Cisco Technology, Inc.

Oracle International Corporation

Oracle Otc Subsidiary LLC

Stephane Muszynski

Thomas Eric Ryle

Ganesh Sundaram

Hitesh Amin

John Diab

Fang Gao

Barry Gordon Coleman

Gongyuan Yao

Ravi Singhal

Lee Alan Shombert

William Miller

James Rainville

A system can monitor online services based on conditions that can be selected by an administrator. The system can identify and select messages from within the online services. The system can then transform the selected messages into a specific format and forward the transformed messages to an agent console application. The agent console application can be located, for example, at a call center. Within the agent console application, an agent can respond to the forwarded messages using a single unified interface that an agent uses to respond to a chat session request, or telephone call, for customer service. Thus, the specific communication details of the online services can be abstracted by the system, so that the agent can respond to the forwarded messages of different online services using the single unified interface.

Online monitoring for customer service

A technique for providing context information for a PSTN phone call originating from an user includes dynamically selecting a phone number (or invite code or combination thereof) from among a pool of available phone numbers; displaying the selected phone number to the user in a web page; receiving context information corresponding to the user; receiving an incoming phone call on the dynamically selected phone number, connecting the incoming call to an outgoing call to the call center, and providing the context information to a computer corresponding to an agent to whom the outgoing call is connected. The context information may include a web page viewed by the user, and may be sufficient to provide a co-browsing capability. The technique may be utilized with or without session based web pages and may be performed by a sever that serves web page content to the user or a third party service provider.

Cross channel identification in electronic commerce environments

A method and system for communicating state information between a local device and a remote device across a transport network is disclosed. Each of the local and remote devices operate independently from one another and at least one of the devices is configured for one-way traffic protection. The method includes receiving a protection message comprising K-bytes from one of the local and remote devices at the other of the local and remote devices and determining based on the received K-bytes, if there is a change in state at one of the devices. If a change in state is detected, a message is sent indicating the change in state from one of the local and remote devices to the other of the local and remote devices.

Method and system for supporting distance extension in networks having Y-cable protection

Growing community of inventors

Washington, DC, United States of America

Stephane Muszynski