Abstract: A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.

Abstract: A method for automatic call distribution includes receiving an incoming call for distribution through an automatic call distributor and identifying an agent to handle the incoming call. The method includes transitioning the agent to a transition state to reserve the agent for handling the incoming call. The transition state prevents the agent from participating in a lower priority call.

Abstract: In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.

Abstract: A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.

Abstract: A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first call.

Abstract: A system and method for integrated queue management are provided. The method may include receiving, from a user, a request for a connection to one of a plurality of agents. The request for a connection may be queued if the plurality of agents are unavailable. A request to delay the connection with the one of the plurality of agents may be received, from the user. In accordance with a particular embodiment of the present invention, the connection with the one of the plurality of agents is delayed. A request to continue in the queue may be received from the user. Finally, the user may be connected with one of the plurality of agents.

Abstract: A method for using presence information in error notification includes detecting an error associated with operation of a software system and executing a workflow in response to detecting the error to determine error transmission information instructions. The method includes using presence information to identify one or more targets for receipt of error information based on the execution of the workflow and transmitting error information to the one or more identified targets.

Abstract: A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.

Abstract: A method for communicating with an automatic call distributor system agent includes communicating through a communications link with a first agent of a plurality of agents associated with an automatic call distributor (ACD) system. The plurality of agents are able to receive user calls distributed by the ACD system. The user calls comprise requests for service. The method includes receiving an audible state command from the first agent through the communications link and changing the state of the first agent with respect to the ACD system in response to the audible state command.

Abstract: A method of routing calls of an automatic call distributor system that includes receiving a first workflow, comprising a desired behavior, associated with a first agent of a plurality of agents and receiving at least one request from a respective user for connection with one of the agents. The method also includes monitoring system information and executing the first workflow after the first agent becomes available for connection with one of the requests. The method includes selecting a first request of the at least one request, wherein the first request is selected based on the first agent's desired behavior and the monitored system information, and connecting the first request to the first agent. The method may also include receiving a notification that the first agent is available for connection with one of the respective users, and executing the first workflow after receiving the notification that the first agent is available.

Abstract: In one embodiment, a method includes maintaining a first connection with respect to a conference call on a first endpoint associated with a user. The method also includes determining if the user has requested a second connection with respect to the conference call, and establishing the second connection with respect to the conference call if the user has requested the second connection. Finally, the method includes replacing the first connection with the second connection with respect to the conference call if the user has requested the second connection. Replacing the first connection with the second connection includes establishing the second connection with respect to the conference call through a second endpoint associated with the user. The second connection is established transparently with respect to the conference call, and replaces the first connection transparently.

Abstract: In one embodiment, a method includes receiving a first user profile comprising at least one rule associated with at least one show. The at least one rule is activated upon the occurrence of a first event. The method also includes detecting the occurrence of the first event. Upon detecting the occurrence of the first event, the method further includes activating the at least one rule and processing a first communication based on the at least one rule.

Abstract: A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.

Abstract: Methods and apparatus for identifying experts in a subject area are disclosed. According to one aspect of the present invention, a method includes receiving a request to locate a source of expertise in a subject area within an enterprise, and determining if there is at least one individual associated with the enterprise that has the expertise in the subject area. The method also includes identifying the individual if it is determined that there is the at least one individual who has the expertise in the subject area by comparing a profile associated with an initiator of the request with a profile associated with the individual. Information associated with the individual is provided such that the individual may be identified as the source of expertise in the subject area.

Abstract: In one embodiment, an automatic call distributor apparatus is provided, including a network interface operable to receive a request for a service, and a processor operable to assign the request to a queue and to associate a number of resources with the queue based upon a determination of at least one dynamic parameter of the queue. Advantageously, resources may be allocated to queues in a flexible, efficient, and dynamic manner.

Abstract: A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in part on the location information. A method for managing agents in a call center includes determining location information for a plurality of agents in a call center. The method further includes communicating a message to at least one of the agents requesting the agent to move to a new location in response to at least one request for connection with one of the agents.

Abstract: A method for communicating navigation information includes receiving destination information from a user. The destination information comprises a desired destination of the user. The method includes determining a first route to the destination and communicating the first route to the user. The method includes monitoring position information of a plurality of vehicles and identifying an area causing traffic delay using the position information of the plurality of vehicles. The method also includes determining a second route to the destination to avoid the area and communicating the second route to the user.