Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.
G06F 3/0484 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] pour la commande de fonctions ou d’opérations spécifiques, p. ex. sélection ou transformation d’un objet, d’une image ou d’un élément de texte affiché, détermination d’une valeur de paramètre ou sélection d’une plage de valeurs
G06F 3/01 - Dispositions d'entrée ou dispositions d'entrée et de sortie combinées pour l'interaction entre l'utilisateur et le calculateur
G06F 3/04895 - Directives au cours de l’entrée des données au clavier, p. ex. sollicitation
G06F 9/451 - Dispositions d’exécution pour interfaces utilisateur
Embodiments disclosed herein provide systems and methods for controlling bandwidth across a network address translation (NAT) system. In a particular embodiment a method provides, identifying a first endpoint and a second endpoint to a communication session. The first endpoint is located within a domain of the NAT system and the second endpoint is located outside to the domain. The method further provides determining a bandwidth limitation for the communication session and, in response to a request for a network address of the second endpoint, providing the network address and the bandwidth limitation to the first endpoint.
Systems and methods of the present disclosure include receiving, at a user device associated with a first user of a plurality of users participating in a group chat conversation, electronic messages from one or more of the plurality of users, identifying data in a first message of the electronic messages associated with a topic, determining, based on the identified data, the first message is associated with the topic, receiving a request from the first user, and, in response to the request, rearranging the electronic messages in a user interface of the user device based on topic associations.
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; queuing, 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.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/53 - Dispositions centralisées pour enregistrer des messages entrants
5.
Systems and methods for detecting device location and usage
Systems and methods for detecting misuse of devices comprising: receiving, from a device, a message comprising a first hash of device data that is indicative of a current device location and usage; generating a second hash of stored data, the stored data being based on an expected location and usage associated with the device; comparing the first and second hashes; and when the first and second hashes do not match, generating an alert.
H04L 9/32 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité comprenant des moyens pour vérifier l'identité ou l'autorisation d'un utilisateur du système
A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/428 - Dispositions pour placer des appels entrants en attente
7.
Managing a plurality of topics in a user interaction through a plurality of agents in a contact center
A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04L 51/046 - Interopérabilité avec d'autres applications ou services réseau
8.
Communication systems for multi-source robot control
A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.
Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.
G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
G10L 15/18 - Classement ou recherche de la parole utilisant une modélisation du langage naturel
H04L 51/00 - Messagerie d'utilisateur à utilisateur dans des réseaux à commutation de paquets, transmise selon des protocoles de stockage et de retransmission ou en temps réel, p. ex. courriel
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
G06K 9/00 - Méthodes ou dispositions pour la lecture ou la reconnaissance de caractères imprimés ou écrits ou pour la reconnaissance de formes, p.ex. d'empreintes digitales
G10L 25/63 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour estimer un état émotionnel
H04L 41/0806 - Réglages de configuration pour la configuration initiale ou l’approvisionnement, p. ex. prêt à l’emploi [plug-and-play]
H04L 41/12 - Découverte ou gestion des topologies de réseau
10.
System and method for managing trusted relationships in communication sessions using a graphical metaphor
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for linking participants in a communication session. The method includes presenting a set of connected graphical elements on a graphical user interface (GUI) representing a structure of the communication session and a trusted relationship between a first participant and a second participant in the communication session, establishing a bidirectional link between the first participant and the second participant, wherein the communication device exchanges trusted information between the first participant and the second participant, and displaying a depiction of the bidirectional link to at least one participant in the communication session. The method optionally includes negotiating a calendar event with the second participant via the bidirectional link based on the trusted information. Graphical elements associated with the first and second participants can depict one or more of presence, context, and persona information.
G06F 3/048 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI]
G06F 17/00 - Équipement ou méthodes de traitement de données ou de calcul numérique, spécialement adaptés à des fonctions spécifiques
G06F 15/173 - Communication entre processeurs utilisant un réseau d'interconnexion, p. ex. matriciel, de réarrangement, pyramidal, en étoile ou ramifié
G06F 3/04842 - Sélection des objets affichés ou des éléments de texte affichés
G06F 3/04817 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] fondées sur des propriétés spécifiques de l’objet d’interaction affiché ou sur un environnement basé sur les métaphores, p. ex. interaction avec des éléments du bureau telles les fenêtres ou les icônes, ou avec l’aide d’un curseur changeant de comportement ou d’aspect utilisant des icônes
H04L 12/18 - Dispositions pour la fourniture de services particuliers aux abonnés pour la diffusion ou les conférences
H04M 3/56 - Dispositions pour connecter plusieurs abonnés à un circuit commun, c.-à-d. pour permettre la transmission de conférences
H04L 51/046 - Interopérabilité avec d'autres applications ou services réseau
H04L 65/1069 - Établissement ou terminaison d'une session
H04L 65/403 - Dispositions pour la communication multipartite, p. ex. pour les conférences
H04W 4/21 - Signalisation de servicesSignalisation de données auxiliaires, c.-à-d. transmission de données par un canal non destiné au trafic pour applications de réseaux sociaux
H04M 1/27475 - Procédés de recherche des données en utilisant des moyens graphiques interactifs ou des représentations par image
H04M 1/247 - Appareils téléphoniques munis de moyens d’aide à l’utilisateur ou de moyens de sélection de fonction facilitant leur emploi
Systems and methods are described that enable an incoming communication requesting a real-time (e.g., voice, voice-video, etc.) communication and selectively allowing the called communication device to auto-answer the communication. The selective answering may be rule and/or attribute based and depend, entirely or in part, on presence data of a user associated with the called communication device. Auto-answering may be further configured to auto-answer all or less than all of the communication media types (e.g., only auto-answer an audio-video call with audio). Additionally, or alternatively, rules may be combined, overridden, conditionally implemented, or otherwise combined or structured relative to other rules for auto-answering an incoming communication.
In an attempt to establish a communication session between a first communication entity and a second communication entity, a first message is received. For example, the first message may be a SIP INVITE message. A determination is made, based on a registration message from the first communication entity and/or the second communication entity, that at least one of the first communication entity or the second communication entity is Internet Protocol (IP) version intolerant. In response to determining that the at least one of the first communication entity or the second communication entity is IP version intolerant, one or more IP addresses are adapted in messages (e.g., the SIP INVITE message) for establishing the communication session. The adaption changes/removes the one or more IP addresses to a different IP version to ensure proper IP compatibility.
