In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form. This button or icon does not appear when the website is viewed outside of the system. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format. This system and method also enable an agent to handle calls with the web client more efficiently and allows agents on the web client to automatically classify.

A computerized-method for redirecting, inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.

Systems and methods are provided for dynamic routing of an automated telephony system. The automated telephony system facilitates functions desired by a caller, via an automated call with the caller. A machine-learning analysis system extracts data from the automated call, performs machine-learning via the extracted data to identify a likely motivation of the caller associated with the automated call, and provides the likely motivation to the automated telephony system. The automated telephony system then receive the likely motivation from the machine-learning analysis system and dynamically routes the automated call based upon the likely motivation.

Methods, systems, and devices are described for wireless communication. A wireless device such as an in-vehicle system (IVS) may transmit an emergency call (eCall) message to a third party eCall server using a communication session which may be packet based or circuit based. The eCall message may include session information and telematics data. The third party eCall server may relay the session information and telematics data to a public safety answering point (PSAP). For example, the third party eCall server may generate an automatic text-to-speech message that is transmitted to the PSAP over a public communications network. In some cases, the third party eCall server may transmit a response to the wireless device including metadata based on the telematics data transmitted in the eCall message. The eCall message may also include a call-back number, and the PSAP may contact the wireless device directly using the call-back number.

A protection circuit for use with an electronic DSL component having a tip connection and a ring connection, the protection circuit including: a first unidirectional transient-voltage-suppression (TVS) diode, having a negative TVS breakdown voltage BDV and diode forward voltage DV clamp, connected between Vcc and the tip connection of the DSL component; a second unidirectional TVS diode, having a diode forward voltage DV, connected between the tip connection of the DSL component and a negative ground clamp node; a third unidirectional TVS diode, having a negative TVS breakdown voltage BDV and diode forward voltage DV clamp, connected between Vcc and the ring connection of the DSL component; and a fourth unidirectional TVS diode, having a diode forward voltage DV, connected between the ring connection of the DSL component and the negative ground clamp node.

The cellular device accesses a GPS/GNSS chipset embedded within the cellular device. The GPS/GNSS chipset calculates pseudorange information for use by the GPS/GNSS chipset. The cellular device extracts the pseudorange information from the GPS/GNSS chipset for use elsewhere in the cellular device outside of the GPS/GNSS chipset.

The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.

A method for configuring a mobile terminal and system are provided. The method includes: a mobile terminal sending local information to a server, wherein the local information comprises MSID, MDN and NAI information and expected target customer brand information predefined by the mobile terminal; the mobile terminal acquiring configuration information sent by the server, wherein the configuration information is brand information in the server, which is matched with the local information sent by the mobile terminal; and the mobile terminal acquiring a configuration parameter corresponding to the brand information according to the brand information, and completing configuration according to the configuration parameter.

A method for creating a push notification at a call center includes: receiving a call from a caller device; receiving, from the caller device, caller identification information; receiving, from the caller device, an inquiry; generating an encrypted token including the caller identification information and the inquiry; and when an agent is available, sending a push notification to the caller device for connecting the caller to the agent, the push notification being associated with the encrypted token, and wherein the agent uses the caller identification information from the encrypted token when the agent is addressing the inquiry.

Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.)