Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.

Abstract: A method and a system for adaptive outbound campaign are provided. The system includes a monitoring module for real-time monitoring of public sentiment to an outbound campaign. Further, the system includes an adaptive module communicably coupled to the monitoring module. The adaptive module further adapts one or more parameters corresponding to the outbound campaign based on the monitored public sentiment.

Abstract: In one embodiment, a router maintains a communication session between a local terminal unit and a remote terminal unit, the local terminal unit interconnected to the router over a local serial data link, and the remote terminal unit interconnected to the router over an Internet Protocol (IP) session via a remote router and a corresponding remote serial data link. The router may then monitor a state of the local serial data link, and communicates this state with the remote router over the IP session, as well as a remote state of the remote serial data link. The router may then correspondingly control the state of the local serial data link to match the remote state of the remote serial data link.

Abstract: In one embodiment, a data aggregator discovery (DAD) message may be distributed by an associated data aggregator, the DAD message identifying the initiating data aggregator, and comprising a recorded route taken from the data aggregator to a receiving particular node as well as a total path cost for the particular node to reach a root node of the DAG through the recorded route and via the data aggregator. The receiving particular node determines a path cost increase (PCI) associated with use of the data aggregator based on the total path cost as compared to a DAG-based path cost for the particular node to reach the root node via the DAG. If the PCI is below a configured threshold, the particular node may redirect traffic to the data aggregator as source-routed traffic according to the recorded route. The traffic may then be aggregated by the data aggregator, accordingly.

Abstract: A system and methodology to facilitate communication between non-compatible communication devices by utilization of a dynamic media proxy is provided. Information associated with an endpoint, such as, media capabilities, identity and system resource information is collected. Media proxy'ing is performed as part of capability negotiation. A dynamic media proxy is employed based on an analysis of the collected information. An analysis component can identify an endpoint that does not adhere to specific rules of transmission and can dynamically connect such an endpoint to a VTG (virtual talk group) via a proxy to prevent the endpoint from transmitting media into an active VTG that already has multiple talkers streaming media. Additionally, the location where media processing can occur can be dynamically determined based on the available system resources.

Abstract: In one embodiment, a device in a computer network receives a particular packet associated with a transmission attempts value, the associated transmission attempts value indicative of a first number of times a transmitter has attempted to transmit the particular packet. In response, the device increases by one a stored successful attempts value stored at the device, the stored successful attempts value indicative of a second number of times the device has received the same particular packet. As such, a reachability rate of a link from the transmitter to the device may be determined based on comparing the associated transmission attempts value to the stored successful attempts value.

Abstract: A method and apparatus to identify channels in a communications network are described. The method may comprise receiving communications on a plurality of communication channels including at least a first communication channel and a second communication channel. The method identifies when a channel change occurs from the first communication channel to the second communication channel. An audio identifier associated with the second communication channel is then included in an audio stream communicated via the second communication channel.

Abstract: In one embodiment, a particular node in a wireless network may receive a wireless signal, and may determine whether the wireless signal is intended for itself In response to determining that the wireless signal is intended for the particular node, the particular node may transmit a non-colliding wireless carrier sense detected alert (CSDA) signal during the received wireless signal to request that other nodes within communication distance of the particular node refrain from transmitting for a duration of the received wireless signal. In another embodiment, a node listens on a first frequency for a wireless CSDA signal regarding a second (colliding) frequency, and in response to receiving a CSDA signal, may refrain from transmitting a wireless signal on the second frequency for the particular duration, or else (if not receiving a CSDA signal), may allow transmission of a wireless signal on the second frequency, accordingly.

Abstract: A method for handling dynamic incidents includes initiating a first policy in response to a first incident. The first policy comprises a plurality of actions to be performed in response to the first incident. The method also includes creating at least one virtual talk group comprising a plurality of endpoints of different communication networks communicating using a respective communication protocol. The method further includes monitoring a plurality of events via a plurality of sources. At least one source comprises an endpoint from the plurality of endpoints of the virtual talk group. The method additionally includes detecting a deviation event and storing information indicative of the deviation event.

Abstract: In one embodiment, a policy coordination device receives soft policies from a plurality of localized energy consumption control devices, and examines the received soft policies to determine corresponding energy consumption. From this, the policy coordination device creates a global policy to reduce overall peak energy consumption between the received soft policies. As such, the policy coordination device transmits corresponding policy control commands to one or more of the plurality of localized energy consumption control devices based on the global policy. In another embodiment, a particular localized energy consumption control device discloses its soft policies and in response, receives a policy control command from the policy coordination device to control operation of one or more energy consuming devices (within soft limits of the soft policies) based on the global policy.

