Abstract: A system and method for protecting components of an IP telephony network whereby a protection scheme is enabled upon detection of resource exhaustion within the network that prevents delivery of incoming messages. Resource exhaustion may result from denial of service attacks and/or malfunctions in automated dialing systems. Once a protection scheme is enabled, the system activates mechanisms for identifying calling parties that are suspected of contributing to the resource exhaustion condition. These suspected calling parties may be placed in a blocked sender list, either manually or automatically. Calling parties may be presented with a challenge function in order to determine whether the call is being made by an automated dialing system. The system blocks incoming calls from calling parties identified in the blocked sender list either permanently or for a specified time duration. The protection scheme remains enabled for a specified duration or until the resource exhaustion condition has subsided.

Abstract: A method for providing relationship-centric resources includes establishing a communication session between a first device and a second device, determining, during the communication session between the first and second devices, an intersection of mutual topics of interest between users of the first and second devices by cross-referencing sets of interests for the users, retrieving content based on a determination that the content meets a content descriptor, and simultaneously displaying the retrieved content. The content descriptor describes a nature of the communication session. The retrieving is further based on a determination that the content is related to a mutual topic of interest from the intersection of mutual topics of interest between the users of the first and second devices. The determination of relatedness is based on a cross-reference between the content and the mutual topic of interest. The cross-reference is stored in a lookup table.

Abstract: A method of real-time streaming telecommunication event records. The method comprises receiving event records by a collector component executing on a computer system, storing the event records in a messaging queue by the collector component, where the messaging queue is executed on the computer system, retrieving some of the event records from the messaging queue by a producer component executing on the computer system, where each of the retrieved event records are associated with a same on-going telecommunication activity, aggregating the event records associated with the same on-going telecommunication activity by the producer into a bundle, retrieving the bundle by a consumer component executing on the computer system, formatting the bundle by the consumer component into an aggregated data record, analyzing the aggregated data record based on a predefined fraud pattern by the consumer component, and generating a billing record by the consumer component based on the aggregated data record.

Abstract: Disclosed herein is a method of obtaining merchant sales information for marketing or sales teams. Including accessing transaction data from one or more financial institutions and extracting metadata associated with the transaction data in accordance with at least one rule. The metadata is then analyzed to identify transaction data associated with one or more merchants. The transaction data associated with the one or more merchants is provided to the marketing or sales teams.

Abstract: A security appliance with one or more processors and a memory communicatively coupled to the one or more processors is described. The memory includes behavior profiling service logic that, when executed by the one or more processors, (i) creates a behavior profile for a particular entity based on received incoming data, and (ii) determines whether the behavior profile identifies that a malicious attack is being performed by the particular entity based on a comparison of the behavior profile to a reference profile. The reference profile represents historical behavior of the particular entity that is monitored over a prescribed period of time.

Abstract: A device obtains information concerning a plurality of customer service representatives to identify a customer service representative and a user device associated with the customer service representative. The device selects a test issue of a plurality of test issues to be presented to the customer service representative, and, based on the test issue, a virtual assistant to converse with the customer service representative. The device initiates, based on an availability of the user device, a communication session with the user device, and causes the virtual assistant to converse with the customer service representative regarding the test issue. The device obtains data concerning a performance of the customer service representative during the communication session, processes the data using a machine learning model to determine a performance score for the customer service representative, and causes, based on the performance score for the customer service representative, at least one action to be performed.

Abstract: A system and method of providing caller identification (ID) over a public switched telephone network (PSTN). For outbound calls, the system and method enable a caller to provide a caller ID that differs from the native caller ID of their mobile phone. The system and method enable multiple phones tied to a single account to display the same caller ID for outbound calls. For forwarded inbound calls, such as calls being forwarded from an office, the system and method inform the recipient of the identification of the call as well as that the call is being forwarded. The system and method enable the recipient to have calls forwarded from more than one number and identify the identity of the caller as well as the specific number the call is being forwarded from.

