A system uses intelligent logic to determine information from a communication and to infer relevant CRM objects that may be related the communication. The system further presents a user interface with the communication information and the related CRM objects to allow an agent to review, select, and relate the communication information to one or more CRM objects. Accordingly, the embodiments described herein improve the efficiency of communication management systems and CRM systems by providing an intelligent logic and unique user interface that greatly reduces the number of steps needed to relate communication information with a CRM object.

A system integrating a web browser and telephone is provided. A user enters, and the web browser receives, an input specifying a request to receive an audio output from the telephone. The web browser generates an audio stream which is communicated to the WebRTC gateway. The WebRTC gateway converts the audio stream from a first format into a second format. The WebRTC gateway communicates the converted audio stream to the SIP gateway, which forwards the audio stream to the telephone switch along with information identifying the telephone number to which the audio stream is directed. The telephone switch communicates the audio stream to the telephone where the audio stream is converted to be played using the speaker of the telephone.

A system and method for providing telephone event data are described. The system comprises a communications module; a processor coupled to the communications module; and a memory coupled to the processor, the memory storing processor-executable instructions which, when executed by the processor, configure the processor to receive, via the communications module and from a telco server, telephone event data; translate at least a portion of the telephone event data into a format compliant with a particular application executing on a computing device; and send, via the communications module and to the computing device executing the particular application, the translated portion of the telephone event data.

A resilient network call management framework that automatically detects slow Application Programming Interfaces (APIs) at downstream dependent applications based on constantly measuring and monitoring the response time coming from such applications. Once a slow API has been identified, the framework provides the capability to temporarily shut down (otherwise referred to herein as, “short-circuit”) the network call path associated therewith until the monitoring determines that the response time is back to an acceptable level (i.e., returns to a healthy status). Implemented in conjunction with a shared services server hosting different service applications, processing by the framework may be limited to only those service applications or network calls deemed non-critical, such that, critical service applications or network calls are not subjected to being shut down regardless of response time.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

Systems and methods for providing call verification to prevent voice phishing, comprising: receiving a first API call, wherein the first API call is a call request from a service provider to establish a call with a client device associated with a client of the service provider; verifying an identity of the service provider, wherein verifying the identity of the service provider comprises: generating a second API call; transmitting the second API to a verification system; and receiving verification of the service provider from the verification system; transmitting a notification to the client device that includes an indication that an incoming call is from a verified service provider; verifying the identity of the client; and establishing the call between the service provider and the client after both the identity of the service provider and the identity of the client are verified.

Systems and methods for providing a translation-enabled multiparty communication session utilize a translation service that is configured to receive individual audio streams from each participant in the communication session, and which then generates a participant text stream for each participant based on their audio stream. This can be accomplished using speech-to-text techniques. Each participant's text stream is then translated into a different language to create a translated participant text stream. Individual participants in the communication session can then subscribe to the translated participant text streams to view a translation of what each participant is saying during the communication session.

One example method of operation may include one or more of identifying a calling device number of a calling device, matching the calling device number with one or more of a plurality of enhanced call content profiles, selecting, based on a call identifier, one of the enhanced call content profiles comprising enhanced call content intended for one or more call recipient device numbers, and forwarding the enhanced call content associated with the selected enhanced call content profile to one of the call recipient devices.

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.

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.