A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.

A request is received for connecting a user with an agent, the request identifying a user interaction with content. A second server is accessed to determine a first score of the user representing a benefit the user has generated for a client that provides the content. A third server is accessed to determine a second score of the user representing overall burden to provide services to the user by the client based on an interaction history of the user with the client. A user value is dynamically determined based on the first score and the second score using a user value determination algorithm that is specifically configured for the client. A list of agent candidates is identified from a pool of agents based on the user value and the collection of real-time data. A first communication session is established between the user and one of the agent candidates.

The present disclosure is directed to syncing data related to voice calls via dynamically assigned virtual phone numbers. A system receives a voice call entry from a content provider. The system access a lot data structure to parse the log data structure. The system matches a device identifier of the voice call entry with a device identifier of the log entry. The system determines that a predetermined threshold is satisfied by a time or duration of the log entry. The system retrieves a virtual phone number from the log entry. The system performs a lookup to determine a content item impression identifier. The system stores data provided via the voice call entry.

Systems and methods are disclosed for managing conference calling using a URL assigned to a conference call organizer. One method includes receiving, from a conference call organizer, a request to be placed into a conference call associated with a URL assigned to the organizer; and receiving, from a prospective conference call participant, a request to be placed into the conference call associated with the URL. Another method includes receiving, from a first user, through a web page of a URL assigned to the first user, a first phone number at which the first user can be called; receiving, from a second user, through the web page of the URL, a second phone number at which the second user can be called; and initiating phone calls to the first user at the first number and the second user at the second number.

An online and offline communication processing and tracking using data processing and data/voice networks is described. A phone address from a phone address number pool is automatically assigned to a first entity. A call quality rating is determined and recorded. A call from a caller directed to the phone address is received at a call bridging system coupled to at least one network, wherein the call is associated with call signaling information. Based at least in part on the call quality associated with the caller call, the caller call is assigned to a first location in a call queue. An outbound call is generated from the call bridging system and the inbound and the outbound calls are bridged. One or more parameters of the bridged call are compared to the call quality rating. An indication is recorded regarding the successful bridging of the calls in association with an entity identifier.

Inbound call processing systems and methods for processing inbound calls to controlled-environment facility resident media and/or communications devices employ an inbound resident call server configured to host inbound calling accounts established by non-residents, receive inbound calls from the non-residents, route the inbound calls to an authenticating server, confirm that the resident device is active, and connect the inbound resident call system with the resident device if active or inform the non-resident the resident is not available if not. The inbound resident call server also connects the non-resident inbound call with the resident device if the non-resident is associated with the inbound calling account, the inbound calling account is associated with an address identifier of the resident device and the resident's personal identification number is associated with the address identifier of the resident device, all of which may be authenticated by the authenticating server.

A Multimedia Alert and Response System for Urgent and Local Requests have been disclosed. In one version when an urgent request is received urgent rules are applied, a reverse call center is applied, and a service provider is connected telephonically with a live service provider person.

The present invention is related to telecommunications. A call processing system receives a first call from a caller intended for a first person. A notification regarding the first call is transmitted over a network to a terminal associated with the first person. A user interface is displayed on the terminal via which the first person can indicate that a callback message is to be transmitted to the caller. The callback message is transmitted to the caller, wherein the callback message includes an identification of the first person, a callback control, and text indicating that the caller is to activate the control to initiate another call to the first person. At least partly in response to the caller activating the control, A second call to be placed via which the first person and caller are connected.

A method of correlating outgoing electronic communications with received electronic messages includes: sending an electronic message associated with a second party to a first party; subsequently receiving an outgoing electronic communication from the first party by the second party; automatically determining whether the outgoing electronic communication resulted from the electronic message, based on electronically stored information about the sending of the electronic message and about the subsequently received outgoing electronic communication; and if it is determined that the outgoing electronic communication resulted from the electronic message, flagging the outgoing electronic communication to have a different status from outgoing electronic communications not determined to have resulted from an electronic message.

A system may provide state awareness across communication channels and statefully transition a user between a source channel and a destination channel. A method may include storing a unique identifier associated with the user and data associated with the user, retrieving the data associated with the user based upon the user identifier and in response to the user entering the destination channel that is different from the source channel, and populating the data associated with the user in the destination channel. The destination channel may include a display of a customer service representative, and the populating may occur automatically. Furthermore, the method may include placing a call to a telephone number associated with the user in response to at least one of: the user answering a requisite number of questions in the source channel and the user requesting a transition to a voice destination channel.