Abstract: The present disclosure relates to computer-implemented methods, software, and systems for on-demand outage notifications in a cloud environment. Data defining statuses of network calls exchanged between web agents registered at correspondingly different network segments of a cloud platform is evaluated to determine health statuses of the cloud platform. In response to receiving a request to subscribe an application for notifications for a current health status, registering, at the health service, the application to receive the notifications associated with health statuses of network connectivity of the cloud platform. The application is registered to receive the notifications at a subscription network address under a notification regime. A notification for the current health status of network connectivity of the cloud platform is dynamically provided by the health service. The notification is provided to the registered application according to notification rules defined in the notification regime.

Abstract: A device may receive voice call data indicating that a voice call has been initiated between a first device and an interactive voice response device. The device may obtain, based on the voice call data, a user account identifier identifying a user account and obtain, based on the user account identifier, user account data including user authentication data. The device may receive user input provided by the first device during the voice call and determine, based on the user authentication data, that the user input fails to authenticate a user associated with the user account. The device may receive data indicating that the voice call has terminated and identify, based on the user input failing to authenticate the user, a second device. The device may perform an action based on the second device and the voice call data.

Abstract: Implementations of the present specification provide a telecommunication traffic allocation method and apparatus, and an electronic device.

Abstract: Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Abstract: A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions.

Abstract: Techniques for improving customer relationship management are disclosed. The techniques may be realized via a call processing system that may efficiently rout an incoming call to an agent of a call center. Also, the call processing system may provision a telephone number to a web-based help desk call center. Further, the call processing system may include a communication framework enabling a communication between a plurality of browser windows and a local storage medium.

Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing the inquiries to an independent group of experts. Machine learning based systems are used in combination with contact center staff and/or the independent experts to resolve the customer service inquiries. The AI based systems can be configured to determine which of the customer service inquiries should be routed to the independent experts, and/or to generate content for inclusion in responses to the customer service inquiries. The machines systems are optionally trained based on scored responses to prior customer service inquiries. These scored responses can include content provided by a machine learning system and/or a human expert.

Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include an expert system configured to identify clusters of inquiries that can be responded to using predetermined response content. The expert system is optionally trained based on scored responses to prior customer service inquiries.

Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries town independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include an AI based system configured to determine which of the inquiries should be routed to the independent group of experts. The expert system is optionally trained based on scored responses to prior customer service inquiries.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for establishing a target handle time (THT) for a communication routed to an agent in a contact center. Specifically, an analytics component is used to detect a keyword in the communication that identifies a reason for the communication. Accordingly, a THT is set for the communication based on the identified reason and a visual representation of the THT is displayed that includes a component decrementing with the passage of time. At some point, the communication is completed and a disposition code is entered for the communication. Accordingly, in particular embodiments, the disposition code is then confirmed to match the reason for the communication to ensure the correct reason was identified and the correct corresponding THT was set.

Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by routing a subset of the inquiries to an independent group of experts. The customer service inquiries are optionally routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. Embodiments include methods of classifying customer service inquiries, training a machine learning system, and/or processing customer service requests.

Abstract: In various example embodiments, a system and method for managing a server cluster are provided. An example method may include scheduling a first job on a first node, using a first resource manager, establishing a service for a second resource manager on a second node, wherein the service is allocated node resources of the second node, and attempting to schedule a second job on the first node, using the first resource manager. The method may include preempting the service on the second node, using the second resource manager, in response to the attempt to schedule the second job on the first node, and deallocating the node resources of the second node from the service. The method may include advertising, using a node manager of the first resource manager, available node resources of the second node, and scheduling the second job on the second node, using the first resource manager.

Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.

Abstract: Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.

Abstract: In various example embodiments, a system and method for managing a server cluster are provided. An example method may include scheduling a first job on a first node, using a first resource manager, establishing a service for a second resource manager on a second node, wherein the service is allocated node resources of the second node, and attempting to schedule a second job on the first node, using the first resource manager. The method may include preempting the service on the second node, using the second resource manager, in response to the attempt to schedule the second job on the first node, and deallocating the node resources of the second node from the service. The method may include advertising, using a node manager of the first resource manager, available node resources of the second node, and scheduling the second job on the second node, using the first resource manager.

Abstract: An issue is identified based on context information and a state of engagement of a user. The issue is matched against an agent based on agent capabilities exposed by the agent. Feedback information is used to generate a reputation metric for the agent.

