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, the call record can be processed to originate a SMS text call, where the agent also determines when the call originates. In each embodiment, 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. Once the dialing mode is selected, it may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

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.

Aspects of this disclosure are directed to a method and a terminal device, and a computer-readable storage medium. The terminal device includes processing circuitry that obtains n voice messages from at least one user account. n is a positive integer. The processing circuitry displays a voice message presentation interface. The voice message presentation interface is configured to display virtual characters corresponding to the n voice messages in a virtual world. Locations of the n voice messages in the virtual world are based on whether the n voice messages are unplayed. The virtual characters can be based on respective message attributes of the n voice messages.

A teleconference system (1) capable of smoothly progressing a teleconference is provided. A speech determination unit (2) determines whether a voice of each of a plurality of participants in a teleconference indicates speech or back-channel. A voice output control unit (4) performs control so that the voice of each of a plurality of the participants is output by a communication terminal of each of a plurality of the participants. The voice output control unit (4) performs control, when, while one of a plurality of the participants makes speech, another participant makes speech, so as to suppress an output of the speech of the another participant. A count unit (6) counts the number of collision speeches, for each participant. A number display control unit (8) performs control so that a display related to the number of times is made at the communication terminals of a plurality of the participants.

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.

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.

A communication apparatus for performing automatic reception processing of a calling signal received on a telephone line, by power supplied from a first power supply, includes an image processing unit, a detection unit, a counting unit, and a power supply control unit. The image processing unit performs image processing on image data received over the telephone line, by power supplied from a second power supply. The detection unit detects a calling signal received on the telephone line, by power supplied from the first power supply, while power supplied from the second power supply is stopped. The counting unit counts the number of calling signals detected by the detection unit. The power supply control unit starts supply of power from the second power supply on the basis that the number of detected calling signals counted by the counting unit reaches a predetermined number.

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.

There is provided a mechanism that allows automated calls made from a set of one or more numbers to be detected and routed in an appropriate manner. The calls are classified based, at least in part, on one or more features of a call frequency time series that is generated from data representing a plurality of calls previously made from a set of one or more numbers by determining a respective number of calls made by the set of numbers during each of a plurality of time intervals. The classification indicates whether the calls include automated calls. Further calls from the set of numbers are routed in accordance with the classification.

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.