Abstract: A computing device including a processing 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 device, system, and method determines a prioritized location for an automated vehicle to move. The method performed at a contact center includes performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence. The method includes determining location data corresponding to the electronic device, the location data being a location of the electronic device. The method includes determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center. The method includes transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.

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: 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: Back-to-back Web Real-Time Communication (WebRTC) virtual agents, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method for providing back-to-back virtual WebRTC agents comprises receiving, by a WebRTC server executing on a computing device, a WebRTC offer/answer exchange between first and second WebRTC clients. The method further comprises instantiating one or more virtual WebRTC agents. The method also comprises establishing a first WebRTC interactive flow between the first WebRTC client and one of the one or more virtual WebRTC agents, and a second WebRTC interactive flow between the second WebRTC client and one of the one or more virtual WebRTC agents. The method additionally comprises directing a content of the first WebRTC interactive flow to the second WebRTC interactive flow, and a content of the second WebRTC interactive flow to the first WebRTC interactive flow, via the one or more virtual WebRTC agents.

Abstract: Mechanisms for controlling a light system are provided. A first business metric value is received that quantifies a business metric relevant to a business-related entity at a respective time. An illumination state of a plurality of different illumination states of the light system based on the first business metric value is determined. Each illumination state corresponds to an emission of a pattern of electromagnetic radiation of a plurality of different patterns of electromagnetic radiation. The light system is positioned in a location associated with the business-related entity. The light system is signaled to enter the first illumination state.

Abstract: The embodiments relate to the presentation of business and personal performance quantifiers of a user in association with each other. In a non-limiting embodiment, the business and personal performance quantifiers of the user are presented relative to a particular period of time. The embodiments allow the user to assess if a cause-effect relationship exists between the business and personal performance quantifiers. As a result, the user may modify a personal and/or a business activity in order to improve a personal and/or business performance. A method provided includes a personal computing device receiving, over a first period of time, business activity performance quantifiers, receiving, over the first period of time, personal activity quantifiers of the user, generating a dashboard view comprising a visual representation of the business activity performance quantifiers and the personal activity quantifiers relative to the first period of time, and presenting the dashboard view on a display device.

Abstract: A lighting structure having a climate sensor is disclosed. In one example, a lighting structure includes at least one light source and at least one climate sensor. Each climate sensor is configured to determine at least one ambient climate characteristic value that quantifies an ambient climate characteristic at a location distant from the lighting structure. For example, an ambient climate characteristic may be an ambient temperature of a distant object in the same room as the lighting structure. The lighting structure also includes a controller in communication with the at least one climate sensor. The controller is configured to receive the at least one ambient climate characteristic value from the at least one climate sensor. The controller is further configured to transmit information based on the at least one ambient climate characteristic value to a network.

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: Activity-aware intelligent alerting and delivery of electronic short messages, and related methods, apparatuses, and computer-readable media are also disclosed. In one embodiment, a method for providing intelligent alerting and delivery of an electronic short message comprises receiving an electronic short message directed to a recipient device of a recipient and originating from a sender device of a sender, and determining an interruption indicator that indicates a recipient activity priority relative to a delivery priority of the electronic short message. The method also comprises automatically generating one or more alerting parameters and one or more delivery parameters based on the interruption indicator, and delivering the electronic short message to the recipient device based on the one or more alerting parameters and the one or more delivery parameters. In this manner, unnecessary interruption of the recipient may be minimized while assuring timely delivery of important electronic short messages.

Abstract: Embodiments include methods, apparatuses, and systems for generating an action item in response to a detected audio trigger during a conversation. Embodiments relate to generation of one or more action items in response to detection of an audio trigger, such as a spoken command, keyword, audio tone or other indicator, which is detected during a conversation, such as an audio or video conference or peer-to-peer conversation. The audio trigger and a portion of the conversation are then used to generate an action item relating to the audio trigger and an accompanying portion of the conversation. By automatically generating action items in real time as part of a conversation, action items can be captured and stored more efficiently, and the participants in the conversation are allowed greater confidence that all items requiring follow up actions are properly stored and organized.

