Abstract: In one embodiment, a device of a first wireless communication network determines a link budget from a terminal in the first communication network to an unintended receiver for a communication from the terminal to an intended receiver in the first wireless communication network, based on the communication being configured with initial communication parameters. The device also determines whether one or more adjusted communication parameters would result in reducing a received power at the unintended receiver being below a link budget threshold, while still satisfying a receive sensitivity of the intended receiver. If so, the device causes the terminal to transmit the communication using the adjusted communication parameters. In one embodiment, the device is the terminal, and causing comprises transmitting as the terminal.

Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.

Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

Abstract: A system for exchanging messages between a business user and another messaging-capable device, and associated methods are presented. The system may include a business server, an application programming interface (“API”) and/or an SMS database. The business server may be configured to exchange messages with the business user and to obtain a public identifier for the business user to enable duplex message exchange between the business user and the messaging-capable device by either retrieving the public identifier or associating the business user with the messaging-capable device and a public identifier. The system may accommodate temporary events, such as emergencies, by associated a public identifier with a business user initiating the temporary event and one or more messaging-capable devices involved in the event.

Abstract: In one embodiment, a process obtains a first compensated directional reading from a first directional sensor of a directionally sensitive system, and obtains a second compensated directional reading from a second directional sensor of the directionally sensitive system. The process may then determine, a difference between the first compensated directional reading and the second compensated directional reading, and declares, in response to the difference being greater than an acceptable threshold, an inaccurate directional reading. As such, the process may then prevent performance of a directionally sensitive action by the directionally sensitive system in response to an inaccurate directional reading.

Abstract: In one embodiment, a particular node in a shared media computer network may determine a set of network parameters for the network, and a timing of super-frames in the network, each super-frame having one or more frames, each frame divided into a plurality of timeslots. In addition, the particular node computes a discovery scheduling function using its own identification to determine in which particular timeslot of the frames to transmit a network discovery packet. Accordingly, the particular node may transmit the network discovery packet in the particular timeslot of the frames. In an additional or alternative embodiment, the particular node may receive a network discovery request from a requesting node. In response, the particular node determines whether it is free to reply to the network discovery request based on parameters in the network discovery request, and if free to reply, may transmit a network discovery packet to the requesting node.

Abstract: A system for exchanging messages between a business user and a mobile device, and methods for making and using the same. The system may include a business server, an application programming interface (“API”) and/or an SMS database. The business server may be configured to exchange messages with the business user and to obtain a public identifier for the business user to enable duplex message exchange between the business user and the mobile device by either retrieving the public identifier or associating the business user with the mobile device and a public identifier. The business user may be unambiguously determined according to the public identifier or a combination of the mobile device and the public identifier, which may enable the mobile device to direct a reply message to the business user that may be the sender of a direct message.

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 server of a first wireless communication network receives a wireless communication originated by a terminal of the first wireless communication network, the wireless communication containing a current geographic location of the terminal as determined by the terminal. The server may then determine acceptable communication parameters for the terminal to communicate on the first wireless communication network, e.g., based on preventing transmission by the terminal that might interfere with operation of one or more unintended receivers. The server then generates an instruction message for the terminal based on the acceptable communication parameters, and transmits the instruction message toward the terminal to cause the terminal to only continue transmitting according to acceptable communication parameters.

Abstract: In one embodiment, a device of a first wireless communication network determines a link budget from a terminal in the first communication network to an unintended receiver for a communication from the terminal to an intended receiver in the first wireless communication network, based on the communication being configured with initial communication parameters. The device also determines whether one or more adjusted communication parameters would result in reducing a received power at the unintended receiver being below a link budget threshold, while still satisfying a receive sensitivity of the intended receiver. If so, the device causes the terminal to transmit the communication using the adjusted communication parameters. In one embodiment, the device is the terminal, and causing comprises transmitting as the terminal.

Abstract: Playback of multimedia data associated with a recorded conference session is simplified, particularly for a person who participated in the conference session from a mobile device. At a recording server that is in communication with a plurality of endpoints in a conference session, multimedia received from the plurality of endpoints participating in the conference session is recorded. The recording server obtains geographical location information for at least one mobile endpoint participating in the conference session as the at least one mobile endpoint moves. The recording server temporally correlates the geographical location information for the at least one endpoint with recorded multimedia data for the conference session. The recording server stores data tags for the geographical location information for the at least one mobile endpoint in association with the recorded multimedia data for subsequent use in indexing to map data to retrieve a portion of the recorded multimedia data for playback.

Abstract: In one embodiment, a method includes a request that is obtained by a call center system from a customer. The method also includes identifying a first set of experts that includes at least a first expert suitable for, or capable of, processing the request. The first expert is offline with respect to the call center system. An offer task is created and provided to the first set of experts. The offer task identifies the request and initiates the scheduling of a callback to address the request.

Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.

Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.

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: 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: 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 predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.

Abstract: Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed.

Abstract: In one embodiment, a node may determine a topology of a plurality of reporting nodes within a directed acyclic graph (DAG) in a computer network. The reporting nodes may then be assigned to one of a plurality of reporting groups, where reporting nodes are allowed to report only during designated time windows corresponding to their assigned reporting group. The reporting nodes may then be informed of at least their own assignment to a particular reporting group. In another embodiment, a particular reporting node may join the DAG, and may also receive an assignment to one of a plurality of reporting groups. Accordingly, the particular reporting node may also determine designated time windows corresponding to the assigned reporting group, where the particular reporting node is allowed to report only during the designated time windows.