Abstract: A method and system for indicating at least one modification to at least one timeframe in a packet-switched network is described. In one example, a visual indicator is used to indicate the modification(s) made to the timeframe(s) associated with at least one test suite is provided. Similarly, a notification of the modification(s) is sent to at least one party impacted by the modification(s). In another example, approval for the modification(s) is obtained.

Abstract: Techniques are provided for providing 3D audio, which may be used in augmented reality. A 3D audio signal may be generated based on sensor data collected from the actual room in which the listener is located and the actual position of the listener in the room. The 3D audio signal may include a number of components that are determined based on the collected sensor data and the listener's location. For example, a number of (virtual) sound paths between a virtual sound source and the listener may be determined. The sensor data may be used to estimate materials in the room, such that the affect that those materials would have on sound as it travels along the paths can be determined. In some embodiments, sensor data may be used to collect physical characteristics of the listener such that a suitable HRTF may be determined from a library of HRTFs.

Abstract: A communication terminal into which communication data can be input and which can receive a message signalling that at least one further communication terminal is ready to receive the communication data. Following receipt of the message, a transmission device configured to operate in a first mode, in which it sends data at a first data rate, and in a second mode, in which it sends data at a second data rate, which is higher than the first data rate, is used to send the communication data in the second mode.

Abstract: A system that incorporates teachings of the present disclosure may include, for example, a proactive scheduler having a controller element to determine a scheduling conflict between a called party and a calling party according to calendar information of the called party and presence information of the called party. Additional embodiments are disclosed.

Abstract: Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.

Abstract: A telephone system comprising a plurality of phone devices and a plurality of information terminals for mutually communicating via a communication network, comprising position managing means for managing mutual position relations between the plurality of phone devices and the plurality of information terminals, and correlating means for mutually correlating at 1:1 between the plurality of phone devices and the plurality of information terminals on the basis of the managed position relations.

Abstract: Systems and methods for establishing a communications session among end-points are shown and described. The method can include receiving, from a client computing device at a gateway computing device, a request to establish a communication session with an end-point, the client computing device executing a program that locates address information for the end-point within application output displayed at the client computing device and forwarding at least a portion of the received request to a private branch exchange in communication the gateway computing device, the at least a portion of the received request including the address information of the end-point and address information associated with an end-user of the client computing device.

Abstract: A method and apparatus for sharing end user feedback is disclosed. An apparatus that incorporates teachings of the present disclosure may include, for example, a system can have a collection element that receives a vendor identifier and a measure of satisfaction associated therewith, and a storage element that stores the measure of satisfaction in a telephone directory of commercial vendors according to the vendor identifier. Additional embodiments are disclosed.

Abstract: A system and method for detecting a false caller ID. The system receives caller identification data and signaling system data from the call, compares the caller identification data to the signaling system data, and determines if the call has a false caller ID based on the comparison. The signaling system data may include signaling system 7 data. The system may also alert the intended recipient by modifying the properties of the call or by enacting a peripheral system to contact the intended recipient.

Abstract: A skills-based method for routing an incoming communication includes determining a task associated with the incoming communication. The method also includes routing the incoming communication, based on the task, to be serviced by a pool of selected agents. The pool of selected agents includes agents from a first virtual group. The method further includes adding agents from a second virtual group to the pool of selected agents when the incoming communication has not been serviced before a waiting time exceeds a predetermined time.

Abstract: The present disclosure describes various ways of providing agents with a configurable mechanism by which they may bid on training opportunities with contacts in a given contact center. Specifically, an architecture providing a team of agents and agents-in-training to service a contact or set of contacts and methods of employing that team architecture are described. The bids of one or more agents may be collected and evaluated to determine at least one winning agent that will team together with at least one subject matter expert, qualified agent, or team in handling a contact for the purposes of training.

Abstract: A technique for scheduling conferences includes receiving a conference request, which includes an invitee list, a prioritized list of preferred media types, and one or more times for a conference associated with the conference request. The conference is requested with respective invitees associated with the invitee list (via respective subscriber terminals) and it is determined whether the respective invitees can be scheduled for the conference. The conference is scheduled between a conference requester (associated with the conference request) and available ones of the respective invitees, when mandatory attendees, included within the respective invitees, are available.

