A communication apparatus for performing automatic reception processing of a calling signal received on a telephone line, by power supplied from a first power supply, includes an image processing unit, a detection unit, a counting unit, and a power supply control unit. The image processing unit performs image processing on image data received over the telephone line, by power supplied from a second power supply. The detection unit detects a calling signal received on the telephone line, by power supplied from the first power supply, while power supplied from the second power supply is stopped. The counting unit counts the number of calling signals detected by the detection unit. The power supply control unit starts supply of power from the second power supply on the basis that the number of detected calling signals counted by the counting unit reaches a predetermined number.

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, determining addressing information regarding the telephony connection request, the addressing information including at least routing information or a phone number, determining traffic information regarding the telephony connection request based on the addressing information, the traffic information including previous telephony connection requests, sending a reply in response to the telephony connection request, wherein: forwarding the telephony connection request to an intended recipient would result in a system response, and the reply differs from the system response.

A system and method are presented for analysis of a connection comprising a communication provider and a remote device. Known timing conditions may be used in the analysis to eliminate the impact of analysis delay on the contacted party flow. A point in time may be determined at which a live answer is no longer expected and an answering service answer may be expected using several factors. These factors comprise the routing time to/from the originating provider to a secondary provider as well as the time that the secondary provider alerts before transferring to a voice message service. Live answer determination may be categorized prior to the indication of a far-end connection and before the application of any media analysis routines.

An accurate determination of the disposition of a call origination is made in a contact center by mapping Session Initiated Protocol cause codes to reflect whether a call attempt was made to a remote party. Certain cause codes reflect various conditions where a call may originate from a contact center, but for various reasons, was not offered to the remote party, or more specifically, to an interface associated with the telephone number of the remote party. Reflecting these calls as incomplete calls, as opposed to call attempts, allows the contact center to more accurately reflect the number of call attempts. Accurately tracking the number of call attempts is important to comply with various state and federal regulations regulating the number of call attempts during a given time period. Further, incomplete calls may be symptomatic of a facility failure requiring attention, causing an administrator to be alerted.

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 method for testing a communication interface connected to an analog telephone line including two electrical wires, the method including the following steps: if it is detected that the communication interface switches into an off-hook state, collecting measurements acquired by the communication interface; if the measurements have nominal values, implementing a processing operation. During the processing operation, if it is detected that the communication interface is maintained in the off-hook state for a predefined duration, ordering a complementary test on the telephone line; if the test reveals a fault in the analog telephone network, issuing an alarm, and otherwise repeating the processing operation.

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 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.