Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

Abstract: The technology disclosed herein enables a conferencing client operated by a meeting organizer to present the meeting organizer with information about the impact of extending a meeting past its scheduled end time. In a particular embodiment, a method provides, in a conferencing server, establishing a conferencing session for the meeting with an organizer conferencing client operated by the organizer. During the meeting, the method provides identifying participants in the meeting, accessing a schedule for each of the participants and determining an availability for each of the participants past the scheduled end time of the meeting from the respective schedules. The method further provides determining the impact based on the availability for each of the participants.

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

Abstract: In order to authenticate a caller, a callee generates a code, such as, an alphanumeric code that is sent to a code manager via an electronic communication channel. The generated code is for authenticating a caller in a communication session to be made by the caller to the callee. The code manager stores the code in a memory. After the communication session has been initiated from the caller to the callee and then established, the code is sent to the callee so the callee can verify the caller is authentic.

Abstract: A communication device is described along with various methods and systems for controlling the same. Methods are provided that monitor audio from a local and remote audio stream when determining whether to provide a mute notification on a muted call. In general, when a mute function of a communication device is active and a user attempts to speak, the system can analyze the user's local audio stream and the call's remote audio stream to determine whether characteristics exist to provide a mute notification to the user. The system provides mechanisms for controlling false positive determinations of speaking through mute by utilizing a combination of recorded characteristics and initiated timers that can be adjusted based on determinations made.

Abstract: An electronic device, system, and method performs an automated control. The electronic device includes an audio output device configured to play a sound. The electronic device includes a processor configured to receive state data indicative of a state of a user of the electronic device. The processor is configured to control an activation of the audio output device based upon the state data. The activation of the audio output device is based upon first setting data when the state data indicates a first state. The activation of the audio output device is based upon second setting data when the state data indicates a second state.

Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

Abstract: A conference managing computer system for managing one or more communication sessions is disclosed. The conference managing computer system includes a monitoring module for monitoring one or more requests from one or more user devices to remotely access the communication session. The conference managing computer system further includes a detection module for detecting presence of the one or more user devices based on proximity. The conference managing computer system further includes a connection module for establishing one or more real time communication sessions with one or more detected user devices. The conference managing computer system further includes a conferencing module for managing the one or more communication sessions to enable the one or more detected user devices to join the communication session.

Abstract: In order to authenticate a caller, a callee generates a code, such as, an alphanumeric code that is sent to a code manager via an electronic communication channel. The generated code is for authenticating a caller in a communication session to be made by the caller to the callee. The code manager stores the code in a memory. After the communication session has been initiated from the caller to the callee and then established, the code is sent to the callee so the callee can verify the caller is authentic.

Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

Abstract: A communication device is described along with various methods and systems for controlling the same. Methods are provided that monitor audio from a local and remote audio stream when determining whether to provide a mute notification on a muted call. In general, when a mute function of a communication device is active and a user attempts to speak, the system can analyze the user's local audio stream and the call's remote audio stream to determine whether characteristics exist to provide a mute notification to the user. The system provides mechanisms for controlling false positive determinations of speaking through mute by utilizing a combination of recorded characteristics and initiated timers that can be adjusted based on determinations made.

Abstract: An authorization system for dynamically awarding permissions to a requestor for performing an action, based on real-time monitored statistics of the requestor. The authorization system comprises a processor and a memory. The memory further comprises a status database for storing real-time information corresponding to the requestor, and a rules database for storing rules to enable the authorization system in determining permissions for various requestors' requests to perform the action. Additionally, the memory includes a status determining module for determining status-data related to the requestor, and a permission awarding module to evaluate the status-data with a dynamically selected set of rules for awarding permission to a requestor's request. The memory further includes a risk estimation module for calculating risk associated in awarding the permission, and an action triggering module for triggering an associated action based on the calculated risk.

Abstract: System and method to translate displayed text of a computer application, the method including: intercepting a command to display text in a first language, the command comprising the text to display in the first language; extracting text to translate from the command; querying a translation mechanism by use of the extracted text; receiving translated text in a second language from the translation mechanism; and displaying the translated text in the second language.

Abstract: A dynamic notification system for managing notifications on a user device is provided. The dynamic notification system includes a monitor module for monitoring user's interactions with previous notifications on the user device. The dynamic notification system further includes an order module for dynamically determining an order of display for notifications based on the user's interactions with the previous notifications. The dynamic notification system further includes a display module for displaying the notifications based on the determined order. The dynamic notification system also includes a customization module that allows a user to customize the order of display for notifications based upon a source or application associated with a notification.

Abstract: System and method to translate displayed text of a computer application, the method including: intercepting a command to display text in a first language, the command comprising the text to display in the first language; extracting text to translate from the command; querying a translation mechanism by use of the extracted text; receiving translated text in a second language from the translation mechanism; and displaying the translated text in the second language.