Abstract: Connecting agent to customers is the cornerstone of contact center operations. When a customer is connected to an agent for real-time communications (e.g., voice), they can be particular sensitive to any delay, such as the delay to establish a media channel between the agent's endpoint and the customer's device. By establishing a media channel between the agent's device and a server having initially received the communication, the communication may be attached to the existing media channel without requiring the time and resources otherwise necessary to establish the media channel. Additionally, if a problem or failure occurs, a server utilized for the connection may seek to establish the media channel with a second network, such as a telephone network, or a second agent endpoint or endpoint component.

Abstract: Embodiments provide systems and methods for exchanging media through an edge server between different communication networks. More specifically, embodiments of the present disclosure provide systems and methods for establishing and conducting voice and/or video communications between one or more parties on a private network, such as within an enterprise, and one or more parties on a different network such as another private network or an open network such as the Internet using an edge server of the enterprise network. This edge server, also referred to herein as a Session Border Controller (SBC), can be adapted to allow media packets to traverse through a port typically kept open by enterprise firewalls and used for other data exchanges such as HyperText Transfer Protocol (HTTP) data traffic. The SBC can also provide multiplexing and demultiplexing of media streams through the same port and address to traverse firewalls between the different communication networks.

Abstract: Connecting agent to customers is the cornerstone of contact center operations. When a customer is connected to an agent for real-time communications (e.g., voice), they can be particular sensitive to any delay, such as the delay to establish a media channel between the agent's endpoint and the customer's device. By establishing a media channel between the agent's device and a server having initially received the communication, the communication may be attached to the existing media channel without requiring the time and resources otherwise necessary to establish the media channel. Additionally, if a problem or failure occurs, a server utilized for the connection may seek to establish the media channel with a second network, such as a telephone network, or a second agent endpoint or endpoint component.

Abstract: Embodiments provide systems and methods for exchanging media through an edge server between different communication networks. More specifically, embodiments of the present disclosure provide systems and methods for establishing and conducting voice and/or video communications between one or more parties on a private network, such as within an enterprise, and one or more parties on a different network such as another private network or an open network such as the Internet using an edge server of the enterprise network. This edge server, also referred to herein as a Session Border Controller (SBC), can be adapted to allow media packets to traverse through a port typically kept open by enterprise firewalls and used for other data exchanges such as HyperText Transfer Protocol (HTTP) data traffic. The SBC can also provide multiplexing and demultiplexing of media streams through the same port and address to traverse firewalls between the different communication networks.

Abstract: The system and method monitor a secure Web Real Time Communication (WebRTC) session between browsers. To do so, a WebRTC application receives a first WebRTC offer with a fingerprint of a first browser to establish a secure communication session. The WebRTC application sends session information and the fingerprint of the first browser to a media relay. The WebRTC application receives a fingerprint of a media relay. A second WebRTC offer with a fingerprint of the media relay is sent to a second browser. An answer to the second WebRTC offer is received. Session information and the fingerprint of the second browser are sent to the media relay so the media relay can decrypt the secure communication session. The first WebRTC offer is answered. A secure communication session is established via the media relay using the fingerprints. The media relay, based on the fingerprints, can monitor the secure communication session.

Abstract: A method and system for selectively replicating data from a primary database associated with a primary server to a secondary database associated with a secondary server. The secondary server determines that a replication task using a first update command has modified the primary database. The secondary server determines a primary table in the primary database has been updated. The secondary server generates a secondary federated table that is coupled to the primary table. The secondary server obtains a second update command based on the first update command from the primary database and applies the second update command to a secondary table in the secondary database using the secondary federated table.

Abstract: Disclosed is a system and method for providing low-frame rate continuous presence for all video participants to a video conference.