H04L 65/1104 - Protocole d'initiation de session [SIP]
H04L 65/1073 - Enregistrement ou annulation de l’enregistrement
H04L 61/4535 - Répertoires de réseauCorrespondance nom-adresse en utilisant une plate-forme d'échange d'adresses qui établit une session entre deux nœuds, p. ex. des serveurs de rendez-vous, des gardes-barrières de protocoles d'initiation de session [SIP] ou contrôleurs d’accès H.323
H04L 61/5007 - Adresses de protocole Internet [IP]
H04L 65/1045 - Mandataires, p. ex. pour le protocole d'initiation de session [SIP]
H04L 101/385 - Identificateur de ressource uniforme pour le protocole d'ouverture de session [URI SIP]
H04L 101/659 - Adresses IPv6 du protocole Internet version 6
H04L 101/686 - Types d'adresses de réseau en utilisant des hôtes à double pile, p. ex. dans les réseaux à protocole Internet de version 4 [IPv4]/protocole Internet de version 6 [IPv6]
13.
Immediate call reconnection to a user of a disconnected client system
The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 3/56 - Dispositions pour connecter plusieurs abonnés à un circuit commun, c.-à-d. pour permettre la transmission de conférences
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
14.
Method to augment routing delivery systems with intuitive human knowledge, expertise, and iterative artificial intelligence and machine learning in contact center environments
Dynamically routing and re-evaluating a work item based on actions taken on the work item (e.g., adding context information). The augmented routing system categories a work item into one or more dynamic work categories and identifies active knowledge workers and/or knowledge articles based on the work categories. The work item is displayed in a dynamic knowledge worker view, which allows the knowledge worker to take action on the work item. The actions a knowledge worker may take are based on permissions of the knowledge worker, one of the actions that a knowledge worker may take on a work item is to add context information to the work item. After an action is taken on a work item, the system re-evaluates the work item, which may result in the work item being added/removed from one or more work categories; and added/removed from one or more dynamic customized knowledge worker views.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
15.
System log messages hostname address selection by multihomed hosts
A method, system, device, or apparatus for selecting an IP address for a message. The method, system, device, or apparatus is used when there are two or more IP addresses for a multihomed device. The method determines an IP address reachable from a destination for the message. The message is generated using the reachable IP address as the hostname of the multihomed device. The generated message is transferred to the destination.
H04L 12/749 - Traitement de l’adressage inter-domaine ou inter-réseau, p.ex. correspondance de l'adressage entre réseaux IPv6 et IPv4 pour le routage
H04L 12/741 - Traitement de l'adressage d’en-tête pour le routage, p.ex. table de correspondance
H04L 12/707 - Prévention ou récupération du défaut de routage, p.ex. reroutage, redondance de route "virtual router redundancy protocol" [VRRP] ou "hot standby router protocol" [HSRP] par redondance des chemins d’accès
H04L 45/741 - Routage dans des réseaux avec plusieurs systèmes d'adressage, p. ex. avec IPv4 et IPv6
H04L 45/00 - Routage ou recherche de routes de paquets dans les réseaux de commutation de données
H04L 45/745 - Recherche de table d'adressesFiltrage d'adresses
Providing a blockchain device enrollment service includes creating an enrollment smart contract that controls access to a service by the device; creating a pools smart contract associated with managing a plurality of different endpoints, wherein the pools smart contract is registered with the enrollment smart contract; registering and configuring a manufacturer smart contract with the enrollment smart contract; and registering and configuring a service provider smart contract with the enrollment smart contract.
Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
G10L 13/00 - Synthèse de la paroleSystèmes de synthèse de la parole à partir de texte
G06K 9/00 - Méthodes ou dispositions pour la lecture ou la reconnaissance de caractères imprimés ou écrits ou pour la reconnaissance de formes, p.ex. d'empreintes digitales
G06F 40/58 - Utilisation de traduction automatisée, p. ex. pour recherches multilingues, pour fournir aux dispositifs clients une traduction effectuée par le serveur ou pour la traduction en temps réel
18.
Automatic message generation and presentation to a communication node engaged in a communication
Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.
H04L 12/26 - Dispositions de surveillance; Dispositions de test
G10L 13/04 - Détails des systèmes de synthèse de la parole, p. ex. structure du synthétiseur ou gestion de la mémoire
G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
G10L 15/22 - Procédures utilisées pendant le processus de reconnaissance de la parole, p. ex. dialogue homme-machine
G06Q 30/016 - Fourniture d’une assistance aux clients, p. ex. pour assister un client dans un lieu commercial ou par un service d’assistance après-vente
H04L 43/08 - Surveillance ou test en fonction de métriques spécifiques, p. ex. la qualité du service [QoS], la consommation d’énergie ou les paramètres environnementaux
G10L 13/00 - Synthèse de la paroleSystèmes de synthèse de la parole à partir de texte
19.
Unifying presence data and communication routing based thereon
Maintaining accurate out-of-office notifications can be resource intensive and error-prone. This is compounded by duplicating efforts, such as between a telephony system and an email system. By automatically creating and presenting a personal interactive voice response (IVR) or dual-tone multi-frequency (DTMF) signaling in response to menu option, generated from an email system, a telephony system may automatically be updated to provide options for a caller to select delegates for a particular user. The delegates may further be identified by subject matter or other categorization. As a result, a user may maintain one system and, as a result, enable a second system to automatically present and process delegate selection without additional human input.
Real-time modification of video images of humans allows for the video to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they display an appropriate facial expression, such as to provide a particular emotional state. By determining an appropriate facial expression, and any deviation from a customer service agent's current expression, a modification to the video image of the customer service agent may be determined and applied. As a result, agents may not have a facial expression that is best suited to successfully resolve a purpose of the interaction, to have the customer be presented with the best-suited facial expression.
G06K 9/00 - Méthodes ou dispositions pour la lecture ou la reconnaissance de caractères imprimés ou écrits ou pour la reconnaissance de formes, p.ex. d'empreintes digitales
G06T 19/00 - Transformation de modèles ou d'images tridimensionnels [3D] pour infographie
21.
Creation and sharing of contacts groups between communication participants
The technology disclosed herein enables the creation of a contacts group from participants in a communication session along with the ability to share that created contacts group. In a particular embodiment, a method includes identifying participants participating in a communication session and receiving first user input from a first participant of the participants. The first user input identifies a first selection of the participants comprising at least one of the participants. The method further includes obtaining first contact information for the first selection of the participants and including the first contact information in a first contacts group. The method also includes providing the first contacts group to a selection of one or more users.
Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes receiving a message from a customer communication device, determining that a conversation is already established in association with the customer communication device, including the message among a plurality of messages that are already assigned to the conversation, analyzing the message to determine a topic classification and a topic confidence score for the message, and based on the analysis of the message, determining whether the topic classification determined for the message corresponds to a continuation of a topic classification for the plurality of messages or whether the topic classification determined for the message corresponds to a different topic classification than the topic classification for the plurality of messages.
An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/428 - Dispositions pour placer des appels entrants en attente
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
25.
Artificial intelligence driven sentiment analysis during on-hold call state in contact center
Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact.
