Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using distributed communication controllers. The distributed communication controllers provide overlapping communication ranges that are capable of passing off call responsibilities as a user and user device navigates an enterprise ensuring full call coverage throughout the enterprise. As the user device moves outside of the range of a first distributed communication controller into the range of a second distributed communication controller while on a call, the system of distributed communication controllers transfer the call responsibilities provided by the first distributed communication controller to the second distributed communication controller, seamlessly, allowing the user to continue the call without interruption.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using a distributed communication controller. At least one distributed communication controller processes incoming and outgoing calls from a user device such as wearable and peripheral devices. The calls range in type and include voice calls, video calls, and both voice and video calls. Upon receiving an incoming call for the user comprising audio and video content, the distributed communication controller sends a call notification message to the user device that is in proximity to the distributed communication controller. After receiving a call acceptance input from the user device, the distributed communication controller sends the audio content of the call over a first channel to the user device. While the audio content is being sent over the first channel, the distributed communication controller sends the video content to an alternative device over a different second channel.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise a distributed communication controller. The distributed communication controller integrates user devices and conference equipment and provides the user with directions within an enterprise to an appropriate location to conduct a conference call. The distributed communication controller determines that a conference meeting is about to begin and determines a location of the user device. Based on a capability of the user device and the requirements of the conference meeting, the distributed communication controller sends navigation instructions that direct the user to a location in an enterprise facility to successfully conduct a conference call. The navigation instructions are provided in real time as the user moves throughout the facility.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using a distributed communication controller. The distributed communication controller identifies a user device, verifies the device and delivers enterprise communication services to the user via the user device without requiring the execution of an enterprise communication application by the wearable device. When the user device is a wearable device, a wireless message is sent from the wearable device in physical proximity to the distributed communication controller that contains identification information. Based on the identification information, user information associated with the user of the user device is retrieved and then used to determine whether enterprise communication services are available for the user.

Abstract: A video- and/or audio-enabled communication system includes a processor, coupled with a camera, the camera acquiring an image of an object of interest during a video communication session involving multiple participants and a computer readable medium comprising instructions that cause the processor to perform automatically an action in response to and related to a sensed context during the video communication session. The action can be one or more of retrieve or provide content of interest to one or more of the participants, join a third party to the video communication session, recommend that a further action be performed by the processor, and schedule an activity involving one or more of the participants.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using a distributed communication controller. The distributed communication controller identifies a user device, verifies the device and delivers enterprise communication services to the user via the user device without requiring the execution of an enterprise communication application by the wearable device. When the user device is a wearable device, a wireless message is sent from the wearable device in physical proximity to the distributed communication controller that contains identification information. Based on the identification information, user information associated with the user of the user device is retrieved and then used to determine whether enterprise communication services are available for the user.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using a distributed communication controller. At least one distributed communication controller processes incoming and outgoing calls from a user device such as wearable and peripheral devices. The calls range in type and include voice calls, video calls, and both voice and video calls. Upon receiving an incoming call for the user comprising audio and video content, the distributed communication controller sends a call notification message to the user device that is in proximity to the distributed communication controller. After receiving a call acceptance input from the user device, the distributed communication controller sends the audio content of the call over a first channel to the user device. While the audio content is being sent over the first channel, the distributed communication controller sends the video content to an alternative device over a different second channel.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise using distributed communication controllers. The distributed communication controllers provide overlapping communication ranges that are capable of passing off call responsibilities as a user and user device navigates an enterprise ensuring full call coverage throughout the enterprise. As the user device moves outside of the range of a first distributed communication controller into the range of a second distributed communication controller while on a call, the system of distributed communication controllers transfer the call responsibilities provided by the first distributed communication controller to the second distributed communication controller, seamlessly, allowing the user to continue the call without interruption.

Abstract: Methods and systems are provided for enhancing communications mobility in an enterprise a distributed communication controller. The distributed communication controller integrates user devices and conference equipment and provides the user with directions within an enterprise to an appropriate location to conduct a conference call. The distributed communication controller determines that a conference meeting is about to begin and determines a location of the user device. Based on a capability of the user device and the requirements of the conference meeting, the distributed communication controller sends navigation instructions that direct the user to a location in an enterprise facility to successfully conduct a conference call. The navigation instructions are provided in real time as the user moves throughout the facility.

