Certain aspects of the disclosure are directed to routing decisions implemented in a data-communications system in response to a set of programming instructions from a programming language that is received and/or provided on behalf of a specific subscriber or client and that is different from a programming language more-generally used by the system to provide data-communications to a plurality of subscribers or clients including the specific subscriber or client. According to a specific example, in response to identifying and/or interpreting the second set of instructions, call processing or routing decisions are made in connection with incoming calls involving one or more endpoint devices associated with the specific subscriber or client.
In certain examples, a service provider provides communications services with endpoint devices. The data-communications services are established via redundant media channels from among disparate last-segment channel types (Wi-Fi, cellular network, etc.) accessible to one endpoint device through an edge server. An incoming call involving one endpoint device is routed via the service provider via primary and secondary network connections via respective first and second ones of the disparate last-segment channel types. In response to the location data for the endpoint device or QoS data, media of the incoming call is combined to improve the quality of the provided data communications services.
Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, process user-data communications between a client station and another station participating in data communications via the data communications services can be processed, where the client station is associated with one of a plurality of client entities configured and arranged to interface with a data communications server providing data communications services. Context information can be aggregated for each respective user-data communication between the client station and the participating station, where the context information corresponds to at least one communications-specific characteristic associated with the user-data communications. In response to receipt of a subsequent user-data communication from the participating station and intended for the client station, present to the participating station a dynamic series of inquiries to address the subsequent user-data communication, based on the aggregated context information.
H04L 67/63 - Routing a service request depending on the request content or context
G10L 15/22 - Procedures used during a speech recognition process, e.g. man-machine dialog
G10L 25/54 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination for retrieval
H04L 41/22 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
Apparatus and methods are disclosed for geographic region-based network address translation (NAT) between a public network and a private network. In certain examples, region-based NAT may assist to reduce latency, enhance quality, enhance security, and/or improve efficiency of network communications. In response to a data packet from a first port of a private IP address, of an endpoint in the private network, a region of the private network that includes an endpoint identified by the private IP address is determined. A public IP address is selected that is mapped to the determined region in the database. An available port of the selected public IP address is assigned for NAT. NAT is performed for data communicated between the public and private networks using a mapping of the first port of the first IP address to the second port of the second IP address.
In various examples, data communications are routed as calls by a set for servers, and the calls are processed in various ways including generating a set of data metrics including communications summary metrics which may related to communications event messages. At least one processing circuit is communicatively coupled to or integrated as part of the server set which route incoming calls (e.g., for a plurality of agents in a communications/call center). The processing circuit is configured to receive communications event messages from the server set for communications routed by the server set, generate, during a communication to a first agent of the plurality of agents, a set of data metrics including communications summary metrics based on the communications event messages; and redirect, during the communication to the first agent, the communication to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.
H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
H04M 3/58 - Arrangements for transferring received calls from one subscriber to anotherArrangements affording interim conversations between either the calling or the called party and a third party
H04M 7/00 - Arrangements for interconnection between switching centres
6.
Systems, methods, devices and arrangements for emergency call services and emergency broadcasts
A variety of methods, systems, devices and arrangements are implemented for emergency call centers. According to one such method, a location database is populated from a plurality of endpoint devices. The location database determines locations for nodes in a data transmission route from information received from the endpoint devices. Emergency calls using these nodes are located using the populated database.
G01S 5/02 - Position-fixing by co-ordinating two or more direction or position-line determinationsPosition-fixing by co-ordinating two or more distance determinations using radio waves
Certain aspects of the disclosure are directed to an example concerning circuitry, including a set of servers, configured according to programming instructions of a first programming language, to provide data-communications (routing) services on behalf of a plurality of switchboard interfaces that are respectively associated with a plurality of disparate client entities having respective client accounts which permit clients to receive data-communications services such as routing services. A switchboard interface (among many switchboard interfaces) is operated on behalf of one of the client entities to coordinate with the server set for effecting communications routing involving user-endpoint devices associated with the client entity. The circuitry receives client-specific directives from the client entity via a second programming language that is characterized in that it is compatible with the first programming language and maintains security of the circuitry by limiting access by the client entity to the information in the database.
G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs
Methods, systems, and apparatuses are provided for data communication with user communication devices via a network address translator (NAT). In one example, a set of proxy servers is configured to effect communications through mapped data-communication paths of the NAT during data communication sessions through or with the user communication devices. The mapped paths are susceptible to being unmapped by the NAT if the mapped path is unused for a threshold duration of time. The proxy servers maintain the mapped paths through the NAT by prompting the user communication devices to communicate data to the set of proxy servers, for a duration of time exceeding a threshold duration of time.
In certain examples, a service provider provides communications services with endpoint devices. The data-communications services are established via redundant media channels from among disparate last-segment channel types (Wi-Fi, cellular network, etc.) accessible to one endpoint device through an edge server. An incoming call involving one endpoint device is routed via the service provider via primary and secondary network connections via respective first and second ones of the disparate last-segment channel types. In response to the location data for the endpoint device or QoS data, media of the incoming call is combined to improve the quality of the provided data communications services.
Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device can be retrieved from a plurality of interconnected data communications systems. The client station can be configured to interface with a data communications server for providing such data communications services. Context information for each respective user-data communication between the client station and the participating station are aggregated, and operational statistics from network circuitry providing the user-data communications between the client station and the participating station are retrieved. Various network parameters can be changed to improve or optimize performance of subsequent user-data communications between the client station and the participating station, based on patterns identified in the operational statistics and the aggregated context information.
H04L 41/0816 - Configuration setting characterised by the conditions triggering a change of settings the condition being an adaptation, e.g. in response to network events
H04L 41/083 - Configuration setting characterised by the purposes of a change of settings, e.g. optimising configuration for enhancing reliability for increasing network speed
H04L 41/142 - Network analysis or design using statistical or mathematical methods
H04L 41/147 - Network analysis or design for predicting network behaviour
H04L 67/566 - Grouping or aggregating service requests, e.g. for unified processing
H04L 67/63 - Routing a service request depending on the request content or context
H04W 24/02 - Arrangements for optimising operational condition
Certain aspects of the disclosure are directed to programming of a data-communications system including, for example, a data-communications (e.g., VoIP) server is configured to route incoming calls to designated endpoints designated by a particular one of various client entities which receive services from the system. In one specific example, via the one or more receptionists or contact centers involved in the data-communications services for a particular one of the client entities, client-specific endpoint devices receive the services by using a respective first set of client-specific directives including initial instructions for initial routing decisions based on control data specifying how this routing is to occur. Later and specific to the particular client entity, network-conveyed follow-up instructions are used to override certain of the initial instructions and to customize the call routing for the particular client entity.
One or more methods, device, and/or systems may perform a video elevation. In a non-limiting example, a communication platform performs a video elevation including transitioning a communication from a first state (e.g., using an existing communication channel) to a second date, such as a video call. The communication may be between an end user device (e.g., customer needing support) and an agent device (e.g., agent providing support), where the functionality at each device and respective graphical user interfaces (GUIs) may be provided by the platform. The platform may enable the agent device to control the end user's device (e.g., camera) through the GUI. Additionally, the platform may capture annotation information related to objects visible via the camera, based on actions taken by the agent through the GUI while controlling the camera. Additional artificial intelligence insights may be provided by the platform based on historic or real-time data.
One example involves a method for providing communications services to remotely-situated client entities, wherein each client entity is associated with users and each user is associated with a communication device. For providing the services verification may be realized by using authentication factors, and a communication request generated with at least one of the authentication factors. The generated communication request may include a first portion specifying at least one target endpoint associated with the user and a second portion associated with or indicating the security code and that includes a set of instructions which: are specific to the user, which specify how to communicate the security code for the user, and which specify different security codes for different types of communications. The security code is sent to the user according to the set of instructions, and verified via a second authentication factor is implemented.
