Abstract: A unified messaging system for an enterprise includes a messaging module operable to store a message sent by a first user to a second user in a first media type, and to deliver the message to the second user in either the first type or a second media type. A natural language speech parsing (NLSP) module coupled with the messaging module is operable to detect an actionable item contained within the message, the messaging module dynamically modifying a response menu to include an option corresponding to the actionable item, and then presenting the modified response menu to the second user concurrent with or following delivery of the message. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: A system for navigating includes an interface operable to receive position information of a first modality. The position information of the first modality is associated with a navigation unit. The interface is further operable to receive position information of a second modality. The position information of the second modality is associated with the navigation unit. The system also includes a processor coupled to the interface and operable to identify a destination. The system is further operable to navigate to the destination based on the position information of the first and second modalities by switching between the first modality and the second modality.

Abstract: In one embodiment, a method includes within a graphical user interface (GUI) presented to a user of a software application, presenting a watchlist associated with the user, the watchlist comprising first content related to one or more first events associated with one or more entities within an organization, the one or more entities having a relationship with the user within a social graph maintained at least in part by the software application. The method further includes receiving asynchronous notifications of second content for inclusion in the watchlist, the second content related to one or more second events occurring after the first events, and automatically and without input from the user, updating the watchlist to include the second content, the update comprising organizing the watchlist with the first and second content to visually indicate an order of relevance of the first and second content to the user.

Abstract: In one embodiment, a method includes receiving information from a user in a collaboration network, the information including a unit of content, a title, an indication of one or more entities in the collaboration network allowed to access the unit of content, and for each of the entities in the collaboration network allowed to access the unit of content, an indication of a permission level with respect to the access. The permission level includes view, comment, edit, or share. The method further includes determining a format for presentation of the unit of content based at least in part on the permission levels indicated for the one or more entities in the collaboration network allowed to access the unit of content, and publishing the unit of content and the title for the unit of content to the collaboration network in the determined format and according to the information.

Abstract: In one embodiment, a method includes generating a hover card associated with an entity in response to a user of a software application hovering a pointer over a reference to the entity within a graphical user interface (GUI) presented to the user by the software application. The hover card includes a photograph or icon representing the entity, a name of the entity, and a plurality of unified communications (UC) icons that are each configured to attempt to establish a particular type of communication session between the user and the entity. The method further includes presenting the hover card to the first user proximate to the pointer.

Abstract: In one embodiment, a method includes obtaining mobility information associated with a remote device. The mobility information indicates whether the remote device is approximately stationary. The remote device interacts with a server. The method also includes determining if the mobility information indicates that the remote device is approximately stationary, and selecting a first profile of a plurality of profiles if the remote device is approximately stationary. If the remote device is not approximately stationary, a second profiled of the plurality of profiles is selected.

Abstract: A system in one embodiment includes a server associated with a unified messaging system (UMS). The server records speech of a user as an audio data file, translates the audio data file into a text data file, and maps each word within the text data file to a corresponding segment of audio data in the audio data file. A graphical user interface (GUI) of a message editor running on an endpoint associated with the user displays the text data file on the endpoint and allows the user to identify a portion of the text data file for replacement. The server being further operable to record new speech of the user as new audio data and to replace one or more segments of the audio data file corresponding to the portion of the text with the new audio data.

Abstract: A method for automatic call distribution includes receiving an incoming call for distribution through an automatic call distributor and identifying an agent to handle the incoming call. The method includes transitioning the agent to a transition state to reserve the agent for handling the incoming call. The transition state prevents the agent from participating in a lower priority call.

Abstract: A unified messaging system includes a unit to store a message operable to store a message sent to a user, the message having a selectable security attribute set to a one of a plurality of levels. A module associated with the unit operates to secure a voice channel used by the user to listen to the message when the selectable security level is set to a high level indicating encryption. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

Abstract: In one embodiment, a scheduling/conferencing system provides a user with the ability to set up a camp-on request for a person invited to attend a conference session in response to one or more selections made by the user via a user interface, which may include a name of the person and a specified action to be taken when the person leaves the conference session. During the conference session, a conference port of the person is camped-on. When the person leaves the conference session and his conference port becomes free, the specified action, which includes an attempt to communicate with the person by the user, is executed. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

Abstract: In accordance with a particular embodiment of the present invention, a method using presence information to improve automatic call distribution includes receiving a call for connection with one of a plurality of agents. An indicator of a service level problem is detected, and presence information is used to identify one or more draftable agents that are not in a ready state in response to detecting the indicator. The call is distributed to a selected one of the identified one or more draftable agents.