H04M 3/428 - Dispositions pour placer des appels entrants en attente
G10L 25/63 - Techniques d'analyse de la parole ou de la voix qui ne se limitent pas à un seul des groupes spécialement adaptées pour un usage particulier pour comparaison ou différentiation pour estimer un état émotionnel
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
26.
Video call routing and management based on artificial intelligence determined facial emotion
A video stream of a video call between a communication endpoint of customer and a communication endpoint of a contact center agent is received. The video stream of the video call is processed in real-time to generate a real-time emotion transcript. The real-time emotion transcript tracks a plurality of separate emotions based on non-verbal expressions (e.g. facial expressions) that occur in the video stream of the video call. For example, different emotions of both the customer and the contact center agent may tracked in the real-time emotion transcript. The real-time emotion transcript is compared to an emotion transcript of at least one previous video call to determine if the video call should be handled differently in the contact center. In response to determining that video call should be handled differently in the contact center, an action determined to change how the video call is managed in the contact center.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
G06K 9/00 - Méthodes ou dispositions pour la lecture ou la reconnaissance de caractères imprimés ou écrits ou pour la reconnaissance de formes, p.ex. d'empreintes digitales
G10L 15/26 - Systèmes de synthèse de texte à partir de la parole
G06F 3/0484 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] pour la commande de fonctions ou d’opérations spécifiques, p. ex. sélection ou transformation d’un objet, d’une image ou d’un élément de texte affiché, détermination d’une valeur de paramètre ou sélection d’une plage de valeurs
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
27.
Interaction based suitable channel selection for queued customers
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.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/53 - Dispositions centralisées pour enregistrer des messages entrants
28.
Immediate call reconnection to the same agent in a contact center
The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 3/56 - Dispositions pour connecter plusieurs abonnés à un circuit commun, c.-à-d. pour permettre la transmission de conférences
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
A method of engineering media path selection is described. Addresses and media paths are selected using a media path selection policy. Additionally, a candidate address list may be considered. Using the media path selection policy, devices may select the first hop egress router and a remote default router for transferring data.
H04L 12/54 - Systèmes de commutation par mémorisation et restitution
H04L 12/707 - Prévention ou récupération du défaut de routage, p.ex. reroutage, redondance de route "virtual router redundancy protocol" [VRRP] ou "hot standby router protocol" [HSRP] par redondance des chemins d’accès
H04L 12/727 - Sélection d’un chemin avec délai minimum
H04L 12/721 - Procédures de routage, p.ex. routage par le chemin le plus court, routage par la source, routage à état de lien ou routage par vecteur de distance
H04L 12/749 - Traitement de l’adressage inter-domaine ou inter-réseau, p.ex. correspondance de l'adressage entre réseaux IPv6 et IPv4 pour le routage
30.
Interactive system for rerouting a two-way text communication pathway
A first text message is received from a first user communication endpoint. In one embodiment, the first text message is addressed to a general text messaging address for a corporation. In response to receiving the first text message from the first user communication endpoint, a second text message is sent to the first user communication endpoint. The second text message is used to identify a way to select an individual user of the plurality users. For example, the second text message may have a menu with a list of users. A third text message is received from the first user communication endpoint. The third text message identifies the individual user of the plurality of users. A fourth text message is sent that allows the first user communication endpoint and a user communication endpoint of the selected individual user to establish a text messaging session.
A first email message is received from a first user communication endpoint. In one embodiment, the first email message is addressed to a general email messaging address for a corporation. In response to receiving the first email message from the first user communication endpoint, a second email message is sent to the first user communication endpoint. The second email message is used to identify a way to select an individual user of the plurality users. For example, the second email message may have a menu with a list of users. A third email message is received from the first user communication endpoint. The third email message identifies the individual user of the plurality of users. A fourth email message is sent that allows the first user communication endpoint and a user communication endpoint of the selected individual user to establish an email messaging session.
Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
A determination is made that a mobile user communication device (e.g., a smartphone) is in spatial proximity to a first user communication device (e.g., a desktop computer). In response to determining that the mobile user communication device is in spatial proximity to the first user communication device, shared communication information is received from the mobile user communication device. For example, the shared communication information may be a list of user contacts. A determination is made that the mobile user communication device is no longer in spatial proximity to the first user communication device. In response to determining that the mobile user communication device is no longer in spatial proximity to the first user communication device, the shared communication information is automatically deleted on the first user communication device.
Embodiments of the disclosure provide a communication system and method to leverage distributed ledger technology as the basis upon which a trustless method can be deployed to validate file provenance and authenticity, while also supporting a strong form of non-repudiation. In one example, the method includes transferring electronic content from a sending communication device to the receiving communication device via Rich Communication Services. The method includes generating, at the sending communication device, file transfer parameters, identity signature and timestamp that are associated with the transfer of electronic content from the sending communication device. The method then includes causing the identity signature and timestamp to be written as part of a content transfer ledger. The method may also include securely providing the file transfer parameters associated with the transfer of electronic content from the sending device to one or more receiving communication devices as part of validating the electronic content.
H04L 9/32 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité comprenant des moyens pour vérifier l'identité ou l'autorisation d'un utilisateur du système
H04L 12/26 - Dispositions de surveillance; Dispositions de test
H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
35.
Intelligent user device management in a multi device environment
An incoming communication is received. For example, an incoming voice call is received for a user. A rule is applied to the incoming communication. The rule is based on sensor information associated with the user, presence information associated with the user, and a prior history of handling communications by the user. In response to applying the rule to the incoming communication, a method of notifying the user of the incoming communication is determined. For example, a voice call may be converted to a text communication where the user is notified via text. The incoming communication is routed to a user communication device of the user based on the rule.
A co-browsing session between a customer communication endpoint and an agent terminal is established. User input is received, via at least one of the customer communication endpoint and the agent terminal, in the co-browsing session, which identifies a field that is difficult to understand. For example, the contact center agent may provide input that the customer does not understand a terms of use field. Information associated with the identified field that is difficult to understand is stored in a memory. The stored information is used to generate a report for the identified field. The report is then used to identify ways that may make the field more understandable by future customers. In one embodiment, the customer may also be able to mask one or more fields so that the contact center agent cannot view information in the field. For example, the customer may mask a social security number field.
G06F 3/0481 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] fondées sur des propriétés spécifiques de l’objet d’interaction affiché ou sur un environnement basé sur les métaphores, p. ex. interaction avec des éléments du bureau telles les fenêtres ou les icônes, ou avec l’aide d’un curseur changeant de comportement ou d’aspect
37.
Clip based speaker retention to a mounting surface
The technology disclosed herein enables retention of a speaker on a mounting surface using a clip and a flange. In a particular embodiment, an apparatus includes a speaker comprising a substantially elliptic speaker frame. The apparatus further includes a mounting surface comprising a substantially cylindrical flange into which the speaker frame is positioned. Also, the apparatus includes a substantially elliptic clip positioned in the flange between the speaker frame and a retaining rim of the flange.
