Abstract: Users of a networked communication device may omit updating their availability state, and that of an associated communication device, if the state change is sudden or believed to be of sufficiently short duration. By quickly changing their state, a routing component may more accurately know whether or not a communication routed to the communication device will or will not be answered. By utilizing a camera and gesture processing logic, a user may naturally and quickly update their state without the need to navigate menus or select options with manual, tactile interactions with the communication device.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for collaborating on the use of an application executing on a user system. In a particular embodiment, a method provides determining a first view presented to a first user of the user system by the application. The method further provides generating first view information that describes the view such that the view can be represented at a remote user system and transferring the first view information to the remote user system.

Abstract: Not every person can or should join an electronic conference (herein, “conference”) where they may contribute content to the conference. While a first set of participants are communicating, a question may arise to be addressed to an additional participant not participating in the conference. Rather than executing the overhead of joining the conference, a separate communication channel is established, such as via an instant messaging application of the additional participant. The additional participant is presented with a message, such as a question, which may indicate the sender is the conference itself. The additional participant replies via their IM application which is delivered to each of the conference participants and optionally included in a recording of the conference.

Abstract: The technology disclosed herein enables an endpoint system to present a visual indicator that user communications have been suspended. In a particular embodiment, a method includes exchanging audio user communications for the communication between the first endpoint system and a second endpoint system. At the first endpoint system, the method includes determining that the second endpoint system caused a suspension of the audio user communications and providing a first visual indicator of the suspension.

Abstract: Electronic conferences routinely include images of documents and other resources. Accessing an address of the resource and including a link to the resource in the conference, remote participants may access the resource utilizing a native application. If the address of a resource is inaccessible to at least some of the participants, a temporary copy may be automatically provided to a secondary address and the secondary address provided in the conference. The temporary copy may be automatically deleted upon the conference ending.

Abstract: Contact centers strive to provide a positive and productive customer-agent interaction to successfully resolve the issue for a call. While audio content, such as music or messages, on hold are commonplace, selecting audio enhancements to be inserted into, and concurrently with, the customer-agent provides the customer and/or agent with cues and motivations to promote the successful completion of the call. Cues may be provided to announce the arrival or departure of an agent, virtually take a customer from one location to another for a different portion of the interaction, add excitement and anticipation to an upcoming event by providing an audio experience foreshadowing of the actual event, calm frayed nerves, or other purpose.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using distributed communication controllers. The distributed communication controllers provide overlapping communication ranges that are capable of passing off call responsibilities as a user and user device navigates an enterprise ensuring full call coverage throughout the enterprise. As the user device moves outside of the range of a first distributed communication controller into the range of a second distributed communication controller while on a call, the system of distributed communication controllers transfer the call responsibilities provided by the first distributed communication controller to the second distributed communication controller, seamlessly, allowing the user to continue the call without interruption.

Abstract: The present disclosure provides, among other things, methods and systems of managing communications, the method including: receiving a first communication; obtaining a user profile; comparing a user property from the user profile with a first content and a second content in the first communication; determining a first relevancy of the first content and a second relevancy of the second content; configuring a first content layout of the first communication based on the first relevancy and the second relevancy; and displaying the first content layout.

Abstract: Devices are often connected to a network to facilitate remote interactions with the device. However, such connections may be absent or disabled. However, by utilizing a second device, such as a mobile phone, a transaction may be initiated on a remote device and handed-off to the second device to obtain absent information and complete the transaction. Completion of the transaction may be due to absent data, such as a data that provides absent information or resolves conflicting information in the dataset. The device may communicate with the second device via radio frequency communications and/or other forms of communication (e.g., visually, audibly, etc.), such that information the absent information is obtained and the instructions executed to complete the transaction.

Abstract: A method and service to encrypt data at rest on disks that are managed by a container orchestrator (CO) using a container storage interface (CSI). The method and service including intercepting a request transferred from a CO to a CSI plugin and sending the intercepted request to an encryption proxy plugin. The method and service also including examining the request to determine if encryption is needed. In response to encryption being needed, performing encryption on the volume. The method and service also transferring the intercepted request to the container storage interface plugin.

