Abstract: A system includes Session-Initiation-Protocol (SIP) servers that provide services for a respective set of endpoints. A monitor server can receive connectivity status of the respective set of endpoints based on registration status provided by the endpoints to the SIP servers. Based upon the received connectivity status, endpoints having connectivity problems are parsed into one or more subgroups. Potential problem sources are identified for the connectivity problems of the parsed endpoints. For each of the subgroups, the monitor server determines whether the subgroup exceeds a corresponding trigger threshold. In response a corresponding trigger threshold being exceeded, an action profile specifying an entity is accessed. A notification is transmitted to the entity.

Abstract: Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.

Abstract: Certain aspects of the disclosure are directed to providing aggregated context information in a data communications network. According to a specific example, a data communications server can operate to provide user-data communications sessions each involving a client-specific endpoint device and another participating endpoint device, where the client-specific endpoint device is associated with a client-entity among a plurality of remotely-situated client entities. User-data communications between the client-specific endpoint device and the other participating endpoint device can be retrieved from a plurality of disparate interconnected data communications systems, where the data communications systems each provide at least one data communications service to the client entity on a subscription basis.

Abstract: Various example implementations are directed to circuits, apparatuses, and methods for providing virtual computing services. One example involves a set of computing servers communicatively coupled to the data storage device. The set of computer servers provide a respective virtual data center for each of a plurality of accounts, and the respective virtual data center for each account provides virtual services specified in a respective settings file for the account stored in the data storage device. The virtual data center for at least one of the accounts includes a set of virtual desktops and a set virtual servers, including at least one Voice-over-IP (VoIP) server. The VoIP server provides VoIP service for a plurality of users of the account.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device during a first time period can be retrieved from a plurality of interconnected data communications systems. The client entity can be configured and arranged to interface with a data communications server providing data communications services on a subscription basis. A context can be determined for each respective user-data communication between the endpoint devices during the first time period.

Abstract: Exemplary aspects involve a data-communications apparatus or system communicate over a broadband network with a plurality of remotely-located data-communications circuits respectively associated with a plurality of remotely-situated client entities. The system includes data-communications platform (e.g., UC-CC) that processes incoming data-communication interactions including different types of digitally-represented communications among which are incoming call, and that is integrated with a memory circuit including a database of information sets. Each of the information sets includes experience data corresponding to past incoming data-communication interactions processed by the platform, and with aggregated and organized data based on data collected in previous incoming interactions.

Abstract: Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a graphical user interface (GUI) for each respective remotely-situated client entity, the GUI including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the GUI including selectable components to create for the associated remotely-situated client entity, a customization for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.

Abstract: Certain aspects of the disclosure are directed to communication bridging among disparate platforms in a remote communications environment involving first and second chat rooms. According to a specific example, a communications system is configured to provide remote communications services including a communication bridging service and another type of data communications services, in the remote communications environment. In certain embodiments the system may provide or generate connectivity data, such as a uniform resource locator (URL), to facilitate formation of the communication bridge, and may identify chat room protocols associated with the first and second chat rooms. The system is further configured to translate chat messages using the specifications for the first and second chat room protocols, and transmit chat messages between the first chat room and the second chat room.

Abstract: Exemplary aspects involve a data-communications apparatus or system communicate over a broadband network with a plurality of remotely-located data-communications circuits respectively associated with a plurality of remotely-situated client entities. The system includes a unified-communications and call center (UC-CC) platform that processes incoming data-communication interactions including different types of digitally-represented communications among which are incoming call, and that is integrated with a memory circuit including a database of information sets. Each of the information sets includes experience data corresponding to past incoming data-communication interactions processed by the platform, and with aggregated and organized data based on data collected in previous incoming interactions.

Abstract: Certain aspects of the disclosure are directed to communication bridging in a telecommunication system. According to a specific example, a Voice over Internet Protocol (VoIP) communication server is provided comprising a uniform resource locator (URL) generation module configured and arranged to form a communication bridge between a first protocol-disparate chat room and a second protocol-disparate chat room in response to receipt of a request from a participant of one of the chat rooms. The URL generation module can identify the participant as being associated with a customer, and redirect the participant to a customer-specific account provided by the communication bridging service. Using the customer-specific account, the URL generation module can generate a URL associated with the communication bridge. Using the generated URL an assimilation and processing module can translate chat messages received, and transmit the translated chat messages between the first chat room and the second chat room.

Abstract: Certain aspects of the disclosure are directed to communication bridging among protocol-disparate chat rooms in a telecommunication system. According to a specific example, a data communications server data communications server transmits chat messages between a plurality of protocol-disparate chat rooms accessible by users of a communication bridging service, a user interface (UI) circuit receives from a user of a first protocol-disparate chat room, a command requesting formation of a communication bridge associated with the first chat room, and a circuit facilitates formation of the communication bridge by generating a URL (uniform resource locator) associated with the communication bridge, by sharing or distributing the URL to a user of a second protocol-disparate chat room, and forming the communication bridge between the first chat room and the second chat room using the URL.

