Abstract: The concept of chained parallel forking is introduced. Addresses of record are included in a contactee's contact resolution preferences to enable an incoming INVITE message to be routed to one or more users as well as other devices, per the contactee's contact resolution preferences. A communication system configured to execute the chained parallel forking contact resolution process is also described.

Abstract: Embodiments of the invention are directed to a system, method, or computer program product for determining most effective call parameters for a representative-customer interaction for a representative working to recover payment in arrears. Embodiments of the invention retrieve call history data and date of payment data; correlate the call history data and the payment data; determine success information based on the correlation of call history data and payment data; and present the success information to the representative for improving likelihood of future success. Other embodiments retrieve call history data and determine best time and/or channel for contacting the customer in order to achieve customer contact.

Abstract: A networking system may comprise a web site serviced by a web server assembly. The web site may generally comprise a combination of the following components: a crediting system, a chat bidding system, a performance bidding system, a telephony switching system, a media interaction system, a display system, a photo management system, and a messaging system. An exemplary embodiment of the chat bidding system may comprise a plurality of common user accounts, a queue, and a featured user account. Common users of the common user accounts may pose tasks to the featured user, and may make a pledge for each task. The tasks may be stored in, and sorted by, the queue based on their pledges. A featured user of the featured user account may be presented with a highest ranked task in the queue, and may choose to respond to the task or to skip the task.

Abstract: The present disclosure discloses a method, a terminal device and a storage medium for displaying information in the terminal device. The method includes: acquiring service option information with an information type identifier of a yellow-pages number, and displaying a service option corresponding to the service option information on a contact page of the yellow-pages number according to the information type identifier. With the present disclosure, by displaying the service option corresponding to the service option information in the contact page of the yellow-pages number, various service options corresponding to various services provided by a person, a business or an organization, represented by the yellow-pages number, may be added into a contact list and prompt a user without costing excessive manpower and material resources on separate developments for each service, and thus the method is expandable, easy to operate and time efficient.

Abstract: Embodiments of the invention provide systems and methods for dynamically selecting a customer agent workflow for handling a customer contact in a contact center based on current contact center load. According to one embodiment, managing agent workflows in a contact center can comprise receiving a customer contact and selecting an agent from a plurality of agents to handle the customer contact. A current load of the contact center can be determined and a workflow for the selected agent to handle the customer contact can be dynamically selected from a plurality of workflows based on the determined current contact center load.

Abstract: A method and system for processing an incoming call to an electronic communication device enables a response to an incoming call to be determined based on whether a peripheral device is operatively coupled to the electronic communication device. A first call processing profile is associated with a first peripheral device and a second call processing profile is associated with a second peripheral device. The method comprises determining that the first peripheral device is operatively coupled to the electronic communication device (step 210). The incoming call to the electronic communication device is then allowed to be processed according to the first call processing profile in response to the first peripheral device being operatively coupled to the electronic communication device (step 215).

Abstract: Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.

Abstract: Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.

Abstract: A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item.

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

Abstract: A computer-implemented method for detecting calls from illegitimate calling parties may include (1) collecting information about a plurality of calls received at a plurality of telephonic devices, (2) analyzing the information about the plurality of calls to identify at least one call pattern of illegitimate calling parties, (3) detecting, at a telephonic device, an incoming call, (4) determining whether one or more calls from the calling party of the incoming call fit the call pattern of illegitimate calling parties, and (5) disposing of the incoming call based at least in part on determining whether the one or more calls from the calling party of the incoming call fit the call pattern of illegitimate calling parties. Various other methods, systems, and computer-readable media are also disclosed.

Abstract: A method and system for transmitting early media notifications (EMNs) of communication services, for example, call completion, etc., is provided. A network component, a calling party device, and/or a called party device detect a call made by a calling party to a called party, and occurrence of events, for example, a call attempt, start of ringing the called party, an incomplete call, call redirection, etc. A multi-modal early media application (MMEMA) transmits one or more EMNs in more than one mode, for example, a text and audio mode for viewing and/or listening, to the calling party at any time instant, for example, immediate, during or after play of a ring back tone, prior, immediate, or after detection of an incomplete call or call redirection, etc. The MMEMA triggers billing of the calling party based on the calling party's action or a non-action after the EMNs transmission to the calling party.

Abstract: A party associated with multiple contact addresses, such as a home, cell, and/or work telephone numbers, is contacted by a dialer using a contact attempt sequence that defines how the various contact addresses are used. A graphical user interface allows a user to create a visual representation of the contact attempt sequence flow for contacting the party, e.g., a template, where logic is defined indicating how and when the various contact addresses are to be used. Thus, in one instance, the dialer may use the template to make multiple attempts to reach the party using first their home number and then their cell phone number, and if such attempts are unsuccessful, then make a further attempt to the reach the party using their work number, wherein attempts to reach the party using the home, cell, and/or work phone numbers may be limited over one or more defined time periods.

Abstract: A speaker includes a magnetic circuit, a voice coil, and a diaphragm which are disposed in a case. The case is placed in an engine compartment of an automobile. Reproduced sound is emitted through a duct protruding outward from the case. A partition wall, which is a metal body frame of the automobile, is present between the engine compartment and the cabin space. The duct is inserted into a hole formed in the partition wall so that a sound port faces and protrudes into the cabin space. A heat dissipation port is formed in the case, and an end surface the magnetic circuit facing the partition wall is exposed in the heat dissipation port. An elastically deformable thermal conductive sheet is sandwiched between the partition wall and the end surface of the magnetic circuit.

Abstract: An audio amplification circuit may include an input terminal for receipt of an input signal from a transducer. A signal processor may be coupled to the input terminal for receipt and processing of the input signal to generate a processed digital audio signal in accordance with a programmable configuration setting of the signal processor. A serial data transmission interface is configured for receipt of the processed digital audio signal and supply of a corresponding digital audio stream at an output terminal of the integrated audio amplification circuit. A serial data receipt interface may be coupled to an externally accessible configuration terminal of the integrated audio amplification circuit and a controller is configured to adjust one of the programmable configuration setting of the signal processor and a format of a digital audio stream in accordance with first configuration data received through the serial data receipt interface.

Abstract: Activities performed by a client at a site of an organization are monitored and stored in an activity database. A call is thereafter received from the client at a telephone system of the organization, which performs an identification of the client. The identification is provided to a cross-channel router as a request for a prediction on where the call from the client should be routed, and the router indexes into the activity database based on the identification of the client to obtain the monitored activity of the client. The router employs predicting rules and the obtained activity to generate a prediction of client needs, and returns the generated prediction to the telephone-based system, which presents prioritized telephone prompts to the client according to the returned prediction to help in routing the call.

Abstract: A system, method, and computer program product are provided for proactively identifying and addressing customer needs. In use, at least one customer need for at least one customer is predicted, based, at least in part, on information associated with the one or more detected customer care request triggering events, information associated with the one or more customer care interactions, and information associated with the one or more after-effects.

Abstract: Communication sessions are enhanced with customer relationship management (CRM) information. A unified communication (UC) client application retrieves contextual information associated with a contact through a CRM extension from a CRM application. Opportunities associated with the contact are presented from the contextual information. Contacts associated with a selected opportunity are organized by stakeholder and team member categories and presented through the UC client application. Documents associated with the opportunity are also displayed by the UC client application. Any alterations to the contextual information through one of the presentation views including contact, opportunity, people, and documents are transmitted back to the CRM application through the CRM extension for storage.

Abstract: A method, system and computer program product for identifying which participant joined or exited a conference call. A participant to a conference call is able to select a personalized tone from a list of predetermined tones or to upload a personalized tone to a designated site, where the personalized tone is to be played upon the participant joining and/or exiting the conferencing call. In this manner, the other participants of the conference call would know which participant joined or exited the conference call.

Abstract: An intelligent virtual service agent implemented on a computer platform is assigned a responsibility to automatically interact with different users across a communication network when a predetermined characteristic of content provided by the different users is identified. Content provided by a user over the communication network is analyzed to determine whether the content provided by the user possesses the predetermined characteristic. When the content possesses the predetermined characteristic, account data of the user for an account specific to the user is obtained, and the account data specific to the user is analyzed. The intelligent virtual service agent is assigned to automatically interact with the user based on the account data specific to the user and based on determining that the content possesses the predetermined characteristic.