Abstract: In one example, a server system interfaces with a plurality of remotely-situated client entities to provide data communications services. The system uses processing circuitry to access an archive of voice data indicative of transcribed audio conversations between a client station and another station participating via the data communications services. Archived voice data includes keywords associated with at least one intent or at least one topic of the transcribed audio conversations. The system identifies keywords and/or identified contexts in a message (e.g., text-based message) received by a text-based virtual assistant, and correlates the text-based message with at least one intent or at least one topic by matching keywords from the archive of digital voice data with the identified keywords from the text-based message. The system may automatically configure the virtual assistant associated with the remotely-situated client entity to address the received text-based message, based on the correlation.

Abstract: Exemplary aspects involve a data-communications apparatus or system communicate over a broadband network with a plurality of remotely-located data-communications circuits respectively associated with a plurality of remotely-situated client entities. The system includes data-communications platform (e.g., UC-CC) that processes incoming data-communication interactions including different types of digitally-represented communications among which are incoming call, and that is integrated with a memory circuit including a database of information sets. Each of the information sets includes experience data corresponding to past incoming data-communication interactions processed by the platform, and with aggregated and organized data based on data collected in previous incoming interactions.

Abstract: Certain aspects of the disclosure are directed to apparatuses and methods for analyzing digital voice data in a data-communication system. A specific aspect is directed to a data-communication apparatus that includes a data-communication server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services.

Abstract: Various example implementations are directed to circuits, apparatuses, and methods for providing virtual computing services. One example involves a set of computing servers communicatively coupled to the data storage device. The set of computer servers provide a respective virtual data center for each of a plurality of accounts, and the respective virtual data center for each account provides data-communications services specified in a respective settings file for the account. The virtual data center for at least one of the accounts includes a set of virtual desktops and a set of Cloud-based servers.

Abstract: Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.

Abstract: Exemplary aspects involve a data-communications apparatus or system communicate over a broadband network with a plurality of remotely-located data-communications circuits respectively associated with a plurality of remotely-situated client entities. The system includes data-communications platform (e.g., UC-CC) that processes incoming data-communication interactions including different types of digitally-represented communications among which are incoming call, and that is integrated with a memory circuit including a database of information sets. Each of the information sets includes experience data corresponding to past incoming data-communication interactions processed by the platform, and with aggregated and organized data based on data collected in previous incoming interactions.

Abstract: Certain aspects of the disclosure are directed to contact center management, using a data communications server. According to a specific example, the data communications server includes one or more computer processor circuits coupled to memory circuits and configured to interface with a plurality of remotely-situated client entities. The data communications server may be configured and arranged to monitor a plurality of communications placed to target recipients in a first communications-based campaign of a first client entity among the plurality of remotely-situated client entities, and to determine a disposition of each of the plurality of communications based at least on data received and relating to the plurality of communications.

Abstract: Certain aspects of the disclosure are directed to communication bridging among disparate platforms in a remote communications environment involving first and second chat rooms. According to a specific example, a communications system is configured to provide remote communications services including a communication bridging service and another type of data communications services, in the remote communications environment. In certain embodiments the system may provide or generate connectivity data, such as a uniform resource locator (URL), to facilitate formation of the communication bridge, and may identify chat room protocols associated with the first and second chat rooms. The system is further configured to translate chat messages using the specifications for the first and second chat room protocols, and transmit chat messages between the first chat room and the second chat room.

Abstract: In various examples, data communications are routed as calls by a set for servers, and the calls are processed in various ways including generating a set of data metrics including communications summary metrics which may related to communications event messages. At least one processing circuit is communicatively coupled to the server set which route incoming calls (e.g., for a plurality of agents in a communications/call center). The processing circuit is configured to receive communications event messages from the server set for communications routed by the server set, generate, during a communication to a first agent of the plurality of agents, a set of data metrics including communications summary metrics based on the communications event messages; and redirect, during the communication to the first agent, the communication to a second agent of the plurality of agents in response to the set of data metrics satisfying a set of criteria indicated in a policy.

Abstract: Certain aspects of the disclosure are directed to apparatuses and methods for analyzing customer-interaction metrics from digital voice data in a data-communication system. An example method includes accessing digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of a remotely-situated client entity, the digital voice data including keywords and speech characteristic parameters associated with outcomes of the transcribed audio conversations.

