Endpoints, such as telephones, on a communication network may request an interactive communication with another endpoint. While the request is being processed, the calling endpoint may receive a call from the called endpoint. Systems and methods are provided that automatically allow one endpoint to accept the incoming call, such as by joining the two calls, and terminating their outbound call. As a result, endpoints attempting to call each other may be connected with a single call without requiring any endpoint to be routed to voicemail due to their called endpoint being busy. Additionally, arbitration rules may be provided to resolve any “race condition” where both endpoints would otherwise each accept or each decline their incoming call.

Disclosed are systems, methods, and non-transitory computer-readable media for delivering content to a client device placed on hold. A communication system establishes a communication session between a client device placed on an initial hold and a content delivery service, during which the client device placed on the initial hold may place a subsequent hold, resulting in multiple concurrent holds. The communication system allocates a unique identifier to the subsequent hold and updates records associated with the initial and subsequent holds to include an indication that the client device that ends the hold should be placed on hold. The communication system terminates the communication session between the client device placed on the initial hold and the content delivery service and returns the unique identifier allocated to the subsequent hold to the client device that initiated the subsequent hold.

A Virtual agent that is a fully automated computer software solution that can engage with real people, customers, clients and even other agents. Virtual agents have personality with animation and engage with the customer via text or voice or a combination of both as an actual person. Virtual agents are able to answer customer questions and provide information to address their issues. Virtual agents transfer calls to live agents if they cannot address customer issues.

A method is provided for managing a plurality of media flows to be reproduced by a calling device prior to the finalization of the establishment of a communication. The method is implemented by the calling device prior to the finalization of the communication. The method includes sending a request for the creation of the communication to at least one called device. For each media stream of the plurality of media streams, a first degree of priority associated with the media stream is searched for in a message received in response to the request for creation of the communication. A media stream to be played is selected from the plurality of media streams, according to second degrees of priority associated with the media streams of the plurality of media streams, the second degrees of priority obtained according to the result of the search.

A method and systems for identifying communicators as wanted or unwanted based on communications from such communicators, the method comprising determining communications from phone numbers as being unwanted by analyzing communication content features of communications associated with unwanted communicators, identifying telecommunications carriers that acquired the phone numbers, computing scores for the telecommunications carriers based on an amount of the determined unwanted communications from the phone numbers are unwanted, intercepting an inbound communication from a given phone number, identifying the given phone number is associated with a given one of the telecommunications carriers, and configuring handling of communications from the phone number based on a score of the given telecommunications carrier.

Systems, methods, and devices for establishing communications sessions with contacts are disclosed. In some embodiments, a first request may be received from a first device. The first request may be to communicate with a contact name. A user account associated with the first device may then be identified, and a contact list associated with the user account may be accessed to determine contacts associated with the contact name. Based on the contact list, a first contact and a second contact associated with the contact name may be identified. It may be determined, from memory, that the first contact is a first preferred contact. However, based on an intervening event, the second contact, rather than the preferred contact, may be selected for communicating with the contact.

The present disclosure provides a method for processing a system call in a voice call. The method includes: participating, by a first terminal, a voice call with one or more second terminals, the voice call being performed in a non-system voice call application on the first terminal; monitoring, by the first terminal, a system call start event during the voice call; actively stopping, in response to the system call start event, use of an audio device of the first terminal; suspending participation of the first terminal in the voice call; sending, by the first terminal, a voice suspension request to a server to remind the one or more second terminals that the first terminal suspends the voice call; and recovering the voice call when the system call ends.

In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System (CAMS) that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.

A method and systems for identifying communicators as wanted or unwanted based on communications from such communicators, the method comprising determining communications from phone numbers as being unwanted by analyzing communication content features of communications associated with unwanted communicators, identifying telecommunications carriers that acquired the phone numbers, computing scores for the telecommunications carriers based on an amount of the determined unwanted communications from the phone numbers are unwanted, intercepting an inbound communication from a given phone number, identifying the given phone number is associated with a given one of the telecommunications carriers, and configuring handling of communications from the phone number based on a score of the given telecommunications carrier.

As call centers continue to be replaced with omnichannel contact centers, managing a plurality of simultaneous media channels becomes more important. Contacting a customer on one channel and, at the customer or agent's request, initiating a second channel that delays the interaction will having limited acceptance and, in some jurisdictions, may be illegal. By nailing-up an agent half-communication with a number of channels, agents maintain a perpetual connection comprising an agent half-communication to a server, such as one serving as a media anchor point, share point, etc. The customer half-connection is established to a server and the agent, already connected, is joined. As a result, the customer experiences a greatly reduced delay between the time they answer and being greeted by an agent, regardless of the media type or types utilized.