Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include receiving a plurality of calls for customer service support from a corresponding plurality of customer devices at a call routing server, retrieving user profiles associated with the plurality of calls and identifying call information for the plurality of calls, determining at least one call is associated with a first user profile having a task deadline approaching sooner than the other user profiles, and establishing a priority for the at least one call to be processed by an agent device.

Abstract: Medical services are offered by various facilities near a patient's residence. The number of facility optimization procedures continues to grow and the patients and facilities can now apply new logic processes and patient profiling, etc., to maximize efficiency and budgetary concerns. One example method of operation provides receiving a request to schedule a medical care visit at a medical facility and identifying a user account associated with the request and the user's medical history. The method may also include identifying the user account as having a delinquent compliance score, and scheduling the medical care visit in a delinquent appointment time slot.

Abstract: A method, a system, and computer readable medium comprising instructions for image capture to enforce remote agent adherence. The method comprises a first computer receiving an authentication request. The method also comprises a client component executing on the first computer detecting the authentication request and the client component, based on detecting the authentication request, causing a digital image to be captured. The method also comprises the first computer transmitting the digital image to a second computer, the second computer analyzing the digital image, and the second computer authenticating the digital image based on the analysis.

Abstract: A system and method for processing and reporting situational information to emergency service providers in an emergency service communications network is disclosed. An emergency situation is monitored. Responsive to detecting the emergency situation, information relating to the emergency situation is collected. Then, the information is processed and stored in a database. The processed information is then reported to emergency service providers.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, pre-processing the message to determine a particular contextual classification associated with a word included in the message and assigning the message to a predefined message bucket that has a number of automated responses. The method may also include identifying an automated response to the message that includes contextual information that is based on the parsed word from the message and processing the message to determine whether to generate the automated response and transmit the automated response to an end user device based on a confidence score.

Abstract: A system, method and non-transitory computer readable storage medium comprising instructions that when read by a processor perform receiving a telephony connection request, determining a purported sender telephony number from the telephony connection request, determining additional request information from the telephony connection request, accessing an information source using the purported sender telephony number to determine source information regarding the sender, comparing the source information with the additional request information, based on the comparison, and determining whether the purported sender telephony number is incorrect.

Abstract: Locating a mobile device in the event of an emergency may be based on common location techniques, such as GPS and geolocation. Additional location techniques may be performed in a sample method of operation which may include determining location information and environmental factor information at a mobile device, recording the location information and the environmental factor information, calculating deviations for the location information and the environmental factor information based on pre-stored location information and pre-stored environmental information, and calculating a confidence factor based on the calculated deviations, determining the mobile device location based on the confidence factor.

Abstract: Personal information, such as professional information normally associated with a business card may be identified and appended to a messaging sequence to provide automated user profile updates. One example embodiment may transmitting an initiation message from a service provider to a user device to initiate a communication session, transmitting a request message to the user device to accept contact information associated with the service provider, receiving a confirmation message responsive to the request message, transmitting the contact information responsive to receiving confirmation of the request, and automatically initiating a contact information update on the user device.

Abstract: A system and method for reporting the existence of sensors belonging to multiple organizations that are proximally located to a requested location. The report includes a first list of sensors that are unauthorized and discoverable and a second list of sensors that are authorized.

Abstract: Certain aspects of the present disclosure relate to a technique for configuring context aware sessions. A first session is provided using a first communication channel. Contextual information of the first session is used to provide a second session using a second communication channel, wherein the second session is associated with the first session.

Abstract: A system and method to support the transmission of static media, originating from an HTTP source, as a Real-Time Streaming Protocol (RTSP) stream to a caching proxy. A server-side gateway accepts RTSP requests, loads a requested resource from the HTTP source, and streams requested portions of a file via RTSP. A RTSP proxy caches received portions of media to avoid re-requesting those portions. The RTSP proxy may receive a RTSP TEARDOWN command to trigger removal of cached media and passes the RTSP TEARDOWN command to the server-side gateway. Further, the server-side gateway may receive a RTSP TEARDOWN command to trigger the server-side gateway to remove media loaded from the HTTP source.

Abstract: A method and apparatus of sharing documents during a conference call data is disclosed. One example method may include initiating a document sharing operation during a conference call conducted between at least two participants communicating during the conference call. The method may also include transferring the document from one of the two participants to another of the two participants, and recording at least one action performed to the document by the participants during the conference call.

Abstract: A mobile device includes a client application configured to process and display a push notification specifying an appointment reminder originating from a server acting as an appointment manager. The client displays a menu of available options for conducting additional appointment-related transactions, such as confirmation, rescheduling, or cancellation of the appointment. Based on the user selection, the client conducts a user-interactive transaction with the server to complete the requested appointment service.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: The invention provides systems and methods for automatically delivering a file from an originating computer system including a processor and memory to a destination computer system including a processor and memory. The method includes creating at least one master file delivery application and at least two file delivery agents running on the at least one originating computer system. A first file delivery agent of the at least two file delivery agents is controlled by a first master file delivery application of the at least one master file delivery application. A second file delivery agent of the at least two file delivery agents is run either by a second master file application. The method also includes dynamically balancing loads by the one master file delivery application, between the first file delivery agent controlled by the first master file delivery application and the second file delivery agent.

Abstract: A method and apparatus are disclosed of transmitting live event notification information to a user device. One example method may include retrieving event user preference information from an event user database based on prestored user preferences. The method may also include transmitting an initial event notification message to an end user communication device based on the event user preference information to notify the end user of an upcoming event and receiving a response message from the end user communication device indicating a current availability of the end user. The user device may receive notification information via more than one communication channel and respond in a number of different ways.

Abstract: Agents operating at call centers or other customer support service networks may assist large numbers of customers consecutively and in a dynamic manner. One example may include populating a portion of a first agent user interface of a first agent device with a first customer profile, identifying a second agent device currently assigned a second customer call with second customer call information related to the first customer call information, comparing the first customer call information to the second customer call information, determining the second customer call information exceeds a relevancy threshold when compared to first customer call information, populating a portion of a second agent user interface of the second agent device with the portion of the first agent user interface, and updating the first agent user interface by removing the first customer call information and providing another customer call to the first user agent device.

Abstract: Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, determining the customer record has a pending status associated with a logged customer device action, transmitting an optional display link to the customer device via a second communication medium different from the first communication medium, receiving a selection from the customer device associated with the optional display link, identifying a third party candidate for processing the customer device action based on the at least one selection, transmitting a request to process the customer device action to the third party candidate, and transmitting a notification to the customer device responsive to receiving confirmation of the request from the third party candidate.

Abstract: A method and apparatus of processing a call are disclosed. One example method may include receiving a request at a server for dealer information. The request may be initiated by a user via his or her mobile station. The example method may also include determining whether there is user preference information and user location information included in the request. The information may be used to limit the amount of search results to increase relevancy. The method may also include searching a database for at least one dealer based on the user preference information and the user location information, and transferring the at least one dealer information to the user.