Abstract: A method in one embodiment includes receiving input identifying a plurality of callers within a listening or speaking range of a phone device being used to place a call. The input is then sent over a packet-based network to a server that authenticates and authorizes each of the callers to the call. Following authentication and authorization by the server, a name or caller ID of each of the callers is sent to a destination endpoint device of the call. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

Abstract: In one embodiment, a telephony system includes a memory that stores one or more call preferences of a user, and a central call routing entity that enables a user to set a call forwarding rule. In accordance with the call forwarding rule and in response to an incoming call to a first telephone device of the user, the call routing entity routing the incoming call to a second telephone device along with a message indicating that the one or more call preferences of the user are stored in the memory. The one or more call preferences are then fetched and applied at the second telephone device. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

Abstract: A method for transferring a call at an automatic call distribution system includes receiving from a caller a call for connection with one of a plurality of agents and connecting the call to a selected first agent of the plurality of agents. The method includes, while maintaining communication between the first agent and the caller, receiving a request to transfer the call to another one of the plurality of agents and selecting a second agent of the plurality of agents to receive the call transfer. The method also includes notifying the first agent of the selection of the second agent to receive the call transfer and transferring the call to the second agent.

Abstract: In one embodiment, a method for transferring a communication session detects a transfer indication generated by a user of a first video conference system, where the transfer indication requests to transfer an active voice communication session. The method acquires image information associated with the transfer indication, where the image information includes at least one frame captured from a second video conference system having an active video conference session with the first video conference system. The method identifies a mobile communication device associated with the transfer indication and having the active voice communication session and identifies a target communication device using the image information associated with the transfer indication. The method also initiates transfer of the voice communication session to the target communication device.

Abstract: In one embodiment, a method includes receiving information from a user in a collaboration network, the information including a unit of content, a title, an indication of one or more entities in the collaboration network allowed to access the unit of content, and for each of the entities in the collaboration network allowed to access the unit of content, an indication of a permission level with respect to the access. The permission level includes view, comment, edit, or share. The method further includes determining a format for presentation of the unit of content based at least in part on the permission levels indicated for the one or more entities in the collaboration network allowed to access the unit of content, and publishing the unit of content and the title for the unit of content to the collaboration network in the determined format and according to the information.

Abstract: A method for automatic call distribution includes detecting that a first agent is communicating on a first call and detecting that the first call involves a predefined low priority communication. The method includes transitioning the first agent to an on-call ready state based on the first call. The on-call ready state indicates that the first agent is ready to receive an additional call while communicating on the first call.

Abstract: A system and method for integrated queue management are provided. The method may include receiving, from a user, a request for a connection to one of a plurality of agents. The request for a connection may be queued if the plurality of agents are unavailable. A request to delay the connection with the one of the plurality of agents may be received, from the user. In accordance with a particular embodiment of the present invention, the connection with the one of the plurality of agents is delayed. A request to continue in the queue may be received from the user. Finally, the user may be connected with one of the plurality of agents.

Abstract: In accordance with one embodiment of the present invention, a method is provided for communicating a presence notification to an end-point of a demand-based messaging system. The method includes monitoring an auxiliary output port for a video signal; detecting a video signal on the auxiliary output port; and reporting a video projection status to the end-point. In additional or alternative embodiments of the method, the method may include receiving a message from the end-point and blocking the message from being displayed on the auxiliary output port. In yet another additional or alternative embodiment of the method, the method may include sending a message to the end-point indicating that the message has been blocked.

Abstract: A method for assisting an agent supporting a contact center is provided. The method includes obtaining one or more contact offer factors, determining a contact offer time for the agent supporting the contact center based on the one or more contact offer factors, and providing the contact offer time to the agent. The contact offer time defines when the agent will receive a contact offer.