Abstract: Apparatus and methods concerning routing of calls in an IPBX are disclosed. As an example, one apparatus includes an IPBX server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled devices communicatively coupled to the IPBX via a network. A user-activity detection circuit is communicatively coupled to the IPBX server. The user-activity detection circuit is configured to receive activity data indicating activity of end-users in a virtual office environment and receive event messages indicating statuses of pending calls in the IPBX server. The user-activity detection circuit determines user-activity statuses of the end-users based on received activity data and event messages. A computing server is communicatively coupled to the user-activity detection circuit and is configured to provide a set of services for one or more of the plurality of users as a function of the determined user-activity statuses of the end-user.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, process user-data communications between a client station and another station participating in data communications via the data communications services can be processed, where the client station is associated with one of a plurality of client entities configured and arranged to interface with a data communications server providing data communications services. Context information can be aggregated for each respective user-data communication between the client station and the participating station, where the context information corresponds to at least one communications-specific characteristic associated with the user-data communications.

Abstract: Various example implementations are directed to circuits, apparatuses, and methods for providing virtual computing services. One example involves a data storage device and a set of computing servers communicatively coupled to the data storage device. The set of computer servers provide a respective virtual data center for each of a plurality of accounts, and the respective virtual data center for each account provides virtual services specified in a respective settings file for the account stored in the data storage device. The virtual data center for at least one of the accounts includes a set of virtual desktops and a set virtual servers, including at least one Voice-over-IP (VoIP) server. The VOIP server provides VOIP service for a plurality of users of the account.

Abstract: A system includes a plurality of SIP servers that are configured and arranged to provide services for a respective set of endpoints. A monitor server having at least one processor circuit receives connectivity status of the respective set of endpoint devices based on registration status provided by the endpoints to the SIP servers. Based upon the received connectivity status, endpoints having connectivity problems are parsed into subgroups. Based upon the parsed endpoints, potential problem sources for the connectivity problems of the parsed endpoints are identified. A monitor device having at LAN interface circuit connected to the LAN and at least one processor circuit receives the command from the monitor server and performs a diagnostic test on the LAN. Results from the at least one diagnostic test are provided to the monitor server.

Abstract: Processing of communications routed by an IPBX server are disclosed. At least one processing circuit is communicatively coupled to an Internet-Protocol Private Branch Exchange (IPBX) server that is configured and arranged to route calls for a plurality of agents in a communications/call center. The processing circuit is configured to receive communications event messages from the IPBX server for communications routed by the IPBX server, generate, during a communication to a first agent of the plurality of agents, a set of data metrics including communications summary metrics based on the communications event messages; and redirect, during the communication to the first agent, the communication to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.

Abstract: Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. As an example, one apparatus includes an IPBX server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled circuit devices communicatively coupled to the IPBX server via a communications network. A call data processing circuit is communicatively coupled to the IPBX server. The call data processing circuit is configured to receive call event messages corresponding to a plurality of end-users from the IPBX server and generate call models from the call event messages. The call data processing circuit also generates call summary metrics from the call models. In response to an input query, the call data processing circuit evaluates the call summary metrics for a parameter of interest specified in the input query to generate data for the parameter of interest.

Abstract: A system includes Session-Initiation-Protocol (SIP) servers that provide services for a respective set of endpoints. A monitor server can receive connectivity status of the respective set of endpoints based on registration status provided by the endpoints to the SIP servers. Based upon the received connectivity status, endpoints having connectivity problems are parsed into one or more subgroups. Potential problem sources are identified for the connectivity problems of the parsed endpoints. For each of the subgroups, the monitor server determines whether the subgroup exceeds a corresponding trigger threshold. In response a corresponding trigger threshold being exceeded, an action profile specifying an entity is accessed. A notification is transmitted to the entity.

Abstract: Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a graphical user interface (GUI) for each respective remotely-situated client entity, the GUI including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the GUI including selectable components to create for the associated remotely-situated client entity, a customization for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.

Abstract: In one or more embodiments, an apparatus includes a set of VoIP servers configured to route VoIP calls to and from a plurality of VoIP-enabled devices. Each of the VoIP-enabled devices is respectively associated with one of a plurality of client accounts. A control circuit is communicatively connected to the one or more VoIP servers and directs the VoIP servers to route VoIP calls for a client account according to a respective routing policy for the client account. The routing policy indicates one or more routing algorithms for selecting paths of a network for routing each of the VoIP calls. The routing policy also indicates a selection algorithm configured to, for each VoIP call, one of the set of routing algorithms based on a set of criteria such as date or time of the call.