Abstract: Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queueing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

Abstract: The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.

Abstract: Users often have multiple resource (e.g., devices, accounts, authorizations, permissions, etc.) that utilize or leverage a credential that may become compromised. A stolen mobile device may allow unauthorized access to the device to make and receive calls and potentially expose other resources (e.g., emails, text messages, accounts, etc.). Maintaining all these accounts is cumbersome and error prone. Having a ledger indicating resources that are blocked is provided. Copies of the ledger are maintained by other entities and updates exchanged therebetween. As a result, parties can be quickly notified when a resource should be blocked, or unblocked, if blocking is no longer warranted.

Abstract: Embodiments of the disclosure provide for managing a change in contact information associated with that user and securing a customer history after the change in contact information associated with that user. Services within a peer-to-peer network can share a distributed secure ledger. This distributed secure ledger can comprise information associated contact information, such as a phone number, with a user and indicate its status as activated or deactivated. Once any member of the peer-to-peer network, such a telecommunications service provider, detects a change, e.g., a user obtaining a new cellphone number or relinquishing an old one, that peer can update the secure distributed ledger and notify the other members of the peer-to-peer network. In this way, all members can be informed and updated as the change occurs and can then take action to locally associate or disassociate that user with that contact information, archive any past customer records, etc.

Abstract: Communication networks comprise two or more nodes and a communication infrastructure facilitating communication therebetween. Systems and methods are provided that enable a message to be created in one network, by a first node, and endorsed by at least one second node, to allow a new network topology to be created whereby a third node may communicate individual, via manual and/or automated agents, with each of the first and second nodes, any one or more of the first and second nodes may utilize a different network and/or a different communication protocol.

Abstract: Placing calls in a non-disturbing manner that includes receiving, by a communication server from a caller endpoint device, a request to place a call to a called endpoint device, wherein the request comprises an indication that the called endpoint device is to be notified about the call in a non-disturbing manner. The communication server also receives from the caller endpoint device, a time period for which a user of the caller endpoint device is available to receive a callback from the called endpoint device, a context associated with the call. Then, the communication server can forward to the called endpoint device, the call, wherein the call includes the time period and the context associated with the call.

Abstract: A plurality of escalated communication sessions are received. The plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of contact center agents. A priority for the plurality of escalated communication sessions is determined based on one or more routing factors. In response to determining the priority of the plurality of escalated communication sessions, the plurality of escalated communication sessions are routed to a communication endpoint of a supervisor or a technical specialist based on the priority.

Abstract: Placing calls in a non-disturbing manner that includes receiving, by a communication server from a caller endpoint device, a request to place a call to a called endpoint device, wherein the request comprises an indication that the called endpoint device is to be notified about the call in a non-disturbing manner. The communication server also receives from the caller endpoint device, a time period for which a user of the caller endpoint device is available to receive a callback from the called endpoint device, a context associated with the call. Then, the communication server can forward to the called endpoint device, the call, wherein the call includes the time period and the context associated with the call.

Abstract: The technology disclosed herein enables agent selection based on a likelihood that a received communication will change modes. In a particular embodiment, a method provides receiving a communication in a first mode directed to the contact center from a first user system operated by a first user. The method further provides determining a first likelihood that, at a time after the communication is established with an agent system, the communication will change from the first mode to a second mode. Responsive to the first likelihood satisfying a threshold likelihood, the method provides identifying a first agent of the plurality of agents for handling the communication based on the first mode and the second mode and establishing the communication in the first mode between the first user system and a first agent system operated by the first agent.

Abstract: The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.

Abstract: Individuals often place calls on behalf of a group or collection of individuals. As provided herein, a caller may access or establish a group number to be presented to a callee. The callee then receives the call, such as by answering, caller identifier display, etc., and may wish to return the call. The callee then places a call to the group, rather than the individual who placed the call, which is then routed to members of the group. Any member of the group may then answer the call, thus avoiding issues associated with the originating caller being unavailable when any member of the group could address the purpose of the call. Additionally, status information may be automatically provided to allow group members to receive activity notification for calls to and/or from the group. For example, an indication that a call to an individual was placed on behalf of the group and, optionally, the status (e.g., answered, voicemail, etc.) of the call.

Abstract: Individuals often place calls on behalf of a group or collection of individuals. As provided herein, a caller may access or establish a group number to be presented to a callee. The callee then receives the call, such as by answering, caller identifier display, etc., and may wish to return the call. The callee then places a call to the group, rather than the individual who placed the call, which is then routed to members of the group. Any member of the group may then answer the call, thus avoiding issues associated with the originating caller being unavailable when any member of the group could address the purpose of the call. Additionally, status information may be automatically provided to allow group members to receive activity notification for calls to and/or from the group. For example, an indication that a call to an individual was placed on behalf of the group and, optionally, the status (e.g., answered, voicemail, etc.) of the call.

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Methods are provided that detect a communications channel loss in a communication between a customer and a resource of a contact center. The method determines when the communications channel loss occurred. When the communications loss occurs prior to an objective of the customer being resolved the method reserves an incoming communication route for the customer to call back and reach the same resource when the call back is made in a predetermined and limited amount of time.