An intermediary device to enhance and route data messages between end user and contact center agent computing devices in a contact center environment is provided. The intermediary device can be disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device. The intermediary device can include a data message replication mechanism, a data message aggregator mechanism, or a data message analysis mechanism. The intermediary device can receive a data message. The data message replication mechanism can intercept and replicate the data message to generate a replicated data message. The data message analysis mechanism can generate, from the replicated data message, derivative content. The data message aggregator mechanism can combine the derivative content with the data message to create an enhanced data message that can be provided to the contact center agent computing device in the contact center environment.

The embodiments of the present invention disclose a call processing method and device. The call processing method comprises: sending, by a repeater of the first site, a first call establishment request to a repeater of the second site according to a call request initiated by a first terminal, the first call establishment request comprising an identification of the second terminal; determining, by the repeater of the first site, whether a second call establishment request is received before a call establishment response sent by the repeater of the second site is received, the second call establishment request being sent by the repeater of the second site according to a call request initiated by the second terminal; and if yes, sending, by the repeater of the first site, a call collision notification to the first terminal to notify the first terminal to delay the call.

Provided are methods, apparatuses and a system for synchronizing call media and content. In a process of playing call media to a user and displaying content associated with the call media, a terminal acquires new call media from a call media server and acquires, after querying a synchronization server for content information corresponding to the new call media, content associated with the new call media from a content server, respectively, in response to a user operation. The terminal plays the new call media to the user, and displays the content associated with the new call media simultaneously.

A method for coordinating actions between an audio channel and a synchronized non-audio channel includes receiving an indication of a start of a session associated with a user and having an audio channel that is synchronized with a non-audio channel. Thereafter, repeated determinations are made as to whether a prompt on the non-audio channel has been received from the user. In response to each determination that the prompt on the non-audio channel has not been received from the user, a signal is sent to cause an inaudible output on the audio channel to the user. In response to a determination that the prompt on the non-audio channel has been received from the user, an audible output is selected based on an activity by the user on the non-audio channel, and a signal is sent to cause the audible output to be output on the audio channel.

A method for coordinating actions between an audio channel and a synchronized non-audio channel includes receiving an indication of a start of a session associated with a user and having an audio channel that is synchronized with a non-audio channel. Thereafter, repeated determinations are made as to whether a prompt on the non-audio channel has been received from the user. In response to each determination that the prompt on the non-audio channel has not been received from the user, a signal is sent to cause an inaudible output on the audio channel to the user. In response to a determination that the prompt on the non-audio channel has been received from the user, an audible output is selected based on an activity by the user on the non-audio channel, and a signal is sent to cause the audible output to be output on the audio channel.

Systems, methods, and non-transitory computer-readable media can be configured to determine first audio associated with a first user and second audio associated with a second user, the first user and the second user associated with a communication session. The second audio can be muted based on a determination that the first audio and the second audio overlap. The second audio can be provided based on completion of the first audio.

A terminal includes: an input mode selection unit that accepts selection of an input mode from a plurality of types of input modes; a notification unit that notifies a terminal of a communication partner of the input mode; an input acceptance unit that accepts input of information in the input mode; a mode acquisition unit that acquires an input mode notified from the terminal of the communication partner; and a display control unit that generates display information for displaying the information on a display region of a display, in which, when the input mode notified from the terminal of the communication partner is acquired by the mode acquisition unit, the display control unit generates display information for displaying the acquired input mode on the display region, and causes the display to display the input mode notified from the terminal of the communication partner in accordance with the generated display information.

A method, apparatus, and product comprising synchronizing an audio-based performance between groups of participants, wherein the audio-based performance is streamed in real time via a virtual conference system, wherein at least some participants of the groups are physically located in remote locations, wherein the groups are ordered in accordance with a pre-determined order, wherein the pre-determined order indicates that a first group immediately precedes a second group, wherein the pre-determined order indicates that the second group immediately precedes a third group, wherein said synchronizing comprises: obtaining a first audio stream from the first group; providing the first audio stream to the second group; obtaining a second audio stream from the second group; and providing the second audio stream to the third group.

A system comprising a call center, contact system test engine, plurality of networks, at least one remote server, at least one remote database, which allows users to automate call center testing and combine synchronized results for agent-customer calls (AX-CX test synchronization). The system is further accomplished with methods, using different techniques for synchronizing the testing for both customer and agent results, and producing these test results in a mobile dashboard and web-accessible dashboard.

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.