Abstract: A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.

Abstract: A computer system may include logic configured to enable voice-enabled web pages. The logic may be configured to receive a request for a web page that includes Hypertext Markup Language (HTML) content and voice browser content from an HTML browser running on a user device; generate a co-browsing session identifier based on the received request; provide a response to the HTML browser, wherein the response includes the HTML content, the generated co-browsing session identifier, and an instruction to establish a Web Real-Time Communication (WebRTC) connection with an interactive voice response (IVR) system associated with the voice browser content; receive an indication from the IVR system that the WebRTC connection has been established for the co-browsing session identifier; and provide the voice browser content to a voice browser in the IVR system, in response to receiving the indication that the WebRTC connections has been established for the co-browsing session identifier.

Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.

Abstract: A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.

Abstract: A system and method for providing a setup timer in a SIP-based network including initiating a session by transmitting one or more messages to a first user. The system and method also comprises starting a first timer upon transmitting the one or more messages, wherein the first timer is configured to expire after a first predetermined time period. The system and method further comprises starting a second timer upon transmitting the one or more messages, wherein the second timer is configured to expire after a second predetermined time period. The system and method furthermore comprises transmitting one or more instructions upon expiration of at least one of the first timer and the second timer, and taking one or more actions based at least in part on the one or more instructions.

Abstract: A system may include a contact center services system configured to receive a Web Real-Time Communication (WebRTC) call from a WebRTC caller device, and a WebRTC device configured to provide, to a customer web server, a control action application programming interface used to perform control actions for WebRTC calls in the contact center services system. The WebRTC device may be configured to receive an instruction to perform a control action for a WebRTC call from the customer web server via a WebRTC access server and forward the instruction to the contact center services system. The contact center services system may be configured to retrieve a Uniform Resource Identifier (URI) from the received instruction, identify that the WebRTC call is associated with the control action based on the retrieved URI, and execute the control action on the identified WebRTC call based on the instruction.

Abstract: A device may process a call, receive a request to forward the call at a call extension point, obtain information about parked calls from a queue that stores information associated with the parked calls, determine whether the call may be parked or forwarded to a terminating device based on the information, park the call at the call extension point when it is determined that the call may not be forwarded, and forward the call to the terminating device when it is determined that the call may be forwarded.

Abstract: A computer system may include logic configured to enable voice-enabled web pages. The logic may be configured to receive a request for a web page that includes Hypertext Markup Language (HTML) content and voice browser content from an HTML browser running on a user device; generate a co-browsing session identifier based on the received request; provide a response to the HTML browser, wherein the response includes the HTML content, the generated co-browsing session identifier, and an instruction to establish a Web Real-Time Communication (WebRTC) connection with an interactive voice response (IVR) system associated with the voice browser content; receive an indication from the IVR system that the WebRTC connection has been established for the co-browsing session identifier; and provide the voice browser content to a voice browser in the IVR system, in response to receiving the indication that the WebRTC connections has been established for the co-browsing session identifier.

Abstract: A system may include a failed route avoidance device. The failed route avoidance device may receive a notification that a record, of a call that failed to be extended to a contact agent in a customer network, is inserted into a failed call list; determine whether an identifier for the contact agent associated with the call is to be placed in an avoidance list based on a response code that a network element sends, to a call router that received the call, when the a connection from the call at the call router to the contact agent fails to be established; generate an avoidance record when the failed route avoidance device determines that the identifier for the contact agent is to be placed in the avoidance list; and send the avoidance record to a configuration device that inserts the avoidance record into the avoidance list.

Abstract: A computing device may establish a communication session with a user equipment device (UE). The computing device may interact with the UE via interactive voice response (IVR) services and enable a first portion of the communication session to be recorded using a first recording mode. The computing device may out-dial a second portion of the communication session and enable a second portion of the communication session to be recorded using a second recording mode. A recording mode may include recording a portion of a communication session locally, streaming a portion of the communication session to a recording system, or out-dialing a portion of the communication session to enable a communication session tap to be placed on the out-dialed portion of the communication session.

Abstract: A system may include a contact center services system configured to receive a Web Real-Time Communication (WebRTC) call from a WebRTC caller device, and a WebRTC device configured to provide, to a customer web server, a control action application programming interface used to perform control actions for WebRTC calls in the contact center services system. The WebRTC device may be configured to receive an instruction to perform a control action for a WebRTC call from the customer web server via a WebRTC access server and forward the instruction to the contact center services system. The contact center services system may be configured to retrieve a Uniform Resource Identifier (URI) from the received instruction, identify that the WebRTC call is associated with the control action based on the retrieved URI, and execute the control action on the identified WebRTC call based on the instruction.