Abstract: Systems and methods for deriving contact information for a calling party analyze all or a portion of the audio of the telephone call to derive such contact. Likewise, all or a portion of a voice message left by a calling party could be analyzed to obtain contact information for the calling party.

Abstract: A preferred contact group centric interface for a communication device can be used to facilitate communications by a user. The user interface can be arranged to activate from a user's “home page” on the display, from an idle screen that is accessed after a timeout period expires, or any other appropriate mechanism that activates the preferred contact group centric experience. A user selects the preferred contact group from among an array of the user's contacts. Once the contact group is configured, a minimal number of navigation/selection features is necessary to activate any number of communication modes available to the contacts. The contact group is configured such that simple and quick navigation between the contact members is achieved. The contact group can be presented in 2D and 3D arrangements, in any number of list or geometric configurations. A pricing plan can optionally be tied to each member of the contact group.

Abstract: A computerized method, system, and computer program product thereof determines a service topology of a telecommunication network respective of one or more user devices. Information related to a service, provided to the user device over a telecommunication network, is received. The service may be providing connectivity required for a voice call, a data session, short message service (SMS) or the like. Information related to at least a network element of the telecommunication network is collected, the network element having supplied the service. A telecommunication network topology for the service is determined related to the information. A failure notification is received through the telecommunication network. An impact on the service is determined, related to the telecommunication network topology and the failure notification. The impact may be full or partial loss of service. A service notification may be sent related to the determined impact, for example to a fault management system.

Abstract: A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. If the exceptions provided by the event listener suggest that an agent is deliberately circumventing a metrics scoring system and/or avoiding work by placing a caller on mute rather than accepting and addressing a work item, service observing monitoring, logging, and disciplinary action can occur.

Abstract: A method comprising obtaining a scheduling problem comprising: a set of agents and a set of tasks to be performed by the set of agents, wherein solving the scheduling problem using an automated solver is not feasible using available predetermined resources. The method comprises automatically generating a plurality of alternative scheduling problems, wherein a solution to each such alternative scheduling problem defines a solution to the scheduling problem and determining a solution to the scheduling problem by applying the automated solver to solve, while using the available predetermined resources, an alternative problem of the plurality of alternative scheduling problems to determine a solution to the alternative problem and by mapping the solution to the alternative problem to the scheduling problem, whereby determining the solution.

Abstract: A process is provided. The process receives, at a mobile computing device, audio content via a communication application that provides a voice-based communication between a first user and a second user through a computerized network. Further, the process amplifies, via an acoustic amplification device, the audio content. In addition, the process delivers the audio content through a receptacle that receives the mobile computing device. The receptacle is integrated with the acoustic amplification device.

Abstract: Concepts and technologies disclosed herein are directed to behavior-based filters for signaling system number 7 (“SS7”) networks. According to one embodiment disclosed herein, a behavior-based SS7 filter executed by a processor can receive SS7 traffic. The behavior-based SS7 filter can determine a behavioral characteristic from the SS7 traffic and can compare a behavior of the SS7 traffic, based upon the behavior characteristic, to a behavior profile. The behavior-based SS7 filter also can determine whether the behavior of the SS7 traffic fits within a tolerance threshold of the behavior profile. If the SS7 traffic fits within the tolerance threshold, the behavior-based SS7 filter can instruct a signal transfer point (“STP”) to which the SS7 traffic is directed to allow routing of the SS7 traffic. If, however, the SS7 traffic does not fit within the tolerance threshold, the behavior-based SS7 filter can instruct the STP to deny routing of the SS7 traffic.

Abstract: A method for saving a file stored on a third-party system to a cloud storage system includes receiving, at a cloud storage server of the cloud storage system, a save request from the third party system. The save request is generated in response to a user selecting, via a user interface presented on a client computer, the file from a plurality of files stored on the third-party system, the file to be saved to the cloud storage server. The save request comprises a file identifier of the file and information identifying the user. The information identifying the user allows access to a user account of the user on the cloud storage system without use of the client computer as intermediary service, and the third-party system stores the file associated with the file identifier. The method further includes authenticating the save request, based at least in part on the information identifying the user, creating a copy of the file at the cloud storage server, and associating the copy of the file with the user.

