Abstract: A local workspace access system is associated with a local workspace, reads badge data, and transmits the badge data. A workspace personalization management system receives the badge data, locates an organization associated with the badge data, and transmits the badge data to its associated organization. A server associated with the organization receives the badge data, locates a member of the organization who is associated with the badge data, and transmits the workspace configuration associated with the member to the workspace personalization management system. The workspace personalization management system transmits a keyable code to a messaging service device of the member and transmits the keyable code and the workspace configuration associated with the member to the local workspace access system. The local workspace access system receives member input of the keyable code, and verifies that the inputted keyable code matches the keyable code received from the workspace personalization management system.

Abstract: Presented herein are techniques to facilitate infrastructure and policy orchestration in a shared workspace network environment. In one example, a method may include obtaining, by a service broker, a reservation request from a consumer network for a consumer, wherein the reservation request seeks a reservation to reserve, at least in part, at least one workspace device for the consumer for a workspace for a particular day and a particular time period; based on determining that the at least one workspace device is available, providing a response to the consumer network that includes a first indicator for identifying the reservation of the workspace and at least one second indicator identifying the at least one workspace device; and upon receiving a session request from the consumer network that includes the second indicator, establishing a management tunnel to interconnect the consumer network and the at least one workspace device via the service broker.

Abstract: Certain aspects of the disclosure are directed to template-based management of telecommunications services. According to a specific example, a server is provided comprising one or more computer processor circuits configured to interface with a remotely-situated client entity using a first programming language. The server includes a call control engine that is configured to provide a private branch exchange (PBX) for the client entity, and identify a call control template written in a second programming language. The call control engine is further configured to control call routing by the PBX, by executing the call control template to identify at least one data source that corresponds to a call property for the VoIP telephone call, retrieve data from the data source, and implement one or more call processing functions specified by the call control template as being conditional upon the retrieved data.

Abstract: A call processing server 10 includes a registration unit 12 that receives a registration request of a suspicious call number from a user receiving a suspicious call to register the suspicious call number in a subscriber information storage unit 22, and a call processing unit 11 that refers to the subscriber information storage unit 22 to control an incoming call, in which the call processing unit 11 transmits, when an outgoing source of a call is the suspicious call number registered in the subscriber information storage unit 22, an alert guidance to an incoming destination terminal 5 before connecting the call, and the suspicious call number registered in the subscriber information storage unit 22 is shared by all users set in the subscriber information storage unit 22.

Abstract: Systems and Methods for telecommunication expense management are provided. A distributed platform including a user support site, multiple user databases and customized user applications is provided to enable organizations to better manage their telecommunication services and expenses. In an embodiment, a method for electronically processing telecommunication invoices includes importing the telecommunication invoices, extracting elements from the imported invoices and performing reasonability tests on the imported invoices. The reasonability test includes conducting an automated comparison against established criteria that may be customized by users. The method includes generating one or more interactive reports that enable an organization to effectively manage its telecommunication services.

Abstract: A technique is described herein for capturing signals that indicate when any calling BOT delegates control to a called BOT, or when a calling BOT is preconfigured to contact a called BOT (e.g., as conveyed by a manifest file associated with the calling BOT). The technique can leverage these signals to facilitate the selection of BOTs. For example, the technique can use the signals to improve searches performed by a search engine and/or recommendation engine. The technique can also use the signals to generate metadata items that describe the properties of the available BOTs.

Abstract: Methods and systems are described herein for manipulating a communication acceptance screen, manipulating an interactive communication acceptance icon, and restricting access to accounts based on voice communication parameters. In particular, when a communication is detected from one device to another device, that communication may be risky. Thus, the risk is mitigated by giving a user information about the source of the communication to give a user a chance to reject the communication. In addition, in instances where the user accepts the communication, the system enables monitoring the communication and restricting any accounts that are disclosed within the communication.

Abstract: A method for a seamless transfer of a secure multimedia conference session from one endpoint device to another without a need to rekey the session is provided. In this method, a first endpoint device connects a participant to a multimedia conference session to which at least one other participant is connected and based on detecting one or more second endpoint devices within a predetermined location proximity of the first endpoint device, determines whether to transfer the multimedia conference session to a target endpoint device. Based on determining that the session is to be transferred, the first endpoint device establishes a secure pairing connection directly with the target endpoint device and provides, via the secure pairing connection, information about the multimedia conference session based on which the multimedia conference session is transferred to the target endpoint device without rekeying the multimedia conference session.

