Abstract: The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

Abstract: An apparatus and method for detecting potentially-improper call behavior (e.g., SPIT, etc.) are disclosed. The illustrative embodiment of the present invention is based on finite-state machines (FSMs) that represent the legal states and state transitions of communications protocols at nodes during Voice over Internet Protocol (VoIP) calls. In accordance with the illustrative embodiment, a library of FSM execution profiles associated with improper call behavior and a set of rules (or rule base) associated with improper FSM behavior over one or more calls are maintained. When the behavior of one or more finite-state machines during one or more calls matches either an execution profile in the library or a rule in the rule base, an alert is generated.

Abstract: An enhanced user experience during a telecommunications conference may be achieved by using components of devices associated with users as ephemeral adjuncts to a conferencing system. These components may be associated with equipment in a conference room or location such that other participants in the conference may not recognize the use of the device. The quality of a user's experience may thus be improved by using a device and associated components in close proximity to the user. Other participants in a conference may also perceive a benefit from improved intelligibility.

Abstract: A video conference is established between a first video device and a second video device. The first video device captures a first participant's images in the video conference. The first participant's image is also captured as part of the video conference via the second video device (i.e., there are duplicate images of the first participant's image being captured). The first participant's image is detected as being captured by the first video device and the second video device in the video conference. For example, the duplicate images can be determined based on facial recognition. In response to detecting that the first participant's image is being captured by the first video device and the second video device in the video conference, the process automatically forbears from displaying at least one of the first participant's image captured by the first and second video devices.

Abstract: Authentication of a user initiating a communication may be achieved using a visual indicator of the user. Initiation of a communication may result in the initiator of the communication collecting image data associated with the initiator's identity. Additionally, the initiator may be required to perform a task, wherein a response to the task may be transmitted with the image data to the receiver of the communication. The receipt of the image data may allow a receiver of the communication to reduce spam and verify that the initiator is who it purports to be.

Abstract: Embodiments disclosed herein provide systems and methods for selectively recording high quality media in a videoconference. In a particular embodiment, a method provides receiving a plurality of video streams from a plurality of videoconferencing clients. The method further provides streaming video at a first quality level for the plurality of video streams to a first videoconferencing client of the plurality of video conferencing clients. At a first point in time while streaming the video, the method provides identifying a first video stream of the plurality of video streams that should be recorded at a higher quality level than the first quality level and recording the first video stream at the higher quality level from the first point in time.

Abstract: Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area.

Abstract: Embodiments described herein includes a system comprising a processor coupled to display devices, sensors, remote client devices, and computer applications. The computer applications orchestrate content of the remote client devices simultaneously across the display devices and the remote client devices, and allow simultaneous control of the display devices. The simultaneous control includes automatically detecting a gesture of at least one object from gesture data received via the sensors. The detecting comprises identifying the gesture using only the gesture data. The computer applications translate the gesture to a gesture signal, and control the display devices in response to the gesture signal.

Abstract: The system and method enable an agent to be able to select a contact (e.g., a voice call or email from a customer) from a contact queue in a contact center. As contacts come into a contact center, the contacts are placed in the contact queue. An agent in the contact center is presented with the contacts along with a profile that is associated with each of the contacts. The profile may contain information about the contacts such as an attitude of the contact, a conversation style of the contact, a sentiment of the contact, and the like. The agent selects one of the contacts in the contact queue. The selected contact is then sent to the agent for handling.

Abstract: A method that enables the run-time behavior of a system to be analyzed is disclosed. By analyzing the totality of the messages in the log or logs system behavior can be better understood. The illustrative embodiment of the present invention detects patterns in message logs, clusters similar messages, and determines system behavior based on the clustering of messages.

Abstract: Authentication of a user initiating a communication may be achieved using a visual indicator of the user. Initiation of a communication may result in the initiator of the communication collecting image data associated with the initiator's identity. Additionally, the initiator may be required to perform a task, wherein a response to the task may be transmitted with the image data to the receiver of the communication. The receipt of the image data may allow a receiver of the communication to reduce spam and verify that the initiator is who it purports to be.

