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: Connecting agent to customers is the cornerstone of contact center operations. When a customer is connected to an agent for real-time communications (e.g., voice), they can be particular sensitive to any delay, such as the delay to establish a media channel between the agent's endpoint and the customer's device. By establishing a media channel between the agent's device and a server having initially received the communication, the communication may be attached to the existing media channel without requiring the time and resources otherwise necessary to establish the media channel. Additionally, if a problem or failure occurs, a server utilized for the connection may seek to establish the media channel with a second network, such as a telephone network, or a second agent endpoint or endpoint component.

Abstract: The present disclosure provides, among other things, methods of managing a whisper, the methods including: establishing a communication session; receiving a whisper request to provide the whisper to a first device associated with the communication session; retrieving environmental information; comparing the environment information to a rule; configuring the whisper based on the comparison; and providing the whisper based on the comparison.

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 provide systems and methods for exchanging media through an edge server between different communication networks. More specifically, embodiments of the present disclosure provide systems and methods for establishing and conducting voice and/or video communications between one or more parties on a private network, such as within an enterprise, and one or more parties on a different network such as another private network or an open network such as the Internet using an edge server of the enterprise network. This edge server, also referred to herein as a Session Border Controller (SBC), can be adapted to allow media packets to traverse through a port typically kept open by enterprise firewalls and used for other data exchanges such as HyperText Transfer Protocol (HTTP) data traffic. The SBC can also provide multiplexing and demultiplexing of media streams through the same port and address to traverse firewalls between the different communication networks.

Abstract: Connecting agent to customers is the cornerstone of contact center operations. When a customer is connected to an agent for real-time communications (e.g., voice), they can be particular sensitive to any delay, such as the delay to establish a media channel between the agent's endpoint and the customer's device. By establishing a media channel between the agent's device and a server having initially received the communication, the communication may be attached to the existing media channel without requiring the time and resources otherwise necessary to establish the media channel. Additionally, if a problem or failure occurs, a server utilized for the connection may seek to establish the media channel with a second network, such as a telephone network, or a second agent endpoint or endpoint component.

Abstract: The present disclosure provides, among other things, methods of managing a whisper, the methods including: establishing a communication session; receiving a whisper request to provide the whisper to a first device associated with the communication session; retrieving environmental information; comparing the environment information to a rule; configuring the whisper based on the comparison; and providing the whisper based on the comparison.

Abstract: An incoming communication is received. For example, an incoming voice call is received for a user. A rule is applied to the incoming communication. The rule is based on sensor information associated with the user, presence information associated with the user, and a prior history of handling communications by the user. In response to applying the rule to the incoming communication, a method of notifying the user of the incoming communication is determined. For example, a voice call may be converted to a text communication where the user is notified via text. The incoming communication is routed to a user communication device of the user based on the rule.

Abstract: Conferencing applications run a variety of devices, including portable devices, such as smart phones, laptop computers, and tablet computers. A source device may be taking a high-resolution video to provide the video as a conference portion of a conference being viewed by a number of devices. The number of devices displaying the conference may only be displaying the conference portion as a thumbnail image, or other low-data image, or not be currently displaying the conference portion at all. The number of devices viewing the conference may then signal back to the source device to downgrade/terminate the capturing and/or transmission of the video. The source device then provides the video or other conference portion in a data-thrifty format more closely matching the conference portion as it is being displayed on the number of devices.

Abstract: A first Session Initiation Protocol (SIP) INVITE message is received to establish a communication session where a communication application, in a first communication endpoint that is used to establish the communication session has been suspended or is not running. A first message is sent that causes the communication application to become active. A second message is received from that indicates that the communication application is active. Various processes are then used to establish the communication session with the previously suspended or not running communication application.

Abstract: An incoming communication is received. For example, an incoming voice call is received for a user. A rule is applied to the incoming communication. The rule is based on sensor information associated with the user, presence information associated with the user, and a prior history of handling communications by the user. In response to applying the rule to the incoming communication, a method of notifying the user of the incoming communication is determined. For example, a voice call may be converted to a text communication where the user is notified via text. The incoming communication is routed to a user communication device of the user based on the rule.

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: A registration is received from an application framework. The registration is for the application framework to be notified of an event managed by a service gateway. The event is based on a communication service provided by the service gateway. The service gateway detects the event. The service gateway sends a notification associated with the event to the application framework. The notification associated with the event comprises information associated with the event. For example, the notification may include a caller's name and address. An object is received from the application framework that is associated with the event. The object associated with the event further comprises extension information that is not used by the communication service/service gateway. A message is sent to a communication endpoint and/or an external application that comprises the object. The extension information is used to provide custom services that are not supported by the communication service/service gateway.

Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.

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: A value of a quality of service parameter is monitored based on one or more communication sessions with an agent communication endpoint of a contact center agent. For example, a jitter parameter is monitored in an audio communication session with the contact center agent. A determination is made if the value of the quality of service parameter does not meet a threshold level. For example, a minimum amount of jitter threshold. In response to determining that the value of the quality of service parameter does not meet the threshold level, the agent communication endpoint is prevented from receiving new communication sessions in one or more media types originally supported by the contact center agent. For example, the agent communication endpoint is prevented from receiving any new voice communication sessions while still being allowed to receive communication sessions in other mediums, such as Instant Messaging and email.

Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.

Abstract: A region specific proxy server receives a first request to establish a communication session from a communication device. The first request is based on an address of the region specific proxy server identified by a DNS server. The region specific proxy server generates and sends, to a media control service, a second request to identify a region specific media relay. The second request comprises the address of the region specific proxy server. The proxy server receives, from the media control service, an address of the region specific media relay that is selected based on the address of the region specific proxy server. The proxy server sends the address of the region specific media relay to the communication device. The communication device uses the address of the region specific media relay to establish a media communication session (e.g., a voice media communication session) using the region specific media relay.

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.