Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise a distributed communication controller. The distributed communication controller integrates user devices and conference equipment and provides the user with directions within an enterprise to an appropriate location to conduct a conference call. The distributed communication controller determines that a conference meeting is about to begin and determines a location of the user device. Based on a capability of the user device and the requirements of the conference meeting, the distributed communication controller sends navigation instructions that direct the user to a location in an enterprise facility to successfully conduct a conference call. The navigation instructions are provided in real time as the user moves throughout the facility.

Abstract: Embodiments are directed to controlling playback of recordings. The recording can comprise an audio recording, audio/visual recording, voicemail message, or other recording having an audio component. According to one embodiment, a method can comprise capturing an audio recording of speech of at least one person and determining, a context for each of a plurality of portions of the audio recording based on natural language processing of the audio recording. One or more transition points between the portions of the audio recording can be identified. Each transition point can indicate a change in the determined context between the portions. A playback interface providing a representation of the audio recording and each of the identified transition points can be presented and the audio recording can be played based on input received through the playback interface.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using a distributed communication controller. The distributed communication controller identifies a user device, verifies the device and delivers enterprise communication services to the user via the user device without requiring the execution of an enterprise communication application by the wearable device. When the user device is a wearable device, a wireless message is sent from the wearable device in physical proximity to the distributed communication controller that contains identification information. Based on the identification information, user information associated with the user of the user device is retrieved and then used to determine whether enterprise communication services are available for the user.

Abstract: A collection of individuals will often be grouped together, such as a team or department or an ad hoc grouping, such as to perform a specific task. These collections are often established as distribution lists receiving communications, such as text messages and emails addressed to the distribution list, rather than the individual members of the distribution lists. Often the communication may comprise meeting invitations, which are then provided to the members. However, if a new member is added or an existing members leaves, the calendaring systems may not consider these modifications. By automatically inviting newly added members to an event that were the subject of a communication sent before the new member was added, the new member can be notified of the event and respond accordingly. Similarly, departing members can automatically be removed or have attendance declined for any event previously accepted as a member of the distribution list.

Abstract: Efficient and effective communications with customers is a cornerstone of many businesses. Automation, such as in the form of automated agents that can engage in a communication with a customer, furthers those efficient and effective communications. However, textual messages are a series of messages that are often limited to factual statements and direct questions, leaving many customers, such as those that prefer or require high-context communications, may have the impression that the organization with which they are communicating is cold and uncaring or unconcerned about them. By selectively altering the series of messages, an appropriate degree of concern or empathy may be conveyed to facilitate a better relationship and more effective and efficient communications.

Abstract: Co-browsing allows a providing party to access visual content on a computing device for sharing with one or more other parties. The parties receiving the shared image may have dissimilar security authorizations. Accordingly, systems and methods are provided that enable shared content, such as a document, web page viewed in a browser, etc., to automatically be redacted to block those parties who are not authorized to view the content. For example, a neural network may be utilized to scan the document and provide specific redacted copies to the parties so each can view the image of the content with unauthorized content redacted.

Abstract: Remote collaboration sessions may allow a local user to share their entire desktop or a single application with a remote user. By allowing each of a number of windows, but not all windows, to be selectively provided by the local computer to the remote computer, a more efficient collaboration session may be provided that does not require the local user to terminate sharing, when sharing a first application, then re-initiate sharing for the second application, just to switch between applications. Or, alternatively, alleviates the need to select the entire desktop that may comprise confidential information not to be shared. By allowing each, but not all, applications to be shared remotely and simultaneously, a remote user can be presented with relevant, but not excluded, application windows from the local computer.

Abstract: Video conferencing systems are popular means for remote parties to interact in real-time. A user may wish to emphasize certain visual elements of the video conference, for example, a company's logo or the contents of a whiteboard may be important to remain clearly seen by the viewers of the video conference. As elements are obscured, a previously captured image of the obscured visual element may be overlaid on top of the obscuring image to visual remove the obscuring object. Additionally, certain visual elements may be enhanced, such that a small visual element may appear larger or clearer within the video image.

Abstract: Electronic conferences allow participants to join lectures, meetings, and other events remotely via connection of a computing device to a network. The quality received by each node may not be ideal, or even satisfactory. Presenters of the conference content are made aware of the state of the participants by determining, at the end device receiving the conference, a quality of the conference. A monitoring node, such as a communication device utilized by a presenter, may then provide indications of the quality received.

