At+t Corp.

At&t Intellectual Property I, L.p.

Kathleen C Fowler

Mark Jeffrey Foladare

Shelley Betty Goldman

Roy Philip Weber

Robert S Westrich

Shaoqing Q Wang

Yihsiu Chen

Aleksandr Zelezniak

Srinivas Bala

Forest Johnson

Pamela Juhl Sokoler

Shawn Rajguru

Shari McNicholas

Aspects of the subject disclosure may include, for example, embodiments of methods, systems, and devices for receiving user information and biometric data from groups of communication devices. Additional embodiments can include correlating and storing the user information and the biometric data in a hierarchical database according to a classification. Further embodiments can include accessing the user information and the biometric data, determining an emotional state of a user in response to processing the user information and biometric data resulting in a determined emotional state, and selecting enhanced audio content and enhanced image content according to the determined emotional state. Also, embodiments can include generating the user experience for a viewer. The user experience includes a portion of the user information, the enhanced audio content, and enhanced image content to attempt provide an emotive response from the viewer similar to the determined emotional state. Other embodiments are disclosed.

Methods, and devices for generating a user experience based on the stored user information

A system and method for providing PBX-like functionality at a mobile location includes the capability of maintaining a network session with a mobile number associated with a remote worker. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch. A remotely located individual (such as a telecommuter) 'logs in' to the remote office platform and, once the individual is authenticated, PBX-like communication with the mobile device is established. If the device is a computer-enabled device and includes a display, the platform can enable a graphical user interface emulating a PBX station set to the device. Alternatively, the remote worker can enter either spoken commands or series of DTMF sequences to utilize the PBX-like features. For these applications, the remote office platform includes a speech recognition module and a translation table for converting a sequence of DTMF tones into a PBX-like call feature (e.g., transfer, hold, mute, etc.).

Method and system for providing controllable enhanced call service features at mobile locations

A system and method for providing PBX-like functionality at a remote office location includes the capability of maintaining a network session with a mobile number associated with the remote worker once the worker terminates the remote office session. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch (located either at a subscriber-based office location or within the communication network and shared by a number of different subscribers). A remotely located individual (such as a telecommuter) 'logs in' to the remote office platform and, once the individual is authenticated, a graphical user interface (GUI) emulating a PBX station set is enabled at the remote employee's personal computer, the GUI including a field for entry of the user's mobile number. When the user ends the session at the remote location, the platform invokes a mobility process to maintain a communication session with the remote worker via the communication device associated with the mobile number.

Method and system for providing mobility to enhanced call service features at remote locations

A system and method for providing PBX-like functionality at a remote office location includes the capability of maintaining a network session with a mobile number associated with the remote worker once the worker terminates the remote office session. The system utilizes a remote office platform interposed between a data communications network and a conventional PBX switch (located either at a subscriber-based office location or within the communication network and shared by a number of different subscribers). A remotely located individual (such as a telecommuter) &ldquo;logs in&rdquo; to the remote office platform and, once the individual is authenticated, a graphical user interface (GUI) emulating a PBX station set is enabled at the remote employee's personal computer, the GUI including a field for entry of the user's mobile number. When the user ends the session at the remote location, the platform invokes a mobility process to maintain a communication session with the remote worker via the communication device associated with the mobile number.

Paging, cellular telephone or other messaging functionality is incorporated into a virtual contact center system to permit logged-off customer service representatives (CSRs) to be alerted to a need to logon to the system, and to permit CSRs to alert supervisors or specialists to logon to the system. Matching at a contact control server of existing conditions to predetermined criteria, e.g., failure to login at an assigned time, or specified network conditions (such as length of customer queues), triggers a command for a communication to one or more logged-off CSRs. Results of follow-up testing at the contact control server for matches causes page requests to be renewed, redirected or canceled. Unusual contact requirements or emerging network conditions requiring supervisory input or increased monitoring by traffic or subject matter specialists is likewise triggered by analysis at a contact control server or by CSR click selection of messages to be sent to a virtual contact center requesting issuance of information such as web pages to cognizant personnel.

Virtual contact center with flexible staffing control

A virtual contact center system includes facilities for delivering voice authentication prompts upon callback to a CSR who has logged in via a computer link. More particularly, in an illustrative embodiment of the present invention a voice response unit (VRU) provides a voiced sequence of random characters to a CSR under the control of a contact control server. Upon receipt of the sequence, the CSR seeking authentication keys in the same or a related character sequence for delivery over the computer link to the contact control server. When the keyed sequence from the CSR is received at the contact control server in an expected form, the CSR is determined to be authentic. In appropriate cases, either or both of the voice prompt from the contact control center VRU or the keyed character sequence from the CSR may be encrypted to further raise the certainty of authentication.

Enhanced agent authentication in virtual contact center

Control of merchant application by system monitor in virtual contact center

A system and method for providing PBX-like functionality at a remote office location utilizes a remote office platform interposed between a data communications network and the conventional office PBX. A remotely located individual (such as a telecommuter) can &ldquo;log in&rdquo; to the remote office platform and, once the individual is authenticated, the platform can &ldquo;push&rdquo; a graphical user interface emulating a PBX station set to the remote employee's personal computer. As the individual activates the various PBX-like features (by &ldquo;clicking&rdquo; on a particular button on the screen) a command is returned to the remote office platform and ultimately communicated to the office PBX to affect the desired result (e.g., call transfer, hold, conference, etc.). Inbound traffic to the office PBX destined for the remote individual will be immediately forwarded by the PBX to the remote office platform to be communicated to that person's &ldquo;soft phone&rdquo; on the personal computer.

Growing community of inventors

Wall, NJ, United States of America

Kathleen C Fowler