Abstract: Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on). Further, if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.

Abstract: Disclosed are, inter alia, methods, apparatus, computer-storage media, mechanisms, and means associated with automated discovery of network devices supporting particular transport layer protocols, such as, but not limited to Stream Control Transmission Protocol (SCTP). Packet switching devices automatically discover peer packet switching devices supporting a particular transport layer protocol, and then establish a session using the particular transport layer protocol between them for subsequent use in transporting packets.

Abstract: The present invention describes various techniques which may be used for determining multi-path latency in data networks which utilize a multi-homed transport protocols. Using the technique of the present invention, for example, appropriate source and destination addresses may be selected for specific IP datagrams in order to achieve an optimal communication path between endpoints which utilize a multi-homed transport protocol.

Abstract: A network element implementing a method for determining an optimal maximum transmission unit (MTU) value on a path between two nodes in a network is described. A sending node interested in learning the optimal MTU path value allows fragmentation of datagrams sent on the path, selects an initial MTU, and sends one or more data packets to a receiving node. Upon receiving the data the receiver determines if fragmentation occurred. If no fragmentation occurred then the MTU path selected is the optimal MTU for the given path between the nodes. If fragmentation did occur then the sender is notified that the selected MTU was not the optimal MTU for the path. Either the receiver proposes a new MTU for the path, or the sender selects a new, smaller MTU. The process repeats until the receiver detects no fragmentation.

Abstract: A multi-homed network node comprises an interface that is addressable using a primary network address and a secondary network address. Network packets identifying the primary network address traverse a first network path and packets identifying the second network address traverse a second network path that is routed physically separately from the first network path. A transport layer network protocol association is established in the network between a first node and the multi-homed node. One or more data messages are sent to the second node and identify the primary network address. Network feedback information indicates one or more performance characteristics of the first network path. In response, the data messages are automatically modified to identify the secondary network address.

Abstract: Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on). Further, if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.

Abstract: Disclosed are, inter alia, methods, apparatus, computer-storage media, mechanisms, and means associated with automated discovery of network devices supporting particular transport layer protocols, such as, but not limited to Stream Control Transmission Protocol (SCTP). Packet switching devices automatically discover peer packet switching devices supporting a particular transport layer protocol, and then establish a session using the particular transport layer protocol between them for subsequent use in transporting packets.

Abstract: Rules in NAT and firewall devices are updated only when a packet flow is verified as genuine through transport-layer message acknowledgment sequences. When a device receives a packet indicating initiation of a new association, the device stores an internal source tag, an internal destination tag, an external source tag, and an external destination tag. Only after receiving a completion acknowledgment message from the destination node, the device sets the internal source tag equal to the external source tag, and sets the internal destination tag equal to the external destination tag. The rules are then updated based on the internal tags. As a result, the approach thwarts denial of service (DOS) attacks that seek to modify rules of NAT and firewall devices to permit harmful traffic.

Abstract: Methods and apparatus for supporting mobility using SCTP are disclosed. In accordance with one aspect of the invention, an SCTP association between a first network device and a second network device may be modified. The SCTP association includes a first set of IP addresses associated with the first network device and a second set of IP addresses associated with the second network device. The first network device establishes the SCTP association between the first network device and the second network device. An SCTP configuration message is then sent from the first network device to the second network device, the configuration message indicating a modification to be made to the SCTP association, thereby enabling the SCTP association to be modified without disconnecting an existing session.

Abstract: A method for communicating data in a network environment is provided that includes receiving one or more packets for establishing a communication session in a network and determining which of the packets should be delayed. A selected one or more of the packets are delayed for a designated time interval in order to extend a roundtrip time (RTT) parameter associated with the selected packets. The selected packets are communicated after the time interval has expired.

Abstract: A method and apparatus for data transmission is provided herein. In accordance with the preferred embodiment of the present invention a loss-ratio estimator (105) estimates a current loss (L) for a communication channel (108). Once the actual loss for the channel is known, a generator (104) compares the actual loss (L) to a target loss (T). A retransmission control parameter (R) is then adjusted by the generator (104) and output to a transmitter 103 where it is used to control the retransmission behavior and to determine when to abort a bad frame. When a bad frame is aborted, transmitter 103 indicates the abortion to a receiving device (102). A receiver then utilizes the indication to stop reporting the bad frame in all subsequent ACK/NAKs.

Abstract: Methods and apparatus for supporting mobility using SCTP are disclosed. In accordance with one aspect of the invention, an SCTP association between a first network device and a second network device may be modified. The SCTP association includes a first set of IP addresses associated with the first network device and a second set of IP addresses associated with the second network device. The first network device establishes the SCTP association between the first network device and the second network device. An SCTP configuration message is then sent from the first network device to the second network device, the configuration message indicating a modification to be made to the SCTP association, thereby enabling the SCTP association to be modified without disconnecting an existing session.

