Abstract: A communication system adapted to allow participants, during a collaboration event or session, to ask questions while also serving up or providing relevant context to the presenter. This can be done by the participant clicking anywhere on the screen of their display on their client device during an online presentation and then presenting their question (e.g., typing or otherwise entering their input) about that particular portion of the presentation. When a user clicks on their screen during the presentation, a new dialog will open with a screenshot of the point of the presentation that occurred as well as a dialog box to type in a question. When the participant submits their question, a question report can be created and sent to the server. This report may include a user identifier (ID), a timestamp of when the screenshot was taken, the coordinates of the click/selection location, and the question itself.

Abstract: Electronic communication methods and systems for determining biometric events and annotating recorded information with indicia of the biometric events are disclosed. Exemplary methods and systems can further determine contexts within the recorded information and further annotate the recorded information with indicia of the context.

Abstract: Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.

Abstract: A communication system with enhanced collaboration functionality. During operations of the new communication system, users (e.g., online meeting, conference, call, or presentation attendees or participants operating a client device in communication via a communications network) join a collaboration session via their preferred collaboration application. One of the attendees wants to get their document or other content seen, so they share their screen and start to present their content. With the new communication system, an attendee chooses to initiate a collaboration option (e.g., clicking a button in a user interface such as “Create a conference call” button), while identifying or highlighting a subset or portion of the presented content as relevant to the new collaboration event. Attendees are added to an ad hoc conference meeting (or other new or spawned collaboration event), and the content that is originally asserted as the topic of conversation is displayed in the conferencing apparatus.

Abstract: A cloud-based communication system for monitoring a collaboration session. Based on the monitoring, the system identifies a collaboration event that indicates desirability of a break or that a digression from a session topic has or is occurring. When a collaboration event is identified, a prompt is communicated to the facilitator of the collaboration session. The collaboration event may be defined in a variety of ways such as participant fatigue, participant distraction, or the like. The system provides the facilitator with actions to be initiated by the system (automatically or in response to facilitator/user input) to respond to an identified communication event. The actions include initiating a break, acting to avoid or reduce session digressions, and creating a highlight reel of the collaboration session, including a number of unique features enabling more efficient retrieval and/or review of data. A distracted or fatigued participant can be directed to access the highlight reel.

Abstract: A communication system with a noise cancellation (NC) assembly providing adaptive or dynamic noise cancellation. The NC assembly includes a localizer module determining, during a communication session (active speaking or during idle times), a location of the active talker. The NC assembly includes a beam generator forming a beam in the determined direction of the active talker to enhance the active talker speech. Once the NC assembly has determined the position of the active talker, the NC assembly assigns a microphone of the microphone array or generated beam in that active direction to be the “active signal” source. The NC assembly assigns a second microphone or beam to be the noise source for NC purposes, and this source may be selected to be in acoustic shadow of the first microphone used as the active signal source or may be the farthest away in its position from the active talker's position.

Abstract: An electronic communication method and system are disclosed. Exemplary methods include rating agent soft skills using an artificial intelligence (AI) module that continuously evaluates these skills, based on artifacts available from previous interactions with customers. The artifacts can be the voice recordings, chat transcripts, as well as Key Performance Indicators (KPIs) used for reporting. Once agents are rated, targeted soft skill-based routing is implemented for high priority calls or calls that are detected by a sentiment analyzer as requiring special attention. For training purposes, the system can be configured to route calls to agents with lower soft skills ratings during off hours. Completed calls may be used as further feedback to the AI module and the soft skill ratings acquired by the AI module may be added to an existing “hard skills” dataset for contact center call routing, to assist with continuous learning of soft skills as well as agent and supervisor training.

