Abstract: A dialer for managing outgoing contacts is provided that includes a contact filtration agent 144 operable to retrieve presence information associated with a party to be contacted and determine, based on the presence information, whether or not to contact the party and, if so, when and where to contact the party.

Abstract: The present invention is directed to a system, comprising: (i) first and second computational components 102a and b having, respectively, first and second unique identifiers; (ii) a license file 112 comprising third and fourth identifiers 212a and b respectively associated with the first and second computational components; (iii) a license manager 113 operable to (a) obtain, from the first and second computational components, the first and second unique identifiers, (b) access the license file to obtain the third and fourth identifiers, (c) compare each of the first and second unique identifiers with one or both of the third and fourth identifiers; and (iv) a mode setting agent 124 operable to permit the one or both of the first and second computational components to perform an operation, when both the first and second identifiers match one of the third and fourth identifiers, and not permit the first and second computational components to perform the operation, when only one of the first and second identifie

Abstract: Techniques for providing secure communications between two or more end units of a call processing system via a call complex or other communication system switch. The end units each generate a set of session key lists including a stack-based session key list for each of the terminals coupled thereto. The multiple sets of session key lists are communicated from the end units to the call complex in a secure manner as part of corresponding authentication protocols carried out between the end units and the call complex. In establishing secure communications between an originating end unit and one or more additional end units, the call complex selects, as an end unit to end unit session key, a session key from a session key list in a given one of the sets of session key lists associated with the originating end unit. The selected end unit to end unit session key is used to provide secure communications between the originating end unit and at least one other end unit via the call complex.

Abstract: A system for providing a user with authorization to perform one or more functions using or otherwise involving a computational component is provided. The system includes an authentication file system 100 operable to (a) receive a request from a user for a second set of authentication information permitting a second set of operations to be performed on a computational component, wherein the computational component is operable to be installed by the user on the computational system, wherein the computational component contains a first set of authentication information permitting a first set of operations to be performed on the computational component; and wherein the first and second sets of operations are different; (b) generate an authentication file containing the second set of authentication information; and (c) transmit the authentication file to the computational system.

Abstract: A method and an apparatus are disclosed that enable an enhanced, interactive voice response (IVR) system to securely authenticate a user at a telecommunications terminal, without some of the disadvantages in the prior art. In particular, after the user at the telecommunications terminal requests access to a resource, the controlling IVR system of the illustrative embodiment issues a random challenge sequence to the user, along with interspersed “camouflage elements” and one or more directions as to how to respond. The user is then free to speak a returned sequence that answers the combined challenge sequence and interspersed camouflage elements; as a result, an eavesdropper overhearing the user hears what sounds like a random number or string. In short, the technique of the illustrative embodiment uses a challenge-response exchange of a substitution cipher interspersed with camouflage elements.

Abstract: Incoming communications received by call centers and the like are routed to one or more alternative call centers based on a comparison of Match Rates and Expected Wait Times. Such routing helps improve the overall load balancing of a call center or network of call centers while increasing the effectiveness and controlling the costs of handling incoming communications.

Abstract: Methods of providing trip status information periodically to a user in transit to a destination are disclosed. Trip status information comprises information and alerts based on estimates of various time-of-arrival metrics, such as expected time-of-arrival and earliest time-of-arrival. The estimates are based on a plurality of data, including calendrical time (the time and date), historical statistics, average speed, current weather, weather forecasts, current traffic, and traffic forecasts.

Abstract: An apparatus and method are disclosed that enables detecting the spoofing of a telephone number. To validate the identity of a calling terminal, some techniques in the prior art rely on exchanging data that only the legitimate calling system and the called system know about. In contrast, the illustrative embodiment of the present invention validates the identity of the calling terminal by assessing characteristics other than the calling terminal's telephone number, such as the telephone type and the signaling protocol. By using characteristics other than telephone number to validate the identity, the data-processing system of the illustrative embodiment makes it more difficult to spoof a legitimate telephone's number.

Abstract: In one embodiment, a data processing system includes: (a) a first database 304 maintained by a first party; (b) a second database 324, 328 maintained by a second party different from the first party; (c) a work queue 316 operable to specify data to be added to the second database; (d) an extract, transform and load module 308 operable to write data from the first database to the work queue; and (e) a data import module operable 320 to import data from the work queue to the second database. In the system, the first party is not privileged to write the data directly to the second database.

Abstract: The present invention provides for the dynamic allocation of processing tasks using variable performance hardware. In addition, the present invention allows tasks to be assigned to computer resources according to the ability of a computer resource to perform the task. In particular, in accordance with an embodiment of the present invention, a computer resource may reject a task of a type that is incompatible with the computer resource or that cannot be performed by the resource in a timely manner. The task may then be assigned to another computer resource. In accordance with a further embodiment of the present invention, a table containing information concerning the available capabilities of computer resources associated with a system is maintained. This table may be updated dynamically, as computer resource capabilities change. Tasks may then be assigned with reference to the table to ensure that only computer resources capable of performing a task in a timely manner are assigned that task.