H04R 1/02 - BoîtiersMeublesMontages à l'intérieur de ceux-ci
H04R 1/28 - Supports de transducteurs ou enceintes conçus pour réponse de fréquence spécifiqueEnceintes de transducteurs modifiées au moyen d'impédances mécaniques ou acoustiques, p. ex. résonateur, moyen d'amortissement
38.
Real time sign language conversion for communication in a contact center
Interactions between agents of a contact center and customers provide the bulk of many communications and generally work well, except when the customer is deaf or mute. Customers that sign would often prefer to conduct interactions in sign language but the pool of agents having such skills is limited. By providing systems and methods to alter an image of a non-signing agent, a customer may be presented with an image of a signing agent. Additionally, systems and methods herein enable a non-signing agent to be presented with generated speech and/or text translated from the signing gestures provided by the image of the signing customer.
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
G10L 13/00 - Synthèse de la paroleSystèmes de synthèse de la parole à partir de texte
G06K 9/00 - Méthodes ou dispositions pour la lecture ou la reconnaissance de caractères imprimés ou écrits ou pour la reconnaissance de formes, p.ex. d'empreintes digitales
G06F 40/58 - Utilisation de traduction automatisée, p. ex. pour recherches multilingues, pour fournir aux dispositifs clients une traduction effectuée par le serveur ou pour la traduction en temps réel
A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
Contact centers strive to match the best resource, commonly an agent, with a customer for an interaction, such as telephone call, text exchange, or email exchange. Often the initial best match is not the best match upon a different agent being identified and/or new information being gathered. Therefore, it is often beneficial to take a call routed to an agent, who may or may not have answered the call, and reroute it to a different agent. If the agent has already answered the call, the benefits need to at least exceed the costs associated with the transfer. To avoid creating an unstable or unending re-assessment, if the cost-benefit for a particular routing (or rerouting) calls between agents has reached a Nash Equilibrium, the system is stable and, absent new information, re-evaluation unnecessary.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/58 - Dispositions pour transférer les appels reçus d'un abonné à un autreDispositions pour permettre des conversations intérimaires entre le demandeur ou le demandé et une tierce personne
41.
Audio recording optimization for calls serviced by an artificial intelligence agent
Artificial agents utilized for voice interactions continue to improve in their capacity to conduct more sophisticated interactions. Rather than just presenting a limited set of options, artificial agents are continuing to narrow the gap between generated speech and natural human speech. A requirement is often in place that spoken interactions be recorded, however, storing speech, even with data compression, is a resource-demanding task. Generated speech may be provided from content, such as text, and speech data. By recording an identifier of the content and associated speech data, storage processing and space requirements can be greatly reduced. Playback may be provided from a waveform of audio provided by the human participant and by selecting the content associated with the content identifier and generating speech of the content utilizing settings provided by the speech data.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/487 - Dispositions pour fournir des services d'information, p. ex. des services à parole enregistrée ou l'indication de l'heure
G10L 13/04 - Détails des systèmes de synthèse de la parole, p. ex. structure du synthétiseur ou gestion de la mémoire
G10L 19/00 - Techniques d'analyse ou de synthèse de la parole ou des signaux audio pour la réduction de la redondance, p. ex. dans les vocodeursCodage ou décodage de la parole ou des signaux audio utilisant les modèles source-filtre ou l’analyse psychoacoustique
G06F 16/61 - IndexationStructures de données à cet effetStructures de stockage
G06F 16/11 - Administration des systèmes de fichiers, p. ex. détails de l’archivage ou d’instantanés
G06F 16/683 - Recherche de données caractérisée par l’utilisation de métadonnées, p. ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
42.
Managing a plurality of topics in a user interaction through a plurality of agents in a contact center
A computer-implemented process includes receiving an incoming contact at a contact center from a user; identifying a plurality of different portions of the incoming contact, each of a plurality of portions associated with a respective topic; and for each of the different portions, routing that different portion to a respective agent of the contact center based on its associated respective topic. Furthermore, the process includes receiving a respective response from one or more of the respective agents, the respective response pertaining to the different portion routed to that agent; combining the respective response from the one or more of the respective agents to form a first composite response; and forwarding the first composite response to the user.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.
H04L 12/66 - Dispositions pour la connexion entre des réseaux ayant différents types de systèmes de commutation, p. ex. passerelles
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
44.
Agent efficiency based on real-time desktop analytics
A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
H04M 3/00 - Centraux automatiques ou semi-automatiques
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04L 12/24 - Dispositions pour la maintenance ou la gestion
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
45.
Communication session hold time management in a contact center
A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/428 - Dispositions pour placer des appels entrants en attente
46.
System and method for email management through detection and analysis of dynamically variable behavior and activity patterns
Techniques for aiding an email recipient in the management of inbound email by detecting, and configurably responding to, dynamically variable patterns of activity and behavior are described. Characteristics are extracted from new email messages originated by senders and intended for a recipient. One or more patterns of sender activity, recipient message management behavior, and/or message response behavior, relating to treatment of messages from individual senders and/or plural senders in the aggregate, are identified. The patterns are identified by analyzing statistics collected by the extraction of characteristics from email messages previously received by the recipient. Before the recipient reads a new email, a determination is made as to whether any deviation from an identified pattern exists; and, if so, a pre-existing rule for treatment of the new message is enforced and/or a new rule specifying treatment of at least some messages from the sender of the email is proposed.
One aspect of the present invention relates to a computer-implemented process, that includes receiving an incoming contact at a contact center for an interaction between the contact center and a user; monitoring inbound communication and outbound communication between the user and an agent of the contact center; detecting that one of the agent or the user ends the contact; and based on the monitored inbound communication and outbound communication, automatically determining, by the computer, whether the interaction is complete.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
An electronic conferencing system is provided to enable nodes on a communication network to be aware of meetings, utilizing the conferencing system, that will or will not be held. Meetings utilizing conferencing systems are scheduled, and initially marked as tentative. If a meeting receives an endorsement, such as detecting a document being uploaded, an agenda being provided, an invitee having interest in a particular topic, etc., the meeting may be identified as confirmed. If a meeting fails to receive an endorsement, such as before the occurrence of a deadline, the meeting is automatically canceled. If the meeting has been confirmed, then the conferencing system may allocate resources to facilitate the occurrence of the meeting.
Users often have multiple resource (e.g., devices, accounts, authorizations, permissions, etc.) that utilize or leverage a credential that may become compromised. A stolen mobile device may allow unauthorized access to the device to make and receive calls and potentially expose other resources (e.g., emails, text messages, accounts, etc.). Maintaining all these accounts is cumbersome and error prone. Having a ledger indicating resources that are blocked is provided. Copies of the ledger are maintained by other entities and updates exchanged therebetween. As a result, parties can be quickly notified when a resource should be blocked, or unblocked, if blocking is no longer warranted.
