Abstract: A method is provided. The method comprises associating a first pairing strategy to a first plurality of contacts during a first period of time, associating a second pairing strategy that is different from the first pairing strategy to a second plurality of contacts during a second period of time later than the first period of time, and associating a third pairing strategy that is different from the first pairing strategy to a third plurality of contacts during a third period of time later than the second period of time. The method also comprises determining a first performance measurement based on outcomes of the first and second pluralities of contacts, determining a second performance measurement based on outcomes of the third plurality of contacts, and outputting data that enables a comparison of the first and second performance measurements.

Abstract: A method is provided. The method comprises associating a first pairing strategy to a first plurality of contacts during a first period of time, associating a second pairing strategy to a second plurality of contacts during a second period of time, associating a third pairing strategy to a third plurality of contacts during a third period of time, associating the first pairing strategy to a fourth plurality of contacts during a fourth period of time, associating the second pairing strategy to a fifth plurality of contacts during a fifth period of time, associating to a sixth plurality of contacts during a sixth period of time, determining a first performance measurement based on outcomes of the first, second, fourth, and fifth pluralities of contacts, determining a second performance measurement based on outcomes of the third and sixth pluralities of contacts, and outputting data that enables a comparison of the first and second performance measurements.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed.

Abstract: A computing platform having at least one processor, a memory, and a communication interface may receive, via the communication interface, status information associated with irregular activity encountered during a customer session. The computing platform may generate and transmit a first notification via the communication interface to a remote client device which, when executed by the remote client device, causes the first notification to be displayed on the remote client device. The computing platform may establish a connection with an autonomous helper agent and, while the connection is established, transmit to the autonomous helper agent issue information associated with the irregular activity.

Abstract: Commands relating to a conference session being handled by a first conference server are logged, where the commands are exchanged between an application server and the first conference server. Failure of the first conference server is detected. In response to detecting the failure, the logged commands are used to transfer the conference session to a second conference server.

Abstract: A scheme for managing ABR streaming of content in a wireless radio network environment that may have radio white spot areas. Upon determining that the wireless UE device executing an ABR client application is in a radio white spot area, the current ABR streaming session may be suspended at a particular segment. Thereafter, playback of other content locally cached at the wireless UE device may be commenced in lieu of the ABR media segments. When the wireless UE device exits the radio white spot area, the ABR streaming session may be resumed from a point adjacent to the particular segment where the ABR streaming session was suspended.

Abstract: A system and method for reestablishing a voice communications session moderated by a group call server between two or more telephony devices. The method is performed by a processor monitoring the communications session. The method comprises: storing one or more data records representing group call information; detecting disconnection of at least one participating telephony device from the group communications session, and determining that the disconnection was not intentionally initiated; accessing the stored call group information data and causing signals to enable reestablishment of participation by the disconnected device to be sent to the disconnected device; and upon receipt by the group call server from the disconnected device of signals representing a request to reconnect the disconnected device, outputting command signals for reestablishing a communications session between the disconnected device and at least one other device participating in the group communications session.

Abstract: A method implemented in a network apparatus used in a wavelength division multiplexing (WDM) optical network is disclosed. The method includes (a) selecting unconsidered virtual link (VL) (i,j) with a maximum cost, a cost being requested line rate rij on VL(i,j)×shortest distance between nodes i and j, (b) selecting unconsidered route k out of K-shortest routes between nodes i and j of VL(i,j), (c) determining a bit map of unconsidered route k, (d) finding a modulation format that supports requested line rate rij with minimum spectrum ? r ij s z ? , where Sz is spectral efficiency with which the modulation format transmits a channel, (e) finding ? r ij s z ? consecutive spectrum slots at M lowest wavelengths in the bit map of selected route k, and (f) determining fragmentation factor Fkm after provisioning a channel at each wavelength m on selected route k, where 1?m?M. Other apparatuses, systems, and methods also are disclosed.

Abstract: A critical assured service that includes a network management system and an A/B switch. The A/B switch having at least four ports with a first port being connected to the network management system over a dedicated line. The A/B switch sending and receiving messages and/or signals from the network management system over the first dedicated line. The A/B switch automatically switching telephone service from a first point of presence to a second point of presence after the A/B is signaled that the first point of service is inoperable.

Abstract: A method includes receiving Local Exchange Routing Guide (LERG) telephone number (TN) data; comparing the LERG TN data with telephone service provider (TSP) TN data; determining whether one or more differences exist between the LERG TN data and the TSP TN data based on the comparing; generating one or more executable statements for updating the one or more differences that exist based on the comparing; and executing the one or more executable statements to match the TSP TN data with the LERG TN data.

Abstract: Computer readable media and methods are provided for initiating a failover state in a network element. A failover is when the element's traffic is routed to a redundant element which takes over the functions of the element, and any session state information stored in the element is also transferred to the redundant element. If a failover occurs with an upstream element, a downstream element is not aware of the failover and does not transfer its session state information to its redundant element. By maintaining a database of historic usage information, the downstream element can determine that an upstream failover has occurred when the amount of data it is processing drops below a minimum usage threshold. The minimum usage threshold is based on the historical usage data and a relationship between a given time in the past and the current time.

Abstract: A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

Abstract: A system is configured to receive an indication that a connection with a user device is to be lost, the connection being associated with a call between the user device and another user device; provide an instruction, to one or more devices, to maintain the call when the connection is lost, the one or more devices being responsible for processing the call; detect that the connection is lost; provide, to the one or more devices, a first notification that the connection is lost, the first notification causing the one or more devices to maintain the call based on the instruction to maintain the call when the connection is lost; detect that the connection is re-established; and provide, to the one or more devices, a second notification that the connection is re-established, the second notification causing the one or more devices to re-establish the call.

Abstract: A method and system self-supportable devices and applications are provided. The method and system in one embodiment allows devices and applications to automatically communicate and service themselves, for example, by checking knowledgebase services and other services for instructions on how to handle an exception. In another embodiment, the devices and applications automatically initiate actions needed to handle the exception.

Abstract: A ring-back tone generator system receives an inbound call connection request forwarded from a phone switch (such as an MSC) that receives the inbound call connection request from a caller phone attempting to connect to a target phone (e.g., a subscriber). The ring-back tone generator system initiates generation of a first call connection on which to provide the customized ring-back tone (and/or custom video image data) to the caller phone. The ring-back tone generator system also transmits, based on receiving the inbound call connection request, an outbound call connection request to the phone switch (such as the MSC) to establish a second call connection through the phone switch to the target phone. Consequently, an MSC that normally handles such call processing now relies on the ring-back tone generator system to handle call processing and provide a custom ring-back tone service.

Abstract: A critical assured service that includes a network management system and an A/B switch. The A/B switch having at least four ports with a first port being connected to the network management system over a dedicated line. The A/B switch sending and receiving messages and/or signals from the network management system over the first dedicated line. The A/B switch automatically switching telephone service from a first point of presence to a second point of presence after the A/B is signaled that the first point of service is inoperable.

Abstract: A cellular telephone, system and method are provided which are capable of transferring a portion of or an entire telephone directory consisting of a plurality of telephone numbers to another cellular telephone via a remote central station. The remote central station receives the telephone directory and stores the same in memory for either temporary or permanent storage. The telephone directory can then be transferred from the remote central station to the same or another cellular telephone for storing the telephone directory within a memory of the cellular telephone. An individual, a company, or other entity, utilizing the remote central station, in order to store and transfer a telephone directory from a cellular telephone to the same cellular telephone or to at least another cellular telephone, pays a fee to at least one operator of the remote central station for providing and/or performing the receiving, storing and transferring services.

Abstract: A distributed call control system is provided that can allot bandwidth amongst several call controllers. The distributed call control system includes one or more access elements that interface with a cloud that execute two or more instances of call processing servers that administer call control. The cloud members negotiate and determine bandwidth allocation amongst the members and the access elements. If an access element requires more bandwidth, the access element assesses its own needs and requests more bandwidth from the cloud. The negotiation and requests for bandwidth are accomplished with a set of dynamic and static bandwidth data that regiment the control of the bandwidth.

Abstract: A call routing system employs a primary call outing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for each of the calls, whether they will be handled by the first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems. A secondary router is also provided, configured to route the calls within the first directory assistance system to the primary call routing device The secondary router has a default call distribution logic, such that if the primary call routing device is off-line, the secondary call router routes the calls among the first directory assistance system and the plurality of directory assistance systems according to the default distribution logic.

Abstract: Methods, systems, and computer-readable media for preparing for a service disruption are provided. Information relating to an activity at a target location is received. Upon receiving information relating to at least the activity at the target location, stored data related to the activity and the target location are gathered. A probability of a service disruption at the target location based on at least the stored data related to the activity and the target location is assessed and the target location is monitored. Upon detecting a change in services associated to the target location, an alert is generated.

Abstract: A method and system for transmitting data corresponding to at least one endpoint device problem in a packet communications network is described. Specifically, an endpoint device detects at least one problem that pertains to the endpoint device. The endpoint device then generates data pertaining to the endpoint device problem. Lastly, the endpoint device then transmits the data detailing that endpoint device problem to the packet communications network.