Abstract: In a crowd sourcing approach, responses to customer service inquiries are provided by providing the inquiries to an independent group of experts. These experts are typically able to resolve the inquiry before the inquiries are routed to a traditional contact center. The customer service inquiries are routed to specific experts based on matches between identified subject matter of the inquiries and expertise of the experts. In some embodiments, more than one expert can contribute to the resolution of an inquiry.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.

Abstract: A method and system for managing a computing cluster including hosting a plurality of machines in a networked computing cluster, wherein the plurality of machines include service instances running on hosts, where the services have configured machine state; and wherein machine state includes configuration data and software of the machine; integrating the plurality of machines of the cluster with at least one configuration controller component; and the at least one configuration controller component, altering the machine state of at least one service instance.

Abstract: A mobile wireless device which operates in a wireless network is capable of: displaying a request for a user specified subscriber identification code on a GUI, receiving a single entry of the user specified subscriber identification code from the GUI, appending a code specifying a request for a type of activation and a request for data representing customer specific services to the subscriber identification code to form an activation code, transmitting the activation code to a control center wherein the transmission of the activation code results from the single entry of the user specified subscriber identification code into the GUI, receiving data representing customer specific services from the control center in response to the transmission of the activation code, and storing the received data representing the customer specific services in the memory.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.

Abstract: In one embodiment, an apparatus can include: (i) a location receiver configured to receive position signals, and to derive location information therefrom; (ii) one or more recognition modules configured to receive usage-related inputs, and to provide a pattern therefrom; and (iii) a processor configured to receive the pattern, and to provide the location information and an emergency indication. For example, particular embodiments can advantageously provide an emergency beacon using voice or other usage-related inputs to a cellular telephone.

Abstract: Various embodiments of the invention provide methods, systems, and computer program products for generating a roster template used in scheduling agent resources to conduct a campaign involving sending outbound communications using a first channel of communication to generate inbound communications using a second channel of communication. Specifically, a forecast is generated establishing a success rate for generating an inbound communication using the second channel of communication as a result of sending an outbound communication using the first channel of communication and an average response time to receive the inbound communication. Further, the forecast identifies a number of inbound communications predicted to be received for the campaign.

Abstract: A service providing server collects call session information that identifies communication established between terminals and service usage IDs that identify the terminals for each terminal. Then, the service providing server identifies call session information pieces indicating the same communication and associates Web services with each other. When the service providing server provides the associated Web services to the terminals, the service providing server identifies service usage IDs that identify the terminals and control provision of the Web services so that each Web service is provided according to history information stored in a history information database in association with service usage IDs.

Abstract: Embodiments of a bridge circuit and system are disclosed that may allow converting transactions from one communication protocol to another. The bridge circuit may be coupled to a first bus employing a first communication protocol, and a second bus employing a second communication protocol. The second bus may include a plurality of virtual channels. The bridge circuit may be configured to receive transactions over the first bus, and convert the transactions to the second communication protocol, and to assign the converted transaction to one of the plurality of virtual channels. The bridge circuit may be further configured store the converted transaction. A plurality of limited throughput signals may be generated by the bridge circuit dependent upon a number of available credits for the plurality of virtual channels.

Abstract: A message sequence management of enterprise based correlated events incorporates the changing and unique business of a telecommunications service provider with minimal configurations. The design identifies and manages related service requests and ensures that related service requests follow a precise execution sequence as defined by the business logic. The design's robust features allows for simplified integration and management to changing business processes and needs.

Abstract: A system and method for predicting the class of future customer calls to a call center. Saved call data is analyzed using a robust tokenizer of a computerized device. The tokenizer transforms a sequence of characters in a call summary field of the saved call data into a sequence of tokens. Tokenized call data is produced. Multiple maximum entropy (MaxEnt) models are created based on the tokenized call data, using the computerized device. The MaxEnt models produce a probability distribution of all classes for a next call to a call center. A conditional random field (CRF) classifier is trained with the MaxEnt models and information from the saved call data, using the computerized device. The CRF classifier uses chronologically ordered sequences of prior calls to the call center and predicts a class for a new call to the call center based on the saved call data. A call class prediction is produced for the new call received from a returning customer based on the CRF classifier and the MaxEnt model.

Abstract: Methods and systems for communicating with rate control. A communication is sent and received from a first device to a second device over a network, wherein the communication comprises at least one audio stream and a second communication stream. A capacity of the network is probed at the first device for the sending and receiving the communication. A presence of a voice in the at least one audio stream is detected at the first device via a voice activity detection of the at least one audio stream. A rate limit is set for the sending and receiving the communication at the first device based on the capacity of the network and the detection of the presence of the at least one audio stream.

