International Business Machines Corporation

James P Galvin

Kevin Solie

James Winston Lawwill, Jr

Brian G Cline

Amy D Travis

Brian L Pulito

Sandra Louise Kogan

Yoichi Yoshida

Duncan L Mewherter

Ronald E Pontrich, Jr

Embodiments of the present invention address deficiencies of the art in respect to audio stream management in an audio conferencing server and provide a method, system and computer program product for balancing audio server loadability and audio server scalability based upon monitored resource consumption. In an embodiment of the invention, a method for balancing audio server loadability and audio server scalability based upon monitored resource consumption can be provided. The method can include monitoring computing conditions in an audio conferencing server receiving encoded audio packets from coupled Internet Protocol (IP) audio clients and routing the encoded audio packets as audio streams to the IP audio clients, and responsive to detecting deteriorating computing conditions in the audio conferencing server, reducing a number of the audio streams forwarded to the IP audio clients by the audio conferencing server.

Balance management of scalability and server loadability for internet protocol (IP) audio conference based upon monitored resource consumption

Balanced management of scalability and server loadability for internet protocol (IP) audio conferencing based upon monitored resource consumption

Described are a system and method for managing online communications by a user who participates in an awareness service system. A first awareness state associated with the user is published to a first participant of the awareness service system, while a second different awareness state associated with the user is published to a second participant of the awareness service system. Each published awareness state is based on a collaborative relationship between the user and the participant to which that awareness state is published.

System and method of managing real-time communications using context-based awareness states

A system for allowing call center agents to initiate text chat, audio and/or video communication, as well as collaborative browsing with potential customers visiting web pages includes a customer monitoring applet that monitors the behavior of the customer via the web browser and sends information to a router process, the information including information identifying the customer, the web page location, status of a transaction, etc. The router process uses the information supplied to it from the customer monitoring applet, as well as information on one or more available agent processes to determine which call agent would be appropriate to initiate contact with the potential customer. The router process transmits the information identifying the customer to the selected agent process for presentation to the agent. The agent can monitor the status of the customer, as well as other customers, and send a request to initiate communication, if appropriate. The router process uses a customer status database and an agent status database to determine which agent is appropriate for a particular customer.

Method and apparatus for routing call agents to website customers based on customer activities

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Oak Ridge, NC, United States of America

James P Galvin