Abstract: Methods, systems and computer program products are provided for aggregating active speaker channels, receiving, through an input interface, a selection of a solo speaker channel representing one of the plurality of speaker channels and setting the audio level of any one of the solo speaker channel and at least one non-solo speaker channel, or a combination of both the solo speaker channel and the at least one non-solo speaker channel.

Abstract: A method of provisioning a mobile communication device with an eSIM profile. The method comprises receiving an indication by an application executing on a computer system that a subscriber associated with a mobile communication device provisioned with a first eSIM profile associated with a first network is traveling to a second network, maintaining a pool of eSIM profiles associated with the second network by the application, designating a second eSIM profile that is one of the eSIM profiles in the pool as allocated by the application, sending a copy of the second eSIM profile to the mobile communication device, receiving an indication by the application that the mobile communication device has deactivated the second eSIM profile, and, after receiving the indication that the mobile communication device has deactivated the second eSIM profile, designating the second eSIM profile in the pool as unallocated by the application.

Abstract: Systems and methods are described that enable an incoming communication requesting a real-time (e.g., voice, voice-video, etc.) communication and selectively allowing the called communication device to auto-answer the communication. The selective answering may be rule and/or attribute based and depend, entirely or in part, on presence data of a user associated with the called communication device. Auto-answering may be further configured to auto-answer all or less than all of the communication media types (e.g., only auto-answer an audio-video call with audio). Additionally, or alternatively, rules may be combined, overridden, conditionally implemented, or otherwise combined or structured relative to other rules for auto-answering an incoming communication.

Abstract: Disclosed herein are methods and apparatus for a key system module which enables a presentable key system on devices provisioned with softphone and embedded voice applications. A method includes provisioning a key system module for operation with the softphone to enable the key system, establishing, by the softphone application using a service provider Internet Protocol (IP) telephony server, a non-shared line association with the key system, establishing, by the softphone application using the service provider IP telephony server, associations with key lines in the key system, receiving, from the service provider IP telephony server, key line statuses, generating, by the key system module, a key line user interface based on at least the statuses of the key lines, and presenting, by the softphone application and the key system module on a device associated with the softphone client, the key line user interface with the key lines in the key system.

Abstract: A conferencing device receives an indication that a mobile device is in proximity to the conferencing device. The conferencing device receives information, directly from the mobile device, that indicates that the conferencing device is to establish or join a communication session with one or more communication endpoints. The information that indicates that the first conferencing device is to establish or join the communication session with the one or more communication endpoints is based on information that is personal to a user of the mobile device. Once the communication session is established, the conferencing device communicates with the one or more communication endpoints in the communication session. In an alternative embodiment, a printer/scanner can be managed based on personal information received directly from the mobile device.

Abstract: A central routing function (CRF) platform. The CRF platform comprises a processor, a memory that stores prioritized call route lists, and an application stored in the memory. When executed by the processor the application receives a request for a prioritized call route list from a network element, where the request comprises an indication of a location of a call originator of a call and a destination telephone number, determines a call type of the call, selects a prioritized call route list associated with the destination telephone number from the non-transitory memory based on the call type, determines that a percent allocation rule applies to the call, based on the percent allocation rule, removes the first priority call route from the selected prioritized call route list to make an adapted prioritized call route list, and sends the adapted prioritized call route list to the network element.

Abstract: Predictive mapping technology is used to route a telephone call from a user to a customer service representative. The disclosed technology can use any one or more of the following factors to map a telephone call from a user to a customer service representative: (1) a sentiment score based on a topic of conversation; (2) an experience score of the customer service representative with a topic of conversation; and (3) a performance score of the customer service representative in managing a topic of conversation.

Abstract: 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.

Abstract: A terminal apparatus includes the following. A mounting unit can be mounted with two memory media each storing setting information regarding a communication path of data communication. A communicator performs data communication through a communication path according to the setting information of one of the two memory media. A processor is configured to perform the following processes. A first selecting process selects a first memory medium in which first setting information is stored when the following conditions are satisfied, wherein the conditions are that an application program being executed is a specific application program registered in advance and that a connection destination of data communication started by the application program being executed is a specific connection destination registered in advance. A second selecting process selects a second memory medium in which second setting information is stored when the above conditions are not satisfied.

Abstract: Systems and methods for setting up a telephony communication include an operating system of a user telephony device diverting a call setup request made via a native dialer of the user telephony device to a telephony software application on the user telephony device. The telephony software application then sets up the requested telephony communication using a telephony communication application programming interface (API).

Abstract: Disclosed in the present invention is a VoLTE-based voice call method. The method comprises: a calling terminal determining whether a VoLTE call mode is activated: if so, the calling terminal generating a call request, the call request comprising contact card information of the calling terminal; and the calling terminal sending the call request to the called terminal, so as to enable the called terminal to acquire the contact card information of the calling terminal from the call request. The present invention can facilitate users to exchange contact card information.

