Abstract: A framework is provided to offer composite voice applications and services. A composite application and service begins from the user dialing in via phone and ends by the user hanging up the phone. The composite interactive voice services architecture includes a session initiation protocol session service unit is in the loop of session signaling all the time starting from the time the user first dials in, during the user roaming across various voice servers, and until the end of the composite service when user hangs up the phone. This unit accepts a command and login instruction of the next interactive voice service from the previous interactive voice service. The unit has knowledge of DTMF sequences required for the user to login to next interactive voice service. The session service unit automatically accomplishes a roaming process such that composite applications and services can be achieved across various voice servers.

Abstract: An embodiment of the invention automatically generates for a crowdsourcing procedure to achieve a goal. A first template pertaining to the prespecified goal is constructed, and provides a specified context and set of rules, and is associated with one or more data repositories. The first template is used to generate first level tasks, wherein a given first level task is completed by selecting a single object from a repository of objects, and then performing an operation requiring information from the single object. The first template is used further to generate second level tasks, a given second level task being completed by selecting a plurality of objects from the same or from different repositories, and then performing a single operation requiring information supplied by respective objects. The given second level task is submitted to the crowdsourcing procedure for execution.

Abstract: A computer implemented method that analyzes and improves a dial plan. A dial plan design template system receives an existing dial plan. The dial plan design template system models the existing dial plan as a directed graph. The dial plan design template system analyzes the directed graph to determine compliance with a set of edge rules. The dial plan design template system analyzes the directed graph to determine compliance with a set of connectivity type rules.

Abstract: Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents.

Abstract: A system and method for scheduling resources includes a memory storage device having a resource data structure stored therein which is configured to store a collection of available resources, time slots for employing the resources, dependencies between the available resources and social map information. A processing system is configured to set up a communication channel between users, between a resource owner and a user or between resource owners to schedule users in the time slots for the available resources. The processing system employs social mapping information of the users or owners to assist in filtering the users and owners and initiating negotiations for the available resources.

Abstract: An n-ways conferencing system using only the participants' telephony devices and without an external conference server. A plurality of telephony devices dial in to and report their mixing capability to a connection topology manager. The connection topology manager also determines the location of each telephony device and neighboring telephony device pairs in the conference service, as each telephony device is used for mixing voice signals of its closest neighbors, and calculates a minimum conference traffic delay for each telephony device. The connection topology manager then builds a topology for the conference service based on the mixing capability, location, and minimum conference traffic delay, wherein the connection topology manager distributes a mixing computation in a substantially uniform manner across the plurality of telephony devices. When a change in the network condition is detected, the connection topology manager rebuilds the topology to bypass the change in the network condition.

Abstract: An embodiment of the invention directed to a method for resolving a problem detected in a data processing machine includes establishing a chat link between a machine user and a support service agent, for enabling a conversation therebetween. One or more initial messages sent from the user to the agent over the link is analyzed, to generate a goal associated with the detected problem. The goal is applied as an input to an AI planning component, which is operated in response to the goal to produce an initial set of actions for achieving the goal. Messages sent from the user to the agent subsequent to the initial messages are analyzed, and responsive to such analysis, the initial set of actions is selectively changed to an updated set of actions, for use in achieving the goal.

Abstract: Techniques for role-based service operation status reporting to clients are provided. In one aspect, a method for reporting a status of a service operation to a client is provided. The method includes the following steps. A sequence of business process steps involved in performing the service operation is identified. One or more abstractions of the business process steps are made, each abstraction containing a sequence of a fewer number of steps than the business process, wherein the number of steps in each of the abstractions correlates with a level of detail about the service operation. The status of the service operation is reported to the client based on a given one of the abstractions having the level of detail best suited to a role of the client.

Abstract: Embodiments of the invention are associated with crowdsourcing, wherein a computing environment comprising all of the tools and other resources required to perform a specified task can be made available to all prospective participants, as a virtual machine image. One embodiment of the invention is directed to a method associated with a particular task that is provided by a task requester, wherein the particular task is to be performed by means of a crowdsourcing process. The method comprises the steps of selecting a plurality of participants, wherein each participant of the plurality is qualified to perform the particular task, and specifying a computing environment that comprises a set of resources, wherein each resource is required to perform the particular task. A virtual machine image that contains each of the resources of the set is constructed, and is then made available for use by each selected participant of the plurality.

Abstract: A scheduling system and method for high-performance computing (HPC) applications includes a network management component stored in physical memory and executed by a processor. The management component is configured to transform HPC resources into a schedulable resource catalog by transforming multi-dimensional HPC resources into a one dimension versus time resource catalog with a dependent graph structure between resources such that HPC resources are enabled to be provisioned into a service environment with predictable provisioning using the resource catalog. A graphical user interface component is coupled to the network management component and configured to provide scheduling visibility to entities and to enable a plurality of different communication modes for scheduling and communication between entities.