At least one social media channel includes a plurality of user messages, which are accessible via a communication network. At least some of the stored messages are retrieved from the at least one social media channel via the communication network, and a collection of frequently asked questions (FAQ) is generated or updated by analyzing the retrieved messages to form a plurality of topical issue clusters. Each topical issue cluster is associated with at least one topic parameter from among a plurality of topic parameters, each topic parameter relates to at least one of use, installation or maintenance of a product or service, and each topical issue cluster includes at least one issue identified by a community of users and at least one resolution of the issue identified by the community of users. The generated or updated FAQ is uploaded to a storage location accessible to the community of users.
The technology disclosed herein enables retention of a speaker on a mounting surface using a clip and a flange. In a particular embodiment, an apparatus includes a speaker comprising a substantially elliptic speaker frame. The apparatus further includes a mounting surface comprising a substantially cylindrical flange into which the speaker frame is positioned. Also, the apparatus includes a substantially elliptic clip positioned in the flange between the speaker frame and a retaining rim of the flange.
H04R 1/02 - BoîtiersMeublesMontages à l'intérieur de ceux-ci
H04R 1/28 - Supports de transducteurs ou enceintes conçus pour réponse de fréquence spécifiqueEnceintes de transducteurs modifiées au moyen d'impédances mécaniques ou acoustiques, p. ex. résonateur, moyen d'amortissement
52.
Providing event updates based on participant location
Methods, systems and computer readable media for delivery of event updates are described. Registration information of an event participant for an event is received, the registration information including participant identity information, the event being associated with a physical event location. Subsequently, during the event, a participant device location from a participant device of the event participant is received and compared with the physical event location. Based on the comparison of the participant device location and the physical event location, an event update associated with the event is transmitted to the participant device.
Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
54.
Automatic on hold communication session state management in a contact center
A real-time communication session is monitored to determine if the real-time communication session has been placed on hold. For example, a contact center agent may place a real-time video communication session with a customer on hold. In response to determining that the real-time communication session has been placed on hold: a maximum hold time is determined for the real-time communication session and the real-time communication session is monitored to determine if the maximum hold time has expired while the real-time communication is placed on hold. In response to determining that maximum hold time has expired while the real-time communication session is placed on hold, the real-time communication session is automatically taken off hold.
To allow the multiple communication endpoints that support different protocols to communicate, a protocol specific message (e.g., a SIP INVITE message) is converted to a protocol neutral message and sent to a protocol neutral bus. The bus delivers this message to a session processing engine, which then applies one or more rules to the protocol neutral request for the first communication session message. The rules are used to apply communication application logic to the first communication session message, then generate a first offer for a communication session message. This message is published to the protocol neutral bus. One or more edge servers supporting one or more protocols may receive that first offer message. The protocol neutral message is converted, by each edge server recipient of that message, to a protocol specific message (e.g., in a different protocol) and is then sent to one or more communication endpoints.
G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p. ex. pour le traitement simultané de plusieurs programmes
H04L 69/18 - Gestionnaires multi-protocoles, p. ex. dispositifs uniques capables de gérer plusieurs protocoles
The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.
Systems and methods for detecting misuse of devices comprising: receiving, from a device, a message comprising a first hash of device data that is indicative of a current device location and usage; generating a second hash of stored data, the stored data being based on an expected location and usage associated with the device; comparing the first and second hashes; and when the first and second hashes do not match, generating an alert.
H04L 9/32 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité comprenant des moyens pour vérifier l'identité ou l'autorisation d'un utilisateur du système
H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
58.
System and method for improved automatic callbacks in a contact center
A callback window for initiating an electronic communication session with a customer communication endpoint is received. A request from an agent communication endpoint is received to not handle any electronic communication sessions during a time period. For example, a contact center agent may want to take a lunch break. A determination is made that the callback window (or a portion of the callback window) is within the time period. In response to determining the callback window is within the time period, the system may take various steps, such as, automatically denying the request, automatically adjusting the time period, and sending various messages to the agent communication endpoint to identify ways to handle the communication session.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to communication services that can be downloaded to upgrade a communication system. The downloadable pluggable services may include a number of component parts that can be distributed among various servers in the communication system being upgraded along with instructions that enable the component parts to instruct each server in the communication system to operate in a coordinated fashion so as to provide the downloaded service.
G06F 15/16 - Associations de plusieurs calculateurs numériques comportant chacun au moins une unité arithmétique, une unité programme et un registre, p. ex. pour le traitement simultané de plusieurs programmes
H04L 67/00 - Dispositions ou protocoles de réseau pour la prise en charge de services ou d'applications réseau
A plurality of nodes on a network may be utilized to communicate with external nodes outside of the plurality. The removal from service of a number of the plurality of nodes may cause the network to become ineffective or inoperable. Nodes may be monitored to determine a predicated out-of-service condition and mitigating actions taken. For example, if an operator of a node is likely to be unable to provide required inputs to the node, another node with associated operator may be allocated to become available at a timely predicted to coincide with the outage of the monitored node. Other mitigating actions may also be utilized, such as reassigning the physical location of the monitored node.
A first set of device usage characteristics of a first user interaction with a user communication device are received. For example, a device usage characteristic may be an average key pressure, a used WiFi access point, an install date of an application, an angle of a user communication device, etc. The first set of device usage characteristics of the first user interaction are compared to a second set of device usage characteristics of a second user interaction with the user communication device that is stored in a blockchain. One or more reason codes that identifies why the first and second compared sets of device usage characteristics do not match is generated in response to the first and second compared sets of device usage characteristics not matching. The one or more reason codes are used for identifying a level of trust of a user in a communication session.
H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
H04L 9/06 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité l'appareil de chiffrement utilisant des registres à décalage ou des mémoires pour le codage par blocs, p. ex. système DES
62.
Personalized wait treatment during interaction with contact centers
A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
64.
Managing agent occupancy in an omni-channel environment
Managing occupancy of agents in a multi-channel contact center includes receiving an incoming contact assignable to a plurality of agents of the contact center; determining a respective availability score for each of the plurality of agents according to an agent selection strategy; and associating a respective weighting factor with each of the plurality of agents. Additionally, a respective adjusted availability score is calculated for each of the plurality of agents based on the associated respective weighting factor and the respective availability score; and the incoming contact is routed to one of the plurality of agents based on the adjusted availability scores. The described weighting strategies are particularly beneficial when applying the weighting factor across multiple channels (or media types), where each channel has its own demands.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
65.
