Abstract: A device, system, and method gives temporary control of a user device using location based grants. The method performed by a control server of a third party is performed when the user device is in a predetermined area. The method includes transmitting authentication data to the user device, the authentication data configured to authenticate the third party to the user device, the predetermined area being associated with the third party. The method includes receiving a request from the user device for command data, the command data configured to be executed on the user device to provide the third party with a limited control over the user device while the user device remains in the predetermined area. The method includes transmitting the command data to the user device.

Abstract: A Public Safety Access Point (PSAP) or other system can receive an emergency event. Based on information associated with the emergency event, the PSAP can determine which emergency vehicle can respond to the event. The PSAP may then determine an origination point, a destination, and a route that will be used by the emergency vehicle. The route information may then be communicated to a map server, one or more vehicles that may be affected by the route of the emergency vehicle, and/or other systems, devices, and/or computer systems. The map server, vehicles, etc. can then reroute or change a characteristic of a vehicle's travel to adjust for the travel and route of the emergency vehicles.

Abstract: Methods, systems and computer readable media for mobile endpoint network interface selection using merged policies.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for a communication session identifier. A communication session identifier can act as a virtual relay between conference participants, forwarding emails, phone calls, attachments, messages, and other information from a central address associated with the communications session identifier. In this manner, a user who desires to communicate with other conference participants only needs to send the communication to the communication session identifier, which in turn distributes the communication to the other parties. These communications can include emails, social networking messages, instant messaging, voice messages, and other forms of communication.

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: Embodiments disclosed herein provide systems, methods, and computer readable media for managing bandwidth based on audio power level. In a particular embodiment, a method provides, from a conference system, transferring at least one audio level criterion to a first user system in a communication session. At the conference system, when a level of first audio for the communication session satisfies the at least one audio level criterion at the first user system, the method provides receiving the first audio encoded using first audio codec parameters by the first user system. At the conference system, when the level of the first audio does not satisfy the at least one audio level criterion at the first user system, the method provides receiving the first audio encoded using second audio codec parameters by the first user system.

Abstract: Questions are received for a conference call. The questions are submitted electronically, such as by email or Instant Messaging (IM). The questions can be submitted before and/or during the conference call. The questions are clustered into one or more similar categories. The clustered questions are sent to participants of a conference. For example, the questions can be sent to a presenter of the conference call as an agenda to follow for a question and answer section of the conference call. Likewise, the questions may also be sent to the conference participants as an agenda of the question and answer section of the conference call. The presenter can discuss the questions with the conference participants based on the categorization of the submitted questions.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for accomplishing a virtual call on hold. A client communication device, such as a telephone, smartphone, or computer, receives a notification of a communication session to which the user is invited, and establishes a relationship with the communication session. Alternatively, a server associated with the communication session can establish the relationship with the client communication device. Then, the communication device can present an indication of the relationship with the communication session for a duration of the communication session, such that the user can join the communication session at will via a communication channel, and such that the communication channel is not occupied by the communication session unless or until the user joins the communication session. The communication session can be a conference call, video conference, a multi-modal chat wherein multiple users communicate via different modalities.

Abstract: Public safety access points (PSAP), such as 911 and e911 service providers, are often overwhelmed with information coming from a number of callers. As part of an initial assessment, a determination is often made as to whether two or more callers are calling about the same emergent event. If two or more callers are calling about the same emergent event, the callers and PSAP may interact at the same time but differently, such as different content or different media types. As a benefit, on-site activities may be coordinated in a manner that helps reduce the demands on PSAP resources and helps to facilitate a more accurate and appropriate response to the emergent event.

Abstract: System and method to manage bandwidth used by an endpoint of a communication session, the method including: detecting, by a sensor coupled to a communication system transporting the communication session, an indicia of a user; inferring, by a processor of the communication system transporting the communication session, a first involvement by the user in the communication session, wherein inferring is based upon the detected indicia of the user; and modifying, by the communication system transporting the communication session, a bandwidth of the communication session based upon the first inferred involvement by the user.

Abstract: Public safety access points (PSAP), such as 911 and e911 service providers, are often overwhelmed with information coming from a number of callers. As part of an initial assessment, a determination is often made as to whether two or more callers are calling about the same emergent event. If two or more callers are calling about the same emergent event, the callers and PSAP may interact at the same time but differently, such as different content or different media types. As a benefit, on-site activities may be coordinated in a manner that helps reduce the demands on PSAP resources and helps to facilitate a more accurate and appropriate response to the emergent event.

