Abstract: A helper entity monitors content on media channels established in respect of a network communication session. Upon a content-dependent trigger condition being met, the helper entity delivers advisory content over one or more of the channels.

Abstract: A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center. The service system establishes communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems. For each communication session, a respective service instance and session instance are created. The service instance provides service specific behaviour whilst the session instance provides generic operations for adding and removing endpoint systems to the communication session. By specifying different service-specific behaviors, a range of corresponding customer services can be offered.

Abstract: A method is provided of establishing network communication later in time between a first endpoint entity accessing an information resource over a network and a second endpoint entity, such as a customer service representative system, associated with that resource. The method uses a service system that can set up a communication session and join endpoint systems to the session to enable them to communicate with each other the network. According to the method, upon the first endpoint entity indicating that it wishes to communicate with a second endpoint entity in the future, the service system generates and stores a session identifier for a communication session to be used in the future and passes a copy of the identifier over the network to the first endpoint entity.

Abstract: A service system associated with a web site establishes a respective communication session for each of at least selected web pages and joins to the session any party currently viewing the page. A sessions overview subsystem is notified of parties joining and leaving sessions and maintains a real-time database of current page sessions and the parties currently joined to each session. A user interface of the overview subsystem dynamically generates a sessions overview page from the real-time database and serves this page to a requesting permitted user, such as a customer service representative in a contact center associated with the service system. The permitted user can then select a specific session and request to be joined to it.

Abstract: A method is provided for inviting an assistant entity, such as a customer service representative acting through a endpoint system, into an existing network communication session established by a service system. The service system controls the joining of endpoint entities to the session and enables endpoint entities joined to the session to communicate with each other. The method involves a first party associated with an endpoint system already joined to the session, indicating to the service system that the presence of an assistant entity is required. The service system selects an appropriate assistant entity taking account of the current context of the communication session, and joins the selected assistant entity to the session.

Abstract: A content-provider entity provides content to media channels established in respect of a network communication session. The content-provider entity has a transport subsystem for establishing media channel connections to a session transport mechanism in accordance with channel type and connection details received by the entity. The content-provider entity also has a media subsystem providing a respective media handler of appropriate type for each media channel connection established by the transport subsystem. Each media handler is responsible for delivering media content of its associated type from a media source to the corresponding channel connection. A delivery controller of the media subsystem controls the selection and delivery of media content through the media handlers in dependence on context data supplied to the content-provider entity.

Abstract: A passive cooling system for cooling an enclosure containing electronic components. A hollowed portion of the enclosure is formed as an integral heat pipe containing a working fluid. The hollowed portion has an evaporator section located at the top and a condenser section located at the bottom. The enclosure also has hollowed side walls which serve as passage ways for the working fluid to flow through in between the evaporator and condenser sections. Gravity and the pressure of evaporation force the working fluid down to the condenser section. A wick is provided for returning the working fluid to the evaporator section by capillary action. Additionally, an ultrasonic transducer driven by the heat rejected from the condenser section may be used to help return the working fluid to the evaporator section. Finally, a check valve may be employed before the evaporator section for the working fluid to flow through.

Abstract: A thermal management device for an enclosure, the enclosure disposed in an environment exposed to ambient air and having an interior area for housing heat generating electronic components includes a heat exchanger having an evaporator portion and a condenser portion, the evaporator portion is adapted for mounting within the enclosure interior area adjacent to the heat generating electronic components. The condenser portion is exposed to the ambient air for removal of heat from the enclosure interior area generated by the electronic components adjacent to the heat exchanger evaporator portion. The device is incorporated in a system which includes an air duct disposed within the enclosure interior area. The duct includes an air inlet port and air outlet port. The ports communicate with the ambient air to thereby create an airflow path through the air duct from the inlet port to the outlet port.

Abstract: A passive cooling system for cooling an enclosure containing electronic components. A hollowed portion of the enclosure is formed as an integral heat pipe containing a working fluid. The hollowed portion has an evaporator section located at the top and a condenser section located at the bottom. The enclosure also has hollowed side walls which serve as passage ways for the working fluid to flow through in between the evaporator and condenser sections. Gravity and the pressure of evaporation force the working fluid down to the condenser section. A wick is provided for returning the working fluid to the evaporator section by capillary action. Additionally, an ultrasonic transducer driven by the heat rejected from the condenser section may be used to help return the working fluid to the evaporator section. Finally, a check valve may be employed before the evaporator section for the working fluid to flow through.