Avaya Inc.

Anand Paithankar

Srinivasan Narayanan

Amit Mishra

Ashutosh Adkar

Amey Kulkarni

Paul Roller Michaelis

Mangesh Kale

Sapan Gandhi

A conference system is provided with enhanced settings capabilities. A controller can poll for settings at each endpoint in a conference system and be able via the video stream to selectively display and compare settings among the endpoints. One location can push its settings to one or more locations to overcome failures or degradation in the conference. The settings between different controllers may be rationalized via a common denominator method or tabular method to build a knowledge of how to configure conferences and to automate responses to problems.

Video conference bridge setting sharing, pushing, and rationalization

Systems and methods presented herein include a universal contact server. The universal contact server communicates with a universal contacts database. The universal contact server can retrieve contact information from all the communication devices associated with a use and store the contact information into the single universal contact data base. With the contact information stored in a single location, the user can use any communication device to contact the contact server and retrieve the contact information. In this way, the centrally stored contact information, allows a user to easily locate any contact information the user desires.

Universal contact manager

Video conference bridge setting, sharing, pushing, and rationalization

An interactive communication, such as a video conference or an audio communication, is established and a user places the interactive communication on hold. Prior to and/or after the interactive communication was placed on hold, context information related to when the interactive communication was placed on hold is gathered. The interactive communication is taken off hold and the context information is presented to the user; thus providing the user with the context of the interactive communication when it was placed on hold.

System and method for interactive communication context generation

A conference system provides metadata about the display of a multimedia stream to allow communication endpoints to control the format of a video conference. A multipoint control unit (MCU) can provide metadata that describes the display layout and other information about the multimedia stream. After setting up the conference, the MCU can generate a layout description in eXstensible Markup Language (XML) that can be sent to and understood by the communication endpoints. The communication endpoints can read and interpret the XML metadata to determine how the display layout is configured. If desired by the user, the communication endpoint can change the display layout or other multimedia stream function based on the received metadata.

Defining active zones in a traditional multi-party video conference and associating metadata with each zone

Methods, devices and systems for selecting IVR script and initiating that IVR script are provided. More specifically, playback of an IVR script to a user of a client endpoint can be initiated by an agent at a content sharing endpoint selecting, dragging, and dropping a representation of that IVR script onto a representation of the voice communication session. After initiation of the IVR script, the agent can drop off of the call, leaving the IVR system to interact with the client endpoint without requiring further agent involvement.

Selection and initiation of IVR scripts by contact center agents

Methods, devices and systems for sharing content as part of a voice telephony session are provided. More specifically, content can be added to a voice communication session by selecting, dragging, and dropping a representation of that content onto a representation of the voice communication session. Where the selected content comprises an audio file, that content is played over the voice communication channel. Where the selected content comprises text, the text is converted to speech, and then played over the voice communication channel.

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Pune, India

Anand Paithankar