Abstract: A method and apparatus are disclosed that enable a user who forgets one of his two passwords to securely recover the forgotten password. After a user logs in using one of his two passwords, the illustrative embodiment reveals the other password to the user. The passwords are stored in a persistent table in both hashed and encrypted forms, but not in their original forms. The illustrative embodiment is advantageous over the prior art, where forgotten passwords are reset to a default value, in two ways. First, it avoids the inconvenience of a user having to log in using the default password, think up a new string that would make a good password, and change the password from the default to the new string. Second, it avoids the use of default-value passwords that might compromise security.

Abstract: A facility for adjusting a number of servers assigned to server pools for performing certain work types on the basis of unmet service needs in a work processing facility. Servers may include service agents, both human and robotic. A server assignor and corresponding server assignment method may each be employed in a work distributor or an automatic call distributor (“ACD”) to conditionally adjust server availability in server pools. The server assignor compares a composite preference value for a work type against each server's threshold value for the work type. When the server assignor determines that the composite preference value is greater than or equal to a server's threshold value, then the server assignor indicates that the server may be included in the server pool for that work type. Each server has preference values and threshold values for different kinds of work. The magnitude of a preference value represents an affinity for the work type.

Abstract: A system for determining a topology associated with a network such as an enterprise network. The system includes a data collection agent 204 configured to (a) identify a first set of routers from among a larger, second set of routers in an enterprise network, (b) contact each of the routers in the first set of routers but not each of the other routers in the second set of routers, and (c) load network information maintained by at least some of the contacted routers in the first set of routers. The loaded network information can then be used to form a network or routing topology of the enterprise network.

Abstract: A method and an apparatus are disclosed that provide a privilege-granting technique for enabling a service-providing domain to grant a privilege to a requesting user in a service-requesting domain. A request handler in the service-providing domain, which comprises one or more service-associated resources, receives a user request to use a service and requests a token from a privilege-granting server, in accordance with the illustrative embodiment of the present invention. Upon receiving the token that specifies a granted privilege from the privilege-granting server, the request handler extends the privilege to the requesting user. Alternatively, the request handler can request a plurality of tokens in advance from the privilege-granting server; after receiving the tokens, the request handler extends a privilege to each requesting user as the handler receives requests to use one or more services.

Abstract: A method and an apparatus are disclosed that mitigate congestion in a backbone network that is associated with a wireless network. The illustrative embodiment of the present invention mitigates the congestion by reducing the occurrences of a bridge data-processing system flooding out pre-authentication-related packets, as well as some other types of packets, on multiple ports of the bridge. In particular, each access point initially advertises its wireless network MAC address to the backbone network, in accordance with the illustrative embodiment, in addition to advertising its backbone network MAC address. Doing so enables each bridge in the backbone network to learn and recognize the wireless network MAC address, which results in the bridge directing the pre-authentication packet to a specific port that corresponds to the target access point.

Abstract: In one embodiment, a contact center is provided that includes: (a) a work item queue 208, 250 comprising an intra-enterprise contact associated with at least first and second internal endpoints of an enterprise; and (b) a selector operable to select and assign a work item to an agent. In selecting the work item, the selector considers both a customer contact and the intra-enterprise contact. The intra-enterprise contact, for example, can be a training notification.

Abstract: Synchronization of related packet data network streams is provided. Synchronization is achieved by inserting synchronization packets into data streams that are to be aligned with one another after transmission of those data streams across a network. More particularly, corresponding synchronization packets are inserted into the corresponding data streams at the same time, to serve as markers for performing synchronization of the data at the receiving end. The corresponding data streams may comprise an audio data stream and a corresponding video data stream.

Abstract: A facility for adjusting a number of servers assigned to server pools for performing certain work types on the basis of unmet service needs in a work processing facility. Servers may include service agents, both human and robotic. A server assignor and a corresponding server assignment method may each be employed in a work distributor or an automatic call distributor (“ACD”) to conditionally adjust server availability in server pools. The server assignor compares a composite preference value for a work type against each server's threshold value for the work type. When the server assignor determines that the composite preference value is greater than or equal to a server's threshold value, then the server assignor indicates that the server may be included in the server pool for that work type. Each server has preference values and threshold values for different kinds of work. The magnitude of a preference value represents an affinity for the work type.

Abstract: A method and apparatus are provided for analyzing a user's communication activity to determine presence patterns at one or more communication devices. A user's presence at one or more communication devices is monitored over time to detect at least one pattern of behavior indicating that a user is likely to be present at a given communication device during a particular time interval. Once a presence pattern is detected, a call that is destined for the user during the associated time interval can be automatically routed to the user at the given communication device. As a transition between each presence pattern is reached, i.e., when the user changes locations or devices, the probability of the user being present on one device decreases while the probability of the user being present on another device increases.

Abstract: A method and an apparatus are disclosed for improving the flow of data traffic between clients and servers by determining, in an enhanced hybrid peer-to-peer network, when a client telecommunications terminal should share its data with one or more peers, instead of transmitting that data to the servers. A “super-peer” client terminal in the hybrid peer-to-peer network is responsible for determining when to share data with peers and when to transmit data to the servers. The telecommunications terminal (i) shares data with other terminals when a particular user's presence has changed and (ii) transmits data to the enterprise servers when the overall group's presence that corresponds to the terminal's peer group has changed. The system of the illustrative embodiment aggregates presence and routes communications via peer-to-peer networking, instead of via client-to server-to peer networking, thereby reducing the load on the enterprise servers and lessening the occurrences of single points-of-failure.