Abstract: Implementations described herein relate to methods, systems, and computer-readable media to label incoming phone calls. A method to label an incoming phone call includes detecting the incoming phone call associated with a caller identifier (ID), determining a location associated with the call, and analyzing a call header of the call to determine one or more call characteristics. The method further includes determining, based on the location and the call characteristics, if the location is spoofed and determining, based on the caller ID and the call characteristics, if an access network associated with the call is spoofed. The method further includes applying a trained machine learning model to determine whether the call is a robocall. The method further includes assigning a label to the call that indicates whether the call is a spoofed call or is the robocall and sending the label to a callee device associated with the call.

Abstract: A computer-implemented method related to routing incoming interactions of contact centers. The method may include: receiving initial data identifying a first incoming interaction that includes information disclosing at least an intent of the first incoming interaction; and performing a first subprocess to generate a personalized routing profile tailored to facilitate routing the first incoming interaction in accordance with preferences of a first customer. The first subprocess may include: accessing data from a database, the database including at least a first customer profile storing data relating to the first customer; based on the accessed data and the intent of the first incoming interaction, determining preferred agent characteristics data of the first customer for the first incoming interaction; and generating the personalized routing profile so to include the preferred agent characteristics data of the first customer.

Abstract: A recognition analysis processing unit (20) analyzes call voice information about a call between terminals, which are in a communicating state, specifies a language used in the call voice information, and stores the language as language information.

Abstract: Embodiments of the disclosure provide a method of processing messages received in an asynchronous communication system. In some embodiments, the method includes analyzing interactions on a digital communication channel, determining that the interactions have paused for an amount of time, analyzing content of the interactions to determine an estimate of the amount of time, updating a state of the agent to release the agent for the estimated amount of time, and setting a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

Abstract: A computerized method of routing customer interactions (call and chats) includes the following steps performed by a server computing device: creating a database with a document for every agent with a set of attributes identifying the types of customer interactions they service, receiving a set of call attributes associated with an incoming call; formulating a query of the call attributes against all agent profiles and returning a matching score for all available agents using Elastic Search; and routing the incoming call to a target agent with the highest score in the set of available agents, if there is at least one available agent; or a customer waiting queue, if there is no suitable agent achieving at least a minimum score.

Abstract: A processing system deployed in a telecommunication network may obtain data records including data associated with subscribers, cluster the subscribers into a plurality of clusters in accordance with the data, identify a first set of subscribers enrolled in automated clearing house (ACH) payment agreements, and identify a second set of subscribers not enrolled in ACH payment agreements, calculate distance measures for the second set of subscribers, where for each respective subscriber of the second set of subscribers, the distance measures include a respective distance measure of the respective subscriber to a feature centroid for a subset of the first set of subscribers in a same cluster as the respective subscriber, select a subset of the second set of subscribers based upon the plurality of distance measures for receiving an offer in an ACH payment agreement, and present communications to the subset of the second set of subscribers with the offer.

Abstract: An electronic communication method and system are disclosed. Exemplary methods include rating agent soft skills using an artificial intelligence (AI) module that continuously evaluates these skills, based on artifacts available from previous interactions with customers. The artifacts can be the voice recordings, chat transcripts, as well as Key Performance Indicators (KPIs) used for reporting. Once agents are rated, targeted soft skill-based routing is implemented for high priority calls or calls that are detected by a sentiment analyzer as requiring special attention. For training purposes, the system can be configured to route calls to agents with lower soft skills ratings during off hours. Completed calls may be used as further feedback to the AI module and the soft skill ratings acquired by the AI module may be added to an existing “hard skills” dataset for contact center call routing, to assist with continuous learning of soft skills as well as agent and supervisor training.

Abstract: This disclosure describes management of a contact center executing in a service provider network. The management may be performed by using one or more trained deep learning/machine learning (ML) models. The ML models may be trained using metrics and data gathered from the various services and systems in the service provider network used to implement the contact center. The trained models may be used for forecasting staffing needs, e.g., agents, for the contact center, scheduling agents, detecting anomalies with regard to customer traffic, e.g., received communications from customers, at the contact center, adherence of agents to the scheduling, and dynamically routing of received communications to appropriate agents (e.g., based on skills of the agent and other factors) for handling of the communications.

Abstract: A system for identifying the calling device used to place a call in to an enterprise call center. The system also provides information about the network path through which the call was delivered. The system uses active “pinging” in the audio channel during the first few seconds of the call. The device of the invention sends a special sequence of audio tones from the callee to the caller over the audio channel. The system then records and analyses the resulting incoming audio and compares them with the original tones. The system uses that information to characterize the calling device, and possibly the network path as well. The system checks this information against previously stored information from a known valid caller to aid in verifying the identity of the caller, or to flag the call for further assessment via other methods.