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.

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.

A method and apparatus of maintaining time information for a multi-tasking customer service agent is disclosed. One example method of operation may include maintaining time information allocated to a plurality of tasks. The method may include receiving a first task and starting a first timer at a computing device corresponding to the beginning of work performed on the first task. The method may also include receiving a second task and starting a second timer different from the first timer, which corresponds to the beginning of work performed on the second task. The method may further include transferring a total time allocation record representing a total time counted by the first timer and a total time counted by the second timer to a data record stored in memory, wherein the data record associates the total time counted by the first timer with a corresponding task, and associates the total time counted by the second timer with a different corresponding task.

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 mechanism is provided for detection of a spear-phishing phone call. Responsive to an individual receiving a phone call, a determination is made as to whether the phone call has one or more identifiable traits from a set of identifiable traits that are identified as being associated with spear-phishing. Responsive to identifying that the phone call has one or more identifiable traits from the set of identifiable traits that are identified as being associated with spear-phishing, an associated weighted risk value for each of the identified traits associated with the phone call is identified from the set of identifiable traits. A total risk value is calculated using each weighted risk value associated with each identified trait associated with the phone call. Responsive to the total risk value exceeding a predetermined risk value, the individual is notified of the total risk value to enable the individual to take an appropriate action based on the total risk value.

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.

Methods and systems for automatically assigning virtual numbers are provided herein. In some embodiments, a method for automatically assigning virtual numbers may include receiving, from a first customer device associated with a first identifier, a second identifier associated with a recipient device; establishing a call between the first customer device and the recipient device; assigning a first virtual number associated with the first identifier and the second identifier, wherein the first virtual number is selected to be in a local calling area of the first identifier; and transmitting the first virtual number to the customer for use in making future calls to the recipient device.

Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for techniques for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies.

The disclosure provides a call notification method and an electronic device. The method includes: when a call is received, acquiring contact person information corresponding to a calling number; according to the contact person information, determining a basic notification level of the calling number; acquiring a count of missed calls from the calling number within a preset time; according to the count of the missed calls, determining an additional notification level; according to the basic notification level and the additional notification level, acquiring a current notification level corresponding to the current calling number; acquiring a notification manner corresponding to the current notification level; and according to the notification manner, conducting a call notification for the calling number. The method and electronic device provided by the application avoids to a certain extent the situation of delaying an event because a user forgets to set a basic notification level of an important contact person to a higher level, and the current notification level determined thereby is more accurate. For each current notification level, a corresponding notification manner is selected to conduct a call notification, so that call notifications of contact persons in different notification levels are distinguished, and the user experience is good.

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.