8x8, Inc.

8.times.8, Inc.

Ykk Corporation

Netergy Networks, Inc.

Other

Integrated Information Technology, Inc.

Netergy Microelectronics, Inc.

Mobilemax, Inc.

Bryan R Martin

Zhishen Liu

Timothy Britt

Christopher Peters

Keith Barraclough

Qing Zhao

Manu Mukerji

Garth Judge

Ali Arsanjani

Venkat Nagaswamy

Marshall Lincoln

Marc Petit-Huguenin

Andrei Soroker

Peter Hizalev

Jan Fandrianto

Kevin Deierling

Sehat Sutardja

Chi S Wang

Tracy R Hall

Paul A Voois

Nick Holland

Truman Joe

Vince Sweeney

Matt Taylor

Lisa Clark

Philip Stanley Bednarz

Barry Dean Andrews

Joseph L Parkinson

Michael Edward Noonen

Hedley K Rainnie

Yuenwah Sing

Hedley K J Rainnie

R Chris Eddington

Mehdi Salour

Raghu Rengarajan

Katherine Wang Kwan

Oran Davis

Stephane Bryant

May Shu-Pei Chiang

Ruili Hu

Richard Medugno

Isabelle Dalmasso

Jim Kleck

Ian John Buckley

Hardish Singh

Ramprakash Narayanaswamy

Robert J Crawford

Hedley Rainnie

Paul C Ning

Tony Chan

Jared Smith-Mickelson

Paul Ning

Huw Rees

Douglas A Chrissan

Raanan Cohen

Gaddi Menahem

Phil Bednarz

Duat H Tran

Doug G Neubauer

Arijanto Soemedi

Matthew D Cressa

Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital data in a data-communications system. An example method includes: accessing digital data from a computer-accessible database that is indicative of communication interactions between personnel of and at least one customer of a client entity and that includes parameters corresponding to at least one of words, phrases and speech parameters; identifying, based on the digital data and for the personnel of the client entity, at least one customer-interaction metric that has one or more associations with one or more outcomes of one or more of the communication interactions and that is outside a threshold value or rating established for or on behalf of the at least one agent of the client entity; and adjusting, via data-processing computer circuitry based on the digital data, at least one of the customer-interaction metrics and the one or more associations and providing feedback to the data-processing computer circuitry in response to said adjusting, for assessing an outcome of further instances of the one or more of the communication interactions involving the personnel of the client entity.

Analysis of customer interaction metrics from digital voice data in a data-communication server system

Apparatuses and methods concerning routing of calls in a client-specific server are disclosed. As an example, one apparatus includes a first processing circuit communicatively coupled to such a server. The server is configured to generate call event messages for the calls routed by the server. The first processing circuit is configured to generate call summary metrics from the call event messages. The call summary metrics and/or related data indicate respective sets of call data for participants of the calls routed by the server. A second processing circuit is configured to identify organizations associated with the participants of the calls. The second processing circuit aggregates the call related data to assess needs of the organization.

Analysis of data metrics in server-based network

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.

Intelligent interactions between client-specific servers and data-center communications servers

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.

Analysis of call metrics for call direction

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.

Systems, methods, devices and arrangements for emergency call services and emergency broadcasts

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.

Intelligent network operations for data communications between client-specific servers and data-center communications servers

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.

Configuring a virtual assistant based on conversation data in a data-communications server system

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.

Apparatuses and methods involving a set of servers monitoring data communication endpoints to assess possible communication problems

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.

Routing data communications between client-specific servers and data-center communications servers

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.

Interactive routing of data communications

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.

Web-server to host switchboard interfaces

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.

System and method for monitoring computing servers for possible unauthorized access

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.

Modeling and analysis of calls in IPBX

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.

Contact center customization in data communications systems

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.

Analysis of system conditions from endpoint status information

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San Jose, CA, United States of America

Bryan R Martin