Abstract: Embodiments of the disclosure provide systems and methods for performing a rapid failover in a cloud-based service with reduced interruption of ongoing communications. According to embodiments described herein, independent arbitration between servers can be used to indicate to a load balancer which of two or more servers should be considered the active one. This independent arbitration makes better state of health assessments than simple server failure. The load balancer can be explicitly controlled in this case. The health of individual containers, the completeness of the shadowed state as well as server health itself can be factored into the decision to make one server active over the other.

Abstract: The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes receiving a call from a caller, parking the call, and while the call is parked, determining a paging target for the call. The method may further include paging a first target area in an attempt to summon the paging target to retrieve the parked call. The method may further include paging a second target area in an attempt to summon the paging target to retrieve the parked call, receiving a response from the paging target, and based on the response received from the paging target, connecting the paging target with the caller.

Abstract: Embodiments of the disclosure provide systems and methods for performing a rapid failover in a cloud-based service with reduced interruption of ongoing communications. According to embodiments described herein, independent arbitration between servers can be used to indicate to a load balancer which of two or more servers should be considered the active one. This independent arbitration makes better state of health assessments than simple server failure. The load balancer can be explicitly controlled in this case. The health of individual containers, the completeness of the shadowed state as well as server health itself can be factored into the decision to make one server active over the other.

Abstract: Devices are often connected to a network to facilitate remote interactions with the device. However, such connections may be absent or disabled. However, by utilizing a second device, such as a mobile phone, a transaction may be initiated on a remote device and handed-off to the second device to obtain absent information and complete the transaction. Completion of the transaction may be due to absent data, such as a data that provides absent information or resolves conflicting information in the dataset. The device may communicate with the second device via radio frequency communications and/or other forms of communication (e.g., visually, audibly, etc.), such that information the absent information is obtained and the instructions executed to complete the transaction.

Abstract: Devices are often connected to a network to facilitate remote interactions with the device. However, such connections may be absent or disabled. However, by utilizing a second device, such as a mobile phone, a transaction maybe initiated on a remote device and handed-off to the second device to obtain absent information and complete the transaction. Completion of the transaction may be due to absent data, such as a data that provides absent information or resolves conflicting information in the dataset. The device may communicate with the second device via radio frequency communications and/or other forms of communication (e.g., visually, audibly, etc.), such that information the absent information is obtained and the instructions executed to complete the transaction.

Abstract: The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes receiving a call from a caller, parking the call, and while the call is parked, determining a paging target for the call. The method may further include paging a first target area in an attempt to summon the paging target to retrieve the parked call. The method may further include paging a second target area in an attempt to summon the paging target to retrieve the parked call, receiving a response from the paging target, and based on the response received from the paging target, connecting the paging target with the caller.

Abstract: Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.

Abstract: The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes registering a first user device as a first Multi Device Access (MDA) device for a user, registering several other user devices as MDA devices for the user, marking the first user device with a first alerting priority, marking the other devices with a second alerting priority that is different from the first alerting priority, receiving an incoming call for the user, and causing the first user device to alert for the incoming call at a different time than the other user devices based on the first alerting priority being different from the second alerting priority.

Abstract: An availability of a software upgrade is determined for a software product. A software upgrade may be a new version of the software product, a service pack, a security patch, etc. A system of a customer is identified that has been installed with the software product. For example, a server of the customer is identified. One or more customer upgrade requirements are identified. For example, a cost of the customer upgrade is identified. The one or more customer upgrade requirements are based on one or more product attributes associated with the software upgrade. A product attribute may be a type of upgrade, such, as a service pack upgrade. If it is determined that the one or more customer upgrade requirements have been met, the software upgrade to the software product is downloaded to the system.

Abstract: Contact centers may receive a call that is unintentionally disconnected or has poor audio quality. If the customer needs to call again, re-entering the normal queuing process, which may have a significant delay, or re-starting an issue (e.g., providing background information, stating a problem, etc.) further adds to the frustration. Methods and systems are provided to enable a customer, who is disconnected or other wise unable to communicate effectively with an agent, to be re-queued at a higher priority, if they call the contact center again, such as within a period of time likely to be associated with the same event.

Abstract: Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.

Abstract: An active communication session search parameter is dynamically received. For example, a user may type in a search parameter to identify all active communication sessions with a specific participant. One or more active communication sessions that meets the active communication session search parameter are identified. A representation of the one or more active communication sessions are displayed in a user interface to a user. The user can then bridge into a selected active communication session. For example, the selected active communication session may be a voice communication session. The bridging allows the user to listen to what is being said in the voice communication session and optionally participate in the voice communication session.

Abstract: Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.

Abstract: A mobile device joins a communication session using a data communication channel. A determination is made the data communication channel uses a data network of the mobile device. A determination is made that, during the communication session, a quality of the data communication channel has decreased. In response to determining that the data communication channel uses the data network of the mobile device and determining that the quality of the data communication channel has decreased, a push notification message is sent to a push notification service. The push notification message comprises a cellular network dial-able number that is used by a cellular application in the mobile device to initiate a call to join the communication session via a cellular communication channel that uses a cellular network.

Abstract: An invitation is received from a cell phone application in a mobile device to join or establish a conference session. A determination is made that the invitation to join or establish the conference session is from a cellular network. For example, the invitation may be based on a known cellular telephone number in the request to join or establish the conference session. A push notification message is sent to a push notification service. The push notification message causes a conferencing application on the mobile device to become active. For example, the push notification message may cause the conferencing application to be launched in the mobile device. A message is received that indicates the conferencing application is active. Information is sent associated with the conference session to the active conferencing application. The information is then displayed to a user. An embodiment is also described for a collaboration application.

Abstract: Configuring a network topology can be a resource-intensive task. Services that may be “snapped-in” to a particular network often require physical alternations to the topology of the network. The topology may be remotely altered by providing an override datum to a configuration device such that a seed value for a datum is replaced and, as a result, the topology of the network altered to provide a particular service. As a benefit, one or more networks may have their physical topology remotely reconfigured with a single alteration of a datum.

Abstract: A plurality of long poll HTTP GET requests are received from a plurality of clustered applications. The plurality of long poll HTTP GET requests comprises a plurality of identifiers for the plurality of clustered applications. A plurality of event queues are created for the plurality of clustered applications based on the plurality of identifiers. A plurality of events are added to the plurality of event queues based on a plurality of communication sessions. For example, multiple events can be added to the plurality of event queues based on a plurality of incoming calls. A plurality of responses are sent based to the plurality of long poll HTTP GET requests. The plurality of responses includes the plurality of events. This process allows for identification of a corresponding clustered application that is managing a communication session.

Abstract: Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to third party-developed communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.

Abstract: Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.

Abstract: Methods, devices, and systems are provided for selecting and ordering the firing of application modules based on parameters determined during communication initialization including call type, originator of the call, etc. The module invocation sequence is determined based on criteria determined when a connection is received, which then becomes an attribute of that connection such that subsequent messages belonging to that connection have the same module sequencing applied thereto without re-determining the optimal sequence for each message by analyzing the properties of each message every time.