Disclosed are a call control method and apparatus, and a storage medium and a terminal device. The call control method comprises: receiving a call access request, the call access request carrying a user identifier of an incoming call user; obtaining the current operation mode of a terminal device according to the call access request; determining whether the operation mode is a night mode or not; and if yes, controlling the terminal device to perform call connection according to a preset white list and the user identifier.

Call routing technology can route a current call from a person based on an analysis of call data related to a prior call from the same person. For example, based at least on a customer satisfaction score determined from call data related to a prior call, a call routing server can identify one or more persons to whom a current call from the same person should be routed. Next, the call routing server can route the current call to one of the identified customer service representatives.

A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

Methods and systems are described for authenticating calls. An example method may comprise receiving a message indicative of a call request. Header data associated with the message may be analyzed to determine an attestation value. A signature may be generated based on the attestation value. A signed message comprising the signature and at least a portion of the message may be sent.

Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a contact center including ordering one or more contacts, ordering one or more agents, comparing a first difference in ordering between a first contact and a first agent in a first pair with a second difference in ordering between a second contact and a second agent in a second pair, and selecting the first pair or the second pair for connection based on the comparing, wherein the first contact and the second contact are different or the first agent and the second agent are different.

A system and method for monitoring behavior of voice agents in a simulated environment of voice-based call center to route a call. It includes a set of models and wearable devices to estimate and analyze cognitive load and emotional state of a voice agent which are obtained using wearable devices in the real time. It collects physiological signals from the voice agents and analyze them along with skill-set profiles of the voice agent to identify best suited voice agent based on agent-customer matching score obtained using skill-set profile analysis, cognitive load and a predicted emotive state of the voice agent. It may assist the voice agent in call if the cognitive load of the voice agent raises beyond predefined threshold using brain computer interfacing.

A method, a computer program product, and a computer system determine when to transfer a communication session from an agent to a bot. The method includes monitoring the communication session between the agent and a user. The method includes determining a continuing utility value indicating a predicted continuing cost to maintaining the communication session with the agent. The continuing utility value is indicative of a predicted continuing benefit to maintaining the communication with the agent. The method includes determining a transferring utility value indicating a predicted transferring cost to transferring the communication session from the agent to the bot. The transferring utility value is indicative of a predicted transferring benefit to transferring the communication session from the agent to the bot. The method includes, as a result of the predicted transferring benefit being greater than the predicted continuing benefit, transferring the communication session from the agent to the bot.

Systems and methods for establishing call connection in response to user action, the method including receiving a first user action from a user associated with making a call connection, wherein the first user action comprises any of copying at least part of a phone number, pasting at least part of the phone number, or inputting at least part of the phone number. The method also includes determining one or more call recipients based on the first user action. The method also includes establishing one or more silent call connections based on the determined one or more call recipients, wherein each of the one or more silent call connections comprises a call connection with a predetermined parameter so that there are no incoming call indicators on one or more devices associated with the one or more call recipients.

An agent queuing system implemented without relying on a private branch exchange. The queuing system can be cloud-based and routes calls to agents, for example, through a first-in/first-out (FIFO) queue. Clients are assigned a unique number that identify one or more queues. When a call is received, a database maintains the unique number that was called and the associated company information is retrieved, along with any queues allocated for their company. A call is placed to the next available agent from the selected queue. A recording is played to the agent identifying the queue the call is arriving from and the agent is prompted to accept the call. If the call is accepted, the agent is taken out of the available agent pool for the duration of the call. The call can be routed without exposing the phone numbers of the caller or agent involved in the call.