Cisco Technology, Inc.

Cisco Systems Inc.

Fadi Ramzi Jabbour

David C Lee

Johnny Hsienchow Lee

Labhesh Patel

Eric H Lee

Matthew Kuhlke

Eric N Lee

Glenn Inn

David Cheng-Wei Lee

Shmuel Shaffer

Joseph Khouri

Michael Anthony Ramalho

Christopher Edwin Pearce

Randall Bernard Baird

Bradley Richard DeGrazia

Aristotle H Cruz

Eric Hengchih Lee

Bradley R Degrazia

A method for managing message communications includes detecting a message comprising a plurality of intended recipients and automatically initiating a forum for response communications associated with the message. The method also includes detecting response communications associated with the message and posting the response communications to the forum.

Method and system for managing message communications

A method for conference room scheduling includes detecting a user in a first location, obtaining reservation information associated with the first location, determining based on the reservation information whether the first location is reserved and notifying the user whether the first location is reserved.

Method and system for conference room scheduling

In one embodiment, a method includes detecting termination of a first connection between a first caller and a first agent during a communication session between the first caller and the first agent. The method also includes storing information indicating a state of the communication session at the termination of the first connection, and communicating the information to the first agent or to a second agent in response to establishment of a second connection between the first caller and the first agent or the second agent to facilitate a continuation of the communication session.

Connection recovery in a call center

A method for providing a contact attempt service includes detecting an attempt of a first user to contact a second user through a first communication method and detecting contact between the first user and the second user through a second communication method. The method also includes removing a contact attempt indicator associated with the attempt of the first user to contact the second user through the first communication method.

Method and system for providing a contact attempt service

In one embodiment, a method comprises establishing, by an IP-based meeting server via an IP network, a web-based media conference between an identified meeting presenter having a web-enabled presenter client device and identified meeting participants each having at least one corresponding participating client device; receiving, by the IP-based meeting server, monitoring data for each of the identified meeting participants, the monitoring data including, for each identified meeting participant, a detected interaction by the corresponding identified meeting participant with the corresponding participant client device; generating, by the IP-based meeting server, an aggregate attention metric identifying an aggregate focus of attention by the identified meeting participants, based on the received monitoring data; and outputting, by the IP-based meeting server, the aggregate attention metric for display by the web-enabled presenter client device of the identified meeting presenter.

Reporting participant attention level to presenter during a web-based rich-media conference

In one embodiment, a method includes identifying a call from a first endpoint to a second endpoint as originating while the second endpoint is connected to a voice mailbox associated with the first endpoint. The method also includes triggering one or more call-handling events in response to the identification of the call as originating while the second communication device is connected to the voice mailbox associated with the first communication device.

Triggering call-handling events

A method of linking recognized emotions to non-visual representations includes receiving at a first location information corresponding to demonstrative behaviors of individuals. The behaviors of the individuals may be analyzed during a dynamic session, in which the information is used to determine emotional states of one or more of the individuals. The information about the emotional state may then be used at the first location to determine an action for improving the dynamic session.

Linking recognized emotions to non-visual representations

A method for providing communication service includes determining that a call was not answered by an intended recipient of the call and determining a due date associated with the call. The method also includes communicating the due date to the intended recipient.

System and method for associating due dates with messages

A method for the automatic configuration of conference resources includes receiving a user request identifying at least one conference resource to be used in a conference. The at least one conference resource is reserved for the conference. Operation of the conference resource is automatically initiated without user interaction.

Method and system for the automatic configuration of conference resources

A system and method for servicing a caller at a contact center includes providing self-service menu options to the caller through an automated system, and determining a total time spent by the caller in the automated system. If the caller's attempts at self-service are unsuccessful, the caller is transferred out of the automated system and into a position of a wait queue, the position of the caller in the wait queue being determined based on a credit for the total time spent by the caller in the automated system. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

System and method for providing queue time credit for self-servicing callers

In accordance with one embodiment of the present invention, a method is provided for communicating a presence notification to an end-point of a demand-based messaging system. The method includes monitoring an auxiliary output port for a video signal; detecting a video signal on the auxiliary output port; and reporting a video projection status to the end-point. In additional or alternative embodiments of the method, the method may include receiving a message from the end-point and blocking the message from being displayed on the auxiliary output port. In yet another additional or alternative embodiment of the method, the method may include sending a message to the end-point indicating that the message has been blocked.

System and method for presence notification for video projection status

A system and method for servicing a caller at a contact center includes prompting the caller for a password associated with a certificate of disability of the caller, then accessing a database that contains the certificate authenticating the password to retrieve information listed in the certificate. The certificate information includes a type of disability of the caller. Following authentication, the system provides a service response appropriate for the type of disability of the caller. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims.

System and method for improved contact center services to disabled callers

In one embodiment, a method for sending a video message and a text message in a communication session is provided. The method includes determining when a contextual trigger is detected in the communication session between a first user and a second user. For example, the contextual trigger may be when a first user focuses on a window being used for the communication session. The first user may then input a text message. A video message of the first user in the communication session is also determined. The video message is determined based on when the contextual trigger is determined. For example, the video message may include video from a time before when the contextual trigger is determined, such as 10 or 20 seconds before, until a time when the first user is finished inputting the text message. The text message and video message are then sent to a second user.

Rich-media instant messaging with selective rich media messaging broadcast

A method for providing communication with an automated voice system includes establishing a first communication session between a caller and the automated voice system. The first communication session includes a call thread. The method also includes receiving a signal indicative of a call event. In response to receiving the signal indicative of the call event, a state of the call thread is saved. The method also includes establishing a second communication session between the caller and the automated voice system at a state of the call thread associated with the saved state of the call thread.

Method and system of automatically pausing an automated voice session

A method in one embodiment includes embedding a unique event tag into media files recorded at an event by a first media recording device, which is operable to wirelessly discover a second media recording device at the event. The first media recording device wirelessly communicates the unique event tag to the second media recording device for embedding into media files recorded at the event by the second media recording device. It is emphasized that this abstract is provided to comply with the rules requiring an abstract that will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure.

Growing community of inventors

Sunnyvale, CA, United States of America

Fadi Ramzi Jabbour