Abstract: Exemplary embodiments relate to techniques for facilitating a connection between two users in a call by providing an “answering window” when a user calls. When a caller places a call to a callee, the call invitation may remain open for a window of time during which the caller remains available. The callee may opt to answer the call at any time during the window. During the window, the caller may be placed in a lobby and may share audio and/or video. Accepting the call during the answering window may place the callee in the lobby or may directly convert the interaction into an active call. The callee may request that the window can be altered, or may signal their intention to answer the call at a particular time.

Abstract: Project modeling is conducted using variable defect arrival rate or variable defect rate density parameters. These defect rates may be updated on an iteration by iteration basis and may be used to provide remediation and further project modeling, remediation, and prediction.

Abstract: Disclosed is a method and a user device for real time processing of rating associated to one or more telecommunication services. The user device comprises a personalized product catalogue module for receiving a personalized product catalogue comprising one or more telecommunication services. The personalized product catalogue further comprises a plurality of rules associated with rating of each of the one or more telecommunication services. The user device further may comprise a monitoring module for monitoring an event triggered for establishing a communication. The user device may further capture service consumption data pertaining to the appropriate telecommunication service being consumed for the processing of the event. The user device may further rate the event based on the service consumption data and at least one rule, of the plurality of rules, stored in the personalized product catalogue corresponding to the appropriate service.

Abstract: An endpoint monitoring for a machine to machine (M2M) messaging framework system is disclosed. The system comprises a monitoring server and a monitoring application stored in a memory of the monitoring server. When executed by a processor of the monitoring server, the monitoring application queries a plurality of brokers that are communicatively coupled with a plurality of message queue telemetry transport (MQTT) clients for data regarding the rate of disconnections that occur between the brokers and the MQTT clients. The monitoring application compares the data received from the brokers and compares the rate of disconnections to data in an information data store. If a high rate of disconnections is discovered in at least one of the broker to MQTT client connections, the monitoring application takes action, for example reboots an MQTT client and/or sends a notification message.

Abstract: Systems, methods, and computer-readable media are described for sponsoring functions of computing devices associated with users. A sponsor may define a sponsorship that includes rules for sponsoring certain functions available to a user via a computing device. The execution of the functions may be facilitated, in some instances, by a service provider that may also specify rules and policies that control the functions. As such, when the user executes one or more of the sponsored functions by way of the computing device, instead of charging the associated cost to the user, the service provider may charge the cost to the sponsor based on the associated rules and policies.

Abstract: Methods and apparatus consistent with the invention provide the ability to organize, index, search, and present time series data based on searches. Time series data are sequences of time stamped records occurring in one or more usually continuous streams, representing some type of activity. In one embodiment, time series data is organized into discrete events with normalized time stamps and the events are indexed by time and keyword. A search is received and relevant event information is retrieved based in whole or in part on the time indexing mechanism, keyword indexing mechanism, or statistical indices calculated at the time of the search.

Abstract: Systems, methods, and other embodiments associated with monitoring business transactions are described. In one embodiment, a computer-implemented method comprises tracking calls made from a first component to other components in a distributed application wherein the calls are part of processing a business transaction. Aggregate metrics are collected and instance metrics are collected for each of the calls made and a time spent for processing the calls. The method identifies and selects N calls that consumed the most time based on the time spent for processing each call. The instance metrics for the selected N calls and the aggregate metrics are reported to a monitoring server, while the instance metrics from unselected calls are discarded.

Abstract: Methods and apparatus for authenticating a calling party in respect of a call session are disclosed. The call session is carried out over a communications network between a first communication terminal associated with the calling party and a second communication terminal associated with a called party. The calling party is associated with an organization and the method includes retrieving contact information of one or more calling parties from a database in communication with the server, the contact information including, for each said calling party, an association between a phone number of the first communication terminal and an identity of the associated organization of the calling party, and transmitting the contact information to the second communication terminal, to cause information representing the identity of the associated organization to be displayed by the second communication terminal in response to the second communication terminal receiving an incoming call from the phone number.