Methods and systems are disclosed for information streaming to a user interface via a networked contact center. In one example, a system includes communications computer circuitry to receive, at a networked contact center, a request to stream information to a user interface, the user interface being associated with the networked contact center and an agent to be contacted by others. Information streaming circuitry streams the requested information and to open a network connection between the user interface and a server of a networked contact center, and the information streaming circuitry keeps the network connection between the user interface and the server open as a persistent network connection to the user interface. The communications computer circuitry also pushes one or more events to the user interface via the persistent network connection to cause a change in the user interface without further network requests to the server from the user interface.
In one example, a server system interfaces with a plurality of remotely-situated client entities to provide data communications services. The system uses processing circuitry for: accessing an archive of digital voice data indicative of transcribed audio conversations respectively involving different client stations participating in data communications; correlating a text-based message received by a virtual assistant and associated with one of the different client entities, with at least one intent or at least one topic associated with the archived digital voice data; and automatically configuring the virtual assistant, based on the text-based message being correlated and via the data-processing computer circuitry, to address or otherwise process the received text-based message.
H04L 41/08 - Configuration management of networks or network elements
H04L 51/02 - User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
16.
Apparatuses and methods involving a set of servers monitoring data communication endpoints to assess possible communication problems
In one example, a system includes a plurality of servers to provide data communication services for a respective set of endpoints. Computer circuit executes an algorithm to assess possible poor call quality sources based on types of call quality metrics are common a set of one or more parsed endpoints from among the set of endpoints, and this involves a diagnostic test involving the at least one of the certain parsed endpoints for assessment of the possible poor call quality sources, and generating data specific to the types of call quality metrics. In response, the data-processing computing circuit indicates one of the plurality of possible poor call quality sources as being more likely, than other of the plurality of possible poor call quality sources, to be causing the at least one data communications problem.
H04M 3/22 - Arrangements for supervision, monitoring or testing
H04L 41/0631 - Management of faults, events, alarms or notifications using root cause analysisManagement of faults, events, alarms or notifications using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
H04L 43/0811 - Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability by checking connectivity
H04L 69/40 - Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection
17.
Routing data communications between client-specific servers and data-center communications servers
Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device during a first time period can be retrieved from a plurality of interconnected data communications systems. The client station can be configured and arranged to interface with a data communications server providing data communications services on a subscription basis. Context information for each respective user-data communication between the client station and the participating station during the first time period can be aggregated, such that subsequent user-data communications received from the participating station and intended for the client entity, can be routed based on the aggregated context information.
Certain aspects of the disclosure are directed to control of data communications services. According to a specific example, an apparatus is provided including one or more computer processor circuits configured and arranged to interface with remotely-situated client entities using a first programming language used by a data communications server, and to provide a database of communications services to the client entities. The apparatus further includes communications control circuitry configured and arranged to control communications routing for each respective client entity, by identifying, client-specific sets of control data derived from programming instructions received over a network and corresponding to a second programming language that is compatible with the first programming language, and providing the communications services to end-users of the client entity based on the client-specific sets of control data including particular routing functions for emergency notifications.
Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.
G10L 25/63 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination for estimating an emotional state
H04M 1/656 - Recording arrangements for recording conversations
H04M 1/658 - Means for redirecting recorded messages to other extensions or equipment
H04M 3/42 - Systems providing special services or facilities to subscribers
H04M 3/493 - Interactive information services, e.g. directory enquiries
Methods, systems, and storage media provide interoperability for advanced messaging features involving proprietary messaging platforms. Exemplary implementations: register a user of a messaging platform with an external network; associate the user with an identifier of the external network; configure an adapter to receive notifications from the identifier of the external network via a subscription; and receive, via the adapter at the messaging platform, the notifications addressed to the identifier of the external network based on the subscription.
Apparatus and methods concerning routing of calls in client-configured set of servers, such as a web-server configured to host a switchboard interface are disclosed. As an example, one apparatus includes such a hosting web-server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled devices communicatively coupled to the web-server via a network. A user-activity detection circuit is communicatively coupled to the web-server. The user-activity detection circuit is configured to receive activity data indicating activity of end-users in a virtual office environment and receive event messages indicating statuses of pending calls in the web-server. The user-activity detection circuit determines user-activity statuses of the end-users based on received activity data and event messages. A computing server is to provide a set of services for one or more of the plurality of users as a function of the determined user-activity statuses of the end-user.
H04M 7/00 - Arrangements for interconnection between switching centres
H04L 65/1053 - IP private branch exchange [PBX] functionality entities or arrangements
H04M 3/42 - Systems providing special services or facilities to subscribers
H04M 7/12 - Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
H04Q 3/62 - Arrangements providing connection between main exchange and sub-exchange or satellite for connecting to private branch exchanges
23.
Systems, methods, devices and arrangements for unified messaging
In one example, a communications platform provides data communications services over a communication network and involving different communications systems respectively associated with respectively different formats to a plurality of communication user-operable devices each of which has a user interface for communicating information. The data communications services are used with a browser and facilitate: establishing an electronic meeting between multiple individuals, the electronic meeting providing access to a plurality of different types of content, or of different format types; and generating, in response to the electronic meeting being established, a status message that is associated with the electronic meeting, that provides an update message to at least a subset of the plurality of communications systems, and that provides information regarding possible availability of an individual for participating in the electronic meeting.
H04L 51/52 - User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
H04M 3/53 - Centralised arrangements for recording incoming messages
H04M 3/56 - Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to process user-data-communications between a client station and another station participating in data-communications via the data-communications services where the client station is associated with one client entity. The server is also configured to identify a context for each respective user-data-communication between the client station and the participating station, where the context data corresponds to at least one communications-specific characteristic associated with the user-data-communications, and to retrieve structured and unstructured data relating to previous data-communications provided by the data-communications server. The server is also configured to provide the integrated contact center to particular end users based on the identified context, and including data generated from the retrieved structured and unstructured data.
Certain aspects of the disclosure are directed to customized control, for example, including customized communication lists, for data communications systems using high-level programming. According to a specific example, a data communications server is configured to interface with a remotely-situated client entity using a first programming language. The data communications server includes a communication control engine that is configured to provide a private branch exchange (PBX) or PBX functions from a Cloud-based service platform for the client entity. The communication control engine is to identify client-specific sets of control data derived from instructions written in a second programming language that is compatible with the first programming language, and to control communication routing by determining whether and/or how to route incoming data communications in response to the client-specific sets of control data.
Various aspects of the subject technology related to systems, methods, and a machine readable storage medium for distributing communication requests based on collaboration circle membership data using machine learning. A system may be configured to receive a plurality of communication requests. Each communication request may include a request initiator and a request recipient. The system may process the plurality of communication requests to using one or more predictive models derived from a machine learning process to generate a communication request resolution for each of the plurality of communication requests. The system may forward a communication request notification to a request facilitator to implement the generated communication request resolution.
H04L 67/60 - Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
Certain exemplary aspects of the disclosure are directed to customized communications using a high-level programming interface that is associated with related programming languages. According to a specific example, a data communications server is to provide a database with virtual office features available to remotely-situated client entities. The data communications server is to provide to the client entities, a set of instructions written in a first programming language for client-specific communications or directives. The data communications server is further configured to receive from each client entity, client-specific sets of control data written in a second programming language that is compatible with the first programming language.
