Abstract: A method of linking recognized emotions to non-visual representations includes receiving at a first location information corresponding to demonstrative behaviors of individuals. The behaviors of the individuals may be analyzed during a dynamic session, in which the information is used to determine emotional states of one or more of the individuals. The information about the emotional state may then be used at the first location to determine an action for improving the dynamic session.

Abstract: A method for the automatic configuration of conference resources includes receiving a user request identifying at least one conference resource to be used in a conference. The at least one conference resource is reserved for the conference. Operation of the conference resource is automatically initiated without user interaction.

Abstract: In one embodiment, a method for sending a video message and a text message in a communication session is provided. The method includes determining when a contextual trigger is detected in the communication session between a first user and a second user. For example, the contextual trigger may be when a first user focuses on a window being used for the communication session. The first user may then input a text message. A video message of the first user in the communication session is also determined. The video message is determined based on when the contextual trigger is determined. For example, the video message may include video from a time before when the contextual trigger is determined, such as 10 or 20 seconds before, until a time when the first user is finished inputting the text message. The text message and video message are then sent to a second user.

Abstract: A template listing one or more associated tasks is distributed to one or more devices, each device having a respective user. A task is selectively designated as either shared or individual. When information indicating that an action associated with a particular task has been performed is received at a first one of the devices, the template is updated at the first device, and optionally at others of the devices to indicate to others of the users that the action has been performed. The associated action of a shared task is performed once for all users, and the associated action of an individual task is performed separately by one or more of the users. Task information is optionally communicated between a template on a particular one of the devices and a personal information manager of the respective user of a particular device.

Abstract: In one embodiment, a method for sending a video message and a text message in a communication session is provided. The method includes determining when a contextual trigger is detected in the communication session between a first user and a second user. For example, the contextual trigger may be when a first user focuses on a window being used for the communication session. The first user may then input a text message. A video message of the first user in the communication session is also determined. The video message is determined based on when the contextual trigger is determined. For example, the video message may include video from a time before when the contextual trigger is determined, such as 10 or 20 seconds before, until a time when the first user is finished inputting the text message. The text message and video message are then sent to a second user.

Abstract: A method of linking recognized emotions to non-visual representations includes receiving at a first location information corresponding to demonstrative behaviors of individuals. The behaviors of the individuals may be analyzed during a dynamic session, in which the information is used to determine emotional states of one or more of the individuals. The information about the emotional state may then be used at the first location to determine an action for improving the dynamic session.

Abstract: A method for the automatic configuration of conference resources includes receiving a user request identifying at least one conference resource to be used in a conference. The at least one conference resource is reserved for the conference. Operation of the conference resource is automatically initiated without user interaction.

Abstract: Methods and systems for transferring a communications exchange using a mobile handset are described. A radio frequency (RF) signal is transmitted from a mobile handset to a base station to provide a communications exchange. The communications exchange exists between the mobile handset and a first communications device. The mobile handset automatically detects a second communications device when it is in close proximity to the second communications device. The second communications device is capable of receiving a call handoff. If the mobile handset is in close proximity to the second communications device, then a transfer request including information associated with the second communications device is received from the second communications device. The transfer request is accepted and the communications exchange is seamlessly transferred to the second communications device form the mobile handset.

Abstract: A method for handling a queued automatic call distributor call includes receiving a call from an endpoint of a caller over a first connection. The call comprises a request for service. The method includes connecting the call to an automatic call distributor through a second connection and determining that the call is queued. The method includes terminating the first connection with the caller and receiving an indicator to reestablish a connection with the caller. The method also includes reestablishing a connection with the caller.

Abstract: A telephone system includes a first endpoint device operable to populate a subject field with a message entered by a caller, and to send a call to a called party with the message being attached thereto. A second endpoint device is operable to retrieve the message when the call is received, and to communicate the message to a called party prior to the call being answered. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: A method for providing a contact attempt service includes detecting an attempt of a first user to contact a second user through a first communication method and detecting contact between the first user and the second user through a second communication method. The method also includes removing a contact attempt indicator associated with the attempt of the first user to contact the second user through the first communication method.

Abstract: A template that lists a shared task is received at a first device. The template is also distributed in parallel to a plurality of other devices. When information indicating that the action has been performed is received, the template is updated at the first device and also at the other devices to indicate that the action has been performed.

Abstract: A method for providing communication service includes determining that a call was not answered by an intended recipient of the call and determining a due date associated with the call. The method also includes communicating the due date to the intended recipient.

Abstract: A method for providing training to agents of an automatic call distribution center includes determining whether an agent is idle and, in response to determining that the agent is idle, initiating playback of a recorded training call to the agent. Additionally, the method includes receiving an incoming call from a caller for connection with one of a plurality of agents. Also, the method includes terminating playback of the recorded training call and connecting the agent to the incoming call.

Abstract: A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract: A system and method for servicing a caller at a contact center includes providing self-service menu options to the caller through an automated system, and determining a total time spent by the caller in the automated system. If the caller's attempts at self-service are unsuccessful, the caller is transferred out of the automated system and into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated system. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: In accordance with a particular embodiment of the present invention, a method for the automated answering and holding of a call includes receiving an incoming call directed to a first endpoint from a second endpoint. A detection is made that the first endpoint is communicating with a third endpoint on a previous call. An indication is received from a recipient of the incoming call that the recipient desires the incoming call to be automatically answered and held. The incoming call from the second endpoint is automatically answered without interrupting the previous call, and the incoming call from the second endpoint is placed in a queue.

Abstract: A method for providing communication with an automated voice system includes establishing a first communication session between a caller and the automated voice system. The first communication session includes a call thread. The method also includes receiving a signal indicative of a call event. In response to receiving the signal indicative of the call event, a state of the call thread is saved. The method also includes establishing a second communication session between the caller and the automated voice system at a state of the call thread associated with the saved state of the call thread.

Abstract: Disclosed is a method for providing communication with an interactive voice response system that includes establishing a communication session between a caller and an interactive voice response system. The communication session includes a call thread. The method includes detecting a pause condition associated with the communication session and pausing the call thread. A pause point in the call thread is determined when the call thread is paused. A reminder message may then be communicated to the caller at predefined intervals. The reminder message may include instructions to the caller for resuming the call thread. The method may also include receiving an indication to resume the call thread and resuming the call thread at the pause point.

Abstract: A method for communicating a reminder message includes establishing a first connection between a user and a reminder center. The method includes communicating, from the user to the reminder center, a reminder time. The method also includes scheduling a reminder message at the reminder center, and terminating the first connection between the user and the reminder center. The method includes selecting, at the reminder center, a preferred endpoint associated with the user, from a plurality of endpoints associated with the user. The method also includes attempting to establish a second connection between the user and the reminder center, using the preferred endpoint associated with the user, at is approximately the reminder time, and communicating the reminder message from the reminder center to the user.