Abstract: A system for managing interactions includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: identify first and second interactions by a user device, each of the first and second interactions being configured to alternately occupy a first area of a display screen of the user device; display an icon on the first area, the icon representing the second interaction, wherein attributes of the icon correspond to attributes of the second interaction; and modify the attributes of the icon based on a status of the second interaction.

Abstract: A system and method are provided wherein SMS-only contacts are integrated into an IM environment. An IM contact list interface distinguishes between SMS and IM chats (and contacts), such that limitations and potential differential costs associated with the respective mediums can be identified. The system is also configured to route SMS messages into the IM contact list interface for later filtering and/or selection by the user. By providing SMS-specific categories with the IM contact list interface SMS integration operations such as routing of SMS messages can be controlled to avoid degrading the user's experience.

Abstract: A system and method are provided wherein SMS-only contacts are integrated into an IM environment. An IM contact list interface distinguishes between SMS and IM chats (and contacts), such that limitations and potential differential costs associated with the respective mediums can be identified. The system is also configured to route SMS messages into the IM contact list interface for later filtering and/or selection by the user. By providing SMS-specific categories with the IM contact list interface SMS integration operations such as routing of SMS messages can be controlled to avoid degrading the user's experience.

Abstract: In a system for managing an interaction flow for a contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.

Abstract: A system and method for providing a user interface that allows users to change the active line on which an outgoing call may be placed. In example embodiments, upon detecting call screen interaction a line selection menu is displayed. The line selection menu contains a plurality of line identifiers, each line identifier uniquely identifying a corresponding one of the multiple communication lines accessible at the mobile device. A system and method is also presented for providing a call log for identifying call activity associated with a plurality of communication lines.

Abstract: A communication device provides a message composition interface. In the message composition interface, the communication device presents a maximum allowable remaining number of characters allowable for further entry in the message only when a character count of the number of character inputs received in the message is greater than or equal to a warning count value. The warning count value is less than a maximum allowable number of characters of the message.

Abstract: In a system for executing an interaction flow for a customer contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: route an interaction conducted in a first communication channel to an electronic device; monitor the interaction conducted in the first communication channel; store data associated with the interaction conducted in the first communication channel in the memory; conduct the interaction in a second communication channel; in response to conducting the interaction to the second communication channel, retrieve the data associated with the interaction conducted in the first communication channel; and output the retrieved data to the electronic device.

Abstract: In a system for managing an interaction flow, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.

Abstract: In a system for managing an interaction flow for a contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.

Abstract: A system and method are provided wherein SMS-only contacts are integrated into an IM environment. An IM contact list interface distinguishes between SMS and IM chats (and contacts), such that limitations and potential differential costs associated with the respective mediums can be identified. The system is also configured to route SMS messages into the IM contact list interface for later filtering and/or selection by the user. By providing SMS-specific categories with the IM contact list interface SMS integration operations such as routing of SMS messages can be controlled to avoid degrading the user's experience.

Abstract: A system and method are provided wherein SMS-only contacts are integrated into an IM environment. An IM contact list interface distinguishes between SMS and IM chats (and contacts), such that limitations and potential differential costs associated with the respective mediums can be identified. The system is also configured to route SMS messages into the IM contact list interface for later filtering and/or selection by the user. By providing SMS-specific categories with the IM contact list interface SMS integration operations such as routing of SMS messages can be controlled to avoid degrading the user's experience.

Abstract: A mobile wireless communications device includes a housing to carry a wireless transceiver, a display, a keyboard, and a processor cooperating with the wireless transceiver to perform at least one wireless communication function. The processor also cooperates with the display and the keyboard to permit selection of a keyboard mode from among a plurality of different keyboard modes, at least one of the keyboard modes having multiple different letters selectable from a given key. The processor generates a respective different cursor on the display based upon the selected keyboard mode.

Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.

Abstract: A system and method for providing a dashboard user interface for contact center monitoring. The dashboard user interface includes a first display widget displaying a first metric for a first contact center object according to a first display format. A processor receives user actuation of an option provided by the dashboard to add a second display widget. In response to the user actuation of the option to add, the processor displays a template for generating the second display widget. The template is configured to prompt for input of a second contact center object, a second metric to be displayed for the second contact center object, and identification of a second display format. The processor generates the second widget based on information input via the template, and displays the second widget on the dashboard. A user may move the first and second widgets as desired on the dashboard.

Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Abstract: A password-protected wireless communications device can send a map or other location information about the current location of the device to the one or more emergency contacts by utilizing an emergency interface element that bypasses a password prompt. The location information may include an address and route directions to the current location of the device. The location information may also include a map of, and directions to, the closest hospital. The device can also render its own map to show a first responder where the closest emergency contact is located or where the nearest hospital or medical service provider is situated.

Abstract: A communication device provides a message composition interface. In the message composition interface, the communication device presents a maximum allowable remaining number of characters allowable for further entry in the message only when a character count of the number of character inputs received in the message is greater than or equal to a warning count value. The warning count value is less than a maximum allowable number of characters of the message.