H04L 29/06 - Communication control; Communication processing characterised by a protocol
G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
G16H 10/60 - ICT specially adapted for the handling or processing of patient-related medical or healthcare data for patient-specific data, e.g. for electronic patient records
A system is provided that includes one or more computing servers and a processing circuit for analyzing data transactions of the computing servers. Each of the computing servers is configured to provide respective services to remote users. The processing circuit is configured to analyze data transactions of at least one of the computing servers, which is associated with a user account. A security policy of the user account includes conditions that are indicative of unauthorized access when the conditions are satisfied by various characteristics of the analyzed data transactions. The processing circuit is configured to determine a threat level as function of the characteristics of the data transactions and the conditions of the security policy. In response to the threat level exceeding a threshold level indicated in the security policy of the user account, the processing circuit performs an action for the user account that is associated with the threshold level.
Exemplary aspects involve a data-communications apparatus or system communicate over a broadband network with a plurality of remotely-located data-communications circuits respectively associated with a plurality of remotely-situated client entities. The system includes data-communications platform (e.g., UC-CC) that processes incoming data-communication interactions including different types of digitally-represented communications among which are incoming call, and that is integrated with a memory circuit including a database of information sets. Each of the information sets includes experience data corresponding to past incoming data-communication interactions processed by the platform, and with aggregated and organized data based on data collected in previous incoming interactions. The platform accesses the database and may: use past interactions and other data sources; and facilitate an automated self-service experience for users by resolving inquiries discerned through the incoming interactions; and/or effecting call-decision routing of incoming interactions to call-center agents or specialists.
Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. As an example, one apparatus includes an IPBX server configured to route VOIP calls for a plurality of end-users having respective VoIP-enabled circuit devices communicatively coupled to the IPBX server via a communications network. A processing circuit is communicatively coupled to the IPBX server. The processing circuit is configured to receive call event messages corresponding to a plurality of end-users from the IPBX server and generate call models from the call event messages. The processing circuit also generates call summary metrics from the call models. In response to an input query, the processing circuit evaluates the call summary metrics for a parameter of interest specified in the input query to generate data for the parameter of interest.
Methods are provided for providing a unified communication history of a multi-modal communication. In one aspect, a method includes receiving a plurality of event logs related to the multi-modal communication. The multi-modal communication comprises a first communication modality and a second communication modality. The method includes aggregating the one or more events from the event logs as a plurality of aggregated events and resolving an identity of each user from among the plurality of users in the plurality of aggregated events. The method includes storing the aggregated events into a communication history of the multi-modal communication. Systems and machine-readable media are also provided.
Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a user interface for each respective remotely-situated client entity, the user interface including a display of communications-based campaigns, tools for contact center communications (e.g., interactive voice response (IVR) tools), and data analytics. Moreover, the data communications server provides a display on the user interface which may include selectable components to create for the associated remotely-situated client entity, a customized way for handling data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.
Meeting and conferencing systems and methods are implemented in a variety of manners. Consistent with one example embodiment, an audio conference system includes communications circuitry and a caller interface, each associated with setting up or managing the audio conference. Menu options may be provided to validate or authenticate incoming telephony calls. In response to a selection of the menu options, an incoming telephony call may be prompted to select a callback number, and then the system monitors for a trigger event. A participant is contacted in response to detecting the trigger event, and the contacted participant is then placed into the audio conference.
A system includes Session-Initiation-Protocol (SIP) servers that provide services for a respective set of endpoints. A monitor server can receive connectivity status of the respective set of endpoints based on registration status provided by the endpoints to the SIP servers. Based upon the received connectivity status, endpoints having connectivity problems are parsed into one or more subgroups. Potential problem sources are identified for the connectivity problems of the parsed endpoints. For each of the subgroups, the monitor server determines whether the subgroup exceeds a corresponding trigger threshold. In response a corresponding trigger threshold being exceeded, an action profile specifying an entity is accessed. A notification is transmitted to the entity.
H04L 43/0811 - Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability by checking connectivity
H04L 41/0631 - Management of faults, events, alarms or notifications using root cause analysisManagement of faults, events, alarms or notifications using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
H04L 69/40 - Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection
35.
Apparatuses and methods involving parking communications
According to one example, the present disclosure involves a system including a data-communications server which uses client-specific sets of data that respectively indicate, for each of a plurality of disparate client entities, data services including data-communications call routing services and parked-call services to be provided on behalf of the client entity from among the client entities. The server is to access the client-specific sets of data (e.g., as may be stored in database of a memory circuit), and, in response, the server receives incoming calls involving user endpoint devices associated with respective ones of the client entities. These actions may be followed by the server providing the data services for the incoming calls in a manner consistent with the client-specific sets of data, and conveying for one of the incoming calls, one of multiple call-related context indications to one of the user endpoint devices. This context indication may inform the user on how the incoming call is to be processed for a change to or from a parked call status.
An apparatus including a server is disclosed for providing data-communications services to and configuring contact lists for a plurality of Internet-enabled devices. The apparatus includes a data server communicatively connected to the plurality of user-communications devices. In response to receiving a first data message, from a first device not included in the plurality of devices, that includes contact information and identifies one of the plurality of devices, the device management circuit adds a new contact having the contact information to the respective contact list of the identified one of the plurality of devices.
G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs
H04L 12/16 - Arrangements for providing special services to substations
H04M 1/253 - Telephone sets using digital voice transmission
H04M 1/2757 - Devices whereby a plurality of signals may be stored simultaneously with provision for storing more than one subscriber number at a time using static electronic memories, e.g. chips providing data content by data transmission, e.g. downloading
H04M 3/493 - Interactive information services, e.g. directory enquiries
H04M 7/00 - Arrangements for interconnection between switching centres
H04M 1/27457 - Management thereof, e.g. manual editing of data
37.
Web-enabled chat conferences and meeting implementations
Meeting and conferencing systems and methods are implemented in a variety of manners. Consistent with an embodiment of the present disclosure, a meeting system is implemented via a computer server which is configured to provide a web-based meeting-group subscription option to potential meeting participants. A meeting scheduling data is received over a web-accessible virtual meeting interface. The meeting scheduling data includes group identification information and meeting time information. In response to the group identification information, participant identification information is retrieved for participants that become associated with a meeting group identified by the group identification information. Chat sessions may be used by the meeting participants.
Apparatuses and methods concerning providing a data-communications contact center virtual agent are disclosed. As an example, user-data communications between client and participant stations are facilitated as follows, which may be implemented using a data communications server and associated communications circuitry. Service request data is received from users at a participant stations, and context information is identified for user-data communications between a client station and the participant stations based on the service request data associated with the user-data communications. The identified context information is aggregated for the client station and used for choosing a data routing option routing data with each user at the participant stations, based on the service request data and the aggregated context information.
Apparatus and methods concerning call routing are disclosed. As an example, one apparatus includes a circuitry configured to route calls, as data communications (e.g., between a cellular network or PSTN and a plurality of user communication devices) on a broadband network. In response to receiving a first call notification from one of a plurality of mobile devices, a processing circuit of the apparatus caches the call notification in a first database. A first call notification indicates a source number and a destination number. In response to a first incoming call from the source number included in the cached call notification, the processing circuit redirects the call to the destination number indicated in the call notification via the broadband network.
H04M 7/12 - Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
H04M 3/42 - Systems providing special services or facilities to subscribers
H04M 3/58 - Arrangements for transferring received calls from one subscriber to anotherArrangements affording interim conversations between either the calling or the called party and a third party
H04M 7/00 - Arrangements for interconnection between switching centres
H04W 4/16 - Communication-related supplementary services, e.g. call-transfer or call-hold
Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data communications server is configured to process user-data-communication between a client station and another client station participating in data-communications via the data-communications server, where each client station is associated with one client entity. The server is also configured to identify a context for each user-data-communication between the client station and the other client station, where the context corresponds to at least one communications-specific characteristic associated with the user-data-communication.
