Abstract: A communication session is established between a device of a first user and a device of a second user. An input is received from the device of the first user. Based on the input, an external bypass step handler is communicated with to modify a property of the communication session. The communication session is then continued with the modified property. Continuing the communication session with the modified property may include maintaining a signaling channel associated with the communication session and changing a destination of a media stream of the communication session.

Abstract: Dynamic selection of participants in video conference where a host of a live session can select a list of participants and a rule for selecting participants therefrom, causing video conferencing services to iteratively apply the rule to the list to select participants for active engagement in the live session. The host can select multiple lists to generate combined lists using set operators such as union, intersection, and difference. The host can modify parameters of parameterized rules. A console may be presented by a user interface of a client device of the host, where the host can select and combine lists, and select and modify rules. The console may present a queue of selected participants.

Abstract: Dynamic selection of participants in video conference where a host of a live session can select a list of participants and a rule for selecting participants therefrom, causing video conferencing services to iteratively apply the rule to the list to select participants for active engagement in the live session. The host can select multiple lists to generate combined lists using set operators such as union, intersection, and difference. The host can modify parameters of parameterized rules. A console may be presented by a user interface of a client device of the host, where the host can select and combine lists, and select and modify rules. The console may present a queue of selected participants.

Abstract: A communication session is established between a device of a first user and a device of a second user. An input is received during the communication session from the device of the first user. The input indicates a request to update an original property of the communication session associated with a path of media communication between the device of the first user and the device of the second user. An external bypass step handler associated with the input is identified. The external bypass step handler is communicated with to update the original property of the communication session to obtain a modified property. The communication session is continued with the modified property.

Abstract: Dynamic selection of participants in video conference where a host of a live session can select a list of participants and a rule for selecting participants therefrom, causing video conferencing services to iteratively apply the rule to the list to select participants for active engagement in the live session. The host can select multiple lists to generate combined lists using set operators such as union, intersection, and difference. The host can modify parameters of parameterized rules. A console may be presented by a user interface of a client device of the host, where the host can select and combine lists, and select and modify rules. The console may present a queue of selected participants.

Abstract: A survivability server associated with a contact center service receives, from a central server associated with the contact center service, queue-related data. The survivability server receives a request to connect an end user to the contact center service. The survivability server identifies, based on the queue-related data, a queue position of the end user. The survivability server places the end user at the queue position in a queue constituted by the survivability server.

Abstract: A survivability server associated with a contact center service receives, from a central server associated with the contact center service, data associated with a first workflow executed by the central server with respect to an end user. A device of the end user is connected to the contact center service via the central server. The survivability server determines that the central server is unavailable. In response to determining that the central server is unavailable, the survivability server identifies, based on the data, a second workflow to execute by the survivability server and executes the second workflow with respect to the end user.

Abstract: A central server associated with a contact center service receives queue-related data from a survivability server associated with the contact center service. The central server identifies an end user based on the queue-related data. The central server establishes a reconnection between a device of the end user and the contact center service. The central server places the end user at a position in a queue associated with the central server based on the queue-related data.

Abstract: A survivability server associated with a contact center service determines that the contact center service operating in survivability mode is transitioned to a normal mode. The survivability server identifies an idle agent not engaged with an end user, the idle agent connected to the survivability server. The survivability server transmits a request to a device of the idle agent to connect to a central server associated with the contact center service. The survivability server identifies an engaged agent. The survivability server waits until the engaged agent becomes idle prior to transmitting a request to a device of the engaged agent to connect to the central server.

Abstract: A contact center request received from a user device is identified as a reconnected contact center request associated with a previous contact center engagement handled by an agent. It is determined whether the reconnected contact center request is received within a wrap-up time associated with the previous contact center engagement. The user device is then connected to an agent device associated with the agent in response to determining that the reconnected contact center request is received within the wrap-up time.

Abstract: A contact center request is received from a user device. Respective sets of characteristics associated with respective agent devices are determined. The contact center request is routed to an agent device of the respective agent devices based on the respective sets of characteristics. In an example, respective environment scores for the respective agent devices are obtained based on the respective sets of characteristics. The respective agent devices can be ranked based on the respective environment scores.

Abstract: A contact center request received from a user device is determined to be associated with a previous contact center engagement handled by an agent. The contact center request is determined to have been received within a threshold duration of a termination of the previous contact center engagement. The contact center request is identified as a reconnected contact center request in response to determining that the contact center request is received within the threshold duration. The user device is connected to an agent device associated with the agent in response to determining that the reconnected contact center request is received within a wrap-up time associated with the previous contact center engagement.

Abstract: A communication session is initiated via a server device between a customer device and an agent device. A Dual Tone Multi-Frequency (DTMF) key sequence is indicative of a rerouting request of an audio stream of the communication session is received from the agent device. In response to receiving the first DTMF key sequence, the server device transmits the rerouting request to a third-party device. The rerouting request indicates that the third-party device is to receive the audio stream from the customer device without the audio stream passing via the server device and that the third-party device is to process a transaction with a user of the customer device. An indication is then received from the third-party device that the transaction is completed. In response to receiving the indication, the audio stream is transmitted to the agent device via the server device without passing through the third-party device.

Abstract: Contact center requests are received at respective customer datacenters. The contact center requests are routed to respective agent datacenters resulting in respective engagements. Each engagement uses a respective customer datacenter and a respective agent datacenter. Respective scores are associated with the respective engagements based on the respective customer datacenters and the respective agent datacenters used by the respective engagements. An aggregation of the respective scores is output.

Abstract: A contact center request is received from a user device. Respective agent routing scores for the available agents are determined based on respective environmental scores and respective network connection scores associated with available agents. An agent is selected from the available agents based on the respective agent routing scores. The contact center request is routed to an agent device of the agent. A network connection score for an agent can be determined by obtaining from a network monitoring tool available at the agent device network related metrics, which include at least one of a packet loss metric, a jitter metric, a throughput metric, or a latency metric. The network related metrics are combined to obtain a score that in a range of 0 to a maximum network-related score.

Abstract: Systems and methods for collaborative chat messaging are provided herein. In an example, a system having a non-transitory computer-readable medium, a communications interface, and a processor is provided. The processor may execute instructions to establish a virtual meeting having a plurality of participants, each participant of the plurality of participants exchanging one or more audio streams via the virtual meeting. The processor may also execute instructions to transmit a collaborative message request to the plurality of participants, receive one or more collaborative message responses from each participant of a subset of the plurality of participants, and provide, to a first client device, the one or more collaborative message responses. The processor may also execute instructions to receive, from the first client device, an indication to release the one or more collaborative message responses and transmit, to the plurality of participants, the one or more collaborative message responses.

Abstract: A software platform supports multiple carriers, such as telephony carriers or public switched telephone network (PSTN) carriers, and routes calls between devices associated with different carriers without having to route the calls through the different carriers. The software platform establishes or maintains the calls between the devices associated with different carriers by transmitting a portion of call data associated with call record information to the respective carriers, and a portion of the call data associated with media and signaling information to the destination device.