Abstract: Embodiments of the present invention provide methods and systems for intelligent routing. An intelligent routing processing module sets at least one intelligent routing trigger condition and at least one corresponding intelligent routing policy in advance, and an incoming call or message is processed according to intelligent routing contact manners in the intelligent routing policy. The intelligent routing trigger condition includes relevant information of the incoming call or message and the intelligent routing policy may include more than one intelligent routing contact manner. The embodiments of the present invention may provide more intelligent routing contact manners and intelligent routing policies for communication routing technology and may make full use of subscriber presence information.

Abstract: Methods and devices for controlling a set-up of a call from a calling entity (CE201) to a called entity in a telecommunications network are described. The telecommunications network comprises a service control entity (SCE205) and a service switching entity (SSE204). The service control entity (SCE205) is adapted to perform the steps of receiving from the service switching entity (SSE204) an indication that the first call attempt failed, receiving from the service switching entity (SSE204) an indication of the further call attempt, obtaining call information related to the first call attempt, determining a call establishment procedure for the further call attempt based on the call information related to the first call attempt, sending an instruction to the service switching entity (SSE204) to continue the set-up of the further call attempt according to the call establishment procedure.

Abstract: A method and system for automated intelligent advertising. Messages sent to an invalid alphanumeric identifier (e.g., e-mail address, text message address, social networking identifier, etc.) for a desired network service are returned including a notification that an attempt to connect to the desired network service has failed and also includes electronic advertising information that allows a network device to view and display a retrieved pre-determined advertisement or the dynamically generated advertisement and make a selection input to automatically connect to another network device associated with the retrieved pre-determined or dynamically advertisement to obtain additional electronic advertising information.

Abstract: A computer-implemented system for routing a call to a call center may generally comprise a computer system comprising at least one processor and a storage device comprising computer-readable medium in communication with the processor and storing instructions adapted to be executed by the processor to receive a call from a caller at an automated call distributor, initiate an interactive voice response interrogation session with the caller, and classify the call as one of a first type and a second type based on the interactive voice response interrogation session, when the call type is classified as the first type, route the call to at least one of a plurality of branches comprising at least one agent designated to receive calls classified as the first type, when the call type is classified as the second type, route the call to a call center comprising at least one agent designated to receive calls classified as the first type and the second type.

Abstract: A call connection method is provided. When a terminal is in an IMS unregistered state, information indicating whether to perform a session transfer toward a CS domain is stored in a server during a registration or deregistration process. When receiving a call connection request message over an IMS, if the terminal is in the IMS unregistered state and the information indicates the session transfer, the call transfer toward the CS domain can be performed.

Abstract: The present invention is a system and method for initiating conference calls via an instant messaging system to reduce the effort required to initiate and manage the call. The system uses an IM connection between a requesting party and a conference call server to inform the conference call server of the desire to initiate the conference call. The conference call server may initiate the conference call by having involved parties called by a conference bridge, thus reducing the effort required by the parties to join the call.

Abstract: A computer-implemented method for routing a call to a call center may generally comprise receiving a call from a caller at an automated call distributor, initiating an interactive voice response interrogation session with the caller, and classifying the call as one of a first type and a second type based on the interactive voice response interrogation session, when the call type is classified as the first type, routing the call to at least one of a plurality of branches comprising at least one agent designated to receive calls classified as the first type, when the call type is classified as the second type, routing the call to a call center comprising at least one agent designated to receive calls classified as the first type and the second type.

Abstract: A campaign strategy manager (CSM) component for a hosted communications campaign system allows users to define more granular and specific campaign strategies, including pass escalation for alternative channels (e.g., text and email) and/or based upon attempt results, contact attributes and response group data. The campaign strategy manager allows users to define pass strategies statically and dynamically, to manage lists across multiple campaigns, and to view results in real-time. A defined strategy is a static strategy created by a user for a particular campaign that, once created, typically is not modified. A dynamic strategy is one where, during the course of a day (e.g., as a sub-campaign is running), a user may alter the defined strategy, preferably just for that day (or portion thereof). The CSM may be used to implement a recovery strategy using a dialer pass.

Abstract: Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming call from a calling phone; routing the incoming call to a called phone in a contact center; transmitting voice communications associated with the incoming call via the calling phone; duplicating the voice communications via the called phone; transmitting the duplicated voice communications via the called phone; and recording the duplicated voice communications.

Abstract: A call relay server comprises a usage status management unit that, when a user starts using a system from a main terminal and the notification is received from the main terminal and if a sub terminal related to the main terminal is registered, confirms the user via the main terminal whether to delete the registration of the sub terminal and, if a deletion instruction is received, deletes the registration of the sub terminal.