Abstract: Telemarketing calls may originate from a call center based on processing a telephone number record which includes a telephone number. The telephone number record may also include other information pertaining to the telephone number, including whether it is a wireline or wireless number. Further information may indicate whether the solicitation call is being originated on behalf of a wireless carrier serving the wireless subscriber associated with the telephone number. The call center may use location information associated with the wireless number to ascertain a location of the wireless subscriber and to then ascertain a time zone of the wireless subscriber, so as to originate the telemarketing call within the appropriate regulatory calling time window. A dialer may originate calls for an agent using a list of wireline numbers and then using a list of wireless numbers.

Abstract: An exemplary method of acoustically controlling a cochlear implant system includes acoustically transmitting, by a remote control subsystem, a control signal comprising one or more control parameters, detecting, by a sound processing subsystem communicatively coupled to a stimulation subsystem implanted within a patient, the control signal, extracting, by the sound processing subsystem, the one or more control parameters from the control signal, and performing, by the sound processing subsystem, at least one operation in accordance with the one or more control parameters. Corresponding methods and systems are also described.

Abstract: A predictive dialer in a call center may originate a number of outbound calls on behalf of agents for an outbound call campaign. Since many calls may fail to connect with the right party, the predictive dialer may originate several contemporaneous calls in order to provide a single call to an available agent. A pacing algorithm in the predictive dialer determines how many calls are to be made based on various factors, conditions, and rules. In some instances, the predictive dialer may attempt to originate more calls than there are available trunks. In such instances, the number of originated calls is limited by the number of available trunks causing a trunk-related deficiency condition, which can adversely impact the agents' performance. Various embodiments of the invention detect and provide notifications of such conditions to allow effective diagnosis of the cause of degradation of agent performance.

Abstract: In one embodiment, a conference bridge receives a call initiated by a first caller endpoint. The conference bridge identifies a conference to which the call requests entry and determines whether the conference bridge has available resources to process the call. The conference bridge enables the call to join the conference via a second conference bridge associated with a second caller endpoint participating in the conference according to whether the conference bridge has available resources to process the call.

Abstract: An audio console system includes an input for receiving an audio signal. The system may also include a user adjustable input amplifier which may amplify audio signals received from the input with a predefined gain. The system may additionally include a direct out output amplifier provided after the adjustable input amplifier. The direct out output amplifier may output a direct out output signal. The direct out output amplifier may adjust a gain of a signal transmitted from the adjustable input amplifier. The direct output amplifier may be configured in such a way, that, upon a user adjustment of the adjustable input amplifier, the direct out output amplifier may adjust the gain of the direct out output signal inversely to the adjustment of the input amplifier resulting in a predefined gain of the audio signal from the at least one input to the direct out output being maintained.

Abstract: An approach to forming output signals both permits flexible and temporally and/or frequency local processing of input signals while limiting or mitigating artifacts in such output signals. Generally, the approach involves first synthesizing prototype signals for the output signals, or equivalently characterizing such prototypes, for example, according to their statistical characteristics, and then forming the output signals as estimates of the prototype signals, for example, as weighted combinations of the input signals.

Abstract: A method of operating a telecommunications network includes, in one embodiment, detecting a call at an originating switch of the telecommunications network and, when a destination for the call matches a predetermined destination, routing the call on designated data trunks. When traffic on the designated data trunks exceeds a capacity threshold, the method further includes routing the call to a terminating switch using interoffice trunks and completing the call to the destination from the terminating switch.

Abstract: A method and system is provided for common account based distribution of contact records. A comparison engine analyzes call record accounts to identify and tag related call records, such as call record accounts related to the same individual. A common account tag detector detects related accounts and communicates with a common account controller of a distribution module that distributes contact attempts in pools and queues. The common account controller locates related accounts, such as by searching for accounts having the same tag, to prevent additional contact attempts to the individual associated with the related accounts. The related accounts are forwarded to the operator who made the successful contact to coordinate resolution of the related accounts along with the account that originated the contact attempt.