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 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 system and methods for call facilitation are provided. The system includes interfaces to call handling networks for receiving or transmitting information by voice, data, email or internet protocol, a storage means and a processing means. The storage means stores caller and/or callee associated information. And the processing means initiates and controls calls to one or more of the call handling networks utilizing associated information corresponding to the caller and the callee of the calls. The associated information includes identification information, calling rules, authentication information, and electronic addresses for each caller and/or callee. In addition, a method for facilitation of a call between a caller and a callee includes setting-up and/or controlling the call in response to information in one or more URL links accessed by the caller and/or the callee via their electronic addresses and/or online accounts.

The disclosure relates to a method for web real-time voice communication based on two-dimensional code scanning which, even when the called party does not have its own web, can automatically generate a temporary web embedded with a web communication plug-in for the called party by a network voice communication SIP server, and realizes web real-time voice communication based on two-dimensional code scanning. In addition, by using the web real-time voice communication technology, the calling party can communicate with the called party without downloading and installing the client, and the calling party can call and communicate with the called party answering terminal by the web real-time communication SIP server and the network voice communication SIP server, only with the need to scan a two-dimensional code to use the web communication plug-in on the web of the called party or the temporarily generated web.

A method for managing telephone communication and to a corresponding computer program, storage medium, telephone communication management device, and telephone communication management platform. A request to set up a telephone communication session between a first terminal and a second terminal is received. Each terminal has its own identifier. A first call command is sent to the first terminal. Pickup of the first terminal by a user before the end of a predetermined period is detected. Automatic detection is based on obtaining a signal indicating that the first call command has been accepted, associated with obtaining an indication of a user's interaction with a human-machine interface at the first terminal. A second call command is then sent to the second terminal.

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 device receives, from a user device, a communication request that includes information identifying a user of the user device, an organization, and at least one reason for the communication request. The device determines, based on the communication request, information concerning the user, a telephone number associated with the organization, and a menu of an interactive voice response (IVR) system device associated with the telephone number. The device communicates, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, with the IVR system device via a communication session initiated based on the telephone number. The device determines, based on communicating with the IVR system device, a time that the user is to interact with the IVR system device via the communication session, and causes the user device to join the communication session at the time.

An information processing apparatus includes a detection unit that detects a start of using a voice communication unit in a set period during processing for establishing a connection with another information processing apparatus for performing remote assistance for the information processing apparatus, a display control unit that, when a start of using the voice communication unit is detected, displays a notification screen including a telephone number set as contact information of an assistance source of the remote assistance and an instruction object for instructing to make a phone call to a communication destination corresponding to the telephone number, and a calling unit that, when a phone call to the communication destination is specified via the instruction object in the notification screen, makes a phone call to the communication destination.

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.

Methods, systems, and apparatus include computer programs encoded on a computer-readable storage medium, including a method for providing information. A request is received by a call routing server to establish a call between a client device and a remote telecommunications device. A given transmission criterion that triggered distribution of the particular digital component to the client device is determined by a call context server. A set of contextual information that is mapped to the given transmission criterion is identified, by the call context server, in a data store storing a mapping of transmission criteria to contextual information. The client device is connected, by the call routing server, to the remote telecommunications device using the phone number. The set of contextual information is transmitted to the remote telecommunications device or a computing device that is associated with the remote telecommunications device while the call is being connected or in progress.