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 can be retrieved from a plurality of interconnected data communications systems. The client station can be configured to interface with a data communications server for providing such data communications services. Context information for each respective user-data communication between the client station and the participating station are aggregated, and operational statistics from network circuitry providing the user-data communications between the client station and the participating station are retrieved.

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 for: accessing an archive of digital voice data indicative of transcribed audio conversations respectively involving different client stations participating in data communications; correlating a text-based message received by a virtual assistant and associated with one of the different client entities, with at least one intent or at least one topic associated with the archived digital voice data; and automatically configuring the virtual assistant, based on the text-based message being correlated and via the data-processing computer circuitry, to address or otherwise process the received text-based message.

Abstract: In one example, a system includes a plurality of servers to provide data communication services for a respective set of endpoints. Computer circuit executes an algorithm to assess possible poor call quality sources based on types of call quality metrics are common a set of one or more parsed endpoints from among the set of endpoints, and this involves a diagnostic test involving the at least one of the certain parsed endpoints for assessment of the possible poor call quality sources, and generating data specific to the types of call quality metrics. In response, the data-processing computing circuit indicates one of the plurality of possible poor call quality sources as being more likely, than other of the plurality of possible poor call quality sources, to be causing the at least one data communications problem.

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: Apparatus and methods concerning routing of calls in client-configured set of servers, such as a web-server configured to host a switchboard interface are disclosed. As an example, one apparatus includes such a hosting web-server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled devices communicatively coupled to the web-server via a network. A user-activity detection circuit is communicatively coupled to the web-server. The user-activity detection circuit is configured to receive activity data indicating activity of end-users in a virtual office environment and receive event messages indicating statuses of pending calls in the web-server. The user-activity detection circuit determines user-activity statuses of the end-users based on received activity data and event messages. A computing server is to provide a set of services for one or more of the plurality of users as a function of the determined user-activity statuses of the end-user.

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: Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. As an example, one apparatus includes an IPBX server configured to route VOIP calls for a plurality of end-users having respective VoIP-enabled circuit devices communicatively coupled to the IPBX server via a communications network. A processing circuit is communicatively coupled to the IPBX server. The processing circuit is configured to receive call event messages corresponding to a plurality of end-users from the IPBX server and generate call models from the call event messages. The processing circuit also generates call summary metrics from the call models. In response to an input query, the processing circuit evaluates the call summary metrics for a parameter of interest specified in the input query to generate data for the parameter of interest.

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, tools for contact center communications (e.g., 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 data communications by the data communications server.

Abstract: A system includes Session-Initiation-Protocol (SIP) servers that provide services for a respective set of endpoints. A monitor server can receive connectivity status of the respective set of endpoints based on registration status provided by the endpoints to the SIP servers. Based upon the received connectivity status, endpoints having connectivity problems are parsed into one or more subgroups. Potential problem sources are identified for the connectivity problems of the parsed endpoints. For each of the subgroups, the monitor server determines whether the subgroup exceeds a corresponding trigger threshold. In response a corresponding trigger threshold being exceeded, an action profile specifying an entity is accessed. A notification is transmitted to the entity.

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: In one or more embodiments, an apparatus includes a set of servers configured to route calls to and from a plurality of devices over network paths. Each of the devices is respectively associated with one of a plurality of client accounts. A control circuit may be communicatively connected to the one or more servers and directs the servers to route calls for a client account according to a respective routing policy for the client account. The routing policy may indicate one or more routing algorithms for selecting paths of a network for routing each of the calls, and may also indicate a selection algorithm configured to, for each call, one of the set of routing algorithms based on a set of criteria such as date or time of the call.

Abstract: In one example, a communications system includes a unified communications server platform (UCP) and processing circuitry including a channel-communications management module. The unified communications platform is to process different types of communications services, for a data-communications service provider, respectively using different types of communications channels. The channel-communications management circuit (CCMC) manages in real-time communications involving the UCP and provides effective merging of two or more inbound data communications received via the different types of communications channels for effecting a streamlined-single communication channel via a graphic user interface (GUI) accessible to a user of the communications services.

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: Certain aspects of the disclosure are directed to communication bridging in a telecommunication system. According to a specific example, a data-communications service provider uses a data-communication server and a uniform resource locator (URL) generation circuit to form a communication bridge between a different disparate chat rooms. The URL generation circuit generates a URL associated with the communication bridge. Using the generated URL an assimilation and processing circuitry, chat messages may be received and conveys by using the server and respective communication protocols associated with the chat rooms, between participants of the chat rooms.

Abstract: In one example, a communications system includes a unified communications platform and a channel-communications management circuit. The unified communications platform is to process different types of communications services respectively using different types of communications channels. The channel-communications management circuit may be used to provide an effective merging of data communications received via the different types of communications services to develop an interaction record for a reply communication on a preferred channel and/or for use in a subsequently-received inbound data communication.

Abstract: In one example, a system includes a plurality of servers to provide data communication services for a respective set of endpoints. Computer circuit executes an algorithm to assess possible poor call quality sources based on types of call quality metrics are common a set of one or more parsed endpoints from among the set of endpoints, and this involves a diagnostic test involving the at least one of the certain parsed endpoints for assessment of the possible poor call quality sources, and generating data specific to the types of call quality metrics. In response, the data-processing computing circuit indicates one of the plurality of possible poor call quality sources as being more likely, than other of the plurality of possible poor call quality sources, to be causing the at least one data communications problem.

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.