Abstract: An exemplary method for routing work to resources in a web-based social network comprises determining a type of work in a work request from a service, determining at least one relevant capability for servicing the work request based on the type of work, determining, from a plurality of social networks, at least one resource in a social network having the relevant capability, and enabling the service to route work related to the work request to the at least one resource.

Abstract: A system and method for receiving information from a caller without the information being accessed by an agent handling the call. A call is received and routed to an agent, who may be remote. When predetermined information (e.g., credit card number, social security number) is to be provided by the caller, an IVR (Interactive Voice Response) unit or media server is bridged into the call. The caller's input is received by the IVR unit, but not by the agent. If the information is entered as DTMF tones, those tones may be muted or altered for the agent. The agent's voice connection may remain open, however, to receive and answer questions from the caller. If the information is provided verbally, the audio connection to the agent may be muted. The agent is signaled when the information is complete, at which time the IVR unit is disconnected and the call proceeds normally.

Abstract: A method for performing results-based routing of telephone calls. Agents handle telephone calls seeking or inquiring into a product or service. Agents are distributed among agent pools, with each pool being defined by one or more criteria, on a real-time and/or batch basis. Such criteria may reflect an agent characteristic (e.g., age, geographical location, language, hobby, skill), a level of agent performance (e.g., number or amount of sales, speed or efficiency in providing a service) or some other factor. When a call is received at a call manager, a pool of best agents or some other pool is selected (e.g., by weighting, by statistical distribution). The best available agent in that pool is identified and the call is routed to that agent. The call manager, or other entity, may record some or all of the call (e.g., voice conversation, the agent's computer input during the call).

Abstract: A method and apparatus for managing software processes to improve their stability. Each instance of a software process periodically reports its operating status to a recycler. The status information identifies how long the instance has been continuously executing and how many transactions the instance has executed during that time. If either value exceeds a threshold associated with the process or that specific instance of the process, the instance is instructed to recycle. If instructed to recycle, the instance may stop accepting new transactions, finish handling its current transactions, then restart and resume normal operation. The recycler may postpone or cancel a recycle instruction if the combined capacity of all active instances of the process is below, or may fall below, a minimum desired capacity for the process. The recycler may also recycle itself.

Abstract: An electronic document routing system in a computer network environment integrates into the existing framework of the Internet browser using a Multipurpose Internet Mail Extensions (MIME) type. An ordered list with optional rules is placed in a MIME attachment, describes the route, document movement, time allotments, and options for each recipient. An originator creates a document, an ordered list of recipients, and specifies tasks and time allotments for each recipient The originator sends the document to the first recipient; each recipient performs a required task. Upon completion or expiration of the allotted time, the message is routed to the next recipient and a status report containing the current version of the document is sent to the originator. When all recipients have completed their tasks or the route has completed, the final document is sent to the originator. Thus, the originator receives a final document and intermediate versions of the document.