Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing assistance for customer service agents are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, customer interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, a customer summary file that reflects characteristics of the first user. The actions further include, based on the customer interaction data and the customer summary file, determining, by the computing device, instructions for the second user to continue interacting with the first user during the interaction between the first user and the second user. The actions further include, based on determining the instructions, providing, for output to the second user, the instructions for the second user to continue interacting with the first user.

Abstract: A dynamic data pool on ad-hoc networks. The present example provides for a “swarm” of nodes that share or provide a “repository” of shared dynamic data. The swarm is a collection of nodes connected via networks, including but not limited to Wireless personal area network (“PAN”), local area network (“LAN”), wide area network (“WAN”) and/or the like. The dynamic data pool may be implemented by an application program, with network connectivity provided through programs constructed in a layered structure (“network stack”) or the like. Provision is made for initializing the swarm, for nodes entering and leaving the swarm, and other functions for managing the swarm.

Abstract: Alternative software architectures for a dual mode wireless communication device and methods of use are provided for efficient and effective use of the processor and memory capabilities of first and second air interface processors on a dual mode wireless communication device. The alternative architectures efficiently distribute a plurality of operational modules across the processors for efficient dual mode operation of a dual mode wireless communication device. Procedures for transitioning into a second air interface mode from a first air interface mode and vice versa are also disclosed. These seamless transitions can be based on user preferences and/or real time environmental variables such as signal strength or availability.

Abstract: Alternative software architectures for a dual mode wireless communication device and methods of use are provided for efficient and effective use of the processor and memory capabilities of first and second air interface processors on a dual mode wireless communication device. The alternative architectures efficiently distribute a plurality of operational modules across the processors for efficient dual mode operation of a dual mode wireless communication device. Procedures for transitioning into a second air interface mode from a first air interface mode and vice versa are also disclosed. These seamless transitions can be based on user preferences and/or real time environmental variables such as signal strength or availability.

Abstract: A dynamic data pool on ad-hoc networks. The present example provides for a “swarm” of nodes that share or provide a “repository” of shared dynamic data. The swarm is a collection of nodes connected via networks, including but not limited to Wireless personal area network (“PAN”), local area network (“LAN”), wide area network (“WAN”) and/or the like. The dynamic data pool may be implemented by an application program, with network connectivity provided through programs constructed in a layered structure (“network stack”) or the like. Provision is made for initializing the swarm, for nodes entering and leaving the swarm, and other functions for managing the swarm.

Abstract: An embodiment of the present invention is a technique to manage elapsed time performance. Current baseline statistics on N performance components are obtained for a set of programs belonging to a single workload group. N current component performance values associated with the N performance components are obtained in a current measurement for the set of programs at the beginning of a current monitoring cycle. A control component is selected from the N performance components based on the current baseline statistics and the N current component performance values. A control value is applied to an operation corresponding to the control component in the set of programs. A next monitoring cycle is waited for.

Abstract: A radio system includes a radio frequency (RF) integrated circuit (IC), a baseband digital signal processing (DSP) IC, and a serial digital interface coupling data there-between. In one embodiment of the invention, the RF IC has an input receiver to receive a serial digital transmission bit stream from a digital signal processing integrated circuit; a data recoverer coupled to the input receiver to recover digital data bits from the serial digital transmission bit stream; a low pass filter coupled to the data recoverer convert the digital data bits into an analog transmission signal; a mixer coupled to the low pass filter to up-convert the analog transmission signal from a baseband frequency to a second selectable carrier frequency as a transmit radio frequency signal; and an amplifier coupled to the mixer and an antenna, the amplifier to amplify the transmit radio frequency signal for broadcast over the antenna.

Abstract: Alternative software architectures for a dual mode wireless communication device and methods of use are provided for efficient and effective use of the processor and memory capabilities of first and second air interface processors on a dual mode wireless communication device. The alternative architectures efficiently distribute a plurality of operational modules across the processors for efficient dual mode operation of a dual mode wireless communication device. Procedures for transitioning into a second air interface mode from a first air interface mode and vice versa are also disclosed. These seamless transitions can be based on user preferences and/or real time environmental variables such as signal strength or availability.

Abstract: Remote routers are configured to block the return path to malicious websites with the use of split tunneling while allowing paths to third party resource websites. The iBGP protocol runs on the agent's router, advertises routes and enables the head-end to set up a policy at each remote router. Enterprise policies for blocking access to “blackholed” website addresses are centrally administered but third party website traffic is not routed to the enterprise's network resources. Since remote offices may connect directly to third party websites, latency is minimized and network resources at the enterprise are not unduly burdened.

Abstract: A radio system includes a radio frequency (RF) integrated circuit (IC), a baseband digital signal processing (DSP) IC, and a serial digital interface coupling data there-between. In one embodiment of the invention, the RF IC has an input receiver to receive a serial digital transmission bit stream from a digital signal processing integrated circuit; a data recoverer coupled to the input receiver to recover digital data bits from the serial digital transmission bit stream; a low pass filter coupled to the data recoverer convert the digital data bits into an analog transmission signal; a mixer coupled to the low pass filter to up-convert the analog transmission signal from a baseband frequency to a second selectable carrier frequency as a transmit radio frequency signal; and an amplifier coupled to the mixer and an antenna, the amplifier to amplify the transmit radio frequency signal for broadcast over the antenna.

Abstract: A voice over Internet protocol (VoIP) system and more particularly, an improved VoIP system serving a distributed group of teleagents. Network parameters that affect voice quality over broadband connections are rapidly detected by generating both detected and subjective alerts when problems with the quality of a IP telephone connection are detected and correcting the detected problems. Network parameters are monitored during an actual VoIP telephone call or by using synthetic traffic. If the voice quality degrades for a particular teleagent, the teleagent is removed from the pool of available agents until voice quality improves. Alternatively, the voice quality of each teleagent may be ranked according to the service provided.

Abstract: A cascaded amplifier is integrated within an integrated circuit with a cascaded ground bus. The cascaded ground bus provides two ground points at opposite ends. Each amplifier ground of each amplifier stage couples to the ground wire there between. The cascaded ground bus substantially reduces the parasitic inductance in the emitter leg of each IC transistor within each amplifier. The lay out of the cascaded ground bus wire is tightly coupled to the lay out of the input wires so that their respective parasitic inductances are magnetically coupled together to form a mutual inductance. The mutual inductance effectively cancels the effect of the ground return inductance due to them being similar inductance values and having the same ground loop current flowing through them in opposite directions.