Abstract: A system for call recovery, according to one embodiment of the present invention comprises a first device, a second device, a switch and a failover device. The first device, second device and failover device are communicatively coupled to the switch. The switch has a first communicative connection with a first device and a second communicative connection with a second device. The first and second communicative connections form a call between the first and second devices. The switch determines a recovery rule for the call and identifies the failover device based on the recover rule. The switch determines a call failure event during the call between the second device and the first device. The failover device builds a new communicative connection to the switch so that the failover device is communicatively coupled to the switch responsive to the call failure event, and connected on a call with the second device.

Abstract: A system and method to provide an emergency communication network including a first responder device and at least one recipient by using a local agency communication node configured to relay communications using, in part, a VoIP interface to retransmit a communication received at a local agency as a ham communication received by at least one ham radio communication node which may be sent to and received by one or more recipients though a VoIP interface over the Internet.

Abstract: A method and apparatus for monitoring a network element in a communications network are described. In one example, an alarm message from the network element when a change in rate associated with at least one of a central processing unit (CPU) utilization or a memory usage by the network element exceeds a predefined threshold. An instruction is subsequently sent to the network element to reduce the change in rate associated with the at least one of the CPU utilization or the memory usage.

Abstract: The present invention provides a method and a device for backing up an unread short message, both of which can store a new short message received by a mobile communication terminal in a terminal storage and back up the new short message to a subscriber identity card, and delete, when a user reads or deletes an unread short message stored in the terminal storage, a backup unread short message, which stored in the subscriber identity card, corresponding to the new short message. The method and the device of the present invention can synchronize the unread short message in the terminal storage and the subscriber identity card, so that the user will not lose the unread short message even when changing the mobile communication terminal.

Abstract: According to one embodiment, a telephone system includes a plurality of telephone terminals, a first server apparatus and a second server apparatus. The first server apparatus includes a license authentication module and a transmission controller. The license authentication module performs license authentication by comparing a terminal ID included in a registration request with a terminal ID stored in the license memory. The transmission controller reads from the license memory a license authentication code corresponding to a telephone terminal, and transmits to the telephone terminal a license authentication code added check information.

Abstract: A cellular telephone, system and method are provided which are capable of transferring a portion of or an entire telephone directory consisting of a plurality of telephone numbers to another cellular telephone via a remote central station. The remote central station receives the telephone directory and stores the same in memory for either temporary or permanent storage. The telephone directory can then be transferred from the remote central station to the same or another cellular telephone for storing the telephone directory within a memory of the cellular telephone. An individual, a company, or other entity, utilizing the remote central station, in order to store and transfer a telephone directory from a cellular telephone to the same cellular telephone or to at least another cellular telephone, pays a fee to at least one operator of the remote central station for providing and/or performing the receiving, storing and transferring services.

Abstract: A method and corresponding apparatus are provided to route a call from a customer to a destination. A call setup message sent from a customer switch intended to signal a switch to perform a call routing function or request a call routing function be performed is intercepted. A call release message sent from the switch intended to signal the customer switch of network congestion is intercepted. In response to either the call setup message or the call release message being intercepted, a routing engine is queried with the destination of the call for a specific route over which to carry the call. The call setup message is modified to include the specific route. The call release message is responded to with a re-route call message that includes the specific route. The switch is directed with either the modified call setup message or re-route call message to use the specific route to carry the call from the customer to the destination.

Abstract: Client devices/applications associated with a subscriber of an enhanced communication system are enabled to generate communication records identifying individual communication sessions along with tie-breaker values such that the records can be evaluated following a trigger event and duplicate records for the same subscriber can be removed in order to provide accurate information to the subscriber when the event is over.

Abstract: Methods, systems, and computer-readable media for preparing for a service disruption are provided. Information relating to an activity at a target location is received. Upon receiving information relating to at least the activity at the target location, stored data related to the activity and the target location are gathered. A probability of a service disruption at the target location based on at least the stored data related to the activity and the target location is assessed and the target location is monitored. Upon detecting a change in services associated to the target location, an alert is generated.

Abstract: A distributed call control system is provided that can allot bandwidth amongst several call controllers. The distributed call control system includes one or more servers that execute two or more instances of call processing servers that administer call control. The call processing servers form a cluster or group. The cluster members negotiate and determine bandwidth allocation amongst the members. If a member requires more bandwidth, the call processing server, of that member, assesses its own needs and requests more bandwidth from other members. The negotiation and requests for bandwidth are accomplished with a set of dynamic and static bandwidth data that regiment the control of the bandwidth.

Abstract: Methods and systems are described for changing a communication quality of a communication session based on a meaning of speech data. Speech data exchanged between clients participating in a communication session is parsed. A meaning of the parsed speech data is determined. An action is performed to change a communication quality of the communication session based on the meaning of the parsed speech data.

