8x8, Inc.

Ykk Corporation

Zhishen Liu

Bryan R Martin

Qing Zhao

Garth Judge

Mehdi Salour

Oisin Glynn

Ona Stewart

Manu Mukerji

Arunim Samat

Vijai Gandikota

Ruiqiang Huang

Justin Potter Driemeyer

Soumyadeb Mitra

Solomon Fung

Huw Rees

Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital data in a data-communications system. An example method includes: accessing digital data from a computer-accessible database that is indicative of communication interactions between personnel of and at least one customer of a client entity and that includes parameters corresponding to at least one of words, phrases and speech parameters; identifying, based on the digital data and for the personnel of the client entity, at least one customer-interaction metric that has one or more associations with one or more outcomes of one or more of the communication interactions and that is outside a threshold value or rating established for or on behalf of the at least one agent of the client entity; and adjusting, via data-processing computer circuitry based on the digital data, at least one of the customer-interaction metrics and the one or more associations and providing feedback to the data-processing computer circuitry in response to said adjusting, for assessing an outcome of further instances of the one or more of the communication interactions involving the personnel of the client entity.

Analysis of customer interaction metrics from digital voice data in a data-communication server system

Apparatuses and methods concerning routing of calls in a client-specific server are disclosed. As an example, one apparatus includes a first processing circuit communicatively coupled to such a server. The server is configured to generate call event messages for the calls routed by the server. The first processing circuit is configured to generate call summary metrics from the call event messages. The call summary metrics and/or related data indicate respective sets of call data for participants of the calls routed by the server. A second processing circuit is configured to identify organizations associated with the participants of the calls. The second processing circuit aggregates the call related data to assess needs of the organization.

Analysis of data metrics in server-based network

Certain aspects of the disclosure are directed to routing decisions implemented in a data-communications system in response to a set of programming instructions from a programming language that is received and/or provided on behalf of a specific subscriber or client and that is different from a programming language more-generally used by the system to provide data-communications to a plurality of subscribers or clients including the specific subscriber or client. According to a specific example, in response to identifying and/or interpreting the second set of instructions, call processing or routing decisions are made in connection with incoming calls involving one or more endpoint devices associated with the specific subscriber or client.

Intelligent call handling and routing

In various examples, data communications are routed as calls by a set for servers, and the calls are processed in various ways including generating a set of data metrics including communications summary metrics which may related to communications event messages. At least one processing circuit is communicatively coupled to or integrated as part of the server set which route incoming calls (e.g., for a plurality of agents in a communications/call center). The processing circuit is configured to receive communications event messages from the server set for communications routed by the server set, generate, during a communication to a first agent of the plurality of agents, a set of data metrics including communications summary metrics based on the communications event messages; and redirect, during the communication to the first agent, the communication to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.

Analysis of call metrics for call direction

Certain aspects of the disclosure are directed to an example concerning circuitry, including a set of servers, configured according to programming instructions of a first programming language, to provide data-communications (routing) services on behalf of a plurality of switchboard interfaces that are respectively associated with a plurality of disparate client entities having respective client accounts which permit clients to receive data-communications services such as routing services. A switchboard interface (among many switchboard interfaces) is operated on behalf of one of the client entities to coordinate with the server set for effecting communications routing involving user-endpoint devices associated with the client entity. The circuitry receives client-specific directives from the client entity via a second programming language that is characterized in that it is compatible with the first programming language and maintains security of the circuitry by limiting access by the client entity to the information in the database.

Switchboard server using a high-level programming interface

Methods, systems, and apparatuses are provided for data communication with user communication devices via a network address translator (NAT). In one example, a set of proxy servers is configured to effect communications through mapped data-communication paths of the NAT during data communication sessions through or with the user communication devices. The mapped paths are susceptible to being unmapped by the NAT if the mapped path is unused for a threshold duration of time. The proxy servers maintain the mapped paths through the NAT by prompting the user communication devices to communicate data to the set of proxy servers, for a duration of time exceeding a threshold duration of time.

NAT traversal in VoIP communication system

Certain aspects of the disclosure are directed to programming of a data-communications system including, for example, a data-communications (e.g., VoIP) server is configured to route incoming calls to designated endpoints designated by a particular one of various client entities which receive services from the system. In one specific example, via the one or more receptionists or contact centers involved in the data-communications services for a particular one of the client entities, client-specific endpoint devices receive the services by using a respective first set of client-specific directives including initial instructions for initial routing decisions based on control data specifying how this routing is to occur. Later and specific to the particular client entity, network-conveyed follow-up instructions are used to override certain of the initial instructions and to customize the call routing for the particular client entity.

