Abstract: Methods, apparatuses, and computer-readable media for providing a collaboration license to an application for participant user device(s) participating in an on-line collaboration are disclosed. In one embodiment, a method is provided for licensing at least one application. The method includes transmitting a license request for at least one collaboration license. The collaboration license authorizes usage of at least one application on at least one participant user device participating in a collaboration. The collaboration may include at least one collaborative communication session among a plurality of participant user devices. The method further includes receiving the at least one collaboration license. Apparatuses and computer-readable media having instructions for providing the method are also disclosed.

Abstract: Search systems and methods are disclosed. Content and data in support of search results are stored in a central repository. Moreover, the centrally stored content and data can be made available to one or more authorized devices. Searches can be conducted across a single device, or a community of devices. The community of devices over which a search is performed can include devices that are not publicly accessible, and that require the provision of authentication information. The community of devices over which a search is performed, and the set of authorized devices, can be determined based on various factors.

Abstract: An event reporting system includes a computational component 228 operable (a) to receive notification of a change to an attribute of an entity, the entity, prior to the change, being associated with a first surrogate key, and (b) to defer the use of a second surrogate key for the entity until a selected time. The second surrogate key was generated to reflect the change.

Abstract: In the next generation contact center, a plethora of attributes may be used to describe incoming work requests as well as agents able to handle the work. A work assignment engine may have to sort through hundreds of combinations of attributes in order to identify the optimal or a close-to-optimal solution. One of the problems is how to process this amount of information quickly, as discussed above, at times on systems that do not have the computational horsepower to analyze complex data in a timely manner. This can create a tremendous, unmanageable computational burden for the contact center. One exemplary embodiment reduces the computational burden, and provides additional benefits, by employing a contact center-optimized extension of factor analysis techniques. In general, factor analysis is a statistical method used to describe variability among observed, correlated variables, e.g., attributes, in terms of a potentially lower number of unobserved, uncorrelated variables called factors.

Abstract: Methods, apparatuses, and computer-readable media for providing a collaboration license to an application for participant user device(s) participating in an on-line collaboration are disclosed. In one embodiment, a method is provided for licensing at least one application. The method includes transmitting a license request for at least one collaboration license. The collaboration license authorizes usage of at least one application on at least one participant user device participating in a collaboration. The collaboration may include at least one collaborative communication session among a plurality of participant user devices. The method further includes receiving the at least one collaboration license. Apparatuses and computer-readable media having instructions for providing the method are also disclosed.

Abstract: Provided herein is a system and method for assigning a service contact from a customer to a service agent. The method may include: generating a customer information record from the service contact; producing a result set of eligible service agents by use of the customer information record; sorting the result set of eligible service agents based upon a predetermined criterion, to produce a sorted result set of eligible service agents; assigning a service agent from the sorted result set of eligible service agents, to produce an assigned service agent; and monitoring a communication channel for a refusal message from the assigned service agent. If a refusal message is received from the assigned service agent, then the method may further include: classifying the assigned service agent as ineligible; and assigning another service agent from the sorted result set of eligible service agents, to produce an assigned service agent.

Abstract: Provided herein is a system and method for assigning a service contact from a customer to a service agent. The method may include: generating a customer information record from the service contact; producing a result set of eligible service agents by use of the customer information record; sorting the result set of eligible service agents based upon a predetermined criterion, to produce a sorted result set of eligible service agents; assigning a service agent from the sorted result set of eligible service agents, to produce an assigned service agent; and monitoring a communication channel for a refusal message from the assigned service agent. If a refusal message is received from the assigned service agent, then the method may further include: classifying the assigned service agent as ineligible; and assigning another service agent from the sorted result set of eligible service agents, to produce an assigned service agent.

Abstract: Search systems and methods are disclosed. Content and data in support of search results are stored in a central repository. Moreover, the centrally stored content and data can be made available to one or more authorized devices. Searches can be conducted across a single device, or a community of devices. The community of devices over which a search is performed can include devices that are not publicly accessible, and that require the provision of authentication information. The community of devices over which a search is performed, and the set of authorized devices, can be determined based on various factors.

Abstract: An event reporting system includes a computational component 228 operable (a) to receive notification of a change to an attribute of an entity, the entity, prior to the change, being associated with a first surrogate key, and (b) to defer the use of a second surrogate key for the entity until a selected time. The second surrogate key was generated to reflect the change.

Abstract: An event reporting system includes a computational component 228 operable (a) to receive notification of a change to an attribute of an entity, the entity, prior to the change, being associated with a first surrogate key, and (b) to defer the use of a second surrogate key for the entity until a selected time. The second surrogate key was generated to reflect the change.

Abstract: In one embodiment, a data processing system includes a first database 304 maintained by a first party (such as a customer); a second database 324, 328 maintained by a second party (such as a vendor) different from the first party; a work queue 316 to specify data to be added to the second database; an extract, transform and load module 308 to write data from the first database to the work queue; and a data import module operable 320 to import data from the work queue to the second database. In the system, the first party is not privileged to write the data directly to the second database but is privileged to write the data to the work queue. The import module transforms the data written to the work queue to a form semantically compatible with the second database.

Abstract: A new type of message component (204, 205) enables message creators to specify, inside of a message (200), how the body components (202-203) of the message are to be presented to message recipients; multiple such components enable multiple presentations to be specified for a single message. Included in the message by the message creator as one or more message components (204, 205) of type "presentation", each presentation component specifies the order, durations, and any concurrency, of presentation of the message's body components. Each presentation component is a script that, upon its invocation (300) by the message recipient, executes (302-318) on the recipient's message-presentation equipment (102, 107) and presents the message's body components to the message recipient in the order and for the durations specified, and presents concurrently any body components typically ones expressed in different media that are specified to be presented concurrently.