A data backup method for a mobile terminal and a mobile terminal including the same. The method includes: receiving a data backup request; backing up information data by blocks and generating backup data of each block; scanning the backup data of each block and generating corresponding statistics information; and storing the backup data and the statistics information of each block.

This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

The present invention relates to a method for redirecting a call to at least one message deposit server chosen beforehand, when a call being set up is being transferred from a first terminal to a second terminal, the transfer being carried out by means of a first signaling message containing a value representative of a number of transfers of the call, referred to as the forwarding field, the method being such that it includes the steps of: assigning to the forwarding field of the first signaling message a first value greater than or equal to a threshold, the threshold corresponding to a value starting from which the transfer of a call is not allowed by the network; transmitting the first signaling message to the second terminal; and upon receiving a message indicating a failure to set up the call with the second terminal in response to the first signaling message, assigning to the forwarding field of a second signaling message a second value less than the threshold; and transmitting the second signaling message to the at least one chosen deposit server. The invention also relates to a server and a terminal comprising a device suitable for implementing the method according to the invention.

An approach for handling undesired communication at a mobile device is disclosed. A call scoring platform detects a request for delivery of a communication from an originator to a recipient. The call scoring platform then collects data feeds from data sources associated with the communication, the originator, the recipient, or a combination thereof and based on the data feeds, a score is computed for the communication, the originator, or a combination thereof. Further, based on the computed score filtering and/or blocking of delivery of the communication to the recipient is initiated. In addition, the call scoring platform creates a personal scoring system for one or more users wherein the users may assign scores for an incoming communication.

Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

An example method for managing a conference call includes detecting multiple concurrent audio signals. The multiple concurrent audio signals include a first audio signal from a first participant on a conference call and a second audio signal from a second participant on the conference call. The example method also includes comparing a first cumulative time period in which the first participant has spoken to a second cumulative time period in which the second participant has spoken on the conference call. The example method further includes selecting, based on the comparison, one of the first participant and the second participant as a lower ranked participant. The example method also includes providing an indication to the lower ranked participant to yield speaking in favor of another participant on the conference call.

Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

Techniques for benchmarking performance in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking performance in a contact center system including pairing a first portion of a plurality of contacts with a plurality of agents using rank-based matching or pattern matching, pairing a remaining portion of the plurality of contacts with the plurality of agents using a random matching strategy, and determining a first amount of performance gain for the contact center system by comparing a first plurality of call outcomes associated with the first portion of the plurality of contacts with a second plurality of call outcomes associated with the remaining portion of the plurality of contacts.

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.

A method for processing data associated with a caller party upon setup of an incoming communication is proposed. The method includes: obtaining, from received signaling data associated with the communication, caller party identification data; transmitting a request for qualification of the nature of the caller party including the caller party identification data; receiving, in response to the request, qualification information on the nature of the caller party including respective likelihood indicators for each of one or more categories to which the caller party corresponds; and reporting incoming communication acceptability information that includes the likelihood indicators for each of the one or more categories through a user interface.