Abstract: A system may include a contact center services system configured to connect a Web Real-Time Communication (WebRTC) call to a first contact center agent and a server device configured to provide a first interface to the first contact center agent; receive a transfer request from the first contact center agent via the first interface; and send an instruction, to the contact center services system, to transfer the WebRTC call to a second contact center agent, in response to receiving the transfer request. The contact center services system may connect the WebRTC call with the second contact center agent based on the received instruction and may provide, to the server device, an indication that the connection with the second contact center agent has been made. The server device may provide a second agent interface to the second contact center agent, in response to receiving the indication.

Abstract: A system may include a Web Real-Time Communication (WebRTC) backend server configured to receive a request for a Uniform Resource Identifier (URI) for a WebRTC call session requested by a browser application and generate the URI for the WebRTC call session; and a validation proxy configured to receive the URI from a WebRTC gateway and validate the URI with the WebRTC backend server. The WebRTC backend server may be receive a request to validate the URI from the validation proxy, determine whether the URI corresponds to a valid URI, and send a validation message to the validation proxy, if the received URI is valid. The validation proxy may generate a Session Initiation Protocol (SIP) message based on the received validation message and send the generated SIP message to a contact center services system to initiate a real-time call between the contact center services system and the browser application.

Abstract: A method may include receiving, by a computing device, a communication session invitation from a user device and determining, by the computing device, whether a communication session, corresponding to the communication session invitation, is to be recorded. The method may also include, when the communication session is to be recorded, identifying, by the computing device, a record mode, corresponding to the communication session, from a group of record modes. The method may further include establishing, by the computing device, recording services corresponding to the record mode, and establishing, by the computing device, the communication session with the user device. The method may also include, when the communication session is not to be recorded, establishing, by the computing device, the communication session with the user device.

Abstract: A computing device may receive a record order from a client device. The record order may include recording instructions for a communication session involving an interactive voice response recording system. The computing device may provide the record order to the interactive voice response recording system and, in response to providing the record order to the interactive voice response recording system, receive record metadata corresponding to the communication session and store the record metadata locally. The record metadata may include a storage location of record data corresponding to the communication session, and the record data may include a recording of the communication session.

Abstract: A method for processing a call is provided. The method includes receiving an inbound call leg via a network device. The inbound call leg is processed using an interactive voice response (IVR) device, and an outbound call leg is generated based on processing the inbound call leg. The outbound call leg is made available to the network device. The inbound call leg and the outbound call leg are handed off from the IVR device to the network device.

Abstract: A method may include receiving a call having call data, determining that the call data cannot be forwarded along a call path, assigning an identifier to the call data, forwarding the call along the call path without the call data, and storing the call data and the identifier at a device outside the call path.

Abstract: A system may include a failed route avoidance device. The failed route avoidance device may receive a notification that a record, of a call that failed to be extended to a contact agent in a customer network, is inserted into a failed call list; determine whether an identifier for the contact agent associated with the call is to be placed in an avoidance list based on a response code that a network element sends, to a call router that received the call, when the a connection from the call at the call router to the contact agent fails to be established; generate an avoidance record when the failed route avoidance device determines that the identifier for the contact agent is to be placed in the avoidance list; and send the avoidance record to a configuration device that inserts the avoidance record into the avoidance list.

Abstract: A method may include receiving, by a computing device, a communication session invitation from a user device and determining, by the computing device, whether a communication session, corresponding to the communication session invitation, is to be recorded. The method may also include, when the communication session is to be recorded, identifying, by the computing device, a record mode, corresponding to the communication session, from a group of record modes. The method may further include establishing, by the computing device, recording services corresponding to the record mode, and establishing, by the computing device, the communication session with the user device. The method may also include, when the communication session is not to be recorded, establishing, by the computing device, the communication session with the user device.

Abstract: A computing device may establish a communication session with a user equipment device (UE). The computing device may interact with the UE via interactive voice response (IVR) services and enable a first portion of the communication session to be recorded using a first recording mode. The computing device may out-dial a second portion of the communication session and enable a second portion of the communication session to be recorded using a second recording mode. A recording mode may include recording a portion of a communication session locally, streaming a portion of the communication session to a recording system, or out-dialing a portion of the communication session to enable a communication session tap to be placed on the out-dialed portion of the communication session.