Abstract: Method for extending web browser support to include real-time media having any media compression scheme without the need for media plugins. The method involves receiving at a web client computing device a web page resource hosted by a server. The web page resource includes an embedded script which defines a codec for real-time media communications. Thereafter, a real-time media session as between the web client and a remote computing device involves receiving at the web client real-time media data originating from the remote computing device, and performing media encoding at the web client within a web browser application using the at least one script to convert the video data from the first media coding scheme to an unencoded media format.

Abstract: A method and system for load balancing and sharing of context information in a multi-vendor and/or multi-contact center environment. The arrangements utilize a generic client-side API in conjunction with a set of back end-frameworks to facilitate support of disparate contact center solutions. Accordingly a single client side application can be used to support multiple vendor contact center solutions. Further, the system enables an enterprise to leverage an instance of a visual IVR server, which works in conjunction with a contact center that supports such visual IVR server, so that it can also be used with contact center solutions that do not provide direct access to IVR scripts. The system also facilitates use of agent availability statistics to intelligently route customer calls to the most available agent across multiple vendor solutions or where instances of a single vendor solution are deployed in different data centers.

Abstract: Systems (100) and methods (900) for controlling distribution of media streams during a teleconference. The methods comprise: configuring, by a central controller (102), a media stream flow between user nodes (106-132) which are participating or are to participate in the teleconference based on one or more first parameters; periodically determining, by the central controller, an end-to-end latency for each pair of the user nodes during the teleconference; and dynamically re-configuring, by the central controller, the media stream flow between the user nodes participating in the teleconference in view of the end-to-end latencies which were previously determined. The media stream flow is configured/re-configured by ordering the user nodes into a daisy chain structure (300, 400), a tree structure (500, 600, 602) or a hybrid structure (700, 800). The structure in which the user nodes are configured can be different than the structure in which the user nodes are subsequently re-configured.

Abstract: A method and system for pushing web pages to a web client during a video/audio call. The method involves assigning a correlation ID to a web client to which a web page is served. The same correlation ID value is communicated by the web client to a VIVR/context web server computer. The VIVR/context web server computer is arranged to serve at least one web page to the web client. A voice/video call is established between the web client and a contact center agent computer responsive to a request from the web client. As part of initiating such call, the correlation ID is communicated to the contact center agent computer. Thereafter, during the voice/video call, at least one command is generated which causes the VIVR web server to serve at least one web page to the web client using the correlation ID.

Abstract: A multi-channel communication system may include a plurality of agent electronic devices associated with a customer center, and a context electronic device including a processor and a session database. The context electronic device may be communication with each of the plurality of agent electronic devices such that each of the plurality of agent electronic devices is able to access information stored in the session database. The system may include a proxy in communication with one or more user electronic devices and the context electronic device, where the proxy may be configured to route a communication from the user electronic devices to a designated agent electronic device from the plurality of agent electronic devices that is associated with a communication channel, where the communication occurs via the communication channel, and the context electronic device. The context electronic device may be configured to store received context information associated with the communication in the session database.

Abstract: A method and system for load balancing and sharing of context information in a multi-vendor and/or multi-contact center environment. The arrangements utilize a generic client-side API in conjunction with a set of back end-frameworks to facilitate support of disparate contact center solutions. Accordingly a single client side application can be used to support multiple vendor contact center solutions. Further, the system enables an enterprise to leverage an instance of a visual IVR server, which works in conjunction with a contact center that supports such visual IVR server, so that it can also be used with contact center solutions that do not provide direct access to IVR scripts. The system also facilitates use of agent availability statistics to intelligently route customer calls to the most available agent across multiple vendor solutions or where instances of a single vendor solution are deployed in different data centers.