Microsoft Technology Licensing, LLC

Facebook, Inc.

Microsoft Technology Beaming, LLC

Amit Kumar Dutta

Krishnan Ananthanarayanan

Anand Srinivasan

Mieszko G Matkowski

Christopher M Eagan

Mahendra D Sekaran

Dhigha D Sekaran

Marius Ungureanu

Li Hua

Kerry Woolsey

Vivek Garg

Ganapathy V Raman

Joel Alexander Sharin

Vishak Gopal

A business interfaces with a messaging server to establish routing rules that associate particular types of requests from users of clients with specific roles of agents in an agent pool. A user of a client engages in a canonical messaging thread with the business server via the messaging server. The messaging server receives a call request from the client. The messaging server uses the routing rules to identify the agent role to serve the user's request. The messaging server may exchange routing messages with the user in the canonical thread. The messaging server selects an agent from the agent pool to service the user's call-based communication request based on the profiles of the agents and the identified agent role. The messaging server establishes a call between the user and the selected agent. The agent and user may exchange messages on the canonical thread between the user and the business.

Custom calling using a messaging system

A multi-media online conversation in which automatic actions associated with executable components, such as recording and broadcasting, are performed by adding a visualized representation of the action into the online conversation. The action appears as a visualization in a portion of the user interface that includes both individuals that may be joined into a conference as well as one or more executable components. The action associated within an executable component may thus be efficiently performed in a consistent manner with how individuals are added into an online conversation, thereby taking advantage of muscle memory of the participant.

Joining executable component to online conference

An online conferencing system that provides fine-grained control over recording of the online conference. A participant manager component detects current participants in an online conference. A video gathering component gathers video streams for each of at least some of the current participants in the online conference. A triggering component allows one or more of the participants to trigger operation of a recording component. The recording component identifies one or more of the gather video streams to record, and records the identified one or more video streams. The recording component may have fine-grained control over the recording process. If a participant joins the conference, that video from the new participant may be automatically recorded also. If a participant leaves a conference, the recording of that video may be stopped.

Dynamic recording of online conference

Online conferencing involving video and audio in which automatic actions such as recording and broadcasting is performed by adding a visualized representation of the action into the online conference area of a user interface. The action appears as a visualization in the contacts portion of the user interface, some of which contacts may represent individuals that may be joined into a conference. Recording or broadcasting the action may thus be efficiently performed in a consistent manner as how individuals are added into an online conference, thereby taking advantage of muscle memory of the participant.

Various embodiments provide real-time translation of a voicemail into a readable format as the voicemail is being recorded. In some cases, a system server records the voicemail by first answering a call from an originating device that goes unanswered by a destination device. Upon answering the call, the system server translates the recording, while it is being recorded, into a readable format. Alternately or additionally, the system server forwards portions of the readable format to the destination device. In turn, as the destination device receives portion(s) of the real-time translation, it can display the associated content, and/or update what is displayed as new portions are received. At times, the destination device provides additional call control that interrupts the voicemail while it is being recorded at the system server, and redirects the call to the destination device if the originating device is still connected.

Text translation of an audio recording during recording capture

The customization of a communication pipelines having multiple stages. For each stage, a set of agent(s) is/are identified as available for adding to that stage. Furthermore, any stages that already have an agent assigned are identified. In response to receiving a user selection of an agent to be assigned to a particular stage, that does not already have an agent assigned, the selected agent is assigned to the stage. An enforcement agent enforces that there be only one agent assigned at most to each stage. Assignments of agents are made per stage. This allows the functionality of the agent to be simplified more towards augmenting the functionality of the stage. Accordingly, the logic of the agent is simplified, thereby making it more likely that there will be a healthy quality of agents available to select from for each stage.

Per-stage assignment of pipelines agents

Conserving call logic during handoff may be provided. First, a call may be received at a first server. Next, the first server may determine that it cannot handle the call. Then the call may be transferred by the first server to a second server with enough information so that the second server can take up the call where the first server left off. Transferring the call to the second server with enough information so that the second server can take the call up where the first server left off may comprise placing the information in a REFERRED-BY header and sending the REFERRED-BY header to the second server.

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Sammamish, WA, United States of America

Amit Kumar Dutta