Dynamic controlled-environment facility resident communication allocation based on call volume may be implemented using a controlled-environment facility secure communication platform. The platform monitors controlled-environment facility resident call volume, recognizes an average call volume and detects an increase in call volume above the average call volume or a decrease in call volume below the average call volume. The platform automatically initiates a controlled-environment facility resident calling restriction in response to a detected increase in call volume or automatically initiates an increase in controlled-environment facility resident calling allocation in response to a detected decrease in call volume below the average call volume. Thereafter, the platform automatically removes the calling restriction upon the call volume dropping to a first predetermined threshold in accordance with the average call volume or automatically remove the increase in calling allocation upon the call volume rising to a second predetermined threshold in accordance with the average call volume.

Systems and methods for maintaining and dynamically updating inactivity timers at a user equipment to detect a one-way audio or mute call to improve call experience are disclosed. The method enables the user equipment to perform a set of actions (e.g., enable, disable, drop call, don't drop call, etc.) when a one-way audio or mute call is detected. Values for the timer and/or action parameters can be dynamically determined and/or communicated to the user equipment by a telecommunications service provider based on one or more of the following factors: network health, network congestion, current events, type of call (e.g., emergency, non-emergency), type of customer (e.g., business, premium, residential, etc.), service-level agreement, and so on. Values for the timer and/or action parameters can be configurable based on a location.

Systems and methods for maintaining and dynamically updating an inactivity timer at a user equipment to detect a one-way audio or mute call to improve call experience are disclosed. The method enables the user equipment to perform an action (e.g., enable, disable, drop call, don't drop call, etc.) when a one-way audio or mute call is detected. Instead of hardcoding values for the timer and/or action parameters within the user equipment (for example, by an original equipment manufacturer (OEM)), these parameter values can be dynamically determined and communicated to the user equipment by a telecommunications service provider based on one or more of the following factors: network health, network congestion, current events, type of call (emergency v. non-emergency), type of customer (business, premium, residential, etc.), service-level agreement, and so on.

Systems and methods for detecting volume level changes in communications are described herein. In some embodiments, a system comprises a computer system. The computer system comprises at least one processor and a memory coupled to the at least one processor. The memory stores program instructions that are executable by the at least one processor to cause the computer system to perform tasks. The tasks include recording a communication that comprises audio, and analyzing the audio of the communication. The analysis of the audio is operable to detect a change in a volume level of the audio that indicates an occurrence of a potential event of interest. The tasks also include creating and storing an information record corresponding to the communication in a second database. The information record includes an indication of the detected change in the volume level.

According to various embodiments, declined (or unanswered) calls to an alternate number on a mobile device can be handled differently than declined calls to the device's native phone number. For example, such declined (or unanswered) calls to an alternate number can be sent to a different voicemail system than the primary voicemail system associated with the device's native voice call functionality. The techniques described herein can be applied to any situation in which a call is declined or otherwise disposed of, including, for example: the recipient failing to answer the call; the device being in airplane mode; a do not disturb setting preventing acceptance of the call; or the like.

Systems and methods for maintaining and dynamically updating an inactivity timer at a user equipment to detect a one-way audio or mute call to improve call experience are disclosed. The method enables the user equipment to perform an action (e.g., enable, disable, drop call, don't drop call, etc.) when a one-way audio or mute call is detected. Instead of hardcoding values for the timer and/or action parameters within the user equipment (for example, by an original equipment manufacturer (OEM)), these parameter values can be dynamically determined and communicated to the user equipment by a telecommunications service provider based on one or more of the following factors: network health, network congestion, current events, type of call (emergency v. non-emergency), type of customer (business, premium, residential, etc.), service-level agreement, and so on.

A system, method and non-transitory computer readable storage medium comprising instructions that when read by a processor perform receiving a telephony connection request at a location in a telephony network, the location separated from an intended recipient of the telephony connection request by a target telephony network, determining addressing information regarding the intended recipient, the addressing information including at least routing information or a phone number, determining a status characteristic of the intended recipient based on the addressing information, based on the status characteristic, and determining whether the intended recipient would successfully receive the telephony connection request if the telephony connection request was forwarded to the intended recipient.

According to various embodiments, declined (or unanswered) calls to an alternate number on a mobile device can be handled differently than declined calls to the device's native phone number. For example, such declined (or unanswered) calls to an alternate number can be sent to a different voicemail system than the primary voicemail system associated with the device's native voice call functionality. The techniques described herein can be applied to any situation in which a call is declined or otherwise disposed of, including, for example: the recipient failing to answer the call; the device being in airplane mode; a do not disturb setting preventing acceptance of the call; or the like.

Novel tools and techniques are provided for implementing call center-based automated interface between call center agents and network orchestration systems, in some cases, via application programming interfaces (APIs). In various embodiments, an automated services platform may collect, from data sources, data associated with services provided by a service provider. The collected data may be autonomously analyzed to identify any issues with provisioning a service(s) to a customer. If so, one or more automation actions may be autonomously identified to address the determined issue(s). The automated services platform may autonomously send instructions to automation bots to perform the identified one or more automation actions, and may generate and present a UI on a user terminal operated by a user, the UI displaying information regarding at least one of the at least one issue, the affected service(s), the identified one or more automation actions, or the automation bots, and/or the like.

Novel tools and techniques are provided for implementing call center-based automated interface with network switches for Internet service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access an Internet service customer account, a computing system may access information regarding the Internet service customer account that is stored in a database, may identify a network switch that is configured to provide Internet service to customer premises equipment (CPE) disposed at a customer premises associated with the customer, based at least in part on the accessed information, and may autonomously access, from other databases, information associated with the Internet service customer account and with a network profile. The computing system may integrate the accessed information, may generate and present a user interface (UI) displaying the accessed information, and may autonomously initiate one or more diagnosis and repair procedures.