Abstract: A communication system includes a processor and a computer readable medium, coupled with the processor, comprising instructions that program the processor to: cause an electromagnetic emitter to irradiate a location on a selected object in proximity to a speaker; determine, from radiation reflected by the selected object at the irradiated location, an audio characteristic of the irradiated location; and when the audio characteristic is acceptable, assigning an electromagnetic microphone to collect audio information from radiation reflected by the selected object at the irradiated location.

Abstract: Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.

Abstract: Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.

Abstract: A first request to establish a communication session with a contact center is received from a user communication device. For example, a request to establish a voice communication session is received at the contact center. A machine learning model uses prior communication sessions with the contact center to identify a first set of one or more sensors that are external to the user communication device. External sensor information is received (e.g., during the request to establish the communication session) by the contact center. The external sensor information is from the first set of one or more sensors that are external to the user communication device. The communication session in the contact center is routed based on the received external sensor information. For example, instead of the communication session being routed to an Interactive Voice Response (IVR) system, the communication session is routed to a high priority contact center queue.

Abstract: A video- and/or audio-enabled communication system includes a processor, coupled with a camera, the camera acquiring an image of an object of interest during a video communication session involving multiple participants and a computer readable medium comprising instructions that cause the processor to perform automatically an action in response to and related to a sensed context during the video communication session. The action can be one or more of retrieve or provide content of interest to one or more of the participants, join a third party to the video communication session, recommend that a further action be performed by the processor, and schedule an activity involving one or more of the participants.

Abstract: A video- and/or audio-enabled communication system includes a processor, coupled with a camera, the camera acquiring an image of an object of interest during a video communication session involving multiple participants and a computer readable medium comprising instructions that cause the processor to perform automatically an action in response to and related to a sensed context during the video communication session. The action can be one or more of retrieve or provide content of interest to one or more of the participants, join a third party to the video communication session, recommend that a further action be performed by the processor, and schedule an activity involving one or more of the participants.

Abstract: A video-enabled communication system includes a camera to acquire an image of a local participant during a video communication session and a control unit that selects a lighting configuration for the local participant to be captured by the camera for provision to a remote endpoint for display to another participant. The lighting configuration selection is based on information describing a local participant or context of the video communication session. The processor conditions a change from providing, to the remote participant endpoint for display, a first image captured under a first lighting configuration selected at a first time to a second image captured under a different lighting configuration selected at a second time upon a difference between the first and second times having at least a threshold magnitude.

Abstract: A communication system includes a processor and a computer readable medium, coupled with the processor, comprising instructions that program the processor to: cause an electromagnetic emitter to irradiate a location on a selected object in proximity to a speaker; determine, from radiation reflected by the selected object at the irradiated location, an audio characteristic of the irradiated location; and when the audio characteristic is acceptable, assigning an electromagnetic microphone to collect audio information from radiation reflected by the selected object at the irradiated location.

Abstract: Embodiments disclosed herein provide methods, systems, and computer readable storage media for facilitating controlling a meeting between remote Augmented Reality (AR) and Virtual Reality (VR) participants. In a particular embodiment, a method provides, during a conference session wherein a plurality of head mounted displays (HMDs) are each worn by one of a plurality of participants, compiling first orientation information and first view information from a first HMD of the plurality of HMDs. The orientation information describes current orientation of the first HMD. Based on the first orientation information and the first view information, the method provides determining a first change to how video is presented the first HMD. Also, the method provides directing the first HMD to implement the first change.

Abstract: A communication system includes a processor and a computer readable medium, coupled with the processor, comprising instructions that program the processor to: cause an electromagnetic emitter to irradiate a location on a selected object in proximity to a speaker; determine, from radiation reflected by the selected object at the irradiated location, an audio characteristic of the irradiated location; and when the audio characteristic is acceptable, assigning an electromagnetic microphone to collect audio information from radiation reflected by the selected object at the irradiated location.

Abstract: Embodiments disclosed herein provide methods, systems, and computer readable storage media for presenting a meeting between remote participants. In a particular embodiment, a method provides, during a conference session, compiling view information used to determine a first view seen by the first participant. The method further provides receiving conference video comprising at least video captured of a second participant remote to the physical location of the first participant. Also, the method provides presenting the video captured of the second participant such that the second participant appears at a first position of a meeting location in the first view to the first participant.