Abstract: In one embodiment, a system for scheduling a conference includes a database that stores a list of names of persons in a business group and a server. The server is responsive to input from a user interface that includes an alias of the business group in an invitee field of the meeting. The server is operative to resolve the alias and access the database to retrieve the list of names, and then apply an algorithm to the list of names to select an individual as a representative of the group for the meeting. The server then sends an invitation to attend the meeting to the individual. 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 embodiments, a system includes an interface operable to monitor a first plurality of communications between a first user and a second user on a network. The system further includes one or more processors configured to determine one or more first particulars of the first plurality of communications, determine a recommended communication group composition and a recommended mode of communication based on the one or more first particulars and a set of rules, and generate a first alert to the first user indicating the recommended communication group composition and the recommended mode of communication.

Abstract: A system and method for an enterprise includes a telephone device operable to receive an incoming call directed from a caller to a called party, the telephone device being shared among a plurality of persons within the enterprise. A software or hardware (firmware) module with code that runs on a PBX system of the enterprise authenticates a person answering the incoming call as the called party before connecting the incoming call to the 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. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. 37 CFR 1.72(b).

Abstract: According to one embodiment of the invention, a method for processing a call in a call center includes monitoring a characteristic of at least a portion of the call, comparing the characteristic to a threshold for the characteristic, and generating a signal indicative of a potential problem call based on the comparison.

Abstract: A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.

Abstract: A computer includes a sound card and a processor that runs one or more applications that cause the processor to generate audio signals coupled to the sound card. The processor is operable to execute code that provides a graphical user interface which allows a user to selectively mute the audio signals associated with a set of the one or more applications. 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: A system and method for servicing a caller at a contact center includes a processor subsystem and one or more modules that include code executable by the processor subsystem. Execution of the code invoking an automatic call distributor (ACD) collaborative application that provides the caller with a visual or aural call session history that lists each agent with whom the caller has interacted. The ACD collaborative application also providing the caller with an option to request return to a previous agent listed in the call session history. 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 system for scheduling a conference includes a database that stores a list of names of persons in a business group and a server. The server is responsive to input from a user interface that includes an alias of the business group in an invitee field of the meeting. The server is operative to resolve the alias and access the database to retrieve the list of names, and then apply an algorithm to the list of names to select an individual as a representative of the group for the meeting. The server then sends an invitation to attend the meeting to the individual. 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.