Abstract: Embodiments of the present invention provide a method, system and computer program product for context sensitive contact substitution for mobile communications. In an embodiment of the invention, a method for context sensitive contact substitution for mobile communications includes selecting a contact disposed within a list of contacts in memory of a mobile computing device for use in establishing a telephone call with the selected contact through the mobile computing device. The method also includes determining a context of the telephone call and identifying in the list of contacts an alternate contact to the selected contact based upon the determined context. In this regard, the context may be a location of the mobile computing device, or a time of day of establishing the telephone call, to name two examples. Finally, the method includes establishing the telephone call through the mobile computing device with the alternate contact instead of the selected contact.

Abstract: A method of analyzing data is presented. The method includes generating a query based on a topic of interest, expanding search terms of the query, executing the query on one or more data sources, monitoring a specific data source selected from the one or more data sources. The monitoring is performed to monitor for matches to the query.

Abstract: A system, method, and computer readable medium for statistical application-agnostic fault detection of multi-process applications. The computer readable medium includes computer-executable instructions for execution by a processing system. A multi-process application runs on a host. Interceptors collect statistical events and sends said events to a statistical fault detector. The statistical fault detector creates one or more distributions and compares recent statistical event data to historical statistical event data and uses deviation from historical norm for fault detection. The present invention detects faults both within the application and within the environment wherein the application executes, if conditions within the environment cause impaired application performance. The invention also teaches consensus fault detection and elimination of cascading fault notifications based on a hierarchy of events and event groups.

Abstract: In a Personal Emergency Response System (PERS) service, activation of a wearable call device (10) by a PERS client causes a speakerphone console (12) to connect with a PERS call center (18) to enable the PERS client to converse with a call center operator while a PERS client profile is retrieved from a PERS database (52) and displayed on a display component (44) at the PERS call center. From the profile, values of a set of features are generated for the PERS client. An emergency dispatch risk prediction or other risk prediction is computed over a future time horizon for the PERS client based on the generated values of the set of features, and is displayed on the display component. The risk prediction may be wirelessly sent to a mobile device (80) for display on the mobile device.

Abstract: A remote wipe message or notification may be sent from a server computer to one or more target client devices associated with a user. A managed container running on a target client device associated with the user and having a managed cache storing content managed by or through the server computer may, in response to the remote wipe message or notification, deleting the managed content or a portion thereof from its managed cache. The managed container may send back an acknowledgement or message to the server computer that it had completed the remote wipe. The remote wipe functionality can avoid having to deal with individual applications running on the client device and therefore can eliminate the complexity of having to deal with individual applications. Furthermore, the remote wipe can be done independently of the local operating system and without affecting non-managed information/applications on the client device.

Abstract: Embodiments provide techniques for creating and managing accumulator tables for use in generating reports for a business entity. Embodiments include identifying a report for a business entity. A plurality of data fields are determined across two or more database tables that are used to generate the report. Embodiments include creating an accumulator table and populating the accumulator table with data values for all of the plurality of data fields. Upon receiving, from a point of sale system, an indicator of an occurrence of a business event for the business entity, an instance of the report is automatically generated using the populated accumulator table.

Abstract: A system and method for managing mainframe computer system billable usage includes determining gross mainframe computer system capacity usage for billable mainframe computer system workload, and identifying what of that workload is discount-qualifying mainframe computer system workload. Capacity usage specific to the discount-qualifying mainframe computer system workload is determined in order to determine a billable capacity usage specific to that workload, the determination being based on one or more applicable discount rates applicable thereto. A billable total mainframe computer system capacity usage for the billable mainframe computer system workload is then determined based on the billable capacity usage specific to the discount-qualifying mainframe computer system workload.

