Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract: A system and method for recording media for a contact center allows for call event tagging and call recording stitching. A processor receives call metadata for a telephony call. The call includes a link to a recording of media exchanged during the telephony call. The processor receives a call event associated with the telephony call. The call event includes a timestamp of when the event occurred during the telephony call. The processor stores the call metadata and the call event in a database record. The processor retrieves the database record for displaying the call event on a display device. A user command is received for identifying the call event in response to the display on the display device. A portion of the recording associated with the call event is retrieved in response to the user command. An audible rendering is then provided of the retrieved portion of the recording.

Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

Abstract: A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

Abstract: A system and method for handling call recording failures for a contact center. A processor receives information on a first media controller currently assigned to a telephony call. The first media controller bridges a first media path between the first and second communication devices and records, into a storage device, media exchanged in the first media path during the telephony call. The processor detects failure of the first media controller during the telephony call, where the failure of the first media controller tears down the first media path. In response to detecting the failure, the processor bridges a second media path between the first and second communication devices until a second media controller is identified. In response to the second media controller being identified, the second media controller is signaled to bridge and record media exchanged during the telephony call.

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract: A system and method for providing contact center services in a hybrid operations environment. A first controller in a first operations environment is configured to receive a first message for establishing a media session, and transmit a request for media service. A media controller in a second operations environment is configured to provide media to a target device during the media session in response to the request; receive during the media session a second message from the first controller; and control the media based on the second message from the first controller.

Abstract: A system for providing failover capabilities in a hybrid operations environment including a first operations environment and a second operations environment includes a first controller in a first operations environment configured to receive registration information for an agent device, and a second controller in a second operations environment configured to receive the registration information from the first controller. The first controller is a stand-by controller and the second controller is a primary controller. In response to determining that the second controller is not available for routing an inbound call, a media gateway is configured to transmit a request to the first controller in the first operations environment for routing the call to the agent device.

Abstract: A system and method for providing contact center services in a hybrid operations environment including a first operations environment and a second operations environment. A controller in the first operations environment receives information on a call involving an end user device. A first media service is provided during a first portion of the call, and second media service is provided during a second portion of the call. The providing of the first media service includes transmitting by the controller a request for the first media service to a first media resource in the second operations environment. The first media resource transmits first media to the end user device in response. The providing of the second media service includes transmitting by the controller a request for the second media service to a second media resource in the first operations environment. The second media resource transmits second media to the end user device in response.

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract: This invention relates to a heat-sealable laminate, comprising: a facestock having an upper surface and a lower surface; a heat-activatable first adhesive layer underlying the lower surface of the facestock; and a second adhesive layer overlying the upper surface of the facestock, with the proviso that the laminate is characterized by the absence of either an adhesion promoting layer or an abrasion-resistant transparent coating layer positioned between the upper surface of the facestock and the second adhesive layer. These heat-sealable laminates may be used in providing pictorial and/or print designs or messages (e.g., labels, decals, etc.) that can be adhered to substrates (e.g., metal, plastic, leather, paper or textile substrates) such as automotive interior surfaces, hard plastic component parts, consumer durable goods, and the like.

Abstract: This invention relates to a heat-sealable laminate, comprising: a facestock having an upper surface and a lower surface; a heat-activatable first adhesive layer underlying the lower surface of the facestock; and a second adhesive layer overlying the upper surface of the facestock, with the proviso that the laminate is characterized by the absence of either an adhesion promoting layer or an abrasion-resistant transparent coating layer positioned between the upper surface of the facestock and the second adhesive layer. These heat-sealable laminates may be used in providing pictorial and/or print designs or messages (e.g., labels, decals, etc.) that can be adhered to substrates (e.g., metal, plastic, leather, paper or textile substrates) such as automotive interior surfaces, hard plastic component parts, consumer durable goods, and the like.

Abstract: A low viscosity hot melt acrylic pressure sensitive adhesive polymer is formed by bulk polymerization of at least one alkyl acrylate monomer containing from about 4 to 8 carbon atoms in the alkyl group and present in an amount of from about 60 to about 95% by weight of the polymer, from 1 to about 10% by weight of a copolymerizable amide monomer, from 1 to 10% by weight of a copolymerizble carboxylic acid, and a positive amount up to about 6% by weight of the monomers of a copolymerizable anhydride, said polymer formed thermally reversible crosslinks with a metal cation having a valence of from 2 to 4. Viscosity of the polymer is typically from 2 to 8 Pa.s at 150.degree. C. as formed and increases up to 100 Pa.s at 150.degree. C. on addition of the metal cation.

Abstract: A picture transmission system for transmitting a video signal of compressed bandwidth in which the transmitting station is provided with circuitry for dividing a picture to be transmitted into a plurality of blocks containing a checkerboard pattern of picture elements and regularly sampling video signals along corresponding diagonal rows of picture elements in the respective blocks, and a transmitter responsive to the output of the sampling circuitry for transmitting the sampled video signals of one frame at a reduced bandwidth over a communication channel; and in which the receiving station is provided with a frame memory for temporarily storing transmitted video signals of one frame, and circuitry for playing back the video signals of one frame at the original high bandwidth frequency.