Abstract: A method of providing prioritized call route lists to network elements of communication service carriers. The method comprises building prioritized route lists by a centralized routing function (CRF) platform by processing prioritized route list transactions built by a route generation application based on key performance indicators, receiving a request for a prioritized route list by the CRF platform from a session border controller (SBC) controlled by the first communication service carrier, where the request comprises an identity of a second communication service carrier and a destination telephone number, determining a subscriber service level associated with the second communication service carrier by the CRF platform, based on the determined subscriber service level, looking up a prioritized route list by the CRF platform based on the destination telephone number, and sending the looked up prioritized route list by the CRF platform to the SBC.

Abstract: Voice and video features of a software platform are integrated to enable customization of software services of the software platform on a customer-basis. Routing rules are defined to route calls to certain phone numbers from certain software services. Thereafter, when an outbound call is initiated by a software service, the call is received via a telephony system associated with the software platform, a routing rule customized for the software platform is identified based on information signaled with the call, such as an identifier associated with the software service. A phone number is determined based on the routing rule, and the outbound call reporting the determined phone number is delivered to a destination phone number.

Abstract: Certain aspects of the disclosure are directed to template-based management of telecommunications services. According to a specific example, a server is provided comprising one or more computer processor circuits configured to interface with a remotely-situated client entity using a first programming language. The server includes a call control engine that is configured to provide a private branch exchange (PBX) for the client entity, and identify a call control template written in a second programming language. The call control engine is further configured to control call routing by the PBX, by executing the call control template to identify at least one data source that corresponds to a call property for the VoIP telephone call, retrieve data from the data source, and implement one or more call processing functions specified by the call control template as being conditional upon the retrieved data.

Abstract: Disclosed is a server capable of improving convenience for a user at the time of service registration. The server includes a service providing unit which provides a service to an unregistered user who is not registered in the service when the unregistered user accesses the service, and a storage device which stores a service history provided to the unregistered user by the service providing unit. When the unregistered user is registered in the service, the service providing unit allows the unregistered user to use the service while taking over a service history used when the unregistered user is not registered in the service.

Abstract: Methods and systems are described herein for manipulating a communication acceptance screen, manipulating an interactive communication acceptance icon, and restricting access to accounts based on voice communication parameters. In particular, when a communication is detected from one device to another device, that communication may be risky. Thus, the risk is mitigated by giving a user information about the source of the communication to give a user a chance to reject the communication. In addition, in instances where the user accepts the communication, the system enables monitoring the communication and restricting any accounts that are disclosed within the communication.

Abstract: A method of providing prioritized call route lists to network elements of communication service carriers. The method comprises building prioritized route lists by a centralized routing function (CRF) platform by processing prioritized route list transactions built by a route generation application based on key performance indicators, receiving a request for a prioritized route list by the CRF platform from a session border controller (SBC) controlled by the first communication service carrier, where the request comprises an identity of a second communication service carrier and a destination telephone number, determining a subscriber service level associated with the second communication service carrier by the CRF platform, based on the determined subscriber service level, looking up a prioritized route list by the CRF platform based on the destination telephone number, and sending the looked up prioritized route list by the CRF platform to the SBC.

Abstract: A call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call with a first customer service representative. The one or more processors are also configured to assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative, associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call with a second customer service representative, and use the identifier to retrieve the call data from the one or more databases. The one or more processors are further configured to display the call data via a display for visualization by the second customer service representative.

Abstract: The processing load on a host processor is substantially reduced by offloading the transport layer security protocol, such as the TLS/SSL protocol, the transport layer protocol stack, such as the TCP/IP protocol stack, and the network control required to access a network, such as the Internet, onto an expansion device.

Abstract: A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.

Abstract: A computer-implemented method for providing performance information related to a customer service representative. A processor aggregates statistical data related to customer service representatives performance. A menu is then caused to be generated and displayed indicating a plurality of menu items. Each of the plurality of menu items corresponds to one of a plurality of the work-related types of data. Additionally, displayed and processed are one or more work-related alerts in response to receiving the one or more work-related alerts.

