Nortel Networks Corporation

Avaya Inc.

Apple Inc.

Paul Kelly

Tony McCormack

Neil O'Connor

Paul D'Arcy

Seamus Hayes

Liam Loftus

Sean Burke

Michael Brosnan

Cian E O'Meara

Derek Hyland

Damian Killeen

Liam Mannion

Donald McNelis

Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.

System for optimizing the monetization of outgoing video sessions of a contact center

A method of allocating a location-related order to one of a number of mobile agents, such as taxicabs, delivery or repair vehicles. The method involves the following steps:

Allocation of location-based orders to mobile agents

A communications session directed at a group of contact centers is held outside the contact centers at an IVR server, while the requirements of the session are determined. A request is formulated specifying the requirements, and this request is sent to a web services provider agent exposed by the group of contact centers. The request is forwarded to the contact centers which collectively respond with an identification of an address associated with a specific endpoint to which the communications session should be sent in order that it will receive the specified handling. The IVR server holding the call can thereby direct the session to a suitable endpoint without having any need to remain aware of the state of the contact centers or the agents within those centers.

Direction of communications sessions to contact centers

Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labor law and union requirements mean that work must be shared between agents in an equitable manner. A source contact node in a network of contact centers requests nodal longest idle agent information from the other contact centers in the network. Using this information a network longest idle agent is identified and the incoming contact routed to that agent. A reservation system is used in combination with the longest idle agent information in order to prevent dropped contacts and to ensure equal sharing of work between agents in a network skillset. Contact center servers are linked over a separate network, isolated from a network linking the contact center switches.

Load balancing in a network of contact centres

A switching system in which telecommunications features are improved by the proximity status of a predetermined user to a communications terminal. Proximity status information deduces a predetermined user's presence or absence to answer incoming calls on a communications terminal associated with the predetermined user and silences the audible alert if the predetermined user is absent from the area. The proximity status information may also be used to control security features on a terminal so that only the predetermined user can use the terminal when the predetermined user is deduced to be present.

Method and apparatus for alert control on a communications system

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Galway, Ireland

Paul Kelly