Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

Abstract: Method to clone a communication session from a first device to a second device, including: receiving a request to identify the communication session; rendering an information message comprising an identification of the communication session, wherein the information message is configured to be transmitted from the first device; acquiring the information message from the second device to clone the communication session onto the second device; bridging the second device to the communication session without dropping the first device from the communication session, to produce a cloned communication session; and sending a confirmation message, wherein no prior association between the first device and the second device is used during the cloning.

Abstract: Systems and methods are described for creating and managing Global Session Identifiers (GSIDs) for communication sessions. GSIDs provide a way to globally identify communication sessions including those communication sessions that have experienced one or more topology changes. The GSID may be considered a header itself or a value within a header and information contained within a GSID can be used to trace backwards through time to find the session segments that led up to (or exist concurrently to) a currently signaled session.

Abstract: A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user device, and the badge reader is installed at the enterprise. The badge is configured to generate an access key for a customer's social network account based on a customer's work request to the enterprise. The badge reader is configured to retrieve user data as permitted by the associated access key from the badge, and route a work request of the user to a suitable agent of the enterprise based on the user data.

Abstract: One exemplary problem addressed by the techniques disclosed herein is that the A-to-D converter of the broad-band audio codec that is being used more frequently in IP telephony, G.722, samples the analog audio source 16,000 times per second, rather than 8,000. Since all G.722-capable telephones must continue to be G.711-capable, one problem is that a microphone that provides appropriate bandpass filtering for G.722 encoding fails to provide adequate filtering for G.711. One exemplary aspect is therefore directed to telephones that must be able to switch back and forth between narrow-band digital audio encoding in which the A-to-D converter samples the audio stream 8,000 times per second, and a wide-band audio encoding in which the A-to-D converter samples the audio stream 16,000 times per second. This is accomplished using one or more of a plurality of switched microphones, a filter and a modification of the resonant frequencies of a handset.

Abstract: Embodiments of the present invention generally relate to a system and method enhanced collaboration through teleportation. In one or more embodiments, there is provided a system for moderating an enhanced collaboration environment for at least a set of participants, comprising a server for facilitating a 2-D federated collaboration environment for the at least one set of participants; a server for facilitating a 3-D virtual collaboration environment for the at least one set of participants; and a gateway server for facilitating teleportation of at least two participants of the at least one set of participants from the 2-D federated collaboration environment to form a teleported collaboration group in the 3-D virtual collaboration environment.

Abstract: An apparatus and method for improving performance in high-availability systems are disclosed. In accordance with the illustrative embodiment, pages of memory of a primary system that are to be shadowed are initially copied to a backup system's memory, as well as to a cache in the primary system. A duplication manager process maintains the cache in an intelligent manner that significantly reduces the overhead required to keep the backup system in sync with the primary system, as well as the cache size needed to achieve a given level of performance. Advantageously, the duplication manager is executed on a different processor core than the application process executing transactions, further improving performance.

Abstract: Disclosed herein are systems, methods, and computer-readable storage media for managing a packet network to deal with rogue applications that produce non-audio packets marked as audio packets. The system analyzes packet flow through the network to identify an unauthorized source of non-audio packets marked as audio packets, and upon identifying the unauthorized source, the system stops subsequent unauthorized transmission of non-audio packets marked as audio packets from the identified unauthorized source. For example, such an unauthorized source is identified by finding that an audio marked packet has a source address that is not found on a list of authorized sources, or by detecting atypical patterns of audio queue utilization, or by determining whether audio marked packets from a source exceed a threshold value related to transmission of audio marked packets.