Abstract: In one embodiment, a repeater node in a shared media network may intercept a shared media transmission from a first node to a second node. Once a shared media transmission is intercepted, the repeater node may determine whether the second node returns an acknowledgement (ACK) to the first node. If the second node does not return an ACK to the first node, the repeater node repeats the shared media transmission to the second node. Also, according to one or more additional embodiments of the disclosure, when receiving an ACK at the repeater node from the second node in response to the repeated shared media transmission, the repeater node may also forward the ACK from the second node to the first node.

Abstract: In one embodiment, a method includes identifying a plurality of locations associated with a conference system that has a conference server and a mixer, and prioritizing the locations by assigning a first priority to at least a first location and assigning a second priority to a second location. The second priority is lower than the first priority. The method also includes processing received media streams such that media streams received from endpoints associated with the first location are processed as having a higher priority than media streams received from endpoints associated with the second location.

Abstract: A node in a Low power and Lossy Network (LLN) is managed by monitoring a routing configuration on a node in a LLN. A triggering parameter that is used to invoke an address change on a child node is tracked and a threshold against which to compare the triggering parameter is accessed. The triggering parameter is compared to the threshold. Based on results of comparing the triggering parameter to the threshold, it is determined that an address change at the child node is appropriate. An address change of a child node appearing in the routing configuration is invoked based on the determination that an address change is appropriate.

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Abstract: In one embodiment, a node may determine a trigger for establishing transmission priority on a path through a shared-media communication network for priority traffic to a particular node. As such, the node may generate a path clear message (PCM) that would instruct one or more receiving nodes along the path to suspend transmission for traffic other than the priority traffic for a specified duration, and also to transmit a local non-repeated distributed message to one or more neighbor nodes of each respective receiving node, the local non-repeated distributed message to instruct the neighbor nodes to suspend transmission for the specified duration. After transmitting the PCM along the path to the particular node to establish the transmission priority for the priority traffic along the path through the shared-media network, the priority traffic may be transmitted to the particular node along the path during the transmission priority.

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 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: A method for managing virtual talk groups includes facilitating communications from a plurality of endpoints via an interoperability system. The plurality of endpoints comprises endpoints of different communication networks. The method includes configuring a virtual talk group comprising a first group of the plurality of endpoints and assigning to at least one endpoint of the first group of the plurality of endpoints of the virtual talk group functionality with respect to the interoperability system based on a relative priority of the at least one endpoint to other endpoints of the first group of the plurality of endpoints.

Abstract: Contact center agents often work in close proximity to other agents. As a primary agent is engaged in a call, a neighboring agent speech may be picked up by the primary agent's microphone. Contact centers using automated speech recognition systems may monitor the agent's speech for key terms and, if detected, respond accordingly. Determining a primary agent spoke a key term, when the true speaker of the key term is a neighboring agent, may cause errors or other problems. Characterizing at least the primary agent's voice and then, once a key term is detected, determining if it was the primary agent that spoke the key term, may help to reduce the errors. Additionally, computational requirements may be reduced as non-key terms may be quickly discarded and optionally, key terms determined to not have been spoke by the primary agent, may also be discarded without further processing.

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: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.

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: 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, an energy manager determines respective energy profiles of one or more local end-devices for which the energy manager is responsible. Through communication between a power grid controller and the energy manager, one or more aspects of power grid operations may be controlled based on the communicating and the respective energy profiles. For example, in one embodiment, upon receiving a global demand response (DR) request, the energy manager determines respective specific DR control for the one or more local end-devices based on the received DR request and the respective energy profiles, and transmits the respective specific DR control to the one or more local end-devices, accordingly. In another embodiment, power grid operations may be stabilized based on the respective energy profiles.

Abstract: In an example embodiment, an example method is provided for echo mitigation in a conference call. In this method, a test audio signal is transmitted to a conference endpoint and as a result, an echo associated with the transmittal of the test audio signal is received. One or more parameters of the echo are then identified and an echo mitigation process is selected from multiple echo mitigation processes based on the identified parameters. The selected echo mitigation process is then applied.

Abstract: A contact center system can receive messages from social media sites or centers. The messages may include a problem encountered by a customer. The system can review messages to identify the problem and any solution provided in the social media. The system may then automatically retrieve, store, and repurpose the solution. Thus, the system uses the discovered solution to respond to future occurrences of the problem.

Abstract: In one particular embodiment, surveillance information is determined from a surveillance system. The surveillance information provides information on an event being monitored by the surveillance system. It is determined if a virtual talk group should be created for the event. If so, the virtual talk group is created such that a plurality of users in the virtual talk group can communicate with each other in the virtual talk group.

Abstract: In a wide-area communication system, users or numbers in the system to be alerted are ranked so to improve the efficiency of the alert calls. Rankings are based on various factors, including whether two or more users are on the same active call, whether a user is on an active call, how recently a user ended a call, and whether a user recently missed a call. Within rankings, there may be multiple callers or numbers. These users may further be ranked, such as by determining which caller is expected to end a call first based on the current elapsed time of the call and the average call duration for that user or number.

Abstract: System and method to improve quality of a high-availability recording of a media stream, the method including: recording the media stream by at least a first and second recorders at separate network locations, to produce first and second recordings; comparing quality metrics of the first and second recordings; and creating an archival copy of the media stream based upon a comparison of quality metrics. In some embodiments, the method may further include: segmenting the first and second recordings into a respective first and second plurality of coextensive segments; and for substantially each segment of the first plurality of segments: comparing a quality metric of said segment with a quality metric of a corresponding segment from the second plurality of segments; and creating an archival copy of a segment of the media stream based upon a comparison of quality metrics for said segment.

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.