A system and method for intent-based active callback management, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

Calls for large call queues are handled by a system that assigns agents of a call queue to one of a first group or a second group. A size of the first group or the second group is based on a number of agents in the call queue that are online. The system batch rings each agent of the first group when an incoming call is received. If the incoming call is unanswered by the first group, the system batch rings each agent of the second group.

The number of agents to which incoming queries to a customer interaction center agent group may be distributed is limited based on skip criteria. The skip criteria is defined based on information associated with agent devices, such as locked status of a device, in-memory status of a client application at the device, or whether a telephone number provisioned for use with the device is from an external public switched telephone network. Agents which fail to satisfy the skip criteria are excluded from distributions of queries to improve wait times for customer interaction center users. Thus, queries are distributed from a queue to agents which satisfy the skip criteria.

Video-assisted presence detection is used to enhance a user experience in telephony communications. Image data, video data, or both, from a camera are used to determine whether a user is present at their device before a call is transferred to him or her. The video-assisted presence detection can be implemented based on a privacy setting. For example, one implementation allows a system to have partial access to the camera to perform a scan to detect that there is a human present without capturing facial information, and without identifying that person. Another implementation allows the system to have partial access to the camera to scan the a face of a user, but not have access to the video feed of the camera. Another implementation allows the system to have full access to the camera.

The present disclosure provides, among other things, methods of managing a whisper, the methods including: establishing a communication session; receiving a whisper request to provide the whisper to a first device associated with the communication session; retrieving environmental information; comparing the environment information to a rule; configuring the whisper based on the comparison; and providing the whisper based on the comparison.

Systems and methods are described that enable an incoming communication requesting a real-time (e.g., voice, voice-video, etc.) communication and selectively allowing the called communication device to auto-answer the communication. The selective answering may be rule and/or attribute based and depend, entirely or in part, on presence data of a user associated with the called communication device. Auto-answering may be further configured to auto-answer all or less than all of the communication media types (e.g., only auto-answer an audio-video call with audio). Additionally, or alternatively, rules may be combined, overridden, conditionally implemented, or otherwise combined or structured relative to other rules for auto-answering an incoming communication.

A method capable of enhancing a user's acceptance of a received message, a message application program for performing the method, and a user terminal performing the method. The method of exposing received messages is a method performed by a message application program running on a user terminal. The method comprises receiving a message, and displaying the message if the current state of the user terminal satisfies a condition included in an exposure rule. After the message application program receives the message, the message application program displays the message only when the current state of the terminal satisfies the condition included in the exposure rule, thereby increasing the acceptance of the message.

The technology disclosed herein enables presentation of call identification information based on user presence. In a particular embodiment, a method includes receiving a communication request directed to an endpoint of a user and determining a presence status of the user from a presence system. In response to determining that the presence status indicates the user is not present, the method includes transferring the communication request to the endpoint and preventing the endpoint from presenting call identification information associated with the communication request.

An apparatus is capable of sharing information through a presence service in a communication network and capable of providing presence information of a Mobile Station (MS). The apparatus extracts at least one of application information and contents indication information from an application in execution. Presence information is generated that includes at least one of the application information and the contents indication information, and transmitting the presence information to a presence server.

There is provided, in a vehicle capable of accommodating a plurality of passengers, a display system capable of providing a motivation to start a conversation among the passengers in view of conversation intentions of each passenger. The display system includes a control device, and at least one display device. The control device is configured to perform a conversation desire display process to display a conversation desire level of each of the passengers. Alternatively, the control device is configured to perform a conversation intention display process to display a conversation intention of each of the passengers for the other passengers. The conversation desire level and the conversation intention among passengers are input to the input device provided in the display system, by an operation of the passenger. Alternatively, they are estimated by the control device based on the passenger state information detected by the sensor provided in the display system.