Abstract: In an example embodiment, a method includes determining an attitudinal negativity score associated with a contact center agent, among a plurality of contact center agents, based on an interaction between the contact center agent and a user during a communication session, receiving data associated with an incoming user communication, determining a user ease score associated with the incoming user communication based on the data, and blocking routing of the incoming user communication to the contact center agent based on the attitudinal negativity score being above a first threshold score and the user ease score being below a second threshold score.

Abstract: In one embodiment, a method includes automatically detecting occurrence of an event at an endpoint that suggests checking whether a public safety answering point (PSAP) currently associated with the endpoint is correctly associated with the endpoint. The method further includes, in response to the occurrence of the event, automatically prompting through the endpoint a user to provide input indicating whether data identifying a current location of the endpoint is correct. The method further includes receiving input from the user through the endpoint indicating whether the data is correct and, if the input from the user indicates that the data is not correct, automatically initiating an update of the data to correctly identify the current location of the endpoint.

Abstract: In one embodiment, a first endpoint initiates a voice communication with an undetermined second endpoint. A second endpoint is selected that is within a predetermined proximity of a location and voice communication between the first s endpoint and the second endpoint is initiated. The second endpoint may be selected based on preset conditions, such as for example a buddy list definition.