Apparatuses and methods concerning providing data-communications room recommendations are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to provide user-data-communications sessions. The server is also configured to retrieve data-communications messages, which may arise from a plurality of disparate interconnected data-communications systems, and batch the data communications messages for a particular data-communications room together to create a room document. Responding to receipt of a request from a particular user, the server identifies a particular data-communications room for a particular inquiry.
Various example implementations are directed to circuits, apparatuses, and methods for providing virtual computing services. According to an example embodiment, an apparatus includes a data storage device and a set of computing servers communicatively coupled to the data storage device. The set of computer servers are configured to provide a respective (e.g., virtual) data center for each of a plurality of accounts. The respective data center for each account is configured to provide data communication services specified in a respective settings file for the account stored in the data storage device. For at least one of the accounts, a set of virtual desktops and/or a set virtual data-communications servers may be designated to provide the data communications services as specified in the settings file for the account.
In one or more embodiments, an apparatus includes a set of servers configured to route calls to and from a plurality of devices over network paths. Each of the devices is respectively associated with one of a plurality of client accounts. A control circuit may be communicatively connected to the one or more servers and directs the servers to route calls for a client account according to a respective routing policy for the client account. The routing policy may indicate one or more routing algorithms for selecting paths of a network for routing each of the calls, and may also indicate a selection algorithm configured to, for each call, one of the set of routing algorithms based on a set of criteria such as date or time of the call.
H04M 7/00 - Arrangements for interconnection between switching centres
H04L 41/22 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
H04M 11/04 - Telephonic communication systems specially adapted for combination with other electrical systems with alarm systems, e.g. fire, police or burglar alarm systems
Various example implementations are directed to circuits, apparatuses, and methods for providing data communications services such as voice-over-IP (VOIP). According to an example embodiment, an apparatus includes one or more VOIP servers configured and arranged to route VoIP calls to and from users of a plurality of customer accounts. Each customer account has a respective plurality of users and a respective settings file. For each of the customer accounts, a processing circuit communicatively coupled to the VOIP servers, records an audio portion of a VoIP call to or from a user of the customer account in response to the VOIP call satisfying a set of recording criteria specified in the settings file for the customer account. The recording criteria for at least one of the customer accounts includes account-level settings for selecting VoIP calls to be recorded and sets of user-level settings indicating criteria for preventing recording of VOIP calls of the individual users.
In one example, a communications system includes a unified communications server platform (UCP) and processing circuitry including a channel-communications management module. The unified communications platform is to process different types of communications services, for a data-communications service provider, respectively using different types of communications channels. The channel-communications management circuit (CCMC) manages in real-time communications involving the UCP and provides effective merging of two or more inbound data communications received via the different types of communications channels for effecting a streamlined-single communication channel via a graphic user interface (GUI) accessible to a user of the communications services. A processing circuit is communicatively integrated with the CCMC to assess the two or more inbound data communications and in response to provide, as one of the communications services from the UCP and via the GUI, peripheral data deemed by the processing circuit as advantaging the streamlined-single communication channel for review to the user.
Certain exemplary aspects of the disclosure are directed to customization of alerts using telecommunications services. In one such example, a data-communications server is configured to a set of virtual office features including client-specific call routing functions available to remotely-situated client entities. The server provides a set of instructions to the client entities, with the instructions documented in a first programming language, and receives from each such client entity, client-specific sets of control data written in a second programming language. The client-specific sets of control data may specify, as examples, particular alerts, informational data and/or reminders to be provided to end-users of the respective client entity.
Apparatus and methods concerning call routing are disclosed. In an example embodiment, a call alert message, indicative of the call answer options, is communicated from a data-communications server to the communication device, determined in response to receiving an incoming call for a communication device at the server. A selected option is received from the communication device. In response to the selected option indicating the first call answer option, the call is routed to the communication device as a call via a data network or in response to the selected option indicating the second call answer option, the call is routed to the communication device via a PSTN.
H04M 7/12 - Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
48.
Client-specific control of shared telecommunications services
Aspects are directed toward use of data communications server(s) and a Platform as a Service (PaaS) interface to provide remote services for endpoint devices of a plurality disparate client entities. In one example, an apparatus includes a computing server to provide data communications for a plurality of endpoint devices respectively associated with a plurality of disparate client entities according to and responsive to client-specific sets of control data. The apparatus also includes a processing circuit configured to adjust routing of the communications by the computing server, in response to call event data generated by the computing server, by generating the client-specific sets of control data for each client entity according to a respective set of directives.
Certain aspects of the disclosure are directed to communication bridging in a telecommunication system. According to a specific example, a data-communications service provider uses a data-communication server and a uniform resource locator (URL) generation circuit to form a communication bridge between a different disparate chat rooms. The URL generation circuit generates a URL associated with the communication bridge. Using the generated URL an assimilation and processing circuitry, chat messages may be received and conveys by using the server and respective communication protocols associated with the chat rooms, between participants of the chat rooms.
In one example, a communications system includes a unified communications platform and a channel-communications management circuit. The unified communications platform is to process different types of communications services respectively using different types of communications channels. The channel-communications management circuit may be used to provide an effective merging of data communications received via the different types of communications services to develop an interaction record for a reply communication on a preferred channel and/or for use in a subsequently-received inbound data communication. The channel-communications management circuit may also react to a subsequently-received inbound data communication such as by using the interaction record in another communication subsequent to the inbound data communications, and/or by accessing the record and/or replying to content in the different types of communications services based on a determined identity of a sender or participant of the data communications.
Methods and systems are disclosed for information streaming to a user interface via a networked contact center. In one example, a system includes communications computer circuitry to receive, at a networked contact center, a request to stream information to a user interface, the user interface being associated with the networked contact center and an agent to be contacted by others. Information streaming circuitry streams the requested information and to open a network connection between the user interface and a server of a networked contact center, and the information streaming circuitry keeps the network connection between the user interface and the server open as a persistent network connection to the user interface. The communications computer circuitry also pushes one or more events to the user interface via the persistent network connection to cause a change in the user interface without further network requests to the server from the user interface.
In one example, a system includes a plurality of servers to provide data communication services for a respective set of endpoints. Computer circuit executes an algorithm to assess possible poor call quality sources based on types of call quality metrics are common a set of one or more parsed endpoints from among the set of endpoints, and this involves a diagnostic test involving the at least one of the certain parsed endpoints for assessment of the possible poor call quality sources, and generating data specific to the types of call quality metrics. In response, the data-processing computing circuit indicates one of the plurality of possible poor call quality sources as being more likely, than other of the plurality of possible poor call quality sources, to be causing the at least one data communications problem.
H04L 41/0631 - Management of faults, events, alarms or notifications using root cause analysisManagement of faults, events, alarms or notifications using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
H04L 43/0811 - Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability by checking connectivity
H04L 69/40 - Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass for recovering from a failure of a protocol instance or entity, e.g. service redundancy protocols, protocol state redundancy or protocol service redirection
53.
Server generated timing of location updates for call routing decisions
A data-communications (e.g. VoIP-type) server is configured to provide data-communications services such as VoIP services to a plurality of endpoint devices. The server receives, from applications running on the endpoint devices, location updates identifying geographic locations of the endpoint devices. The server may modify a location database to include entries specifying the geographic locations of the endpoint devices. Data/telephone calls are routed based upon the entries specifying geographic locations of the plurality of endpoint devices. Based upon input parameters, a set of periodic update timings are generated and sent to the endpoint devices.
