Abstract: A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

Abstract: Audio processing is provided to determine whether an audio issue is present within a multi-participant communication system such as a teleconference or videoconference bridge or a trunk dispatch system. Audio issues such as background noise, background conversations, or other unwanted audio that is being interjected into the multi-participant conversation and that may be dominating the audio are detected by measuring characteristics of audio samples taken from the communication ports of the multi-participant communication system. A correction may then be applied to the audio received through the communication port by a processor of the multi-participant communication system without intervention by an administrator, such as by muting the port, applying a noise cancellation to audio from the port, or time-shifting the audio from the port.

Abstract: In one implementation an apparatus is provided, comprising a processor and a memory, the memory storing instructions that when executed by the processor cause the processor to access a pre-designed graphical user interface (GUI) framework, load into the GUI, first party and third party call controls, load into the GUI, representations of telephony objects, load into the GUI, at least one interactive link to one or more scripting tools, load into the GUI, a interactive user control panel, load into the GUI, a digital tone detector, display the GUI on a computing appliance monitor, and display current call state for one or more call connection types.

Abstract: A system for automatically scheduling contact center agents using real-time analytics, comprising an analytics server that receives and analyzes interaction information, a scheduling server that produces scheduling events based on the analysis, and a queuing server that modifies a current state of agent workstations based on the scheduling events, and a method for system for automatically scheduling contact center agents using real-time analytics.

Abstract: A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the communication to the queue, transferring control logic to the configured wait-state application; receiving a dequeue request initiated by a second entity; in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue.

Abstract: An automatic call blocking and routing system. The system includes input and output ports, a telephone line interface and an off-hook circuit in communication with the input port, an output port, a switch in communication with the input and output ports, memory, a user-operable control, and a microprocessor responsive to the user-operable control to store in the memory data indicative of blocked callers. The microprocessor is responsive to an incoming call to compare the stored data with caller ID data in the incoming call. If the caller ID data matches a blocked caller, the microprocessor blocks the call by causing the off-hook circuit to send an off-hook signal to the input port, waiting a predefined interval of time, and then causing the off-hook circuit to send an on-hook signal to the input port.

Abstract: In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. The data processing system compares an amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.

Abstract: A mechanism is provided for detection of a spear-phishing phone call. Responsive to an individual receiving a phone call, a determination is made as to whether the phone call has one or more identifiable traits from a set of identifiable traits that are identified as being associated with spear-phishing. Responsive to identifying that the phone call has one or more identifiable traits from the set of identifiable traits that are identified as being associated with spear-phishing, an associated weighted risk value for each of the identified traits associated with the phone call is identified from the set of identifiable traits. A total risk value is calculated using each weighted risk value associated with each identified trait associated with the phone call. Responsive to the total risk value exceeding a predetermined risk value, the individual is notified of the total risk value to enable the individual to take an appropriate action based on the total risk value.

Abstract: An automated method for determining the validity of an incoming phone call including receiving an incoming phone call, activating a controller in response to receipt of the incoming phone call, wherein the controller generates a multi-digit code in response to the receipt of the incoming call, outputs an audible version of the multi-digit code to a caller for the incoming call, requests the caller to input the multi-digit code, compares the multi-digit code with a caller input, determines the call is invalid in response to a mismatch between the multi-digit code and the caller input, and terminates the phone call.

Abstract: A call monitoring and debugging tool is disclosed that allows a developer to test an interactive voice response (“IVR”) application comprising a plurality of menu modules. The developer can initiate a call to the IVR and is presented on a computer display a set of variable identifies and corresponding values used by the IVR application in real time. The developer can view a graphical representation of a subset of the plurality of menu modules and view a representation of the navigation of the caller through the IVR application. The developer can also view a current set of variable identifiers used by the IVR and their corresponding values in real time. Finally, the developer can invoke one of several navigation control functions to force navigation of the call in the IVR application, including forcing the call to a previously encountered menu module.

Abstract: A method and apparatus for a computer-implemented technique for maximizing customer satisfaction and first call resolution, including converting telephone calls into online chats, while minimizing cost is provided. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer's wait time are also provided.

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: 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: A telephone device includes a short-distance wireless communication unit that performs wireless communication of data with a mobile-phone, and a speaker from which audio data is output, in which a music playback function of the mobile-phone can be remotely operated from a place that is a distance away from the mobile-phone, and in which music playback is stopped by switching a radio resource to that for a telephone call and a smooth transition to a telephone call state can take place automatically without performing a playback stopping operation in a case where a mobile-destined call arrival or mobile-originated call-placing takes place while the music playback is in progress.

Abstract: Embodiments provide a system and method for integrating a cognitive system into a call center.

Abstract: Methods and arrangements for according multiple input media to a voice-based application. A voice application is accessed and a voice application template which supports a voice input mode is selected. At least one voice application template which supports at least one input mode other than voice and telephone touch tone is also selected, and a capability is accorded to selectively access the voice application via the voice input mode and the at least one input mode other than voice and telephone touch tone.

Abstract: A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.

Abstract: An information managing system for managing contact center information is disclosed. The information managing system includes a plurality of receivers for receiving information from at least one data collector. The information managing system further includes a plurality of databases for storing the information received from the at least one data collector. The information managing system further includes a report generator comprising a user interface for receiving a plurality of search queries from a plurality of users. The information managing system further includes a database interface layer for performing one or more lookups on the plurality of databases based on the plurality of search queries received from the plurality of users, wherein results of the one or more lookups are displayed on the user interface of the report generator.

Abstract: Agencies issue multiple devices to personnel for maintaining distinct identities over the course of assigned investigations. To provide flexible capabilities to agencies, a phone is converted for use with multiple attached telephone numbers. Accordingly, a single phone may be used to manage multiple identities over the course of one or more investigations. Using a multiple attached number, a given device can place and receive calls over the network to and from contacts. In addition to providing multiple attached numbers, calls using the multiple attached numbers may be monitored live and recorded to establish evidence.

Abstract: Customer service and/or care providers generally have multiple communications channels (i.e., modes of communications, such as an Internet webpage, live agent telephones, Interactive Voice Response (IVR) system) of communication with which a customer may interact with the customer service provider. Currently, customers must select the communications channel by guessing which communications channel would best accommodate the customer's purpose/need for communicating with the customer service provider. In some scenarios, the customer may select the wrong communications channel because the selected channel is not able to service the customer's need. In another scenario, the customer may select a channel that is more cumbersome to service the customer's particular need than another channel of the customer service provider.