Abstract: An IP telephony system allows a user to register a telephony device that receives its native telephony service from a different telephony service provider as an extension telephone. The user can then place calls through the IP telephony system using the extension telephone. Such calls may or may not be established using the extension telephone's native telephony service provider.

Abstract: A system for registering an MSISDN with a device hosting the UICC and in which the UICC is or can be operated includes a UICC provisioning server operated by an UICC different from the MNO. A Local Profile Assistant LPA is installed within the device or the UICC, and enables establishment of secured data sessions between the UICC and the UICC provisioning server. A modem is installed within the device or UICC. The modem enables communication of the device within a mobile network operator MNO mobile network. An MSISDN retrieval logic is associated with the LPA. A logic is constructed to perform a retrieval sequence with the foregoing components and data.

Abstract: A method operates an industrial control system, which includes at least one stationary control device and at least one control-technology-based manual operator-control instrument, which can be carried by an operator-control person. In at least one of the manual operator-control instruments, at least one data-technology-based identifier is resident, which represents at least the respective hardware version and the respective software status of the respective manual operator-control instrument.

Abstract: A system and method for facilitating contextual communications that includes creating a contextual resource that is initially associated with at least at first communication session; receiving an incoming communication request and establishing a second communication session; associating the second communication session with the contextual resource; setting contextual information of the contextual resource; performing at least one contextual communication action.

Abstract: A first electronic device receives a phone call that was routed to the first electronic device by a call-routing service. While receiving the call, the first electronic device receives a request to route the phone call to a second electronic device. In response to receiving the request to route the phone call to the second electronic device, in accordance with a determination that a first routing criteria have been met, the first electronic device sends a request to the call-routing service to route the phone call to the second electronic device instead of routing the phone call to the first electronic device. In accordance with a determination that a second routing criteria have been met, the first electronic device causes call data associated with the call to be routed through the first electronic device to the second electronic device.

Abstract: Multiple simultaneous calls are controlled. At least one processor is used to display an interface including indicators corresponding to at least two audio presentation devices. Each interface includes call contextual controls which change according to the state of a call. A swap control swaps an active call between the audio presentation devices corresponding to the indicators.

Abstract: The Multi-Device Continuum and Seamless Sensing Platform for Context Aware Analytics provide a platform for continuous sensing across multiple devices towards a unified target. The Multi-Device Continuum and Seamless Sensing Platform provides a platform for extracting, loading, integrating, and tracking related data across multiple smart devices capable of integrating with internal and external sensors, such as wearable devices. The Multi-Device Continuum and Seamless Sensing Platform develop context aware solutions, which are targeted at automated recognition of context extracted from users' devices, as people are often always interacting with a digital device such as phone, tablet, or desktop.

Abstract: Multiple simultaneous calls are controlled. At least one processor is used to display an interface including indicators corresponding to at least two audio presentation devices. Each interface includes call contextual controls which change according to the state of a call. A swap control swaps an active call between the audio presentation devices corresponding to the indicators.

Abstract: Disclosed are various embodiments that relate to creation of a session corresponding to a support request initiated by a customer. Browsing activity, content pages and session notes of a customer service agent are tracked and stored, and a browse history user interface element expressing a browse history associated with the session is generated in a customer service agent user interface. If the session is transferred to another customer service agent, another customer service agent user interface can be generated that also includes the browse history user interface element.

Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.

Abstract: A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator of a supervised operator client application is selected for processing a customer, a connection between the communication interface and the supervised operator client application is supervised, and discussion context information of the established connection is stored in a data repository. If a connection through a different communication interface concerning the same request is established by the supervised operator client application, the discussion context information of the connection made through the different communication interface is added to the information already stored in association with the session.

Abstract: A system is provided for providing communication event routing and transfer capability in a multi-site communication-center environment. The system utilizes a presence protocol application and a routing application for determining availability of an agent or system and for setting up the transfer from a point of transfer on a network to a destination of transfer on the same or connected network. In a preferred use the presence protocol application is shared by communication-center sites cooperating in the transfer and routing of events and the presence protocol enables at least one event-handling process normally performed by the routing application.

