Abstract: At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.

Abstract: A document is often the impetus for a customer to call a contact center. Customers may have access to a video camera which may be utilized to capture an image of the document without requiring the customer to take any action beyond positioning the document in view of the camera. The contact center then determines the video image comprises text, extracts the text, and matches the text to a document. An agent is then selected having an ability to process work items associated with the identified document. The call is then routed to the selected agent.

Abstract: Methods, systems and computer readable media for wireless device zoning using micro-location data are described.

Abstract: Mechanisms for providing text components of a text stream in a display area are disclosed. Text components of a text stream are provided for presentation in a display area of a display. An eye system of a user is concurrently analyzed while providing the text components for presentation in the display area. Based on analyzing the eye system, a stream control command that requests a change in a characteristic of the presentation of the text components is determined. In response to the stream control command, the presentation of the text components is altered in accordance with the stream control command.

Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.

Abstract: A semantic translation model system is described along with various methods and mechanisms for administering the same. The semantic translation model system proposed herein creates an intermediate representation and a knowledge base in multiple languages, reducing the amount of time and expensive resources typically required for translation and automatic response to written communications. The system also removes the problem of a translation being influenced by a person's writing style and human misinterpretation and provides ongoing translation to keep the system current.

Abstract: When a user is attempting to access a server application, a challenge is received, in a browser, for a one or more login credentials to access a server application (e.g., a web page). For example, a user is requested to provide a user name and password to login to the server application. In response to the user providing the credentials via the browser, the login credentials are sent. If the credentials are validated, an access token is received by the browser from the server application. In response to receiving the access token for the server application, the browser sends the access token and an address for the server application, via a local loopback address, to a local application. This allows the local application to send local information, such as local files, to the server application using the token.

Abstract: During a Session Initiation Protocol dialog setup, the user agent sends an INVITE message with an SDP offer to the conference controller, and the conference controller provides to a media gateway a unique session identifier, a unique conference identifier, and optionally at least one of feature information and/or policy information. If the conference controller restarts, the media gateway may provide the conference controller the unique session identifier, the unique conference identifier, and the optional feature and/or policy information. The conference controller may then generate an out-of-dialog SIP REFER message that includes the unique session identifier and the unique conference identifier and provide the message to the user agent.

Abstract: To secure an application, a request to establish a communication session with a client is received from the application, at a server. The server sends the request to establish the communication session to the client. The request to establish the communication session generates a request for a user to approve the application. If the request is approved, a client token is received. A certificate with a public key and a private key is created and the public key is sent to the application. An application token that is encrypted using the public key is received from the application. The application token is unencrypted using the private key and compared to the client token. In response to the unencrypted application token matching the client token, an approval message is sent to the client to establish the communication session. The application can then establish a secure communication session with the client.

Abstract: Methods and systems are provided that utilize compiler technology in identifying changed critical variables in work assignment code that cause synchronization issues between a master system and another server. The identified changed critical variables are shared by the master server in a high availability environment. In general, the sharing of changed critical variables includes sending, via a master system, changed code or critical variables to a receiving system. The receiving system can implement the changed code or critical variables to maintain synchronization with the master system.

Abstract: Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant and inquiring of the customer as to whether to proceed with the first contact or the second contact. In response to the inquiry, receiving a response from the customer. Furthermore continuing with one of the first contact or the second contact based on the response, each of the first contact and the second contact associated with a respective wait queue; and routing the one of the first contact or the second contact to a device associated with an agent of the contact center, when the one of the first contact or the second contact reaches a top of its associated wait queue.

Abstract: Methods, systems, and computer readable media for conference session management are described. A first request is received from a user device to join a conference session. The first request includes a credential and an indication that the user device is to join the conference session in a passive mode. The credential received from the user device is verified. Upon successful verification of the credential received from the user device, the user device is added to the conference session in the passive mode, wherein audio and video from the conference session are not transmitted to the user device. A user device state indicator associated with the user device is set to passive.

Abstract: A region specific proxy server receives a first request to establish a communication session from a communication device. The first request is based on an address of the region specific proxy server identified by a DNS server. The region specific proxy server generates and sends, to a media control service, a second request to identify a region specific media relay. The second request comprises the address of the region specific proxy server. The proxy server receives, from the media control service, an address of the region specific media relay that is selected based on the address of the region specific proxy server. The proxy server sends the address of the region specific media relay to the communication device. The communication device uses the address of the region specific media relay to establish a media communication session (e.g., a voice media communication session) using the region specific media relay.

Abstract: Systems and methods of the present disclosure are directed to efficiently editing data requests sent from devices, allowing for an improved database information delivery system. In some embodiments of the present disclosure, an administrator device limits an amount of data requested based on a number of factors prior to sending the request to a server. In some embodiments, a server, after receiving a request for refreshed data, reduces the amount of data requested based on a number of factors prior to retrieving the requested data from a source and delivering the requested data to an administrator device.

Abstract: In one embodiment, a system for providing WebRTC media services comprises a WebRTC-enabled media server including a scripting engine, a WebRTC functionality provider, and a control application programming interface (API). The WebRTC-enabled media server is configured to receive, from a WebRTC application server, a stream establishment application, and to establish, via the stream establishment application, a plurality of WebRTC interactive flows associated with a corresponding plurality of WebRTC clients. The WebRTC-enabled media server is also configured to apply a media service to one or more of the plurality of WebRTC interactive flows to generate one or more media server flows, and provide the media server flows to one or more of the plurality of WebRTC clients. The WebRTC-enabled media server may thus provide functionality via familiar WebRTC control interfaces.

Abstract: A concept of Session Description Protocol (SDP) templates and a concept of template modifiers for precise control of media types, codecs and attributes offered by a media server are described along with various methods and mechanisms for administering the same. Applications can solicit offers from media servers that precisely meet the requirements of each session, using one or more media control protocols. The media control protocols may enable applications to reserve media resources, invoke specific functions, respond to events during session initiation, and provide session modification.

Abstract: A system for providing Payment Card Industry (PCI) compliance for a contact center is disclosed. The system includes a monitoring module configured to monitor a communication session between an agent and a customer. At least one image associated with the agent's computer screen is captured during the communication session. An analysis module is configured to compare the at least one image with at least one predefined image. A control module is configured to control a recording of information associated with the communication session based on the comparison.

Abstract: Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.

Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Abstract: The present invention, in one embodiment, provides an architecture that allows a first agent to bind one or more customer-escalated work items of different media types already assigned to him with a consult interaction of an entirely different media type such that a target agent consulted has a contextual view of all the interactions owned by the first agent. Typically, the interaction grouping is post-assignment, and the context is provided to the target agent in the course of, and by means of, an agent consult.