A system and method may identify a fraud ring based on call or interaction data by analyzing by a computer processor interaction data including audio recordings to identify clusters of interactions which are suspected of involving fraud each cluster including the same speaker; analyzing by the computer processor the clusters, in combination with metadata associated with the interaction data, to identify fraud rings, each fraud ring describing a plurality of different speakers, each fraud ring defined by a set of speakers and a set of metadata corresponding to interactions including that speaker; and for each fraud ring, creating a relevance value defining the relative relevance of the fraud ring.

A method of operating a captioned telephone comprising the steps of dialing a telephone number to a relay gateway, connecting to the gateway over a communication network, performing a test to assess communication network quality, based on the test results, setting up the captioned telephone to operate in at least one of a first mode and a second mode wherein each of the first and second modes is one of (i) a PSTN mode in which data is communicated between the captioned telephone and the relay gateway via analog transmission and (ii) an IP mode in which data is communicated between the captioned telephone and the relay gateway via the Internet.

A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.

An agent control device configured to execute a plurality of agents and including a processor, the processor being configured to store an interruptibility list that stipulates interruptibility of execution for each function of one given agent being executed or for an execution status of the one given agent; request execution of each of the agents at a prescribed trigger, or request execution of another given agent at a specific trigger, reference the interruptibility list in order to set permissibility information relating to executability of the other given agent in conjunction with execution of the one given agent; and perform management such that, in a case in which there is a request at the specific trigger for execution of the other given agent while the one given agent is executing, the other given agent is executed based on the request.

Aspects of the subject disclosure may include, for example, a system, including: a camera; a media projector; a directional microphone; a processing system including a processor; and a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations of: detecting a subscriber entering an intelligent area; receiving a communication for the subscriber from a communications network; determining whether the subscriber can accept the communication; and responsive to a determination that the subscriber can accept the communication: monitoring a position of the subscriber in the intelligent area; and discretely delivering the communication to the subscriber based on the position. Other embodiments are disclosed.

A method and system are described for enhancing the security of calls made by a member of a controlled environment to an outside party, particularly when the outside party communicates via a cellular phone. An application is provided for the cellular device, which must communicate and register with a calling platform of the controlled environment. Certain elements of personal verification data are obtained by the user of the cellular device and stored at the calling platform for later reference. Calls from the inmate to the cellular device cause the calling platform to issue a notification to the user via the application. The user verifies his/her identity using the application, after which the call can be connected. As a further security measure, certain conditions can be required and periodically checked during the call to ensure the user remains verified.

A method for identifying a fraudulent phone number is provided. The method includes receiving a user report dataset indicating fraudulent activity corresponding to a phone number, and responsive to receiving the user report dataset, identifying a record in a database corresponding to the phone number. The method further includes tagging the record to identify the phone number as being associated with fraudulent activity.

The present disclosure describes a monitoring environment that monitors an activity for activity that may be indicative of being prohibited by the local, the state, and/or the national governing authorities, namely suspicious activity, or activity that is prohibited by the local, the state, and/or the national governing authorities, namely prohibited activity. The monitoring environment verifies the activity is actually being monitored within the monitoring environment. The verification can require one or more monitoring persons monitoring the activity to perform one or more tasks to verify their attentiveness in monitoring the activity. The one or more tasks can be as simple as activating a checkbox or providing a code or an electronic signature to provide some examples, although more complicated tasks, such as a biometric verification such as a retinal, a facial, and/or a voice verification to provide some examples, are possible as will be recognized by those skilled in the relevant art(s) without departing from the spirit and scope of the present disclosure.

An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server

A method and system are described for enhancing the security of calls made by a member of a controlled environment to an outside party, particularly when the outside party communicates via a cellular phone. An application is provided for the cellular device, which must communicate and register with a calling platform of the controlled environment. Certain elements of personal verification data are obtained by the user of the cellular device and stored at the calling platform for later reference. Calls from the inmate to the cellular device cause the calling platform to issue a notification to the user via the application. The user verifies his/her identity using the application, after which the call can be connected. As a further security measure, certain conditions can be required and periodically checked during the call to ensure the user remains verified.