Abstract: Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.

Abstract: A system and method for restoring communications through breaks in wireless coverage includes identifying a coverage gap in a wireless coverage area and notifying system users of the existence of the coverage gap. Connection information is distributed to other base stations to automatically reconnect parties upon exiting the coverage gap.

Abstract: A method, system, and computer program for executing a network-based distributed application. An infrastructure is described that includes application containers configured to execute an application instance of the distributed application and measure quality of service metrics for the application instance. Workload management elements form a decentralized workload management layer. The workload management layer is configured to assign a workload to application containers based on the quality of service metrics received by the application containers.

Abstract: The present invention is directed to a method for propagating contextual data in an audio communication by storing the contextual data obtained from a calling party in an extensible mark-up language formatted text document. A telephone call between a first party and a second party is converted to a session initiation protocol based voice over internet protocol communication, and the stored text document is attached to session initiation protocol messages that control the voice over internet protocol communication. The document is attached to the signaling messages by embedding the text document in a session description payload associated with the session initiation protocol message. The attached document is propagated with the audio communication, including when the signaling messages are used to transfer the audio communication from the second party to a third party or to add one or more addition parties to the audio communication.

Abstract: Task management techniques based on user context are provided. More particularly, techniques are presented for calculating task attribute values based on user context data. Once task attributes of a user have been determined, the tasks can be prioritized and a suggestion can be made to the user to perform the tasks in the given order. In a first aspect of the invention, a computer-based technique for scheduling at least one task associated with at least one user includes obtaining context associated with the at least one user, and automatically determining a schedule for the at least one user to perform the at least one task based on at least a portion of the obtained context and based on one or more task attributes associated with the at least one task.

Abstract: Improved discovery techniques are provided. For example, in one aspect of the invention, a technique for making providers of a particular kind of data available to an application program includes the following steps/operations. The technique discovers whether one or more data providers are capable of providing the particular kind of data, wherein a discovered data provider is either a connected data provider or a virtual data provider. When a data provider capable of providing the particular kind of data is discovered and the discovered data provider is a virtual data provider, the technique instantiates the virtual data provider. When a data provider capable of providing the particular kind of data is discovered, the technique makes a data-provider handle for the discovered data provider available to the application program, with a common interface.

Abstract: Data validation techniques are provided. For example, such techniques complement user entries associated with events of interest through context. In one aspect of the invention, a technique for processing one or more user entries associated with one or more events of interest includes the following steps/operations. Context associated with the one or more events of interest is obtained. At least a portion of the obtained context is associated with one or more user entries representing events of interest. At least a portion of the one or more user entries is evaluated, responsive to at least a portion of the context. An indication of the one or more events of interest is provided, responsive to the evaluation.