A method, system, apparatus, means and computer program products are provided that include identifying a job to be delivered to an agent, the job having a job utilization value and the agent having an available agent utilization where the available agent utilization is greater than the job utilization value, initiating a delivery process to deliver the job to the agent, and delivering the job to the agent and reducing the available agent utilization by the job utilization value.

A method, system or computer usable program product for utilizing caller identification (ID) for managing a mobile device including receiving a policy for invoking an executive function on the mobile device upon a first condition being met wherein the executive function is a function performed by a processor of the mobile device beyond call filtering; determining a caller ID associated with the executive function; providing a caller ID application to the mobile device which will perform the executive function upon the mobile device receiving a phone call with the caller ID that is associated with the executive function; and responsive to meeting the first condition of the policy, placing a phone call to the mobile device with a caller ID matching the caller ID associated with the executive function.

A method, system or computer usable program product for utilizing caller identification (ID) for managing a mobile device including receiving a policy for invoking an executive function on the mobile device upon a first condition being met wherein the executive function is a function performed by a processor of the mobile device beyond call filtering; determining a caller ID associated with the executive function; providing a caller ID application to the mobile device which will perform the executive function upon the mobile device receiving a phone call with the caller ID that is associated with the executive function; and responsive to meeting the first condition of the policy, placing a phone call to the mobile device with a caller ID matching the caller ID associated with the executive function.

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.

A system and method is provided for facilitating a communication between a client and an advisor. The system preferably includes a client device, an advisor device, and a host device, all connected via a network. The client device may interact with a website to request a communication with an advisor. The host device may provide the request to the advisor via a mobile application operating on the advisor device. The mobile application may also be used to upload data to the host device and to participate in the scheduled communication, such as a telephone call. Prior to using the application to participate in the communication, the host device may verify the application by calling it and verbally requesting the entry of verification data. If the advisor enters correct data, the application will be considered verified, and the advisor can use it to participate in the scheduled communication with the client.

Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.

A phone tree traversal system includes an input device configured to receive a user call request, a memory, and one or more processors. The one or more processors analyze the user call request to identify an entity to call and an objective of the call, and obtain a map of a phone tree utilized by an automated call receiving system of the entity. The phone tree includes at least one node with multiple path segments that branch from the node, and each node includes a respective prompt. The one or more processors determine a route along the map to an endpoint of the phone tree associated with the objective. During the call, the one or more processors navigate the phone tree to reach the endpoint by submitting information in response to the respective prompt at each node along the route that is determined.

A computer implanted method of updating a user joining a group after a user-relevant topic has been discussed, the method includes, with a processor operatively-coupled to a memory: identifying the user joining group after a first topic has been discussed in the current session of the group; and determining interest of the user in the first topic, wherein if the first topic is determined to be of interest to the user, providing an automated summary of the first topic to the user.

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.

An emergency report can be made to a plurality of emergency services. Provided is a communication control device 2 housing a subscriber terminal 1, and the communication control device 2 includes: a call control unit 21 that connects an emergency call made from the subscriber terminal 1 to an emergency-call reception switchboard 5; and an outgoing/incoming call inhibition unit 22 that inhibits outgoing/incoming calls from/to the subscriber terminal 1 in a prescribed period, when the emergency call is disconnected by the subscriber terminal 1. The outgoing/incoming call inhibition unit 22: when a call is made from the subscriber terminal 1 in the prescribed period, determines whether the call is an emergency call or a general call; in a case of an emergency call, cancels inhibition for outgoing/incoming calls from/to the subscriber terminal 1 and connects the call by using the call control unit 21; and in a case of a general call, does not connect the call.