Technology for determining a queue position of a call from a user can include receiving, at an enterprise, the call from a user device associated with the user. The user device includes an application associated with the enterprise. The call is placed into an on-hold queue. A weighted level of importance associated with the call is determined based on call history information associated with the user device and call frequency associated with the user. The weighted level of importance is compared to at least one weight threshold. A wait time for the call is decreased based on the weighted level of importance meeting or exceeding the at least one weight threshold.

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

Systems and methods for handling dual modality communication between at least one user device and at least one server. The modalities comprise audio modalities and mechanical motion modalities. The server may be simultaneously connected to the user device via a data network and a voice network and simultaneously receive audio-based input and mechanical motion-based input.

A computerized-method using a cloud-based computing environment for improving client service, in a contact center is provided herein. The computerized-method includes: retrieving a context of a query and a time-limit from a CTI event and attempting to retrieve data to evaluate average resolution time for the received context. When the data is found, comparing the evaluated average resolution time with the received time-limit and when the received time-limit is below the evaluated average resolution time, sending a delay notice and providing the client a menu of options for querying through other channels. When the data is not found, or when the received time-limit is above the evaluated average resolution time, presenting on an agent dashboard, the time-limit of the client and accordingly updating parameters in the agent dashboard during the inbound call, thus, improving client service, by considering the time-limit of the client before the agent addresses a query.

A method and system for establishing optimized data streams in a network can be configured for crafting resource-draining Session Description Protocol (SDP) bodies on a call queue.

A computer captures a voice of a user. The computer determines a frequency spectrum and a voice pattern of the voice. The computer identifies one or more topics of the voice by transcribing the voice by a natural language processing. The computer identifies the user based on matching the frequency spectrum of the voice to the frequency spectrum of the conversation and the pattern of the voice to the pattern of the conversation when a conversation is intercepted and determines a trust score based on comparing the one or more topics to the one or more topics extracted from the conversation.

A method for rendering media content is provided. One example method includes: receiving call signaling of the call service from a call session control device; obtaining call context information of the user equipment; and enabling, based on the call context information, the user equipment to render media content.

The technologies described herein are generally directed to modeling radio wave propagation in a fifth generation (5G) network or other next generation networks. For example, a method described herein can include, facilitating, by a first device, receiving a first communication directed to a second device from a third device associated with a first telephone number. The method can further include determining, by the first device, that the first communication comprises a reference to a second telephone number different from the first telephone number, resulting in a number discrepancy. Further, based on the number discrepancy and an analysis of the first communication, the method can further include preventing, by the first device, communication of the first communication to the third device.

This disclosure relates to generating telecommunication network measurements. In one aspect, a method includes presenting, by a client device, a digital component that, when interacted with, initiates a call by the client device to a phone number specified by the digital component. A trusted program stores, in a presentation event data structure, a presentation event data element specifying the phone number and resource locator for a reporting system to which reports for the digital component are sent. The trusted program detects a phone call by the client device to a given phone number. The given phone number is compared to one or more presentation event data elements stored in the presentation event data structure. A determination is made that the given phone number matches the phone number specified by the digital component. In response, an event report is transmitted to the reporting system.

A computer-implemented method for correlating payment service submissions and data captured from a call stream is described herein. The method comprises receiving data captured from a call stream by a data capture device; receiving a payment service submission comprising an identifier; determining an association between the identifier and the call stream; and replacing the identifier in the payment service submission with the data captured from the call stream associated with the identifier.