Abstract: A system for tracking usage of a wireless device includes monitoring, at a tracking device connected to and different from a wireless network, information regarding a first data packet sent from a wireless device to the wireless network, wherein the information regarding the first data packet includes an identifier of the wireless device, an identifier of a first type of wireless service, and an amount of data included in the first data packet.

Abstract: A method of analyzing data is presented. The method includes generating a query based on a topic of interest, expanding search terms of the query, executing the query on one or more data sources, monitoring a specific data source selected from the one or more data sources. The monitoring is performed to monitor for matches to the query.

Abstract: A method of analyzing data is presented. The method includes generating a query based on a topic of interest, expanding search terms of the query, executing the query on one or more data sources, monitoring a specific data source selected from the one or more data sources. The monitoring is performed to monitor for matches to the query.

Abstract: A system that supports multiple contact centers includes a communications network that is coupled between a private network (e.g. MPLS network) and a remote computing environment (e.g. cloud environment). A server system in the remote computing environment monitors health of different network segments (e.g. bandwidth of the connection between the communications network and the remote computing environment, bandwidth of a link used by a tenant to access the private network, etc.). When it is determined that quality of service for voice conversations for one or more contact centers is at risk due to a health status parameter of a network segment reaching a threshold, an appropriate system reaction is triggered. The system reaction may be to offload future calls to a peer remote computing environment to service future calls. The system reaction may also be to cancel outbound campaigns, provide pre-determined “sorry” messages, and the like.

Abstract: Outage detection in a cloud based service is provided using usage data based error signals. Usage data is collected from component of the cloud based service or client devices of the cloud based service based on customer actions on the cloud based service. The usage data is aggregated and normalized to generate an error signal from errors generated from a component of the cloud based service. An outage is detected from the error signal. An alert that includes information associated with the outage and one or more customers impacted by the outage is generated.

Abstract: A computer program is provided for developing component based software capable of handling insurance-related tasks. The program includes a data component that stores, retrieves and manipulates data utilizing a plurality of functions. Also provided is a client component that includes an adapter component that transmits and receives data to/from the data component. The client component also includes a business component that serves as a data cache and includes logic for manipulating the data. A controller component is also included which is adapted to handle events generated by a user utilizing the business component to cache data and the adapter component to ultimately persist data to a data repository. In use, the client component is suitable for receiving a plurality of tasks that achieve an insurance-related goal upon completion, allowing users to add new tasks that achieve the goal upon completion, allowing the users to edit the tasks, and generating a historical record of the tasks that are completed.

Abstract: A method, non-transitory computer readable medium, and platform management device for providing computer program development and deployment in a platform. A plurality of input parameters related to a development and deployment project are received. A plurality of development and deployment resources are determined based on the plurality of input parameters. The plurality of required development and deployment resources are provisioned. An execution environment is provided for utilization of the development and deployment resources. A plurality of supporting processes are provided to support the utilization of the execution environment.

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract: A method includes receiving information identifying multiple events in an industrial process control and automation system and routing the events to one or more subscribers, where the one or more subscribers include a notification system. The method also includes translating the events into notifications using the notification system and transmitting each notification for delivery to one or more mobile end-user devices. The method could further include identifying multiple rules, where each rule defines at least one condition and at least one action. Each condition is associated with at least one event, and each action is associated with information related to the at least one event. In addition, the method could include determining whether the at least one condition of each rule is satisfied based on the information identifying the multiple events, where the notifications are generated based on each rule whose at least one condition is satisfied.

Abstract: A method for placing and routing devices in a circuit layout is provided. The method includes determining devices to be placed in a circuit layout and a relative position of two devices in the circuit layout. In some embodiments, the method includes pre-routing channels in the circuit layout, determining routing trunk information from the pre-routed channels, and placing the two devices in the circuit layout based on the routing trunk information. Further, the method includes forming a first routing trunk along channels in the circuit layout, coupling the first routing trunk to one device of the two devices, and checking that a placement of a plurality of devices and the coupling the first routing trunk to one device of the plurality of devices meet a circuit layout specification. A computer system and a non-transitory computer-readable medium storing commands to execute the above method are also provided.

