Abstract: A method, apparatus and computer program product for providing connection recovery for a chat client is presented. A chat session connection is established between a chat client and a server. Heartbeat messages are exchanged between the chat client and the server at predetermined time intervals. When a failure to receive a heartbeat message for longer than one of the predetermined time intervals, then a lost connection message is provided to at least one of the server and client. Messages for client are queued at the server while the connection is lost; and messages for the server are queued at the client while the connection is lost. If the connection can be re-established the queued messages are sent, otherwise the session is terminated.

Abstract: A call center processes calls in such a way that a caller's matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller's matter handled by the first agent. Subsequently, the second agent is given an opportunity to play back the voice recording prior to the second agent handling the caller's matter. In this way, the caller is not required to repeat the same information to both the first and second agents.

Abstract: A method is disclosed that enables a user to set their “away” or auto-reply messages for two or more communications services (e.g., e-mail, voice mail, etc.) in one action. Separate actions are required in the prior art to change each outgoing message for every distinct communication service. The illustrative embodiment of the present invention is a method that enables a user to change the auto-reply message for multiple communication services with less effort than was required for multiple services in the prior art. In accordance with the illustrative embodiment, a text auto-reply message intended for e-mail is automatically converted into an abbreviated form for instant messaging and wireless text services and into audio for services like telephony. Furthermore, the illustrative embodiment enables the automatic translation of messages into different natural languages, and can apply rules so that the resulting messages are used appropriately.

Abstract: A call center processes calls in such a way that a caller's matter is first handled by a first agent and is subsequently handled by a second agent. The call center creates a voice recording of at least part of that portion of the caller's matter handled by the first agent. Subsequently, the second agent is given an opportunity to play back the voice recording prior to the second agent handling the caller's matter. In this way, the caller is not required to repeat the same information to both the first and second agents.

Abstract: A method is disclosed that enables a user to set their “away” or auto-reply messages for two or more communications services (e.g., e-mail, voice mail, etc.) in one action. Separate actions are required in the prior art to change each outgoing message for every distinct communication service. The illustrative embodiment of the present invention is a method that enables a user to change the auto-reply message for multiple communication services with less effort than was required for multiple services in the prior art. In accordance with the illustrative embodiment, a text auto-reply message intended for e-mail is automatically converted into an abbreviated form for instant messaging and wireless text services and into audio for services like telephony. Furthermore, the illustrative embodiment enables the automatic translation of messages into different natural languages, and can apply rules so that the resulting messages are used appropriately.

Abstract: In a computing system, at least one computer-readable medium is for storing information. The information includes at least one installation file. The installation file includes at least one first instruction and at least one table. Also, the information includes at least one programmable file. The programmable file includes at least one second instruction. The programmable file is specified by the first instruction. A computing device is for executing an installation program in response to the installation file for installing at least a portion of the information onto the computing system. In response to the first instruction, the computing device executes the programmable file for revising the table in response to which the computing device executes the installation program.