In one example, a Voice over Internet Protocol (VoIP) endpoint device such as a smart phone or other CPU device interfaces with a data communications server which provides VoIP services to a plurality of VoIP-capable endpoint devices. The VoIP endpoint device includes at least one computer processor circuit and memory circuit that are configured to obtain current geolocation data. The VoIP endpoint device retrieves previously-reported geolocation data from the memory circuit and determines, based upon the previously-reported geolocation data and the current geolocation data, that a mismatch trigger event has occurred. The VoIP endpoint device sends, in response to the determining, the current geolocation data from the particular endpoint device to the VoIP server. The current geolocation data is stored in the memory circuit.
One example involves a method for providing communications services to remotely-situated client entities, wherein each client entity is associated with users and each user is associated with a communication device. For providing the services verification may be realized by using a first authentication factor for a user among the users, and a communication request may be generated. The generated communication request may include a first portion specifying at least one target endpoint associated with the user and a second portion associated with or indicating the security code and that includes a set of instructions which: are specific to the user, which specify how to communicate the security code for the user, and which specify different security codes for different types of communications. The security code is sent to the user according to the set of instructions, and verified via a second authentication factor associated with or for the user by comparing input from the user to the security code.
Various example implementations are directed to circuits, apparatuses and methods for providing Voice-over-IP (VoIP) services. According to an example embodiment, an apparatus includes a first network node configured to communicate VoIP packets between upstream and downstream network nodes in a network and to communicate metadata with at least one of the VoIP packets downstream in the network. A network pathway assessment module is configured to derive, from the response packet one or more transmission characteristics (e.g., latency) corresponding to the VoIP packets communicated along a pathway between the first network node and the second network node and VoIP packets may be routed in response thereto.
In one or more examples, a method uses a system including data server, a processing circuit, and a data-communications server, with the server being used to route calls in the form of data communications to and from a plurality of telecommunication devices associated with respective user accounts. The server may store data generated by the plurality of telecommunication devices on the data server. The user accounts each have a settings file associated with the user account. In response to a set of criteria indicated in the settings file of one of the user accounts being satisfied, the processing circuit logs into a data server remote to the server may use login credentials included in the settings file. In further response to the set of criteria being satisfied, the processing circuit may copy one or more data files associated with the user account from the data server to the remote data server.
Consistent with an embodiment of the present disclosure, a server arrangement provides a web-accessible virtual-meeting interface through which participant identifying information and meeting time information is passed for setting up and establishing a primary meeting. In addition to the primary meeting, various selectable options are provided for one or more participants, including merged audio from the established audio connections to the participants, establishing a secondary meeting and/or automatically moving or reverting connections from/to the primary meeting.
H04L 65/1096 - Supplementary features, e.g. call forwarding or call holding
H04L 65/401 - Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
H04L 65/403 - Arrangements for multi-party communication, e.g. for conferences
H04L 67/02 - Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
59.
Information security implementations with extended capabilities
Systems, devices or methods provide for control of sensitive data in a computer system that includes at least one central server communicatively-coupled to a plurality of client computers. One particular example is directed to a method involving execution of software code on the at least one central server to monitor data communications of the plurality of client computers for sensitive data. A subset of the data communications is restricted when sensitive data is detected. Configuration data is provided to each of the plurality of client computers. Software code is executed on each of the plurality of client computers to detect accesses to sensitive data by one or more applications running on a client computer. Actions of the one or more applications running on a client computer are monitored to determine whether or not a trigger event has occurred. In response to determining that the trigger event has occurred, a notification is sent.
In one example, a server system interfaces with a plurality of remotely-situated client entities to provide data communications services. The system uses processing circuitry to access an archive of voice data indicative of transcribed audio conversations between a client station and another station participating via the data communications services. Archived voice data includes keywords associated with at least one intent or at least one topic of the transcribed audio conversations. The system identifies keywords and/or identified contexts in a message (e.g., text-based message) received by a text-based virtual assistant, and correlates the text-based message with at least one intent or at least one topic by matching keywords from the archive of digital voice data with the identified keywords from the text-based message. The system may automatically configure the virtual assistant associated with the remotely-situated client entity to address the received text-based message, based on the correlation.
H04L 41/08 - Configuration management of networks or network elements
H04L 51/02 - User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
61.
Unified communications call routing and decision based on integrated analytics-driven database and aggregated data
Exemplary aspects involve a data-communications apparatus or system communicate over a broadband network with a plurality of remotely-located data-communications circuits respectively associated with a plurality of remotely-situated client entities. The system includes data-communications platform (e.g., UC-CC) that processes incoming data-communication interactions including different types of digitally-represented communications among which are incoming call, and that is integrated with a memory circuit including a database of information sets. Each of the information sets includes experience data corresponding to past incoming data-communication interactions processed by the platform, and with aggregated and organized data based on data collected in previous incoming interactions. The platform accesses the database and may: use past interactions and other data sources; and facilitate an automated self-service experience for users by resolving inquiries discerned through the incoming interactions; and/or effecting call-decision routing of incoming interactions to call-center agents or specialists.
A connection procedure for data communications devices is implemented in a variety of embodiments. In one such embodiment, the procedure uses a first set of connection data for attempting to connect and upon failure to connect uses a second set of connection information in addition to the first set of connection information to attempt a connection. In another embodiment, a delay is implemented before transmitting the connection information and a subsequent delay is implemented to allow for additional connection information to be input and transmitted.
Apparatuses and methods are disclosed for protection of data servers configured for data replication of a database. As an example, one apparatus includes at least one processing circuit configured to receive records indicating respective modifications performed on a first version of the database stored in a first data server of the plurality of data servers. The at least one processing circuit is configured to delay replication of the modification in one or more additional servers in the plurality of data servers for a respective length of time specified for the servers in security profile data. While delaying replication of the modification, the processing circuit determines a probability that the modification is malicious based on a first set of factors indicated in a security profile. If the probability is greater than a threshold specified in the security profile data, the processing circuit prevents the modification from being performed.
G06F 16/27 - Replication, distribution or synchronisation of data between databases or within a distributed database systemDistributed database system architectures therefor
G06F 21/56 - Computer malware detection or handling, e.g. anti-virus arrangements
G06F 21/62 - Protecting access to data via a platform, e.g. using keys or access control rules
H04L 67/1095 - Replication or mirroring of data, e.g. scheduling or transport for data synchronisation between network nodes
G06F 3/06 - Digital input from, or digital output to, record carriers
G06F 11/14 - Error detection or correction of the data by redundancy in operation, e.g. by using different operation sequences leading to the same result
64.
User-configurable dynamic DNS mapping for virtual services
Various example implementations are directed to circuits, apparatuses, and methods for providing virtual computing services. According to an example embodiment, an apparatus includes a computing server configured to provide a respective group of virtual servers for each of a plurality of accounts. Each of the accounts has a respective set of domain names and a respective settings file. The apparatus also includes a domain name server (DNS). The DNS is to dynamically map a respective set of domain names for each account to network addresses of the respective group of virtual servers, provided for the account. The DNS performs the mapping according to a mapping function indicated in the respective settings file of the account. The respective settings file of a first account accounts includes a mapping function that is different from a mapping function included in the respective settings file of a second account.
