Abstract: A system and method for dynamically updating a service level agreement during a communication with a contact center are disclosed. The system and method are configured to display an initial time associated with a predetermine SLA path and then update the displayed time based on a communication between an agent and a customer.

Abstract: A method and system for updating contact details of users is disclosed. The method comprises providing a contact record for each of a plurality of users, the contact record for each user comprising a plurality of fields, wherein at least one of the contact records for a first user has a first user identifier in a first field having an associated first communications method. A subsequent step may comprise receiving a communication from a user by means of a second, different communications method, the communication having an associated second user identifier corresponding to at least part of the first user identifier. A subsequent step may comprise identifying the contact record for the first user based on the second user identifier. A subsequent step may comprise updating the identified contact record so that at least one of the fields comprises new information from the second user identifier.

Abstract: A communications system is configured to facilitate communication via a plurality of communication types and comprises at least one queue monitor. The system is configured to determine a number of users on hold in a queue for each of the communication types, to compare the determined number of users on hold to a configurable threshold value for each communication type and, when the number of users on hold in a queue for a first communication type exceeds a threshold value for the first communication type, to send a notification to one or more of the users on hold in that queue, the notification comprising an option to switch to an alternative communication type.

Abstract: A conferencing system and method are disclosed. An exemplary system includes a conference device and one or more user devices. The conference device is configured to receive audio information from one or more user devices. The audio information received by the conference device can be mixed with audio information received by conference device microphones.

Abstract: A method and system for automatically generating and sending a test message to one or more apparatus associated with a user are disclosed. The test messages can be pushed to the one or more apparatus and a response received from the one or more apparatus prior to connecting a communication between two devices.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for evaluating the utilization of communications features. In one aspect, a method includes identifying, for a particular organization, a set of communications features that are included in a communications service that is provided to the particular organization. Usage levels of communications features by members of the organization are determined. Based on the usage levels a determination is made that the at least one of the communications features is being underutilized. An updated set of communications features that removes the at least one of the communications features from the communications service that is provided to the particular organization is selected. Data that changes the set of communications features provided to the particular organization based, at least in part on the updated set of communications features are generated.

Abstract: An electronic communication method and system are disclosed. Exemplary methods include using the second communication device, determining a presence of a first communication device, based on the step of determining the presence of the first communication device, using a cloud service, connecting the first communication device to the electronic communication, and using the cloud service, connecting the second communication device to the electronic communication. Exemplary methods and systems can provide a way to automatically extract meeting access information and seamlessly launch and/or log a user/participant into an electronic communication.

Abstract: A wireless broadcasting device, systems including the device, and methods of programming and using the device are disclosed. The wireless broadcasting device is powered using power over Ethernet and can be used to provide proximity-based capabilities to devices that otherwise do not have such functions.

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: A wireless broadcasting device, systems including the device, and methods of programming and using the device are disclosed. The wireless broadcasting device is powered using power over Ethernet and can be used to provide proximity-based capabilities to devices that otherwise do not have such functions.

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: A system and method for seamless exchange and interaction of multimedia content between communication devices 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. The sender can seamlessly establish a connection with the found devices using the connection requirements. The sending device can share or serve as a remote control to redirect, navigate or draw 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. Contextual telephony integration such as pulling in personal contacts from a device to a conference call can be provided. White boarding techniques facilitated among multiple users within a conference and a WiFi® end point or access point are described.

Abstract: A system for recording voice calls, comprising a plurality of endpoints, a call controller for establishing call connections between the endpoints, a storage element, and a middlebox for storing and forwarding call control packets and voice packets between the endpoints and call controller, and intercepting and forwarding predetermined voice packets to the storage element for archiving.

Abstract: A method and system for updating contact details of users is disclosed. The method comprises providing a contact record for each of a plurality of users, the contact record for each user comprising a plurality of fields, wherein at least one of the contact records for a first user has a first user identifier in a first field having an associated first communications method. A subsequent step may comprise receiving a communication from a user by means of a second, different communications method, the communication having an associated second user identifier corresponding to at least part of the first user identifier. A subsequent step may comprise identifying the contact record for the first user based on the second user identifier. A subsequent step may comprise updating the identified contact record so that at least one of the fields comprises new information from the second user identifier.

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: A system, method and apparatus for managing voicemail in a communication session between a sending communication device and a receiving communication device are provided. It is determined at the receiving communication device that a voicemail is to be created. The voicemail based on content received via the sending communication device. The voicemail is recorded. The voicemail is caused to be stored at resources associated with the sending communication device.

Abstract: There is provided a portable device (2) for wirelessly communicating with a remote further device (4). The portable device comprises a power source (6) chargeable by a power supply (8) separate from the portable device. The portable device is configured to have a plurality of coupling states associated with the power supply. The power supply is separate from the device and remote from the further device. The portable device also comprises communication apparatus (10) wirelessly connectable to the further device and configured to enable the portable device to have a wireless connection state associated with the further device. A processor (12) is configured to monitor a change between a first and a second of the said coupling states; and, output data for changing the connection state based upon the change from the first coupling state to the second coupling state.

Abstract: A system and method for automatically alerting participants to or listeners of a communication when a predefined section of the communication is reached are disclosed. In accordance with an exemplary method, prior to a communication, a document corresponding to the communication is marked at predefined locations. During a communication, the document is reviewed for marks, and when a mark is detected, an alert or notification is sent to one or more participants. The participants may then join the communication a point corresponding to the pre-defined section(s).

Abstract: A communication system and method are disclosed. The system and method use a contact type and a confidence level to determine whether to proceed with an operation, which operation to perform and/or how to perform an operation. The method and system may be used to determine a confidence level for a contact type, and may be used to update existing contact information, as well as for other uses.

Abstract: An exemplary system includes a mobile device having an application and wireless access user credentials, a configurable access point of a network, and a terminal connected to the configurable access point. The wireless access user credentials can be pushed, using the application, from the first mobile device to the terminal to reconfigure the access point and create a virtual network that recognizes the wireless access user credentials.