Abstract: Disclosed is an inter-agent cross-blade-server calling method, and the method includes that: a source blade server where an agent initiating a call gets registered and logs in detects that a call between agents is an inter-agent cross-blade-server call; the source blade server indicates a target blade server to hand over a called agent to the source blade server to host the called agent; and a session between the agent initiating a call and the hosted called agent is generated at the source blade server. Also disclosed is an inter-agent cross-blade-server calling system, where the target blade server is configured to, according to an indication of the source blade server, hand over the called agent to the source blade server to host the called agent and return the related registration and login information to the source blade server.

Abstract: Provided are a unified communication system and a unified communication method using multi-login, a terminal for controlling an operation of a unified communication tool, and a communication method in a terminal. The unified communication system may include a communication tool provider to provide a communication tool for at least one communication server associated with a user; a login manager to manage login information of the user when the user is logged in to two or more terminals simultaneously through respective communication tools on the two or more terminals, respectively, the login manager storing the login information of the user in a storage unit; a terminal determining unit to determine, among the two or more terminals, at least one terminal to which data associated with the user is to be transmitted based on the login information; and a communication unit to transmit the data to the at least one determined terminal.

Abstract: A method for creating, modifying, and terminating connections between Internet end systems, particularly, although not exclusively, for Internet telephony communication. The method relies on several request messages sent between a client and a server and the response messages sent back in response. Each request and response message may contain one or more header fields which modify or more uniquely link the messages with a given connection. On this basis, advanced telephony services, such as call forwarding, call transferring, and multiparty conferencing are provided.

Abstract: Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and/or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.

Abstract: Methods and systems are provided for managing customer service calls using a localhost service operating within a desktop environment. The system includes a web-based application configured to display browser windows including an overlayed or embedded softphone component, and a desk top application which serves a telephony application configured to receive call status information from a CTI adapter. The softphone is supported by an iFrame which exchanges call status information with the desk top application.

Abstract: Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and/or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.

Abstract: A method of pairing a first device with a second device is disclosed. Accordingly, an image that include encoded data is generated by the first device. The encoded data includes a unique identifier for identifying the first device and an arbitrary security code. The first device displays the image on a display. The second device captures the image using an image sensing device. The encoded data is decoded to generate a decoded data. The second device sends the decoded data to a server that is communicatively connected to the first device and the second device. Upon receiving the decoded data and using the unique identifier, the server communicates with the first device to verify the arbitrary security code.

Abstract: In a network including a plurality of nodes, a node transmits data to another node, receives data from another node, and stores a communication history between a plurality of other nodes and the node itself. When an acknowledge response to data transmitted to a first node among the plurality of other nodes is not received, the node generates a duplicate data of the transmitted data. When a duplication report indicating detection of duplicate data transmitted to a second node among the plurality of other nodes has been received from one of the plurality of other nodes, the node refers to the communication history, and identifies the first node as a cause of generation of the duplicate data. Thereafter, the node generates a check request that include a communication history between the first node and the node itself and that requests the first node to check the communication history.

Abstract: Novel tools and techniques for implementing Transparent PSTN Failover. In some embodiments, a VoIP switch might receive a call request for connection between a calling party at a calling telephone number (“TN”) and a called party at a called TN. Based on a determination that connection via a session border controller (“SBC”) between the VoIP switch and an Internet Protocol (“IP”) gateway has been lost, the VoIP switch might route the call request to a PSTN redirect TN through the PSTN. One of the Class 5 switch of the PSTN or the IP gateway might replace the redirect TN with the called TN, based on a determination that the redirect TN represents a PSTN failover. The IP gateway may then route the call request to an IP PBX for terminating (establishing) the call connection between calling party and called party, without interception by an operator, receptionizt, or auto attendant.

Abstract: Systems, apparatus, and computer program products are provided for determining the media format for transferring a customer from customer between specialists and/or from one communication source to another communication source within a customer service outlet, such as a banking center or the like. For example, while a two-way video conference system may be used for communication between a customer and a remote specialist, in certain instances in which the customer requires transfer to another specialist (e.g., a specialist having a different specialty) other media formats, such as one-way live video conference, live audio-only conference, text chat or the like may be implemented.