Abstract: Service resource items for use in call setup in a telephone system are held on servers that are connected to a computer network which is logically distinct from the telephone system infrastructure; this computer network may, for example, make use of the Internet. Each service item is locatable on the network at a corresponding URI and is associated with a particular telephone number. A mapping is provided between telephone numbers and the URIs of associated service resource items. When it is desired to access a service resource item associated with a particular telephone number, this mapping is used to retrieve the corresponding URI which is then used to access the desired service resource item.

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: The invention relates to a method to provide an operator selection service for subscribers of a communications network (CN?), wherein the subscribers terminals (T1, T2, . . . , Tn) are connected to one local exchange (ILEX) of a first operator, wherein said local exchange (ILEX) detects, whether call handling of an incoming call request is to be performed within network devices of said first operator or to be passed to a second operator, wherein, if a call is to be passed to the second operator, the local exchange (ILEX) identifies the calling address and the called address and sends a call information (M1) comprising said addresses to a call server (LS1, LS2) of the second operator, the call server (LS1, LS2) sends back a connection request (M2) to establish a call connection between selected terminals (T1, T2, . . .

Abstract: A method comprising a data-processing system that enables one or more applications to share fewer ports by having the data-processing system request the ports, and then assign a “token” to establish a “session” to permit the one or more applications to interact with the ports.

Abstract: Transmission properties of a telecommunications transmission line may be estimated with improved accuracy by numerical solution for ? of Zin·j?^C=?coth(?). At least one curve is adapted to ? solutions already obtained and a starting point for numerical solution is selected in dependence of the at least one curve and in dependence of an already obtained solution close in frequency. In a first frequency range, starting points for numerical solution may be calculated from a biquadratic equation. In a second frequency range, a line in the complex plane may be adapted to solutions already obtained and new starting points selected in dependence of the line and in dependence of the previous solution. In a third frequency range, two lines in the frequency plane may be adapted to solutions already obtained and new starting points selected in dependence of the lines.

Abstract: The present invention grants IDs to external lines, and is used to manage whether such lines to which such IDs are linked are under suspension or are being operated. Thereby, even if operational statues have been changed, the identities of the relevant lines can be specified, and the changes of various forms of information related to lines accompanying the changes of line numbers described above can be easily tracked and managed. At the same time, telephone sets to which internal numbers are assigned also store the internal and external correspondence information that indicates what external line numbers can be reached by each telephone set to which an extension number is assigned. Thereby, the operational statuses of internal lines accompanying changes of the operational statuses of such external lines can be easily tracked and managed as needed.

Abstract: The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer calls by the network.

Abstract: The invention relates to a method for a telecommunication's network with a central office (CO), an access network (AN), a multiple of network terminating units (DPD) and customer premises equipment (CPE) connected thereto, to assign a customer premises equipment (CPE) to a service contract (SI) registered in the central office (CO), in which, when the network terminating units (DPD) are identifiable unambiguously and individually and when the customer premises equipment (CPE) is identifiable unambiguously, the service contract (SI) is assigned to a particular customer premises equipment (CPE) as a result of an action (OS) of a network terminating unit (DPD) being recognizable by the central office (CO) and being coordinated with signals sent from a customer premises equipment (CPE) connected to said network terminating unit (DPD), and in which such coordination is detected in the central office (CO) for assignment, to a central office, and to a network terminating unit.

Abstract: A system and an article of manufacture for characterizing a time-bounded incident management system, which includes receiving a plurality of work requests into a time-bounded incident management system, each work request having a time-to-service requirement, determining an assignment delay and a resolution delay for each work request, and characterizing the time-bounded incident management system by classifying each work request into one of multiple classes according to assignment delay and resolution delay.

Abstract: The present invention enables users of a network service to register with the network as valued shoppers, thereby allowing them to receive specialized treatment when calling registered retailers. The present invention enables retailers to register with the network, thereby allowing them to set preferred service logic for handling valued customer calls by the network.

Abstract: Methods and apparatus to determine when to deflect callers to websites are disclosed. Example methods disclosed herein to deflect a caller to a webpage include receiving a call from the caller, determining a performance metric associated with processing the call, and determining whether to offer the caller an option to terminate the call and access the webpage based on the performance metric.

Abstract: A method and apparatus are provided for presenting structural relationships in an automatic contact distribution system. The method includes the steps of defining a plurality of structural elements within the automatic contact distribution system, selecting a structural element of the automatic contact distribution system as a root element, identifying any related elements of the plurality of elements that together with the selected element affect contact handling within the automatic contact distribution system and displaying the root element and related elements along with an indicia of the relationship between the root element and related elements.

