Abstract: The technology disclosed herein enables user guidance from gaze information obtained while viewing a webpage. In a particular embodiment, a method includes, during a communication session between a first endpoint operated by a first user and a second endpoint operated by a second user, receiving gaze information indicating a location where the second user is looking relative to a webpage being presented to the second user at the second endpoint. The method further includes determining that the second user has been looking at the location for longer than a threshold amount of time. In response to determining that the second user has been looking at the location for longer than the threshold amount of time, the method includes notifying the first user about the location. Notifying the first user includes a suggestion of a resolution from a previous communication session that achieved positive results.

Abstract: Customer interactions with a remote contact center can be disjointed and confusing, especially when a customer is transferred from agent to agent. By maintaining a persona of the agent first encountered by a customer while the interaction transitions to other agents (artificial and/or live), the customer interaction may progress more naturally and without the customer being distracted by the transfer to a new agent. By configuring artificial agents with the first persona or deploying a server to perform persona-alterations of a live agent, the customer may never be aware that they have been transferred away from the first agent they encounter and the customer interaction proceeds efficiently and effectively.

Abstract: Systems and methods for automatically configuring a firewall are described. Systems and methods include receiving one or more flows, automatically detecting elements of a computing environment, automatically generating a firewall configuration based on the detected elements of the computing environment and the received one or more flows, and automatically configuring a firewall within the computing environment with the firewall configuration.

Abstract: A method includes storing user information including tying information and a password, wherein the tying information includes a communication address and a device identifier that ties the communication address to a communication device. The method also includes receiving the communication address and password encrypted using a digital certificate associated with the communication device with the digital certificate including the tying information. The method further includes determining that the tying information of the digital certificate matches the stored tying information and determining the encrypted password matches the stored password. The method further includes authenticating the user information for the communication device.

Abstract: A method for notifying a sender of an email communication having a link provided therein, to include permission for accessing the link includes receiving an indication of a completion of a formation of an email communication. The method also includes identifying at least one link provided within the email communication. The method further includes sending a notification to the sender that the at least one link is provided within the email communication.

Abstract: In a traditional classroom setting a teacher is present to monitor the student and their behavior. With virtual classrooms becoming more common, and parents often required to be physically present at their jobs or other engagements, students are often home alone. A teacher conducting a virtual class may not notice when a student closes their eyes, leaves, or performs other undesired actions. By providing the students with a full two-way communication with their teacher, the student is presented with a lesson and classroom activities. By providing a parent or other authorized person with a feed signal that excludes children that are not their own, the parent may remotely monitor the student, such as to ensure the student is attentive to their teacher or otherwise not engaged in any undesired activities.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

Abstract: A method for auto focus on a speaker during a communication session includes receiving video captured of a scene that includes a plurality of images of participants to the communication session, identifying the plurality of images of the participants in the video captured of the scene, recognizing audio from at least one of the participants, detecting facial movement in one of the images of the plurality of images and equating the recognized audio to the detected movement in the one of the images of the plurality of images. The method also includes selecting the one of the images of the plurality of images as a speaker based on the equated recognized audio to the detected movement in the one of the images, zooming in on the speaker and filtering out a remainder of the images of the plurality of images.

Abstract: Calls that can be secure (e.g., are conducted with end-to-end encryption) may originate with some or all of the call being unsecured. Then, upon a triggering event such as a user deciding that sensitive information will be discussed or a “sniffer” determining that the call is being monitored by a spoofed endpoint, triggers a transition of the call from an unsecure connection to a secure connection without terminating and reestablishing the call. Accordingly, an unsecure call, such as one utilizing Transmission Control Protocol (TCP) signaling and Real-Time Transport Protocol (RTP) and transitioned to Transport Layer Security (TLS) and Secure RTP (SRTP) to allow a previously unsecured call to become secured with end-to-end encryption.

Abstract: A method for processing multimedia content for authentication and authenticating the multimedia content includes registering a scheduled event, creating a mapping between the scheduled event and a registrant of the scheduled event and in response to creating the mapping between the scheduled event and the registrant, issuing a request to add a block in a blockchain for the mapping. The method also includes in response to the request, receiving, a block identifier, generating a start code for one or more modulation schemes based on the block identifier, receiving multimedia content generated based on the scheduled event and modifying the multimedia content based on the one or more modulation schemes for distribution of the multimedia content.

