Abstract: The present disclosure relates generally to facilitating two-way communications. One example involves receiving a hold indication associated with a hold status for the two-way voice communication session, and executing a hold bot for the communication session. Hold bot functionality is communicated as part of the two-way voice communication session, and when the hold bot functionality message is received by the user computer device, the user computing device generates a voice message. The system receives and processes processing the voice message using a voice-to-text system of the hold bot to generate a voice-to-text message, and transmits the voice-to-text message during the hold status so that the agent device receives the voice-to-text message during the hold status.

Abstract: Communication servers hosting interactions between requesting devices and resources may require load sheading or maintenance and, as a result, be placed in Deny New Service (DNS) mode, whereby a subsequent session request is refused while existing sessions continue until concluded. However, an interaction comprising an existing session may be supplemented by a subsequent session, often utilizing a different application layer implementation. By providing the requesting device with an interaction identifier, a subsequent session made after the server has been placed in DNS mode, may be accepted and associated with the same resource associated with the existing session.

Abstract: To allow the multiple communication endpoints that support different protocols to communicate, a protocol specific message (e.g., a SIP INVITE message) is converted to a protocol neutral message and sent to a protocol neutral bus. The bus delivers this message to a session processing engine, which then applies one or more rules to the protocol neutral request for the first communication session message. The rules are used to apply communication application logic to the first communication session message, then generate a first offer for a communication session message. This message is published to the protocol neutral bus. One or more edge servers supporting one or more protocols may receive that first offer message. The protocol neutral message is converted, by each edge server recipient of that message, to a protocol specific message (e.g., in a different protocol) and is then sent to one or more communication endpoints.

Abstract: Embodiments disclosed provide access to Traversal Using Relays around Network Address Translation (TURN) servers using trusted single-use credentials, and related methods, systems, and computer-readable media. In one embodiment, a method comprises receiving, by a TURN authentication agent, a request for a TURN server credential. Responsive to determining that the request is authorized, the agent generates a trusted single-use credential and transmits it to the requestor. Using this trusted single-use credential allows untrusted clients to access a TURN server without exposing a userid/password combination. In another embodiment, a method comprises receiving, by the TURN server, a request for a TURN service. The server challenges the request, and receives a userid and a password. Responsive to determining that the userid and the password constitute a trusted single-use credential and responsive to determining that the request is authorized, the server provides the TURN service for the requestor.

Abstract: A communication session is established between a first communication device and a second communication device. The communication session comprises a first dialog between an application server and the first communication device. The first communication device uses a first network address in the first dialog. In response to an event, such as a first network interface failing, a SIP INVITE with replaces header message is received by the application server with a second address of the first communication device. In response to receiving the SIP INVITE with replaces header message from the first communication device with a second address of the first communication device, the first dialog between the application server and the first device is reestablished using the second network address.

Abstract: A communication system, method, and components are described. Specifically, a communication system having one or more Back-to-Back User Agents (B2BUAs) therein is described. The communication system also includes an RFC 4579 conference focus. Mechanisms are described which enable User Agents (UAs) to subscribe to conference state events and create ad-hoc conferences even though the conference focus is operating in a B2BUA environment.

Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.

Abstract: A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

Abstract: To allow the multiple communication endpoints that support different protocols to communicate, a protocol specific message (e.g., a SIP INVITE message) is converted to a protocol neutral message and sent to a protocol neutral bus. The bus delivers this message to a session processing engine, which then applies one or more rules to the protocol neutral request for the first communication session message. The rules are used to apply communication application logic to the first communication session message, then generate a first offer for a communication session message. This message is published to the protocol neutral bus. One or more edge servers supporting one or more protocols may receive that first offer message. The protocol neutral message is converted, by each edge server recipient of that message, to a protocol specific message (e.g., in a different protocol) and is then sent to one or more communication endpoints.