Abstract: A system and method for scheduling resources includes a memory storage device having a resource data structure stored therein which is configured to store a collection of available resources, time slots for employing the resources, dependencies between the available resources and social map information. A processing system is configured to set up a communication channel between users, between a resource owner and a user or between resource owners to schedule users in the time slots for the available resources. The processing system employs social mapping information of the users or owners to assist in filtering the users and owners and initiating negotiations for the available resources.

Abstract: Techniques for providing a reservation system are provided. The techniques include displaying a scalable visualization object, wherein the scalable visualization object comprises an expanded view element of the reservation system depicting information in connection with a selected interval of time and a compressed view element of the reservation system depicting information in connection with one or more additional intervals of time, maintaining a visual context between the expanded view and the compressed view within the visualization object, and enabling a user to switch between the expanded view and the compressed view to facilitate use of the reservation system.

Abstract: A voice-over-internet protocol (VoIP) caller verification method includes generating a challenge to be sent to a VoIP caller which needs a response from the VoIP caller prior to accepting a VoIP call, wherein the challenge includes a test pattern crafted to create a greater load at a spammer VoIP caller as compared to a human VoIP caller. A response or lack thereof is determined from the VoIP caller, and the response is analyzed relative to an acceptable response to determine whether the VoIP caller is acceptable to communicate with.

Abstract: A plurality of equivalent representations of a process are identified. The process has a plurality of tasks. Each of the representations specifies a different order of the tasks. The plurality of equivalent representations are consolidated into a single representation. The single representation captures, in at least one flexible order grouping, at least two of the tasks that may be performed in more than one order. At least one constraint is specified for the at least one flexible order grouping. Techniques for merging two or more flexible representations are also provided.

Abstract: A method of dynamic pricing of a resource is presented. For example, the method includes determining a set of anticipated demands for one or more users to acquire the resource according to uncertainty of the one or more users in preferring one or more certain time periods of a plurality of time periods for acquiring the resource. Prices for the resource differ between at least two of the plurality of time periods. Each anticipated demand of the set is associated with a different one of the plurality of time periods. The method further includes setting prices for the resource during each of the plurality of time periods according to the determined set of anticipated demands. The determining of the set of anticipated demands and/or the setting of prices are implemented as instruction code executed on a processor device.

Abstract: A method for a contact center to provide information to one or more users in response to one or more inquiries from the one or more users is presented. For example, the method includes accessing, using at least one client adaptor, at least one agent group that includes at least one agent having knowledge regarding the one or more inquiries. The method further includes the at least one agent responding to the one or more inquiries using the at least one client adaptor. The at least one agent group has pre-existing communications infrastructure that is accessed by a computing platform of the contact center using the at least one client adaptor.

Abstract: A computer implemented method that analyzes and improves a dial plan. A dial plan design template system receives an existing dial plan. The dial plan design template system models the existing dial plan as a directed graph. The dial plan design template system analyzes the directed graph to determine compliance with a set of edge rules. The dial plan design template system analyzes the directed graph to determine compliance with a set of connectivity type rules.

Abstract: Methods, apparatus and computer program products implement a chat proxy component and a chat wrapper component. The chat proxy component controls interactions with a chat application by external users. The chat proxy component receives chat requests from external users and initiates a chat session only if a user is validated as a valid user. User validation may be performed by a chat payment application that validates a user only if payment is received for chat services, or by an external user validation system that validates users as, for example, employees authorized to use the chat application. Once a chat session is established, chat operations are managed on a session-specific basis. The chat wrapper component manages communication between the chat proxy component and the chat application. The chat wrapper component also permits the user-facing chat application to be situated on a remote computer.

Abstract: There are provided methods and systems for authenticating a user. A method includes receiving a voice signature certificate corresponding to a setup portion of a Voice over Internet Protocol (VoIP) call. The VoIP call further has a voice conversation portion. The voice signature certificate includes a voice signature segment. The method further includes reproducing the voice signature segment to enable verification of voice continuity from the setup portion to the voice conversation portion. The verification is performing by comparing the voice signature segment to a user's voice during the voice conversation portion.

Abstract: A system and method for designing a dial plan for Voice over Internet Protocol (VoIP) systems includes generating an abstract dial plan design which is platform independent, the dial plan including rules for routing communications in a VoIP network structure. The dial plan is validated through simulations prior to deployment to evaluate the dial plan performance under simulated conditions. The dial plan design is translated to provide compatibility with a deployed network using platform specific configuration adaptors.