Abstract: Messages for processing by a user are analyzed before being presented to the user. Where multiple messages require substantially the same response or action, they are presented in aggregate to the user so that the user can review a single message, prepare a single response, and this response can be distributed to the original message senders, resulting in improved message handling efficiency. Automated servers for responding to client requests can similarly store such requests for a period of time, match all identical or similar requests received during this time period, and generate a single response to the multiple requests, thereby reducing the duplication of system resource uses.

Abstract: A device for extending a shaft of an arrow including a hollow arrow sleeve having a forward end and a rearward end. The hollow arrow sleeve supporting at least one auxiliary, expandable, razor-sharp blade for pivoting movement between a stored position lying enclosed within the sleeve and a deployed position extending outwardly through a slot formed in the sleeve. The sleeve having at least one slot allowing passage of the at least one expandable razor-sharp blade from a stored position to a deployed position in response to movement of the at least one blade from the rearward position to the forward position relative to the sleeve. A member acting against the at least one auxiliary, expandable, razor-sharp blade for urging the blade toward the deployed position. A spring for biasing the member against the at least one auxiliary, expandable, razor-sharp blade.

Abstract: A contact center includes a resource selection module operable to determine and select a plurality of agents based on a work request. The plurality of agents includes agents suitable for the work request. Further, the plurality of agents includes agents having previous work requests in a presenting state. Furthermore, the plurality of agents includes agents working below individual capacity of the agents for simultaneously handling work requests. Further, the plurality of agents is dynamic and may increase in size. The contact center further includes a resource connector module operable to present the work request simultaneously to the plurality of agents. The resource connector module further may subsequently present the work request to newly available suitable agents. The resource connector module further routes the work request to an agent based on actual agent responsiveness.

Abstract: In a contact center, a new contact is compared with other contacts which are currently active at the contact center to identify a matching contact having a common source with the new contact, following which at least one of the new and matching contacts is terminated or provided with increased resources or higher priority according to contact center rules.

Abstract: A system maintains quality of service of a wireless network. The system includes a first layer, a second layer, and a third layer. The first layer configures a directional antenna to transmit and receive in particular sectors based on antenna gain, transmission power, and beam width. The second layer communicates a direction and range to the first layer. The third layer maintains information summarizing connectivity between a plurality of nodes. The third layer determines whether to extend the range of the signal from a predetermined default range to an extended range.

Abstract: Existing statistics reporting methods tend to be inflexible and difficult for operators to understand and use effectively. A graphical user interface is provided whereby operators are able to view a state/event model of an automated system and using that graphical user interface make changes to existing statistics, define new statistics and analyze existing statistics. As a result of user inputs made at this graphical user interface changes are effected in a statistics reporting application in order to generate actual values of the statistics. In some embodiments Unified Modeling Language (UML) is used to provide the state/event model and extensions to UML are described which improve the ability to create and modify definitions of statistics.

Abstract: A method of representing communications sessions in a virtual environment employs a presentation entity which is provided at a location in the environment where it will be visible and/or audible from the observation point of a user with whom a communications session has been requested. The presentation entity, which can represent a character or an object in the environment, for example, presents information to the user from within the environment. Also disclosed is an automated inhabitant which can operated to interact with other inhabitants of such an environment, obtaining information which is passed to and used by a contact center to queue contacts between such other inhabitants and contact center agents.

Abstract: Web-based telephony applications have recently been developed whereby a user is able to access a web-site and click on links or buttons in order to establish a voice over internet protocol telephone call from for example, his or her PC phone, to another user at another telephone terminal (PC phone or other suitable type of telephone). By enabling a web-based telephony application to receive URIs containing time information it is possible to enable telephone calls (including conference calls) to be initiated automatically at specified times or for feature keys on a user's telephone terminal to be programmed such that when activated at a particular time, a specified telephone call is initiated. In addition, URIs comprising time information may be used to set up “follow-me” functionality whereby all calls to a particular user are directed to different pre-specified directory numbers depending on the time of day.

Abstract: The provision of call handling treatments to callers interacting with an automated call-handling system is managed by, for each of a plurality of callers, providing a sequence of call handling treatments to the caller in accordance with workflows; monitoring a measurable performance indicator associated with that caller's behavior; determining an association between the performance indicator and the call handling treatments provided to the caller; and recording the association. Then, based on the recorded associations, the system determines a pattern of deviation in the performance indicator attributable to the call handling treatments; and alters the workflow in response to the deviation by making a change in the workflow selected from promoting a call handling treatment to an earlier point in the workflow; demoting a call handling treatment to a later point in the workflow; adding a call handling treatment to the workflow; and removing a call handling treatment from the workflow.

