Abstract: Complex systems, such as those comprising processing, data storage, and communication resources for processing a plurality of communication and data processing events and types of events, are often caught unaware of outside events or how to respond to such outside events. Providing a system that self-configures in response to external events enables such systems to be proactive in their operations to address increased activity and/or types of activity in response to an external event. The system then self-evaluates, which may identify overages or shortfalls, such that the system self-learns and response more appropriately over time.

Abstract: Embodiments of the disclosure are directed to a call reconstruction server. This server can act as a signaling anchor for various SIP UAs involved in the session and can be included in the signaling path between UAs. More specifically, the reconstruction server can insert an identifier such as a Uniform Resource Identifier (URI) into the headers of SIP signaling messages exchanged between UAs during initiation of a session such as a call or conference. These identifiers can be used to insert the reconstruction servers into the path of the session in a way that “bookends” the other servers and/or processes in the session between the UAs. When one of these servers and/or processes restarts, the reconstruction servers can initiate a reconstruction process that rebuilds the session without relying on specially adapted UAs.

Abstract: Contact centers strive to match the best resource, commonly an agent, with a customer for an interaction, such as telephone call, text exchange, or email exchange. Often the initial best match is not the best match upon a different agent being identified and/or new information being gathered. Therefore, it is often beneficial to take a call routed to an agent, who may or may not have answered the call, and reroute it to a different agent. If the agent has already answered the call, the benefits need to at least exceed the costs associated with the transfer. To avoid creating an unstable or unending re-assessment, if the cost-benefit for a particular routing (or rerouting) calls between agents has reached a Nash Equilibrium, the system is stable and, absent new information, re-evaluation unnecessary.

Abstract: Examples disclosed herein provide methods and systems for selecting Internet Protocol addresses for Session Initiation Protocol (SIP) communications. In at least one implementation, a method of operating a communication network utilizing a session initiation protocol (SIP) is provided. The method performed within a second communication device includes receiving a SIP invite from a first communication device, and determining a source IP address for the second communication device, using an IP address for a third communication device as a destination address within a source address selection algorithm (SASA) function. The method further includes adding a Via header within the SIP invite to include the SASA determined source IP address for the second communication device, adding a Record-Route header within the SIP invite to include the SASA determined source IP address for the second communication device, and transferring the modified SIP invite to the third communication device.

Abstract: An event selection system for computing user migration pattern across social network pages is provided. The event selection system includes a monitor module to monitor predetermined activities of social media users on preconfigured resources. The event selection system further includes a profile module to build a social media user profile based on the monitored activities of the social media users. The event selection system further includes a computing module to compute user migration patterns based on the social media user profiles. The event selection system further includes a display module to display the user migration patterns on a system user terminal. The event selection system further includes a reporting module configured to produce a report based on the monitored social media user activities.

Abstract: The embodiments herein are directed to collecting information from multiple sources about platform capabilities and evaluating the platform capabilities of at least a requesting computer system and a server. A portal can automatically and dynamically select a proper client/application to handle communication based on availability, connectivity and more characteristics and provide a communication recommendation when requesting a function. Logic in the portal allows the portal to determine how best to set up execution of the function. The portal logic can essentially evaluate all of the options available and then choose the best option.

Abstract: Managing contact transfer requests in a contact center with a processor of the contact center receiving a request to transfer a contact to a destination within the contact center. Next, the processor determines in real time, one or more first characteristics related to a source of the request and one or more second characteristics related to the destination of the request. Ultimately, based on the one or more first characteristics and the one or more second characteristics, the processor performs one of: a) transferring the contact to the destination, or b) preventing transfer of the contact to the destination.

Abstract: A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment.

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

Abstract: When a communication session is established, display information is sent to a first window of a communication application. The first window of the communication application displays current status information for the live communication session. For example, the first window may include a mute status (e.g., that the call is currently muted by the user) and call time. When the display of the communication application is switched to a second window that covers the first window, display information for a call dart is sent that displays current status information for the first live communication session over a portion of the second window. For example, the call dart may be a small thumbnail or banner that allows the user to view the current status of the live communication session, such as the mute status of the live communication session and the current duration of the live communication session.

Abstract: One aspect of the present invention relates to a computer-implemented process, that includes receiving an incoming contact at a contact center for an interaction between the contact center and a user; monitoring inbound communication and outbound communication between the user and an agent of the contact center; detecting that one of the agent or the user ends the contact; and based on the monitored inbound communication and outbound communication, automatically determining, by the computer, whether the interaction is complete.

Abstract: Generating PKI credentials for authenticating a networking appliance attempting to attach to a network includes: receiving a certificate signing request (CSR) from the networking appliance, wherein the CSR comprises credential data associated with an identity of the networking appliance; generating an appliance certificate based on the credential data and a certificate authority (CA) certificate associated with the computer; and returning the appliance certificate to the networking appliance.

Abstract: A number of phantom communication sessions and a number of contact center agents are assigned to a high priority contact center queue. The number of phantom communication sessions are greater than or equal to the number of assigned contact center agents. The high priority contact center queue is used for coordinating communication session routing with an external control application. A first contact center agent of the number of contact center agents is determined to be available. The first contact center agent is assigned to a first phantom communication session in response to determining that the first contact center agent is available. This results in a notification being sent to the external control application that the first contact center agent is available. This allows the external control application to coordinate routing of the communication session.

Abstract: The technology disclosed herein enables retention of a speaker on a mounting surface using a clip and a flange. In a particular embodiment, an apparatus includes a speaker comprising a substantially elliptic speaker frame. The apparatus further includes a mounting surface comprising a substantially cylindrical flange into which the speaker frame is positioned. Also, the apparatus includes a substantially elliptic clip positioned in the flange between the speaker frame and a retaining rim of the flange.

Abstract: Implementations generally relate methods, systems, and computer readable media for discovery of an open network adapter. In some implementations, a method includes receiving, by a software-defined network (SDN) controller, a notification of an open networking adapter (ONA) establishing a connection with a switch, the ONA having an address associated therewith. The method further includes identifying the switch based on a lookup of the address of the ONA in forwarding tables of a neighboring switch of the SDN controller. The method further includes applying a service profile configuration to a port of the switch where the ONA is connected.

Abstract: Methods, systems and computer readable media for delivery of event updates are described. Registration information of an event participant for an event is received, the registration information including participant identity information, the event being associated with a physical event location. Subsequently, during the event, a participant device location from a participant device of the event participant is received and compared with the physical event location. Based on the comparison of the participant device location and the physical event location, an event update associated with the event is transmitted to the participant device.

Abstract: A method is employed in association with a communication session over a peer-to-peer network between a first node associated with a first session participant and a second node associated with a second session participant. In the method, identification information identifying the second session participant is received. Profile information descriptive of the second session participant is gathered using the identification information. The communication session is conducted using the profile information descriptive of the second session participant.

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 or relate to an unknown topic and inquiring of the customer as to whether to proceed with either one or both of the first contact or the second contact. Furthermore, continuing with at least one of the first contact or the second contact is performed based on the response, each of the first contact and the second contact associated with a respective wait queue. Then one or both of the contacts can be assigned to an agent.

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 video stream of image or a first video stream generated by a first application is captured by a second application. The first and the second application run on the same device. The first video stream or a video stream generated from the image of the first application is sent from a first communication device by the second application to a second communication device. A second video stream that is generated by the second application is sent to the second communication device too. The first video stream and the second video stream are transmitted to the second communication device and there displayed.