Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

Abstract: Providing origin insight via Session Traversal Utilities for Network Address Translation (STUN) messages for web applications, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing origin insight for web applications via STUN messages comprises determining an origin identifier for a web application attempting to send a STUN message to a STUN server; generating the STUN message incorporating the origin identifier for the web application; and transmitting the STUN message to the STUN server. In another embodiment, a method for providing STUN services to web applications comprises receiving a STUN message from a web client, and extracting an origin identifier for a web application. Provision of a STUN service to the web application is determined based on the origin identifier. If the STUN service should not be provided, the STUN message is rejected or disregarded; otherwise the STUN message is processed.

Abstract: Systems and methods for controlling the privileges of participants in a multiparty interaction are described, wherein participants in the multiparty interaction are distributed among a plurality of areas, each area having different privileges, and further wherein a participant may obtain the privileges of another area by moving to the other area.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for providing multimodal interaction aids in multimedia events. The system presents a multimedia event to a participant which has limited access to the multimedia event, wherein the limited access prevents the participant from experiencing every mode of the multimedia event. The system also generates a cue associated with the multimedia event, wherein the cue is structured according to the limited access of the participant. The system then transmits the cue to a device associated with the participant.

Abstract: Embodiments include providing network management based on monitoring Quality of Service (QoS) characteristics of Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for providing network management based on monitoring QoS characteristics of WebRTC interactive flows is provided. The method comprises obtaining, by a QoS acquisition agent of a WebRTC client executing on a computing device, a WebRTC interactive flow QoS characteristic that indicates a quality of a WebRTC interactive flow over a network. The method further comprises communicating, by the QoS acquisition agent, the WebRTC interactive flow QoS characteristic to a QoS monitoring agent external to the WebRTC client. The method additionally comprises initiating, by the QoS monitoring agent, a network management task based on the WebRTC interactive flow QoS characteristic.

Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.

Abstract: Bandwidth-efficient archiving of real-time interactive flows is disclosed herein. Related methods, systems, and computer-readable media are also disclosed. In this regard, in one embodiment, a method for archiving a real-time interactive flow is provided. The method comprises receiving, by a computing device, a real-time interactive flow, and forking the real-time interactive flow at the computing device as an archival stream. The method also comprises streaming the archival stream from the computing device to an archival repository at an adjustable streaming rate. The method additionally comprises measuring a change in a performance characteristic of the real-time interactive flow, and modifying the adjustable streaming rate based on the change in the performance characteristic of the real-time interactive flow. In this manner, a real-time interactive flow may be duplicated in a bandwidth-sensitive fashion while capturing a high-quality archive of the real-time interactive flow.

Abstract: Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

Abstract: Intelligent notification of requests for real-time online interaction, and related methods, systems, and computer-readable media are disclosed. In this regard, in one embodiment, a method for intelligently processing a request for real-time online interaction comprises receiving, by a computing device, a request for real-time online interaction directed to a recipient identifier associated with a recipient device of a recipient and originating from a requestor device of a requestor. The method further comprises determining, by the computing device, an interruption indicator that indicates a recipient activity priority relative to a delivery priority of the request for real-time online interaction. The method additionally comprises delivering a notification of the request for real-time online interaction to the recipient device of the recipient, responsive to the interruption indicator indicating that the delivery priority of the request for real-time online interaction exceeds the recipient activity priority.

Abstract: Methods and apparatuses for covert transmission of an assistance request message from a wearable computing device are disclosed. In one embodiment, a wearable computing device receives a covert input and transmits a corresponding assistance request message without presenting an indication that such a request message is being, or has been, transmitted. Thus, a user in an emergency situation, which may worsen if a corresponding perpetrator detects a call for emergency assistance, can use the wearable computer device to send an assistance request message in a covert manner.

Abstract: Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

Abstract: A computing device including a processor device determines that a contact center agent (CCA) is in a non-contact session mode. A particular open conference session of a plurality of open conference sessions is identified. A CCA device associated with the CCA is connected to the particular open conference session.

Abstract: A communication endpoint is configured to record content, which may be audio content, video content, and/or other content, and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user-initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermined amount of time may be transmitted when the communication session has been established.

Abstract: A communication endpoint is configured to record content, which may be audio content, video content, and/or other content, and send the recorded content to an endpoint, such as a contact center. In one instance, the communication endpoint initiates content recording upon the detection of an outbound user-initiated request, such as an emergency request, and transmits the recorded content when the communication session has been established. As another example, the communication endpoint may record content in a circular manner such that a latest content corresponding to a predetermined amount of time may be transmitted when the communication session has been established.

Abstract: A method and apparatus for delivering a message. A plurality of audio messages destined for a recipient is received from a corresponding plurality of senders. Each of the plurality of audio messages includes a corresponding first sender designated priority designated by the corresponding sender. Member configuration data that identifies a first recipient prioritization attribute is accessed. A prioritized list of the plurality of audio messages is generated based on both the corresponding first sender designated priority and the first recipient prioritization attribute associated with the each of the plurality of audio messages. A subset of the plurality of audio messages is provided to a client device associated with the recipient based on the prioritized list.

Abstract: A wearable computing device. The wearable computing device includes a wireless communications interface and a processor device coupled to the wireless communications interface. The processor device is configured to monitor a personal performance activity of a wearer of the wearable computing device. The processor device is further configured to receive, via the wireless communications interface, a business performance metric alert that indicates that a business performance metric quantifier that quantifies a business performance metric of an individual is an undesirable value. The processor device is further configured to signal a wearer of the wearable computing device that the wearable computing device has received the business performance metric alert.

Abstract: Enhancing media characteristics during Web Real-Time Communications (WebRTC) interactive sessions by using Session Initiation Protocol (SIP) endpoints, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method comprises intercepting, by a media redirection agent of a WebRTC client executing on a computing device, a WebRTC initiation token. The method further comprises generating a SIP endpoint WebRTC token based on the WebRTC initiation token, and sending the SIP endpoint WebRTC token to a remote endpoint. The method also comprises establishing a WebRTC interactive session between the remote endpoint and a SIP endpoint based on the SIP endpoint WebRTC token. By leveraging the audio and/or video functionality of the SIP endpoint, the media characteristics of the WebRTC interactive session may be enhanced, resulting in an enhanced user experience.

Abstract: A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.