A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.

A process and apparatus to facilitate communication between callers and callees in a system comprising a plurality of nodes with which callers and callees are associated is disclosed. In response to initiation of a call by a calling subscriber, a caller identifier and a callee identifier are received. Call classification criteria associated with the caller identifier are used to classify the call as a public network call or a private network call. A routing message identifying an address, on the private network, associated with the callee is produced when the call is classified as a private network call and a routing message identifying a gateway to the public network is produced when the call is classified as a public network call.

A method, apparatus and system for routing a communication in a communication system between a first participant device, on an Internet Protocol (IP) network, associated with a first participant, and a second participant device associated with a second participant. The method comprises receiving a second participant identifier associated with the second participant device, causing the at least one processor to access a user profile that is specific to the first participant and associated with a plurality of first participant attributes, comparing the second participant and at least one first participant attribute and identifying whether at least one route exists, producing route information to an Internet Protocol (IP) address on a first communication network or associated with a gateway to the second communication network, and establishing the communication to the second participant. At least one of the networks may utilize Public Switched Telephone Network (PSTN) compatible numbers for identifying a route for the communication.

A system, server, and method of DTMF detection in a VoIP network.

A communication server system may one or more processors and one or more non-transitory, computer-readable media storing instructions that, when executed by the one or more processors, cause the communication server system to detect a call event relating to a telephone network identifier. The system may dynamically link one or more active client accounts to a reservable private branch exchange (PBX) system identifier based on first details of the call event and second details of the one or more active client accounts. The PBX system may employ a session initiation protocol (SIP). The system may route call data between one or more devices associated with the active client accounts dynamically linked to the reservable PBX system identifier and a user device associated with the telephone network identifier.