Abstract: Public safety access points (PSAP), such as 911 and e911 service providers, are often overwhelmed with information coming from a number of callers. As part of an initial assessment, a determination is often made as to whether two or more callers are calling about the same emergent event. If two or more callers are calling about the same emergent event, the callers and PSAP may interact at the same time via a data channel operable to convey one or more of text, voice, video, still images, video images, location information, and social media content. As a benefit, PSAP resource may obtain a more complete knowledge of the emergent situation and better coordinate mitigation activities for the emergent event.

Abstract: Obtaining customer feedback is an important tool for a contact center to determine their performance as viewed from those with whom they interact. Customers interacting with an agent over a voice or other channel (e.g., co-browse, text chat, video, etc.) may provide real-time feedback. This real-time feedback may be transmitted to the contact center via a data channel and then utilized to alert a supervisor, trigger the transfer of the call to another agent, training purposes, or other activity. Furthermore, customers' real-time feedback is, “in the moment,” enabling a portion of the agent-customer interaction to be associated with a particular user's feedback input, rather than limiting feedback to a user's patience and memory to evaluate the entire feedback after the interaction has concluded.

Abstract: A communication session is established with a contact center. The communication session includes a first concurrent communication session in a first communication medium and a second concurrent communication session in a second communication medium. The first communication medium and the second communication medium are different communication mediums. For example, the first concurrent communication session may be a voice communication session with a user and the second concurrent communication session may be multimedia communication session with the user. A task is identified that needs to be accomplished in the communication session (e.g., in one of first or second concurrent communication sessions). A determination is made if the first communication medium is an optimal communication medium for the task. In response to determining that the first communication medium is the optimal communication medium for the task, the first task is implemented in the first concurrent communication session.

Abstract: A contact center, communication system, and server are disclosed. An illustrative contact center is disclosed as being a multichannel contact center. A customer of the illustrative multichannel contact center is allowed to switch their engagement with the contact center from using a first media type to using a second media type. Upon making such a switch of engagement, the customer may be provided with information regarding resources in the contact center, statistics/metrics of those resources, the ability to provide real-time feedback regarding the engagement, and possibly the ability to select a resource from among a plurality of resources. In this way, the customer may be incentivized to switch their method of engagement to a benefit of both the contact center and the customer.

Abstract: A technique is disclosed that enables telecommunications endpoints to conveniently share the addressing information—that is, the Uniform Resource Identifiers (URI)—of documents that are available on the World Wide Web. In particular, a server is used to provide a bookmark service. The server acts as a repository of tag-URI pairs, in which each tag functions as a shorthand label for the corresponding URI. In the disclosed technique, a first user creates the tag for the intended URI by assigning a keyword to represent the URI as part of a bookmark tag-URI pair that the server stores. The created tag is presumably shorter than the URI that it represents, making the tag more convenient to use. A second user is then able to retrieve and use the URI by specifying the tag to the bookmark server. In essence, the technique of the illustrative embodiment enables the sharing of Web documents by sharing the bookmarks to those documents.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for managing bandwidth based on audio power level. In a particular embodiment, a method includes receiving a media stream from a first client device, wherein the media stream includes an audio stream. During receipt of the media stream, the method provides determining whether an audio power level of the audio stream satisfies criteria for inclusion in an output media stream from the media server system along with one or more media streams received from one or more other client devices. Upon determining that the criteria is not satisfied, the method provides transferring a first notification to the first client device that includes a first instruction for the first client device to reduce an amount of bandwidth used for transferring the media stream.

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: Equivalence classes are used to determine how groups of call participants are distributed among remotely situated conference rooms. A roster of conference call participants is distributed for display by communication devices the participants bring to a conference room. The distributed roster contains at least one indicium by which the possession of an attribute, by any conference call participant in a room can be confirmed by other conference call participant(s) using a communication device. After entering a room, at least some participants use a communication device to access the roster and indicate, to a server, that at least one other participant on the roster possesses an attribute of significance to conduct of the call. Participants are assigned to groups and the groups are merged based on the presence of participants possessing an attribute or set of linked attributes. The server assigns the participants to respective groups for selective treatment.

Abstract: Questions are received for a conference call. The questions are submitted electronically, such as by email or Instant Messaging (IM). The questions can be submitted before and/or during the conference call. The questions are clustered into one or more similar categories. The clustered questions are sent to participants of a conference. For example, the questions can be sent to a presenter of the conference call as an agenda to follow for a question and answer section of the conference call. Likewise, the questions may also be sent to the conference participants as an agenda of the question and answer section of the conference call. The presenter can discuss the questions with the conference participants based on the categorization of the submitted questions.