Abstract: Systems and methods simulate call centers networks and call loads to test load balancing and routing. The simulation can be used for generating, using a load balancer, a call score for the one or more calls based on the call information and selecting, using the load balancer, one of the simulated call centers as a selected call center based on the call score and the respective response entity profile.

Abstract: Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Abstract: Novel tools and techniques are provided for implementing application programming interface (“API”)-based concurrent call path (“CCP”) provisioning. In various embodiments, in response to receiving a CCP provisioning request, a computing system may determine whether such a request would affect a set of trunk groups assigned to a customer based at least in part on network utilization data. If not, the computing system may cause the nodes in the network to increase or decrease, in near-real-time, the number of CCPs in at least one trunk group assigned to the customer based on the CCP provisioning request. If so, the computing system may cause the nodes in the network to increase or decrease, in near-real-time, the number of trunk groups assigned to the customer and may cause the nodes in the network to increase or decrease, in near-real-time, the number of CCPs in the updated number of trunk groups.

Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.

Abstract: Systems and methods for establishing call connection in response to user action, the method including receiving a first user action from a user associated with making a call connection, wherein the first user action comprises any of copying at least part of a phone number, pasting at least part of the phone number, or inputting at least part of the phone number. The method also includes determining one or more call recipients based on the first user action. The method also includes establishing one or more silent call connections based on the determined one or more call recipients, wherein each of the one or more silent call connections comprises a call connection with a predetermined parameter so that there are no incoming call indicators on one or more devices associated with the one or more call recipients.

Abstract: An agent queuing system implemented without relying on a private branch exchange. The queuing system can be cloud-based and routes calls to agents, for example, through a first-in/first-out (FIFO) queue. Clients are assigned a unique number that identify one or more queues. When a call is received, a database maintains the unique number that was called and the associated company information is retrieved, along with any queues allocated for their company. A call is placed to the next available agent from the selected queue. A recording is played to the agent identifying the queue the call is arriving from and the agent is prompted to accept the call. If the call is accepted, the agent is taken out of the available agent pool for the duration of the call. The call can be routed without exposing the phone numbers of the caller or agent involved in the call.

Abstract: An example operation may include one or more of receiving a data file comprising a list of interactive voice response (IVR) prompts, identifying a set of IVR prompts within the received data file that are included within a common sequence, assembling text content from each IVR prompt in the set of IVR prompts within the common sequence into a string of text content, and modifying the data file to include the assembled string of text content within a field of the modified data file.

Abstract: A conference system includes a conversation state determiner that determines whether or not the state of first and second users is a direct conversation state in which direct conversation is possible without using a speech system, and an output controller that controls whether or not to cause the speech system to output a first acquired voice from a second speaker, based on the determination result of the conversation state determiner.

Abstract: The present disclosure is generally related to integrating asynchronous text based and voice based communication between users on desktop and mobile devices with synchronous modes of communication, such as video or audio conferencing. More particularly, additional notifications, commands, and services may be provided to aid users to smoothly transition between different modes of operation, to adapt to varying conditions, and to reduce distraction caused by notifications.

Abstract: Techniques for data matching in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for data matching in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, an interaction event time associated with a historical contact interaction; determining, by the at least one computer processor, an outcome event time associated with a historical contact interaction outcome; analyzing, by the at least one computer processor, the interaction event time and the outcome event time to determine a correlation; and matching, by the at least one computer processor, the historical contact interaction with the historical contact interaction outcome based on the correlation.

Abstract: Disclosed are a call control method and apparatus, and a storage medium and a terminal device. The call control method comprises: receiving a call access request, the call access request carrying a user identifier of an incoming call user; obtaining the current operation mode of a terminal device according to the call access request; determining whether the operation mode is a night mode or not; and if yes, controlling the terminal device to perform call connection according to a preset white list and the user identifier.

Abstract: Methods and systems are described for authenticating calls. An example method may comprise receiving a message indicative of a call request. Header data associated with the message may be analyzed to determine an attestation value. A signature may be generated based on the attestation value. A signed message comprising the signature and at least a portion of the message may be sent.

Abstract: Systems and methods for limiting volume in an audio playback device using a feedback controller are disclosed herein. In one example, a gain stage modulates gain of an audio signal based in part on feedback from a downstream limiter. The gain stage receives a first audio signal as well as a feedback signal from the feedback controller. Based at least in part on the feedback signal from the feedback controller, the gain stage modulates a gain of the first audio signal to provide a second audio signal. The second audio signal is delivered to the limiter, which limits the second audio signal to produce an output signal. The output signal is played back via a transducer. The feedback controller receives a gain reduction value from the limiter and determines a feedback signal to provide to the gain stage upstream of the limiter.

Abstract: One example method of operation may include receiving an access request from a user device, creating a current queue position status of a user profile associated with the user device based on one or more known status identifiers associated with the user device, assigning the user profile to a sub-queue and a specified time slot of a queue, managed by a computing node, among various other user profiles stored in the queue, and initiating a communication session to the user device at a specific time.

Abstract: Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.

Abstract: Methods and apparatuses for managing spoofed calls to a mobile device are described, in which the mobile device receives a call transmitted over a cellular or mobile network. The call may include a set of information associated with the network, such as a geological location of a device that generated the call, a hardware device identifier corresponding to the device, an internet protocol (IP) address associated with the device, or a combination thereof. The mobile device may determine whether the call is spoofed or genuine based on the set of information. Subsequently, the mobile device may assist a user of the mobile device to manage the call, such as blocking the call from reaching the user, informing the user that the call is spoofed, facilitating the user to report the call as spoofed to an authority and/or a service provider of the network.

Abstract: Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.

Abstract: Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking contact center system performance comprising cycling, by at least one computer processor configured to perform contact center operations, between a first contact-agent pairing strategy and a second contact-agent pairing strategy for pairing contacts with agents in the contact center system; determining an agent-utilization bias in the first contact-agent pairing strategy comprising a difference between a first agent utilization of the first contact-agent pairing strategy and a balanced agent utilization; and determining a relative performance of the second contact-agent pairing strategy compared to the first contact-agent pairing strategy based on the agent-utilization bias in the first contact-agent pairing strategy.

Abstract: A call handler is configured to originate calls using records stored in a contact list by using various campaign call data comprising a set of calling party numbers or “ANIs” that are to be used when originating calls. Each ANI is associated with a status, which reflects whether a terminating voice service provider has blocked a prior call using that ANI. The call handler is configured to recognize when a call is blocked by examining SIP protocol-based error codes and/or intercept announcements provided by the carrier when the call is blocked. Upon detecting the call is blocked, the call handler will update the status of that ANI and select another ANI value from the campaign call data to use for subsequent call originations of that campaign. A set of ANIs that a carrier has blocked may be stored to facilitate subsequent redress with that carrier.

Abstract: Systems, devices, and methods are described herein for managing communications between a user and a third-party such that the confidentiality of the user's contact information is maintained. In some embodiments, the user may indicate interest in establishing contact with a third-party. In response, a service provider computer may obtain the user's contact information and transmit data different from that contact information to the third-party. Later, when the third-party wishes to establish contact, it may provide the data to the service provider computer. If the data received matches the data provided previously, the service provider computer may establish a communications channel between the user and the third-party. Establishing the communications channel may include forwarding a telephone call, merging multiple telephone calls, forwarding an email, or the like. Utilizing the techniques discussed herein, the confidentiality of the user's contact information may be maintained.