H04L 61/4511 - Network directoriesName-to-address mapping using standardised directoriesNetwork directoriesName-to-address mapping using standardised directory access protocols using domain name system [DNS]
H04L 41/0813 - Configuration setting characterised by the conditions triggering a change of settings
H04L 41/0893 - Assignment of logical groups to network elements
H04L 41/22 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
Certain aspects of the disclosure are directed to apparatuses and methods for analyzing digital voice data in a data-communication system. A specific aspect is directed to a data-communication apparatus that includes a data-communication server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services. The processing circuitry receives digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of a remotely-situated client entity from the provided data communication services, identifies keywords and speech characteristic parameters from the digital voice data, provides associations with at least one of the keywords and speech characteristic parameters with outcomes of the transcribed audio conversations, and provides the associations to a client data-communications server as feedback for the outcomes of the transcribed audio conversations with the customers.
G06F 16/683 - Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually using metadata automatically derived from the content
G10L 15/18 - Speech classification or search using natural language modelling
Certain aspects of the disclosure are directed to programming of a data-communications system. According to a specific example, a data-communications (e.g., VoIP) server is configured to identify for calls involving endpoint devices, a set of scripts written in a programming language that includes routing and/or call flow commands. The server is to execute the set of scripts to retrieve data from the data sources and control, in response to the data, call flow for the calls.
Various example implementations are directed to circuits, apparatuses, and methods for providing virtual computing services. One example involves a set of computing servers communicatively coupled to the data storage device. The set of computer servers provide a respective virtual data center for each of a plurality of accounts, and the respective virtual data center for each account provides data-communications services specified in a respective settings file for the account. The virtual data center for at least one of the accounts includes a set of virtual desktops and a set of Cloud-based servers.
H04L 67/02 - Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
H04L 41/22 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
H04L 65/403 - Arrangements for multi-party communication, e.g. for conferences
68.
Restricted replication for protection of replicated databases
Example systems and methods are disclosed for protection of data servers configured for data replication of a database. An example system includes a processing circuit configured to receive records indicating respective modifications performed on a first version of the database stored in a first data server of the plurality of data servers. The processing circuit determines a risk level of a modification indicated by a record based on a set of factors indicated in a security profile, the set of factors being indicative of anomalous data access activity. The processing circuit performs the modification in a second data server, in response to the risk level being less than a threshold level indicated in the security profile. The processing circuit prevents the modification indicated by the record from being performed in the second data server in response to the risk level being greater than or equal to the threshold level.
G06F 21/56 - Computer malware detection or handling, e.g. anti-virus arrangements
G06F 11/14 - Error detection or correction of the data by redundancy in operation, e.g. by using different operation sequences leading to the same result
Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.
G10L 25/63 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination for estimating an emotional state
H04M 1/656 - Recording arrangements for recording conversations
H04M 1/658 - Means for redirecting recorded messages to other extensions or equipment
H04M 3/42 - Systems providing special services or facilities to subscribers
H04M 3/493 - Interactive information services, e.g. directory enquiries
Methods, systems, and storage media provide interoperability for advanced messaging features involving proprietary messaging platforms. Exemplary implementations may: register a user of a messaging platform with an external network; associate the user with an identifier of the external network; configure an adapter to receive notifications from the identifier of the external network via a subscription; and receive, via the adapter at the messaging platform, the notifications addressed to the identifier of the external network based on the subscription.
Certain aspects of the disclosure are directed to correlating communication data between a plurality of communication service providers, via a data communications server. According to a specific example, the data communications server receives a selection of a communications service provider to interface with the data communications server. In certain instances, an event associated with a first user of the data communications server is detected, the data communications server identifies a second user associated with the event and a type of interaction for the event. The data communications server provides instructions to the selected communications service provider to retrieve data correlated with the second user, and displays the correlated data received from the server of the communications service provider on a device accessible by the first user.
According to one example, the present disclosure involves a system including a data-communications server which uses client-specific sets of data that respectively indicate, for each of a plurality of remotely-situated disparate client entities, data services including data-communications call routing services and parked-call services to be provided on behalf of the client entity from among the client entities. The server is to access the client-specific sets of data (e.g., as may be stored in database of a memory circuit), and, in response, the server receives incoming calls involving user endpoint devices associated with respective ones of the client entities. These actions may be followed by the server providing the data services for the incoming calls in a manner consistent with the client-specific sets of data, and conveying for one of the incoming calls, one of multiple call-related context indications to one of the user endpoint devices. This context indication may inform the user on how the incoming call is to be processed for a change to or from a parked call status.
Certain exemplary aspects directed to customization of communications services wherein a data communications server provides virtual office features to remote client entities. This server is configured to: use a set of instructions written in a first programming language to provide, over a data-communication network, a set of virtual office features as part of data-communications services available to remotely-situated client entities; generate at or receive from a client server communicatively coupled to the data communications server and associated with a particular one of the client entities, another set of instructions written in a second programming language by populating the other set of instructions with client-specific directives, wherein the second programming language is a subset of the first programming language and associated with the virtual office features; and use the client-specific directives to adjust selected ones of the virtual office features for endpoint devices associated with the particular one of the client entities.
Various example implementations are directed to systems, circuits, apparatuses, and methods for providing virtual computing services. According to an example embodiment, a system includes a set of computing servers configured to provide a respective set of virtual servers for each of a plurality of accounts. The system also includes a processing circuit communicatively coupled to the set of computing servers. For each of the plurality of accounts, the processing circuit provides a mechanism for an authorized user of the account to select options for reporting usage of the respective set of virtual servers. The processing circuit also monitors use of the respective set of virtual servers for the account and generates invoices for use of the respective set of virtual servers according to the selected options.
H04M 7/00 - Arrangements for interconnection between switching centres
H04L 41/22 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
75.
Systems, methods, devices and arrangements for unified messaging
In one example, a communications system and platform communications platform: provides data communications services, over at least one of the plurality of communication networks, involving a plurality of different or disparate communications systems respectively associated with a plurality of respectively different formats to a plurality of communication user-operable devices each of which has a user interface for communicating information; conveys the data communications services via a browser and to establish an electronic meeting between multiple individuals, the electronic meeting providing access to a plurality of different types of content, or of different format types; and generates, in response to the electronic meeting being established, a status message that is associated with the electronic meeting, that provides an update message to at least a subset of the plurality of communications systems, and that provides information regarding possible availability of an individual for participating in the electronic meeting.
H04M 7/00 - Arrangements for interconnection between switching centres
H04M 3/53 - Centralised arrangements for recording incoming messages
H04M 3/56 - Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
H04L 51/52 - User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
Incoming calls are received from audio capable devices. A call processing server receives an incoming call from an audio-capable device to a destination number, and detects availability for an ancillary source device linked to the audio-capable device. A set of data is provided to the ancillary source device. The set of data specifies graphical menu options for functions supported by the call processing server. The ancillary source device provides an indication of a selection of one of the graphical menu options. In response to the indication, a call transfer for the incoming call is implemented.
H04L 65/1069 - Session establishment or de-establishment
H04M 1/72469 - User interfaces specially adapted for cordless or mobile telephones for operating the device by selecting functions from two or more displayed items, e.g. menus or icons
H01Q 25/00 - Antennas or antenna systems providing at least two radiating patterns
H01Q 21/24 - Combinations of antenna units polarised in different directions for transmitting or receiving circularly and elliptically polarised waves or waves linearly polarised in any direction
Certain aspects of the disclosure are directed to fault isolation in data communications centers. According to a specific example, a data communications server is provided including circuitry configured and arranged to isolate quality or termination issues in a data communications center. The data communications server may retrieve server data relating to data communications routed by the data communications server, and receive from a plurality of endpoint devices communicatively coupled to the data communications server, endpoint data relating to the routed communications. The data communications server may identify data communications quality or data communications termination issues based on the server data and the endpoint data, and identify at least one zone among a plurality of zones of the data communications center associated with the data communications quality or data communications termination issues using a tiered fault isolation process and based on the server data and endpoint data.
