Abstract: A single presentation logic that is independent of a user interface framework is provided. Also provided is a protocol to interface the single presentation logic to the user interface framework. A plurality of user interfaces is configured to be plugged to the single presentation logic.

Abstract: A single presentation logic that is independent of a user interface framework is provided. Also provided is a protocol to interface the single presentation logic to the user interface framework. A plurality of user interfaces is configured to be plugged to the single presentation logic.

Abstract: A single presentation logic that is independent of a user interface framework is provided. Also provided is a protocol to interface the single presentation logic to the user interface framework. A plurality of user interfaces is configured to be plugged to the single presentation logic.

Abstract: A single presentation logic that is independent of a user interface framework is provided. Also provided is a protocol to interface the single presentation logic to the user interface framework. A plurality of user interfaces is configured to be plugged to the single presentation logic.

Abstract: Apparatus for recording multi-party Internet Protocol (IP) sessions at a branch, the apparatus comprising: a data capturer, deployed on a device in a local network of the branch, configured to capture at least one data packet of a multi-party IP session involving the branch; and a recorder, deployed on the device, associated with the data capturer, and configured to receive at least one of the captured data packets from the data capturer and to record the received data packets.

Abstract: System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

Abstract: System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

Abstract: Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.

Abstract: System and method for recording communication sessions in a peer-to-peer communication networks. End-devices of the peer to peer communication network may register with a selected super-node that may fork media to a recording system for recording. Communication sessions arriving at a call center may be transferred between the external end-device and the target agent end-device via a recorder and the communication session media may be recorded. Alternatively, a conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

Abstract: A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone call and determining by the central recording unit whether to record the call.

Abstract: A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.

Abstract: Embodiments of the invention are directed to a system and method for routing interactions. A method may include receiving a message related to the interaction. Text included in the message may be analyzed. A destination may be selected for the message based on analysis of the text. The message may be routed to the selected destination.

Abstract: System and method for recording communication sessions in a peer-to-peer communication networks. End-devices of the peer to peer communication network may register with a selected super-node that may fork media to a recording system for recording. Communication sessions arriving at a call center may be transferred between the external end-device and the target agent end-device via a recorder and the communication session media may be recorded. Alternatively, a conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

Abstract: A system and method for central recording of telephone calls are provided. The method may include transferring a telephone call from a session border controller (SBC) to a contact center and to a central recording unit, transferring of CTI information from the contact center to the central recording unit, associating the CTI information to the telephone cal and determining by the central recording unit whether to record the call.

Abstract: A system and method for forwarding a session based on a recording capacity. A recording sub-system may inform a session forwarding component of a recording capacity associated with agents. A forwarding component may select an agent to handle a session based on a recording capacity associated with the agent. A session may be interrupted if the recording capacity associated with the session is reduced below a predefined level.

Abstract: System and method for transmitting interaction metadata messages, for example, computer telephony integration (CTI) messages, from one or more network end points and/ox from a central network device to a recording system using a light-weight interaction metadata protocol, for example, a light-weight CTI protocol, over one or more communication services.

Abstract: Device and method for receiving information from one or more media providers capable of transmitting a media session and from one or more media recorders capable of recording the media session and selecting one of the recorders for recording the media session based on the received information and a predetermined set of rules.

Abstract: Apparatus for recording multi-party Internet Protocol (IP) sessions at a branch, the apparatus comprising: a data capturer, deployed on a device in a local network of the branch, configured to capture at least one data packet of a multi-party IP session involving the branch; and a recorder, deployed on the device, associated with the data capturer, and configured to receive at least one of the captured data packets from the data capturer and to record the received data packets.