An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server

A method for predicting fraudulent call activity is provided. The method includes receiving one or more datasets indicating call activity corresponding to a phone number, and analyzing the one or more datasets to identify unusual call activity. The method further includes generating a fraud prediction, based at least in part on the identified unusual call activity, that the phone number will be used for fraud.

A processing system may maintain a relationship graph that includes nodes and edges representing phone numbers and device identifiers having associations with the phone numbers. The processing system may obtain an identification of a first phone number or a first device identifier for a fraud evaluation and extract features from the relationship graph associated with at least one of the first phone number or the first device identifier. The plurality of features may include one or more device identifiers associated with the first phone number, or one or more phone numbers associated with the first device identifier. The processing system may then apply the features to a prediction model that is implemented by the processing system and that is configured to output a fraud risk value of the first phone number or the first device identifier and implement at least one remedial action in response to the fraud risk value.

A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

Calls received by a data center that are associated with a request are monitored. Features are subsequently extracted from the monitored calls so that a machine learning model may use such features to determine that the request will cause the data center to malfunction. The machine learning model can be trained using data derived from a transaction log for the data center. At least one correction action to prevent the data center from malfunctioning can then be initiated in response to such determination. Related apparatus, systems, techniques and articles are also described.

Techniques for performing data exchanges during voice call sessions is described. In one example, a network server may facilitate a voice call session between user devices and associate a unique session number (USN) to each of the voice call sessions. The USN may be used as a reference when toggling between voice call sessions. In one example, when a particular voice call session is toggled to an active state, the network server may limit recipients of sensitive financial information to be between transacting parties in the active voice call session. By isolating other user devices that are not privy to transactions in the active voice call session, the chances for a transacting party in the active voice call session to accidentally send payments, for example, to an unintended recipient can be substantially minimized.

A call analytics system and associated methods that can be used to rapidly analyze call data and provide conversational insights. The call analytics system receives audio call data of a phone call between a customer and an agent of a business, and converts the call data into one or more messages for handling by a distributed stream-processing platform. In some embodiments, the stream-processing platform is the Apache Kafka platform. The distributed platform processes the messages and communicates with various software modules to generate a variety of conversational insights. When processed by a stream-processing platform, certain analyses can occur in parallel which allows conversational insights to be provided to the businesses shortly (e.g., within seconds) after the call data is received.

The described technology is generally directed towards spammer location detection, and in particular, to locating a spammer that makes multiple calls from a given location via a cellular communications network. In some examples, network equipment can obtain call trace records associated with the multiple calls, identify a group of call trace records based on a shared call trace feature, aggregate data from call trace records within the group, and determine an estimated location based on the aggregated data.

Disclosed is a secure telephone call management system for authenticating users of a telephone system in an institutional facility. Authentication of the users is accomplished by using a personal identification number, preferably in conjunction with speaker independent voice recognition and speaker dependent voice identification. When a user first enters the system, the user speaks his or her name which is used as a sample voice print. During each subsequent use of the system, the user is required to speak his or her name. Voice identification software is used to verify that the provided speech matches the sample voice print. The secure system includes accounting software to limit access based on funds in a user's account or other related limitations. Management software implements widespread or local changes to the system and can modify or set any number of user account parameters.

A heuristic engine includes capabilities to collect an unstructured data set and detect instances of transaction fraud in a financial account. By providing a heuristic algorithm with unstructured transaction sets and indications of particular instances of transactions that correlate with past fraudulent activity allows prevention of future occurrences of fraud. Such heuristic algorithms may learn from past indications of fraudulent activity and improve accuracy of detection of future fraud detections.