Programming/data sets via a data-communications server

One example involves a method for providing communications services to remotely-situated client entities, wherein each client entity is associated with users and each user is associated with a communication device. For providing the services verification may be realized by using authentication factors, and a communication request generated with at least one of the authentication factors. The generated communication request may include a first portion specifying at least one target endpoint associated with the user and a second portion associated with or indicating the security code and that includes a set of instructions which: are specific to the user, which specify how to communicate the security code for the user, and which specify different security codes for different types of communications. The security code is sent to the user according to the set of instructions, and verified via a second authentication factor is implemented.

Multiple-factor authentication

In one example, a system includes a plurality of servers to provide data communication services for a respective set of endpoints. Computer circuit executes an algorithm to assess possible poor call quality sources based on types of call quality metrics are common a set of one or more parsed endpoints from among the set of endpoints, and this involves a diagnostic test involving the at least one of the certain parsed endpoints for assessment of the possible poor call quality sources, and generating data specific to the types of call quality metrics. In response, the data-processing computing circuit indicates one of the plurality of possible poor call quality sources as being more likely, than other of the plurality of possible poor call quality sources, to be causing the at least one data communications problem.

Apparatuses and methods involving a set of servers monitoring data communication endpoints to assess possible communication problems

Certain aspects of the disclosure are directed to control of data communications services. According to a specific example, an apparatus is provided including one or more computer processor circuits configured and arranged to interface with remotely-situated client entities using a first programming language used by a data communications server, and to provide a database of communications services to the client entities. The apparatus further includes communications control circuitry configured and arranged to control communications routing for each respective client entity, by identifying, client-specific sets of control data derived from programming instructions received over a network and corresponding to a second programming language that is compatible with the first programming language, and providing the communications services to end-users of the client entity based on the client-specific sets of control data including particular routing functions for emergency notifications.

Customization of emergency notifications for communications services

Apparatus and methods concerning routing of calls in client-configured set of servers, such as a web-server configured to host a switchboard interface are disclosed. As an example, one apparatus includes such a hosting web-server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled devices communicatively coupled to the web-server via a network. A user-activity detection circuit is communicatively coupled to the web-server. The user-activity detection circuit is configured to receive activity data indicating activity of end-users in a virtual office environment and receive event messages indicating statuses of pending calls in the web-server. The user-activity detection circuit determines user-activity statuses of the end-users based on received activity data and event messages. A computing server is to provide a set of services for one or more of the plurality of users as a function of the determined user-activity statuses of the end-user.

Web-server to host switchboard interfaces

Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to process user-data-communications between a client station and another station participating in data-communications via the data-communications services where the client station is associated with one client entity. The server is also configured to identify a context for each respective user-data-communication between the client station and the participating station, where the context data corresponds to at least one communications-specific characteristic associated with the user-data-communications, and to retrieve structured and unstructured data relating to previous data-communications provided by the data-communications server. The server is also configured to provide the integrated contact center to particular end users based on the identified context, and including data generated from the retrieved structured and unstructured data.

Apparatuses and methods involving an integrated contact center

Certain aspects of the disclosure are directed to customized control, for example, including customized communication lists, for data communications systems using high-level programming. According to a specific example, a data communications server is configured to interface with a remotely-situated client entity using a first programming language. The data communications server includes a communication control engine that is configured to provide a private branch exchange (PBX) or PBX functions from a Cloud-based service platform for the client entity. The communication control engine is to identify client-specific sets of control data derived from instructions written in a second programming language that is compatible with the first programming language, and to control communication routing by determining whether and/or how to route incoming data communications in response to the client-specific sets of control data.

Customized data communication control for data communication service systems using high-level programming

A system is provided that includes one or more computing servers and a processing circuit for analyzing data transactions of the computing servers. Each of the computing servers is configured to provide respective services to remote users. The processing circuit is configured to analyze data transactions of at least one of the computing servers, which is associated with a user account. A security policy of the user account includes conditions that are indicative of unauthorized access when the conditions are satisfied by various characteristics of the analyzed data transactions. The processing circuit is configured to determine a threat level as function of the characteristics of the data transactions and the conditions of the security policy. In response to the threat level exceeding a threshold level indicated in the security policy of the user account, the processing circuit performs an action for the user account that is associated with the threshold level.

System and method for monitoring computing servers for possible unauthorized access

Certain exemplary aspects of the disclosure are directed to customized communications using a high-level programming interface that is associated with related programming languages. According to a specific example, a data communications server is to provide a database with virtual office features available to remotely-situated client entities. The data communications server is to provide to the client entities, a set of instructions written in a first programming language for client-specific communications or directives. The data communications server is further configured to receive from each client entity, client-specific sets of control data written in a second programming language that is compatible with the first programming language.

Growing community of inventors

San Jose, CA, United States of America

Zhishen Liu