A Time Domain based Playback User Interface for Voice Communication Systems in Mission Control Room Environments

Voice Communication Systems for Mission Control Room environments are essential for multiple group communications in parallel. Current systems have a high demand on the user’s multitasking abilities. To support users, these systems have recording and playback capabilities but are not optimized for usability and not integrated in the user’s workflow. Playback capabilities are undervalued within current system designs. Within this paper we will focus on playback functionalities and propose a solution with a simplification of the playback workflow using a gesture controlled and time - domain based visualization for recordings. In this way users are able to replay missed or important communication parts of a specific user, for example an astronaut without the need of repetitive transmission. Combining real time functionality and providing access to past information via recordings within the same user interface may resolve conflicts between listening to live and previous communications in parallel. Interacting with recordings using a time domain based playback interface may enhance operation support, for example during debriefings, for staff training or as a source for verifying and validating unclear information. The shown solution may be used as an input for next generation system designs, which may improve capabilities and extend scenarios of playback for operation support

Understanding and Enhancing Customer-Agent-Computer Interaction in Customer Service Settings

Providing good customer service is crucial to many commercial organizations. There are different means through which the service can be provided, such as Ecommerce, call centres or face-to-face. Although some service is provided through electronic or telephone-based interaction, it is common that the service is provided through human agents. In addition, many customer service interactions also involve a computer, for example, an information system where a travel agent finds suitable flights. This thesis seeks to understand the three channels of customer service interactions between the agent, customer and computer: Customer-Agent-Computer Interaction (CACI). A set of ethnographic studies were conducted at call centres to gain an initial understanding of CACI and to investigate the customer-computer channel. The findings revealed that CACI is more complicated than traditional CHI, because there is a second person, the customer, involved in the interaction. For example, the agent provides a lot of feedback about the computer to the customer, such as, “I am waiting for the computer” Laboratory experiments were conducted to investigate the customer-computer channel by adding non-verbal auditory feedback about the computer directly to the customers. The findings showed only a small insignificant difference in task completion time and subjective satisfaction. There were indications that there was an improvement in flow of communication. Experiments were conducted to investigate how the two humans interact over two different communication modes: face-to-face and telephone. Findings showed that there was a significantly shorter task completion time via telephone. There was also a difference in style of communication, with face-to-face having more single activities, such as, talking only, while in the telephone condition there were more dual activities, for instance talking while also searching. There was only a small difference in subjective satisfaction. To investigate if the findings from the laboratory experiment also held in a real situation and to identify potential improvement areas, a series of studies were conducted: observations and interviews at multiple travel agencies, one focus group and a proof of concept study at one travel agency. The findings confirmed the results from the laboratory experiments. A number of potential interface improvements were also identified, such as, a history mechanism and sharing part of the computer screen with the customer at the agent's discretion. The results from the work in this thesis suggest that telephone interaction, although containing fewer cues, is not necessarily an impoverished mode of communication. Telephone interaction is less time consuming and more task-focused. Further, adding non-verbal auditory feedback did not enhance the interaction. The findings also suggest that customer service CACI is inherently different in nature and that there are additional complications with traditional CHI issues

Improving the benefits of multicast prioritization algorithms

The final publication is available at Springer via http://dx.doi.org/10.1007/s11227-014-1087-zPrioritized atomic multicast consists in delivering messages in total order while ensuring that the priorities of the messages are considered; i.e., messages with higher priorities are delivered first. That service can be used in multiple applications. An example is the usage of prioritization algorithms for reducing the transaction abort rates in applications that use a replicated database system. To this end, transaction messages get priorities according to their probability of violating the existing integrity constraints. This paper evaluates how that abort reduction may be improved varying the message sending rate and the bounds set on the length of the priority reordering queue being used by those multicast algorithms.This work has been partially supported by EU FEDER and Spanish MICINN under research Grants TIN2009-14460-C03-01 and TIN2010-17193.Miedes De Elías, EP.; Muñoz Escoí, FD. (2014). Improving the benefits of multicast prioritization algorithms. Journal of Supercomputing. 68(3):1280-1301. doi:10.1007/s11227-014-1087-zS12801301683Amir Y, Danilov C, Stanton JR (2000) A low latency, loss tolerant architecture and protocol for wide area group communication. In: International Conference on Dependable Systems and Networks (DSN), IEEE-CS, Washington, DC, USA, pp 327–336Chockler G, Keidar I, Vitenberg R (2001) Group communication specifications: a comprehensive study. ACM Comput Surv 33(4):427–469CiA (2001) About CAN in Automation (CiA). http://www.can-cia.org/index.php?id=aboutciaDéfago X, Schiper A, Urbán P (2004) Total order broadcast and multicast algorithms: taxonomy and survey. ACM Comput Surv 36(4):372–421Dolev D, Dwork C, Stockmeyer L (1987) On the minimal synchronism needed for distributed consensus. J ACM 34(1):77–97International Organization for Standardization (ISO) (1993) Road vehicles—interchange of digital information—controller area network (CAN) for high-speed communication. Revised by ISO 11898-1:2003JBoss (2011) The Netty project 3.2 user guide. http://docs.jboss.org/netty/3.2/guide/html/Kaashoek MF, Tanenbaum AS (1996) An evaluation of the Amoeba group communication system. In: International conference on distributed computing system (ICDCS), IEEE-CS, Washington, DC, USA, pp 436–448Miedes E, Muñoz-Escoí FD (2008) Managing priorities in atomic multicast protocols. In: International conference on availability, reliability and security (ARES), Barcelona, Spain, pp 514–519Miedes E, Muñoz-Escoí FD (2010) Dynamic switching of total-order broadcast protocols. In: International conference on parallel and distributed processing techniques and applications (PDPTA), CSREA Press, Las Vegas, Nevada, USA, pp 457–463Miedes E, Muñoz-Escoí FD, Decker H (2008) Reducing transaction abort rates with prioritized atomic multicast protocols. In: International European conference on parallel and distributed computing (Euro-Par), Springer, Las Palmas de Gran Canaria, Spain, Lecture notes in computer science, vol 5168, pp 394–403Mocito J, Rodrigues L (2006) Run-time switching between total order algorithms. In: International European conference on parallel and distributed computing (Euro-Par), Springer, Dresden, Germany, Lecture Notes in Computer Science, vol 4128, pp 582–591Moser LE, Melliar-Smith PM, Agarwal DA, Budhia R, Lingley-Papadopoulos C (1996) Totem: a fault-tolerant multicast group communication system. Commun ACM 39(4):54–63Nakamura A, Takizawa M (1992) Priority-based total and semi-total ordering broadcast protocols. In: International conference on distributed computing systems (ICDCS), Yokohama, Japan, pp 178–185Nakamura A, Takizawa M (1993) Starvation-prevented priority based total ordering broadcast protocol on high-speed single channel network. In: 2nd International symposium on high performance distributed computing (HPDC), pp 281–288Rodrigues L, Veríssimo P, Casimiro A (1995) Priority-based totally ordered multicast. In: Workshop on algorithms and architectures for real-time control (AARTC), Ostend, BelgiumRütti O, Wojciechowski P, Schiper A (2006) Structural and algorithmic issues of dynamic protocol update. In: 20th International parallel and distributed processing symposium (IPDPS), IEEE-CS Press, Rhodes Island, GreeceTindell K, Clark J (1994) Holistic schedulability analysis for distributed hard real-time systems. Microprocess Microprogr 40(2–3):117–134Tully A, Shrivastava SK (1990) Preventing state divergence in replicated distributed programs. In: International symposium on reliable distributed systems (SRDS), Huntsville, Alabama, USA, pp 104–113Wiesmann M, Schiper A (2005) Comparison of database replication techniques based on total order broadcast. IEEE Trans Knowl Data Eng 17(4):551–56

