Abstract: Improved operation of a content presentation device is achieved by one application, presenting content to users, automatically identifying an independent second application, available on the content presentation device, based on remotely-sourced information, and invoking that second application based on explicit or implicit user input. Bidirectional notifications are enabled between the two applications whereby activity within one application can affect the other. The first application displays an advertisement and can also, based on metadata received with the advertisement, identify the second application and invoke it, based upon explicit or implicit user action, such that both are simultaneously visible in separate content display areas on a physical display device. User interaction with the second application is independent of the display of the corresponding advertisement by the first application.

Abstract: Agencies issue recording devices to personnel for administrating and monitoring controlled calls during the course of their duties. To provide flexible capabilities to agencies, a virtual number is provisioned and configured to enable an operator to administrate controlled calls without dedicated recording devices. Using the virtual number, the operator may setup a controlled call between a victim and a baddie. The victim is contacted via the virtual number by the operator and optionally informed about the controlled call process. In turn, the baddie is contacted using number information of the victim's phone and connected with the victim. Call audio between the victim and baddie is transmitted to the operator. When necessary, the operator may terminate the call remotely from the telephonic device the operator used to setup the call.

Abstract: A system and method are presented for self-service callback modification. A user may request a callback. A unique confirmation identifier may be issued which may be used by the system to look up the callback record. A user may modify their callback request at any time during the callback process to receive their callback at a requested point in time, change the address to which the callback is addressed, alter the media through which the callback is placed, etc. Modification may occur in real time. Confirmation may be sent to the user after modification.

Abstract: An exemplary embodiment builds on the idea of presence and SIP messaging in conjunction with a profile comprising, for example, a lookup table and a rules module, to assist with one or more of reminders, actions, endpoint maintenance, availability, endpoint capabilities and session management. One exemplary embodiment provides a message-based notification system. SIP allows a user to associate themselves with a number of different User Agents (UAs). This means that a user may have a presence on more than one UA at any given time, e.g., soft phone, PDA, and workstation. One exemplary embodiment utilizes this fact in connection with monitoring and determining if a message is a trigger-type message to provide more timely and relevant notifications to users.

Abstract: A communication management apparatus is provided which includes: a start request acceptance unit configured to accept a request to start a program from a terminal; a query unit configured to query the program whether communication with the terminal is available upon acceptance of the start request; and a response transmission unit configured to transmit to the terminal, in response to the start request therefrom, a message indicating whether communication is available between the program and the terminal as a result of the query about the availability of communication therebetween.

Abstract: During communications sessions between an agent in a call center and a customer, it is often desirable that a secondary agent is consulted, the secondary agent perhaps more suited to the particular needs of the customer. It is preferred that the original agent is presented with a list of the best-suited agents with which to consult, if needs be. Accordingly, a system and method for managing a list of contacts for presentation to a user of a computer system (e.g. a call center agent) is disclosed. The system provides for the monitoring of live communications between an agent and a customer, and further provides for the detecting of a pattern of data in the monitored live communications interaction (e.g. utilising speech recognition to recognise use of a particular keyword). The system is then operable to present a list of suggested contacts to the agent, the suggested contacts chosen based on a match between selection criteria for that contact and on the particular data pattern detected.

Abstract: An enhanced communication bridge includes a context interface that enables the audio bridge to learn information about the type of Voice encoder, device, network connection, location, type of call (business vs. personal), identity and position of the individual, and other information about the context of the communication session itself as well as the context of each person joining the communication session. This context information is used to determine how quality of experience targets for the communication as a whole, as well as how each individual contribution should be uniquely processed to attempt to meet the quality of experience targets. Business factors may influence the decision as to the type of processing to be implemented on each of the signals provided by the participants. Corrective action may also be implemented by the bridge on the client network devices as well in the embodiment. The bridge may be centralized or distributed. A video bridge may be implemented as well.

Abstract: A method can include initiating a video request via an application operating on a smart device. The method can also include transmitting the video request to a service provider from the smart device via a network to enable transmission of configuration information to a one-way set-top box and to enable transmission of video content corresponding to media content associated with the video request to the one-way set-top box based on the configuration information.

Abstract: Methods, systems, and computer readable media for unifying fixed and mobile devices via third party call control (3PCC) are disclosed. The method is performed at a dedicated application server (AS) that supports a third-party call control (3PCC) interface. According to one method, a call addressed to a unified subscriber identifier associated with a terminating subscriber is detected, where the terminating subscriber is associated with two or more terminating endpoints. The call is offered to each of the terminating endpoints by initiating signaling to each of the terminating endpoints using the 3PCC interface. One of the terminating endpoints used to answer the call is detected and the call is redirected to the terminating endpoint used to answer the call. Signaling messages are sent to all of the terminating endpoints other than the terminating endpoint used to answer the call for instructing the terminating endpoints to release resources associated with the offered call.

