Abstract: Disclosed are systems, methods, and devices for managing a plurality of remote devices of disparate types. There is maintained an electronic device definition repository comprising: a plurality of semantic model definitions for corresponding devices of the plurality of remote devices. An action request for an action to be performed by one or more selected devices of the plurality of remote devices is received. For each one or more selected devices, the action request is processed including: converting a generic device action and a generic device property to a device-specific action and a device-specific property using the semantic model definition for the selected device; establishing one or more messages for communicating the device-specific action request to a given selected device using the data protocol definition for the selected device; translating the one or more messages of the sequence of messages to an application protocol suitable for communication with the selected device.

Abstract: Disclosed are systems, methods, and devices for managing a plurality of remote devices of disparate types. There is maintained an electronic device definition repository comprising: a plurality of semantic model definitions for corresponding devices of the plurality of remote devices. An action request for an action to be performed by one or more selected devices of the plurality of remote devices is received. For each one or more selected devices, the action request is processed including: converting a generic device action and a generic device property to a device-specific action and a device-specific property using the semantic model definition for the selected device; establishing one or more messages for communicating the device-specific action request to a given selected device using the data protocol definition for the selected device; translating the one or more messages of the sequence of messages to an application protocol suitable for communication with the selected device.

Abstract: Disclosed are systems, methods, and devices for managing a plurality of remote devices of disparate types. There is maintained an electronic device definition repository comprising: a plurality of semantic model definitions for corresponding devices of the plurality of remote devices. An action request for an action to be performed by one or more selected devices of the plurality of remote devices is received. For each one or more selected devices, the action request is processed including: converting a generic device action and a generic device property to a device-specific action and a device-specific property using the semantic model definition for the selected device; establishing one or more messages for communicating the device-specific action request to a given selected device using the data protocol definition for the selected device; translating the one or more messages of the sequence of messages to an application protocol suitable for communication with the selected device.

Abstract: Disclosed are systems, methods, and devices for managing a plurality of remote devices of disparate types. There is maintained an electronic device definition repository comprising: a plurality of semantic model definitions for corresponding devices of the plurality of remote devices. An action request for an action to be performed by one or more selected devices of the plurality of remote devices is received. For each one or more selected devices, the action request is processed including: converting a generic device action and a generic device property to a device-specific action and a device-specific property using the semantic model definition for the selected device; establishing one or more messages for communicating the device-specific action request to a given selected device using the data protocol definition for the selected device; translating the one or more messages of the sequence of messages to an application protocol suitable for communication with the selected device.

Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.

Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.

Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.

Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.

Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.

Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.

Abstract: A distributed contact center and method of managing data transfers between the distributed parts of the contact center is provided. Distributed parts of the contact center are joined together through a known communications initiation protocol such as SIP, then status information and/or control signals are transferred between the distributed parts using lossless communication protocols.

Abstract: The system and method described herein allows for full monitoring and recording of SIP calls by using standard SIP messages. During the call set up between a first SIP device and a second SIP device, information is derived from a first SIP INVITE message from a first SIP device. Information is then derived from a response message from the second SIP device. The monitor/recorder receives one or more SIP INVITE messages to set up a first media stream from the first SIP device and a second media stream from the second SIP device to the monitor/recorder. The monitor/recorder receives the first and/or second media stream. The monitor/recorder then records the first and/or second media stream. In addition, the system and method provide for recording on demand, required recording, and pause-and-resume recording of SIP calls.

Abstract: A call center allows a customer to select the type of callback service which the customer wishes the call center to utilize when placing a call back to the customer. The call center then tests for the presence of a device specified by the customer. When the presence of the device is detected on an Internet/network, the call center will place a call to the customer via a device specified by the customer. Also, a call center allows a user to select the type of callback service which the customer wishes to use for a later communication with the call center. When the call center has the capability of providing the selected type of callback service, the call center indicates this capability by publishing a service presence. A customer device detects the published service presence and alerts the customer who establishes communication with the callback center.

Abstract: The system and method described herein allows for full monitoring and recording of SIP calls by using standard SIP messages. During the call set up between a first SIP device and a second SIP device, information is derived from a first SIP INVITE message from a first SIP device. Information is then derived from a response message from the second SIP device. The monitor/recorder receives one or more SIP INVITE messages to set up a first media stream from the first SIP device and a second media stream from the second SIP device to the monitor/recorder. The monitor/recorder receives the first and/or second media stream. The monitor/recorder then records the first and/or second media stream. In addition, the system and method provide for recording on demand, required recording, and pause-and-resume recording of SIP calls.

Abstract: The inventive method of producing silicon comprises reacting gaseous trichlorosilane with hydrogen to deposit silicon onto a substrate and to produce silicon tetrachloride by-product, vaporizing the silicon tetrachloride by-product to form gaseous silicon tetrachloride, converting the gaseous silicon tetrachloride to finely divided silicon, forming a silicon melt by melting the finely divided silicon, and forming solid silicon from the silicon melt.

Abstract: Methods of producing carbon black in a multi-stage reaction are described. Also described is carbon black formed from the processes.

Abstract: Methods of producing carbon black in a multi-stage reaction are described. Also described is carbon black formed from the processes.