Abstract: Methods and systems for device orientation are described. A display of content on a device may be re-orientated when a device orientation changes. A font of a text or an aspect ratio of a picture displayed on the device may be changed when a device orientation changes to provide a user with an enhanced view. Re-orientation of display of content may not always be desirable. When the device is resting on a horizontal surface or the user is riding in a car, an orientation sensor in the device may trigger the device to re-orientate the display of content without the user desiring or initiating the re-orientation. Within examples herein, re-orientating the display of content on the device when a change in a contact with a perimeter of the device is determined may provide an enhanced experience to the user and may provide optimal device power utilization.

Abstract: A system, method, and program product for realtime/neartime call analytics, the method comprising: receiving an inbound call connection; capturing a destination network address; initiating placement of a call; capturing first data of the initiating party and converting the first data to first data packets with time stamps and a first designation; creating a first audio stream; sending the first audio stream of audio data packets to an audio analytics service; capturing second data including audio data of the destination party and converting the second data to second data packets with time stamps and a second designation; creating a second audio stream; and sending the second audio stream of audio data packets to the audio analytics service.

Abstract: A method for identifying a user of a Voice over Internet Protocol (VoIP) phone in a network, the VoIP phone connected to a computing device via a communication link, includes receiving a request for an authorization token from a computing system on the network; sending a request to the computing device to generate an authorization token in response to the request, the authorization token generated by the computing device based on authentication data associated with the user; receiving the authorization token from the computing device; sending a message containing the authorization token to the computing system for validating an identity of the user; and sending, in response to validating the identity, a subsequent message containing the authorization token to the computing system.

Abstract: A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.

Abstract: In general, this disclosure discloses techniques for using a computing device as a smart vehicle key. The computing device may send a validation request signal to a vehicle via a first short-range communication protocol. After to sending the validation request signal, the computing device may establish a secure connection with the vehicle over a second short-range communication protocol. The computing device may send via the secure connection an ignition signal to the vehicle that activates an ignition system operable to activate a motor of the vehicle. The computing device may periodically send via the secure connection a keep-alive message to the vehicle as the motor of the vehicle is running.

Abstract: A method may include receiving a call from a caller and determining whether the caller has previously called a call center. The method may also include identifying, in response to determining that the caller has previously called the call center, an agent that handled the previous call from the caller, and forwarding the call to the agent that handled the previous call.

Abstract: The present disclosure includes a system and method for blended telephone network and computer network customer support interactions. The system may include a web server, one or more controllers, a telephone exchange, a monitoring server, and one or more client devices. The method may include receiving a multimedia support request, establishing a multimedia communications session, instructing a telephony application associated with the multimedia communications session to place a telephone call, routing and connecting the telephone call to an available endpoint, identifying the available endpoint when the telephone call is connected to the available endpoint, and transmitting an invitation to participate in the multimedia communications session to the available endpoint.

Abstract: A method may include receiving a call from a caller and interacting with the caller, via an interactive voice response (IVR) unit, to identify first information associated with a reason for the call. The method may also include accessing a database storing second information associated with the caller, identifying third information to be provided to the caller based on the stored second information and providing the third information to the caller prior to forwarding the call to an agent.

Abstract: A method including receiving a voice call; analyzing speech in real-time to determine whether payment information is included in the voice call; omitting to record the voice call when it is determined that the voice call includes the payment information; and recording the voice call when it is determined that the voice call does not include the payment information.

Abstract: The present disclosure includes a system and method for handling customer service requests in a virtual computing environment supporting multimedia interactions. In some embodiments, the system includes an automated management tool for receiving a customer service request from a client device, a server for establishing an individualized communication session, and a plurality of available resources capable of being connected to the individualized communication session. In some embodiments, the method includes receiving and establishing a connection between an automated management tool and a client device, receiving a customer service request from the client device, establishing an individualized communication session, and providing resources to the individualized communication session.

Abstract: A computer-implemented technique includes storing keychains in a memory of a computer. A login identifier and a password are received from a mobile device. The login identifier and the password are verified. Subsequent to the verification, one of the keychains is downloaded from the computer to the mobile device. The keychain includes N keys that are each associated with one of M physical locks of M locking devices, where N and M are integers greater than or equal to 1. The M locking devices or another locking device are monitored. Information in a key log is recorded when each of the N keys is used on one of the M locking devices or the other locking device. The information includes a locking device identifier and a key identifier. The mobile device is alerted when each of the N keys is used based on the key log.

