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 testing 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.

A system includes a memory and a processor. The memory stores a queue that includes a sequence of slots, each of which is configured to store a request. The processor receives, from a user device, a request for information. In response, the processor stores the request in an end slot of the queue. The processor collects values for parameters associated with the system. The processor determines, based on the request and the collected values for the parameters, an estimate of a time to generate a response to the request. Generating the response includes identifying an application for use in generating the response, generating, based on a set of videos of processes previously performed using the application, instructions for interfacing with the application to generate the response, and executing the instructions to interface with the application. The processor further transmits, to the user device, the estimate of the time.

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 testing 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.

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 testing 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.

A method at a computing device includes obtaining time-varying teleconferencing data of a teleconference session with two or more participants, where the teleconferencing data includes one or more of audio data and video data, determining one or more participant quality signals for at least one of the participants based on the teleconferencing data, where at least one of the participant quality signals varies over time; determining for at least one of the participants participant quality metrics based on the participant quality signals; and providing to at least one of the participants information corresponding to the participant quality metrics, where the information is provided in one or more of graphical, textual, and audible form.

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.

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 to generate, in a data graph associated with a merchant system, a first entity type including a first data field storing a first data value corresponding to the merchant system. A second entity type comprising a second data field storing a second data value corresponding to the merchant system is generated in the data graph. A relationship type between the first entity type and the second entity type is established. A first update to the first data value of the first entity type is generated. In view of the relationship type, a second update to the second data value of the second entity type is generated. The first update of the first entity type and the second update of the second entity type are stored in the data graph.

A system and method that includes receiving a messaging request that includes communication intent parameters and a set of communication destinations, wherein the messaging request is authenticated as a request of a first account; dynamically transforming messages according to individual communication destinations, wherein for the set of communication destinations: selecting a communication mode according to communication intent parameters, transforming content of the messaging request, and transmitting transformed content to a destination endpoint in the selected communication mode.

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.