Abstract: Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. Namely, calls can be invoked through a dialer of the mobile device, through a web interface accessed through the mobile device, through a mobile application executing on the mobile device, or through a personal assistant of similar service. The mobile intermediary entity or service can also provide rich, supplementary services for mobile callers. These services can include but are not limited to menu navigation, call continuity, caller geo-location awareness, and awareness of the caller's mobile network operator's identifier. Services natively provided by the called enterprise, such as call conferencing, can also be provided within the call.

Abstract: Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. Namely, calls can be invoked through a dialer of the mobile device, through a web interface accessed through the mobile device, through a mobile application executing on the mobile device, or through a personal assistant of similar service. The mobile intermediary entity or service can also provide rich, supplementary services for mobile callers. These services can include but are not limited to menu navigation, call continuity, caller geo-location awareness, and awareness of the caller's mobile network operator's identifier. Services natively provided by the called enterprise, such as call conferencing, can also be provided within the call.

Abstract: Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. Namely, calls can be invoked through a dialer of the mobile device, through a web interface accessed through the mobile device, through a mobile application executing on the mobile device, or through a personal assistant of similar service. The mobile intermediary entity or service can also provide rich, supplementary services for mobile callers. These services can include but are not limited to menu navigation, call continuity, caller geo-location awareness, and awareness of the caller's mobile network operator's identifier. Services natively provided by the called enterprise, such as call conferencing, can also be provided within the call.

Abstract: Embodiments of the disclosure provide a mobile-specific intermediary replacement for the toll free service. This mobile intermediary entity or service can provide four primary call invocation types. Namely, calls can be invoked through a dialer of the mobile device, through a web interface accessed through the mobile device, through a mobile application executing on the mobile device, or through a personal assistant of similar service. The mobile intermediary entity or service can also provide rich, supplementary services for mobile callers. These services can include but are not limited to menu navigation, call continuity, caller geo-location awareness, and awareness of the caller's mobile network operator's identifier. Services natively provided by the called enterprise, such as call conferencing, can also be provided within the call.

Abstract: Methods and systems are provided that utilize the functionality of an end user device in binding a virtual desktop infrastructure (VDI) media client on an end user device with a VDI host client on a VDI server. In particular, the native operating system (OS) on the end user device may take a screen-shot of a quick response (QR) code displayed to a graphical user interface of the end user device. The end user device may provide information associated with the screen-shot of the QR code to a collaboration server where the collaboration server binds the VDI media client together with the VDI host client upon verifying the information associated with the screen-shot of the QR code.

Abstract: Systems and methods are provided to solve these and other problems and disadvantages of the prior art. A list of work items is received. A work item can be anything that a user may work on such as an email, an incoming call in a contact center, a trouble ticket, and the like. A user is identified to work on the list of work items. A virtual setting is created based on the list of work items and the user. The virtual setting includes a virtual list of work items that represents the list of work items and a user avatar that represents the user. The user can select a work item from the virtual list of work items. The user is then presented with the work item. For example, if the work item is an email, the email will be presented. The user can then process the work item.

Abstract: One exemplary aspect is advanced multimedia communications via OCAP using customer specific profiles resident in the STB for bill management. Aspects of the invention also relate to managing payment preferences, auto payment of bills or invoices, managing bill notification preferences, triggering a notification to be sent to one or more of an associated device and the STB upon receipt of a bill, analyzing an incoming bill with an intelligent agent and optionally initiating a communication to the vendor associated with a bill based on the analysis, acquiring additional information about the bill including an image of the bill and/or additional details, and forwarding invoice information to a destination associated with the STB.

Abstract: Methods and systems are provided that utilize the functionality of an end user device in binding a virtual desktop infrastructure (VDI) media client on an end user device with a VDI host client on a VDI server. In particular, the native operating system (OS) on the end user device may take a screen-shot of a quick response (QR) code displayed to a graphical user interface of the end user device. The end user device may provide information associated with the screen-shot of the QR code to a collaboration server where the collaboration server binds the VDI media client together with the VDI host client upon verifying the information associated with the screen-shot of the QR code.

Abstract: A first virtual group is dynamically created. A virtual group allows a supervisor or subject matter expert to virtually monitor contact center communications that an agent is currently associated with. The supervisor or subject matter expert can define criteria for a first event to create the virtual group. The first virtual group typically comprises a first agent avatar representing a first agent, a first monitoring avatar representing the supervisor or subject matter expert, and a first entity avatar representing a first customer. These avatars are created in a first virtual reality setting such as a virtual room. Using the first monitoring avatar, the supervisor or subject matter expert can virtually monitor a communication between the agent and the customer.

Abstract: Systems and methods are provided to solve these and other problems and disadvantages of the prior art. A list of work items is received. A work item can be anything that a user may work on such as an email, an incoming call in a contact center, a trouble ticket, and the like. A user is identified to work on the list of work items. A virtual setting is created based on the list of work items and the user. The virtual setting includes a virtual list of work items that represents the list of work items and a user avatar that represents the user. The user can select a work item from the virtual list of work items. The user is then presented with the work item. For example, if the work item is an email, the email will be presented. The user can then process the work item.