Abstract: The present invention provides a method and apparatus to determine the state of a communications link between two nodes in a network. Typically, each node will have an RTT-based value to use, a packets sent counter, and a threshold number to use against the packet sent counter to determine if there is a problem with their communications link. Using the RTT value makes the failure detection sensitive to the actual state of the communications link at any particular time; it also allows the failure detection algorithm to take into account the bursty nature of nodes in a packetized network connection. For each packet received from a non-local node, the local node sets the counter to 0 and starts a new RTT-based time interval. The local node then increments the counter only once, regardless of how many packets it sends to the non-local node, during the RTT-based time interval. Once the time interval is up, the counter is incremented for each packet sent.

Abstract: A method for communicating data in a network environment is provided that includes receiving one or more packets for establishing a communication session in a network and determining which of the packets should be delayed. A selected one or more of the packets are delayed for a designated time interval in order to extend a roundtrip time (RTT) parameter associated with the selected packets. The selected packets are communicated after the time interval has expired.

Abstract: A method and apparatus for data transmission is provided herein. In accordance with the preferred embodiment of the present invention a loss-ratio estimator (105) estimates a current loss (L) for a communication channel (108). Once the actual loss for the channel is known, a generator (104) compares the actual loss (L) to a target loss (T). A retransmission control parameter (R) is then adjusted by the generator (104) and output to a transmitter 103 where it is used to control the retransmission behavior and to determine when to abort a bad frame. When a bad frame is aborted, transmitter 103 indicates the abortion to a receiving device (102). A receiver then utilizes the indication to stop reporting the bad frame in all subsequent ACK/NAKs.

Abstract: The present invention provides a method and apparatus to determine the state of a communications link between two nodes in a network. Typically, each node will have an RTT-based value to use, a packets sent counter, and a threshold number to use against the packet sent counter to determine if there is a problem with their communications link. Using the RTT value makes the failure detection sensitive to the actual state of the communications link at any particular time; it also allows the failure detection algorithm to take into account the bursty nature of nodes in a packetized network connection. For each packet received from a non-local node, the local node sets the counter to 0 and starts a new RTT-based time interval. The local node then increments the counter only once, regardless of how many packets it sends to the non-local node, during the RTT-based time interval. Once the time interval is up, the counter is incremented for each packet sent.

Abstract: A method and apparatus for a handover of a communication signal (370) associated with a mobile communication unit (116) between a Generic C-based wireless communication system (302) and a MSC-based wireless communication system (304), is disclosed. The handover method includes establishing a plurality of trunks (401) between a landline switch (316) and a MSC (317). The method also includes configuring a landline number routing table (403) and a landline trunk group table (404) in the landline switch (316), a mobile trunk group table (406) in the MSC (317), and establishing a message translation table (405) in the computing platform (312), such that one of the plurality of trunks and an associated signaling path to the computing platform (312) are always selected when the handover is required.

Abstract: In a network communication system (300) a method and apparatus includes generating a record of state information (360) associated with a service connection (370), associating the record of state information (360) to a first (320-1) of an N processing units (320-1 through N), storing the associated record of state information (360) at a first (340-1) of an N memory units (340-1 through N) corresponding to the first processing unit (320-1), multicasting the associated record of state information (360) over an area network (310) to be received by at least one of a second through N (320-2 through N) of the N processing units (320-1 through N), and storing the associated record of state information (360) at one of the N memory units corresponding to the least one of the second through N processing units (320-2 through N).

Abstract: A communication network (100) includes a first server (124) and a second server, such as any of the servers (121-23), connected via a common network (101). First server (124) owns a record data (180) associated with at least one process running for serving a client device (174.) The second server keeps a copy of the record data. First server (124) performs a Hashing function over record data (180) to produce a first Hash value. The second server similarly performs the same or similar Hashing function over the copy of the record data to produce a second Hash value. First server (124) sends the first Hash value to the second server for comparison. If the first Hash value fails to match to the second Hash value, a latest copy of the record data (180) is sent from first server (124) to the second server upon request.

Abstract: Frames received by base stations (base stations) (103-107) are assigned a frame-quality indicator (FQI) by the base station. FQI information for all frames received is continuously backhauled to a switch (101). The switch (101) sidehauls the FQI information to a call anchoring base station, where a determination of a base station with the best FQI for each frame takes place. Once the anchoring base station determines a base station with the best FQI for a particular frame, the anchoring base station sends a FORWARD_FRAME message to the base station with the best FQI, or, if the anchoring base station is the base station with the best FQI, nothing is sent to the other base stations. Once the FORWARD_FRAME message is received by a base station, the base station immediately forwards the frame (identified by the frame number) to the switch (101). The switch (101) then routes the selected frame accordingly.