Responding to a data subject access request includes receiving the request and identifying the requestor and source. In response to identifying the requestor and source, a computer processor determines whether the data subject access request is subject to fulfillment constraints, including whether the requestor or source is malicious. If so, then the computer processor denies the request or requests a processing fee prior to fulfillment. If not, then the computer processor fulfills the request.

Examples described herein provide for associating a network device to a network management system (NMS). Examples herein include determining, by a network orchestrator, a set of embeddings indicative of characteristics of the network device and each of a plurality of instances of the NMS. Examples herein include determining, by the network orchestrator for each of the plurality of instances, a probability score based on the set of embeddings, wherein the probability score is indicative of a likelihood of the network device to be associated with the instance. Examples herein further include, based on the probability score for each of the plurality of instances, selecting, by the network orchestrator, a first instance of the plurality of instances to associate with the network device. Examples herein include associating, by the network orchestrator, the network device to the first instance.

Techniques are described for routing service requests. Actions performed by an individual in an application are detected and used to determine a category of product or service that the individual is interested in. An activity record can be stored in an activity data store, the activity record identifying the individual and the category of interest determined for the individual. On subsequently receiving a service request from the individual, to an environment such as a call center, the activity record can be accessed and used to predict the individual's service need as corresponding to the category determined based on their previous actions. The service request is then automatically routed to a service representative who is suited to handle requests in that particular category. In some implementations, the category can be predicted and/or inferred based on the detected user activities in particular portions of the application.

A system and a method are disclosed for managing information technology (IT) infrastructure. Client devices interact with applications of an enterprise that may be hosted in data centers of the enterprise or as software as a service (SaaS) applications. An IT management system receives session information from client devices. The session information describes interactions of client devices with applications, for example, response time of applications for each interaction. The IT management system analyzes the session information received from various client devices to identify issues with IT infrastructure. The IT management system generates warning messages describing the issues identified and sends them for review, for example, by a system administrator.

Salespeople (agents) get engaged with a lot of contacts from past, present and future prospects that manifests on multiple contact platforms. They end up having their contacts and calendars split in multiple places including communication and messages leading to inefficiencies, loss of business and delayed response time to the end customer. Customer Relationship Management today is still a one dimensional tool, one that featured Email as the core for direct agent-client relationship. CRM should be redefined and relabeled as Communication Management to open up the idea that relationships with clients are developed across multiple platforms though multiple channels. As will be understood by reading below, the invention accomplishes this in an elegant manner. The phrases Communication Management in the main patent title and Customer Relationship Management (CRM) have the same semantics in this document.

A content delivery network (CDN) includes a plurality of CDN components including at least one CDN rendezvous mechanism and at least one control core. The CDN components are controlled by control core data from the at least one control core. Some CDN components obtain CDN resources including control core data from at least some other CDN components. The CDN components use the CDN rendezvous mechanism to select one or more CDN components from which to obtain CDN resources.

Disclosed herein are systems, methods, and non-transitory computer-readable storage media for collecting call data, feeding call data to applications, and providing advanced call features.

A schema server receives from an application server vendor ID, solutions ID, and version fields extracted from a universally unique identifier (UUID) of a node and defining a protocol agnostic metadata schema application descriptor sheet identifier (PAMS ADS ID). The schema server retrieves from the memory a protocol agnostic metadata schema application descriptor sheet (PAMS ADS) that contains a list of property-type pairs and corresponds to the PAMS ADS ID, and sends the PAMS ADS to a host services gateway such that the host services gateway, using the PAMS ADS, establishes communications with the node and exposes an interface of the node as a web application programmer's interface (API).

Techniques are described for routing service requests, in a service environment, based on a category of a previously terminated service session. A category is determined for a first service session involving an individual, the category being a topic, question, and/or problem discussed during the first service session. An activity record may be stored that identifies the individual and the category of the first service session. If the first service session is terminated, a reconnection dialog can be presented to request a reconnection. A second service request may be sent based on the selection through the reconnection dialog. Responsive to receiving the second service request, the activity record may be accessed and used to determine the category of the previous service session. The service request can then be automatically routed to a service representative suited to handle requests in that particular category.

A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication, and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights, and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.