Abstract: In one embodiment, a particular field area router (FAR), in a local computer network (e.g., a mesh network) having a plurality of FARs, advertises a common subnet prefix assigned to the local computer network into a global computer network. Each of the plurality of FARs of the local computer network is configured to accept any traffic destined to the local computer network, and a tunnel overlay is built among the plurality of FARs. Upon receiving a packet at the particular FAR destined to a particular device in the local computer network, and in response to the particular FAR not having a host route to the particular device, it forwards the packet on the tunnel overlay to another of the plurality of FARs of the local computer network.

Abstract: In one embodiment, a management device determines a topology of nodes in a network. Based on the topology, frequency hopping sequences are assigned (and notified) to the nodes such that each particular node of a certain set of the nodes is assigned a frequency hopping sequence on which to transmit that is different than frequency hopping sequences of neighbors and hidden neighbors of that particular node. In another embodiment, a transmitting node first transmits a transmission indication signal on its particular frequency band based on its frequency hopping sequence, and then transmits a message on the particular frequency band. In a further embodiment, a receiving node listening to a plurality of frequency bands may detect the transmission indication signal on the particular frequency band. In response, the receiving node filters out all frequency bands other than the particular frequency band, and receives the following transmission on that particular frequency band.

Abstract: In one embodiment, a wireless transmitting node in a frequency hopping wireless network may determine whether a packet can be transmitted within a particular timeslot of a frequency hopping sequence based on a length of the packet. If unable to transmit the packet within the particular timeslot, the transmitting node extends the particular timeslot into a subsequent timeslot to allow transmission of the packet within the extended timeslot at a frequency associated with the particular timeslot. Once the extended timeslot ends, the transmitting node and receiving node hop frequencies into the subsequent timeslot to synchronize with the rest of the network that already hopped at the conventional rate. In another embodiment, a wireless receiving node may also extend the particular timeslot into a subsequent timeslot to allow reception of a packet that would extend beyond the particular timeslot, and may hop frequencies upon expiration of the extended timeslot.

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract: A training system for providing training to agents of an enterprise is provided. The training system may include a retrieval module for retrieving content from at least one predetermined resource. The training system further may include a topic determining module for determining at least one topic based on the retrieved content. The training system further may include an answer selecting module for selecting an answer for the at least one topic from the retrieved content based upon predefined rules. The training system further may include a reporting module for reporting the at least one topic and answer to one or more agents of the enterprise.

Abstract: In one embodiment, a receiving node in a computer network may detect congestion, and also identifies a set (e.g., subset) of its neighbor nodes. In response to the congestion, the receiving node may assign a transmission timeslot to each neighbor node of the set based on the congestion, where each neighbor is allowed to transmit (synchronously) only during its respective timeslot. The assigned timeslots may then be transmitted to the set of neighbor nodes. In another embodiment, a transmitting node (e.g., a neighbor node of the receiving node) may receive a scheduling packet from the receiving node. Accordingly, the transmitting node may determine its assigned transmission timeslot during which the transmitting node is allowed to transmit. As such, the transmitting node may then transmit packets only during the assigned timeslot (e.g., for a given time). In this manner, congestion at the receiving node may be reduced.

Abstract: In an example embodiment, there is disclosed herein an apparatus comprising a wireless transceiver and packet processing logic coupled to the wireless transceiver. The packet processing logic is responsive to receiving a packet from a first node on a first path addressed to a node on a second path via the wireless transceiver to forward the packet on the second path towards the node on the second path via the wireless transceiver. The packet processing logic is further configured to send a reply to the packet to the first node on the first path via the wireless transceiver to a second node on the first path that is within range of the wireless receiver and on the second path to the first node on the first path responsive to determining the wireless transceiver cannot send a message directly the first upstream node.

Abstract: A method is provided in one example embodiment and includes monitoring media streams associated with channels in a communication environment. The method also includes receiving an alert in one of the media streams and elevating a priority associated with the media stream receiving the alert. Elevating the priority can include increasing the volume of the media stream receiving the alert, changing a spatial direction for rendering the media stream receiving the alert, rendering the media stream receiving the alert to a priority spatial direction, identifying a primary channel and rendering the alert message to the primary channel, turning a volume down on media streams not receiving the alert, or a combination thereof.

Abstract: In one embodiment, a device in a computer network monitors an alternating-current (AC) waveform of an electrical power source at the device, where the power source is part of a polyphase power source system. Once the device determines a particular phase of the polyphase power source system at the device, then the device joins a directed acyclic graph (DAG) specific to the particular phase. In another embodiment, a device detects a time of a zero crossing of the AC waveform, and may then determine a particular phase of the polyphase power source system at the device based on the time of the zero crossing relative to a corresponding location within a frequency hopping superframe of the computer network.

Abstract: In one embodiment, a method includes electronically detecting a gesture of a user listening to a speaker via a communication device, and generating an audible and/or visual response that corresponds to the gesture. The audible and/or visual response is then communicated to the speaker. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.