Abstract: The technology disclosed herein enables the use of adaptive durations when alerting users about communication session requests. In a particular embodiment, a method provides identifying a first request to establish a first communication session with a first endpoint and determining a first duration for alerting a first user of the first endpoint about the first request based on information about the first request. The method further provides alerting the first user about the first request in accordance with the first duration.

Abstract: The technology disclosed herein enables selective endpoint notification of incoming communications directed to a set of endpoints. In a particular embodiment, a method provides, in a communication control system, receiving a first request to establish a communication session with at least one endpoint in first set of endpoints. The first set of endpoints comprises two or more endpoints and the request is directed to the first set of endpoints. The method further provides identifying a first subset of the first set of endpoints based on application of one or more override rules to the first request. The override rules define conditions wherein fewer than all of the first set of endpoints should be notified of the first request. The method also provides notifying the first subset about the first request.

Abstract: The technology disclosed herein enables user guidance from gaze information obtained during a communication session while viewing a webpage. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first user and a second endpoint operated by a second user, receiving gaze information indicating a location where the second user is looking relative to a webpage being presented to the second user at the second endpoint. The method further includes determining that the second user has been looking at the location for longer than a threshold amount of time. In response to determining that the second user has been looking at the location for longer than the threshold amount of time, the method includes notifying the first user about the second location.

Abstract: Methods and systems are provided for automatically joining a user in a conference meeting via alternative communication devices when the user is detected to be unavailable at a particular client communication device. The client communication device of the user determines that the presence of the user is set to away, indicating that the user is unavailable at the client communication device. When the client communication device determines that a conference meeting including the user as an active participant is about to begin, the client communication device determines an alternative number, and different communication device, at which to reach the user. Using the alternative number, the client communication device calls the user at the different communication device and, when answered, automatically joins the user into the conference meeting through a communication channel provided by the client communication device.

Abstract: Contact centers often provide a restricted amount of time for agents to perform post-call activities, including identifying and selecting a relevant completion code from a large set of codes. Providing automated systems and methods to identify the relevant code or codes can present a limited number of the codes (e.g., quick release codes) to the agent and/or automatically enter the completion code. When the quick release code is entered, the record of the call is then updated with the code and the communication is terminated as a single step.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

Abstract: Multiple vendors often contribute a portion of their hardware and/or software to a customer to enable a particular feature. When issues occur, a contact center for more than one vendor may be required to perform an action in order to identify a resolution to the issue and apply the resolution. By coordinating multiple contact centers with smart contracts via a distributed leger, rules may be developed for the creation of blocks for notifications, escalations, tasks, and other actions or informational notifications to resolve the issue. Additionally, the blockchain may serve as a permanent record provide a history of actions taken, by whom, and when.

Abstract: Methods and systems are provided for remotely logging out one or more registered communication devices associated with a common extension through a requesting communication device in the registered communication devices. The requesting communication device renders a list of registered communication devices associated with the extension of a user to a display. The user of the requesting communication device selects at least one of the registered communication devices, by a touch input at the display, to unregister the at least one registered communication device from the extension. In response, a message is automatically sent from the requesting communication device to a server to update the registration status of the selected at least one registered communication device. The server then terminates the registration of the at least one registered communication device from the extension associated with the user restricting the at least one registered communication device from accessing the extension.

Abstract: Systems and methods are provided for attribute-based client callbacks. A client is prompted to leave a voice message. Attributes are extracted from the voice message and, based on the attributes, tokens created for the selection of an appropriate agent is connected to the client, such as having skills or attributes matching one or more tokens. A callback application server transmits prompts and receives requests for client callbacks. an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks to connect the selected agent with the client.

Abstract: A method includes identifying a plurality of communication devices assigned to a same participant to a conference call, evaluating a quality-of-service for each of the plurality of communication devices assigned to the same participant to the conference call and designating one of the plurality of communication devices as a principal communication device of the plurality of communication devices assigned to the same participant to the conference call based on the evaluation of the quality-of-service of the plurality of communication devices. The method also includes automatically muting a remainder of the plurality of communication devices not designated as the principal communication device and reevaluating the quality-of-service for each of the plurality of communication devices.

Abstract: A contact center, communication system, and method of operating a contact center are provided. In one example, the contact center includes a plurality of chatbots stored in memory and a chatbot selector that determines a customer interaction in the contact center will have a chatbot assigned thereto, selects a chatbot from the plurality of chatbots for assigning to the customer interaction based on a match between a capability of the chatbot and a service requirement associated with the customer interaction, and assigns the selected chatbot to the customer interaction thereby enabling the selected chatbot to process inputs received during the customer interaction and provide responses to the inputs.