Abstract: Say John on a PSTN needs to contact Chuck. Chuck's telephone is a SIP, H.323, DCP, or analog endpoint, connected to the PSTN via an enterprise network and gateway. John already knows Chuck's number. Before dialing Chuck's phone number, John navigates to a URL that includes something unique to Chuck in its name, such as www.xyzco.com/303-555-212 or www.xyzco.com/chuck. The webpage of the URL contains two fields: number you will be calling from and subject. John enters his number and then enters the subject “Sale going through!” John then dials Chuck's number. The enterprise network receives the call and the associated Caller-ID via its PSTN gateway, maps the inbound Caller-ID to the information provided by John, routes the call to Chuck's phone, and causes the display on Chuck's phone to show John's Caller-ID and the subject of the call. Chuck thinks the subject may be important and therefore decides to answer.

Abstract: A communication endpoint is configured to record content, which may be audio content, video content, and/or other content, and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user-initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermined amount of time may be transmitted when the communication session has been established.

Abstract: A communication endpoint is configured to record content, which may be audio content, video content, and/or other content, and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user-initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermined amount of time may be transmitted when the communication session has been established.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for identifying information pertinent to an emergent event through social media postings. In a particular embodiment, a method provides, in an emergency contact center, receiving a communication initiated by an individual in response to an emergent event and identifying the individual. The method further provides identifying social media data of the individual created prior to receiving the communication and extracting first data pertinent to the emergent event from the social media data.

Abstract: An exemplary aspect relates an emergency response system and associated technologies. More specifically, an exemplary aspect relates to first responder and associated equipment access to one or more communications systems at, for example, an emergent event. Another exemplary aspect relates to an inference engine for first responders that assists with making inferences based on received information and/or more or more prior inference(s) and optionally automatically providing the inference and/or a recommendation(s) to one or more destinations, such as a communications device. Still another aspect relates to access point authentication and management for certain class(es) of personnel optionally based on location information.

Abstract: A communication, such as a voice communication, is established between a communication device and a media application. The media application may be, for example, a voice conferencing system or a media server. Some or all of the communication is translated into a plurality of text streams that are in different languages. The plurality of text streams are transmitted to the communication device along with the stream of the communication. The communication device receives the text streams in the different languages and the stream of the communication. A user of the communication device can select a language for displaying one or more of the text streams in the different languages. The text stream associated with the selected language is then displayed to the user in conjunction with the stream of the communication.

Abstract: Systems and methods for identifying a participant providing audible information during a communication session are disclosed. More particularly, speech localization is utilized to determine a location of the participant providing audible information. An identification device determined to be at a location corresponding to the location of the participant providing audible information is identified. The identity of the participant providing the audible information is then obtained by mapping the identification device to the participant. The information identifying the participant providing audible information can be provided to other endpoints of the communication session.

Abstract: An exemplary aspect relates an emergency response system and associated technologies. More specifically, an exemplary aspect relates to first responder and associated equipment access to one or more communications systems at, for example, an emergent event(s). Still another aspect relates to access point authentication and management for certain class(es) of personnel optionally based on location information. Yet another aspect related to providing specific information based on location. One illustrative example is providing advertising information based on a location relative to an access point(s). Another example, is providing or limiting access to information on the back side of a firewall based on a device's location relative to an access point(s). Yet another example is dynamically modifying an authentication/login page to an access point based, for example, on a location.

Abstract: When a PSAP receives a call from a cellular telephone in reference to an emergent event, the speed and quality of the response may be improved by the cellular service provider's provision to the PSAP of information that includes the geographic location of the caller's phone. In a typical scenario, in which the call is from a GPS-equipped phone, the GPS coordinates of the phone may be echoed back to the PSAP in response to a specialized open “ping” request from the service provider. Of particular advantage to this approach is that GPS ping requests typically work regardless of whether a call is in progress, as long as the phone is turned on.

