Blackberry Corporation

Rockwell Electronic Commerce Corp.

Other

Rockwell Electronic Commerce Technologies, LLC

Rockwell Semiconductor Systems, Inc.

Certicom Corporation

Malikie Innovations Limited

Aspect Software, Incorporated

Apsect Software, Inc.

Michael Charles Hollatz

Robert John Lambert

Michael Eoin Buckley

Nevine Maurice Nassif Ebeid

Timothy P Werve

Anthony J Dezonno

Laird C Williams

Robert T Eitel

Jean-Philippe Paul Cormier

Michael H Peters

Craig R Shambaugh

Paul D Swardstrom

Steven Vick

Marshall Ball

Kevin Kelly

Navine Maurice Ebeid

Navine Maurice Nassif Ebeid

A method is presented for secure communication, the method including generating a signature using a private key, a nonce, and at least one of an identifier and a key component; and transmitting the signature, the nonce, a security parameter, and the at least one of the identifier and the key component, wherein the security parameter associates a user identity with a public key, the public key being associated with the private key.

Securing method for lawful interception

There are disclosed techniques for handling emergency calls in an electronic device, such as a mobile telephone. For example, in one embodiment, upon receipt of a request at the user-interface of the device to terminate an emergency call, the device first requests confirmation that the call should be terminated. In another embodiment, once the emergency call is terminated, if an incoming call request is subsequently received within a predetermined period of time, the device establishes a voice connection with the incoming caller regardless of whether the device is instructed to establish the voice connection. In another embodiment, once the emergency call is terminated, the device remains operable to receive a subsequent incoming call regardless of whether the device is instructed otherwise.

Handling emergency calls on an electronic device

A method and apparatus for dynamically selecting one of a plurality of VoIP phone protocols to establish a VoIP phone connection is provided. In one example, the method includes listening on a multiplicity of available IP ports associated with a first VoIP phone device for an incoming call utilizing the plurality of VoIP phone protocols, the plurality of VoIP phone protocols co-existing on the first VoIP phone device, detecting the incoming call originating from a second VoIP phone device, and determining which one of the plurality of VoIP phone protocols is associated the incoming call. The method further includes selecting one of the multiplicity of available IP ports on the first VoIP phone device to establish a VoIP phone connection with the second VoIP phone device utilizing the VoIP phone protocol associated with the incoming call.

Method and apparatus for dynamic VoIP phone protocol selection

A method and apparatus are provided for establishing communication sessions through the Internet. The method includes the steps of receiving a request from an Internet requester by a website for a communication session with an agent of the website, analyzing browser associated information relating to the request and selecting an agent for the communication session based upon a content of the analyzed browser associated information.

Method of allocating data communication sessions based upon user information

Disclosed is a method for processing data packets exchanged over a packet network having data packets and voice packets. The method includes receiving data packets from a data processing device and determining whether the data packets need to be divided into smaller data packets. If the data packets need to be divided, then dividing the data packets into divided data packets and interspersing the divided data packets among the voice packets. In addition, the method includes sending the data packets, including the smaller data packets if divided, and the voice packets to a communications network. In one embodiment, data packets to and from the voice packets have a higher priority than the data packets.

Packet prioritizing voice over packet network phone and system

An agent telephone system for use in a transaction processing system, where the transaction processing system is configured to couple an incoming telephone call with an agent of the agent telephone system and to route the incoming telephone call over one of a plurality of communication networks, where the communication networks utilize differing communication protocols. The agent telephone system includes a microprocessor and a memory operatively coupled to the microprocessor. An agent microphone and agent speaker are included for transmission and reception of audio information, respectively. The agent telephone system includes a conversion device configured to operatively couple the agent microphone and the agent speaker to the microprocessor, and an input multiplexer operatively coupled to the microprocessor, where the microprocessor is configured to control selection of one of a plurality of input lines of the multiplexer. A plurality of network interfaces are configured to operatively couple a selected communication network to the corresponding input line of the multiplexer so as to permit communication between the caller and the agent of the agent telephone system over the selected communication network.

Multi-protocol agent telephone system

A method and apparatus are provided for maintaining and improving a performance level of an agent performing a plurality of tasks. The method includes the steps of providing a performance threshold for each task of the plurality of tasks, measuring a performance parameter of the agent in completing each of the plurality of tasks and training the agent when the measured performance parameter of the agent in performing a task exceeds the respective performance threshold of the task for each task of the plurality of tasks.

Apparatus and method of maintaining and improving agent performance

A method and apparatus are provided for obtaining audio information through the Internet by agents of an automatic call distributor situated at a plurality of remotely located terminals. The method includes the steps of transmitting a sign-on request from a first terminal of the plurality of remotely located terminals to a server of the automatic call distributor through the Internet notifying the server that an associated agent of the first terminal is ready for receiving calls, retrieving a universal resource locator of a web file server containing the audio information needed by the associated agent of the first terminal, said web file server being located on a second terminal of the plurality of remotely located terminals and downloading the audio information through the Internet from the web file server specified by the universal resource locator to the first terminal.

Streaming announcements to agents of an ACD

An apparatus and method of establishing an audio call path between an Internet user accessing a web site and an agent of the web site is provided. The method includes the steps of proving a web site with a plurality of audio access icons and a plurality of agent groups and associating an agent group of the plurality of agent groups with each audio-access icon of the web site. The method further includes establishing a voice path between the user and an agent of the associated agent group based upon activation of a audio-access icon by the user.

Internet web site with audio interconnect and automatic call distributor

A method and apparatus for providing a voice path between a customer call connection received from a public switched telephone network at a switch of an automatic call distributor and an agent of the automatic call distributor at a remote location from the automatic call distributor and also a data connection between a terminal of the agent and a host of the automatic call distributor. The method includes the steps of setting up a dedicated telephone connection through the public switched telephone network between the automatic call distributor and agent at the remote location and establishing a voice internet protocol communication link between the automatic call distributor and agent through the dedicated connection for exchange of voice information between the customer and agent. The method further includes the step of establishing a data link between a database application of the host and a database application of the terminal of the agent through the dedicated connection.

ACD with packet data based agent interconnect

A method and apparatus are provided for relaying text between a hearing impaired person and a third party through the public switched telephone network. The method includes the steps of converting the text between a multifrequency textual format on the public switched telephone network and a packet format on a local area network and exchanging the text with the hearing impaired person through the local area network.

Growing community of inventors

Huntley, IL, United States of America

Michael Charles Hollatz