Abstract: Providing mobile device location as a proxy location for an access point in response to mobile device association with the access point, and related methods, devices, and systems are disclosed. In one embodiment, a mobile device receives signals from a transmitter(s). Based on the received signals, the mobile device determines its current location. The mobile device also establishes an association with an access point device. In response to the association, the mobile device transmits to a location server an identification of the access point device and the current location of the mobile device as a proxy location for the access point device. In this manner, the location server may determine a location of the access point device while maintaining the privacy of user(s) of the mobile device(s). The location server may provide the access point device location to user device(s) to allow the user device(s) to determine its location.

Abstract: Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

Abstract: Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

Abstract: Distributed application of enterprise policies to WebRTC interactive sessions, and related methods, systems, and computer-readable media are disclosed. In this regard, in one embodiment, a method for applying an enterprise policy to a WebRTC interactive session comprises receiving, by a distributed policy enforcement agent of a recipient device, a WebRTC session description object directed to the recipient device originating from a sender device via a secure network connection. The method further comprises determining, by the distributed policy enforcement agent, one or more enterprise policies based on the WebRTC session description object. The method additionally comprises applying the one or more enterprise policies to the WebRTC session description object. In this manner, an enterprise may permit establishment of a WebRTC interactive session that crosses an enterprise network boundary, while at the same time ensuring that the WebRTC interactive session complies with the one or more enterprise policies.

Abstract: Enhancing privacy by obscuring Traversal Using Relays around Network Address Translator (TURN) connections, and related methods, systems, and computer-readable media are disclosed herein. In one embodiment, a method comprises obtaining, by a TURN client, one or more candidate addresses comprising a TURN relayed transport address of a TURN server. The method further comprises generating a camouflaged candidate list, based on the candidate addresses, in which the TURN relayed transport address is obscured; generating a connection setup message comprising the camouflaged candidate list; and sending the connection setup message to a TURN peer executing on a computing device. In another embodiment, a method comprises receiving, by a TURN server, a request for a provision of a first TURN service from a TURN client to connect to a TURN peer. The method further comprises masking a presence of the TURN server to the TURN peer, and relaying communications based on the masking.

Abstract: Contact center interactive text stream wait treatments are disclosed. A user device initiates a communication interaction with an automated contact center device (ACCD). A text stream comprising a plurality of text components is from the ACCD during an agent wait period. The text components of the text stream are provided for presentation in a display area of a display during the agent wait period.

Abstract: Disclosed herein are systems, methods, and non-transitory computer-readable storage media for automatically establishing trusted relationships between users across organizational boundaries. A user makes a request to his system to create a trusted relationship with an individual of another organization. The system then analyzes the previous communication history between the user and the other individual, and, based on that analysis, sends a query to the other individual's system. The system then receives a response from the other individual's system, and if the response matches an expected response the system forms a trusted relationship between the user and the other individual.

Abstract: Embodiments include managing Identity Provider (IdP) identifiers for Web Real-Time Communications (WebRTC) interactive flows, and related methods, systems, and computer-readable media. In one embodiment, a method for managing IdPs comprises selecting, by a WebRTC client executing on a computing device, one or more preferred IdP identifiers indicated by one or more preferences from a plurality of IdP identifiers corresponding to a plurality of IdPs for providing identity assertions during an establishment of a WebRTC interactive flow. The method further comprises obtaining one or more identity assertions from respective ones of the plurality of IdPs corresponding to the one or more preferred IdP identifiers. The method also comprises providing, during the establishment of the WebRTC interactive flow, the one or more identity assertions. In this manner, an entity may specify the IdP used for identity authentication, and the number of identity assertions provided during initiation of the WebRTC interactive flow.

Abstract: Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.