Abstract: An apparatus, system and method for call notifications to active communication devices are provided. At an apparatus comprising a processor and a communication interface, a call for a first device is received via the communication interface. When is determined that a second device is active, a notification of the call is transmitted to the second device.

Abstract: The present invention is directed to a system and method for generating, processing and distributing leads, the system comprising a leads processing engine for receiving customer requests, creating leads based upon the customer requests, determining a best available agent or agents for each lead from a pool of available agents based upon one or more selected factors, and offering and/or sending each lead to the best available agent or agents.

Abstract: Techniques for providing a gateway transfer mechanism are disclosed. In one particular exemplary embodiment, the techniques may be realized as a method, comprising identifying, at a gateway, a call to be routed to a first location, determining whether to transfer the call to a second location, in the event the call is to be transferred to the second location, transferring the call, wherein transferring the call comprises ending a process to route the call to the first location, generating transfer information for the second location, and transferring the call to the second location using the generated transfer information.

Abstract: Architecture for enabling identification of a call party's representative during calls on behalf of the call party. The call representative is delegated to initiate or answer an IP call on behalf of the call party. An IP-telephony component initiates or answers the IP call by the call representative on behalf of the call party. The IP-telephony component can be an IP telephone, or any other suitable IP calling interface. An identification component presents a representation notification identifying the call representative to a connected call party. The representation notification can be displayed on a caller ID display on an IP phone, or can be displayed on a user interface of the personal computing device, for example. The calls can be point-to-point IP calls with a single participant, or can be conference calls with multiple participants, and can be performed with one or more suitable protocols.

Abstract: Described are a system and method of managing a real-time communication initiated to a mobile communications device. A communication from an originating communications device is sensed as being directed to a first destination address corresponding to a mobile communications device. Location information of the mobile communications device is determined. The communication is directed to a second destination address based on the determined location of the mobile communications device.

Abstract: A calling party is connected to a system of a called party without the calling party reaching the called party. A call diversion is triggered when a request to access a call diversion application is received. In response to receiving the request, the call diversion application at the direct-to-diverted call completion service server initiates a first call and a second call to a called party. The call diversion application detects when the second call is connected to a call completion system. In response to detecting when the second call is connected to a call completion system, the first call is terminated.

Abstract: An IP device exchange apparatus includes: a connector that is connected to a first IP phone, a second IP phone, and a third IP phone; a memory for storing a coding scheme obtained by call setting which is negotiated between the first and second IP phones; and a controller that, when receiving a call instruction for call connection to the second IP phone from the third IP phone during communication between the first and second IP phones, employs the coding scheme stored in the memory to perform, between the third IP phone and the IP device exchange apparatus, call setting between the second and third IP phones, while maintaining call connection between the first and second IP phones, thereby changing the call connection between the first and second IP phones to call connection between the second and third IP phones.

Abstract: Conserving call logic during handoff may be provided. First, a call may be received at a first server. Next, the first server may determine that it cannot handle the call. Then the call may be transferred by the first server to a second server with enough information so that the second server can take up the call where the first server left off. Transferring the call to the second server with enough information so that the second server can take the call up where the first server left off may comprise placing the information in a REFERRED-BY header and sending the REFERRED-BY header to the second server.

Abstract: A method, computer program product, and computer system for automatically connecting a calling device to a best available calling device based on resource strength. A computer system receives from a first calling device a request for a call to a second calling device and evaluates resource strength of the second calling device. The computer system determines one or more third calling devices, in response to determining that the resource strength of the second calling device is low. The computer system compares resource strength of the one or more third calling devices with that of the second calling device and determines a best available one of the one or more third calling devices. The computer system connects the call by connecting the first calling device and the best available one of the one or more third calling devices.

Abstract: There is provided a telephone that is capable of accessing a memory for storing subscription information that includes a phone number. The telephone comprises, among other things: a searching unit that searches the memory for second subscription information that is different from the first subscription information selected by the selecting unit; an obtaining unit that obtains a first phone number included in the first subscription information and transfer source information that enables a call transfer server of a network operator associated with the second subscription information to identify a second phone number included in the second subscription information; and a sending unit that sends, to the call transfer server, a call transfer request for requesting the network operator to transfer a call addressed to a phone number, which is identified by the call transfer server based on the transfer source information, to the first phone number.