Abstract: The system and method monitor a secure Web Real Time Communication (WebRTC) session between browsers. To do so, a WebRTC application receives a first WebRTC offer with a fingerprint of a first browser to establish a secure communication session. The WebRTC application sends session information and the fingerprint of the first browser to a media relay. The WebRTC application receives a fingerprint of a media relay. A second WebRTC offer with a fingerprint of the media relay is sent to a second browser. An answer to the second WebRTC offer is received. Session information and the fingerprint of the second browser are sent to the media relay so the media relay can decrypt the secure communication session. The first WebRTC offer is answered. A secure communication session is established via the media relay using the fingerprints. The media relay, based on the fingerprints, can monitor the secure communication session.

Abstract: Disclosed is a system and method for calculating a relative activity factor from a plurality of endpoints in a video conference to affect display layout during the video conference.

Abstract: Disclosed is a system and method for providing low-frame rate continuous presence for all video participants to a video conference.

Abstract: A method and apparatus for detecting use of an utterance. A voice session including voice signals generated during a conversation between a first participant and a second participant is monitored by a speech analytics processor. The speech analytics processor detects the use of an utterance. A speech recognition processor channel selected from a pool of speech recognition processor channels and is coupled to the voice session. The speech recognition processor provided speech recognition services to a voice-enabled application. The speech recognition processor channel is then decoupled from the voice session. The speech analytics processor continues to monitor the conversation for subsequent use of the utterance.

Abstract: The present invention relates to creating a phonetic index of phonemes from an audio segment that includes speech content from multiple sources. The phonemes in the phonetic index are directly or indirectly associated with the corresponding source of the speech from which the phonemes were derived. By associating the phonemes with a corresponding source, the phonetic index of speech content from multiple sources may be searched based on phonetic content as well as the corresponding source.

Abstract: A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users.

Abstract: A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users.

Abstract: A collaboration agent for facilitating real-time communications on behalf of a user. The collaboration agent includes a conference bridge that anchors calls to the conference bridge. The collaboration agent uses contextual information associated with the user to manage the real-time communications. The collaboration agent can communicate with other collaboration agents associated with other users.

Abstract: A method and system for selectively replicating data from a primary database associated with a primary server to a secondary database associated with a secondary server. The secondary server determines that a replication task using a first update command has modified the primary database. The secondary server determines a primary table in the primary database has been updated. The secondary server generates a secondary federated table that is coupled to the primary table. The secondary server obtains a second update command based on the first update command from the primary database and applies the second update command to a secondary table in the secondary database using the secondary federated table.

Abstract: A system for monitoring a communication session in a contact center comprises a store of one or more defined speech events which may occur in a communication session for a contact being handled by an agent operating an agent station of the contact center, a speech event comprising at least one occurrence of at least one word in an audio stream of a communication session. A speech analyser is operable, during a communication session involving an agent station of the contact center, to detect the occurrence of one of the speech events. An event generator is responsive to detection of one of the speech events, for issuing an event notification during the communication session identifying the speech event to a reporting component of the contact center which has been configured to receive such event notifications.

Abstract: A method and apparatus for detecting use of an utterance. A voice session including voice signals generated during a conversation between a first participant and a second participant is monitored by a speech analytics processor. The speech analytics processor detects the use of an utterance. A speech recognition processor channel selected from a pool of speech recognition processor channels and is coupled to the voice session. The speech recognition processor provided speech recognition services to a voice-enabled application. The speech recognition processor channel is then decoupled from the voice session. The speech analytics processor continues to monitor the conversation for subsequent use of the utterance.

Abstract: A call conferencing apparatus, method, and computer program allow a chairperson or other participant to enter a pass code for a conference call dynamically. Other participants are then prompted for the pass code. Participants who enter the correct pass code are allowed to join a conference bridge, while participants who enter an incorrect pass code are not.

Abstract: An apparatus, method, and computer program manage resources in a communication system. The apparatus, method, and computer program determine an amount of resources provided by at least one central processing unit and a present communication session load placed on the central processing unit. The apparatus, method, and computer program then use the amount of available resources and the present communication session load to accept or reject requests for communication sessions.