Terminal information of a mobile terminal via the Internet is transmitted, and an outgoing reservation is made. Along with this, terminal information of a mobile terminal is transmitted from a telephone network to a telephone exchange apparatus of a company. The telephone exchange apparatus checks the terminal information of a call originator mobile terminal for which an outgoing call is reserved via the Internet against call originating terminal information arrived via the telephone network, and when the call originator terminal information arrived via the telephone network can be authenticated, the reserved call destination terminal is called with the company exchange apparatus as a call originator. When a user calls a customer from his/her mobile terminal phone, a telephone number of the personal mobile terminal is not displayed on a call destination terminal. Further, no troublesome operation for callback is required, and the communication cost charged to a company is reduced.

A device receives, from a user device, a communication request that includes information identifying a user of the user device, an organization, and at least one reason for the communication request. The device determines, based on the communication request, information concerning the user, a telephone number associated with the organization, and a menu of an interactive voice response (IVR) system device associated with the telephone number. The device communicates, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, with the IVR system device via a communication session initiated based on the telephone number. The device determines, based on communicating with the IVR system device, a time that the user is to interact with the IVR system device via the communication session, and causes the user device to join the communication session at the time.

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.

One example method of operation may include identifying a call from a calling device destined for a mobile device, responsive to identifying a calling device number assigned to the calling device, accessing a call content application programming interface (API), operated by a content delivery device, configured to deliver to the mobile device a first caller identification name (CNAM) or a second CNAM, assigned to the calling device number, determining a context assigned to a mobile device number assigned to the mobile device, selecting one of the first CNAM and the second CNAM based on the context, and assigning the selected CNAM to the call.

An electronic device and method for control of incoming calls based on stored a plurality of call settings is provided. The electronic device receives a first call from a first caller party device associated with a first caller party. The electronic device transmits a first challenge message to the first caller party device based on the received first call. The electronic device further transmits a second challenge message to the first caller party device based on a first call setting of the stored plurality of call settings. The electronic device determines a time of receipt of a second call, different from the first call, received from the first caller party device. The electronic device further controls the second call based on a threshold time period, the determined time of the receipt of the second call, and a second call setting of a stored plurality of call settings.

A method, device, and computer-readable medium provide for receiving, via a chatbot access channel, a chat message from a user device associated with a customer chat session; determining that the chat message includes a customer intent that corresponds to a chat flow for the customer chat session; generating one or more suggested response messages based on the chat message, wherein at least one of the one or more suggested response messages includes a previously stored chat message response corresponding to the customer intent and approved by a service agent; presenting, via a display, a transcript of a messaging sequence for the customer chat session concurrently with a user interface that enables the service agent to perform an action with respect to the one or more suggested response messages; and sending, via the chatbot access channel, a selected one of the one or more suggested response messages to the user device.

Systems and methods for managing calls and alerts on a mobile electronic communications device include detecting a sleep state associated with the user, providing alerts to the user in a manner and at a time determined by the user's current sleep state. Similarly, calls are managed based on the user's sleep state so that the user is not awakened from deep sleep by routine calls but may be awakened in the event of an urgent call.

A method and apparatus for scheduling agents in a call center to meet predefined service levels, wherein communications are associated with queues representing categories of communications, the queues including at least one concurrent queue of concurrent communications, wherein multiple concurrent communications can be handled concurrently by a single agent. The method includes executing a simulation to determine an effectiveness of plural agents. The simulation includes computing a skill group weighting (SGW) for each agent for at least one concurrent queue and at least one interval based on: t.sub.c, the time spent by the agent on queue C communications t.sub.all, the time spent by the agent on all concurrent communications t.sub.e, the elapsed concurrent time for the agent t.sub.n, the non-idle time of the agent; and

Agents are scheduled based on the SGW and max capacity of concurrent communications for each agent.

Deterring or defeating Robocallers and telemarketers by preventing incoming calls from ringing a called phone while deceptive pseudo ringback sounds are returned to the caller while the called phone is not ringing. Ringback sounds are incorrectly associated with a called phone ringing; ringback sounds only indicate a call is connected. This methodology does not require any identification of nor information about a call.

Systems and methods for maintaining and dynamically updating an inactivity timer 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 an action (e.g., enable, disable, drop call, don't drop call, etc.) when a one-way audio or mute call is detected. Instead of hardcoding values for the timer and/or action parameters within the user equipment (for example, by an original equipment manufacturer (OEM)), these parameter values can be dynamically determined and 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 (emergency v. non-emergency), type of customer (business, premium, residential, etc.), service-level agreement, and so on.