The embodiments of the present invention disclose a call processing method and device. The call processing method comprises: sending, by a repeater of the first site, a first call establishment request to a repeater of the second site according to a call request initiated by a first terminal, the first call establishment request comprising an identification of the second terminal; determining, by the repeater of the first site, whether a second call establishment request is received before a call establishment response sent by the repeater of the second site is received, the second call establishment request being sent by the repeater of the second site according to a call request initiated by the second terminal; and if yes, sending, by the repeater of the first site, a call collision notification to the first terminal to notify the first terminal to delay the call.

The mobile terminal includes a display configured to display a lock screen and a controller configured to perform screen timeout when a non-operation state continues in the lock screen and also when the non-operation state continues in a screen other than the lock screen, wherein the controller sets the same predetermined time periods to a duration of the no-operation state in the lock screen before the screen timeout is performed and a duration of the non-operation state in the screen other than the lock screen before the screen timeout is performed.

The present invention discloses a mobile terminal control method, including: receiving a communication request sent by a communication request initiating party, and calculating a time interval between a time when the communication request is received and a time when a previous communication request from the communication request initiating party is received; and if the time interval is greater than a preset threshold, skipping generating a vibrating and/or ringtone alert for the communication request, and detecting an online status of a communications software account associated with the communication request initiating party and sending prompt information to an online communications software account, where the prompt information is used to indicate that a mobile terminal is in a Do Not Disturb mode.

A method of augmenting a telecommunications call, the method comprising: detecting a telecommunications call event at a user telecommunications device; selecting an item of media content, the item of media content being associated with the calling party; augmenting the call with the item of media content; detecting a user interaction with the device in response to the item of media content; and transmitting information relating to the user interaction to the calling party.

Various processes are defined associated with customer-initiated text messages to a contact center to delineate various sessions between the customer and an agent. The sessions are defined in part using various timers, including a customer response timer that is stopped upon receipt of a customer text and started typically started when the agent response is sent. The session is initiated upon the initial customer text and the expiry of the customer response timer defines the end of a particular session with the customer. Various data structures are created or updated upon the beginning of a session, including tables which may define which sessions a customer previously had and the messages associated with each session. The agent may be able to review prior sessions for a given customer and can review the specific messages of a prior session.

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.

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.

In an approach to generating a digital sentiment signature to characterize an end to a communication, one or more computer processors detect a start of a communication between at least two participants. A computer starts a digital timer of the communication. A computer identifies one or more digital marks of the communication, where the one or more digital marks are a reflection of a sentiment of at least one of the at least two participants in the communication. A computer generates a digital sentiment signature based on the digital timer and on the one or more digital marks, where the digital sentiment signature is a digital signal that can be communicated across a plurality of types of communication channels. A computer detects an end of the communication. A computer determines a reason for the end of the communication. A computer stores the reason.

In one aspect, a system for receiving communications while a user operates a motor vehicle is provided. The system may include (1) a BLUETOOTH interface configured to establish a connection to a BLUETOOTH device associated with the motor vehicle, (2) a wireless communication interface configured to receive a wireless communication from a remote device, and (3) a processor coupled to the wireless communication interface and the BLUETOOTH interface, and configured to: (a) determine the user is operating the motor vehicle based upon the connection to the BLUETOOTH device, and (b) suppress a notification of the user of receipt of the wireless communication while the user is operating the motor vehicle.

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.