Abstract: A method for participating in a virtually-attended meeting including: determining that a user is virtually attending a meeting; monitoring the virtually-attended meeting for a triggering event; detecting an occurrence of the triggering event; determining whether to send a high-level notification to the user; capturing a portion of the virtually-attended meeting; and sending the high-level notification. Also disclosed is a method where the high-level notification is sent to a second user along with a message from the first user about how to respond to the notification. Also disclosed is a corresponding system.

Abstract: Communication endpoints, including but not limited to, mobile communication devices may lose connectivity with the network mid-call. If the call does not resume relatively quickly, the system resources utilized for the call will be released and become available for other calls. However, at a later time, the inadvertently disconnected endpoint may reestablish network connectivity. By providing a system that receives a signal, such as the result of an API or polling, the reconnected endpoint is detected and the call may automatically be reestablished between the communication endpoints after the call's resources have been repurposed.

Abstract: Real-time modification of audio of humans allows for the audio to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they provide vocalization attribute in their speech that are appropriate, such as to provide a particular emotional state. By determining an appropriate vocalization attribute, and any deviation from a customer service agent's current vocalization attribute, a modification to the audio of the customer service agent's speech may be determined and applied. As a result, agents may not have a vocalization attribute that is best suited to successfully resolve a purpose of the interaction, altered to have the customer be presented with the customer service agent's speech having the best-suited vocalization attribute.

Abstract: Systems and methods of automatically generating out-of-office statuses, automatic responses to emails, and voicemail messages for users. Disclosed systems and methods include detecting a first user is out-of-office, determining a second user associated with the first user, generating a request for out-of-office approval, sending the request for out-of-office approval to the second user, receiving an approval from the second user, and generating an out-of-office message for the first user.

Abstract: Systems and methods are provided that capture a user's physically observable state, such as body position. A processor analyzes the image to determine if the user's state is unhealthy and, if so whether or not the user is in the unhealthy state for longer than a threshold period of time. If the user is in an unhealthy state, the processor signals an alerting component to energize a circuit. Accordingly, the user may be prompted to alter their physical state to a less unhealthy more healthful state.

Abstract: Customers often call a contact center to resolve an issue only to find the contact center cannot resolve the customer's issue and instead requires a third party to perform some action. By monitoring a customer's communication with an agent, an automated process may generate a workflow to address the issue comprising at least one action to be performed by a third party. The third party is then contacted, in real-time or offline, and provided with their actions to be performed. Records are written to a blockchain describing authentications, actions to take and by whom, and the completion of such actions. The resulting success, or lack thereof, is provided as feedback to further refine the accuracy of the automatic determinations of the workflow and/or the identity of the particular third parties.

Abstract: When less than all participants of a remote conference consent to being recording, meeting minutes may need to be manually recorded as text for those non-consenting participants to ensure a complete record of the meeting. By signaling a minutes taker via their input device that a current speaker is a non-consenting speaker, the input device may enable or emphasize a textual input component and/or indicia of the current speaker. As a result, a conference server may receive textual content in place of speech for non-consenting participants and record the conference that is complete but omits speech provided by non-consenting participants.

Abstract: The technology disclosed herein enables automatic obscuration of a portion of a view shared during a screen sharing session. In a particular embodiment, a method includes receiving a view displayed by a first user system to a first user. The method further includes identifying a portion of the view not to be shared and obscuring the portion of the view to generate a shared view. Also, the method includes transmitting the shared view to a second user system over a real-time screen sharing session, wherein the second user system displays the shared view to a second user.

Abstract: Participant attendance is readily determined for remote conferences over a network via use of associated participant devices. Going beyond mere attendance, engagement of a participant is determined by observing their actions (e.g., gestures, head movement, eye position) and interactions (e.g., talking, text chat, etc.) within the conference. Such engagement is scored and the value of the score is then used to trigger engagement responses, such as reporting the score to a repository or stakeholder, or initiating a remediation action, such as addressing a network fault.

Abstract: Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.