Abstract:
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.
Abstract:
The system and method determine an activity associated with a user. An action associated with a media type of the activity or a role of the user within the activity is determined. For example, the activity can be how much the user talks during a conference call or if the user's role is that of a moderator. In response to determining the action associated with the media type of the activity or the role of the user within the activity, a presence state of the user is modified. The modified presence state is then communicated to a second user. This allows for a more accurate presence state of the user. It also allows other users to make contact at times where the user is more likely to communicate.
Abstract:
Configuring a network topology can be a resource-intensive task. Services that may be “snapped-in” to a particular network often require physical alternations to the topology of the network. The topology may be remotely altered by providing an override datum to a configuration device such that a seed value for a datum is replaced and, as a result, the topology of the network altered to provide a particular service. As a benefit, one or more networks may have their physical topology remotely reconfigured with a single alteration of a datum.
Abstract:
The system and method determine an activity associated with a user. An action associated with a media type of the activity or a role of the user within the activity is determined. For example, the activity can be how much the user talks during a conference call or if the user's role is that of a moderator. In response to determining the action associated with the media type of the activity or the role of the user within the activity, a presence state of the user is modified. The modified presence state is then communicated to a second user. This allows for a more accurate presence state of the user. It also allows other users to make contact at times where the user is more likely to communicate.
Abstract:
Methods and systems for providing an elegant and efficient multi-protocol eventing layer are disclosed. The multi-protocol eventing layer includes a converged container capable of handling multiple types of protocols to manage events while using an open source database. Accordingly, the multi-protocol eventing layer efficiently provides real-time or near real-time eventing to a plurality of devices for scalability and performance enhancement.
Abstract:
Transcribing portions of a communication session between a user device and an on-premises device of an enterprise includes receiving, by a computer located remotely from the on-premises device, a media stream of the communication session from the on-premises device and receiving, by the computer, at least one event associated with the media stream from the on-premises device. Furthermore, the computer determines a portion of the media stream to transcribe based on the at least one event and transcribes the portion of the media stream.
Abstract:
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.
Abstract:
Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to third party-developed 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.
Abstract:
The concept of a centralized communication log is provided. Anchor points, and specifically Session Initiation Protocol (SIP) anchor points, serve as a media and call control point that is established on a per-user basis which can then be leveraged by a communication log application. Such a communication log application is able to determine accurate and real-time communicant information for a communication session and populate a centralized communication log with the same. Such a communication log is, therefore, accurate with respect to multiple users in a system, highly available, and scaled horizontally.
Abstract:
Downloadable pluggable services and methods of distributing the same are described. The downloadable pluggable services may correspond to third party-developed 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.