A system and method for providing customer-support services to a user of a website through a web widget. When the user accesses a web page containing the web widget, a call is automatically made from the web widget to a customer-support system. In response to the call, the system obtains status information from the customer-support system indicating whether customer-support agents are available to take telephone phone calls. If the status information indicates customer-support agents are available to take telephone calls, the web widget provides a call-related interface to the user, wherein the call-related interface is configured to facilitate a telephone call with a customer-support agent. If the status information indicates customer-support agents are not available to take telephone calls, the web widget provides a non-call-related interface to the user, wherein the non-call-related interface is configured to facilitate an alternative channel of customer support that does not involve a telephone call.

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.

The disclosure generally relates to various methods to increase network coverage for a Voice-over-Internet Protocol (VoIP) session between a first user equipment (UE) and a second UE. In an aspect, a first and second UEs negotiate a codec configuration to use in the VoIP session, transmits, to the second UE, a maximum end-to-end packet loss rate (PLR) that the first UE can tolerate for received media given the negotiated codec configuration, receives, from the second UE, a maximum end-to-end PLR that the second UE can tolerate for received media given the negotiated codec configuration, and determines a distribution of the maximum end-to-end PLRs among respective uplinks and downlinks at the first UE and the second UE.

Disclosed are example methods, systems, and devices for allowing caller computing devices to authenticate calls via a service provider computing system. Users may opt to have entities register to contact the user with a positive ID, icon, or other notification on the user's computing device transmitted by the service provider computing system. A caller computing device may use a unique security token of the user to activate the notification on the user's device. The user device may be used to exert control over the security token via a service provider client application running on the user device. The caller computing device may initiate authentication via an API call to the service provider computing system. The caller computing device is able to have items (text, images, documents, etc.) delivered to the user computing device if authenticated.

A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

A subscriber information authentication system that compares network-obtained and device-obtained information to verify that a device being used in connection with a user account is authenticated for that account. Certain subscriber information may be associated with the account during a registration process. In subsequent attempts to access the account, the registered subscriber information may be used in conjunction with information obtained from a telecommunication network and from a device to verify that the device is authorized. The information from the telecommunication network may be queried using Signaling System No. 7 (“SS7”) protocols. The device authorization may be performed, for example, to ensure that a device being used for device-based verification is the device a user purports it to be.

A terminal supports two cards the primary card and the secondary card, the primary card supports a data service, and the secondary card supports transmission of a voice service using a data service, or the secondary card supports concurrent transmission of a voice service and a data service. The method includes, when the terminal performs the data service using the primary card, if the terminal performs the voice service using the secondary card, switching, by the terminal, the data service performed using the primary card to the secondary card, and performing the data service using the secondary card.

Systems and methods are disclosed for client-based control of revising caller identifications (IDs) for communications between a private network and a public network. An apparatus including a communications provider server and processing circuit that communicates client-specific sets of data over an interface protocol. The telecommunications-providing server revises a caller ID for a call based on the client-specific sets of data, an identifier that corresponds to a requesting endpoint, and a geographic region determined from the call request. Further, the telecommunications-providing server connects the VoIP call by accessing and passing a provisioned number. The provisioned number includes the revised caller ID which is a local number identified by the determined geographic region that the endpoint is located.

A method is disclosed for forking call audio channels. The method includes, during an active call, receiving a first audio stream of first call audio that originates from a far-end telephony device, and receiving a second audio stream of second call audio that originates from a microphone of a near-end headset. Further, the method includes generating, during the active call, a third audio stream containing the first call audio by processing the first audio stream, and generating a fourth audio stream containing the second call audio by processing the second audio stream. Still yet, the method includes, during the active call, generating a fifth audio stream containing the first call audio, and generating a sixth audio stream containing the second call audio.

Various example implementations are directed to systems, circuits, apparatuses, and methods for providing virtual computing services. According to an example embodiment, a system includes a set of computing servers configured to provide a respective set of virtual servers for each of a plurality of accounts. The system also includes a processing circuit communicatively coupled to the set of computing servers. For each of the plurality of accounts, the processing circuit provides a mechanism for an authorized user of the account to select options for reporting usage of the respective set of virtual servers. The processing circuit also monitors use of the respective set of virtual servers for the account and generates invoices for use of the respective set of virtual servers according to the selected options.