Abstract: A method for routing contacts to resources comprises receiving a contact to be routed to one of a plurality of resources. The method then proceeds by determining a reliability score for at least one of the plurality of resources. The reliability score is based at least in part upon connection statistics for at least one of the plurality of resources. The method continues by determining a particular resource of the plurality of resources to which to route the contact. This determination is based at least in part upon the reliability scores that were determined. The method concludes by routing the contact to the particular resource.

Abstract: A method, system, and computer-readable medium are provided for determining a layout of automatically-placed elements and user-placed elements in a chart created in a chart application program. User-placed elements in the chart include chart elements that have been moved and/or resized by a user. User-placed elements include chart elements that have been moved and/or resized by a user. Automatically-placed elements include chart elements that have been laid out according to an automatic position and size calculated by the chart application program. The chart application program executes a method including selecting a group of automatically-placed chart elements and user-placed chart elements previously laid out in the chart and automatically laying out the automatically-placed chart elements and the user-placed chart elements according to an automatic position and size calculated by the chart application program.

Abstract: Disclosed is a method for providing communication with an interactive voice response system that includes establishing a communication session between a caller and an interactive voice response system. The communication session includes a call thread. The method includes detecting a pause condition associated with the communication session and pausing the call thread. A pause point in the call thread is determined when the call thread is paused. A reminder message may then be communicated to the caller at predefined intervals. The reminder message may include instructions to the caller for resuming the call thread. The method may also include receiving an indication to resume the call thread and resuming the call thread at the pause point.

Abstract: In one embodiment, an automatic call distributor apparatus is provided, including a network interface operable to receive a request for a service, and a processor operable to assign the request to a queue and to associate a number of resources with the queue based upon a determination of at least one dynamic parameter of the queue. Advantageously, resources may be allocated to queues in a flexible, efficient, and dynamic manner.

Abstract: A method for presenting information includes receiving an instruction to present recorded content and presenting the recorded content on a display. The method includes monitoring data associated with the recorded content and receiving an instruction to present the recorded content at a fast forward speed. The method also includes presenting the recorded content at the fast forward speed on the display and, while presenting the recorded content at the fast forward speed, presenting on the display information about the subject matter of the recorded content presented at the fast forward speed based on the data associated with the recorded content.

Abstract: A method for conference room scheduling includes detecting a user in a first location, obtaining reservation information associated with the first location, determining based on the reservation information whether the first location is reserved and notifying the user whether the first location is reserved.

Abstract: In one embodiment, a method includes identifying a call from a first endpoint to a second endpoint as originating while the second endpoint is connected to a voice mailbox associated with the first endpoint. The method also includes triggering one or more call-handling events in response to the identification of the call as originating while the second communication device is connected to the voice mailbox associated with the first communication device.

Abstract: In one embodiment, a method includes detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent. The method also includes storing information indicating a state of the communication session at the termination of the first connection, and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session.