Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

Abstract: Statistics of a media stream of a communication session are received from one or more communication devices involved in the communication session. The statistics are from various communication devices that are involved in the media stream of the communication session. A determination is made to see if at least one of the statistics from one of the communication devices meets a threshold. In response to the at least one of the statistics meeting the threshold, a message is sent to dynamically change a configuration the media stream of the communication session while the communication session is still active. For example, the message may be to switch to a different media server in order to improve the quality of the media stream.

Abstract: A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.

Abstract: Methods, systems and computer readable media for domain identifier (ID) based access policy control are described.

Abstract: First communication information is received from a first communication session in a first communication medium. The first information has an associated first topic identifier. The first communication information may be a media stream, such as a voice media stream. Second communication information is received from a second communication session in a second communication medium associated with the first topic identifier. The first and second communication mediums are different communication mediums. The second communication session occurs after the first communication session has ended. For example, the second communication medium may be an email that occurs after a voice call has completed. The first information and the second information are stored in a first topic record based on the first topic identifier. A user can then access the topic record to view the first and second communication information for the topic.

Abstract: Methods, systems and computer readable media for managing access of visitors to a facility as described herein can provide a seamless process by which a visitor of an organization may be granted access not only to the physical facility but also automatically granted network access (e.g., granted access to an enterprise network) with limited or no external human touch points and without compromising security.

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

Abstract: A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.

Abstract: Implementations generally relate to data transmission in networks. In some implementations, a method includes determining communication paths in a network, where the communication paths connect a plurality of network nodes, and where the network nodes include one or more edge devices and one or more core devices. The method further includes determining if a forwarding information base (FIB) is permitted at at least one network node. The method further includes filtering one or more packets at the at least one network node if the FIB is not permitted. The method further includes enabling traffic flow of one or more packets at the at least one network node if the FIB is permitted.

Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

Abstract: Embodiments disclosed herein provide systems and methods for pairwise audio capture device selection. In a particular embodiment, a method provides capturing audio information via a plurality of audio capture device pairs, wherein each audio capture device pair comprises a first audio capture device and a second audio capture device. Based on the audio information, the method provides determining a difference in audio energy between audio captured by the first and second audio capture devices for each of the plurality of audio capture device pairs. The method further provides selecting an audio capture device pair of the plurality of audio capture device pairs based on the audio capture device pair having the largest difference in audio energy.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for probing alarm functionality at a premises. In a particular embodiment, a method provides, in response to activation of an audible alarm, obtaining audio information captured by a first communication device of a plurality of communication devices positioned throughout the premises. The method further provides determining whether the audio information indicates that the alarm is functioning properly and determining a first position of the premises where the first communication device is located. When the audio information indicates that the alarm is not functioning properly, the method provides indicating that the alarm is not functioning properly at the first position.

Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.

Abstract: In order to deal with multiple communication endpoints that use a single address of record (e.g., a telephone number), a list of friendly names is determined for the multiple communication endpoints. The friendly names identify individual communication endpoints. For example, a friendly name may be “Joe's Desktop.” When a Computer Telephone Integration (CTI) application is associated with a communication session, the list of friendly names is presented to a user. The user selects one of the friendly names. This results in a message being sent that indicates a communication endpoint associated with the selected friendly name. The message with the friendly name causes a new communication session to be automatically initiated from a communication endpoint associated with the selected friendly name or an answer of a forked communication session with the communication endpoint associated with the selected friendly name.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for enhancing presenter and participant interaction in a presentation. A system configured to practice the method can receive, from a viewer of an electronic presentation, a submission of a question and a selection of a communication mode for the question. The system can identify a portion of the presentation to which the question is directed, and update the portion of the electronic presentation to incorporate the question based on the communication mode. The electronic presentation can be a slide show, such as a PowerPoint™ presentation. The system can optionally notify a presenter in the electronic presentation that the portion has been updated.

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking The method also provides determining per-turn statistics for turns of the first and second pluralities of turns and identifying phases of the conversation based on the per-turn statistics.

Abstract: A customer service robot may be selected, or configured, to address a particular work item. Robots may comprise different functionality due to absent software or hardware or due to existent but worn or non-compliant components. A particular work item may have several means of resolution. A particular resolution path is selected in accord with the ability of a robot. Should no path exist, the robot may be transformed by the addition or installation of hardware and/or software to provide the absent functionality. Resolution paths may also be weighted based on the level of success provided by prior resolution paths and/or the requirement for human involvement. Accordingly, a resolution path may be provided that balances robot capability with the likelihood of success and an appropriate level of human involvement.

Abstract: Embodiments disclosed herein provide systems and methods for acoustically transferring information between systems. In a particular embodiment, a method provides identifying information for acoustic transfer and determining an amount of time corresponding to the information. The method further provides acoustically transmitting a signal at a first time and, upon the amount of time elapsing since the first time, acoustically transmitting the signal at a second time.

Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.