Cisco Technology, Inc.

At&t Intellectual Property I, LP

At+t Corp.

Palawat, Vipin

Agrawal, Hemant

Vipin Palawat

Radhika R Roy

Hemant Agrawal

Paul Antinori

Ruchi Gupta

Mohammed Taher Shaikh

Janet Helen Byron

Yevgeniy Brikman

Manish Shah

Harun Gadatia

Mohanan Chalilputhenpurayil

Rashad Azhar

In one embodiment described herein, an omnichannel supervision interface system and method includes a hardware processor, and a graphics engine executed by the processor for displaying a first portion to display, for one contact center agent among a plurality of contact center agents, a near-real time transcript of the contact center agent's conversation with one customer over a plurality of channels, and a second portion to display a first media category of a session of the contact center agent and the customer, wherein the omnichannel supervision interface is operative to display a plurality of channels for the plurality of contact center agents. Related methods, apparatus, and systems are also described.

Method and system for omnichannel supervision

An interworking function (IWF) for a first and second protocol based network, for example, an H.323 protocol based network and an SIP protocol based network comprises an interworking gateway server including a state machine for defining each call processing state and a translation table for use in translating addresses formatted in each protocol. A method of interworking for use in interworking between said first protocol based network and said second protocol based network comprises the steps of receiving at said interworking gateway server serving said first and second protocol based networks a request from an endpoint in the first or second protocol based networks, establishing a state machine in memory whereby, for each state of said state machine, a message associated with that state is categorized as one of a triggering message, a non-triggering message and an error message, establishing a translation table in said memory whereby an address formatted in said first protocol has a one-for-one correspondence with an address formatted in said second protocol, processing said request in accordance with said translation table and said state machine and permitting communication between said first and second endpoints utilizing a realtime transport protocol. In the event media is terminated at said interworking gateway server, the interworking gateway server, in one embodiment, comprises a media switching fabric for switching media terminated at the gateway to an addressed endpoint capable of receiving it.

Method and apparatus for S.I.P./H.323 interworking

In an example embodiment, a Voice over IP (VoIP) system that provides for media forking at the caller's (ingress) gateway. The gateway receives data with a first address on a recording server for sending forked caller stream media and a second address on the recording server for sending forked called party stream media. The gateway sends forked media from the caller stream to the first address and forked media from the called party media to the second address. This provides a recording from the caller's perspective. By using this technique, the recording can include for example call transfer data and interactive voice response (IVR) data.

Media forking

Described in an example embodiment herein is a method for extracting values from a plurality of data fields from a log file using a grammar file. The plurality of data fields and a procedure for extracting values from the plurality of data fields are defined in the grammar file. Extracted values are analyzed and graphically represented.

Analyzing log files

Method and apparatus for S.I.P./H. 323 interworking

Growing community of inventors

Westford, MA, United States of America

Vipin Palawat