A sequence of call volume measurements is accessed, where each of the call volume measurements is associated with respective metadata. The respective metadata may provide information regarding a time period during which a call volume measurement was made. A window of the sequence of call volume measurements with the respective metadata is input to a machine learning model to obtain a prediction of a call volume. The machine learning model includes embedding functions that are applied to the respective metadata for the call volume measurements in the window.

Aspects of the present disclosure involve systems, methods, computer program products, and the like, for balancing or routing a received communication on a telecommunications network among a plurality of network devices. More particularly, a load balancing unit is associated with a telecommunications network that receives communications from one or more network devices intended for transmission through that network and selects an associated component of the network to process the communication.

A determination is made whether to handle a request associated with a specific number range by a physical telephone number mapping service instance provisioned for handling the request for the specific number range or a virtual telephone number mapping service instance provisioned for handling the request for the specific number range. If it is determined that the request should be handled by the physical telephone number mapping service instance, forwarding of the request from the physical telephone number mapping service instance to the virtual telephone number mapping service instance is prevented. If it is determined that the request should be handled by the virtual telephone number mapping service instance, forwarding of the request from the virtual telephone number mapping service instance to the physical telephone number mapping service instance is prevented.

A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

A system for multiple interaction live monitoring, comprising an interaction manager that receives an interaction from a contact center, a recording management server that monitors the interaction, and an administration interface that presents the monitored interaction for viewing by a human user, and a method for multiple interaction live monitoring.

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 duster 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 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 duster 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.

Methods and systems for optimizing a call queue at a dispatch center. One system includes an electronic computing device including an electronic processor configured to define an incident based on a first call received from a first communication device, wherein the incident includes an incident location, receive, from a second communication device operated by a caller, a second call, perform an analysis of a metadata of the second call, determine a caller identification based on the metadata of the second call when the electronic processor determines, based on the analysis, that either (1) a call traffic level, following the first call, exceeds a call traffic threshold, or (2) a location of the second communication device is proximate to a location of the incident, and direct the second call to either a primary call handling workstation or a secondary call handling workstation based on the caller identification.

Methods and systems for optimizing a call queue at a dispatch center. One system includes an electronic computing device including an electronic processor configured to define an incident based on a first call received from a first communication device, wherein the incident includes an incident location, receive, from a second communication device operated by a caller, a second call, perform an analysis of a metadata of the second call, determine a caller identification based on the metadata of the second call when the electronic processor determines, based on the analysis, that either (1) a call traffic level, following the first call, exceeds a call traffic threshold, or (2) a location of the second communication device is proximate to a location of the incident, and direct the second call to either a primary call handling workstation or a secondary call handling workstation based on the caller identification.

A method of signaling a reason for a downgrade of an enhanced call to an audio-only call. User equipment (UE) can engage, via a telecommunication network, in an enhanced call including audio content and additional content. The UE can generate a downgrade message that requests a downgrade of the enhanced call to an audio-only call that includes the audio content without the additional content. The downgrade message can include a downgrade reason indicator identifying whether the UE is automatically downgrading the enhanced call or whether the UE is instead downgrading the enhanced call due to user instructions. The UE can send the downgrade message to the telecommunication network.