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: A method and system provide for receiving the first request to generate a pipeline flow, identifying a user account based on the first request, associating the pipeline flow with the user account, receiving a second request to process an action associated with the user account, and processing the action including applying the pipeline flow to select the component configuration based on the parameter.

Abstract: A method and system provide for detecting an incoming call that invokes a first application in a communication session; detecting an indication that a second application is to be invoked by the first application in the communication session; generating an outgoing internal communication leg to handle an invocation of the second application; identifying that a parameter is generated during execution of the first application; and passing the parameter to the second application via the outgoing internal communication leg.

Abstract: Methods, systems, and computer programs are presented for lowering network latency for cloud-based services. Service-delivery edge locations allow customers to improve communication-providers public and private network connectivity for improved performance. One method includes operations for performing, by an edge server, a handshake to establish a communication session between a client and a main server, and for exchanging data between the client and the main server via the edge server. The handshake includes exchanging, by the edge server, communication initiation messages with the client, and validating, by the edge server, authentication credentials for the communication session based on the communication initiation messages.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for standard compliant collection of sensitive data during a communication session. A standard compliant data collection system is used to provide the standard compliant collection of sensitive data. For example, in response to receiving an indication that a user is to provide sensitive data during an active communication session between the user and an agent, a standard compliant data collection mode is invoked. As a result, communication within the active communication session is routed between the user and the standard compliant data collection system via a secure connection, during which sensitive data is collected in a standard compliant manner. Once collection of the user's sensitive data has been completed, the standard compliant data collection mode is ended, and communication within the active communication session is routed between the user and the agent.

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: Disclosed are systems, methods, and non-transitory computer-readable media for standard compliant collection of sensitive data during a communication session. A standard compliant data collection system is used to provide the standard compliant collection of sensitive data. For example, in response to receiving an indication that a user is to provide sensitive data during an active communication session between the user and an agent, a standard compliant data collection mode is invoked. As a result, communication within the active communication session is routed between the user and the standard compliant data collection system via a secure connection, during which sensitive data is collected in a standard compliant manner. Once collection of the user's sensitive data has been completed, the standard compliant data collection mode is ended, and communication within the active communication session is routed between the user and the agent.

Abstract: Methods, systems, and computer programs are presented for lowering network latency for cloud-based services. Service-delivery edge locations allow customers to improve communication-providers public and private network connectivity for improved performance. One method includes operations for performing, by an edge server, a handshake to establish a communication session between a client and a main server, and for exchanging data between the client and the main server via the edge server. The handshake includes exchanging, by the edge server, communication initiation messages with the client, and validating, by the edge server, authentication credentials for the communication session based on the communication initiation messages.

Abstract: Methods, systems, and computer programs are presented for lowering network latency for cloud-based services. Service-delivery edge locations allow customers to improve communication-providers public and private network connectivity for improved performance. One method includes operations for performing, by an edge server, a handshake to establish a communication session between a client and a main server, and for exchanging data between the client and the main server via the edge server. The handshake includes exchanging, by the edge server, communication initiation messages with the client, and validating, by the edge server, authentication credentials for the communication session based on the communication initiation messages.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for a programmable voice extension framework. A voice extension framework allows customers to develop and implement voice extensions that extend a base set of features and functionality provided by a cloud-based communication platform. The voice extension framework provides a standardized voice extension Application Programming Interface (API) that can be used to develop the voice extensions. Once developed, the voice extension (e.g., piece of software) is added to an extension repository maintained by the cloud-based communication platform, where it may be invoked (e.g., called) to provide the additional feature or functionality. For example, the voice extension may be invoked through use of an extension name designated to the voice extension.

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for standard compliant collection of sensitive data during a communication session. A standard compliant data collection system is used to provide the standard compliant collection of sensitive data. For example, in response to receiving an indication that a user is to provide sensitive data during an active communication session between the user and an agent, a standard compliant data collection mode is invoked. As a result, communication within the active communication session is routed between the user and the standard compliant data collection system via a secure connection, during which sensitive data is collected in a standard compliant manner. Once collection of the user's sensitive data has been completed, the standard compliant data collection mode is ended, and communication within the active communication session is routed between the user and the agent.