Abstract: Audio qualities of a call and of a call recording are identified and compared to authenticate the call recording as a true representation of the call. A call is enabled between two or more participants, and the call is recorded to generate a call recording. The call recording is authenticated based on a match between information determined during the call and information determined during the call recording. In some cases, the call recording is authenticated based on a match between audio scores for the call recording and audio scores for the call. In some cases, the call recording is authenticated based on a match between audio watermarks included within the call recording and audio watermarks included within the call. An indication of the authentication is then output, such as for further processing or display.

Abstract: A request for a contact center agent interaction is received from a user device associated with a user. The user device is connected to a virtual waiting room that includes waiting users of a contact center queue. The virtual waiting room enables the user to virtually interact with at least a subset of the waiting users. Responsive to an indication to activate a private session between the user device and an agent device associated with a contact center agent, the user is removed from the virtual waiting room.

Abstract: A communication server detects a first communication request from a first caller device to a second caller device. The communication server detects a second communication request from the second caller device to the first caller device. The first communication request and the second communication request both occur within a threshold time period. The communication server establishes, without additional input from the first caller device and the second caller device, an active session in response to the first communication request. The active session is established between the first caller device and the second caller device. The communication server dismisses the second communication request.

Abstract: A call is merged with a virtual meeting to allow an audio-only caller to join the virtual meeting while bypassing one or more security checks configured for the virtual meeting. After the virtual meeting is initiated, a call is established between a phone device of the audio-only caller and a customer endpoint. A request is received from the customer endpoint to join the phone device with a virtual meeting. A channel is opened between the phone device and a web service associated with the virtual meeting. The phone device is then joined to the virtual meeting over the channel. To facilitate a seamless transition from the call to the virtual meeting, the call may be maintained as an audio channel of the virtual meeting for the audio-only caller.

Abstract: A software platform includes emergency event processing functionality for detecting and mapping emergency event occurrences. The emergency event processing includes call path processing for concurrently routing an emergency call from a device registered with the software platform for a customer thereof to a public safety access point and to a monitoring device of the customer. The concurrent routing enables an operator of the monitoring device to join the emergency call, for example, by monitoring the call to determine how to notify other operators of the customer of the subject emergency event or by participating in the call to assist in the emergency event response. The concurrent routing may further automate, and therefore expedite, the signaling of an emergency event to others at the location of the emergency event, such as to prevent further risk of harm.

Abstract: A method includes receiving a request for an interaction with an agent of a contact center. The method includes establishing a private web session when the agent is unavailable. The method includes determining an estimated wait time for the interaction. The method includes selecting visual content based on matching the estimated wait time with one or more visual content items. The method includes outputting the visual content to the private web session.

Abstract: Audio qualities of a call and of a call recording are identified and compared to authenticate the call recording as a true representation of the call. A call is enabled between two or more participants, and the call is recorded to generate a call recording. The call recording is authenticated based on a match between information determined during the call and information determined during the call recording. In some cases, the call recording is authenticated based on a match between audio scores for the call recording and audio scores for the call. In some cases, the call recording is authenticated based on a match between audio watermarks included within the call recording and audio watermarks included within the call. An indication of the authentication is then output, such as for further processing or display.

Abstract: A conference participant is alerted as to an event during a conference responsive to a determination that a focus of the conference participant is other than on the conference. During the conference, an event associated with the conference participant is detected based on a real-time transcription of the conference. For example, the event may relate to a topic relevant to the conference participant or a request associated with a name of the conference participant. A determination is made that a focus of the conference participant is other than on the conference based on information associated with a device of the conference participant, such as input received from a camera associated with the device or a setting of an audio output device associated with the device. Based on that determination and the detected event, output is presented to alert the conference participant as to the event.

Abstract: Message-based interactive voice response (IVR) menu reconnection is used to reconnect a calling device to a destination at a specific node of a call path after the calling device disconnects from a call with the destination. Menu options of an IVR service presented during a call between the calling device and the destination are determined responsive to the calling device disconnecting from the call. A message including one or more selectable elements each associated with one of the menu options is then transmitted to the calling device. Responsive to a selection of a selectable element at the calling device, the calling device is connected to a destination endpoint. Thus, where the calling device had partially or fully traversed an IVR service during the call, the message-based IVR menu reconnection disclosed herein enables the calling device to reconnect to the destination without having to repeat that IVR service traversal.

Abstract: A software platform includes emergency event processing functionality for detecting and mapping emergency event occurrences. The emergency event processing includes call path processing for concurrently routing an emergency call from a device registered with the software platform for a customer thereof to a public safety access point and to a monitoring device of the customer. The concurrent routing enables an operator of the monitoring device to join the emergency call, for example, by monitoring the call to determine how to notify other operators of the customer of the subject emergency event or by participating in the call to assist in the emergency event response. The concurrent routing may further automate, and therefore expedite, the signaling of an emergency event to others at the location of the emergency event, such as to prevent further risk of harm.

Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.

Abstract: Text message communications between operator devices and service devices are enabled by the assignment of a telephone number defined for those service devices. A text message communication may be initiated by an operator device accessing a web service associated with a software platform or by the software platform itself. One of the service devices for which the telephone number is defined for use is selected, for example, based on information received as input from the operator device. The telephone number is assigned to that service device to enable the service device to participate in the text message communication with the operator device. At the conclusion of the text message communication, the telephone number is released from the service device to enable one of the other service devices to use it, for example, to continue the same text message communication or to participate in a different text message communication.

Abstract: A video call queue method includes receiving a request for an interaction. The method includes determining an agent category. The agent category is determined based on the request. The method includes determining whether an agent is available. Determining whether the agent is available is based on the agent category. If the agent is not available, the method includes establishing a private web session. The method includes determining an estimated wait time. The method includes displaying content to the web session based on the estimated wait time. If the agent is available, the method includes initiating the interaction.

Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.

Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.

Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.

Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.

Abstract: An apparatus and/or method discloses an automatic call-to-conference elevation (“ACE”) capable of facilitating a transition from a phone call to a video conference. An ACE process, in one embodiment, is able to activate an ACE application to elevate user devices from participating in an audio call to a video conference based on a conference selection selected by a meeting initiator, host, or attendee. After identifying the capabilities, attributes, and/or functionalities associated with the user devices in accordance with activation of ACE, a communication network coupling the user devices as meeting attendees is established for facilitating the video conference based on identified capabilities, attributes, and/or functionalities of the user devices. In one aspect, the process is capable of transitioning connections of the user devices from an audio call to a video conference.

Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.

Abstract: Systems, methods, and computer program products for provisioning a temporary disposable number are described. A user can be provided with a pool of available temporary disposable numbers that have a limited shelf life. The user can select one of the available temporary disposable numbers while submitting a permanent phone number associated with a communications device (e.g., mobile phone, home phone, business phone, etc.). Prior to activating the selected temporary disposable number, the temporary disposable number is linked to the permanent phone number. After activation, when an incoming call to the temporary disposable number is received, the permanent phone number is identified to be associated with the temporary disposable number being called. The incoming call is then forwarded to the communications device on which the permanent phone number is established.