Abstract: An apparatus, method, and/or computer program is provided to detect, based on a predetermined period of time, that one or more conference participants are located in a conference room. An alert message is transmitted to a registered mobile device of the leader of the conference. The alert message indicates that one or more conference participants are waiting in the conference room. And, the conference leader is connected to the conference room based on a response message received from the conference leader.

Abstract: A method, a computer readable medium, and a system for managing agent login to multiple bridges are provided. The method comprises reserving at least one bridge for at least one agent, creating a first queue for the at least one bridge, the first queue comprising the at least one agent, monitoring efficiency of the at least one bridge, determining if a need for a first bridge of the at least one bridge is high, creating a second queue for the first bridge of the at least one bridge if the need for the first bridge of the at least one bridge is high, assigning at least one agent from the first queue to the second queue, and moving the at least one agent up in the second queue.

Abstract: A method and apparatus of providing notifications to a customer is disclosed. One example method of operation may include identifying a notification event associated with a customer via a customer management module and retrieving a customer preference record and determining a notification device preference for a customer Internet protocol (IP) device included in the customer preference record. The method may also include transmitting the notification event to the customer's IP device based on the notification device preference, the notification event may include a live agent support option which may be accessed in the event that the automated support options fail to satisfy the customer's questions and concerns.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: Disclosed is a method, apparatus, system and non-transitory computer program product configured to process user call responses and assign caller specific preferences to the user based on the caller's feedback. One example method of processing spoken words from a user of a calling platform may include operations, such as calling a user via a call processing device, and sending a call prompt message to the user after the user has answered the call, the call prompt message soliciting a user response. The user may respond and the response is received as a spoken call greeting from the user in response to the call prompt message. Other operations may include recording the spoken call greeting, and determining whether the spoken call greeting is indicative of a language preference. The system may process the user's word or utterances and assign language preferences to the user based on the user provided information.

Abstract: A system, method, and computer readable medium for real time feedback of script logic that comprises counting at least one agent utilizing at least one panel associated with at least one caller, establishing an average length of time required to utilize the at least one panel associated with the at least one caller, tallying a number of callers terminating interaction during utilization of the at least one panel, calculating statistics associated with the counted agents per panel, the established average length of time required per panel and the tallied number of callers terminating interaction per panel, and displaying the calculated statistics.

Abstract: A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider. The method may also include identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.

Abstract: A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a conference call and storing the portion of the conference call in memory. The method may also include processing the portion of the conference call to identify at least one segment of interest and adding the at least one segment of interest to an existing work order associated with a third party application. The method may further provide forwarding the at least one segment of interest to a third party computing device.

Abstract: Operations included may provide receiving event registration messages from at least a portion of end users to register the end users for an event and storing the event registration messages in a registration list file. Establishing a connection for each of the portion of the plurality of end users via an interactive voice response (IVR) application may also occur. The IVR application is then dropped and the connection is maintained via a port on a network element to transfer the event data from the network element to the portion of the registered end users.

Abstract: A system and method for routing an agent to a preferred communications platform in order to receive a customer call. The system may include a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, and a virtual automated call distributor (VACD). Further, the system may include an interactive voice response (IVR) system that requests an agent's identification from the VACD, wherein the VACD and the web server are coupled to the IVR system, and wherein the VACD routes a customer's information to an agent desktop environment (ADE) coupled to the VACD. Also included may be an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, wherein the customer's information is routed to the ADE environment through a message transfer layer.

Abstract: A method, a computer readable medium and a system of multi-domain login and messaging are provided. The method for multi-domain login comprises inputting a local password by an agent, accessing a password vault with the local password, and retrieving at least one hidden password from the password vault, and logging the agent into at least one agent application using the at least one hidden password. The method for multi-domain messaging comprises retrieving information of an agent from a database, retrieving at least one skill group to which the agent belongs from the information, retrieving a message linked to the at least one skill group, and sending the message to the agent.

Abstract: Disclosed is a method, apparatus, system and non-transitory computer program product configured to process user call responses and assign caller specific preferences to the user based on the caller's feedback. One example method of processing spoken words from a user of a calling platform may include operations, such as calling a user via a call processing device, and sending a call prompt message to the user after the user has answered the call, the call prompt message soliciting a user response. The user may respond and the response is received as a spoken call greeting from the user in response to the call prompt message. Other operations may include recording the spoken call greeting, and determining whether the spoken call greeting is indicative of a language preference. The system may process the user's word or utterances and assign language preferences to the user based on the user provided information.

Abstract: A method and apparatus are disclosed of transmitting live event notification information to a user device. One example method may include retrieving event user preference information from an event user database based on prestored user preferences. The method may also include transmitting an initial event notification message to an end user communication device based on the event user preference information to notify the end user of an upcoming event and receiving a response message from the end user communication device indicating a current availability of the end user. The user device may receive notification information via more than one communication channel and respond in a number of different ways.

Abstract: A method and apparatus are disclosed for transmitting notifications to customers. One example method may include identifying a notification event associated with a customer via a customer management module and retrieving a customer record. The method may also include identifying a customer's mobile device via a voice channel preference indicating the mobile device in the customer preference record, and transmitting the notification event to the customer's mobile device based on the voice channel preference.

Abstract: A method and apparatus of processing a voice call are disclosed. One example method of operation may include recording at least a portion of a voice call, and storing the portion of the voice call in memory. The method may also include processing the portion of the voice call to identify at least one segment of interest, and forwarding the at least one segment of interest to a new call party responsive to a call transfer action.

Abstract: A system, method, and computer readable medium for real time feedback of script logic that comprises counting at least one agent utilizing at least one panel associated with at least one caller, establishing an average length of time required to utilize the at least one panel associated with the at least one caller, tallying a number of callers terminating interaction during utilization of the at least one panel, calculating statistics associated with the counted agents per panel, the established average length of time required per panel and the tallied number of callers terminating interaction per panel, and displaying the calculated statistics.

Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.

Abstract: Operations included may provide receiving event registration messages from at least a portion of end users to register the end users for an event and storing the event registration messages in a registration list file. Establishing a connection for each of the portion of the plurality of end users via an interactive voice response (IVR) application may also occur. The IVR application is then dropped and the connection is maintained via a port on a network element to transfer the event data from the network element to the portion of the registered end users.

Abstract: A system and method for routing an agent to a preferred communications platform in order to receive a customer call. The system may include a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, and a virtual automated call distributor (VACD). Further, the system may include an interactive voice response (IVR) system that requests an agent's identification from the VACD, wherein the VACD and the web server are coupled to the IVR system, and wherein the VACD selects the agent's identification and routes a customer's information to an agent desktop environment (ADE) coupled to the VACD. Also included may be an access platform that receives the customer's information and updates an ADE phone control state session on an agent's desktop, wherein the customer's information is routed to the ADE environment through a message transfer layer.

Abstract: A system, method, and computer readable medium for routing an agent to a preferred communications platform comprises accessing a server comprising a routing strategy, wherein the routing strategy consists of a site value, a project identification value, a project load value, and an attribute value of the agent, and wherein the site value takes precedent over the project identification value which takes precedent over the project load value which takes precedent over the attribute value of the agent, and routing the agent to the preferred environment based on a result of the routing strategy.