Abstract: A customer who is contacting customer care via a support session regarding a problem is classified into a customer category of multiple customer categories based at least on customer account information of the customer. A customer care topic in a predetermined set of multiple customer care topics that correspond to the problem is then identified via machine learning. A topic script that corresponds to the customer category of the customer for the customer care topic in the predetermined set of customer care topics is further retrieved or generated, in which the topic script includes one or more topic issues related to the customer care topics. The topic script is provided for presentation to a customer service representative (CSR) to prompt the CSR to discuss the one or more topic issues related to the customer care topic with the customer.

Abstract: The invention relates to an architecture that facilitates assigning and load balancing of rooms assigned to at least one server. In an illustrative embodiment, the method comprises retrieving a current number of assigned rooms to each server, retrieving a current number of unassigned rooms, determining a current server weight for each of at least a subset of the at least one server within the at least two distribution groups, determining a total server weight, and calculating the number of rooms to load for at least a given one of the at least one server based at least in part on the number of unassigned rooms, total server weight, and current server weight of the given one of the at least one server.

Abstract: The invention relates to an architecture that facilitates assigning and load balancing of rooms assigned to at least one server. In an illustrative embodiment, the method comprises retrieving a current number of assigned rooms to each server, retrieving a current number of unassigned rooms, determining a current server weight for each of at least a subset of the at least one server within the at least two distribution groups, determining a total server weight, and calculating the number of rooms to load for at least a given one of the at least one server based at least in part on the number of unassigned rooms, total server weight, and current server weight of the given one of the at least one server.

Abstract: A system establishes a telephone call between a calling party and a called party. The system receives a telephone call connection request, including identification of the called party, from the calling party and determines, based on the identification information, if the called party is currently connected to a data network. If the called party is currently connected to the data network, the system establishes the telephone call between the calling party and an instant messaging client of the called party.

Abstract: A method including providing a PDA having a processor, a memory coupled to the processor, a GPS receiver coupled to the processor and a RF transponder capable of communicating using Internet Protocol; storing user identification information in the memory; storing medical history information in the memory; determining location using the GPS receiver; transmitting the determined location to a service using the RF transponder; and in response to a request of emergency service by a user of the PDA, contacting the service and transmitting an emergency request to the service using the RF transponder.

Abstract: A system establishes a telephone call between a calling party and a called party. The system receives a telephone call connection request, including identification of the called party, from the calling party and determines, based on the identification information, if the called party is currently connected to a data network. If the called party is currently connected to the data network, the system establishes the telephone call between the calling party and an instant messaging client of the called party.

Abstract: A system establishes a telephone call between a calling party and a called party. The system receives a telephone call connection request, including identification of the called party, from the calling party and determines, based on the identification information, if the called party is currently connected to a data network. If the called party is currently connected to the data network, the system establishes the telephone call between the calling party and an instant messaging client of the called party.

Abstract: A method including providing a PDA having a processor, a memory coupled to the processor, a GPS receiver coupled to the processor and a RF transponder capable of communicating using Internet Protocol; storing user identification information in the memory; storing medical history information in the memory; determining location using the GPS receiver; transmitting the determined location to a service using the RF transponder; and in response to a request of emergency service by a user of the PDA, contacting the service and transmitting an emergency request to the service using the RF transponder.

Abstract: A method including providing a PDA having a processor, a memory coupled to the processor, a GPS receiver coupled to the processor and a RF transponder capable of communicating using Internet Protocol; storing user identification information in the memory; storing medical history information in the memory; determining location using the GPS receiver; transmitting the determined location to a service using the RF transponder; and in response to a request of emergency service by a user of the PDA, contacting the service and transmitting an emergency request to the service using the RF transponder.

Abstract: A system establishes a telephone call between a calling party and a called party. The system receives a telephone call connection request, including identification of the called party, from the calling party and determines, based on the identification information, if the called party is currently connected to a data network. If the called party is currently connected to the data network, the system establishes the telephone call between the calling party and an instant messaging client of the called party.

Abstract: Processes and apparatus for collection and delivery of voice messages. The process includes identifying information indicative of a calling party attempting to complete a call to a another party and then identifying that a condition other than ring no answer or normal busy exists preventing the calling party from completing a call to the another party. In response to identifying that a condition exists that prevents call completion, the process includes storing a message from the calling party to the another party in a memory, storing the information indicative of the calling party in the memory and attempting to deliver the stored message to the another party at a later time.

Abstract: A system establishes a telephone call between a calling party and a called party. The system receives a telephone call connection request, including identification of the called party, from the calling party and determines, based on the identification information, if the called party is currently connected to a data network. If the called party is currently connected to the data network, the system establishes the telephone call between the calling party and an instant messaging client of the called party.

Abstract: A method and related apparatus for delivering a message from a calling party at a calling station to a called party at a called station, the method including: in response to an unsuccessful attempt to communicate from the calling station to the called station, storing a message from the calling station, using a messaging system, for later delivery to the called station; obtaining address information, using the messaging system, for the calling party and for the called station, from the calling station; attempting to deliver the message, using the messaging system, to the called station by initiating a communication from the messaging system to the called station using the address information for the called station that was obtained from the calling station; determining, using the messaging system, whether the message delivery attempt was successful; and, in response to successful delivery of the message, attempting to notify the calling party that the message to the called station was successfully delivered.