Abstract: In one embodiment described herein, an omnichannel supervision interface system and method includes a hardware processor, and a graphics engine executed by the processor for displaying a first portion to display, for one contact center agent among a plurality of contact center agents, a near-real time transcript of the contact center agent's conversation with one customer over a plurality of channels, and a second portion to display a first media category of a session of the contact center agent and the customer, wherein the omnichannel supervision interface is operative to display a plurality of channels for the plurality of contact center agents. Related methods, apparatus, and systems are also described.

Abstract: In one embodiment described herein, an omnichannel supervision interface system and method includes a hardware processor, and a graphics engine executed by the processor for displaying a first portion to display, for one contact center agent among a plurality of contact center agents, a near-real time transcript of the contact center agent's conversation with one customer over a plurality of channels, and a second portion to display a first media category of a session of the contact center agent and the customer, wherein the omnichannel supervision interface is operative to display a plurality of channels for the plurality of contact center agents. Related methods, apparatus, and systems are also described.

Abstract: In one embodiment described herein, an omnichannel supervision interface system and method includes a hardware processor, and a graphics engine executed by the processor for displaying a first portion to display, for one contact center agent among a plurality of contact center agents, a near-real time transcript of the contact center agent's conversation with one customer over a plurality of channels, and a second portion to display a first media category of a session of the contact center agent and the customer, wherein the omnichannel supervision interface is operative to display a plurality of channels for the plurality of contact center agents. Related methods, apparatus, and systems are also described.

Abstract: In one embodiment described herein, an omnichannel supervision interface system and method includes a hardware processor, and a graphics engine executed by the processor for displaying a first portion to display, for one contact center agent among a plurality of contact center agents, a near-real time transcript of the contact center agent's conversation with one customer over a plurality of channels, and a second portion to display a first media category of a session of the contact center agent and the customer, wherein the omnichannel supervision interface is operative to display a plurality of channels for the plurality of contact center agents. Related methods, apparatus, and systems are also described.

Abstract: An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol.

Abstract: In an example embodiment, a Voice over IP (VoIP) system that provides for media forking at the caller's (ingress) gateway. The gateway receives data with a first address on a recording server for sending forked caller stream media and a second address on the recording server for sending forked called party stream media. The gateway sends forked media from the caller stream to the first address and forked media from the called party media to the second address. This provides a recording from the caller's perspective. By using this technique, the recording can include for example call transfer data and interactive voice response (IVR) data.

Abstract: A communication request from a contact center caller may be received in a contact center via any of a variety of communication devices equipped with any of a variety of operating systems, any of a variety of applications and with any of a variety of device capabilities. The communication request may also be received via any of the multiple different communication mediums. The contact center may have multiple agent devices logged in to the contact center. Agent devices logged in to the contact center may have different device capabilities. A system for dynamic contact center routing may route the communication request to an agent device based on device capabilities of a communication device used by the caller, and device capabilities of the agent device.

Abstract: An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol.

Abstract: An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol.

Abstract: An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol.

Abstract: An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol.

Abstract: In an example embodiment, a Voice over IP (VoIP) system that provides for media forking at the caller's (ingress) gateway. The gateway receives data with a first address on a recording server for sending forked caller stream media and a second address on the recording server for sending forked called party stream media. The gateway sends forked media from the caller stream to the first address and forked media from the called party media to the second address. This provides a recording from the caller's perspective. By using this technique, the recording can include for example call transfer data and interactive voice response (IVR) data.

Abstract: Described in an example embodiment herein is a method for extracting values from a plurality of data fields from a log file using a grammar file. The plurality of data fields and a procedure for extracting values from the plurality of data fields are defined in the grammar file. Extracted values are analyzed and graphically represented.

Abstract: An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol.

Abstract: An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol.