Nortel Networks Corporation

Discern Communications, Inc.

Seth C Neumann

Sheldon Joseph Davis

Greg Whittemore

Steve Obsitnik

A method and system for handling, that is routing and tracking, a plurality of incoming media streams of varying types&mdash;such as faxes, e-mail, Voice over IP, and others&mdash;is disclosed. The system analyzes the incoming media's type, header information and content and, in conjunction with other databases available within an enterprise, such as a human resources or customer information management databases, determines a plurality of suitable enterprise resources that may be able to adequately respond to said incoming media stream. The system may, again in conjunction with the enterprise databases, determine the availability of an identified enterprise resource and, if available, routes said incoming media stream to said identified and available resource. If the identified resource is unavailable, alternate resources are selected from said plurality of identified resources for possible routing of the incoming media stream. The system also tracks the disposition of the media stream by the identified and available resource, and if said disposition of said media stream does not occur within a predetermined time, the system increases the priority of said media stream and re-routes the media stream within the enterprise. The system also maintains a database of statistics relating to the receipt and disposition of incoming media streams.

Workflow manager

A system, method and computer program product are provided for providing a content exchange system. A request is received from a user utilizing a local system. A determination is made as to whether the user request can be fulfilled from information stored by the local system. The request is fulfilled from a local data source if the request can be fulfilled locally. If the request cannot be fulfilled locally, the request is fulfilled at a network site. A content directory connected to the network site is examined for selecting one or more network data sites having content potentially satisfying the request. The request is sent to the data site(s). Content pertaining to the request is received from the data site(s) and sent to the user.

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Mountain View, CA, United States of America

Seth C Neumann