Certain aspects of the disclosure are directed to routing decisions implemented in response to data communications. According to a specific example, one or more computer processor circuits are to interface with remotely-situated client entities using a first programming language, and to provide a database of data communications services based on a subscription. In response to receipt of a data communication, client-specific sets of control data can be identified. The client-specific sets of control data are derived from programming instructions received over a message exchange protocol and corresponding to a second programming language that is compatible with the first programming language. Based on the client-specific sets of control data and using a numbering plan area (NPA) code of the received data communication, a nearby extension of the client entity can be identified, and the received data communication can be routed to the nearby extension.

In a method of configuring a private branch exchange remotely, a user transmits configuration data to a local private branch exchange via a callable device. The local private branch exchange transmits the configuration data to a remote private branch exchange. Thereby, the user can conveniently configure the private branch exchange configuration or the private branch exchange service of the remote private branch exchange. Besides, the method of configuring a private branch exchange remotely can be applied to private branch exchanges manufactured by different manufacturers as well as private branch exchanges managed by different enterprises or organizations.

An agent control device configured to execute a plurality of agents and including a processor, the processor being configured to store an interruptibility list that stipulates interruptibility of execution for each function of one given agent being executed or for an execution status of the one given agent; request execution of each of the agents at a prescribed trigger, or request execution of another given agent at a specific trigger, reference the interruptibility list in order to set permissibility information relating to executability of the other given agent in conjunction with execution of the one given agent; and perform management such that, in a case in which there is a request at the specific trigger for execution of the other given agent while the one given agent is executing, the other given agent is executed based on the request.

A realtime contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide realtime contextual information associated with the end-user.

A computing device is described that accepts, a telephone call, from another device, initiated by a caller. Prior to establishing a telephone user interface that receives spoken input from the user and outputs spoken audio from the caller, the computing device executes a call screening service that outputs an audio user interface, to the other device and as part of the telephone call. The audio user interface interrogates the caller for additional information including a purpose of the telephone call, which allows the user to have more context of the telephone call before deciding whether to accept the call or hang up. The computing device outputs a graphical user interface associated with telephone call. The graphical user interface includes an indication of the additional information obtained via the audio user interface that interrogates the caller.

In some implementations, a computing device may receive a selection of one or more contact center features, the contact center features associated with one or more micro services configured to execute the one or more contact center features. The computing device may select a model from a plurality of stored models based at least in part on the selection of the one or more contact center features, the selected model comprising programmable code configured to execute the one or more micro services. The computing device may provision the selected model to execute the one or more micro services. The computing device may generate executable code from the provisioned model using an automation server for deployment to one or more servers.

Computer program products, methods, systems, apparatus, and computing entities are provided for establishing supplemental communication sessions between a caller and callee of a voice-based telephone call. The supplemental communication sessions may occur via a unique URL generated for a call and provided to a mobile device participating in the telephone call. By accessing the URL, the mobile device user has access to content tailored specifically to the telephone call, such as a dynamically updated indication of a callback time estimate if the mobile device user requested a callback when a representative of a third party is available to participate in a callback.

In some implementations, a computing device may receive a selection of one or more contact center features, the contact center features associated with one or more micro services configured to execute the one or more contact center features. The computing device may select a model from a plurality of stored models based at least in part on the selection of the one or more contact center features, the selected model comprising programmable code configured to execute the one or more micro services. The computing device may provision the selected model to execute the one or more micro services. The computing device may generate executable code from the provisioned model using an automation server for deployment to one or more servers.

A method for operating a device for handling a phone call is disclosed. In one aspect the method comprises (a) receiving a phone call from a calling party, (b) determining an action to be performed by the device among a predetermined list of actions related to the handling of a phone call, as a function at least of identity information about the calling party, and (c) performing the determined action for handling the phone call. The device may be programmable and mobile, e.g., a smartphone.

A system may include one or more of a called device, a calling device, configured to call the called device, and a network module. The network module is configured to process incoming call information of a call placed to the called device and configured to route the call to a destination based on preferences of the called device.