A computer retrieves a dialog information records of the active call of the first operator. The computer extracts features from the dialog information records. The computer determines a feature vector from the extracted features and determines a transfer probability value based on the feature vector and previous call transfers to the second operator.

The present disclosure describes providing end-to-end call identity validation of a forwarded call. Identity information associated with a received call invite may be temporarily stored and reused for the forwarded call when a determination is made that the called party is likely to forward the call. If the inbound call is diverted (forwarded) by the called device, a call invite comprising an indication that the invite has been diverted (forwarded) by the called device may be received. The system may match data associated with the diverted call invite with the stored identity information. In some examples, the SHAKEN identity header and SHAKEN token is stored and may be attached to the diverted call invite. DIV authentication may then be performed, and the diverted call invite comprising SHAKEN and DIV identity headers may be provided to the forward-to destination.

The present disclosure describes providing end-to-end call identity validation of a forwarded call. Identity information associated with a received call invite may be temporarily stored and reused for the forwarded call when a determination is made that the called party is likely to forward the call. If the inbound call is diverted (forwarded) by the called device, a call invite comprising an indication that the invite has been diverted (forwarded) by the called device may be received. The system may match data associated with the diverted call invite with the stored identity information. In some examples, the SHAKEN identity header and SHAKEN token is stored and may be attached to the diverted call invite. DIV authentication may then be performed, and the diverted call invite comprising SHAKEN and DIV identity headers may be provided to the forward-to destination.

Techniques for determining a global state for multiple related calls are disclosed. A first call between a first device and a second device is established, where the first call is assigned a user call identifier. A second call between the first device and a third device is established. A shared call operation is established by assigning the user call identifier to the second call. The user call identifier is assigned to the second call in addition to already being assigned to the first call. A first status of the first call and a second status of the second call are determined. The first status and the second status are used to determine a global state of the shared call operation. The global state of the shared call operation is updated in response to one or both of the first status or the second status changing.

Techniques for determining a global state for multiple related calls are disclosed. A first call between a first device and a second device is established, where the first call is assigned a user call identifier. A second call between the first device and a third device is established. A shared call operation is established by assigning the user call identifier to the second call. The user call identifier is assigned to the second call in addition to already being assigned to the first call. A first status of the first call and a second status of the second call are determined. The first status and the second status are used to determine a global state of the shared call operation. The global state of the shared call operation is updated in response to one or both of the first status or the second status changing.

A technique relates to communication resource allocation. A computer system monitors a communication between a conversational entity communication channel and a user device. A type of the communication associated with the user device is determined based on the communication. A replacement communication channel to replace the conversational entity communication channel is determined, in response to the type of the communication. The replacement communication channel is coupled to the user device in place of the conversational entity communication channel.

A call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call with a first customer service representative. The one or more processors are also configured to assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative, associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call with a second customer service representative, and use the identifier to retrieve the call data from the one or more databases. The one or more processors are further configured to display the call data via a display for visualization by the second customer service representative.

A call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call with a first customer service representative. The one or more processors are also configured to assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative, associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call with a second customer service representative, and use the identifier to retrieve the call data from the one or more databases. The one or more processors are further configured to display the call data via a display for visualization by the second customer service representative.

A voice switchover method, system, and electronic device are described. The voice switchover method may include sending, by a mobile phone or a voice assistant device, voice switchover request information to a VoIP server based on an operation of a user, and switching, by the VoIP server based on the request information, a voice call ongoing on the mobile phone to the voice assistant device near the mobile phone, for example, a smart speaker. According to this method, the user of the mobile phone can be free from the mobile phone, and continue a voice call by using the voice assistant device without interrupting the voice call. Therefore, the method increases voice switchover efficiency, brings convenience to the user, and improves user experience.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.