Abstract: A system and method for permitting an initiator of a communication session request and a recipient of the communication session request to quickly negotiate the beginning of a communication session, such as a phone call, wherein the negotiation is performed based on the expressed current need and the current availability of the recipient.

Abstract: A system and method for permitting an initiator of a communication session request and a recipient of the communication session request to quickly negotiate the beginning of a communication session, such as a phone call, wherein the negotiation is performed based on the expressed current need and the current availability of the recipient.

Abstract: The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100 and interface with the contact. The interface can include presenting service options to the contact. A mood detector 152 can be used to collect information about the customer's state of mind.

Abstract: A method and an apparatus are disclosed for improving the flow of data traffic between clients and servers by determining, in an enhanced hybrid peer-to-peer network, when a client telecommunications terminal should share its data with one or more peers, instead of transmitting that data to the servers. A “super-peer” client terminal in the hybrid peer-to-peer network is responsible for determining when to share data with peers and when to transmit data to the servers. The telecommunications terminal (i) shares data with other terminals when a particular user's presence has changed and (ii) transmits data to the enterprise servers when the overall group's presence that corresponds to the terminal's peer group has changed. The system of the illustrative embodiment aggregates presence and routes communications via peer-to-peer networking, instead of via client-to server-to peer networking, thereby reducing the load on the enterprise servers and lessening the occurrences of single points-of-failure.

Abstract: An apparatus and methods are disclosed that enable a caller to specify a condition of availability for a return call when the caller is unable to reach the called user. A condition might indicate a time interval in which the caller is willing to accept a return call, a location, or some other constraints. In the illustrative embodiments, when a caller places a call and is unable to reach the called user, the caller is prompted via an interactive voice response (IVR) system for one or more conditions of availability for a return call. As soon as the called user's terminal becomes available, a software application checks whether the condition of availability is satisfied, and if so, establishes a call between the caller's terminal and the called user's terminal.

Abstract: Methods and apparatus are provided for controlling an availability of a user in an enterprise environment. If an enterprise user requests to change an availability status on one or more media, a determination is made as to whether to grant the request based on one or more predefined criteria associated with the enterprise. For example, the predefined criteria may comprise resource needs or one or more policies of the enterprise. The predefined criteria may be expressed as one or more rules in a rule base.

Abstract: Methods and apparatus are provided for collecting proxy presence information about an object associated with a user from one or more proxy presence sources associated with the user. A proxy presence agent is associated with each of the proxy presence sources; and the proxy presence agents provide proxy presence information to one or more presence servers. The object may be, for example, one or more of a business document, an application document, or one or more runtime objects associated with the user. The proxy presence agent reports one or more of macropresence events and micropresence events related to the object. A continuous presence function is generated for each of the proxy presence sources that characterizes the likelihood that the object is active at the corresponding presence source at a given time. The proxy presence sources may include, for example, one or more business applications, application execution environments, devices or locations.

Abstract: An apparatus and methods are disclosed that enable a first user of a telecommunications terminal to receive, upon placing a call to a second user, a ringback signal that is based on one or more geo-locations (e.g., the geo-location of the first user, the geo-location of the second user, etc.), and optionally on one or more of the following: the identity of the first user; the identity of the second user; the first user's telecommunications terminal (e.g., whether it is a cell phone, wireline telephone, payphone, soft phone, etc.); and the second user's telecommunications terminal.

Abstract: An apparatus and methods are disclosed that enable a first user of a telecommunications terminal to receive, upon placing a call to a second user, a ringback signal that is based on information that is extrinsic to the telecommunications system that handles the call (i.e., information that is independent of the state of the telecommunications system). Such extrinsic information might include: entries in a user schedule (e.g., from a groupware application such as Lotus Notes® that is hosted on a server, from a personal digital assistant [PDA] calendar, etc.); environmental parameters at the first and/or second user's terminal (e.g., temperature, ambient sound pressure, ambient luminosity, etc.); physiological parameters of the first and/or second users (e.g., heart rate, respiration rate, body temperature, brain activity, etc.); stock ticker information; weather forecasts; sports scores; updated election results; and so forth.

Abstract: An apparatus and methods are disclosed that enable a caller to specify one or both of (i) the content of a ringback signal that is generated when placing a call, and (ii) one or more properties of the ringback signal. In the first illustrative embodiment of the present invention, a “far” data-processing system that is closer to the called terminal than to the calling terminal (e.g., a terminating switch, an edge switch that is close to the terminating switch, etc.) generates a ringback signal based on preferences or rules of the caller that are stored in a database. In the second illustrative embodiment of the present invention, a “near” data-processing system that is closer to the calling terminal than to the called terminal (e.g., an originating switch, an edge switch that is close to the originating switch, etc.) generates a ringback signal based on caller rules and preferences.

Abstract: An apparatus and methods are disclosed that enable a first user of a telecommunications terminal to receive, upon placing a call to a second user, a ringback signal that is based on information from one or more call logs. Such information might include: the number of times that the first user has attempted to call the second user during a particular time interval; the time of the most recent call from the second user to the first user; etc. A data-processing system (e.g., an originating switch, a terminating switch, a wireless base station, a server, etc.) that receives a call-setup signal consults one or more call logs and generates a ringback signal that is based on the contents of the logs. Such call logs might include a log for a telecommunications terminal, a log for a user, a log associated with a particular private branch exchange; etc.

