Abstract: The present invention is directed to a network switch that determines when specific content is hot and directs flow to one or more cache servers. The architecture of the present invention includes a decryption processor for authenticating clients and decrypting and encrypting transaction requests before the transaction requests are routed by the switch.

Abstract: The best available expert is linked to a client in order to assist the client in understanding information obtained from computerized searches. The client and expert may be a part of the same or different networks. A resource matching program identifies and generates a concept from inquiries launched by the client. The concept is compared against an expert datasource which comprises data concerning the skills and knowledge of experts. This comparison, along with a set of availability rules, helps locate the best available expert. Once such an expert is located a link is established with the expert. The link may comprise a variety of communication methods including telephony, electronic mail, Internet, facsimile or wireless methods.

Abstract: The present invention is directed to providing compatibility between teletype telephone devices. In particular, embodiments of the present invention alter the described duration of tones used to encode individual characters generated in accordance with a first protocol so that the description complies with a second protocol. Other embodiments of the present invention, in response to receiving a description of tones expressed according to a first protocol, generate tones in accordance with a second protocol. Where a protocol used by a sending device is capable of transmitting text at higher rates than a protocol used by a receiving device, the descriptions of the tones may be buffered. Embodiments of the present invention may additionally provide feedback to the users of transmitting files when data is buffered, to indicate that the transmission is in progress.

Abstract: A method and apparatus are disclosed that provide a technique for managing held calls. In accordance with the illustrative embodiment of the present invention, a call-handling system receives a first indication of whether a messaging resource is available at or near a terminal for which the system is receiving incoming calls. Examples of messaging resources include instant messaging, email, short messaging service, and so forth. The system might also receive a second indication of whether a messaging resource is available at or near the originating terminal of an incoming call. If the first indication and second indication match, the system will prompt the caller of the originating terminal to use the available messaging resource. In some embodiments, the system will also assign the corresponding incoming call a lower priority relative to other calls because of the availability of the alternative form of communication to the caller.

Abstract: A voice activity detector (100) filters (204) out noise energy and then computes a high-frequency (2400 Hz to 4000 Hz) versus low-frequency (100 Hz to 2400 Hz) signal energy ratio (224), total voiceband (100 Hz to 4000 Hz) signal energy (214), and signal periodicity (208) on successive frames of signal samples. Signal periodicity is determined by estimating the pitch period (206) of the signal, determining a gain value of the signal over the pitch period as a function of the estimated pitch period, and estimating a periodicity of the signal over the pitch period as a function of the estimated pitch period and the gain value.

Abstract: The present invention provides an indication to the user of a voice communication system that an echo at the user's location has been detected by the system. In response to receiving this indication of echo, users may take any of several actions to reduce the echo, such as changing the position of the microphone or changing their own position with respect to the microphone. The need for potentially expensive echo-canceling hardware and software is reduced because the actions to eliminate the echo are performed by the user. The echo detector in the present invention may be implemented as part of a voice terminal, or as part of a communication switch or server that is used in conjunction with a voice terminal.

Abstract: A high speed wireless network for the access market where a scheduling algorithm adjusts the ratio of two contention modes used to allocate bandwidth from the Hub. The two contention modes, request and grant mode and contention mode, are utilized so that contention is greater when the system is lightly loaded and seamlessly decreases as the system becomes heavily loaded.

Abstract: The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized control applications. Instead, the contact center of the present invention provides centralized agent and channel information fields to permit coordination between independent channel and agent work station applications. The present invention allows channels to be added to a contact center without requiring extensive modifications to the various components of the contact center.

Abstract: A method and system for coordinating media and messaging operations in an information processing system includes the ability for streaming media and messages in an information processing system from a switching mechanism to a plurality of user nodes. The invention receives a plurality of unsynchronized media and messages from said plurality of user nodes in a synchronizer. Instructions of the present invention further control the streaming of media and messages from said switching mechanism to said plurality of user nodes using said synchronizer. Streaming media may include, for example, chat, audio and video elements, video conference transmissions, teleconference transmissions, and combinations of such media elements.

Abstract: A method and apparatus are disclosed that provide a technique for testing a data-processing system that enables communications between two or more telecommunications endpoints. An example of such a data-processing system is a Session-Initiation Protocol (SIP) proxy server. In particular, a test-execution system, in accordance with the illustrative embodiment of the present invention, transmits test-related signals to and receives test-related signals from one or more endpoints, such as SIP-enabled telephones. Some of the transmitted test-related signals direct an endpoint to transmit a message, such as a session-initiation request, to the data-processing system under test. Some of the received test-related signals comprise information from an endpoint, such as whether or not a message has been received from the data-processing system under test.