Certain aspects of the disclosure are directed to routing decisions implemented in response to data communications. According to a specific example, one or more computer processor circuits are to interface with remotely-situated client entities using a first programming language, and to provide a database of data communications services based on a subscription. In response to receipt of a data communication, client-specific sets of control data can be identified. The client-specific sets of control data are derived from programming instructions received over a message exchange protocol and corresponding to a second programming language that is compatible with the first programming language. Based on the client-specific sets of control data and using a numbering plan area (NPA) code of the received data communication, a nearby extension of the client entity can be identified, and the received data communication can be routed to the nearby extension.
Various example implementations are directed to apparatuses and methods for providing data communications, and for monitoring and/or analyzing operations of computing data-communication servers. According to an example embodiment, an apparatus includes processing circuitry to generate graphical-user data and further includes cloud-based data-communication servers. The cloud-based data-communication servers are to provide over one or more broadband networks including the Internet, data-communication services to recipients having respective accounts associated with use of the data-communication services and, for one or more of the accounts, to allow the recipients to permit the recipients to designate, for provisioning and/or deploying, certain of the one or more resources which are available from the system. In connection with the one or more resources, the graphical-user data includes information to display a timeline having a graphical indication corresponding to an operating state for a corresponding time period and further to display graphical markers which are aligned visually to indicate comparisons between two of more of the following: network-side events affecting multiple servers, server-side events affecting only a single server, and user-side events affecting a single user.
G06F 3/048 - Interaction techniques based on graphical user interfaces [GUI]
H04L 43/045 - Processing captured monitoring data, e.g. for logfile generation for graphical visualisation of monitoring data
H04L 43/0817 - Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability by checking functioning
H04L 41/22 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
80.
Contact center management for contact list generation in data communications systems
Certain aspects of the disclosure are directed to contact center management, using a data communications server. According to a specific example, the data communications server includes one or more computer processor circuits coupled to memory circuits and configured to interface with a plurality of remotely-situated client entities. The data communications server may be configured and arranged to monitor a plurality of communications placed to target recipients in a first communications-based campaign of a first client entity among the plurality of remotely-situated client entities, and to determine a disposition of each of the plurality of communications based at least on data received and relating to the plurality of communications. Based at least in part on the disposition of the plurality of communications from the first communications-based campaign, data communications server may generate a contact list of target recipients for a second communications-based campaign associated with a second remotely-situated client entity.
Non-limiting examples of the present disclosure describe proactive detection and notification of a potential loss of connectivity during an electronic collaborative communication. Subsequently, a state of the electronic collaborative communication is managed to improve, among other technical advantages, processing efficiency of associated computing devices and users involved in the electronic collaborative communication. A quality of a network feed for a participant in an electronic collaborative communication is identified and analyzed to generate a warning of potential loss of connectivity. A state of an electronic collaborative communication is managed relative to a continued quality evaluation of said network feed. For example, a network feed may be placed on hold and/or a communication suspended due to potential connectivity issues. A representation of a video feed may be updated and/or a communication resumed when a quality of that video feed is determined to satisfy a pre-selected quality threshold.
H04L 43/0811 - Monitoring or testing based on specific metrics, e.g. QoS, energy consumption or environmental parameters by checking availability by checking connectivity
H04L 65/1096 - Supplementary features, e.g. call forwarding or call holding
H04L 65/403 - Arrangements for multi-party communication, e.g. for conferences
82.
Communication bridging in a remote office environment
Certain aspects of the disclosure are directed to communication bridging among disparate platforms in a remote communications environment involving first and second chat rooms. According to a specific example, a communications system is configured to provide remote communications services including a communication bridging service and another type of data communications services, in the remote communications environment. In certain embodiments the system may provide or generate connectivity data, such as a uniform resource locator (URL), to facilitate formation of the communication bridge, and may identify chat room protocols associated with the first and second chat rooms. The system is further configured to translate chat messages using the specifications for the first and second chat room protocols, and transmit chat messages between the first chat room and the second chat room.
In various examples, data communications are routed as calls by a set for servers, and the calls are processed in various ways including generating a set of data metrics including communications summary metrics which may related to communications event messages. At least one processing circuit is communicatively coupled to the server set which route incoming calls (e.g., for a plurality of agents in a communications/call center). The processing circuit is configured to receive communications event messages from the server set for communications routed by the server set, generate, during a communication to a first agent of the plurality of agents, a set of data metrics including communications summary metrics based on the communications event messages; and redirect, during the communication to the first agent, the communication to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.
H04M 3/58 - Arrangements for transferring received calls from one subscriber to anotherArrangements affording interim conversations between either the calling or the called party and a third party
H04M 3/523 - Centralised call answering arrangements requiring operator intervention with call distribution or queuing
H04M 7/00 - Arrangements for interconnection between switching centres
84.
Analysis of customer interaction metrics from digital voice data in a data-communication server system
Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital voice data in a data-communication system. An example method includes accessing digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of a remotely-situated client entity, the digital voice data including keywords and speech characteristic parameters associated with outcomes of the transcribed audio conversations. The method further includes analyzing the digital voice data to identify customer-interaction metrics including values of specific keywords and speech characteristic parameters of the digital voice data associated with particular outcomes and provide identification of particular agents for particular remotely-situated client entities that have customer-interaction metrics outside a threshold value to client data-communications server associated the particular agents, and adjusting the customer-interaction metrics using digital voice data of additional audio conversations.
Methods, systems, and apparatuses are provided for VoIP communication with VoIP-enabled devices via a network address translator (NAT). A set of proxy servers is configured to relay communications through mapped data-communication paths of the NAT during operations including VoIP sessions through or with the plurality of VoIP-enabled devices and during other operations not involving VoIP sessions through or with the plurality of VoIP-enabled devices. The mapped paths are susceptible to being unmapped by the NAT if the mapped path is unused for a threshold duration of time. The proxy servers maintain the mapped paths through the NAT by prompting the VoIP-enabled devices to communicate data to the set of proxy servers. More specifically, a VoIP-enabled device is prompted to communicate data to the set of proxy servers, in response to the VoIP-enabled device not communicating with the set of proxy servers for a duration of time exceeding the threshold duration of time.
Apparatus and methods are disclosed for geographic region-based network address translation (NAT) between a public network and a private network having a plurality of defined geographic regions. In some embodiments, region-based NAT may assist to reduce latency, enhance quality, enhance security, and/or improve efficiency of network communications. In response to a data packet from a first port of a private IP address, of an endpoint in the private network, a region of the private network that includes an endpoint identified by the private IP address is determined. A public IP address is selected that is mapped to the determined region in the database. An available port of the selected public IP address is assigned for NAT. NAT is performed for data communicated between the public and private networks using a mapping of the first port of the first IP address to the second port of the second IP address.
Systems and methods are disclosed for client-based control of revising caller identifications (IDs) for communications between a private network and a public network. An apparatus including a communications provider server and processing circuit that communicates client-specific sets of data over an interface protocol. The telecommunications-providing server revises a caller ID for a data communication (aka call) based on the client-specific sets of data, an identifier that corresponds to a requesting endpoint, and a geographic region determined from the call request. Further, the telecommunications-providing server connects the VoIP call by accessing and passing a provisioned number. The provisioned number includes the revised caller ID which is a local number identified by the determined geographic region that the endpoint is located.