Abstract: A system for handling a telephone call within a telephone network, comprising a multi-tenanted CTI server within a telecommunications network adapted to receive telephone calls on behalf of a plurality of outlets, wherein the CTI server is adapted for queuing an incoming call in the network when no agent is available and is further adapted to forward an incoming call to an agent when the agent becomes available. The CTI server is configured to use an indicia received with the received call to identify the caller and to retrieve a profile from a cloud-based CRM system of the caller by matching the indicia to a previously-stored indicia in a call history database, the profile comprising at least a plurality of previous orders processed by an outlet on behalf of the caller, the profile being used to provide priority call handling for certain callers.

Abstract: The automatic selection of interfaces can result in the optimization of interaction between entities. Such selection of interfaces can be applied specifically in the context of interactive voice response systems, and can allow the interface presented to a caller to be optimized based on factors including the caller's usage of the system.

Abstract: A system for adaptive call management, comprising a network-connected call manager server and a call switching means coupled to the call manager server and adapted to deliver calls to a selected target via a plurality of media channels, wherein upon receipt of a call quality indicium from a call quality monitoring means associated a media channel, the call manager server selects a specific media channel, is disclosed.

Abstract: Methods, devices, and systems are provided for performing priority-based codec conversions. Such conversions may implemented on calls sharing a link having limited bandwidth and may also be implemented after the call has been established but before the call has been terminated. The mechanisms provided herein maximize per-user call completion/quality and overall utilization of network bandwidth by dynamically adjusting encoding algorithms and transmission characteristics of calls using the constrained link.

Abstract: A call services manager and methods for improving the quality and efficiency of voice of Internet Protocol (“VOIP”) calls are provided. In an embodiment a method to improve communication link utilization on a call requiring the use of a central service platform is provided. An additional method is provided to validate caller identification information exchanged between originating and terminating communication devices in an IP voice network. In a further aspect of the invention, a method using a call services manager is provided to dynamically switch from one call route to another based on quality of service considerations. A call services manager is also provided. The call services manager is a software proxy that can reside at any type of network element. The call services manager includes software modules to implement the above methods for improving VOIP quality, and can include other call service and quality improvement modules.

Abstract: The invention relates to a method for a telecommunication's network with a central office (CO), an access network (AN), a multiple of network terminating units (DPD) and customer premises equipment (CPE) connected thereto, to assign a customer premises equipment (CPE) to a service contract (SI) registered in the central office (CO), in which, when the network terminating units (DPD) are identifiable unambiguously and individually and when the customer premises equipment (CPE) is identifiable unambiguously, the service contract (SI) is assigned, to a particular customer premises equipment (CPE) as a result of an action (OS) of a network terminating unit (DPD) being recognizable by the central office (CO) and being coordinated with signals sent from a customer premises equipment CPE) connected to said network terminating unit (DPD), and in which such coordination is detected in the central office (CO) for assignment, to a central office, and to a network terminating unit.

Abstract: A communication control device executes a call-out process of calling out a recipient telephone device while specifying an importance level via a telephone network in response to a request from a transmitter telephone device. A recipient received a call operates a mobile communication terminal after a telephone call ends, accesses an information providing server via a wireless LAN access point and the Internet, and inputs information evaluating whether or not an importance level specified for the received call is appropriate. The information providing server provides the input evaluation information to a storage device. The communication control device determines whether or not to execute a call-out process based on the evaluation information stored in the storage device when there is a call-out request from a transmitter.

Abstract: A platform provides access to multiple telecommunications services via a single telephone number. These services may include, for example, voicemail services, facsimile messaging services, paging services, and outbound calling services. A guest caller may call the single phone number to speak to a subscriber, leave a voicemail message for a subscriber, leave a facsimile message for a subscriber, or place a page to a subscriber. A subscriber may call the phone number to place outbound calls. In addition, a subscriber may call the single phone number to retrieve or send facsimile messages and/or voicemail messages. A subscriber may also call the phone number to configure service options. For instance, a subscriber may select routing options and choose what services are available to guest callers.

Abstract: A telephone line status notification system including at least one telephone line having a status, a communications network, at least one communications terminal which is connectable to the communications network and which is employable by a seeking user to communicate via the communications network a status request concerning the status of the at least one telephone line, apparatus for processing the status request the apparatus for processing is connectable to the communications network for receiving the status request from the seeking user therethrough and communicating the request, and apparatus for acquiring the status of the at least one telephone line, the apparatus for acquiring is in communication with the apparatus for processing for receiving the status request therefrom, and the apparatus for acquiring is connectable to the communications network for communicating the status via the communications network.