Zoom Communications, Inc.

Zoom Video Communications, Inc.

Alejandro Martin Paiuk

A server of a contact center generates an engagement recording and engagement metadata associated with a contact center engagement. The engagement metadata identifies one or more user devices and one or more business servers. The server stores the engagement recording and the engagement metadata in a block of a private blockchain. The block includes a cryptographic hash of a previous block in the private blockchain, the engagement recording, and the engagement metadata. The server provides access to the block to the one or more user devices and the one or more business servers.

Blockchain for contact center engagement data

Example methods and systems are provided for virtual conferencing based on geofences. A virtual conference device hosts an event session for an event at a location. The virtual conference device is installed with a virtual conference application. The virtual conference device joins an event session for an event and accesses geofence data associated with a geofence for an area at the location of the event. The geofence data includes at least one rule associated with the event session within the geofence. The virtual conference device determines that the virtual conference device is within the geofence. The virtual conference device applies the at least one rule in response to determining that the virtual conference device is within the geofence.

Virtual conferencing based on geofences

Systems and methods for enabling a media input device configured with multi-step enablement are disclosed. A client device joins a video conferencing session and disables a media input device at the client device. A setting of multi-step enablement for the media input device is activated during the video conferencing session. The client device generates a prompt for a subsequent enabling action in response to an initial enabling action during the video conferencing session. The client device compares a received subsequent action to a reference answer corresponding to the prompt to generate an enabling decision. The client device enables the media input device in response to the enabling decision if the received subsequent action matches the reference answer corresponding to the prompt.

Multi-step enablement of media input devices during virtual conferences

Systems and methods for correcting audio feedback using contextual information are provided. A method, comprising steps performed by a first client device, includes joining a video conference hosted by a video conference provider, the video conference having a plurality of client devices. The first client device can determine first information about the first client device, the first information comprising first status information about first audio input and output devices and a position of the first client device and receive second information about a second client device of the plurality of client devices, the second information comprising second status information about a second audio input and output devices and a position of the second client device. The first client device may use the first and second information to identify a potential audio feedback loop and execute a command to prevent the potential audio feedback loop.

Correcting audio feedback using contextual information

A conferencing system disables one or more conference components for a participant that is in-transit during a conference. The conferencing system receives a request to generate a calendar entry for the conference in a timeslot and obtains conference preference information (CPI) for each participant for that timeslot. The conferencing system determines that at least one participant is in-transit during the timeslot and determines one or more conference settings based on the CPI of the participant that is in-transit and generates the calendar entry for the conference. Prior to, or during the conference, the conferencing system disables one or more conference components for the participant that is in-transit based on the one or more conference settings.

Dynamic conference settings for in-transit devices

A system may assign a set of one or more actions to a programmable button of a contact center device connected to an agent device of a contact center agent. The set of one or more actions may correspond to a workflow associated with a contact center engagement between a contact center user and the contact center agent. The set of one or more actions may be assigned based on at least one of activating the contact center device or connecting the contact center device to a network. The system may initiate, based on a selection of the programmable button, the workflow by transmitting, from the contact center device to the agent device, information configured to cause the agent device to perform the set of one or more actions.

Programmable contact center device

A conference system enables a communication session between two or more participants. During the communication session, a participant device displays a visual code that is scanned by the device in which the identity is unknown. Based on the scan of the visual code, the conference system transfers the communication session such that it is continued between the device in which the identity is unknown and the one or more devices of the remaining participants of the conference.

Communication session transfer using visual code

Systems and methods for providing pronunciation services for video conferencing are described. A method includes receiving, by a video conference provider, an audio stream of a pronunciation of one or more words. The video conference provider may associate the audio stream of the pronunciation with a user of a first client device, in which the first client device is configured to join a video conference hosted by a video conference provider, the video conference having a plurality of participants using a plurality of client devices. The video conference provider then receives, from a second client device, a first indication to play back the pronunciation. Responsive to the first indication, the video conference may provide, to the second client device, the audio stream of the pronunciation. The video conference provider then outputs instructions to cause the second client device to play back the audio stream of the pronunciation.

Pronunciation services for video conferencing

A conference system enables a real-time communication session between two or more participants. During the real-time communication session, a participant device requests to transfer the real-time communication session to a device in which an identity of the device is unknown. The participant device displays a visual code that is scanned by the device in which the identity is unknown. Based on the scan of the visual code, the conference system transfers the real-time communication session such that it is continued between the device in which the identity is unknown and the one or more devices of the remaining participants of the conference.

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West Hartford, CT, United States of America

Alejandro Martin Paiuk