementations are directed to methods and apparatuses for facilitating conferenced communications. In one of various examples involving audio signals received from a plurality of participants of a digital audio conference, a logic circuit is to process the audio signals via respective audio input circuits respectively associated with each of the endpoint devices, and, in response to a subset of the different audio signals deemed or qualified as having a loudest audio input, encodes audio from only the subset for broadcasting to participants of the digital audio conference.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device during a first time period can be retrieved from a plurality of interconnected data communications systems. The client station can be configured and arranged to interface with a data communications server providing data communications services on a subscription basis. Context information for each respective user-data communication between the client station and the participating station during the first time period can be aggregated, such that subsequent user-data communications received from the participating station and intended for the client entity, can be routed based on the aggregated context information.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, process user-data communications between a client station and another station participating in data communications via the data communications services can be processed, where the client station is associated with one of a plurality of client entities configured and arranged to interface with a data communications server providing data communications services. Context information can be aggregated for each respective user-data communication between the client station and the participating station, where the context information corresponds to at least one communications-specific characteristic associated with the user-data communications.

Abstract: Certain aspects of the disclosure are directed to control of data communications services. According to a specific example, an apparatus is provided including one or more computer processor circuits configured and arranged to interface with remotely-situated client entities using a first programming language used by a data communications server, and to provide a database of communications services to the client entities. The apparatus further includes communications control circuitry configured and arranged to control communications routing for each respective client entity, by identifying, client-specific sets of control data derived from programming instructions received over a network and corresponding to a second programming language that is compatible with the first programming language, and providing the communications services to end-users of the client entity based on the client-specific sets of control data including particular routing functions for emergency notifications.

Abstract: Certain aspects of the disclosure are directed to routing communications for a plurality of switchboard interfaces, each switchboard interface corresponding to a data communications-enabled device of a respective receptionist. According to a specific example, a computing server is configured and arranged to provide data communications for a plurality of endpoint devices. A processing circuit can be communicatively coupled to the computing server and configured and arranged to receive communication event data from the computing server. For each of the plurality of disparate client entities, and in response to a subscription request from a switchboard interface for the client entity, the processing circuit can initiate a new subscription for the switchboard interface.