Abstract: Method for automatically managing a telecommunication service. In one embodiments, the method comprises collecting data associated with use of the telecommunication service by a user; determining, based on the data, an activation state associated with the use of the telecommunication service by the user; and executing, based on the activation state, a management process to automatically enable the use of the telecommunication service by the user, wherein the steps of collecting, determining, and executing are automatically performed by a processor of a controller associated with the telecommunication service.

Abstract: An apparatus and method for providing incoming and outgoing call information in a mobile communication terminal. A display unit displays detailed incoming/outgoing call information integrated for a particular phone number. A memory stores an incoming/outgoing call list according to an incoming/outgoing event. A controller controls an operation for adding the detailed incoming/outgoing call information to an associated phone number item of the incoming/outgoing call list when the incoming/outgoing call event occurs, and controls an operation for displaying the detailed incoming/outgoing call information integrated for the particular phone number selected from among phone numbers of the incoming/outgoing call list. The detailed incoming/outgoing call information mapped to the same phone number can be viewed at one time by integrating and providing the incoming/outgoing call information.

Abstract: For enabling the forwarding of communication requests directed by callers to callees who are subscribers of a carrier network (4) and users in an enterprise network (5), forwarding-profile information is received in a computerized central unit (2). The central unit (2) transfers forwarding information to a network server (41) in the carrier network (4) and/or a network server (51) in the enterprise network (5) for enabling the network servers (41, 51) to forward communication requests based on forwarding information. Thus, forwarding-profile information can be captured and maintained in one central location for generating consistent forwarding-profiles in a plurality of separate communication networks (4, 5, 8) which are operated and managed independently form each other by different entities with regards to technical platforms and organization.

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively interrupt a contact center agent in an AUXILIARY state. This enables the contact center to accommodate sudden influxes of work items without substantially increasing customer wait time.

Abstract: A second device (120) has a first virtual terminal and a second virtual terminal. The second device (120) switches the access point of a third telephone terminal (32) to the first virtual terminal and switches the access point of a second telephone terminal (22) to the second virtual terminal by control of a first device (110). Then, the first virtual terminal is put on hold. Then, the first virtual terminal calls the first telephone terminal by an outgoing call for forwarding to a first telephone terminal (12). Then, the first device (110) connects the first telephone terminal (12) to the third telephone terminal (32).

Abstract: The present invention is a system and method for initiating conference calls via an instant messaging system to reduce the effort required to initiate and manage the call. The system uses an IM connection between a requesting party and a conference call server to inform the conference call server of the desire to initiate the conference call. The conference call server may initiate the conference call by having involved parties called by a conference bridge, thus reducing the effort required by the parties to join the call.

Abstract: A call management system having a call monitor operable to identify an attempt, in use, by a user to call a predetermined number attributed to a first entity; a processor, configured to derive at least one alternative number, attributed to another entity, based on the predetermined number attributed to the first entity; and a router to provide a user with an opportunity to route a or the call to at least one of the derived at least one alternative numbers.

Abstract: An organization conducting transactions with customers may employ a private computer network to enable customers to place a telephone call to customer service agents (CSAs). To maintain high customer service, it may desirable to expand the private computer network's ability to respond to customer calls on-demand. One or more requests for additional telephony resources may be submitted to a telephony resource allocation service in communication with a configurable network service. The telephony resource allocation service may determine telephony resources available for allocation to the private computer network and facilitate communication between the configurable network service and the private computer network. In this manner, additional computer private network extensions executing instances of call distribution services may also be generated and configured.

Abstract: A method for controlling establishment of a communication channel between a service provider terminal of a contact center and a service request terminal. Receipt of a request to establish the communication channel is responded to by determining whether a license for a media type associated with the communication channel is allocated to the service provider terminal. If a license is determined to be allocated to the service provider terminal, establishment of the communication channel is allowed. If a license is determined not to be allocated to the service provider terminal, availability of a license from a pool of licenses is determined. If a license is determined not to be available, establishment of the communication channel is refused. If a license is determined to be available, the license is allocated to the service provider terminal and establishment of the communication channel is allowed.

Abstract: Systems and methods for providing multi-homed tandem access in a communication system are disclosed. The disclosure may include a private packet network backbone exchange (PPNBE) in connection with a set of access tandems and with a call destination such as an end-user or a communications service. A set of LRNs may be homed across the set of access tandems, with each of the set of LRNs mapped to one or more TNs corresponding to the call destination. An originating party may use any of the TNs to reach the call destination. A plurality of originating calls each including one of the TNs may be received at the PPNBE from any of the access tandems and routed to the call destination. Thus, the present disclosure provides greater call capacity than available access tandem architectures as well as optimizes a maximum number of call paths to a particular call destination.