Abstract: A computing device is described that accepts, a telephone call, from another device, initiated by a caller. Prior to establishing a telephone user interface that receives spoken input from the user and outputs spoken audio from the caller, the computing device executes a call screening service that outputs an audio user interface, to the other device and as part of the telephone call. The audio user interface interrogates the caller for additional information including a purpose of the telephone call, which allows the user to have more context of the telephone call before deciding whether to accept the call or hang up. The computing device outputs a graphical user interface associated with telephone call. The graphical user interface includes an indication of the additional information obtained via the audio user interface that interrogates the caller.

Abstract: A mobile application for a wireless handheld computing device, such as a smartphone, is disclosed in combination with a communication link establishment and management system. Systems and methods are disclosed for calling desired contacts using a smartphone that can take advantage of the power and efficiency of agent-assisted dialing provided by the communication link establishment and management system. The systems and methods automatically integrate with a customer relationship management (CRM) system connected to the communication link establishment and management system.

Abstract: One example method may include identifying a call notification of a call intended for a mobile device, retrieving call data having a code object identifier with the call notification, forwarding the call data with a code object to the mobile device based on the code object identifier prior to forwarding the call, and forwarding the call to the mobile device.

Abstract: A system (or architecture) for facilitating dental or other health care provider services, associated tasks and automated functionalities is provided as an integrated platform including an integrated combination of: a smart Interactive Voice Response (IVR) system, an automated front desk, a voice assisted integrated practice management system (PMS), automated billing and compliance, custom doctor portals, and automated reporting. The integrated platform is configured to provide a personal assistant who manages tasks and tracks patient records and/or is configured to limit or remove redundant software systems. The system includes or utilizes a Customer Relationship Management (CRM) system/software which is configured as the central hub of all information in and out of all interfaces or customer touch points.

Abstract: A method for handling contact center teleservices in voice and/or data through a plurality of mobile devices, such as smartphones, is disclosed. The invention is directed to a novel concept named “Event” in which any interaction between a customer and a call center platform via voice or data is uniquely identified. This concept introduces a functionality into the Cloud-Implemented Intelligent ACD making it able to identify each call or contact with a “tag” that is later used to manage all possible future interactions between the customers and the agents by linking them under the Agent Mobile Platform, while adding the capability to maintain open the communication originally established between a customer and an agent in the case of any communication interruption, either involuntary or voluntary, thus making the C-I IACD able to route the contact once the communication is reestablished or when the customer calls the contact center platform back again.

Abstract: A system and method for providing call sessions between personal communication devices (PCDs) of sender users and recipient users are described. The system includes one or more voice communication domains (VCDs) interacting with each other, and a cross-domain coordinator configured to coordinate interaction between the voice communication domains over the Global Communication Network. Each VCD includes PCDs associated with the corresponding users, and a voice communication server (VCS) deployed within the voice communication domain. The VCS is configured to control operation of the PCDs verbally by user voice commands, and to provide call sessions between a sender user and a recipient user within the same voice communication domain and between the users of different voice communication domains.

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 method and system are disclosed for enabling a telephone call to be made an actionable object and enabling that actionable object to be updated. The user device may have a graphical user interface on which the phone call is presented as an actionable object. The user device may be the same device (e.g. a smartphone) on which the call was made and/or may be a separate device (e.g. a desktop or laptop or tablet computer or the like). The data received by the computer apparatus may be for example one or more of start time of the call, end time of the call, duration of the call, telephone number of the third party, location of the user and call disposition.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for indicating callers for incoming voice calls to a shared device among multiple users. The methods, systems, and apparatus include actions receiving an incoming voice call, determining a calling number and a called number from the incoming voice call, identifying a user account that corresponds to the called number, determining a contact name for the calling number based on contact entries for the user account, and providing the audible contact name for output to the device speaker.

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: A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

Abstract: A method, computer system, and a computer program product for automated urgency detection is provided. The present invention may include capturing at least one caller parameter. The present invention may include determining whether an incoming call is urgent. The present invention may include conveying a determined urgency to a receiver of the incoming call.

Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.

Abstract: A telephone advertisement system acquires, in response to receiving a telephone talk request from a caller to a callee, callee information indicating a callee from a caller terminal device of the caller. The telephone advertisement system acquires, based on the acquired callee information, advertisement content associated with a condition corresponding to an attribute of the callee among a plurality of pieces of advertisement content, each of the plurality of piece of advertisement content associated with a condition of a person to whom respective advertisement content is presented, the condition of the person stored in a predetermined storage. The telephone advertisement system transmits the acquired advertisement content to the caller terminal device to cause the caller terminal device to present the advertisement content within an invitation period during which the callee is being invited to answer an incoming call.

Abstract: A message processing method, applied to a terminal device including a modem, includes: monitoring a running state of the modem, and restarting the modem when it is monitored that the modem crashes; and maintaining a communication connection state, and prohibiting notification of a modem crash message to a user. By maintaining a normal communication state after the modem crashes, it is ensured that the user continues to use the various services of the terminal normally to avoid the interruption of the ongoing business of the user; and the terminal resumes normal operation after the modem is restarted, and the user does not perceive that the modem has ever crashed, thereby maintaining the experience of using the terminal normally all the time.

Abstract: A first SBC establishes a first media session between a transferor and a transferee. A second SBC establishes a second media session between the transferor and a transfer target. The first SBC receives a REFER message initiated by the transferor and determines that a dialog ID in the REFER message does not correspond to a media session currently being handled by the first SBC. The first SBC sends a SIP INVITE message to a plurality of SBCs, including the second SBC, that are in a load sharing group with the first SBC. The SIP INVITE message includes the dialog ID associated with the second media session, which triggers the second SBC to re-use the second media session to establish a media session between the transferee and the transfer target.

Abstract: An originating user equipment may generate a request to utilize a service that links over-the-top content with a voice call, and may provide the request to an entitlement server of a core network associated with the originating user equipment. The originating user equipment may receive, from the entitlement server, information verifying entitlement of the originating user equipment for the service. The information may include a tag identifying the service. The originating user equipment may provide an invite message, with the tag, to a terminating user equipment and may establish the voice call with the terminating user equipment based on providing the invite message and via an Internet protocol multimedia subsystem (IMS) network and the core network. The originating user equipment may establish, concurrently with the voice call, a connection for the over-the-top content with the terminating user equipment via a data network and the core network.