H04L 61/4535 - Network directoriesName-to-address mapping using an address exchange platform which sets up a session between two nodes, e.g. rendezvous servers, session initiation protocols [SIP] registrars or H.323 gatekeepers
Certain aspects of the disclosure are directed to customization of alerts using telecommunications services. A data-communications server is configured to a set of virtual office features including client-specific call routing functions available to remotely-situated client entities based on a subscription. The server is configured to provide to the client entities, a set of instructions written in a first programming language, and to receive from each respective client entity, client-specific sets of control data written in a second programming language. The client-specific sets of control data may specify particular alerts, informational data and/or reminders to be provided to end-users of the respective client entity.
Apparatus and methods concerning routing of data in a network disclosed. In an example embodiment, an apparatus includes a network interface circuit connected to a network via a plurality of network paths. A circuit arrangement is connected to the network interface circuit and is configured to provide the one or more services for endpoints in the network by 1) communicating data with the endpoints via the network interface, 2) estimating respective qualities of service provided to the endpoints by each of the plurality of network paths, 3) selecting a subset of the plurality of network paths for routing data from the endpoints to the apparatus, and 4) prompting one or more nodes in the network to route data to the apparatus using the selected subset of the plurality of network paths. Paths may be selected for example, to address one or more quality metrics, security/compliance, and/or balance server load.
A method and system for updating physical location data associated with a user data-communications endpoint device is implemented in a variety of embodiments. In one such embodiment, the endpoint device stores an identifier for a packet-communicating device which is subject to changing. The endpoint device has an interface for communication over the Internet via the packet-communicating device and uses a circuit-implemented method for prompting an update of physical location data associated with the endpoint device. In response to a communications connectivity-state transition and a change in the stored identifier, the endpoint device facilitates an update to the physical location data associated with the data-communications service.
H04L 67/52 - Network services specially adapted for the location of the user terminal
H04L 61/103 - Mapping addresses of different types across network layers, e.g. resolution of network layer into physical layer addresses or address resolution protocol [ARP]
H04M 3/493 - Interactive information services, e.g. directory enquiries
H04L 101/69 - Types of network addresses using geographic information, e.g. room number
91.
Contact center customization in data communications systems
Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a user interface for each respective remotely-situated client entity, the user interface including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the user interface which may include selectable components to create for the associated remotely-situated client entity, a customized way for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.
Various example implementations are directed to methods and apparatuses for facilitating conferenced communications. In one of various examples involving audio signals received from a plurality of participants of a digital audio conference, a logic circuit is to process the audio signals via respective audio input circuits respectively associated with each of the endpoint devices, and, in response to a subset of the different audio signals deemed or qualified as having a loudest audio input, encodes audio from only the subset for broadcasting to participants of the digital audio conference.
Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device during a first time period can be retrieved from a plurality of interconnected data communications systems. The client station can be configured and arranged to interface with a data communications server providing data communications services on a subscription basis. Context information for each respective user-data communication between the client station and the participating station during the first time period can be aggregated, such that subsequent user-data communications received from the participating station and intended for the client entity, can be routed based on the aggregated context information.
Managing communications-related data based on interactions between and aggregated data involving data-center communications server and client-specific circuitry
Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, process user-data communications between a client station and another station participating in data communications via the data communications services can be processed, where the client station is associated with one of a plurality of client entities configured and arranged to interface with a data communications server providing data communications services. Context information can be aggregated for each respective user-data communication between the client station and the participating station, where the context information corresponds to at least one communications-specific characteristic associated with the user-data communications. In response to receipt of a subsequent user-data communication from the participating station and intended for the client station, present to the participating station a dynamic series of inquiries to address the subsequent user-data communication, based on the aggregated context information.
H04L 67/63 - Routing a service request depending on the request content or context
G10L 25/54 - Speech or voice analysis techniques not restricted to a single one of groups specially adapted for particular use for comparison or discrimination for retrieval
H04L 41/22 - Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks comprising specially adapted graphical user interfaces [GUI]
G10L 15/22 - Procedures used during a speech recognition process, e.g. man-machine dialog
95.
Customization of emergency notifications for communications services
Certain aspects of the disclosure are directed to control of data communications services. According to a specific example, an apparatus is provided including one or more computer processor circuits configured and arranged to interface with remotely-situated client entities using a first programming language used by a data communications server, and to provide a database of communications services to the client entities. The apparatus further includes communications control circuitry configured and arranged to control communications routing for each respective client entity, by identifying, client-specific sets of control data derived from programming instructions received over a network and corresponding to a second programming language that is compatible with the first programming language, and providing the communications services to end-users of the client entity based on the client-specific sets of control data including particular routing functions for emergency notifications.
Certain aspects of the disclosure are directed to routing communications for a plurality of switchboard interfaces, each switchboard interface corresponding to a data communications-enabled device of a respective receptionist. According to a specific example, a computing server is configured and arranged to provide data communications for a plurality of endpoint devices. A processing circuit can be communicatively coupled to the computing server and configured and arranged to receive communication event data from the computing server. For each of the plurality of disparate client entities, and in response to a subscription request from a switchboard interface for the client entity, the processing circuit can initiate a new subscription for the switchboard interface. While the subscription is active, the processing circuit can provide pseudo-event message data indicating a data metric specified in a set of control data for the client entity derived from programming instructions received over a communications network.
G06F 15/16 - Combinations of two or more digital computers each having at least an arithmetic unit, a program unit and a register, e.g. for a simultaneous processing of several programs
H04L 67/10 - Protocols in which an application is distributed across nodes in the network
Certain aspects of the disclosure are directed to template-based configuration and management of telecommunications services. According to a specific example, a server is provided comprising one or more computer processor circuits configured to interface with a remotely-situated client entity using a first programming language. The server includes a provisioning circuit and a call control circuit. The provisioning circuit is configured to identify a provisioning template for at least one extension for a client entity, and configure the extension for one or more call processing functions. The call control circuit is configured identify at least one call control template written in a second programming language. The call control circuit is further configured to control call routing for communications (e.g., VoIP telephone calls) by executing the call control template, and to implement one or more call processing functions specified by the call control template as being conditional upon retrieved data.
Various example implementations are directed to circuits, apparatuses, and methods for providing virtual computing services. According to an example embodiment, an apparatus includes a set of computing servers configured to provide a respective set of virtual servers for each of a plurality of accounts. The apparatus also includes a processing circuit communicatively-coupled to the set of computing servers. The processing circuit is configured to determine an operating state of the respective set of virtual servers provided for each account. For each account, the processing circuit is also configured to provide an alert message to one or more users specified in a respective alert policy of the account in response to the operating state of the virtual servers satisfying a set of alert criteria indicated in the alert policy.
Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to process user-data-communications between a client station and another station participating in data-communications via the data-communications services where the client station is associated with one client entity. The server is also configured to identify a context for each respective user-data-communication between the client station and the participating station, where the context data corresponds to at least one communications-specific characteristic associated with the user-data-communications, and to retrieve structured and unstructured data relating to previous data-communications provided by the data-communications server. The server is also configured to provide the integrated contact center to particular end users based on the identified context, and including data generated from the retrieved structured and unstructured data.
Exemplary aspects are directed to customized communications using a high-level programming interface. In a specific example, a data communications system serves endpoint devices respectively associated with different client entities. The system has a single unified server, including at least one data analytics server and at least one data communications server, to integrate communication routing control and data analytics for providing a combined contact-center and unified-communication set of data communication services, and to: interface with different client entities using a first programming language that relates to communications protocol between a data communications server and data sources; and receive, from each of the client entities and via the communications protocol, programming instructions that correspond to a related second programming language and used by the client entities to adjust parameters of the analytics server or at least one data communications server for specifying how the data is to be routed and/or processed.
G06F 8/35 - Creation or generation of source code model driven
G06F 16/27 - Replication, distribution or synchronisation of data between databases or within a distributed database systemDistributed database system architectures therefor
