Abstract: Voice Over Internet Protocol (VoIP) devices are invited to a conference bridge based on a pre-defined criteria for the conference bridge (e.g., passengers on a plane. The conference invite messages are transmitted using Internet Protocol, which they may or may not accept. The invited VoIP users may be determined based on their physical proximity to the initial caller and other pre-determined characteristics. A VoIP soft switch includes conference bridges that eliminate the conventional requirement that they dial the phone number of another specific VoIP communications device. Instead, location information relating to the initial VoIP user is passed to the VoIP conference bridge, either from the user's VoIP communication device or from their respective location server. Location and other information is then compared by the VoIP soft switch against other VoIP devices, to find potential VoIP conference participants.

Abstract: Improving the deployment of human resources in a work environment and particularly in a contact center environment. Agents working in a contact center are given different assignments based on their skills and proficiencies. Conventional contact centers typically use a static skills resume to evaluate their agents for particular roles. The present invention enables call centers to design customized assessment tools for evaluating their agents. By tailoring the attributes considered important for a particular role, a call center can more accurately, more efficiently, and more easily assess which agents are best-suited for a particular role.

Abstract: Voice Over Internet Protocol (VOIP) devices are invited to a conference bridge based on a pre-defined criteria for the conference bridge (e.g., passengers on a plane. The conference invite messages are transmitted using Internet Protocol, which they may or may not accept. The invited VoIP users may be determined based on their physical proximity to the initial caller and other pre-determined characteristics. A VoIP soft switch includes conference bridges that eliminate the conventional requirement that they dial the phone number of another specific VoIP communications device. Instead, location information relating to the initial VoIP user is passed to the VoIP conference bridge, either from the user's VoIP communication device or from their respective location server. Location and other information is then compared by the VoIP soft switch against other VoIP devices, to find potential VoIP conference participants.

Abstract: Improving the deployment of human resources in a work environment and particularly in a contact center environment. Agents working in a contact center are given different assignments based on their skills and proficiencies. Conventional contact centers typically use a static skills resume to evaluate their agents for particular roles. The present invention enables call centers to design customized assessment tools for evaluating their agents. By tailoring the attributes considered important for a particular role, a call center can more accurately, more efficiently, and more easily assess which agents are best-suited for a particular role.