Desktop multimedia environments to support collaborative distance learning

Desktop multimedia conferencing, when two or more persons can communicate among themselves via personal computers with the opportunity to see and hear one another as well as communicate via text messages while working with commonly available stored resources, appears to have important applications to the support of collaborative learning. In this paper we explore this potential in three ways: (a) through an analysis of particular learner needs when learning and working collaboratively with others outside of face-to-face situations; (b) through an analysis of different forms of conferencing environments, including desktop multimedia environments, relative to their effectiveness in terms of meeting learner needs for distributed collaboration; and (c) through reporting the results of a formative evaluation of a prototype desktop multimedia conferencing system developed especially for the support of collaborative learning. Via these analyses, suggestions are offered relating to the functionalities of desktop multimedia conferencing systems for the support of collaborative learning, reflecting new developments in both the technologies available for such systems and in our awareness of learner needs when working collaboratively with one other outside of face-to-face situations

WEB-QWEST AS A FORM OF ORGANIZATION OF INDEPENDENT WORK OF STUDENTS

The article is devoted to the organization of independent work of students enrolled in the direction of teacher training based on web quests. An example of an educational web quest for the 3rd year is the “Inclusive School”. One of the leading directions of development of the system of higher pedagogical education is the strengthening of the practice-oriented orientation of the study of disciplines, including the educational cycle. This concerns not only an increase in the share of active and interactive methods in teaching, an increased attention to organizing and conducting internships in educational institutions, but also a change in the approach to organizing independent work of bachelor students. Much attention is increasingly given to increasing the level of information and communication competence of future teachers (electronic libraries and educational Internet portals are the main source of educational information for modern students), it is advisable to use information and communication technologies as an organizational and substantive basis for independent work. This approach to the organization of independent work involves the development of tasks by teachers using Internet technologies, which, depending on the type of task, can be performed online or offline. Tasks for independent work can be directed to an independent search in the network with the subsequent processing of information about a specific problem; on the organization of interaction in the network; create web pages; conduct educational research, social or educational projects. The forms for presenting the results may also vary: text documents (with hyperlinks), databases of multimedia presentations, web pages, web quests. Particular attention, in our opinion, should be paid to teaching real web quests. A web quest is considered as an activity-oriented didactic model that provides for students' independent search work on the Internet. As a form of organizing independent work, a web quest has several advantages, including: increased student motivation; activation of individual or group activities; more efficiently use the understanding of the time allotted for independent work of students; the ability to not only integrate different types of assignments and forms of providing results, but also to vary the level of difficulty of the task for independent work, the duration of implementation, the number of performers

Software engineering and middleware: a roadmap (Invited talk)

The construction of a large class of distributed systems can be simplified by leveraging middleware, which is layered between network operating systems and application components. Middleware resolves heterogeneity and facilitates communication and coordination of distributed components. Existing middleware products enable software engineers to build systems that are distributed across a local-area network. State-of-the-art middleware research aims to push this boundary towards Internet-scale distribution, adaptive and reconfigurable middleware and middleware for dependable and wireless systems. The challenge for software engineering research is to devise notations, techniques, methods and tools for distributed system construction that systematically build and exploit the capabilities that middleware deliver

Options for Securing RTP Sessions

The Real-time Transport Protocol (RTP) is used in a large number of different application domains and environments. This heterogeneity implies that different security mechanisms are needed to provide services such as confidentiality, integrity, and source authentication of RTP and RTP Control Protocol (RTCP) packets suitable for the various environments. The range of solutions makes it difficult for RTP-based application developers to pick the most suitable mechanism. This document provides an overview of a number of security solutions for RTP and gives guidance for developers on how to choose the appropriate security mechanism