System and method for providing enhanced routing in a contact center
A first request to establish a communication session with a contact center is received from a user communication device. For example, a request to establish a voice communication session is received at the contact center. A machine learning model uses prior communication sessions with the contact center to identify a first set of one or more sensors that are external to the user communication device. External sensor information is received (e.g., during the request to establish the communication session) by the contact center. The external sensor information is from the first set of one or more sensors that are external to the user communication device. The communication session in the contact center is routed based on the received external sensor information. For example, instead of the communication session being routed to an Interactive Voice Response (IVR) system, the communication session is routed to a high priority contact center queue.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04W 52/36 - Commande de puissance d'émission [TPC Transmission power control] utilisant les limitations de la quantité totale de puissance d'émission disponible avec une plage ou un ensemble discrets de valeurs, p. ex. incrément, variation graduelle ou décalages
A device, system, and method locates user devices in enterprises. The method performed by an enterprise server of an enterprise includes receiving contact data from an emergency services device, the contact data comprising location related data of a user device and identification data of the user device. The method includes determining if a general location data of the user device is associated with an area data of the enterprise as a function of the location related data. The method includes determining a precise location data of the user device within the area data of the enterprise based on the contact data.
H04W 4/90 - Services pour gérer les situations d’urgence ou dangereuses, p. ex. systèmes d’alerte aux séismes et aux tsunamis
H04B 5/00 - Systèmes de transmission en champ proche, p. ex. systèmes à transmission capacitive ou inductive
H04W 4/80 - Services utilisant la communication de courte portée, p. ex. la communication en champ proche, l'identification par radiofréquence ou la communication à faible consommation d’énergie
H04W 4/029 - Services de gestion ou de suivi basés sur la localisation
42 - Services scientifiques, technologiques et industriels, recherche et conception
Produits et services
Application service provider (ASP) featuring software for use in telephony and messaging applications namely, a hosted software service used to connect VOIP telephone handsets or software based telephone applications through the internet for the purpose of making telephone calls; Application service provider (ASP) featuring software for persistent collaboration and communications environments through allowing users to communicate in both real time and asynchronous modes, with one or multiple other users, via at least one of text, voice, and video; Application service provider (ASP) featuring software which provides a contextual repository of communications artifacts that enable users to review previous communications sorted or selected by participants, subject, date/time, and other parameters; Application service provider (ASP) featuring software which provides programming and interface tools to connect communications services with business applications providing open, configurable connections of cloud-based solutions and capabilities as well as on-premise solutions and capabilities namely, telecommunications software used to connect a user's business applications with telecommunications services providers through the means of at least one of video conferencing, voice, video data, teleconferencing and video conferencing, online messaging and collaboration in the nature of computer desktop, mobile or tablet device video transmission or audio transmission, and text messaging in the nature of internet based text transmission using a desktop, mobile or tablet device
68.
Simplified user interface for identifying people when making electronic communications
A request to identify a person is received from a user. For example the user may say “Find me the name of a person who sent me an email regarding Project X last week.” The request is to identify the person in order to establish an electronic communication session with the identified person. The request is parsed to identify one or more filtering criteria. One or more electronic record stores are determined based on the one or more filtering criteria. For example, specific devices on a network are identified. The one or more electronic record stores are searched using the one or more filtering criteria to create a filtered list of persons. The filtered list of persons is displayed on a first communication device in a simplified user interface. The simplified user interface dramatically reduces the time and steps necessary to identify the person and establish the communication session.
An automated non-visual user message is sent to a first communication endpoint during an audio communication session. The audio communication session is between a first user of the first communication endpoint and a second user of a second communication endpoint. For example, the automated non-visual message may be made using an audible whisper mode or using a vibrator. A response to the automated non-visual user message is received. The response to the automated non-visual user message is based on at least one of: an accelerometer event in the first communication device and a spoken word or phrase that is said by the first user of the first communication endpoint during the audio communication session with a second user of the second communication endpoint.
A request to establish a first communication session with a contact center is received. For example, a customer may make a voice call to the contact center. A determination is made that the request to establish the communication session is from an application in a customer communication endpoint. An agent virtual assistant is instantiated. The agent virtual agent works on behalf of a contact center agent. A message is sent to the application in a customer communication endpoint to instantiate a customer virtual assistant. A second communication session is established between the agent virtual assistant and the customer virtual assistant. This allows the contact center agent and the customer to have a better interaction using a simplified graphical user interface that provides the best available information.
The present invention, in one embodiment, provides an architecture that allows a first agent to bind one or more customer-escalated work items of different media types already assigned to him with a consult interaction of an entirely different media type such that a target agent consulted has a contextual view of all the interactions owned by the first agent. Typically, the interaction grouping is post-assignment, and the context is provided to the target agent in the course of, and by means of, an agent consult.
Communication events often produce a significant volume and variety of data. While such data is often useful as a teaching or configuration tool or as a source of troubleshooting information, such information often results in “information overload.” By providing a “highlight reel,” communication data comprising only relevant information, which may be further limited to a specific number of duration of events, allows for key data to be identified for presentation and avoid the need to further process, store, or otherwise maintain irrelevant or less relevant data.
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06F 17/30 - Recherche documentaire; Structures de bases de données à cet effet
G06F 16/683 - Recherche de données caractérisée par l’utilisation de métadonnées, p. ex. de métadonnées ne provenant pas du contenu ou de métadonnées générées manuellement utilisant des métadonnées provenant automatiquement du contenu
73.
Systems and methods for providing automated progress updates in a contact center
Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.
H04M 3/00 - Centraux automatiques ou semi-automatiques
H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
H04L 29/08 - Procédure de commande de la transmission, p.ex. procédure de commande du niveau de la liaison
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/42 - Systèmes fournissant des fonctions ou des services particuliers aux abonnés
H04M 7/00 - Dispositions d'interconnexion entre centres de commutation
Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant and inquiring of the customer as to whether to proceed with the first contact or the second contact. In response to the inquiry, receiving a response from the customer. Furthermore continuing with one of the first contact or the second contact based on the response, each of the first contact and the second contact associated with a respective wait queue; and routing the one of the first contact or the second contact to a device associated with an agent of the contact center, when the one of the first contact or the second contact reaches a top of its associated wait queue.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
75.
Dynamic synchronization of co-existing multichannel interactions in a contact center
Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant or relate to an unknown topic and inquiring of the customer as to whether to proceed with either one or both of the first contact or the second contact. Furthermore, continuing with at least one of the first contact or the second contact is performed based on the response, each of the first contact and the second contact associated with a respective wait queue. Then one or both of the contacts can be assigned to an agent.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
76.
System and method for creating a contextualized after call workflow
Data is received from one or more sensors in a first communication endpoint. The received data is related to a communication session between the first communication endpoint and at least a second communication endpoint. For example the communication session may be a voice call between the first communication endpoint and the second communication endpoint. An action, a user, and a resource are identified based on the received data. A display is generated on the first communication endpoint that presents at least one of a simplified user interface command and a simplified user interface command builder. The simplified user interface command and the simplified user interface command builder are generated based on the identified user, action, and resource.