Abstract: A method, a computer readable medium and a system for international conferencing via globally distributed cascading media servers that comprises, receiving a local participant audio packet at a local conferencing media server in a conference call, summing the local participant audio packet by the local conferencing media server, receiving a distal participant audio packet at a distal conferencing media server, summing the distal participant audio packet by the distal conferencing media server, and interfacing the local conferencing media server with the distal conferencing media server.

Abstract: A method and system for automatically changing the operation of signaling features in a telephone are disclosed. In an exemplary embodiment, a method is disclosed to provide automatic reduction in the sound volume associated with the signaling features of a telephone system, during a selected portion of a day. A user is provided with a programmable menu in communication with one or more devices associated with a telephone system. From the menu provided, the user may enter a the beginning and ending time for the “quiet mode” operation of the telephone system. In addition, the user may select the signaling features to be quieted, as well as the sound volume associated with quiet mode operation for a given signaling feature.

Abstract: The present invention is directed to a system and method for generating, processing and distributing leads, the system comprising a leads processing engine for receiving customer requests, creating leads based upon the customer requests, determining a best available agent or agents for each lead from a pool of available agents based upon one or more selected factors, and offering and/or sending each lead to the best available agent or agents.

Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on one or more components of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data.

Abstract: A system for redirecting a call via centralized bridges comprises a first conferencing platform based in a first country, a second conferencing platform based in a second country, and a third conferencing platform based in a third country, wherein the first conferencing platform dials the second conferencing platform and the third conferencing platform to provide a conference call between the second conferencing platform and the third conferencing platform.

Abstract: According to one embodiment, a receiver receives first data that enables recognition that a first program has been viewed in a first television set. And a transmitter transmits a message, using the first data, the message is addressed to a first device registered in association with the first television set and includes information relating to the first program.

Abstract: Provided herein is a method and system for segmenting work implemented in a contact center server. The method may include: creating a plurality of common skill options; creating a service skill definition tree comprising a plurality of service skill options, wherein each of the plurality of common skill options is associated with the service skill definition tree; receiving a contact from a customer; obtaining a common skill option selection, wherein the common skill option is selected from the plurality of common skill options by the customer; transmitting the plurality of service skill options to the customer, and receiving a service skill option selection from the customer, wherein the service skill option selection is selected from the plurality of service skill options; and segmenting the contact to an agent associated with the common skill option selection and service skill option selection.

Abstract: A server for disseminating a video file to mobile subscriber over a mobile communications network is disclosed. The server comprises a processor programmed for storing a record for each mobile subscriber, defining a criteria for selecting mobile subscribers for videos, wherein said criteria is based on data from a record for a mobile subscriber, selecting a group of mobile subscribers by identifying the records that match said criteria, generating, for each mobile subscriber of the group, a video message in a format that corresponds to the operating system indicator and the video format indicator for said mobile subscriber, and transmitting a video message to the mobile phone number in the record, wherein the video message is transmitted according to the method of access indicator for said mobile subscriber.

Abstract: A network node in a network personal video recorder (NPVR) system receives a request from a user to record a program asset provided on a channel and responsive to a count of enhancement recordings of the channel being equal to zero, starts a plurality of enhancement layer encode captures from the broadcast feed of the channel into an enhancement warehouse. The network node also starts a base layer encode capture of a broadcast feed of the channel into an NPVR warehouse associated with the user and increments the count of enhancement recordings of the channel by one.

Abstract: All calls terminating to a customer's directory number are intercepted. If caller identification information can be presented, the call is forwarded to a service node for disposition. The service node reconfigures signaling information of the call so that the call is not intercepted, then forwards the call to the subscriber's telephone. When the call is answered, the service node states the name or telephone number of the calling party which has been retrieved from the signaling information. The caller can decide whether to take the call, deny the call, send the call to voice mail or send a sales refusal message or other disposition option.

Abstract: System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent attribute values, and at least one contact attribute is used to produce a set of contact attribute values; relating agent attribute values to contact attribute values in order to search for at least one available first agent having at least a first predetermined level of matching attributes; delivering the contact to the first agent; relating agent attribute values to contact attribute values in order to search for at least one second agent having at least a second predetermined level of matching attributes, wherein the second predetermined level is greater than the first predetermined level; waiting until the second agent is available; and replacing the first agent with the second agent to service the contact.