Abstract: The present disclosure provides, among other things, methods and systems of managing a first channel, including: receiving a request for a communication session on the first channel; determining that a monitored attribute of the communication session has met a first threshold; comparing, by a channel change analysis, a first performance measure of the first channel with a second performance measure of a second channel; and managing a channel change based on the determining and the channel change analysis.

Abstract: Providing zip tones for a call includes receiving, by a computer of a contact center, a call-related event for the call; generating, by the computer of the contact center, one zip tone from among a plurality of different zip tones based on the call-related event, wherein the one zip tone is indicative of one or more attributes of the call-related event that are different than other call-related events; transmitting, by the computer of the contact center, the one zip tone to a device associated with a call participant of the call; and requesting, by the computer of the contact center, customization instructions for one or more of the plurality of different zip tones

Abstract: Calls between a customer and an agent often require additional processing of the media in real time. Processing every call in such a manner is often unnecessary and the results deleted or ignored, or prohibited due to a policy for certain calls. Knowing if a call should be processed may be determined too late for the media to be forked. While the customer and agent may engage in the call as a peer-to-peer connection, additional processing requires holding the initial invite long enough, such as with a preservation message, that a session boarder controller may fork the call for subsequent processing without timing out.

Abstract: The technology disclosed herein enables incorporation of feature sets of a unified communications system and a contact center system. In a particular embodiment, a method includes, in a contact center system, in response to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent. The first connection is established using a unified communications system that services the unified communications endpoint. After establishing the first connection, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. In response to selecting the agent to handle the call, the method includes bridging the first connection and the second connection.

Abstract: During a Session Initiation Protocol dialog setup, a media gateway or container executes or initiates two or more applications that provide features during a conference call. The applications are applied to messages or data in the conference call based on a sequence order established during the setup of the conference call. The sequence order and the application identities are stored in a shared database. When a failure occurs during the conference call, the applications are reestablished in the reconstructed or reestablished conference call. The application reconstruction includes reinitiating the applications with the same sequence as previously established before the failure. As such, the user has the same features applied in the same way before and after the failure, which improves the systems performance and expected operation.

Abstract: A method, system, device to play context-based announcement to specific participants during an active communication session. The method includes receiving a context-based announcement for a participant while the participant is in the active communication session. The method also includes monitoring the communication session, to determine a time when the context-based announcement should be played to the participant. The method further includes playing the context-based announcement to the participant at the determined time. The method may also include displaying to the participant a visual alert associated with the context-based announcement, the visual alert may include controls that allows the participant to select when the announcement is played.

Abstract: Systems and methods disclosed herein provide intelligent redirection and notification of feature activation. Intelligent redirection includes user configurable rules/conditions for specifying destinations for call redirection. Intelligent redirection may also include notifying the caller of the redirection (including redirection options) and a new destination for the call. Intelligent notification of feature activation includes determining users affected by a feature activation (e.g., target user(s)) and notifying the target user(s) of when the call feature is activated. The intelligent feature notification may also include allowing the target user(s) to accept/reject the activation of the call feature. The intelligent feature notification may further include allowing a user to querying for information related to any call features activated by or on them.

Abstract: The need for efficient and effective communications is of key importance to contact centers. Agent communications with customers are designed to maximize results while minimizing resources, in particular the time required for human agents to be engaged with a particular customer. Often the impact of two agents on a communication can both improve customer satisfaction and better produce the intended result of the communication. However, two (or more) live agents is resource intensive. By providing a virtual agent controlled, entirely or in part, by a live agent, the customer may be presented with the appearance of two agents while requiring the human resources of a single agent.

Abstract: The technology disclosed herein enables an absent participant to participate in a communication session. In a particular embodiment, a method includes identifying a meeting for an automated attendee to attend on behalf of a user. At a time for the meeting, the method includes joining the automated attendee to a communication session for the meeting. In the automated attendee, the method provides monitoring, in real-time, user communications exchanged between two or more other users over the communication session. During the monitoring, upon identifying a portion of the user communications that is relevant to the user, the method provides notifying the user about the portion.

Abstract: A device may analyze data associated with a conference call. The device may provide at least a portion of the data to a machine learning model. The device may receive an output from the machine learning model in response to the machine learning model processing at least the portion of the data. The output may include a probability score associated with a determination made by the machine learning model with respect to capturing multimedia content associated with the conference call. The device may output a notification associated with capturing the multimedia content based on the output from the machine learning model.