An emergency management method comprising a device (1) for emergency calls and a central management information centre (30); said method comprises the steps of: recognizing a danger situation on the basis of processing of the signals provided by at least one movement sensor (13) and by a GPS module (11), positioned in said device (1); said step of recognizing a state of danger comprises the steps of: verifying a variation of the position obtained by said GPS module (11), verifying that the value of said at least one movement sensor (13) has exceeded a predefined limit; entering a state of attention if said checks are positive; said method, having recognized said state of attention, comprises the steps of: activating a timer for a first time; and if the position obtained by said GPS module (11) has not varied within said first time, and the value of said at least one movement sensor (13) is below a given predefined sensitivity threshold, within said first time, said method enters a state of alarm; said method in said state of alarm comprises the steps of: making a connection between said device (1) and said central information system (30); sending to said central information system (30) the data relative to identification of the owner of said device (1) and the position obtained by said GPS module (11); transferring the data relative to identification of the owner of said device (1) and the position obtained by said GPS module (11) from said central information system (30) to a private or public operator.

A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.

Systems and methods for maintaining and dynamically updating inactivity timers at a user equipment to detect a one-way audio or mute call to improve call experience are disclosed. The method enables the user equipment to perform a set of actions (e.g., enable, disable, drop call, don't drop call, etc.) when a one-way audio or mute call is detected. Values for the timer and/or action parameters can be dynamically determined and/or communicated to the user equipment by a telecommunications service provider based on one or more of the following factors: network health, network congestion, current events, type of call (e.g., emergency, non-emergency), type of customer (e.g., business, premium, residential, etc.), service-level agreement, and so on. Values for the timer and/or action parameters can be configurable based on a location.

Techniques for pairing in a task assignment system with an external pairing system are disclosed. In one particular embodiment, the techniques may be realized as a method for pairing in a task assignment system with an external pairing system comprising transmitting first information that identifies one or more tasks waiting for assignment and one or more agents available for assignment; transmitting a pairing request; determining an initial timeout window to wait for the external pairing system to respond to the pairing request; receiving at a first time within the initial timeout window, an extension request that includes an instruction to extend the initial timeout window; extending the initial timeout window in response to the receiving the extension request; and receiving at a second time within the extended timeout window, a pairing response that includes a selected pairing between the one or more tasks and the one or more agents.

Technologies are disclosed for determining a best time to send a text message to a party over a plurality of contact periods of time to achieve having the party respond to the message with a desired outcome and/or result. Various embodiments of the invention involve determining, for each period of time, an amount of time the party is expected to take to respond to the text message, a cost of sending the message, and a probability of the party responding with the desired outcome and/or result as a result of sending the message during the period of time. A contact attempt value is determined for each period of time based on these variables along with a desirability of sending the message to the party during the period of time. Accordingly, the best time to send the message is identified as the period of time having the highest contact attempt value.

A method and device are presented for delivering a voicemail message to a voicemail system associated with a user device. A first session initiation protocol (SIP) session may be initiated with a first SIP server. Upon receiving a provisional response from the first SIP server, a second SIP session may be initiated with a second SIP server. A response indicating that a call has been successfully established using either the first SIP session or the second SIP session is received. The SIP session in which the call was not established is terminated. Audio from the voicemail system received via the SIP session in which the call was established is analyzed to determine when the voicemail system may receive the voicemail message. The voicemail message is transmitted to the voicemail system via the SIP session in which the call was established.

An approach is provided that hides a caller's telephone number and instead displays a user friendly string that acts as an alias for the caller's identity. The approach receives, from a caller using a calling device, an incoming call at a receiving device that is the information handling system such as a smart phone. The incoming call includes a set of textual metadata that includes an alias corresponding to caller as well as the caller's telephone number that corresponds to the calling device. The approach then displays, on a display screen accessible from the receiving device, the alias while inhibiting display of the caller telephone number, thus keeping the caller's actual telephone number hidden from the user of the receiving device.

Systems and methods for developing and utilizing a contactability profile are disclosed. Contact information may be managed by receiving activity data associated with an entity, processing the received activity data, generating at least one contactability profile associated with the entity based upon a result of the processing, and storing the generated contactability profile.

The present invention relates to a method of augmenting a telecommunications call, the method comprising detecting a telecommunications call event at a user telecommunications device 10; selecting an item of media content 101, the item of media content 101 being associated with a uniform resource identifier or URI; augmenting the call with the item of media content 101; detecting a user interaction with the item of media content 101; and on termination of the call, performing an action in dependence on the resource identified by the URI. The invention extends to a corresponding system and apparatus.

A system establishes an agent communication with a customer. An agent computer with a first processor and a first memory receives a batch notification identifying a batch of one or more customer records in the agent computer, for communication in the near future. The one or more customer records is associated with one or more customers. A second computer with a second processor and a second memory provides the batch notification identifying the batch of one or more customer records in the agent computer. The system determines a next step action by taking into account touch specific outcome correlation data, marketing outcome correlation data, and/or correlation between touch specific outcome correlation data and overall outcome data.