Abstract: Methods and apparatus are disclosed for collecting presence information about a user from one or more presence sources associated with the user, such as applications, devices and locations. A presence agent is associated with each presence source; and the presence agents provide presence information to one or more presence servers. Typically, the presence agents execute on a processor associated with the corresponding presence source. The presence agent reports one or more of macropresence events and micropresence events. The presence agent optionally prompts the user to update the presence information based on one or more criteria, such as exceeding a time threshold since the last presence event. Continuous presence functions are generated for each presence source that characterize the likelihood of the user to be present on the corresponding presence source at a given time.

Abstract: Methods and apparatus are provide for developing a virtual assistant for at least one party of a communication. A developer provides one or more virtual assistant software modules that control an execution of the virtual assistant; and also provides a set of proxy methods that are called by the virtual assistant software modules to provide one or more desired functions. The developer may optionally be presented with a library containing one or more virtual assistant software modules or proxy methods. The developer can optionally revise the one or more virtual assistant software modules or proxy methods selected from the library, for example, based on a selection of one or more supported external applications.

Abstract: Methods and apparatus are provided for analyzing user activity and for recording such user activity in an entity relationship model. A network is searched for materials associated with a user and content analysis techniques are performed on the associated materials to extract one or more characteristics from the associated materials based on predefined criteria. The extracted information is stored in an entity relationship model that relates the user to the extracted characteristics. The characteristics may include activity information, expertise information and location information. The entity relationship model can thereafter be searched to identify and optionally contact one or more users having desired characteristics.

Abstract: Methods and apparatus are disclosed for providing a virtual assistant to at least one party of a communication. The virtual assistant is injected into the communication, for example, by a VXML engine. The operation of the virtual assistant is controlled by one or more software modules that are obtained from a proxy node. The software modules allow commands received from or destined for the party to be interpreted. The virtual assistant may optionally be customized based on a selection of the one or more supported external applications. The proxy node provides at least one method for the party that allows the party to access functionality provided by at least one external application. The proxy node interprets signals from the virtual assistant; converts the signals from the virtual assistant into commands for the external application; and converts one or more of commands, messages and data from the external application into signals understood by the virtual assistant.

Abstract: Methods and apparatus are provided for establishing a conference based on the presence or preferences (or both) of one or more invitees. The presence of each invitee is evaluated on one or more devices. A media type is selected based on the presence information. User preference information may be evaluated for those invitees who are not currently present on a device. The selected media type for the conference may optionally be required to support the requirements of the conference, such as document sharing or video links. In this manner, the same communication application can trigger conferences of different media types (where the selected media type is most likely to lead to the successful establishment of the conference). In addition, the present invention allows a media type to be selected that will be more likely to lead to the successful establishment of a conference.

Abstract: Methods and apparatus are provided for developing and processing workflows that include communication tasks. A workflow is generated according to the present invention by inserting at least one communication node in the workflow. The communication node associated is with a communication task having at least one property that is resolved at run time. For example, the media type, recipient list, or timing of a communication may be resolved at run-time. A workflow generation tool is provided that generates a workflow based on (i) a user selection of at least one communication node to insert in a workflow, and (ii) a user specification of one or more properties of the communication task, wherein at least one property of the communication task is resolved at run time. At run-time, a workflow engine parses at least communication node in a workflow associated with a communication task and having at least one property that is resolved at run time.

Abstract: A method is disclosed that enables a user to determine which resources are both skills-qualified and available to perform a specified task, without some of the costs, disadvantages, and limitations of techniques in the prior art. The illustrative embodiment of the present invention is based on the recognition that the consideration of various conditions of availability, in addition to the consideration of the skills present, affects the outcome of identifying the resources that can and will perform a task. In other words, the illustrative embodiment of the present invention enables a user to determine which resources can perform one or more tasks, based on the criteria of: (i) a skills requirement, (ii) a geographic requirement, and (iii) a time requirement.

Abstract: An apparatus and methods are disclosed for enabling multiple telecommunications terminals that are associated with a common user to notify their user of the arrival of an incoming message via a ringtone, where the ringtone is: (i) coordinated across the terminals, and (ii) customized for each terminal based on one or more attributes of the terminal. In particular, in the illustrative embodiments a coordinating terminal that receives a message also directed to another telecommunications terminal sets the values of one or more properties of a ringtone (e.g., tempo, timbre, pitch, rhythm, etc.) based on one or more attributes of the other telecommunications terminal (e.g., terminal type, etc.).

Abstract: An apparatus and methods are disclosed for enabling multiple telecommunications terminals that are associated with a common user to notify their user of the arrival of an incoming message via a ringtone, where the ringtone is: (i) coordinated across the terminals, and (ii) customized for each terminal based on one or more attributes of the terminal. In particular, in the illustrative embodiments a network infrastructure element (e.g., a switch, a wireless base station, a server, etc.) that receives a message directed to a telecommunications terminal sets the values of one or more properties of a ringtone (e.g., tempo, timbre, pitch, rhythm, etc.) based on one or more attributes of the telecommunications terminal (e.g., terminal type, etc.).