Abstract: According to an embodiment, both a first and second of audio information are buffered during transmission so that when a transition occurs between transmission types no information is lost.

Abstract: A method and apparatus for enabling a user of a telecommunications terminal to specify desired characteristics for the recipient of a call in lieu of a contact identifier are disclosed. The illustrative embodiment enables a user to specify one or more of the following criteria for a recipient: (i) a role requirement that specifies a role (e.g., a nurse, a doctor, etc.); (ii) a capability requirement that specifies one or more capabilities (e.g., able to speak Spanish, etc.); (iii) a location requirement (e.g., on the third floor of Building A, etc.); and (iv) a cardinality descriptor for the number of recipients (e.g., one recipient, at least three recipients, etc.). The illustrative embodiment also employs availability data (e.g., a schedule, etc.) and rules to determine whether a particular person is available to receive a call.

Abstract: A method and an apparatus are disclosed that improve how an incoming call is handled across multiple data-processing systems, without some of the disadvantages of the prior art. Specifically, in a telecommunications call when a called telephone number is not associated with a particular in-service terminal, an enhanced terminating system of the call refrains from transmitting ringback to the calling terminal until an appropriate event occurs, such as the receiving of an asynchronous response from the auxiliary data-processing system to which the call has been directed. Depending on the response received, the terminating system might refocus the call or provide other treatment to the call. In some embodiments of the present invention, the terminating system also transmits a feedback signal to the calling terminal to provide status to the calling party on the progress of the call attempt, wherein the feedback signal is different than the ringback signal.

Abstract: A method and apparatus for dynamically and automatically configuring an endpoint device to a computer network of a network system. When the endpoint device, such as a computer or router, initially connects to a computer network, it is dynamically assigned or allocated a first unique network (IP) address, as by a DHCP (Dynamic Host Configuration Protocol) server. The allocation of the first network address is monitored and, in response to the monitored allocation, a connection between a configuration manager and the endpoint device is established. The class of the endpoint device is then remotely identified and appropriate configuration information stored in a configuration database is retrieved and utilized to automatically configure the endpoint device within the network system.

Abstract: The automatic completion of composite characters is supported by the generation of lists of candidate words or characters. Such lists may be generated by specifying letters or word shapes that are required to be included in candidate words or characters, independent of the order in which a specified letter or word shape is traditionally added to the completed word or character. In a subtractive mode, a user may exclude words or characters that include one or more letters or word shapes specified by the user.

Abstract: Speech recognition assisted autocompletion of textual composite words or characters (i.e. words or characters containing a number of components) is provided. In response to user input specifying a component of a word or character, a list of candidate words or characters is generated. The desired word or character can be selected, or the list of candidate words or characters can be narrowed, in response to the user speaking the desired word or character. As a result, entry of words or characters formed from a number of letters, strokes, or word shapes is facilitated by user input comprising a combination of a specification of a component of the desired word or character and speech corresponding to a pronunciation of the desired word or character.

Abstract: The present invention is directed to load balancing call signaling channels at the times that they are established, the use of variable frequency keep alive mechanisms depending on the state of the call signaling channel, and the establishment of a call signaling channel when resources are available or otherwise based on need.

Abstract: An application module interface is disclosed that allows one or more modules to access voice or data channels in a private branch exchange environment that contains one or mole B channels (bearer channels) for transmitting voice or data signals, and one or more D channels (signaling channel) for transmitting data. The application module interface provides a control channel that allows a module to obtain and vary the status and configuration of a telephone terminal. The application module interface provides access to both directions of two B channels (B1 and B2) and one D channel. The application module interface is the only interface required to connect the two B channels (B1 and B2) and one D channel to or from the telephone terminal and the add-on module. A frame format includes a start bit (logic “1”), a number of data bits allocated to the D channels (D, D?) and B channels (B1, B1?, B2, B2?), and eight stop bits (logic “0”).

Abstract: A mute feature selection reminder for use in connection with a communication device is provided. The mute feature selection reminder is activated in response to the detection of a voice signal local to the communication device while the mute feature of a communication device is activated. The mute feature selection reminder may comprise an output in the form of a visual indicator and/or an audible indicator.

Abstract: The present invention is related to a contact center that includes: (a) a plurality of agent and work item queues 212 and 208; (b) a workflow server 312 for distributing work items to available agents; and (c) an event processor 308 operable, for a selected a base time interval for accumulating a cumulative datum and a width of a rolling window, the width of the rolling window being at least one of (i) equal and (ii) greater than the base interval and being an integer multiple of the base interval: (i) when the rolling window partly spans a prior base interval, to determine a rolling average for the cumulative datum over the width of the rolling window; and (ii) when the rolling window partly spans a prior base interval, to estimate a value for the cumulative datum in the partly spanned prior base interval.