Abstract:
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for suggesting and inserting automated assistants in a graphical user interface for managing communication sessions. A system for suggesting an automated assistant generates a first vector describing a current context of a current communication session, and generates a comparison of the first vector and a second vector associated with a past context of an automated assistant in a past communication session. Then, if the comparison exceeds a similarity threshold, the system suggests the automated assistant to at least one user in the current communication session. Optionally, the system can predictively insert the automated assistant in a communication session if the comparison exceeds a similarity threshold. The graphical user interface for managing communication sessions displays automated assistants in a same manner as human participants.
Abstract:
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing communications mode neutrally using widgets. The method includes presenting via a graphical user interface (GUI) a set of connected graphical elements representing a communication session comprising at least two communicating users, wherein each graphical element representing a user further comprises at least one graphical sub-element indicating user communication details, receiving user input associated with the set of connected graphical elements, the user input having an action associated with the communication session, and performing the action based on the received user input. The graphical sub-elements can indicate a communication mode through which an associated user connects to the communication session and/or available communication modes for an associated user. The graphical sub-elements can include a telephone, mobile phone, instant message, camera, video camera, microphone, text-message, document, headset, or email icon.
Abstract:
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for suggesting and inserting automated assistants in a graphical user interface for managing communication sessions. A system for suggesting an automated assistant generates a first vector describing a current context of a current communication session, and generates a comparison of the first vector and a second vector associated with a past context of an automated assistant in a past communication session. Then, if the comparison exceeds a similarity threshold, the system suggests the automated assistant to at least one user in the current communication session. Optionally, the system can predictively insert the automated assistant in a communication session if the comparison exceeds a similarity threshold. The graphical user interface for managing communication sessions displays automated assistants in a same manner as human participants.
Abstract:
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing communications in a callcenter. The method includes presenting via a GUI to a callcenter agent a set of connected graphical elements representing a structure of a communication session including the callcenter agent and a caller, receiving input via the GUI from the callcenter agent to manipulate at least one graphical element, and performing an action based on the input. Further disclosed herein are systems, methods, and non-transitory computer-readable storage media for monitoring communications in a callcenter. The method includes presenting via a GUI a plurality of sets of connected graphical elements, wherein each set of connected graphical elements represents a structure of a communication session including the callcenter agent and a caller, receiving a selection via the GUI based on at least one graphical element to listen in on an associated communication, and monitoring the associated communication session.
Abstract:
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for displaying a user interface for managing communication sessions on a communication device. A system configured to practice the method displays, on a first side portion of the user interface, a first set of user-configurable communication information. The system displays, a second side portion of the user interface, a second set of user-configurable communication information. The system displays, on a center portion of the user interface, a communication work space for managing communication sessions. In one embodiment including a touch sensitive display, this interface is used with a tablet device such that a natural position of user's thumbs are in an optimal position to interact efficiently with the user interface. The side portions can be user-configurable to display, for example, contacts, calendar events, tasks, memos, and so forth.
Abstract:
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for presenting a contact manager associated with a communication session represented in a graphical user interface (GUI). The method includes grouping by context contacts associated with a user in the communication session, wherein the communication session is displayed as a set of connected graphical elements representing a structure of the communication session, presenting on the GUI a graphical representation of at least a part of the grouped contacts, receiving user input associated with one contact of the contacts and the communication session, and modifying the communication session based on information associated with the user input and the one contact. Grouping the contacts by context can include sorting the contacts as a cache, and grouping based on user preferences, user communications history, social networks, topic, project, and/or employer.
Abstract:
Disclosed herein are systems, methods, and non-transitory computer-readable storage media for managing a virtual meeting room communication session. The method includes establishing a persistent virtual meeting room communication session, the virtual meeting room communication session including shared resources available to virtual meeting room communication session participants, displaying to meeting participants a set of connected graphical elements representing a structure of the virtual meeting room communication session via a graphical user interface (GUI), receiving from one of the meeting participants input associated with the set of connected graphical elements, the input having an action associated with the virtual meeting room communication session, and performing the action based on received user input. The virtual meeting room communication session can persist when no participants are in the communication session. The persistent virtual meeting room can record changes in session context such as a record of session control events, resource changes, and participant listings.
Abstract:
Methods and apparatus are provided for specifying Web service interfaces and for processing Web service messages using protocol multiplexing. A Web service comprised of a plurality of sub-services (or clients of the Web service) are designed in accordance with the present invention by analyzing a plurality of micro-protocols between two or more of the sub-services, the Web service, and one or more clients of the Web service. A composite message is created if a plurality of messages of the micro-protocols have the same sender and receiver and belong to compatible message sequences. The present invention ensures that the execution of two or more message handlers is based on a defined execution order, when one or more collaborations of the micro-protocols are dependent on other collaborations. A Web service according to the present invention decomposes one or more incoming messages into a plurality of micro-messages (or composes one or more outgoing messages from a plurality of micro-messages) and provides a plurality of message handlers that process (or generate) said plurality of micro-messages.