A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.

Prompt snippets (typically 800 ms long) that are used to detect voice prompts within a call waveform may be divided into smaller sniplet portions (approx. 100 ms) long. The presence of a prompt in a call waveform may be detected by detecting the sniplets and determining if a sufficient number of the sniplets of a snippet were detected in sequence and within allowable time constraints. The use of sniplets improves accuracy of prompt detection in call waveforms in lower quality transmissions.

The present subject matter is directed to an apparatus and methodology for monitoring for the occurrence of use of unauthorized telecommunications equipment within a designated area. The present subject matter has particular utility to the corrections environment in that it discloses a methodology for detecting and reporting the unauthorized operation of cellular telephones within a corrections facility. The present technology may be used advantageously in combination with inmate telephone systems to transmit information to appropriate personnel in the form of email messages and/or voice communications by way of telephone local or corrections facility external telephone lines. The present technology also provides for recordation and storage of time, date and location information for detected events.

In an approach for proactively detecting and resolving an issue of a plurality of active callers placed in a call queue using a machine learning technique, a processor monitors a call queue. A processor determines that a first threshold is triggered when a pre-set percentage of active callers are placed in the call queue. A processor analyzes a set of information in a customer account of each active caller for one or more common factors. A processor identifies a reason for the event occurring from the one or more common factors. A processor registers the event occurring as the domain event. A processor resolves the event occurring by providing the plurality of active callers with a resolution. A processor determines if a second threshold is triggered. Responsive to determining the second threshold is triggered, a processor executes an Interactive Voice Response workflow.

One embodiment provides a method, including: receiving, at an information handling device, a first predetermined data characteristic and a second predetermined data characteristic; receiving, at the information handling device, text data comprising a third predetermined data characteristic; comparing, using a processor, the third predetermined data characteristic with the first predetermined data characteristic and the second predetermined data characteristic; and determining, based on the comparing, whether the third predetermined data characteristic is associated with the first predetermined data characteristic or the second predetermined data characteristic. Other aspects are described and claimed.

A telephony communications system for detecting abuse in a public telephone network to which a telephone network subscriber is connected includes: a telephone system server, configured to: emulate an extension subscriber in order to simulate the existence of the emulated extension subscriber of the telephone system vis-à-vis an attacking entity, receive a control command from the attacking entity to establish a telephone connection between the emulated extension subscriber and the telephone network subscriber, and send a connection request to the telephone network subscriber in response to receiving the control command in order to initiate the establishment of the telephone connection between the emulated extension subscriber and the telephone network subscriber; and a telephone network abuse detection device configured to detect an abuse attempt in the public telephone network on the basis of the telephone network address of the telephone network subscriber.

Disclosed are a line diagnosis method and apparatus. The method includes: acquiring a test result reported by a test device, herein, the test result is a test result acquired after the test device tests a line that needs line diagnosis (S102); and invoking a dynamic language file to analyze the test result and obtaining a line diagnosis result, herein, the dynamic language file includes known line fault types described in a dynamic language and corresponding judging conditions (S104). Through the technical solution, the problem in the related art that the time period of re-customizing a diagnosis program for line diagnosis is too long to satisfy the user demand is solved; the time period required by function customization is largely shortened during line diagnosis, and a user can rapidly adjust the analysis solution according to changes of the line situations, the user demand is satisfied and the user satisfaction is improved.

A method for telephony includes receiving at an Internet telephony service provider a subscriber request to place a call to a telephone number. A cache associated with the internet telephony service provider is queried to check if the cache holds a record for the telephone number. If the cache holds the record, the record is obtained. If the cache does not hold the record, a request is sent to a database server that maintains a database of records associating endpoint user terminal telephone numbers of subscribers with respective packet network addresses of the endpoint user terminal. The call is placed to the endpoint user terminal telephone number via a public switched telephone network whilst the request is sent to the database server to retrieve the packet network address of the endpoint user terminal to which calls to the telephone number should be placed.

Methods, systems, and devices for displaying advertisements on mobile telephone devices at the end of a call to a pre-designated number are disclosed. In aspect a computerized method comprises determining that a telephone call has been initiated between a mobile telephone device and a second telephone device, determining that the telephone number matches a campaign telephone number stored on the mobile telephone device, determining a media object to display based on the telephone number, downloading the media object on the mobile telephone device, determining that the telephone call has ended, and displaying the media object on the mobile telephone device after the telephone call has ended.

A method of recorded message detection is provided. In this an audio restream is received and a set of landmark features is identified in a section of the audio stream. From these landmark features an audio finger print for the section of the audio stream is determined. This audio finger print is compared with at least one of the plurality of stored audio finger prints, each derived from a respective audio stream. It is determined that the received audio stream is a recorded message if a derived audio finger print is substantially equivalent to one of the plurality of stored audio finger prints representing a recorded message.