One exemplary embodiment provides a device comprising: a connection panel configured to accept a removable connection to a telephone of a controlled access residential institution; a network router connected to the connection panel and configured to connect to a remote network; and an access and security module connected to the network router and configured to control access by the telephone to telephone services provided by accessing a remote call processing center via the remote network. The connection panel, the network router, and access and security module can be at least partially enclosed within a portable enclosure. The device may further comprise a power distribution unit within the enclosure and connected to provide power to the network router and to the access and security module.

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.

A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.

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.

An example AC/DC phone line detection system may include one or more of an electronic circuit that is floating with reference to ground, a first A/D converter coupled to the electronic circuit and configured to detect ringing voltages from DC voltages included in a telephone line, a second A/D converter coupled to the electronic circuit and configured to detect caller identification information from AC voltages included in the telephone line, and a processor configured to control signals detected by the first and second A/D convertors and output information about the signals to call taking equipment.

The present invention provides a method, system, and computer program product of managing telephone interactions of a user and an agent. In an embodiment, the present invention includes determining when a user telecommunications device is no longer in an on-hold state based on electronic signals transmitted from an agent telecommunications device, in response to the determining, receiving speech of an agent from the agent telecommunications device, in response to the receiving, transmitting an alert message to the user telecommunications device, in response to the receiving, monitoring for at least one indication that the user is about to speak with the agent, in response to the monitoring not resulting in the at least one indication, transmitting at least one utterance corresponding to the user to the agent telecommunications device, and in response to the monitoring resulting in the at least one indication, conducting a smooth transition to the user.

A device is configured to detect congestion and throttle phone calls in a telephone communication system. The device receives, from a telephone dialing system, an indication indicating that a call to a phone number has successfully ended. In response to the indication, the device determines that a set of initial digits of the phone number matches a flooding group number of a flooding group, where the flooding group has a capacity limit. The device determines that a maximum number of concurrent active calls for the flooding group during a predefined period of time is within a predetermined threshold from the capacity limit of the flooding group and that no failed calls have occurred for the flooding group during the predefined period of time. In response to the determining, the device increases the capacity limit of the flooding group.

Novel tools and techniques are provided for implementing call center-based automated interface with voice switches for voice service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access a voice service customer account, a computing system may access information regarding the voice service customer account that is stored in a database, may identify a switch that is configured to control voice service to 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 voice service customer account. The computing system may integrate the accessed information, may generate and present a user interface (UI) displaying the accessed information, and may generate and present one or more options within the UI for the call center user to select to change features of the voice service.

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.

A method to detect dial tone on a telephone line may include taking samples of incoming audio on a telephone line. The method may also include determining volumes of the samples. The method may further include determining whether the volumes of a threshold number of the samples are at or above a threshold volume. The method may also include, in response to determining that the volumes of a threshold number of the samples are at or above a threshold volume, determining that the incoming audio on the telephone line includes a dial tone.