Abstract: Exemplary embodiments of the present disclosure are directed towards a system for monitoring telephony communications in real time, comprising: first user communication devices and second user communication devices are connected to a first provider communication device and a second provider communication device.

Abstract: Exemplary embodiments of the present disclosure are directed towards a system for monitoring telephony communications in real time, comprising: first user communication devices and second user communication devices are connected to a first provider communication device and a second provider communication device.

Abstract: Aspects of the present disclosure provide a system and method in which allocation and management of shared virtual numbers is achieved. In an embodiment, a request is received from an external server, over a network, for allocation and de-allocation of virtual numbers among agents and customers. Thereafter, a first virtual number is allocated and mapped between a first agent and a first customer, and the same first virtual number is also allocated and mapped between a second agent and a second customer. Such allocation and mapping enables communication between corresponding agents and customers. In addition to the allocation, a number may also be de-allocated. For example, the first virtual number mapping between the first agent and first customer can be de-allocated, thereby deactivating the first virtual number for a predetermined time, during which time the first virtual number is not allocated to another combination of a customer and an agent.