Abstract: The present disclosure is related to a meeting scheduling system that can apply an enterprise rule to determine one or more requirements for a scheduled meeting.

Abstract: Embodiments disclosed herein provide methods and systems for providing presentation delay feedback to a presenter in a web conferencing session. In a particular embodiment, a method includes receiving, from a presenter client, a request to initiate a web conferencing session. The method further includes establishing the web conferencing session between the presenter client and at least one viewing client. During the web conferencing session, the method includes determining delays in presenting a view of the web conferencing session at each of the at least one viewing clients and providing an indication of the delays to a user at the presenter client.

Abstract: Embodiments disclosed herein provide systems and methods for dynamically guiding a user to a target conversation area with a communication device. In a particular embodiment, a method provides receiving a call request to establish a call with a communication device and determining a location of the communication device. The method further provides determining a target conversation area for a user of the communication device to participate in the call based on the location of the communication device. The method also provides directing the user to the target conversation area.

Abstract: Systems and methods for identifying participants present in a communication session are disclosed. More particularly, the identification of participants using a shared communication endpoint is enabled. Identification can include receiving information from a first participant that identifies a second participant. The identification of the second participant can include receiving a selection of the second participant from a list of expected conference participants presented to the first participant through a communication device associated with the first participant, after the first participant has been registered as a participant in the communication session.

Abstract: Embodiments described herein includes a system comprising a processor coupled to display devices, sensors, remote client devices, and computer applications. The computer applications orchestrate content of the remote client devices simultaneously across at least one of the display devices and the remote client devices, and allow simultaneous control of the display devices. The simultaneous control includes automatically detecting a gesture of at least one object from gesture data received via the sensors. The gesture data is absolute three-space location data of an instantaneous state of the at least one object at a point in time and space. The detecting comprises aggregating the gesture data, and identifying the gesture using only the gesture data. The computer applications translate the gesture to a gesture signal, and control at least one of the display devices and the remote client devices in response to the gesture signal.

Abstract: An apparatus and methods are disclosed for intelligently determining when to merge transactions to backup storage. In particular, in accordance with the illustrative embodiment, queued transactions may be merged based on a variety of criteria, including, but not limited to, one or more of the following: the number of queued transactions; the rate of growth of the number of queued transactions; the calendrical time; estimates of the time required to execute the individual transactions; a measure of importance of the individual transactions; the transaction types of the individual transactions; a measure of importance of one or more data updated by the individual transactions; a measure of availability of one or more resources; a current estimate of the time penalty associated with shadowing a page of memory; and the probability of rollback for the individual transactions, and for the merged transaction.

Abstract: System and method to provide location-based levels of data protection, the method including: receiving, by a receiver, login credentials of a user of a mobile device; authenticating, by use of a policy server, a credentials-based level of data access as configured by a policy; retrieving, by a geo-location module, a location of the mobile device; determining, by use of the policy server, a location-based level of data access as configured by the policy; and granting sensitive data access based upon a more restrictive limitation of the credentials-based level of data access and the location-based level of data access.

Abstract: An enhanced user experience during a telecommunications conference may be achieved by using components of devices associated with users as ephemeral adjuncts to a conferencing system. These components may be associated with equipment in a conference room or location such that other participants in the conference may not recognize the use of the device. The quality of a user's experience may thus be improved by using a device and associated components in close proximity to the user. Other participants in a conference may also perceive a benefit from improved intelligibility.

Abstract: Authentication of a user initiating a communication may be achieved using a visual indicator of the user. Initiation of a communication may result in the initiator of the communication collecting image data associated with the initiator's identity. Additionally, the initiator may be required to perform a task, wherein a response to the task may be transmitted with the image data to the receiver of the communication. The receipt of the image data may allow a receiver of the communication to reduce spam and verify that the initiator is who it purports to be.