Abstract: A system and method are provided for allowing a user to consent to call recording. A user is prompted to make a recording preference. The recording preference is stored in a table indexed by UCID (universal call ID) or as part of a UUI (user-to-user information) field of the call. A recording module and/or a compliance manager, both associated with a call center, are configured to record or not record the call based on the recording preference. The recording preference can be enforced on incoming and outgoing calls to and from the call center. Advantageously, the user's recording preference is enforced throughout the call, regardless of how the call is routed/transferred within the call center.

Abstract: Described are computer-based methods and apparatuses, including computer program products, for voice over internet protocol (VoIP) phone authentication. In some examples, the method includes receiving an authentication request from a computing device; authenticating the computing device for access to a network based on the authentication request; determining if a VoIP endpoint device is associated with a network address associated with the authentication request; and authenticating the VoIP endpoint device if the VoIP endpoint device is associated with the network address.

Abstract: A computer-implemented method includes monitoring an environment external to a vehicle via a sensor of the vehicle or a mobile device. The monitoring includes recording audio or video signals based on an output of the sensor. Audio or image recognition is performed via the mobile device based on the audio or video signals. Based on results of the audio or image recognition, objects in an area through which the vehicle is to pass are detected. The method includes determining which ones of the detected objects satisfy a predetermined criteria. The predetermined criteria includes object features that are indiscernible or marginally discernible to a vehicle operator with a perception deficiency. Selected ones of the detected objects that satisfy the predetermined criteria are monitored. The vehicle operator is alerted of the selected ones of the detected objects with an alert predetermined to be discernible to the vehicle operator.

Abstract: A method for removing voice messages in a voicemail system queue. The method includes acquiring data associated with a first call, including a voice message provided during the first call and a unique identifier assigned to the voice message of the first call. The method also includes receiving a second call and acquiring data for the second call, the data including information indicating whether the second call relates to a voice message previously provided to the voicemail system. The method also includes determining if the second call is related to the first call based on a comparison of at least a portion of the data for the second call and at least a portion of the data for the first call. The method also includes modifying the stored data associated with the first call if the second call is determined to be related to the first call.

Abstract: A device may receive a packet, determine a content identifier of the packet, identify a first processing device that has processed part of content associated with the content identifier, send the packet to the first processing device when the first processing device is identified, select a second processing device among a plurality of processing devices when the first processing device is not identified, and send the packet to the second processing device.

Abstract: A method may include receiving, at a first call center, a call from a caller, forwarding the call to an agent workstation and determining that the call must be transferred. The method may also include providing, at the agent workstation, a user interface identifying a number of items associated with possible reasons for the call and receiving, via the user interface, input selecting one of the items. The method may further include appending information to the call based on the received input and forwarding the call with the appended information to a network device associated with a number of call centers.

Abstract: The present disclosure includes a system and method for blended telephone network and computer network customer support interactions. The system may include a web server, one or more controllers, a telephone exchange, a monitoring server, and one or more client devices. The method may include receiving a multimedia support request, establishing a multimedia communications session, instructing a telephony application associated with the multimedia communications session to place a telephone call, routing and connecting the telephone call to an available endpoint, identifying the available endpoint when the telephone call is connected to the available endpoint, and transmitting an invitation to participate in the multimedia communications session to the available endpoint.

Abstract: Exemplary technical support systems and methods are disclosed herein. An exemplary method includes a media content access device obtaining technical support request information from a user, encoding data representative of the technical support request information into a barcode, and providing the barcode for display on a display screen associated with the media content access device. The exemplary method may additionally or alternatively include a mobile device capturing an image of the displayed barcode and transmitting data representative of the image to a technical support subsystem. The exemplary method may additionally or alternatively include a technical support subsystem receiving data representative of the image of the barcode, decoding the barcode code to obtain the technical support request information, and performing one or more technical support operations in response to the technical support request information. Corresponding methods and systems are also disclosed.

Abstract: The present disclosure includes a system and method for connecting an endpoint, such as a client device, to an active multimedia communications session on one network using metadata included in a communication initiated on another network. In some embodiments, the initial network is the PSTN and the second network is the Internet. In some embodiments, the system includes a multimedia contact center on the second network and only a telephone call on the first network.