Abstract: Methods and apparatus consistent with the invention provide the ability to organize, index, search, and present time series data based on searches. Time series data are sequences of time stamped records occurring in one or more usually continuous streams, representing some type of activity. In one embodiment, time series data is organized into discrete events with normalized time stamps and the events are indexed by time and keyword. A search is received and relevant event information is retrieved based in whole or in part on the time indexing mechanism, keyword indexing mechanism, or statistical indices calculated at the time of the search.

Abstract: A system for tracking usage of a wireless device includes monitoring, at a tracking device connected to and different from a wireless network, information regarding a first data packet sent from a wireless device to the wireless network, wherein the information regarding the first data packet includes an identifier of the wireless device, an identifier of a first type of wireless service, and an amount of data included in the first data packet.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for pacing outbound communications that generate inbound communications. A number of outbound communications is set to be sent during a first time period and a number of inbound communications expected to be received as a result of sending the outbound communications is determined based on historical data along with a second time period during which the inbound communications are expected to be received. Accordingly, a present capacity is determined during the first time period with respect to one or more resources that are to be used during the second time period to handle the number of inbound communications expected to be received. A determination is made as to whether the present capacity is at an acceptable level and if so, then the outbound communications are sent.

Abstract: A method of provisioning a plurality of applications from different application developer systems to a network provider system comprises establishing a plurality of service accounts for a corresponding plurality of application service provider systems, receiving a plurality of API interfaces from the plurality of application service provider systems, integrating, by the processor system, each of the plurality of API interfaces with a unified services platform API interface, receiving a provider API interfaces for a network provider system, and integrating the provider API interface with the unified services platform API interface. The plurality of application service provider systems provide services for use in association with a telephone number of a subscriber of telecommunication services. At least two of the API interfaces are different, and at least one of the plurality of API interfaces from the plurality of application service provider systems is not compatible with the provider API interface.

Abstract: A method includes generating data from workforce applications, at least one of the workforce applications including at least one of forecasting, scheduling, recording, and monitoring functionalities; and storing the data from the at least one of the workforce applications in a storage area network (SAN), the SAN being operable to connect the at least one of the workforce applications to computer storage devices. This may also include keeping recorded contacts in a long term storage device such as the SAN or an operational data store (ODS) and transparently searching in both the ODS and the SAN simultaneously. With a concept of moving data on to a file system SAN which is cheaper as compared to a database technology such as ODS, the method facilitates predictable performance from the ODS and easier manageability with constant cost from SAN.

Abstract: A method of initiating a telecommunication session for a communication device that includes submitting to one or more telecommunication carriers a proposal for a telecommunication session, receiving from at least one of the one or more telecommunication carriers a bid to carry the telecommunications session, and automatically selecting one of the telecommunication carriers from the carriers submitting a bid, and initiating the telecommunication session through the selected telecommunication carrier.

Abstract: In a conference call having a plurality of participants interacting in a conference exchange of information in a digital transmission environment, the interaction being across a variable network transmission resource, a method of allocating the level of transmission resource, the methods including the steps of: (a) monitoring predetermined aspects of the participant's behavior during the conference call; (b) determining a divergence of participants behavior from normative values; (c) utilizing any divergence as an indicator of aberrant operation of the participants; and (d) allocating the resource determinative on the divergence of participants behavior from normative values.

Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

Abstract: Secure exchange of value and associated information in financial transactions involving beneficial offers available for customers is provided. Various offers, including discounts, prepaid amounts, and the like may be purchased by customers for use with various merchants. A third party issuer obtains information from the customer in selling the offers and issues some kind of indicium of value having a representation of the value of the offer associated therein. Record of the indicia are maintained and either transmitted to the merchant or kept by the issuer or associated financial institutions. When the customer redeems the offer by presenting the indicium to the merchant, the merchant may either authenticate the indicium using the records received by the issuer, or establish communication with the issuer for the issuer to authenticate the indicium, either by itself or in cooperation with one or more related financial institutions.

Abstract: The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent.