Abstract: The present invention uses a list management server for specifying conference participants in an IMS environment. More specifically, a conference list can be established for a standard list management server. The conference list can be a group list that is identified with a unique public URI. The group list can include multiple members, where each member can be identified by a member URI. Members can be specific participants associated with a user specific URI and/or can be a group of participants. When the conference is initiated, a new communication session can be instantiated and a conferencing application execute. After session instantiation, participants included in the conference list can join the session.

Abstract: Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. In one embodiment, a method for selectively synchronizing content across different views of a composite service can be provided. The method can include establishing for a common session, multiple channels of access to a composite service and providing content to a view for one of the channels of access for synchronization across others of the channels of access to the common session. A set of user preferences can be consulted to determine whether synchronization of the content is permitted for individual ones of the channels of access to the common session. Subsequently, the content can be synchronized only to channels of access to the common session that are permitted by the set of user preferences.

Abstract: Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. A method for auto-establishing a voice channel of access to a session for a composite service can include establishing a visual channel of access to a session for a composite service. Responsive to detecting a user interface event in a view for the visual channel which is not related to the establishment of a new channel of access, a separate voice channel of access to the session can be auto-established for the composite service. For instance, the user interface event can include the loading of a page for the view, the receipt of focus for a form in the view, the receipt of focus for a field in a form in the view, or a keystroke or mouse event. Finally, the method can include synchronizing changes of state for the session in a view for each of the visual channel of access and the voice channel of access to the session for the composite service.

Abstract: A method of automatically organizing a meeting can include selecting a customer profile associated with a customer, identifying a representative according to the customer profile, and determining an availability for the representative based upon context information for the representative. The method further can include scheduling a meeting between the customer and the representative based upon the availability of the representative, and storing the meeting. A measure of availability for the representative can be determined according to the context information and a rating for the customer can be determined. A determination that the representative is not available can be overridden according to the measure of availability for the representative and the rating for the customer.

Abstract: Embodiments of the present invention provide a method, system and computer program product for the auto-completion of values in a model in a composite services enablement data processing system. The method can include establishing for a common session, multiple channels of access to a model for a composite service. The method further can include synchronizing views for each of the channels of access based upon detected value changes to data members of the model. Finally, the method can include auto-completing associated values for other data members of the model responsive to receiving a value change for one data member in the model.

Abstract: Embodiments of the present invention provide a method, system and computer program product for seamlessly updating a user interface element in a visible page for a visible channel of access to a common session in a composite services enablement environment can be provided. The method can include establishing a visible channel of access to a shared session shared commonly with other channels of access in the composite services enablement environment, rendering a visible page for the visible channel of access and a hidden page for the visible channel of access, reloading the hidden page at a determined interval to capture updates to a model for the shared session applied over the other channels of access, receiving in the hidden page a change in value for a user interface element reflecting an update for the model for the shared session, and causing the visible page to reflect the change in value for a corresponding user interface element in the visible page.

Abstract: Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. A collision detection and resolution method for updating a model in a composite services enablement environment can include establishing for a single session having a corresponding model, multiple channels of communication for different corresponding channels of access to a service. The method further can include synchronizing updates to the model by individual ones of the channels of access to the services for each of the channels of access to the services. The method yet further can include detecting collisions in synchronizing the updates to the model. Finally, the method can include rejecting the updates to the model when collisions are detected.

Abstract: Embodiments of the present invention provide a method, system and computer program product for deploying and delivering composite services in an NGN network. A method for managing refresh rates for visual channels in a composite services enablement data processing system can include establishing multiple channels of access to a common session for a composite service and synchronizing changes of state for the common session in a view for each of the channels of access to the service. Notably, voice activity can be detected over one of the channels of access for the common session. Responsive to detecting the voice activity, a refresh rate within a model for the common session can be changed to support a higher refresh rate in a view for another one of the channels of access for the common session. Conversely, the refresh rate can be changed to support a lower refresh rate responsive to not detecting voice activity.

Abstract: The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to automated travel planning and provide a novel and non-obvious method, system and computer program product for generating travel routes. A method for generating a travel route for a vehicle from a first location of the vehicle to a second location can be provided. The method can include comprising calculating a travel route from the first location to the second location, wherein the travel route is based on an environmental effect of the vehicle during the travel route. In one alternative, calculating the environmental effect of the vehicle during the travel route can be executed by calculating emissions of the vehicle during the travel route. In another alternative, the travel route comprises calculating a series of travel segments along said travel route, and the environmental effect of the vehicle during the travel route is calculated by determining a type of environment for each of the travel segments of the travel route.

Abstract: A method for tracking the location of an individual can include selecting a first audio clip from a plurality of audio clips, wherein each audio clip comprises a different question for the individual and wherein a correct answer corresponds to each audio clip. The method can further include initiating a telephone call to a telephone of the individual at a desired location and playing the first audio clip for the individual via the telephone call. The method can further include receiving an oral response to the first audio clip from the individual via the telephone call and executing a speech recognition process upon the oral response. The method can further include comparing the oral response to a voice print of the individual and storing a record indicating that the individual is compliant if the oral response matches the correct answer and the oral response matches the voice print.

Abstract: A method of queue busting using a wireless computing device can include executing a portlet within a wireless computing device, wherein the portlet is configured to query for kiosk availability and receiving a request to reserve a kiosk for use by a customer from the wireless computing device. The wireless computing device can be local to the kiosk. The method further can include determining availability of the kiosk according to scheduling information for the kiosk and reserving the kiosk for use by the customer for a period of time according to the step of determining availability of the kiosk. A message, which specifies reservation information, can be sent to the wireless computing device or a representative scheduled to communicate with the customer through the kiosk. A characteristic of the kiosk can be automatically configured and a communication session with the kiosk can be established.

Abstract: The present invention includes a method and system for invoking service offerings. The method can include the steps of initiating (320) a push-to-service request, enabling (304) a Voice Recognition Server (VRS), ranking (306) a list of supported service offerings, and presenting the list on a display for identifying at least one service offering that is available as a service to the user. The method and system can include speaking (308) a voice request for selecting at least one service presented on the display, and establishing (310) a communication dialogue with a service provider of the service for connecting the service provider for providing the service to the user. The push-to-service request can be invoked by a user depressing a service button (120) on the first communication unit (100) using a push-action. The VRS (220) can handle the voice request and generate a list of service offerings ranked by priority for presentation on the display.

Abstract: A method for execution on a server for serving presence information, the method for providing dynamically loaded speech recognition parameters to a speech recognition engine, can be provided. The method can include storing at least one rule for selecting speech recognition parameters, wherein a rule comprises an if-portion including criteria and a then-portion specifying speech recognition parameters that must be used when the criteria is met. The method can further include receiving notice that a speech recognition session has been initiated between a user and the speech recognition engine. The method can further include selecting a first set of speech recognition parameters responsive to executing the at least one rule and providing to the speech recognition engine the first set of speech recognition parameters for performing speech recognition of the user.

Abstract: A method of providing reminders to facilitate a business transaction can include first identifying a personal representative of a business entity, wherein the personal representative is associated with the transaction, second determining a current availability of the personal representative according to context information for the personal representative, monitoring the transaction involving a customer and the business entity and determining whether the transaction is complete. If the transaction is not complete within a predetermined amount of time, the method can include automatically notifying the customer on behalf of the personal representative. If the transaction is not complete within an additional amount of time, the method can include automatically notifying the personal representative over a selected communication channel to contact the customer.

Abstract: The present invention discloses a communication method and system, which can include a step of repetitively conveying presence information to a service provider to continuously update a current location of a person identified within the presence information. A communication attempt directed towards the person can be detected. A communication device proximate to the person can be determined based upon the presence information. The communication device can be accessible by any proximate individual. The communication device can be one not specifically designated by an originator of the communication attempt. A notification of the communication attempt can be presented in an environment proximate to the determined communication device. The communication can be established responsive to the person answering the notification by activating the communication device.

Abstract: The present invention discloses an open contact center formed from multiple contact center components that conform to open standards and that intercommunicate utilizing open standards. The open contact center can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, can provide skills based routing for assigning live agents to callers based upon skills of the live agents and skills needed by the callers, and can provide tooling for provisioning and monitoring the live agents. In one configuration, the contact center components can execute within a middleware solution, such as WEBSPHERE, that has IP Multimedia Subsystem capability. Additionally, the contact center components can be implemented as service oriented architecture (SOA) components that communicate over an enterprise service bus (ESB).

Abstract: The present invention discloses a contact center with speaker identification and verification (SIV) capabilities. In the invention, a set of contact center components can provide automated interactive communications with callers, can provide queue management for callers waiting to communicate with live agents, and can provide skills based routing for assigning live agents to callers. The SIV component can analyze speech utterances to determine a speaker identify based upon biometric characteristics of the analyzed speech utterances. Additionally, the SIV component can process speech from contact center sessions. In one embodiment, the SIV component can prevent agent substitutions from occurring of which the call center is unaware. The SIV component can also be used to distinguish whether communication session content was spoken by a contact center agent or a caller.

Abstract: The present invention extends XML based presence documents to include contact center specific information. The XML presence document can conform to the Common Profiles for Instant Messaging (CPIM) and Presence (CPP) specification. The extended presence documents can permit contact center information to be conveyed across CPP compliant protocol boundaries without modification, with attendant benefits for security and performance. The contact center elements can include, but are not limited to, an agent status, an expertise, an agent level, a utilization rate, an average call time duration, and/or an average number of calls per day. The contact center extensions can be an important component for enabling a presence server to function as a skills based routing component of a standards based contact center, which unlike conventional contact centers can be formed from non-proprietary components that communicate using standard protocols.

Abstract: The present invention discloses a contact center system based upon open standards. The contact center system can include at least one agent node, a portal server, and an application server. An agent node can include a standard HTTP browser that communicates over a standard Internet Protocol network using standard protocols. The portal server can be configured to communicate with an agent node via an agent portal, which can consist of multiple agent portlets to present information. The application server can be configured to execute contact center applications that can collect and distribute information via the agent portlets and transfer calls to agents.