G06F 8/38 - Création ou génération de code source pour la mise en œuvre d'interfaces utilisateur
G06F 3/0482 - Interaction avec des listes d’éléments sélectionnables, p. ex. des menus
G06F 3/0484 - Techniques d’interaction fondées sur les interfaces utilisateur graphiques [GUI] pour la commande de fonctions ou d’opérations spécifiques, p. ex. sélection ou transformation d’un objet, d’une image ou d’un élément de texte affiché, détermination d’une valeur de paramètre ou sélection d’une plage de valeurs
Embodiments of the disclosure provide systems and methods for exchanging media through an edge server between different communication networks. According to one embodiment, an edge element can receive, during initiation of a call session between a calling endpoint on a first communication network and a remote endpoint on a second communication network, a message to the remote endpoint to check media connectivity in the call session. A determination can be made as to whether media connectivity is available between the calling endpoint and the remote endpoint. In response to determining media connectivity is not available between the calling endpoint and the remote endpoint, the call session can be conducted between the calling endpoint and the remote endpoint using tunneling of multiplexed media streams through a selected port of the edge element. Each of the multiplexed media streams are identified by a unique stream identifier.
Embodiments of the disclosure provide systems and methods for utilizing chatbots to support interactions with human users and more particularly to using multiple chatbots from different communication channels and/or in different domains to support an interaction with a user on a single communication channel and/or in a single domain. Generally speaking, embodiments of the present disclosure are directed to allowing multiple chatbots that operate on different communication channels and/or in different domains to socialize amongst one another. This socialization of chatbots operating on different communication channels and/or in different domains allows each chatbot to call upon one another to help engage in a transaction with a customer. In addition to facilitating a communication session in which two or more chatbots are socialized together to help prepare coherent responses to user inputs, the socialization of chatbots can also facilitate the automated training of chatbots.
A request to establish a communication session with a second communication device is received. The request to establish the communication session comprises one or more routing attributes for routing the communication session. The one or more routing attributes for routing the communication session are looked up in a dynamic routing framework. The communication session is routed to a third communication device or destination instead of the second communication device based on the one or more routing attributes and one or more rules defined in the dynamic routing framework. For example, the communication session is routed to a specific contact center queue based on the routing attribute instead of initially being routed to an Interactive Voice Response (IVR) system.
H04M 3/00 - Centraux automatiques ou semi-automatiques
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04L 29/06 - Commande de la communication; Traitement de la communication caractérisés par un protocole
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
80.
Management of agent sessions for omnichannel predictive outbound
As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.
A request to establish a communication session between a first communication endpoint to a second communication endpoint is received. A determination is made that the request to establish the communication session requires an application to be inserted into the communication session between the first communication endpoint and the second communication endpoint. For example, the application may be a call recording application. A first processing resource in a first idle communication endpoint is selected based on an idleness factor of the first processing resource. The application is sent to the first idle communication endpoint. The application in the first idle communication endpoint is then inserted into the communication session between the first communication endpoint and the second communication endpoint.
The present disclosure provides a communication system and method, among other things. As a non-limiting example, the method includes enabling access to entries of personal digital data for a plurality of users; enabling at least some of the personal digital data for the plurality of users to be retrieved by a query that contains an identification of a first user and authentication information associated with the first user; receiving a group identifier that is stored with reference to personal digital data of the first user; and distributing relationship digital data that describes a relationship between the first user and the second user based on the existence of the group identifier.
G06F 16/28 - Bases de données caractérisées par leurs modèles, p. ex. des modèles relationnels ou objet
G06F 16/955 - Recherche dans le Web utilisant des identifiants d’information, p. ex. des localisateurs uniformisés de ressources [uniform resource locators - URL]
G06F 16/9535 - Adaptation de la recherche basée sur les profils des utilisateurs et la personnalisation
83.
Federated blockchain identity model and secure personally identifiable information data transmission model for RCS
According to one embodiment, providing identity authentication can comprise registering, by an identity server, Proof Of Identity (POI) information in an identity record for a user of a Rich Communications Services (RCS) network in a secure store and a hash of an identity claim token for the user in an identity management blockchain. The identity server can receive a request to authenticate the user and, in response to the request, provide an encrypted identity claim token for the user. The encrypted identity claim token can comprise an attestation of a certifying authority and, when decrypted and hashed can match the hash of an identity claim token in the identity management blockchain when the user is authentic. An authentication score indicating a degree to which received biometric data of the user and device data matches a set of baseline biometric and device date can also be provided in response to the request.
H04L 9/06 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité l'appareil de chiffrement utilisant des registres à décalage ou des mémoires pour le codage par blocs, p. ex. système DES
H04L 9/32 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité comprenant des moyens pour vérifier l'identité ou l'autorisation d'un utilisateur du système
A plurality of escalated communication sessions are received. The plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of contact center agents. A priority for the plurality of escalated communication sessions is determined based on one or more routing factors. In response to determining the priority of the plurality of escalated communication sessions, the plurality of escalated communication sessions are routed to a communication endpoint of a supervisor or a technical specialist based on the priority.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/22 - Dispositions de supervision, de contrôle ou de test
H04M 3/58 - Dispositions pour transférer les appels reçus d'un abonné à un autreDispositions pour permettre des conversations intérimaires entre le demandeur ou le demandé et une tierce personne
86.
Regulating communication comprising access to protected data
Executable code, placed into a plurality of computing resources forming a distributed ledger, (e.g., “smart contracts”) are provided to enable communicating between parties without requiring trust or an intermediary, such as a broker or escrow service. Data may be deposited in a secure data storage for access by a party who satisfies the condition of the smart contract. A resource holding the deposited data then activates a link upon receiving an access token, as produced as a result of satisfying the smart contract. The distributed ledger is then updated to enable other parties to see a description of the data and the terms.
G06F 21/00 - Dispositions de sécurité pour protéger les calculateurs, leurs composants, les programmes ou les données contre une activité non autorisée
H04L 9/06 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité l'appareil de chiffrement utilisant des registres à décalage ou des mémoires pour le codage par blocs, p. ex. système DES
Information is gathered in real-time from one or more information sources monitored by a contact center. For example, information may be gathered from social media sites and routing hardware in the contact center. The gathered information is about a product and/or service managed by the contact center. The gathered information is analyzed in real-time to determine a potential impact on communications with the contact center. For instance, the gathered information is analyzed to determine how it impacts voice calls in the contact center. The communications with the contact center are routed based on a skill group. In response to determining that there is a potential impact on the communications with the contact center, the system dynamically creates a new skill group and/or modifies the skill group. New communications are then routed to an agent in the new skill group and/or in the modified skill group.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
G06Q 10/06 - Ressources, gestion de tâches, des ressources humaines ou de projetsPlanification d’entreprise ou d’organisationModélisation d’entreprise ou d’organisation
G06Q 50/00 - Technologies de l’information et de la communication [TIC] spécialement adaptées à la mise en œuvre des procédés d’affaires d’un secteur particulier d’activité économique, p. ex. aux services d’utilité publique ou au tourisme
G06Q 30/02 - MarketingEstimation ou détermination des prixCollecte de fonds
88.
