Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.

Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.

Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.

Abstract: In a system for disconnected authentication, verification records corresponding to given authentication token outputs over a predetermined period of time, sequence of events, and/or set of challenges are downloaded to a verifier. The records include encrypted or hashed information for the given authentication token outputs. In one embodiment using time intervals, for each time interval, token output data, a salt value, and a pepper value, are hashed and compared with the verification record for the time interval. After a successful comparison, a user can access the computer. A PIN value can also be provided as an input the hash function. A portion of the hash function output can be used as a key to decrypt an encrypted (Windows) password, or other sensitive information.

Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.

Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.

Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.

Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.

Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.

Abstract: Access of a user to a protected resource during a session is controlled by issuing an authentication information request and receiving authentication information from the user responsive to the authentication information request. The user is authenticated based upon verification of the received authentication information. One or more of the issuing, receiving and authenticating steps are repeated during the session to re-authenticate the user. At least a portion of the authentication information that is used during the re-authentication is different from a corresponding portion of the authentication information that was used during the initial authentication. A secure channel is optionally established between the user and the protected resource responsive to the initial verification. The secure channel can optionally be re-established with the re-authentication using the different portion of the authentication information.

Abstract: A method includes engaging in authentication operations each involving apparent use of a legitimate authenticator. Values of one or more authenticator variables are received and stored, where the authenticator variable(s) normally change in a known authenticator-specific way during the authentication operations, such as being calculated from a monotonically increasing dynamic variable. A risk analysis function is applied to the stored values to generate a risk indicator signal indicating a level of risk that the clone authenticator is in use. The risk analysis function includes detection of an abnormal change of the authenticator variable(s), such as use of non-monotonic dynamic variable values. The risk indicator signal is output to an access controller that operates, based on the level of risk indicated by the risk indicator signal, to selectively inhibit an otherwise successful authentication operation involving apparent use of the legitimate authenticator.

Abstract: A technique of message-passing using shared memory of an RF tag involves storing a message in the shared memory while a security processor of the RF tag is in a sleep mode, the security processor being constructed and arranged to access the shared memory when the security processor is in a wakened mode. The technique further involves transitioning the security processor from the sleep mode to the wakened mode, and processing the message from the shared memory using the security processor after the security processor has transitioned from the sleep mode to the wakened mode. If the security processor is awakened only as needed (rather than remain in the wakened mode), lifetime of a battery which powers the security processor can be maximized.

Abstract: A technique provides security to an electronic device. The technique involves disposing a microprocessor between a printed circuit board and a circuit element to restrict physical access to the microprocessor, the microprocessor having (i) a bottom which faces the printed circuit board in a first direction and (ii) a top which faces the circuit element in a second direction which is opposite the first direction. The technique further involves delivering power to the microprocessor from a power source while the microprocessor is disposed between the printed circuit board and the circuit element, the microprocessor performing electronic operations in response to the power delivered from the power source. The technique further involves electronically altering or preventing the microprocessor from further performing the electronic operations in response to tampering activity on the circuit element. Such detection of the tampering activity may involve monitoring a covert signal for tamper evidence detection.

Abstract: A method of generating authentication seeds for a plurality of users, the method involving: based on a single master seed, generating a plurality of derivative seeds, each one for a corresponding different one of a plurality of users; and distributing the plurality of derivative seeds to a verifier for use in individually authenticating each of the plurality of users to that verifier, wherein generating each one of the plurality of derivative seeds involves mathematically combining the master seed and a unique identifier identifying the corresponding user.

Abstract: A method of communicating within a system that includes a device, a controller for the device, a token, and a driver which implements a predefined interface for enabling communication with and/or control of the device through the controller, the method involving: via the predefined interface, receiving instructions and/or data at the controller from the driver for controlling the device; via the predefined interface, receiving at the controller a preselected control parameter indicating that communication with the token is desired; and in response to receiving the preselected control parameter, directing communications to the token.

Abstract: A system for detecting and preventing replay attacks includes a plurality of interconnected authentication servers, and one or more tokens for generating a one-time passcode and providing the one-time passcode to one of the authentication servers for authentication. The system includes an adjudicator function associated with each authentication server. The adjudicator evaluates a high water mark value associated with a token seeking authentication, allows authentication to proceed for the token if the high water mark evaluation indicates that the one-time passcode was not used in a previous authentication, and prevents authentication if the high water mark evaluation indicates that the one-time passcode was used in a previous authentication. The token is associated with a home authentication server that maintains a current high water mark of the token. The home authentication server validates the current high water mark on behalf of the adjudicator function evaluating the token for authentication.

Abstract: A landscape rake attachment for an excavation machine. An exemplary attachment may have a grasping plate with a back surface sized to rest against a teeth edge of the machine bucket and a front surface to make contact with a machine thumb. An anti-slip plate may extend along a top edge of the grasping plate with a width greater than the depth of the grasping plate. A finger mounting plate may be coupled to a lower edge of the grasping plate and extend horizontally from each side of the lower edge. A plurality of fingers may be coupled to the finger mounting plate and extending downward from the finger mounting plate.

Abstract: A system for detecting and preventing replay attacks includes a plurality of interconnected authentication servers, and one or more tokens for generating a one-time passcode and providing the one-time passcode to one of the authentication servers for authentication. The system includes an adjudicator function associated with each authentication server. The adjudicator evaluates a high water mark value associated with a token seeking authentication, allows authentication to proceed for the token if the high water mark evaluation indicates that the one-time passcode was not used in a previous authentication, and prevents authentication if the high water mark evaluation indicates that the one-time passcode was used in a previous authentication. The token is associated with a home authentication server that maintains a current high water mark of the token. The home authentication server validates the current high water mark on behalf of the adjudicator function evaluating the token for authentication.

Abstract: A method of generating authentication seeds for a plurality of users, the method involving: based on a single master seed, generating a plurality of derivative seeds, each one for a corresponding different one of a plurality of users; and distributing the plurality of derivative seeds to a verifier for use in individually authenticating each of the plurality of users to that verifier, wherein generating each one of the plurality of derivative seeds involves mathematically combining the master seed and a unique identifier identifying the corresponding user.

Abstract: A single sign-on technique allows multiple accesses to one or more applications or other resources using a proof-of-authentication module operating in conjunction with a standard authentication component. The application or other resource issues an authentication information request to the standard authentication component responsive to an access request from the user. The application or other resource receives, responsive to the authentication information request, a proof-of-authentication value from the standard authentication component, and authenticates the user based on the proof-of-authentication value. The standard authentication component interacts with the proof-of-authentication module to obtain the proof-of authentication value. The proof-of-authentication module is configured to generate multiple proof-of-authentication values for authentication of respective access requests of the user.