Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.

Systems and methods are described to enable a device of a user to automatically join an ongoing conference, where the device is not currently joined to the conference. A first audio signature is generated based on voices of users already in the conference, and a second audio signature is generated based on an audio signal captured by a microphone of the device associated with the first user when the device associated with the first user was not joined to the conference. The first audio signature and the second audio signature are compared, and in response to determining that first audio signature matches the second audio signature, the device associated with the first user is joined to the conference.

Embodiments provide a method for providing a call center supplemental workflow tool, including: receiving from a database a workflow decisional matrix, a plurality of questions, and a plurality of scripts; displaying a web-based graphical user interface on a display providing at least one question or one script; receiving user input; determining, at least another question or at least another script, to be displayed, wherein determining is based upon the user input and the decisional matrix and advances the workflow; based upon the decisional matrix, determining that the workflow has been completed; providing an output of the questions displayed and the user input received; and the output being provided to a primary software application. Other aspects are described and claimed.

Remote on-demand site link testing is provided. A site link tester (SLT) system includes an SLT connected to a customer's VoIP phone system. The SLT is configured to communicate with a front end client application operating remotely on a user's computing device. The packet-capture application receives instructions from the client application to perform a packet capture in association with the SLT's network interface and/or to operate as an emulated VoIP endpoint and conduct a test call (e.g., to confirm the customer's VoIP system's compliance with 911-associated legislation or to troubleshoot a VoIP issue). Results of the packet capture may be sent to the client application and analyzed for remotely diagnosing and troubleshooting VoIP-related problems. Using the SLT system, the technician is enabled to perform 911-associated legislation compliance and diagnose VoIP issues on-demand from a remote location, which can reduce or eliminate the need for a technician to be on-site.

Described are a method, system, and computer program product for accessing data about a caller from multiple data sources in real time. The method includes communicatively connecting with call handling equipment and receiving caller data including a unique caller identifier. The method also includes communicating a request for initial information to a location information database and/or an additional data repository. The method further includes reconfiguring the initial information from an inbound format to a different outbound format such that the initial information is readable by the call handling equipment, a computer aided dispatch system, and/or a public safety information management system. The method further includes communicating a request for and receiving additional information from a cloud-based repository. The method further includes communicating the additional information to the call handling equipment, the computer aided dispatch system, and/or the public safety information management system for display to a user.

Systems and methods for authenticating a user using a voice activated device. The method includes receiving first data representing a user identifier corresponding to a user and second data representing a device identifier corresponding to the voice activated device. The method further includes determining user metadata corresponding to the user identifier and a device audio type corresponding to the device identifier. The method also includes calculating a risk score based on the user metadata. The method further includes calculating a length of spoken voice utterance based on the calculated risk score. The method also includes receiving and processing third data representing a spoken voice utterance having the calculated length corresponding to the user using the voice activated device. The method further includes validating the user in response to determining that the processed third data substantially matches the voiceprint associated with the user.

A method for processing messages by a device of a Voice over IP (VoIP) network. The method includes, following receipt of a message initiating a VoIP call coming from a terminal: determining whether the message contains a public telephone identity allocated to a user by the VoIP network; if so, triggering setting-up the VoIP call with a recipient of the message; otherwise: setting up a VoIP channel between the terminal and a voice server hosted by the device; obtaining, by the server via this channel, an authentication code of a user of the terminal; if the authentication code is associated at VoIP network level with a public telephone identity allocated by the network to a user, providing to the terminal the public telephone identity and authentication data associated at VoIP network level with this identity for making VoIP calls and being authenticated to the VoIP network.

A system for managing a conference call, the system comprising a call answering server configured to receive a call from an attendee device that has been forwarded from a host device, identify a conference call associated with the host device for the attendee device to join, receive a request from the attendee device to join the conference call, and connect the attendee device to the conference call.

A method for determining candidates for a person who is to handle a failure upon occurrence of a failure as call-target persons and calling the call-target persons via the Internet is provided. The method is a method which is to be executed by a server, for supporting calling of call-target persons within a list in which candidates for a person who is to handle a failure are defined as call-target persons, upon occurrence of a failure, and includes a step of calling a client of a call-target person selected from the list via the Internet, and a step of receiving a response result indicating a result of operation in response to the calling from the client of the selected call-target person.

PTP timestamps are obtained and correlated to internal audio time and timestamps. This allows Ethernet/IP audio devices to be closely aligned with local digital audio devices to allow improved AEC operations. By performing repetitive PTP timestamps based on local audio time, drift between PTP time and local audio time is determined and corrected. By performing the PTP to local audio time operations on each independent Ethernet network, the Ethernet/IP audio devices can be split between independent LANs. If some local digital audio inputs formed from analog inputs are not aligned with other local digital audio inputs, signals can be provided in analog format and audio samples of the signals can be correlated to local audio time. With correlations performed as necessary based on the various audio inputs in use, high quality AEC operations are performed.