Avaya Inc.

At+t Corp.

Avaya Technology LLC

Lucent Technologies Inc.

Terry Don Jennings

Stephan Edward Friedl

Richard Shaffer Youngkin

Jeffrey James Olson

Michael Alan Bland

Paul Roller Michaelis

M Alan Bland

Jeffery James Olson

Barbara Jo West

Methods, apparatuses, and computer-readable media for providing a collaboration license to an application for participant user device(s) participating in an on-line collaboration are disclosed. In one embodiment, a method is provided for licensing at least one application. The method includes transmitting a license request for at least one collaboration license. The collaboration license authorizes usage of at least one application on at least one participant user device participating in a collaboration. The collaboration may include at least one collaborative communication session among a plurality of participant user devices. The method further includes receiving the at least one collaboration license. Apparatuses and computer-readable media having instructions for providing the method are also disclosed. These may allow participant(s) of a collaboration to initiate and use an application during the collaboration that the participant(s) were not licensed to use when the participant(s) joined the collaboration.

Methods, apparatuses, and computer-readable media for providing a collaboration license to an application for participant user device(s) participating in an on-line collaboration

Search systems and methods are disclosed. Content and data in support of search results are stored in a central repository. Moreover, the centrally stored content and data can be made available to one or more authorized devices. Searches can be conducted across a single device, or a community of devices. The community of devices over which a search is performed can include devices that are not publicly accessible, and that require the provision of authentication information. The community of devices over which a search is performed, and the set of authorized devices, can be determined based on various factors.

Central repository for searches

An event reporting system includes a computational componentoperable (a) to receive notification of a change to an attribute of an entity, the entity, prior to the change, being associated with a first surrogate key, and (b) to defer the use of a second surrogate key for the entity until a selected time. The second surrogate key was generated to reflect the change.

Deferred control of surrogate key generation in a distributed processing architecture

A very common problem is when people speak a language other than the language which they are accustomed, syllables can be spoken for longer or shorter than the listener would regard as appropriate. An example of this can be observed when people who have a heavy Japanese accent speak English. Since Japanese words end with vowels, there is a tendency for native Japanese to add a vowel sound to the end of English words that should end with a consonant. Illustratively, native Japanese speakers often pronounce 'orange' as 'orenji.' An aspect provides an automatic speech-correcting process that would not necessarily need to know that fruit is being discussed; the system would only need to know that the speaker is accustomed to Japanese, that the listener is accustomed to English, that &#x201c;orenji&#x201d; is not a word in English, and that &#x201c;orenji&#x201d; is a typical Japanese mispronunciation of the English word &#x201c;orange.&#x201d;

Automatic normalization of spoken syllable duration

Provided herein is a system and method for assigning a service contact from a customer to a service agent. The method may include: generating a customer information record from the service contact; producing a result set of eligible service agents by use of the customer information record; sorting the result set of eligible service agents based upon a predetermined criterion, to produce a sorted result set of eligible service agents; assigning a service agent from the sorted result set of eligible service agents, to produce an assigned service agent; and monitoring a communication channel for a refusal message from the assigned service agent. If a refusal message is received from the assigned service agent, then the method may further include: classifying the assigned service agent as ineligible; and assigning another service agent from the sorted result set of eligible service agents, to produce an assigned service agent.

System and method for search-based work assignments in a contact center

In one embodiment, a data processing system includes a first databasemaintained by a first party (such as a customer); a second databasemaintained by a second party (such as a vendor) different from the first party; a work queueto specify data to be added to the second database; an extract, transform and load moduleto write data from the first database to the work queue; and a data import module operableto import data from the work queue to the second database. In the system, the first party is not privileged to write the data directly to the second database but is privileged to write the data to the work queue. The import module transforms the data written to the work queue to a form semantically compatible with the second database.

Data extensibility using external database tables

An event engine enables application developers to define finite state machines (FSMs) that they want to implement, via a data-driven approach as opposed to having to hardcode the FSMs. The event engine has three notable characteristics:

Data-driven and plug-in defined event engine

A user interface ()&#x2014;be it graphical (GUI) or telephony (TUI) to an application () is defined by stored interface and feature description documents () written in XML and JavaScript, so that the user interface and changes thereto can be effected without access to source code. Interface description documents define the appearance and the behavior of the user interface toward the user, while feature description documents define the interaction of the user interface with the interfaced-to application, both in conformity with a user-interface object model (). Stored connector object plug-ins () define connector objects for rendering elements of feature description documents, and stored layout object plug-ins () define layout objects for rendering elements of interface description documents of one or more interfaces.

Mark-up language implementation of graphical or non-graphical user interfaces

Interface description documents define the appearance and behavior of a user interface ( ) toward the user, and feature description documents define interaction of the interface with the interfaced-to application, both in conformity with a user-interface object model ( ). Connector and layout object plug-ins ( ) define connector and layout objects for rendering elements of feature and interface description documents, respectively; of one or more interfaces. An interactor ( ), independent of any interface or interface type, the application, and the user device ( ), generates user interfaces from the stored information. The interactor parses the description documents of an interface into elements and reflects them in the object model to form an instance representing the interface, downloads the objects corresponding to the reflected elements registers their interfaces in the object model instance to make them accessible by the elements, and invokes execution of each downloaded object with the corresponding element to render the element.

A new type of message component (204, 205) enables message creators to specify, inside of a message (200), how the body components (202-203) of the message are to be presented to message recipients; multiple such components enable multiple presentations to be specified for a single message. Included in the message by the message creator as one or more message components (204, 205) of type 'presentation', each presentation component specifies the order, durations, and any concurrency, of presentation of the message's body components. Each presentation component is a script that, upon its invocation (300) by the message recipient, executes (302-318) on the recipient's message-presentation equipment (102, 107) and presents the message's body components to the message recipient in the order and for the durations specified, and presents concurrently any body components typically ones expressed in different media that are specified to be presented concurrently.

Arrangement for specifying presentation of multimedia message components

Announcements from a voice messaging system that either prompt a user for action or provide information to a user are constructed independent of the language in which the announcement is provided to the user. In particular, each announcement is treated as a 'semantic expression' having an announcement identifier. This announcement identifier is mapped into a plurality of rules, each rule providing instructions on how to construct the announcement for a particular language. The rules can recursively call other rules to provide additional flexibility in constructing a particular announcement.

Multiple language capability in an interactive system

The data entry portion of a voice messaging system is constructed to be language, culture, or market segment independent. In particular, the design of the voice messaging system is based upon 'semantic expressions,' which are used to evaluate any language, culture, or market specific data that is entered by a user. In particular, each type of data entry is treated as a 'semantic expression' having an identifier. This identifier is mapped into a plurality of rules, each rule providing instructions on how to interpret the input data for a particular language, culture, or market segment. The rules can recursively call other rules to provide additional flexibility in interpreting information that is entered by a user.

Growing community of inventors

Westminster, CO, United States of America

Terry Don Jennings