Abstract: An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

Abstract: An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

Abstract: An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

Abstract: An apparatus includes a processor and a memory. The memory stores instructions that when executed by the processor cause the processor to: identify a keyword from machine-readable text; identify a contact center resource based on the identified keyword; update a first group of keywords associated with the contact center resource based on the identified keyword; invoke an action based on analysis of the keyword associated with the contact center resource; monitor the action and report results in response; and update a second group of keywords according to analysis of the results.

Abstract: A system for interacting with a person browsing a web site has an Internet-connected server and a connected data repository, and software executing on the server from a non-transitory physical medium. The software provides an identity function identifying the person, a selection function checking the data repository for stored information regarding the identified person, including any tracking rules associated with the identified person, and one or more tracking functions monitoring and recording behavior of the person browsing the web site. The one or more tracking functions follow the tracking rules, if any, associated with the identified person in monitoring and recording behavior of the browsing person.

Abstract: An exemplary method facilitates automatic recovery upon failure of a server in a network responsible for replying to user requests. Periodic heartbeat information is generated by a first group of servers responsible for replying to user requests. The heartbeat information provides an indication of the current operational functionality of the first group of servers. A second group of servers determines that one of the first servers has failed based on the periodic heartbeat information. The second group of servers is disposed in communication channels between users and the first group of servers. One of the second group of servers receives a message containing a request from a first user having the one of the first group of servers as a destination. One of the second group of servers determines that the message is part of an ongoing dialog of messages between the first user and the one of the first group of servers.

Abstract: An exemplary method is implemented in a communication system in which periodically updated data for respective end-users is stored in a notification profile at a communication infrastructure node. The updated data is based on conditions associated with each end-user's communication device and its network context, where the data is not presence status. Predetermined rules are stored at the communication infrastructure node and generate respective results based on factors such as network contextual data and corresponding values contained in the notification profile data for each end-user. An event is detected by the communication infrastructure node where the event is intended to cause communication with all the communication devices that are interested in that event. The communication infrastructure node determines an action to be taken in response to the event based on the results of the rules for data associated with the first end-user.

Abstract: A presence server of an apparatus in one example is configured to receive at least one event message from a network entity in continuous time. The presence server is configured to determine at discrete time intervals if an update message should be sent for the network entity. The discrete time intervals comprise instances of an epoch. The presence server is configured to determine if the update message should be sent upon an epoch boundary. The presence server is configured to dynamically determine a duration of the epoch.

Abstract: An exemplary method facilitates automatic recovery upon failure of a server in a network responsible for replying to user requests. Periodic heartbeat information is generated by a first group of servers responsible for replying to user requests. The heartbeat information provides an indication of the current operational functionality of the first group of servers. A second group of servers determines that one of the first servers has failed based on the periodic heartbeat information. The second group of servers is disposed in communication channels between users and the first group of servers. One of the second group of servers receives a message containing a request from a first user having the one of the first group of servers as a destination. One of the second group of servers determines that the message is part of an ongoing dialog of messages between the first user and the one of the first group of servers.

Abstract: Presence servers, communication devices, and methods are disclosed for determining the availability of a target party to receive a call prior to call setup. Upon initiation of a call to a target party, the communication device of a subscriber transmits an availability request message to a presence server requesting the availability of the target party to receive the call. Responsive to the availability request message, the presence server determines the availability of the target party to receive the call and transmits an availability response message indicating the availability of the target party to receive the call to the subscriber's communication device. The subscriber's communication device receives the availability response message from the presence server, displays the availability of the target party to receive the call from the subscriber, and may talk other associated actions such as setting up the call to the target party if it is available.

Abstract: An exemplary method is implemented in a communication system in which periodically updated data for respective end-users is stored in a notification profile at a communication infrastructure node. The updated data is based on conditions associated with each end-user's communication device and its network context, where the data is not presence status. Predetermined rules are stored at the communication infrastructure node and generate respective results based on factors such as network contextual data and corresponding values contained in the notification profile data for each end-user. An event is detected by the communication infrastructure node where the event is intended to cause communication with all the communication devices that are interested in that event. The communication infrastructure node determines an action to be taken in response to the event based on the results of the rules for data associated with the first end-user.