Abstract: A method and system for updating physical location data associated with a user data-communications endpoint device is implemented in a variety of embodiments. In one such embodiment, the endpoint device stores an identifier for a packet-communicating device which is subject to changing. The endpoint device has an interface for communication over the Internet via the packet-communicating device and uses a circuit-implemented method for prompting an update of physical location data associated with the endpoint device. In response to a communications connectivity-state transition and a change in the stored identifier, the endpoint device facilitates an update to the physical location data associated with the data-communications service.

Abstract: Certain aspects of the disclosure are directed to customization of a contact center, using a data communications server. According to a specific example, the data communications server includes circuitry configured and arranged to provide data communications services to a plurality of remotely-situated client entities. The data communications server further provides a user interface for each respective remotely-situated client entity, the user interface including a display of communications-based campaigns, interactive voice response (IVR) tools, and data analytics. Moreover, the data communications server provides a display on the user interface which may include selectable components to create for the associated remotely-situated client entity, a customized way for handling incoming data communications by the data communications server. Accordingly, the data communications server may handle communications for the associated remotely-situated client entity according to the provided customization.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device during a first time period can be retrieved from a plurality of interconnected data communications systems. The client station can be configured and arranged to interface with a data communications server providing data communications services on a subscription basis. Context information for each respective user-data communication between the client station and the participating station during the first time period can be aggregated, such that subsequent user-data communications received from the participating station and intended for the client entity, can be routed based on the aggregated context information.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, process user-data communications between a client station and another station participating in data communications via the data communications services can be processed, where the client station is associated with one of a plurality of client entities configured and arranged to interface with a data communications server providing data communications services. Context information can be aggregated for each respective user-data communication between the client station and the participating station, where the context information corresponds to at least one communications-specific characteristic associated with the user-data communications.

Abstract: A system includes a plurality of SIP servers that are configured and arranged to provide services for a respective set of endpoints. A monitor server having at least one processor circuit receives connectivity status of the respective set of endpoint devices based on registration status provided by the endpoints to the SIP servers. Based upon the received connectivity status, endpoints having connectivity problems are identified, and potential problem sources for the connectivity problems of the parsed endpoints are identified. A monitor device having at LAN interface circuit connected to the LAN and at least one processor circuit receives the command from the monitor server and performs a diagnostic test on the LAN. Results from the at least one diagnostic test are provided to the monitor server.

Abstract: Certain aspects of the disclosure are directed to routing data communications based on time zone. According to a specific example, a data-communications system for routing data communications based on time zone includes a communications routing circuit and a processing circuit. The communications routing circuit receives and routes data communications to a plurality of data communications stations and provides data communications services to remotely-situated client entities. For data communications routed for client entities in which a time zone routing feature is applied, the processing circuit determines a geographic location of the respective data communications station. The processing circuit then identifies a respective set of routing functions, based on a time zone of the geographic location, and routes the data communication based on the time zone, and according to the respective set of routing functions.

Abstract: Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, user-data communications between a client-specific endpoint device and the other participating endpoint device during a first time period can be retrieved from a plurality of interconnected data communications systems. The client station can be configured and arranged to interface with a data communications server providing data communications services on a subscription basis. Context information for each respective user-data communication between the client station and the participating station during the first time period can be aggregated, and operational statistics from network circuitry providing the user-data communications between the client station and the participating station can be retrieved.

Abstract: Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. As an example, one apparatus includes a first processing circuit communicatively coupled to an IPBX server. The IPBX server is configured to generate call event messages for the VoIP calls routed by the IPBX server. The first processing circuit is configured to generate call summary metrics from the call event messages. The call summary metrics and/or related data indicate respective sets of call data for participants of the calls routed by the IPBX server. A second processing circuit is configured to identify organizations associated with the participants of the calls. The second processing circuit aggregates the call related data to assess needs of the organization.

Abstract: Apparatus and methods concerning call routing are disclosed. In an example embodiment, a call alert message, indicative of the call answer options, is communicated from a data-communications server to the communication device, determined in response to receiving an incoming call for a communication device at the server. A selected option is received from the communication device. In response to the selected option indicating the first call answer option, the call is routed to the communication device as a call via a data network or in response to the selected option indicating the second call answer option, the call is routed to the communication device via a PSTN.

Abstract: Apparatuses and methods concerning routing and processing of calls in a server are disclosed, and involving a processing circuit communicatively coupled to a server that routes calls (e.g., data communications) for a plurality of end-users and generates call event messages for the routed calls. The processing circuit generates call summary data and evaluates the call summary data to identify a set of incoming calls to the server that were missed and have not been returned by the end-users. Certain of the calls are checked relative to a secondary data source and respective priorities for the set of incoming calls are ascribed for further processing, and some having a higher priority.