Cisco Technology, Inc.

Avaya Inc.

Nortel Networks Corporation

Rockstar Consortium US LP

Rockstar Bidco, LP

Rpx Clearinghouse LLC

John Joseph Costello

Tony McCormack

Patrick Hession

John H Yoakum

Owen Brendan Friel

Robert Headon

David Murray

Oliver William Fagan

Thomas J Moran

Andrew Henderson

Jochen Christof Schirdewahn

Colin I Quirke

Martin Walker

Frank McGuire

Christopher Edwin Pearce

Arik Elberse

Andrew H West

Peter Flannery

Enda Dooley

Suneth Mercian Wilathgamuwage Don

Sinead Kelly

Hugh Tynan

Ollie Fagan

Methods are provided in which a recording service obtains a multimedia stream along with metadata of an established collaboration session in which at least two participants collaborate via respective user devices. The recording service identifies each of the at least two participants of the established collaboration session based on the metadata and obtains an individual recording privacy control associated with each of the at least two participants based on identifying. The recording service further generates a recording of the established collaboration session restricted by the individual recording privacy control for each of the at least two participants.

Privacy control for meeting recordings

A first computing device that provides a first service is configured to securely provide personalized services to a user of a second computing device. The first computing device obtains an authentication token and confirms the proximity of the user associated with the second computing device. The first computing device confirms the proximity of the user by detecting a connection of a physical cable between the first computing device and the second computing device. The first computing device provides the authentication token to the second computing device via the physical cable. The first computing device also authenticates the user of the second computing device and determines a second service available to the user of the second computing device. The first computing device combines the first service with the second service to provide a personalized service to the user at the first computing device.

Personalized services based on confirmed proximity of user

In one embodiment, an endpoint in a network sends a Session Initiation Protocol (SIP) registration request to a device. The device generates a first key using information included in the SIP registration request. The device also writes the first key to a storage location accessible by a Traversal Using Relays around Network address translators (TURN) server. The endpoint generates a second key based on the information included in the SIP registration request. The endpoint sends an allocate request to the TURN server that includes the second key. The TURN server authenticates the endpoint based in part by comparing the second key to the first key. The endpoint receives an allocate response from the TURN server, after the TURN server authenticates the endpoint.

Turn authentication using SIP channel discovery

In one embodiment, a request to join an electronic chat room is received from a requester. A selection of an access control level for the requester is received via a user interface in order to grant the requester access to the electronic chat room according to a condition for granting access. The user interface is used to assign a selected access control level to the requester, thereupon granting access to the requester. The requester's access to content available in the electronic chat room being limited based on the selected access control level. Related methods, apparatus, and systems are also described.

Chat room access control

Seamless guest access to spaces and meetings may be provided. A trusted user device may send an identity object and may receive an identifier and an authorization token in response to sending the identity object. Then the trusted user device may send a request to add a guest user associated with the identifier to a collaboration event and may receive, in response to sending the request to add the guest user, location data associated with the collaboration event. The trusted user device may then send collaboration space data to a guest user device associated with the guest user. The collaboration space data may comprise the authorization token, the location data, and an application indicator associated with the collaboration event.

Seamless guest access to spaces and meetings

In one embodiment, a method includes associating a user with a collaboration group at a collaboration server, tracking activity of participants in the collaboration group at the collaboration server, processing a message received in the collaboration group at the collaboration server, assigning a priority to the message for the user based on the activity of the participants in the collaboration group, and presenting a notification of the message to the user based on the priority of the message. An apparatus and logic are also disclosed herein.

Prioritization of collaboration messages and groups

A Session Initiation Protocol enabled network connected device receives a client certificate from a client device. The SIP enabled network connected device validates the client certificate from information received from a certificate authority. The SIP enabled network connected device determines an identifier of the client device from the client certificate. The SIP enabled network connected stores the identifier of the client device. The SIP enabled network connected device receives a SIP message from the client device. The SIP enabled network connected device inserts the identifier of the client device into the SIP message. The SIP enabled network connected device transmits the SIP message to a destination SIP enabled device after inserting the identifier of the client device into the SIP message.

Certificate-based call identification and routing

Some known Contact Centers rely on a Network Level Router to determine which of a number of available Contact Centers should deal with a given contact. This decision is made by the NLR based on real time information provided by the Contact Centers. However, the format of such information is proprietary which means that the NLR must translate and collate this information. This invention seeks to use session initiation protocol (SIP) Presence for such information transfer which enables improved decision making and further enables additional functionality to be added to the Contact Center system. The invention provides a SIP enabled Contact Center () comprising a Contact Center server arranged to send SIP messages to one or more other SIP enabled nodes in a SIP communications network, said SIP messages comprising SIP presence information about the current state of the Contact Center.

Method of operating a contact center

During communications sessions between an agent in a call center and a customer, it is often desirable that a secondary agent is consulted, the secondary agent perhaps more suited to the particular needs of the customer. It is preferred that the original agent is presented with a list of the best-suited agents with which to consult, if needs be. Accordingly, a system and method for managing a list of contacts for presentation to a user of a computer system (e.g. a call center agent) is disclosed. The system provides for the monitoring of live communications between an agent and a customer, and further provides for the detecting of a pattern of data in the monitored live communications interaction (e.g. utilising speech recognition to recognise use of a particular keyword). The system is then operable to present a list of suggested contacts to the agent, the suggested contacts chosen based on a match between selection criteria for that contact and on the particular data pattern detected.

Management of contact lists

A method of indexing recordings of contact center communication sessions is described. The method allows for a recording to be indexed with metadata reflecting a time-varying characteristic of one or more of the parties of the communications session, e.g. the mood of a caller, the current location of a caller. The indexing of recordings with such information allows for more granular search of recordings, in order to find particular call conditions. This can be useful from the point of view of education and training of new call center operatives, and for assessment of call center performance.

Intelligent tagging for multimedia call recording purposes using continuous metadata

A participant managing system which identifies potential invitees to a conference. A storage means maintains storing records of associations of persons at least one or more key words. During the preparation of the conference the system responds to the user's input of key words by identifying persons. The user is not obliged to make any selection of persons, only a selection of subjects by key words.

System and method for automatically managing participation at a meeting or conference

Methods for analyzing an interactive voice response (IVR) system are disclosed. In the methods, prompts are issued from the IVR system and user input made in response to the prompts from the IVR system is received. One method involves displaying the prompts issued by the IVR system to an operator; and receiving input data from the operator, the data defining whether any change to the IVR system is recommended and/or any recommended changes to the IVR system. Another method involves detecting the occurrence of an unexpected event by comparing the user input against a predefined set of rules, each rule being associated with one or more of the unexpected events; and taking a predefined action in response to the detection of one or more of the unexpected events.

Growing community of inventors

Galway, Ireland

John Joseph Costello