Abstract: A communication method comprising generating a virtual space comprising one or more virtual subspaces, each virtual sub-space comprising a directory address, at least one associated function including a communication function, and customisable settings; receiving a request from a user device to access the virtual space providing the user device with access to the virtual space according to an access level associated with a user of the user device, the access level providing the user device with a predetermined selection of the virtual sub-spaces; in response to receiving a selection request from the user device to select a virtual sub-space from the predetermined selection of virtual sub-spaces, providing the user device with access to the virtual sub-space with the associated functions; associating the respective directory address of the virtual sub-space with the user device; and establishing a communication link between the user device and a second user device via the communication function of the virtual

Abstract: A system and method for detecting a start and end of section keystrokes, measuring a section time between the start and end of section keystrokes; aggregating the measured section time with previously measured section times; comparing the aggregate of the measured section times with a section target time; and sending an alert when a difference between the aggregate of the measured section times and the section target time is greater than a predetermined threshold.

Abstract: Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.

Abstract: Methods and systems of providing caller information are provided. Exemplary systems and methods provide location information for audio files including the caller information. The location information can be used to retrieve the audio information, which can be played on a call recipient's device, and/or a translation of the audio information, which can be displayed on the call recipient's device.

Abstract: Systems and methods for virtual conferencing that allow a missing participant to provide information to active participants in a conference session in real time are disclosed. The systems and methods can be used to allow a missing participant to respond to queries submitted in a query bucket by one or more active participants. Responses provided by the missing participant can be viewed by active participants during the virtual conference session.

Abstract: A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.

Abstract: A system and method for seamless exchange and interaction of multimedia content between communication devices in a network are disclosed. The method can include the discovery and identification of devices within proximity of a sending device. The found devices can be authenticated through unique identifiers established during registration. Connection requirements can be determined based on the identifiers associated with the found devices and the sending device. In turn, the sender can establish a connection with the found devices using the connection requirements. The sending device can share or serve as a remote control to redirect and navigate the content, with a simple action or a gesture command, to the found device. The shared multimedia content, can either reside on the sender's mobile device or on a remote server within a connected network.

Abstract: Generally described, the present disclosure relates to communications and more particularly, to a system providing relevant services to transient devices in wireless networks and methods thereof. In one illustrative embodiment, a Unified Communications and Collaboration (UCC) client on a device can be synchronized with a network so that the device can appear as a local entity. The UCC client can facilitate exchange of data to ease the integration of the device into the local environment. After being synchronized, the UCC client can seek out available assistance from the local network and provide it to the user. Typically, the data retrieved from the local network pertains to the current location. The local network can be used to provide wireless service to mobile devices in order to remove them from their carrier network, including providing a local breakout via a Private Branch Exchange (PBX).

Abstract: A method of detecting robocalls includes generating at least one of an identification (ID) spoofing score, a number similarity score, and a call length prediction request for a telephone call request. The method further includes generating a robocall predictor score based at least in part on the call length prediction score and the ID spoofing score, and rejecting the telephone call request when the robocall predictor score indicates the telephone call request is invalid.

Abstract: A method and system matching experts or potential experts with an agent request for an expert are disclosed. Exemplary systems include an expert term extraction engine, an agent term extraction engine, and a matching engine to compare agent request terms to the expert terms from the expert term extraction engine and to determine whether there is a match or a potential match between the agent request terms and the extracted expert terms.

Abstract: Systems, devices, and methods for UI testing and reconciliation are presented. In one example, a method of UI testing includes generating a wireframe model of the UI. The method also includes generating a code segment from a portion of the wireframe model of the UI. Additionally, the example method includes determining whether an error in the code segment exists based on a comparison of an aspect of the wireframe model to an aspect of the code segment. The method may include generating an updated code segment from the portion of the wireframe model of the UI when determining the error in the code segment.

Abstract: Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.

Abstract: A system and method for seamless exchange and interaction of multimedia content between communication devices in a network are disclosed. The method can include the discovery and identification of devices within proximity of a sending device. The found devices can be authenticated through unique identifiers established during registration. Connection requirements can be determined based on the identifiers associated with the found devices and the sending device. In turn, the sender can establish a connection with the found devices using the connection requirements. The sending device can share or serve as a remote control to redirect and navigate the content, with a simple action or a gesture command, to the found device. The shared multimedia content, can either reside on the sender's mobile device or on a remote server within a connected network.