A method including: receiving one or more datasets indicating call activity corresponding to a phone number; analyzing the one or more datasets to identify unusual call activity; and generating a fraud prediction, based at least in part on the identified unusual call activity, that the phone number will be used for fraud.

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.

The present disclosure relates generally to network diagnostics, and more specifically to techniques for determining the health of customer premises equipment (CPE) devices. In certain examples, a scoring system can determine a health score for a CPE device, the health score indicating the health of the CPE device. The health score is determined by receiving, analyzing, and integrating information from different sources, including sources in addition to CPE diagnostic data for the CPE device at the current time. Such sources can include CPE diagnostic data for the CPE device at other times, CPE diagnostic data for other CPE devices related to the CPE device (e.g., in the same household or surrounding area as the CPE device), technical specifications of the CPE device (e.g., make, model and firmware of the CPE device), or per-equalization parameters obtained by the CPE device.

A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.

Disclosed are systems and methods for robocall steering over voice-hosted traffic networks. The disclosed framework provides novel systems and methods for increasing the accuracy and efficiency in tracking, identifying, blocking and preventing robocalls and robocallers. The disclosed systems and methods provide mechanisms for identifying and removing unwanted voice traffic from networks. The disclosed systems and methods analyze voice traffic over a predetermined period of time (e.g., 1 day or 30 days, for example), and leverage this information into a “know your customer” (KYC) score. This score enables incoming calls to be routed, controlled and/or blocked as they are communicated over voice networks.

Disclosed are systems and methods for robocall steering over voice-hosted traffic networks. The disclosed framework provides novel systems and methods for increasing the accuracy and efficiency in tracking, identifying, blocking and preventing robocalls and robocallers. The disclosed systems and methods provide mechanisms for identifying and removing unwanted voice traffic from networks. The disclosed systems and methods analyze voice traffic over a predetermined period of time (e.g., 1 day or 30 days, for example), and leverage this information into a “know your customer” (KYC) score. This score enables incoming calls to be routed, controlled and/or blocked as they are communicated over voice networks.

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.

A device is configured to detect congestion and throttle phone calls in a telephone communication system. The device is configure to receive, from a telephone dialing system, an indication indicating a call failure to a phone number; determine that the phone number matches a flooding group number based on initial digits of the phone number, the flooding group number associated with a flooding group, the flooding group including a plurality of phone numbers with initial digits having identical values to the flooding group number; determine a time of the call failure and a number of concurrent active calls for the flooding group at the time of the call failure; and in response to the number of concurrent active calls at the time of the call failure exceeding a predefined threshold, update a capacity limit for the flooding group based on the number of concurrent active calls.

A method and system for operating a multitenancy telephony system including receiving a plurality of call requests associated with an application server; selecting a subset of the received call requests using a load balancer; assigning each selected call request to one of a plurality of resources creating, on the assigned resource, a call session for each selected call request; and coordinating the created call sessions resulting from the selected subset of the received call requests associated with the application server.