Abstract: An exemplary method includes receiving at a calling party network a notice of an intended communication between a calling endpoint and a plurality of called endpoints located in a plurality of called party networks, wherein the intended communication requires a resource in each of the calling party network and the called party networks for supporting a streaming data protocol. The notice is forwarded toward the plurality of called party networks and in parallel with said forwarding, a determination of resource availability for the calling party network is initiated for the intended communication. The method further includes determining for the intended communication the determination of resource availability for the calling party network, wherein the determination is for a first resource for the first network; and verifying resource availability for the intended communication based on the determination for the calling party network and a resource availability indicator for each called party network.

Abstract: Computer readable media and methods are provided for initiating a failover state in a network element. A failover is when the element's traffic is routed to a redundant element which takes over the functions of the element, and any session state information stored in the element is also transferred to the redundant element. If a failover occurs with an upstream element, a downstream element is not aware of the failover and does not transfer its session state information to its redundant element. By maintaining a database of historic usage information, the downstream element can determine that an upstream failover has occurred when the amount of data it is processing drops below a minimum usage threshold. The minimum usage threshold is based on the historical usage data and a relationship between a given time in the past and the current time.

Abstract: Registering with a call manager includes connecting to a first call manager and a second call manager. The endpoints register with the first call manager and send keep-alive signals to the first call manager and the second call manager. If a failure is detected in the first call manager, the system initiates a failover process. The endpoints re-register with the first call manager when the first call manager regains operability.

Abstract: A signaling node within a telecommunications network automatically detects that a signaling link is fluctuating in and out of service and provides hysteresis to the fluctuating signaling link. The signaling node includes a link controller that monitors the state(s) of the signaling link over a time period and a link blocking module that blocks the signaling link from carrying SS7 traffic when the signaling link fluctuates between a failed state and a stable state over the time period.

Abstract: A system for (and a method of) selectively establishing communication with one of plural devices associated with a single telephone number during a disaster or disaster recovery period. In a preferred embodiment, the system includes two wireless connection units, each connected between a respective private branch exchange (PBX) network and a public switched telephone network. Each wireless connection unit preferably serves as a gateway between its respective PBX network and one or more remote communication devices. The wireless connection units replicate each others databases. In the event of a disaster that destroys or renders one of the wireless connect/PBX networks inoperable, telephone calls destined for the inoperable network are seamlessly routed to the operable wireless connect/PBX network. Since the operable wireless connection unit contains information for both networks, inbound, outbound and extension to extension calls for each network can be handled despite the disaster.

Abstract: A system provides redundant telephone call processing. A gateway receives a call and identifies a first server as having primary responsibility for servicing the call and a second server as having secondary responsibility for servicing the call. The gateway communicates the call to both the first server and the second server. The first server initiates recording of a voice message. The first server and the second server record the voice message. If the first server fails to indicate it has completed and stored the voice message in a timely manner, the second server stores the recorded voice message.

Abstract: A method and system self-supportable devices and applications are provided. The method and system in one embodiment allows devices and applications to automatically communicate and service themselves, for example, by checking knowledgebase services and other services for instructions on how to handle an exception. In another embodiment, the devices and applications automatically initiate actions needed to handle the exception.

Abstract: A radio network controller and methods for reestablishing sessions in a wireless network are described. At least a portion of session information associated with a first session is saved; and in response to detecting an unexpected degradation of the first session, reestablishment of the first session is triggered using the portion of the session information.

Abstract: A method and system for transmitting data corresponding to at least one endpoint device problem in a packet communications network is described. Specifically, an endpoint device detects at least one problem that pertains to the endpoint device. The endpoint device then generates data pertaining to the endpoint device problem. Lastly, the endpoint device then transmits the data detailing that endpoint device problem to the packet communications network.

Abstract: Method and apparatus for ad hoc cooperative routing in an IP network. Included is an emergency stand alone (ESA) system that provides a bypass to a failed TDM switch for multiple communication devices in communication with one or more TDM switches. One or more internet protocol media gateways communicate a multicast signal upon the failure of a switch. The multicast initiates Voice over IP communication between endpoints, bypassing the failed switch.

Abstract: The preferred embodiments described herein include a system and method for providing a backup-restore solution for active-standby service management systems. In one embodiment, a telecommunication system is disclosed having first and second service management systems (SMS), a storage device shared by the first and second SMSs and circuitry operative to provide backup/restore functionality. This provides system redundancy in that the second SMS can perform the same functions as the first SMS in the event that the first SMS is unavailable due to, for example, system failures, a scheduled maintenance, or an upgrade process. Other embodiments are provided, and each of the embodiments described herein can be used alone or in combination with one another.