An emergency answering center and a method of handling a distributed denial of service attack on an emergency answering center are provided. The emergency answering center receives an emergency call from a current caller. The emergency answering center determines websites visited by the current caller prior to calling the emergency answering center. If the number of calls received at the emergency answering center within a predetermined time period exceeds a predetermined threshold, the emergency answering center compares the websites visited by the current caller prior to calling the emergency answering center to a list of websites visited by other callers within the predetermined time period. If the websites visited by the current caller match at least a subset of the list of websites visited by other callers within the predetermined time period, the emergency answering center processes the emergency call in an alternate manner that is different from the regular manner of processing emergency calls.

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

Disclosed are systems and methods for forecasting inbound telecommunications, and more particularly, for analyzing real-time and historical call center data, and applying a forecasting model to said data in order to predict inbound call volume. Additionally, tools are disclosed for manipulating call center data and generating visual representations of metrics pertaining to forecasting call center data via a dashboard.

A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.

Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.

Aspects of this disclosure are directed to a voice message display method and apparatus in an application, a computer device, and a computer-readable storage medium. The method can be performed by a terminal on which an application is installed and is capable of receiving a voice message. The method can include starting an application, and obtaining n voice messages published by at least one user account. The method can further include displaying a voice message presentation interface of the application, where the voice message presentation interface displays the voice message in a virtual world and the voice message are displayed by using a visible element in the virtual world as a carrier.

Disclosed is a multi-mode communication notification system and method for improving communication between an inmate and a third party by enabling a third party to send a web-initiated contact request for a specific inmate and further allowing the inmate to check his/her contact requests or be automatically notified of contact requests. Additionally, the system electronically notifies the third party when the specific inmate has been notified of the contact request. Further, the system notifies the third party if they have missed a call from the specific inmate.

An emergency answering center and a method of handling a distributed denial of service attack on an emergency answering center are provided. The emergency answering center receives an emergency call from a current caller. The emergency answering center determines websites visited by the current caller prior to calling the emergency answering center. If the number of calls received at the emergency answering center within a predetermined time period exceeds a predetermined threshold, the emergency answering center compares the websites visited by the current caller prior to calling the emergency answering center to a list of websites visited by other callers within the predetermined time period. If the websites visited by the current caller match at least a subset of the list of websites visited by other callers within the predetermined time period, the emergency answering center processes the emergency call in an alternate manner that is different from the regular manner of processing emergency calls.

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

Disclosed are systems and methods for forecasting inbound telecommunications, and more particularly, for analyzing real-time and historical call center data, and applying a forecasting model to said data in order to predict inbound call volume. Additionally, tools are disclosed for manipulating call center data and generating visual representations of metrics pertaining to forecasting call center data via a dashboard.