Abstract: Provided are methods and systems for determining functional relationships between a cosmetic agent and a skin tissue condition of interest. Also provided are methods and systems for identifying cosmetic agents that affect a skin aging tissue condition, as well as the use of agents identified by such methods and systems for the preparation of cosmetic compositions, personal care products, or both.

Abstract: A mechanism is provided in a networked multiplayer game for use by playable characters. When operated by a player's character, this mechanism causes the game to send a request for contact to an external contact center. The contact request is queued and allocated to an agent, optionally with the assistance of information provided by the game. When a contact center agent answers the contact request, a communications channel is opened from the agent directly into the game where the game system directs the communication to the local environment of the player's character enabling the player to communicate with the agent of a contact center without leaving the game environment. The agent or contact center may additionally have a representation in the game so that the player can interact with the agent or contact center. The agent representation may be a character in the game controlled by an agent who is logged into the game, or by the contact center manipulating a game client or API, or by the game engine itself.

Abstract: A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment.

Abstract: A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.

Abstract: Calls made using the session initiation protocol (SIP) are augmented by exchanging data in the form of messages between terminals where the message content is defined by items of information expressed as uniform resource indicators (URIs). The receiving terminal can extract and process such information based on the semantic information in URI format.

Abstract: The provision of call handling treatments in sequence to callers interacting with an automated call-handling system is managed by: (i) for each of a plurality of callers interacting with the automated call handling system: (a) providing a sequence of call handling treatments to the caller in accordance with one or more workflows; (b) monitoring a measurable performance indicator associated with that caller's behavior; (c) determining an association between the performance indicator and one or more of the call handling treatments provided to the caller; and (d) recording the association; (ii) based on the recorded associations, determining a pattern of deviation in the performance indicator attributable to one or more of the call handling treatments; and (iii) altering the or each workflow in response to the pattern of deviation by making a change in the or each workflow selected from: promoting a call handling treatment to an earlier point in the workflow; demoting a call handling treatment to a lat

Abstract: A method of representing communications sessions in a virtual environment employs a presentation entity which is provided at a location in the environment where it will be visible and/or audible from the observation point of a user with whom a communications session has been requested. The presentation entity, which can represent a character or an object in the environment, for example, presents information to the user from within the environment. Also disclosed is an automated inhabitant which can operated to interact with other inhabitants of such an environment, obtaining information which is passed to and used by a contact center to queue contacts between such other inhabitants and contact center agents.

Abstract: A contact center has an interface with a virtual environment implemented in a computer system. The operation of the contact center includes receiving, from the virtual environment, spatial information relating to the spatial position within the virtual environment of an inhabitant of the virtual environment, and queuing a contact relating to that inhabitant in a queuing system of the contact center. Queuing decisions are based, at least in part, on the spatial information of the inhabitant in the virtual environment.

Abstract: Systems and methods of verifying identity through the use of a plurality of identifying devices is provided. The identity information may be acquired electronically from a plurality of identity devices, which may include credit cards, cell phones, or other personal items fitted with wireless communicators such as RFID tags, for example. In various embodiments, the transaction may be approved or denied based on a number of factors, including the number identity devices, the types of identity information provided by the identity devices, and the level of security specified for the requested transaction.

Abstract: Present embodiments provide methods and systems for identifying quiet and/or under utilized segments of the radio spectrum and assigning the identified spectrum to non-primary license holders. The methods and systems may include spectrum management nodes for monitoring frequency bands of the radio spectrum for transmission by a primary user. When a primary user is not transmitting, segments of the quiet spectrum may be assigned to a non-primary user.

Abstract: Novel enhanced gaming systems employ unique, specialized, for example, FIRESTAR ™ type of indicia disposed upon at least one location of a plurality of pre-mapped locations housed on, for example, a multiplicity of bingo-type of cards. Percentages of indicia arrayed on, for example, card sets are controlled by a gaming proprietor's or operator's configuration settings as are the respective locations of the subject indicia, for example, by using a random number generator to induce players to participate in multiple opportunities to garner prizes, for example, for achieving a bingo-type of victory concomittant with pre-established winning requirements and a pre-selected occurrence of a unique specialized indicum. Progressive reports serve to keep players, proprietors/operators and gaming authorities apprised of earnings both in terms of amounts, odds and related data on occurrence of the same indicia in real time providing unique inducement and tracking value in both hard copy and electronic form.