Abstract: In one embodiment, a method includes capturing a facial image of a participant to a video conference session from a video stream of the video conference session. A database containing a plurality a stored facial images is then accessed in an attempt to match the facial image with one of the stored facial images. Each stored facial image is associated with information in the database associated with a person, the information being retrieved in the event of a match. 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.

Abstract: A system and method for controlling delivery of streaming media include the capability to receive streaming media at an endpoint device at a first delivery rate and at the endpoint device, determine whether to adjust the first delivery rate and generate a command to adjust the first delivery rate. The system and method further include the capability to receive the command at a media delivery system and stream subsequent media at the adjusted rate.

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: In one embodiment, a telephony system includes a memory that stores one or more call preferences of a user, and a central call routing entity that enables a user to set a call forwarding rule. In accordance with the call forwarding rule and in response to an incoming call to a first telephone device of the user, the call routing entity routing the incoming call to a second telephone device along with a message indicating that the one or more call preferences of the user are stored in the memory. The one or more call preferences are then fetched and applied at the second telephone device. 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.

Abstract: A method for managing calls of an automatic call distributor includes receiving a call from a user over a first connection with a first endpoint of the user. The call comprises a request for service. The method includes obtaining presence information of the user and associating the call with the presence information. The method includes placing the call in a queue until a suitable agent becomes available to provide the service to the user. A virtual contact is established to hold a place of the call in an order in the queue if the first connection is terminated. The method also includes establishing a second connection with the user and detecting the presence of the user associated with the second connection. The method includes associating the second connection with the virtual contact using the detected presence of the user.

Abstract: A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD and a ticket dispenser coupled with the ACD. The ticket dispenser being operable to first dispense a ticket having an identifier to each person who requests service at the branch or store, and then electronically communicate the identifier to the ACD. The ACD includes one or more queues to order calls received from the telephone callers and identifiers. The ACD routes either a call or a person to an available agent in accordance with an algorithm. 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: Methods, devices, and software are provided for generating and sending data packets that contain redundant voice data over VoIP connections made under an unreliable network protocol. The redundant data is packaged either in redundant data packets, or in expanded original packets, to repeat data that originally belongs in other packets. Generation of the redundant voice data is either from the transmitting device or from a retransmitting device, such as a router in the network. Generation is triggered either when errors are detected, or simply when the network resources permit it, or both. The received voice data is processed by the second party to the connection, which is typically a telephone call. The redundant voice data that is actually received is discarded. The invention thus ensures that less voice data is lost than in the prior art over VoIP connections made under an unreliable network protocol.

Abstract: A method and system for providing prioritized access to a messaging system includes receiving at an access controller for a messaging system a request for connection by a user to the messaging system. The access controller determines whether the messaging system is available. The access controller further queues the request if the messaging system is not available.

Abstract: A method for utilizing proxy designation in a call system includes receiving a call from a first user over a first connection with a first endpoint of the first user. The method includes receiving a proxy designation from the first user. The proxy designation comprises a proxy user designated to handle the call for the first user. The method also includes establishing a second connection with the proxy user and detecting the presence of the proxy user over the second connection.

Abstract: A method and system for logging voice quality issues for a communication connection includes receiving a signal for logging quality information for a voice connection at an endpoint of the voice connection. Voice samples are collected from the voice connection at the endpoint. The voice samples are stored in an error log at the endpoint.

Abstract: A method for adaptively improving voice quality during a communication session includes monitoring voice quality parameters associated with a communication session at one or more network components of a communication network. At least one of the network components is selected to perform packet replication, if a value of the voice quality parameters deviates from a predetermined range. In accordance with a particular embodiment, replicated packets are transmitted from the selected network component along an alternate communication path. In accordance with another embodiment, an improvement in performance associated with transmission of the replicated communication packets along the alternate communication path is assessed. Transmission of the replicated communication packets may be discontinued if the improvement is below a predetermined minimum.

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.

Abstract: A communication system includes an endpoint that performs codec selection based on at least one network parameter. In a particular embodiment, a communication session exchanges voice information, and the codec selection improves the overall voice quality of the communication session.

Abstract: In a communications system, a network provides multiple physical paths for communicating packets between participants of communication sessions. During a communication session, elements of the network route packets such that the packets are separated for communication to a destination using multiple physical paths.

Abstract: A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.

Abstract: A system is provided for establishing a connection between a telephone agent and a computer user. A request is received from the user requesting a return call by an agent. The request is received through a web server and includes an identifier associated with the web page is transmitted to an agent that will contact the user. This allows the agent to view the web page that was being viewed by the user when the request was entered. A telephone connection is then established between the user and the agent. An agent can be selected based on the content of the web page being viewed by the user at the time the request for agent contact is entered. Additionally, for an incoming call, a web page can be generated that contains information about the incoming call. An identifier associated with the generated web page is transmitted to an agent that will answer the call. The agent then accesses the web page using the received identifier.

Abstract: A communications system provides packet-based communications between two or more remote devices. During the session, at least one of the devices may monitor quality parameters and request enhancement of the session based on those quality parameters. Responsive to the request, a DSP pool allocates DSP resources for the session and enhances packets for the communication session using the allocated DSP resources.

Abstract: A method for automatic contact distribution includes receiving a contact for connection with an agent and distributing the contact to a first agent. The method includes automatically transferring the first agent from a ready state to a second state if the first agent does not answer the contact and detecting the presence of the first agent at a device associated with the first agent when the first agent is in the second state. The method may include transferring the first agent from the second state to the ready state after detecting the presence of the first agent at a device associated with the first agent. The second state may comprises a system initiated not ready (SINR) state.

Abstract: A system and method to queue, dispatch, send announcements to incoming calls to an emergency response center (ERC) is disclosed. The present invention employs location-based queuing and dispatching to prioritize callers such that callers reporting known occurrence are removed from the queue of the ERC and sent appropriate announcements, thus increasing response time of unique non-reported occurrences at the ERC.

Abstract: A system and method are disclosed for interleaving time-critical packets and lower-priority packets onto a common data link. A packet arrival prediction mechanism predicts when a time-critical packet is expected to arrive. When transmission of a waiting lower-priority packet might cause a substantial delay in the expected time-critical packet's transmission, the lower-priority packet is parked until it can be transmitted without interfering with a time-critical packet.