Abstract: A request to establish a communication session between the first communication endpoint and a second communication endpoint is received. For example, the request may be a Session Initiation Protocol (SIP) INVITE message to establish a voice communication session. A security classification for the communication session is determined. For example, the determined security classification may be that the call is top secret or unclassified. The security classification is not based on whether the communication session is solely encrypted. The security classification is inserted into the request to establish the communication session. The request to establish the communication session with the security classification is sent to the second communication endpoint. This allows the second endpoint to display the security classification. A similar process is used in a response to the request to establish the communication session to convey the security classification to the first communication endpoint.

Abstract: A conference call is recorded. For example, a voice conference call between a group of users is recorded. Information about the recording of the conference call is identified. For example, a date, a time, a length, an agenda, and a list of participants are identified for the conference call. A block is added to a blockchain with the information about the recording of the conference call. The blockchain with the information about the recording of the conference call is sent to a distributed ledger. The distributed ledger is where copies of the blockchain are stored on multiple nodes on one or more networks. By having multiple copies distributed in one or more networks, it is much more difficult to remove all the information that the conference call actually took place.

Abstract: In one embodiment, a system for providing WebRTC media services comprises a WebRTC-enabled media server including a scripting engine, a WebRTC functionality provider, and a control application programming interface (API). The WebRTC-enabled media server is configured to receive, from a WebRTC application server, a stream establishment application, and to establish, via the stream establishment application, a plurality of WebRTC interactive flows associated with a corresponding plurality of WebRTC clients. The WebRTC-enabled media server is also configured to apply a media service to one or more of the plurality of WebRTC interactive flows to generate one or more media server flows, and provide the media server flows to one or more of the plurality of WebRTC clients. The WebRTC-enabled media server may thus provide functionality via familiar WebRTC control interfaces.

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

Abstract: In order to deal with multiple communication endpoints that use a single address of record (e.g., a telephone number), a list of friendly names is determined for the multiple communication endpoints. The friendly names identify individual communication endpoints. For example, a friendly name may be “Joe's Desktop.” When a Computer Telephone Integration (CTI) application is associated with a communication session, the list of friendly names is presented to a user. The user selects one of the friendly names. This results in a message being sent that indicates a communication endpoint associated with the selected friendly name. The message with the friendly name causes a new communication session to be automatically initiated from a communication endpoint associated with the selected friendly name or an answer of a forked communication session with the communication endpoint associated with the selected friendly name.

Abstract: A request to authenticate a user is received at an authentication system. The request to authenticate the user requires one or more non-numeric metrics to authenticate the user. For example, the one or more non-numeric metrics may include a user name, a password, and a fingerprint scan. The request to authenticate the user that requires the one or more non-numeric metrics is validated. In response to validating the request to authenticate the user that requires the one or more non-numeric metrics, a first numeric code is generated (e.g., a password). The first numeric code is used to grant access to a telephone that requires authentication via a numeric keypad. The first numeric code is sent and displayed to the user. The user can then access the telephone by providing the numeric code at the telephone.

Abstract: A plurality of long poll HTTP GET requests are received from a plurality of clustered applications. The plurality of long poll HTTP GET requests comprises a plurality of identifiers for the plurality of clustered applications. A plurality of event queues are created for the plurality of clustered applications based on the plurality of identifiers. A plurality of events are added to the plurality of event queues based on a plurality of communication sessions. For example, multiple events can be added to the plurality of event queues based on a plurality of incoming calls. A plurality of responses are sent based to the plurality of long poll HTTP GET requests. The plurality of responses includes the plurality of events. This process allows for identification of a corresponding clustered application that is managing a communication session.

Abstract: As “call centers” continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.

Abstract: To handle a failover condition, a media server receives a request, from a first application server, to stream a first media message in a media channel of a communication session. The first media message is streamed in the media channel of the communication session by the media server. Once the first media message has ended, a status message can be sent to the first application server to determine if the first application server has failed. If a response to the status message is not received (i.e., because the first application server has failed), the media server can stream a second media message during a period where a second application server is failing over for the first application server. If a response to the status message is received, the second media message is not streamed.