Avaya Inc.

Nortel Networks Corporation

Apple Inc.

Rockstar Consortium US LP

Avaya Management L.p.

Rpx Clearinghouse LLC

Avay Inc.

Stephen R Whynot

David W McKnight

Paul D DeFrain

Manish Chatterjee

F Randall Murray, Ii

John H Yoakum

Mehmet Balasaygun

Greg Osterhout

Tony McCormack

Joel M Ezell

Patrick N Sollee

Lin Lin

Gregory Thomas Osterhout

Biswajyoti Pal

Gregory Todd Stovall

Moni Manor

Scott L Orton

Christopher Haun

David Mcknight

Tahsin Choudhuri

Thomas Helfand

Trey Ballard

Xiaohui Wei

David M Mcknight

Connecting agent to customers is the cornerstone of contact center operations. When a customer is connected to an agent for real-time communications (e.g., voice), they can be particular sensitive to any delay, such as the delay to establish a media channel between the agent's endpoint and the customer's device. By establishing a media channel between the agent's device and a server having initially received the communication, the communication may be attached to the existing media channel without requiring the time and resources otherwise necessary to establish the media channel. Additionally, if a problem or failure occurs, a server utilized for the connection may seek to establish the media channel with a second network, such as a telephone network, or a second agent endpoint or endpoint component.

Efficient media establishment for WebRTC call center agents

Embodiments provide systems and methods for exchanging media through an edge server between different communication networks. More specifically, embodiments of the present disclosure provide systems and methods for establishing and conducting voice and/or video communications between one or more parties on a private network, such as within an enterprise, and one or more parties on a different network such as another private network or an open network such as the Internet using an edge server of the enterprise network. This edge server, also referred to herein as a Session Border Controller (SBC), can be adapted to allow media packets to traverse through a port typically kept open by enterprise firewalls and used for other data exchanges such as HyperText Transfer Protocol (HTTP) data traffic. The SBC can also provide multiplexing and demultiplexing of media streams through the same port and address to traverse firewalls between the different communication networks.

Systems and methods for media tunneling through edge server

Communication events often produce a significant volume and variety of data. While such data is often useful as a teaching or configuration tool or as a source of troubleshooting information, such information often results in 'information overload.' By providing a 'highlight reel,' communication data comprising only relevant information, which may be further limited to a specific number of duration of events, allows for key data to be identified for presentation and avoid the need to further process, store, or otherwise maintain irrelevant or less relevant data.

Selective communication event extraction

A concept of Session Description Protocol (SDP) templates and a concept of template modifiers for precise control of media types, codecs and attributes offered by a media server are described along with various methods and mechanisms for administering the same. Applications can solicit offers from media servers that precisely meet the requirements of each session, using one or more media control protocols. The media control protocols may enable applications to reserve media resources, invoke specific functions, respond to events during session initiation, and provide session modification.

Session description protocol template modifiers for flexible control of media server resources

A request to establish a communication session is received at a cloud communication application. The request is from a first enterprise communication device to establish a communication session with a second communication device that is typically also within the enterprise. In response to receiving the request to initiate the communication session, the cloud communication application directs the first enterprise communication device to use an enterprise media server for sending a media stream of the first communication session. This allows the cloud communication application to provide one or more cloud services for the media stream via a communication channel that has been previously established between the cloud communication application and the enterprise media server. This results in the media stream being sent within the enterprise, thus, providing enhanced security. In addition, less bandwidth is required because the media streams do not have to be sent to and from the cloud.

Hybrid cloud media architecture for media communications

A method of facilitating a multi-participant communication session with an efficient use of network bandwidth and processing resources is described. The processing resources are made available to the session participants via a switching fabric and composites of less active session participants can be used to minimize the bandwidth utilization between a media server and endpoints.

Multi-stream video switching with selective optimized composite

The system and method monitor a secure Web Real Time Communication (WebRTC) session between browsers. To do so, a WebRTC application receives a first WebRTC offer with a fingerprint of a first browser to establish a secure communication session. The WebRTC application sends session information and the fingerprint of the first browser to a media relay. The WebRTC application receives a fingerprint of a media relay. A second WebRTC offer with a fingerprint of the media relay is sent to a second browser. An answer to the second WebRTC offer is received. Session information and the fingerprint of the second browser are sent to the media relay so the media relay can decrypt the secure communication session. The first WebRTC offer is answered. A secure communication session is established via the media relay using the fingerprints. The media relay, based on the fingerprints, can monitor the secure communication session.

Firewall traversal for web real-time communications

A method and system for selectively replicating data from a primary database associated with a primary server to a secondary database associated with a secondary server. The secondary server determines that a replication task using a first update command has modified the primary database. The secondary server determines a primary table in the primary database has been updated. The secondary server generates a secondary federated table that is coupled to the primary table. The secondary server obtains a second update command based on the first update command from the primary database and applies the second update command to a secondary table in the secondary database using the secondary federated table.

Selective database replication

Disclosed is a system and method for providing low-frame rate continuous presence for all video participants to a video conference.

Method and system for video conference snapshot presence

An instant message is communicated from a controller device to a target device. The instant message includes a command and one or more optional parameters associated with the command. Upon authentication and validation of the instant message and the command (and any optional parameters), the command is executed. The target device generates a second instant message having at least one of a response, a result, and a status associated with at least one of the authentication, validation, and execution. The second instant message is communicated to the controller device. The controller device authenticates the second instant message and validates at least one of the response, the result, and the status. As a particular example, the controller device represents a communication device such as a mobile telephone or personal digital assistant, and the target device represents a media application server capable of supporting one or more communication sessions such as conference calls.

Apparatus, method, and computer program for controlling a target device using instant messages

A method for providing network synchronization with a unified messaging system is provided. The method includes receiving and storing message data, such as voice data, for a specified recipient. An enhanced e-mail message is generated for the recipient. The message, which is in hypertext mark-up language (HTML) format, includes the message data and a synchronization link that points to a web server. The message is sent to the recipient through an e-mail server corresponding to an e-mail client associated with the recipient. When the client downloads the message from the server and renders the HTML, the synchronization link is fetched. As a result, the web server receives a hypertext transfer protocol (HTTP) request from the client based on the message and provides network synchronization based on that HTTP request.

Method and system for providing network synchronization with a unified messaging system

An instant message associated with a conference call is received. At least some of the contents of the instant message are converted into speech, which may be represented as an audio stream. The speech is then provided to at least one participant associated with the conference call. The speech provided to the at least one participant may further include additional speech in addition to the speech corresponding to the contents of the instant message. The additional speech could, among other things, identify a participant who sent the instant message.

Apparatus, method, and computer program for performing text-to-speech conversion of instant messages during a conference call

Once an active video conference is set up and a user is viewing the active video conference at a video terminal, the video terminal looks for different events that indicate a change in focus of the user to or from the active video conference. For example, the user brings up another application and starts using the application or the user has minimized a window that is displaying the active video conference. The video terminal sends a change of focus message based on the event to a video conference bridge or another video terminal that is streaming the active video conference to the user. The video conference bridge/video terminal processes the message and changes video portion of the stream of the active video conference based on the message. The result is that there is improved use of bandwidth between the video terminal and the video conference bridge/video terminal.

Changing bandwidth usage based on user events

An apparatus, method, and computer program manage communication sessions that include a plurality of portions. Different processors handle each portion of a communication session. The apparatus, method, and computer program transfer the communication session from one of the processors to another of the processors during the different portions of the communication session.

Growing community of inventors

Richardson, TX, United States of America

Stephen R Whynot