Abstract: Systems and methods for creating a private interaction space within an existing multiparty interaction are described, wherein a subset of a plurality of participants in a multiparty interaction can establish a private interaction space in which the subset of the plurality of participants can continue to hear and observe communications in the overall multiparty interaction while communicating privately with other participants in the private interaction space.

Abstract: Systems and methods for creating a new multiparty interaction among a subset of a plurality of participants in an existing multiparty interaction from within the existing multiparty interaction are described, wherein the new multiparty interaction is established based on authentications, presentation materials, and/or settings of the existing multiparty interaction.

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: Systems and methods for queue-based promotion within a multiparty interaction are described, wherein a participant in the multiparty interaction can join a promotion queue by making a promotion request, then be automatically promoted from an audience area of the multiparty interaction to a presentation area of the multiparty interaction based on the participant's position in the promotion queue.

Abstract: Systems and methods for providing capabilities to participants in a multiparty interaction are described, wherein the multiparty interaction is divided into a plurality of areas, and each area is provided with a different set of interaction capabilities. The interaction capabilities for a given area may be defined with respect to other participants within the given area, with respect to other participants outside of the given area, with respect to other participants in a specified area outside of the given area, and/or with respect to all other participants.

Abstract: Application of enterprise policies to Web Real-Time Communications (WebRTC) interactive sessions using an enterprise Session Initiation Protocol (SIP) engine, and related methods, systems, and computer-readable media are disclosed. In one embodiment, a method comprises receiving, by session token converter of enterprise device, an incoming WebRTC session description token. The method comprises generating, by session token converter, outgoing SIP request message. The method comprises sending, by session token converter, outgoing SIP request message to enterprise SIP engine and applying, by enterprise SIP engine, enterprise policies based on outgoing SIP request message. The method comprises, responsive to applying enterprise policies, sending incoming SIP request message to enterprise device. The method comprises converting, by session token converter, incoming SIP request message into outgoing WebRTC session description token, and sending outgoing WebRTC session description token to a target device.

Abstract: A method and apparatus for controlling audio signals associated with a plurality of conferences. A user interface is displayed that depicts a first defined area and a second defined area. The first defined area is associated with a first conference and the second defined area is associated with a second conference. A first plurality of participant identifiers is displayed in association with the first defined area, and each of the plurality of participant identifiers corresponds to a different participant of a plurality of participants in the first conference. Aural position identifiers are determined for each participant associated with the first conference, and an aural position identifier is selected for the second conference. Audio signals are provided at aural positions identified by the aural position identifiers, enabling the user to correlate the voices of different participants with corresponding locations on the user interface, and to listen to multiple conferences simultaneously.

Abstract: A method and apparatus for displaying information about a message. A subset of audio messages is received based on a prioritized list of a plurality of audio messages. The prioritized list of audio messages is prioritized based on a first sender designated priority and a first recipient prioritization attribute corresponding to each of the plurality of audio messages. For each audio message in the subset, a first sender priority indicium indicative of the first sender designated priority of each audio message, and a recipient priority indicium indicative of a priority corresponding to the first recipient prioritization attribute of each audio message, are displayed.

Abstract: An instant text message conductor is provided. A server device receives an instant text message from a user entity. The instant text message is addressed to a conductor entity. It is determined that a previous instant text message from the user entity was sent to a first potential responder entity. The instant text message is sent to the first potential responder entity. The server device determines that no response to the instant text message will be received from the first potential responder entity within a first period of time. A second potential responder entity is selected from a predetermined set of potential responder entities. The previous instant text message, a first response instant text message sent by the first potential responder entity in response to the previous instant text message, and the current instant text message are sent to the second potential responder entity.

Abstract: Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.

Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.

Abstract: Selecting deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically determines a contact load parameter and a contact load threshold for a contact center. If the contact load parameter for the contact center exceeds the contact load threshold, the controller automatically selects one or more deployable resources from a resource pool by receiving personal information about each of the deployable resources in the resource pool via a respective wearable device configured to be worn by each deployable resource and comparing the personal information based on a selection criterion for each deployable resource. The controller selects one or more deployable resources based on the comparisons. The selected deployable resources are then notified to request their assistance with respect to the contact center.

Abstract: Authorizing deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically receives personal information about a deployable resource via a wearable device configured to be worn by the deployable resource. The personal information is based on information determined by the wearable device while the wearable device is being worn by the deployable resource. The controller automatically compares the personal information of the deployable resource to a criterion associated with a task and automatically determines, based on the comparing, whether the deployable resource is permitted to proceed with the task. If the controller determines that the deployable resource is permitted to proceed with the task, the controller permits the deployable resource to proceed with the task.

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: Embodiments include acquiring and correlating Web Real-Time Communications (WebRTC) interactive flow characteristics, and related methods, systems, and computer-readable media. In one embodiment, a method for acquiring and correlating characteristics of WebRTC interactive flows comprises receiving, by an acquisition agent of a WebRTC client executing on a computing device, a peer connection initiation dialog for establishing a WebRTC interactive flow. The method further comprises determining, by the acquisition agent, one or more characteristics of the WebRTC interactive flow based on the peer connection initiation dialog. The method additionally comprises receiving, by a correlation agent, the one or more characteristics of the WebRTC interactive flow from the acquisition agent, and storing the one or more characteristics of the WebRTC interactive flow.

Abstract: A method for sharing content with participants in a conference including establishing a network conference session, identifying restricted content to be shared, and identifying global content which is a subset of the restricted content. The method further includes the steps of identifying a global participant group for the network conference session wherein members of the global participant group attend the network conference session using one or more communication devices, identifying a restricted participant group for the network conference session wherein members of the restricted participant group attend the network conference session using one or more communication devices, transmitting the restricted content to the restricted participant group, and transmitting the global content to the global participant group.

Abstract: Methods, apparatuses, and computer-readable media for initiating an application for participants of a conference are disclosed. In one embodiment, a method is provided for concurrently initiating an application for participants of a conference. A conference may be established including a plurality of participant user devices. A request may be received from a participant user device in the conference to assign an application to the conference after the conference has been established. The application may be assigned to the conference. In response to the assigning the application to the conference, initiation of the application for use on each of the plurality of participant user devices in the conference may be concurrently requested. Apparatuses and computer-readable media having instructions for providing the method are also disclosed.

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: A network-connected semi-fixed location telephone is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network-connected semi-fixed location telephone also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location outside the network-connected semi-fixed location telephone. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network-connected semi-fixed location telephone further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver or may be part of the same component.

Abstract: A network-connected access point is disclosed having a network access transceiver configured to provide access to a network for computing devices in communication therewith. The network access point also comprises one or more environmental sensors each configured to determine at least one environmental characteristic value that quantifies an environmental characteristic at a location distant from the network access point. Without limitation, environmental characteristics include temperature, humidity, sound, light, motion, and air quality, The network access point further comprises a sensor controller in communication with the at least one environmental sensor. The sensor controller may be separate from the network access transceiver, or may be part of the same component.