Agencies issue recording devices to personnel for administrating and monitoring controlled calls during the course of their duties. To provide flexible capabilities to agencies, a virtual number is provisioned and configured to enable an operator to administrate controlled calls without dedicated recording devices. Using the virtual number, the operator may setup a controlled call between a victim and a baddie. The victim is contacted via the virtual number by the operator and optionally informed about the controlled call process. In turn, the baddie is contacted using number information of the victim's phone and connected with the victim. Call audio between the victim and baddie is transmitted to the operator. When necessary, the operator may terminate the call remotely from the telephonic device the operator used to setup the call.

Agencies issue recording devices to personnel for administrating and monitoring controlled calls during the course of their duties. To provide flexible capabilities to agencies, a virtual number is provisioned and configured to enable an operator to administrate controlled calls without dedicated recording devices. Using the virtual number, the operator may setup a controlled call between a victim and a baddie. The victim is contacted via the virtual number by the operator and optionally informed about the controlled call process. In turn, the baddie is contacted using number information of the victim's phone and connected with the victim. Call audio between the victim and baddie is transmitted to the operator. When necessary, the operator may terminate the call remotely from the telephonic device the operator used to setup the call.

In one embodiment, an internet telephony apparatus includes a network interface, connectable to a communication network, for sending and receiving internet telephony signals over the communication network. The apparatus further includes a telephone interface, connectable to an analog telephone device, for sending telephone control signals to the telephone device and receiving telephone control signals entered through a keypad of the telephone device. The apparatus further includes a controller operably coupled between the network interface and the telephone interface, the controller implementing a private internet telephony feature server for directing telephone calls, intended for the telephone device, received as internet telephony signals over the network interface and managing telephone services on behalf of the telephone device based on the telephone control signals received from the telephone device over the telephone interface.

A device, method and system for scanning communication systems of different types is provided. A mobile device comprises: first and second transceivers to communicate first and second communication systems of different types; a memory storing first and second scan lists for scanning first and second channels on the first and second communication systems; and a controller configured to: communicate, using the first transceiver, an indication of the first and second scan lists to a gateway device configured as a proxy for the mobile device to communicate with the first communication systems; receive, using the first transceiver, from the gateway device, a reply indicating that the gateway device is capable of scanning the first communication systems using the first scan list, but is not capable of scanning the second communication systems; and control the second transceiver to scan the one or more second communication systems using the second scan list.

A local network call handling device is configured to establish multiple concurrent call sessions between local network end devices and an external network. When a prioritized end device attempts to establish a call session, the call handling device may initially determine if a first call session identifier is available. If so, the call session can be established using that first identifier. If the first identifier is in use for a call session of another end device, the call handling device may either use a different call session identifier for the prioritized end device session or may drop a pre-existing call session to free an identifier for use in connection with the prioritized end device.

A local network call handling device is configured to establish multiple concurrent call sessions between local network end devices and an external network. When a prioritized end device attempts to establish a call session, the call handling device may initially determine if a first call session identifier is available. If so, the call session can be established using that first identifier. If the first identifier is in use for a call session of another end device, the call handling device may either use a different call session identifier for the prioritized end device session or may drop a pre-existing call session to free an identifier for use in connection with the prioritized end device.

A sentiment-based score is determined for a contact center engagement between a first contact center service operator and a contact center user. The sentiment-based score is indicated within a graphical user interface displaying information associated with multiple contact center engagements at a device of a second contact center service operator. Based on a request to participate in the contact center engagement received from the device of the second contact center service operator via the graphical user interface, information associated with the contact center engagement is transmitted to the device of the second contact center service operator, and a contact center session involving a device of the contact center user and the device of the second contact center service operator is established.

Methods and systems for intelligently routing an incoming call are provided. An automatic call distribution system may include a call flow service that receives incoming calls, and a separate weighted-bid call distribution service. The call flow service can request a recommended recipient for each incoming call from the weighted-bid call distribution service. The weighted-bid call distribution service identifies a recommended recipient for each incoming call by generating a priority weight for that call, one or more relevance weights that indicate the relevance of one or more potential recipients to that call, and an availability weight for one or more potential recipients with high relevancy weights. The weighted-bid call distribution service identifies a recommended recipient by comparing a combination of the priority weight for the call and the relevancy weights for the high relevancy recipients to the availability weight for those recipients.

The present disclosure provides details of a system and method for detecting and monitoring a contraband device including communication devices by utilizing a combination of mobile devices, fixed monitoring devices, and a contraband monitoring center. The mobile devices include smart phones or tablets that are borrowed, rented, or purchased by an inmate from a correctional facility. These mobile devices are configured to detect, monitor, and intervene in the communications of target devices. Further, the mobile devices are configured to communicate with fixed monitoring devices located throughout the correctional facility in performing intervention operations. The contraband monitoring center may also be utilized in the coordination, monitoring, and intervention of target devices.

A device, method and system for scanning communication systems of different types is provided. A mobile device comprises: first and second transceivers to communicate first and second communication systems of different types; a memory storing first and second scan lists for scanning first and second channels on the first and second communication systems; and a controller configured to: communicate, using the first transceiver, an indication of the first and second scan lists to a gateway device configured as a proxy for the mobile device to communicate with the first communication systems; receive, using the first transceiver, from the gateway device, a reply indicating that the gateway device is capable of scanning the first communication systems using the first scan list, but is not capable of scanning the second communication systems; and control the second transceiver to scan the one or more second communication systems using the second scan list.