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.

Systems and methods for multi-factor authentication of a caller identification (ID) identifier are disclosed. In embodiments, a method includes: receiving, by a computing device of a call recipient, a call request message from a remote caller device of a caller, the call request message including an authentication token shared between the caller and the call recipient, and an identifier; authenticating the caller using the authentication token; saving an authorized caller record in an authorized caller list on the computing device, the authorized caller record including the identifier; receiving an incoming telephone call from the caller, the incoming call including a caller ID identifier; determining that the caller ID identifier matches the identifier in the authorized caller record; and initiating completion of the call based on the determining that the caller ID identifier matches the identifier in the authorized caller record.

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.

It is disclosed a method to operate a desktop telephone (400) with Internet Protocol (IP) connectivity in a business social real-time collaboration environment, i.e. using the desktop telephone (400) as terminating point for incoming and outgoing calls or conferences capabilities where the desktop telephone may be located on a desktop or other surface or be wall mounted, with a list of recent calls, contacts (323) and directory search results altogether made available as a single combined conversation list (303) for navigation and for activation for a business social real-time collaboration user, such that the desktop telephone (400) is always up-to-date with the user's social real-time collaboration system; wherein when the said user logs on to his/her social real-time collaboration account the desktop telephone (400) associated with said user is in synchronisation with his/her activities involved with the social real-time collaboration system.

A system for scheduling deferred communications is provided. A workload requirement for a deferred queue for each interval of a set of intervals is determined. Each workload may indicate the amount of work predicted for the associated interval. A staffing requirement for an immediate queue is received and may indicate the number of agents needed to handle the immediate communications for the same intervals. The system, for each interval, may consider the number of agents needed for the interval in the immediate queue. Because the deferred communications do not have to be handled at any particular interval, the system may, based on the workloads, schedule agents for the deferred queue where the immediate queue is less busy (a smaller number of agents are scheduled). The goal of the system being to smooth the intervals such that the total number of agents scheduled for each interval across the immediate queue and the deferred queue remains fairly constant.

A return call routing system verifies that the telephone number of an outbound call being placed by an agent is the telephone number of a contact assigned to the agent. The outbound call is then assigned a tag identifying the contact's phone number as associated with the agent's station. When the routing system recognizes a contact's return call phone number as being tagged, the system bypasses the normal call flow at the call center and the return call is routed directly to the assigned agent's station. A time window for the return call may be set beyond which the return call is directed to the next available agent through a call flow manager.

A method for maintaining contact information in a hearing impaired assisted user's communication device includes the steps of (a) providing a web site for altering assisted user contact information, (b) linking a proxy device to the web site, (c) receiving an identifier associated with the assisted user's device via the proxy device, (d) identifying an assisted user's device via the received identifier, (e) enabling the proxy device to be used to modify contact information for the assisted user associated with the received identifier, (f) starting a timer to time out a sync timeout period, (g) during the sync timeout period, receiving an indication via the assisted user's device confirming a desire to update the assisted user's contact information, (h) updating the assisted user's contact information, and (i) at the end of the timeout period, ceasing an indication that updated data is ready to be used from the assisted user's device.

A method for filtering an original communication, being generated by a caller device toward a called device, and identified by an uncertified caller identity and by at least one certified caller identity. The method includes: verifying a condition satisfied if the uncertified caller identity and the at least one certified caller identity are different; and if the condition is satisfied, detecting expiry of a waiting duration following the verification, this duration being equivalent to the duration of at least one ring; and following the expiry and if no message is detected indicating the end of the original communication, presenting to the called device the original communication with at least one caller identity from among the uncertified caller identity and the at least one certified caller identity, the original communication not being presented to the called device before the detection.

Various disclosed implementations involve processing and/or playback of a recording of a conference involving a plurality of conference participants. Some implementations disclosed herein involve receiving audio data corresponding to a recording of at least one conference involving a plurality of conference participants. In some examples, only a portion of the received audio data will be selected as playback audio data. The selection process may involve a topic selection process, a talkspurt filtering process and/or an acoustic feature selection process. Some examples involve receiving an indication of a target playback time duration. Selecting the portion of audio data may involve making a time duration of the playback audio data within a threshold time difference of the target playback time duration.

A method for maintaining contact information in a hearing impaired assisted user's communication device includes the steps of (a) providing a web site for altering assisted user contact information, (b) linking a proxy device to the web site, (c) receiving an identifier associated with the assisted user's device via the proxy device, (d) identifying an assisted user's device via the received identifier, (e) enabling the proxy device to be used to modify contact information for the assisted user associated with the received identifier, (f) starting a timer to time out a sync timeout period, (g) during the sync timeout period, receiving an indication via the assisted user's device confirming a desire to update the assisted user's contact information, (h) updating the assisted user's contact information, and (i) at the end of the timeout period, ceasing an indication that updated data is ready to be used from the assisted user's device.