A method and system for operating a multitenancy telephony system including a call queue that stores call requests received from a plurality of users; an expandable and contractible telephony resource cluster that establishes call sessions for call requests; a analysis system that calculates capacity requirements of the system; a resource allocator that manages the scaling and operation of the telephony resource cluster; and a plurality of telephony network channels that are used as telephony communication channels for call sessions.

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.

Systems and methods are provided for generating application data from call data. In one implementation, a method includes acquiring call data from a call-data source with a call-data aggregator; modifying a portion of the call data with a call-data modifier; and generating application data from the portion of the call data. Application data may be configured for diagram generation. The diagram may graphically indicate call volume in branches of an interactive voice response (IVR) system map. The diagram may be a flow diagram including a connector associated with a branch of the IVR system map and the connector may have a width proportional to a call volume in the branch of the IVR system map. The diagram may indicate call-portion durations, which may be associated with a phase of a call and which may have a color associated with a phase of a call.

Systems and methods are provided for generating application data from call data. In one implementation, a method includes acquiring call data from a call-data source with a call-data aggregator; modifying a portion of the call data with a call-data modifier; and generating application data from the portion of the call data. Application data may be configured for diagram generation. The diagram may graphically indicate call volume in branches of an interactive voice response (IVR) system map. The diagram may be a flow diagram including a connector associated with a branch of the IVR system map and the connector may have a width proportional to a call volume in the branch of the IVR system map. The diagram may indicate call-portion durations, which may be associated with a phase of a call and which may have a color associated with a phase of a call.

Aspects of the present disclosure involve systems and methods for a collaboration conferencing system to track a total number of concurrently utilized ports across any number of conferencing bridges of the network for a particular customer and one or more billing actions may occur based on this tracking. This may result in an alternate billing option for the customer's use of the system. Further, a telecommunications network administrator may provide access to the collaboration conferencing system based on a total number of concurrently utilized ports rather than on a per conference or per minute basis. With the information of the number of purchased ports by the customer, the administrator may more accurately predict an available capacity for the collaboration conferencing system needed to support all of the users of the system and the potential collaboration conferences.

Technologies for scaling call center support staff include one or more local agent computing devices of a call center that includes an interaction management computing device communicatively coupled to one or more customer computing devices and one or more remote agent computing devices. The interaction management computing device is configured to receive inbound service calls and insert them into a respective service queue. The interaction management computing device is additionally configured to determine whether a service queue response threshold associated with the service queue has been violated as a function of each service call having been inserted into the service queue, identify, in response to a determination that the service queue response threshold associated with the service queue has been violated, one or more remote agents from a queue of available remote agents, and add the identified one or more remote agents to an agent pool associated with the service queue. Additional embodiments are described herein.

Technologies for scaling call center support staff include one or more local agent computing devices of a call center that includes an interaction management computing device communicatively coupled to one or more customer computing devices and one or more remote agent computing devices. The interaction management computing device is configured to receive inbound service calls and insert them into a respective service queue. The interaction management computing device is additionally configured to determine whether a service queue response threshold associated with the service queue has been violated as a function of each service call having been inserted into the service queue, identify, in response to a determination that the service queue response threshold associated with the service queue has been violated, one or more remote agents from a queue of available remote agents, and add the identified one or more remote agents to an agent pool associated with the service queue. Additional embodiments are described herein.

Telephone calls within one or more telephone networks (or portions thereof) are animated in real time as they occur, or over some past period in real time or at a user-selected speed. Each animated call displays the call's progress from its first connection to its final disconnection, along with intervening connection delays and transition events (e.g., transfers, holds, conferences, etc.). Animated display of multiple concurrent calls allows network administrators to easily and intuitively diagnose telephone network issues and more easily devise solutions, particularly where such display is provided in combination with concurrent measures of telephone network efficiency.

Telephone calls within one or more telephone networks (or portions thereof) are animated in real time as they occur, or over some past period in real time or at a user-selected speed. Each animated call displays the call's progress from its first connection to its final disconnection, along with intervening connection delays and transition events (e.g., transfers, holds, conferences, etc.). Animated display of multiple concurrent calls allows network administrators to easily and intuitively diagnose telephone network issues and more easily devise solutions, particularly where such display is provided in combination with concurrent measures of telephone network efficiency.

One or more embodiments related to a method of generating a graphical user interface. The method includes obtaining an interface hierarchy having multiple nodes, where each node defines a visualization for the node, and the interface hierarchy defining an ordering on the nodes. The method further includes traversing the interface hierarchy starting with a selected node to obtain a subhierarchy, and creating the graphical user interface from a general interface by populating the general interface with the visualization. The method further includes providing the graphical user interface.