Maintaining a registered state via server-managed notifications is described herein. In an example, server(s) can receive an indication from an application associated with a device, the indication can identify a response to a registration request sent by the application for registration with a service provider. Based at least partly on the indication, the server(s) can start a first timer associated with a first predetermined time interval after which the server(s) are to send a first notification to the application. The server(s) can determine, based at least in part on the first timer, a lapse of the first predetermined time interval and can send the first notification to the application. The first notification can cause the application to transition from an inactive state to an active state, and send a new registration request to register with the service provider to maintain a registered state.

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard dining the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Systems and methods for tracking and logging mute events that occur during communication sessions are disclosed. The method includes generating a disruption report that includes one or more aspects of a mute event detected during a communication session. The disruption report is communicated to a network for further analysis.

Systems and methods for tracking and logging mute events that occur during communication sessions are disclosed. The method includes generating a disruption report that includes one or more aspects of a mute event detected during a communication session. The disruption report is communicated to a network for further analysis.

A wireless telecommunications system provides location-specific call forwarding. The system can receive a request to connect a voice call to the wireless device, which can invoke a call forwarding procedure depending on a status of a subscriber associated with the wireless device. When the system determines that a current location of the wireless device is different from a default location, location-specific call forwarding information is used to forward the voice call to a terminating node associated with the location-specific forwarding information rather than a default terminating node for the default location. The terminating node can include a voicemail server that plays back a location-specific voicemail greeting to the caller.

Systems and methods for tracking and logging mute events that occur during communication sessions are disclosed. The method includes generating a disruption report that includes one or more aspects of a mute event detected during a communication session. The disruption report is communicated to a network for further analysis.

Systems and methods for tracking and logging mute events that occur during communication sessions are disclosed. The method includes generating a disruption report that includes one or more aspects of a mute event detected during a communication session. The disruption report is communicated to a network for further analysis.

In one embodiment, a network interface receives a communication request over a communication link of a first network according to a first signaling protocol. A processor then verifies caller information in the communication request with a certification procedure. The processor converts the communication request to a second signaling protocol used in a second network. The processor transmits the converted communication request according to the second signaling protocol.

In one embodiment, the method of processing telephony sessions includes: communicating with an application server using an application layer protocol; processing telephony instructions with a call router; and creating call router resources accessible through a call router Application Programming Interface (API). In another embodiment, the system for processing telephony sessions includes: a call router, a URI for an application server, a telephony instruction executed by the call router, and a call router API resource.

Methods, systems, and apparatuses, including computer programs encoded on computer-readable media, for receiving a first communication as part of a conversation, from an unauthenticated user of a web browser. A conversation identifier is determined based on the first communication. A first responder, a communication protocol, and a communication address of the first responder is determined. The first communication is sent to the first responder and a first reply is received. The conversation identifier is determined based on the first reply and the first reply is mapped to the web browser. The first reply is sent to the web browser.