Abstract: Embodiments disclosed herein enable enhanced communication with an application service provider. In a particular embodiment, a method provides, in a user communication device, collecting medical telemetry of a user of the user communication device. Upon identifying at least one abnormality in the medical telemetry, the method provides determining that the at least one abnormality indicates that the user is experiencing a health issue based on identifying a lack of non-medical telemetry indicating a reason, other than the health issue, for the at least one abnormality. In response to determining that the at least one abnormality indicates that the user is experiencing the health issue, the method provides initiating a real-time user communication from the user communication device to a contact center.

Abstract: Embodiments disclosed herein provide methods, systems, and computer readable storage media for facilitating enhanced communication with an application service provider based on medical telemetry collected by a user device. In a particular embodiment, a method provides collecting medical telemetry of a user of the user communication device and processing the medical telemetry to identify abnormalities therein. Upon identifying at least one abnormality in the medical telemetry, the method provides determining whether the at least one abnormality indicates that the user is experiencing a health issue. After determining that the at least one abnormality indicates that the user is experiencing the health issue, the method provides transferring a health notification indicating the health issue to the application service provider.

Abstract: Embodiments disclosed herein provide methods, systems, and computer readable storage media for facilitating enhanced communication with an application service provider based on medical telemetry collected by a user device. In a particular embodiment, a method provides collecting medical telemetry of a user of the user communication device and processing the medical telemetry to identify abnormalities therein. Upon identifying at least one abnormality in the medical telemetry, the method provides determining whether the at least one abnormality indicates that the user is experiencing a health issue. After determining that the at least one abnormality indicates that the user is experiencing the health issue, the method provides transferring a health notification indicating the health issue to the application service provider.

Abstract: Methods for analyzing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.

Abstract: A presentation pacing system includes a monitor module for monitoring a time spent by a speaker on one or more slides while presenting a presentation, the presentation having a plurality of slides. The presentation pacing system further includes a compare module for comparing the monitored time with a pre-recorded time associated with the slides. The presentation pacing system further includes a notification module for notifying the speaker for changing pace of the presentation based at least on the comparison. The presentation pacing system further includes a query module for scheduling and presenting queries of audience to the speaker of the presentation during a slide transition.

Abstract: A method of managing the operation of a contact center comprises monitoring events occurring in the operation of a contact center and maintaining a set of trigger conditions against which monitored events may be matched. A rule set defines, for at least one trigger condition, the identity of one or more users to be contacted when the trigger condition is matched. Upon determining a match between one or more monitored events and one or more trigger conditions, the identity of one or more users associated in the rule set with the matched trigger condition(s) is retrieved from the rule set. The identified users are sent a communication including details permitting the users to access a common collaborative meeting environment.

Abstract: A method of managing the operation of a contact center comprises monitoring events occurring in the operation of a contact center and maintaining a set of trigger conditions against which monitored events may be matched. A rule set defines, for at least one trigger condition, the identity of one or more users to be contacted when the trigger condition is matched. Upon determining a match between one or more monitored events and one or more trigger conditions, the identity of one or more users associated in the rule set with the matched trigger condition(s) is retrieved from the rule set. The identified users are sent a communication including details permitting the users to access a common collaborative meeting environment.

Abstract: Improved indexing of telephony sessions is achieved by: (a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and (b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.

Abstract: A Dynamic Hierarchical Address Resource Management Architecture (DHARMA) coordinates a logical hierarchy of address spaces with a virtual topology of network elements using a manageable database environment. Address spaces are apportioned into hierarchical levels in accordance with a network policy. Network elements may be represented as objects, coupled via the logical address space. Both address space hierarchy definition and virtual topology modelling may occur independent from actual network deployment. As a result, multiple address space hierarchy definitions and virtual topologies can be pre-generated and stored for selective use during network deployment. With such an arrangement, a flexible addressing architecture is provided which may advantageously be used in any network that desires dynamic network configuration.

Abstract: A computer-implemented method of reserving resources for a customer contacting a contact center. The method includes the steps of identifying the customer associated with a contact received at the contact center, accessing a customer profile to determine at least one non-agent resource to be associated with the contact based on the customer profile; reserving the non-agent resource for the contact; and allocating the non-agent resource to the contact.

Abstract: Methods for analysing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.

Abstract: A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications.

Abstract: Improved indexing of telephony sessions is achieved by: (a) receiving, during the recording of the telephony session or during a playback of the recording, an indication including parameters which identify a discrete segment of the recording as being of interest; and (b) storing, in an index associated with the recording of the session, an identifier which identifies that discrete segment of the recording.

Abstract: In one embodiment of the present invention, the concepts similar to web cookies are applied to interactive communication sessions (ICS). In particular, an ICS cookie is created by a first communication client in association with a first ICS, and delivered to a second communication client. In association with a second ICS, the ICS cookie is returned to the first communication client from the second communication client. The second communication client is configured to operate in a specified manner based on the ICS cookie or information associated therewith. The ICS cookie may be created or stored at or on the behalf of a particular communication client, or may be made accessible and applicable to a group of communication clients or users associated therewith. Accordingly, a given user may use the same ICS cookie on different communication clients of different communication terminals. In some embodiments, different users can use the same ICS cookie.

Abstract: The present invention provides a technique for using local time information associated with a monitored person when determining presence information and controlling communication sessions associated with the monitored person. The local time information is directly or indirectly related to the actual time or a time zone for the location at which the monitored person is located. In a presence system, the local time information for the monitored person is obtained and used to generate presence information. The presence information may be or include information related to the actual time or the time zone for the monitored person. The presence information may also be based on state information provided by monitored entities associated with the monitored person. In a session control system, sessions associated with the monitored person may be controlled in virtually any manner and may also be associated with other communication sessions based on the local time information.

Abstract: A Dynamic Hierarchical Address Resource Management Architecture (DHARMA) coordinates a logical hierarchy of address spaces with a virtual topology of network elements using a manageable database environment. Address spaces are apportioned into hierarchical levels in accordance with a network policy. Network elements may be represented as objects, coupled via the logical address space. Both address space hierarchy definition and virtual topology modelling may occur independent from actual network deployment. As a result, multiple address space hierarchy definitions and virtual topologies can be pre-generated and stored for selective use during network deployment. With such an arrangement, a flexible addressing architecture is provided which may advantageously be: used in any network that desires dynamic network configuration.

Abstract: When a damaged packet has been forwarded to or towards a destination terminal, a forwarding device or a destination terminal will determine if the packet is damaged, and if it is damaged, determine whether the content of the packet is time-sensitive. If the content is time-sensitive, the damage to the packet is assessed, and if possible, an attempt to repair the damage is made. Repair may include correcting the damaged data or packet, deciding to use the damaged data because the damage is minimal, or replacing all or a part of the damaged data with a normalized set of data. If repair is not possible and replacement of the damaged portion is not available or desirable, the packet is discarded.

Abstract: The present invention facilitates the forwarding of damaged packets, when the packets are carrying a certain type of content such as streaming media or other time-sensitive information where data integrity is less important than timely delivery. Once a packet is received, a determination is made as to whether the packet has been damaged. If the packet is damaged, an attempt is made to determine the type of content being carried by the packet and then a decision is made as to whether to forward the packet toward its destination or discard the packet, based on the type of content and potentially the integrity of the packet. Once a damaged packet has been discovered and a decision has been made to route the packet toward the destination terminal, the packet may be forwarded along a normal path or sent over an alternative path that is better suited for handling damaged packets.