In a preferred embodiment, the method of caching media used in a telephony application includes: receiving a media request; sending the media request to a media layer using HTTP; the a media layer performing the steps of checking in a cache for the media resource; processing the media request within a media processing server; and storing the processed media in the cache as a telephony compatible resource specified by a persistent address. The system of the preferred embodiment includes a call router and a media layer composed of a cache and media processing server.

A system and method for customizing communication processing within a communication platform that includes configuring a service handler, which comprises of at least setting execution code of the service handler; setting an association between the service handler and a communication event of the communication platform; detecting the occurrence of the communication event of a communication facilitated through the communication platform; invoking the service handler in response to the event, which comprises: executing the execution code in a serverless execution environment and generating a service handler response; and augmenting the communication in accordance with the service handler response.

In a preferred embodiment, the method of caching media used in a telephony application includes: receiving a media request; sending the media request to a media layer using HTTP; the a media layer performing the steps of checking in a cache for the media resource; processing the media request within a media processing server; and storing the processed media in the cache as a telephony compatible resource specified by a persistent address. The system of the preferred embodiment includes a call router and a media layer composed of a cache and media processing server.

Described herein are systems, devices, methods, and media for connecting a user for providing emergency assistance based on emergency alerts from triggering devices such as voice or sound triggered emergency alerts. In some cases, the location of the emergency is provided.

A system and method to manage data associated with a merchant system to provide in response to a search query from an end user system. The system and method generate a custom entity type including one or more fields comprising first data corresponding to the merchant system. An update to the first data of the custom entity type can be received and an updated custom entity type is generated. The updated custom entity type is distributed to multiple business listing provider systems configured to provide search results associated with the merchant system in response to a search query from an end user system. The system and method can also generate a search experience interface including multiple input fields. The search experience interface is displayed to an end user to receive search terms via the first input and the second input field in response to a single search action.

The present invention is to provide a computer system, a method for providing an API, and a program that easily select an appropriate API. The computer system acquires sensor data from an edge device 100, selects an appropriate API for a calculation device 300 according to the acquired sensor data, uses the selected API for a calculation device 300 and controls the calculation device 300 to calculate, and provides the calculation result. The computer system selects an appropriate API for a calculation device 300 according to the acquired sensor data based on at least one of the fee for using, the processing speed, the user evaluation, the security, and the number of API users. Furthermore, the computer system previously receives the standard based on which an appropriate API for a calculation device 300 is selected from the user and selects an appropriate API for a calculation device 300 based on the standard. Furthermore, the computer system recommends the selected appropriate API for a calculation device 300 to a user before the calculation control unit controls the calculation device 300 to calculate.

A telecommunication system is configurable so that there can be flexible control of a switching command issued by an application to a platform where the switching command is executable in (a) a first execution mode in which the switching command is executed simultaneous with switching and verified or (b) a second execution mode in which the switching command is executed immediately and without verification. The application can be run to cause the switching command to be sent to the platform and the platform can execute the switching command received from the application. At least one of resting on a case-by-case basis and deciding which execution mode should be utilized for execution of the switching command can also occur before the sending of the switching command and/or before the executing of the switching command.

In one embodiment, the method of processing telephony sessions includes: communicating with an application server using an application layer protocol; processing telephony instructions with a call router; and creating call router resources accessible through a call router Application Programming Interface (API). In another embodiment, the system for processing telephony sessions includes: a call router, a URI for an application server, a telephony instruction executed by the call router, and a call router API resource.

Systems for providing a contact center system detect patterns in the behavior of service agent users and customers having a customer service issue. The system records activity data describing interactions of the users with a virtualized contact center and with each other; the activity data is aggregated and then analyzed (e.g., using a machine learning engine) to measure one or more metrics that define a behavior pattern. The analysis identifies an intent expressed by customers having a common issue, and further identifies attributes of the intent as well as the actions taken by the service agents in response to the intent. The system uses the analysis to generate a workflow of potential interactions that resolve the issue. The system automates the workflow by generating and deploying a computerized service agent configured to interact with customers of a contact center and execute the workflow.

A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (CRM) data, data collected from interactive voice response (IVR) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.