Personalized wait treatment during interaction with contact centers
A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.
Systems and methods for dynamically responding to requests for information, derived from one or more data sources, relating to at least one event participant. A notification of a scheduled event is received at a server. The notification identities a plurality of individuals invited to attend or participate in an event. Data attributes relating to the event participants are retrieved from one or more data sources and stored. The data attributes can include personal attributes, professional attributes, and social interaction attributes. Before, during or after an event, requests are received and processed to provide event participants and other interested parties access to contextual information relating event participants to one another, the identities of event participants possessing one or more attributes, and lists of attributes for one or more known event participants. The requests can include images and sound recordings captured during the event.
G06F 16/50 - Recherche d’informationsStructures de bases de données à cet effetStructures de systèmes de fichiers à cet effet de données d’images fixes
G06F 16/60 - Recherche d’informationsStructures de bases de données à cet effetStructures de systèmes de fichiers à cet effet de données audio
G06Q 50/00 - Technologies de l’information et de la communication [TIC] spécialement adaptées à la mise en œuvre des procédés d’affaires d’un secteur particulier d’activité économique, p. ex. aux services d’utilité publique ou au tourisme
90.
System and method for managing communication interrupts in an enterprise
A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
A real-time or non-real-time communication from a customer communication endpoint is received. A work item is generated that represents the real-time or non-real-time communication. For example, a real-time voice communication is received and tracked in a contact center as a work item. First data from an external data service provider (DSP) is consumed. For example, the first data is received from an Experian® data service. The first data is natively provided by the external DSP in a first format. For example, the first format may be in Extended Markup Language (XML). The first data is converted into second data in a second format for use in a contact center. The second data in the second format is used to: 1) select a first offer from multiple offers; and 2) route the work item and the first selected offer to a communication element (e.g., an agent communication endpoint).
G06Q 30/02 - MarketingEstimation ou détermination des prixCollecte de fonds
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
G06F 16/25 - Systèmes d’intégration ou d’interfaçage impliquant les systèmes de gestion de bases de données
A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.
H04M 3/493 - Services d'information interactifs, p. ex. renseignements sur l'annuaire téléphonique
H04M 3/58 - Dispositions pour transférer les appels reçus d'un abonné à un autreDispositions pour permettre des conversations intérimaires entre le demandeur ou le demandé et une tierce personne
A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
H04M 3/00 - Centraux automatiques ou semi-automatiques
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04L 12/24 - Dispositions pour la maintenance ou la gestion
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
95.
System and method to authenticate contact center agents by a reverse authentication procedure
An authentication system to validate the authenticity of call center agents by using a reverse authentication procedure. The authentication system includes a verification module that verifies the authenticity of agents calling from the call center. The verification module retrieves reference answers in response to the user-provided query questions from a media server. The media server may be located inside the enterprise network. These reference questions and their corresponding reference answers are provided by users when registering with the enterprise network.
The technology disclosed herein enables agent selection based on a likelihood that a received communication will change modes. In a particular embodiment, a method provides receiving a communication in a first mode directed to the contact center from a first user system operated by a first user. The method further provides determining a first likelihood that, at a time after the communication is established with an agent system, the communication will change from the first mode to a second mode. Responsive to the first likelihood satisfying a threshold likelihood, the method provides identifying a first agent of the plurality of agents for handling the communication based on the first mode and the second mode and establishing the communication in the first mode between the first user system and a first agent system operated by the first agent.
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
A system provides a listener application which can be notified about specific ports used by specific instances of a WebSocket application. A WebSocket application opens multiple dynamic ports in certain scenarios with a dynamic context. When an application is executed, a listener application is made aware of the context and port information. A system rewrites a reverse proxy configuration on the fly so that any request coming into the reverse proxy will read the change and assign the correct port. A notification to the listener is received across multiple nodes, and the configuration can be updated on all nodes based on the data provided in the configuration.
G06F 11/20 - Détection ou correction d'erreur dans une donnée par redondance dans le matériel en utilisant un masquage actif du défaut, p. ex. en déconnectant les éléments défaillants ou en insérant des éléments de rechange
G06F 13/20 - Gestion de demandes d'interconnexion ou de transfert pour l'accès au bus d'entrée/sortie
G06F 16/951 - IndexationTechniques d’exploration du Web
98.
Systems and methods for controlling transfer of contacts in a contact center
Managing contact transfer requests in a contact center with a processor of the contact center receiving a request to transfer a contact to a destination within the contact center. Next, the processor determines in real time, one or more first characteristics related to a source of the request and one or more second characteristics related to the destination of the request. Ultimately, based on the one or more first characteristics and the one or more second characteristics, the processor performs one of: a) transferring the contact to the destination, or b) preventing transfer of the contact to the destination.
H04M 3/00 - Centraux automatiques ou semi-automatiques
H04M 3/523 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur avec répartition ou mise en file d'attente des appels
H04M 3/51 - Dispositions centralisées de réponse aux appels demandant l'intervention d'un opérateur
H04M 3/58 - Dispositions pour transférer les appels reçus d'un abonné à un autreDispositions pour permettre des conversations intérimaires entre le demandeur ou le demandé et une tierce personne
The methods and systems of the present disclosure can configure, by a microprocessor, a message from a sending user to a recipient device; set, by the microprocessor, a reduced alert for the message, where the reduced alert is set by the sending user; and send the message to the recipient device, wherein the recipient device provides the reduced alert upon receipt of the message.
At least one example embodiment is directed to a method of preventing a denial of service attack on a network that includes receiving a request from a first entity to initiate a blockchain operation on behalf of the first entity and a second entity; and generating, in response to receiving the request, a prompt including at least one condition that is associated with the blockchain operation. The method includes sending a first message that includes the prompt to the first entity; and receiving a second message that includes an indication of whether the at least one condition has been satisfied or is authorized to be satisfied. The method includes determining whether the request from the first entity is attempting the denial of service attack or is issuing a legitimate request, and facilitating the blockchain operation upon satisfaction of the at least one condition.
H04L 9/06 - Dispositions pour les communications secrètes ou protégéesProtocoles réseaux de sécurité l'appareil de chiffrement utilisant des registres à décalage ou des mémoires pour le codage par blocs, p. ex. système DES
G06Q 20/10 - Architectures de paiement spécialement adaptées aux systèmes de transfert électronique de fondsArchitectures de paiement spécialement adaptées aux systèmes de banque à domicile