Abstract: A microprocessor executable work assignment mechanism selects a work item associated with a customer, dynamically determines, for the customer, a customer proficiency level with respect to a contact center product and/or product area sold and/or serviced by a contact center, and uses the customer proficiency level in assigning the selected work item to a resource for servicing and/or in providing the determined customer proficiency level to an assigned resource for use in servicing the selected work item.

Abstract: Location information associated with a wireless access point is used to assist with emergency call routing. Additionally, the location information can be used to assist with determining where an emergency call is physically originating from. This location information is one or more of enterable, detectable and/or populated with the assistance of a location determining device, such as a GPS, associated with the wireless network. The location information can also be dynamic to account for mobile wireless access points, such as a mobile access point provided on public transportation. The location information is also associatable with an outbound communication, such as an emergency communication, with this location information usable to route the communication to an appropriate entity(ies).

Abstract: Fingerprint portions of two or more different fingers are detected on a detection surface, such as an optical surface, a touch pad, a touchscreen, or the like, and then a further detection made that the person has moved their finger(s), for example, apart, together or relative to one another. The movement can be detected based on identifying the fingerprint portion sliding across the screen. The combination of fingerprint information associated with a corresponding motion is correlatable to one or more actions or triggering events that are used to control one or more electronic devices. Further aspects are directed toward utilizing one or more of the techniques herein for a security application. For example, two users, each placing one or more fingers on a touch screen or touch pad, with the fingerprints thereafter being recognized, perform a certain movement with this triggering the unlocking, or locking, of an object.

Abstract: Methods, devices, and systems for automatically controlling the activation and/or deactivation of communication applications are provided. More specifically, methods, devices, and systems are provided such that the inspection of communication packet headers can be leveraged as a trigger for automatically activating and/or deactivating communication applications and the population of a corresponding user-interface to the application.

Abstract: An exemplary aspect relates an emergency response system and associated technologies. More specifically, an exemplary aspect relates to first responder and associated equipment access to one or more communications systems at, for example, an emergent event(s). Still another aspect relates to access point authentication and management for certain class(es) of personnel optionally based on location information. Yet another aspect related to providing specific information based on location. One illustrative example is providing advertising information based on a location relative to an access point(s). Another example, is providing or limiting access to information on the back side of a firewall based on a device's location relative to an access point(s). Yet another example is dynamically modifying an authentication/login page to an access point based, for example, on a location.

Abstract: An exemplary aspect relates an emergency response system and associated technologies. More specifically, an exemplary aspect relates to first responder and associated equipment access to one or more communications systems at, for example, an emergent event. Another exemplary aspect relates to an inference engine for first responders that assists with making inferences based on received information and/or more or more prior inference(s) and optionally automatically providing the inference and/or a recommendation(s) to one or more destinations, such as a communications device. Still another aspect relates to access point authentication and management for certain class(es) of personnel optionally based on location information.

Abstract: Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.

Abstract: A personal electronic device is configured to unobtrusively detect heart rate and rhythm anomalies utilizing an electrocardiogram (EKG)-based detection and monitoring method. As one example, while a user is using the personal electronic device for its intended function, such as communicating, playing music, and/or watching videos, the personal electronic device may be unobtrusively detecting and recording a user's heart rate and heart rhythm to detect anomalies. For instance, while a user is making a phone call, electrodes of the personal electronic device located in the vicinity of the earpiece and on the handset, may come into contact with a user's ear and a user's hand respectively. Thus, while the personal electronic device is being consciously used for a function other than EKG monitoring, EKG monitoring is unobtrusively occurring.

Abstract: An optical scanner is configured to scan multiple print portions of a body part such as a finger. The optical scanner identifies a first one of the print portions in an area of an optical surface. An event such as launching an application is generated based on identifying the first print portion in the area of the optical surface. In addition, various events can be generated based on different combinations of print portions in different areas of the optical surface. In a second embodiment, a property detector is configured to identify different properties of a sleeve in different areas of a surface. An event is generated based on the detection of a property of the sleeve in an area of the surface.

Abstract: The present invention is directed to a method and device for assigning a telephone number to a browsing session and for providing physical location information to a public safety answering point in association with a web-based chat or relay session.