Abstract: A first communication device detects a failure on a communication channel of a primary network. Based on the failure, the first communication device sends communications directed to a second communication device to a secondary network. A secondary network domain controller sends the communications to the primary network via a different communication channel. This can be done by looking at an identifier such as an IP address. This can also happen based on being able to communicate between the secondary network and the primary network via the different communication channel. The primary network then sends the communication to the second communication device. In addition, communications from the second communication device are routed in a similar manner to the first communication device. Sending the communications back into the primary network allows users to have access to features not provided by the secondary network.

Abstract: The present invention provides mechanisms for sharing user information, including user authentication information, across communication networks and more specifically across networks separated by one or more Session Border Controllers (SBCs). The authentication of a user at one network can be leveraged by the second network to invoke one or more applications at the second network in connection with administering a communication session for the user.

Abstract: Utilization of stored of personalized information and communication preferences in a profile in a STB in a structured format or via cookies allows at least a combination of feature rich telephony applications, with the personalized data stored in STBs facilitating feature rich communications sessions. Providing advanced multimedia communications applications using personalized data resident in STBs could allow an entity to provide, for example, many previously unavailable services, and therefore provide considerable new business potential. The personal information stored in the STB can convey many exemplary benefits, such as communication preferences, alternate contact modalities, payment preferences, priority preferences, trusted contacts, personal information, as well as multimedia messaging, etc. The integration of the personal information with the intelligent personal agent also enhances the user experience.

Abstract: One exemplary aspect is advanced multimedia communications via OCAP using customer specific profiles resident in the STB for service application management. Additional aspects relate to service application management including filtering, controlling the display of content associated with one or more service applications, performing an action based on the service application, scheduling a communication based on the service application and initiating a request for service based on, for example, a detected problem. Still further aspects relate to managing information associated with a service application received at a STB including initiating a communication to a support representative.

Abstract: A first communication device detects a failure on a communication channel of a primary network. Based on the failure, the first communication device sends communications directed to a second communication device to a secondary network. A secondary network domain controller sends the communications to the primary network via a different communication channel. This can be done by looking at an identifier such as an IP address. This can also happen based on being able to communicate between the secondary network and the primary network via the different communication channel. The primary network then sends the communication to the second communication device. In addition, communications from the second communication device are routed in a similar manner to the first communication device. Sending the communications back into the primary network allows users to have access to features not provided by the secondary network.

Abstract: A technique is disclosed that enables a telecommunications user to initially enter a greeting message in a single media format such as either voice or text. Subsequently, this greeting message is used by a server in response to any communication event that arrives for the user, such as a voice call or an email message, regardless of the media format of the arriving communication event. When the server receives arrival notifications of various communication events, it generates a customized greeting message in response to that event and in the same media format as the event itself. In other words, the server represents a previously-prepared outgoing voice or text message i) as a voice message in response to an incoming voice call and ii) as a textual message in response to an email, SMS text message, or instant message.

Abstract: The present invention provides mechanisms for sharing user information, including user authentication information, across communication networks and more specifically across networks separated by one or more Session Border Controllers (SBCs). The authentication of a user at one network can be leveraged by the second network to invoke one or more applications at the second network in connection with administering a communication session for the user.

Abstract: A technique is disclosed that enables a telecommunications user to initially enter a greeting message in a single media format such as either voice or text. Subsequently, this greeting message is used by a server in response to any communication event that arrives for the user, such as a voice call or an email message, regardless of the media format of the arriving communication event. When the server receives arrival notifications of various communication events, it generates a customized greeting message in response to that event and in the same media format as the event itself. In other words, the server represents a previously-prepared outgoing voice or text message i) as a voice message in response to an incoming voice call and ii) as a textual message in response to an email, SMS text message, or instant message.

Abstract: One exemplary aspect is advanced multimedia communications via OCAP using customer specific profiles resident in the STB for calendar management. Additional aspects relate to invitation management including auto-calendaring, forwarding of an invitation details to a specific destination, conflict resolution, auto-rescheduling, global rescheduling and automatic reminders based on an invitation. Still further aspects relate to enabling confirmation of an appointment based on a received reminder and a technique to confirm an appointment with the ability to forward an appointment confirmed identifier to the appointment setter. Rescheduling routines are also provided for use with the calendaring application.

Abstract: One exemplary aspect is advanced multimedia communications via OCAP using customer specific profiles resident in the STB for bill management. Aspects of the invention also relate to managing payment preferences, auto payment of bills or invoices, managing bill notification preferences, triggering a notification to be sent to one or more of an associated device and the STB upon receipt of a bill, analyzing an incoming bill with an intelligent agent and optionally initiating a communication to the vendor associated with a bill based on the analysis, acquiring additional information about the bill including an image of the bill and/or additional details, and forwarding invoice information to a destination associated with the STB.