Methods, systems, and devices for consumer contact are described. In some aspects, an example method may include receiving an indication to notify a consumer and identifying a text-capable contact number associated with the consumer. The example method may also include determining a disconnect date at which the text-capable contact number was disconnected and comparing the disconnect date with a notification date associated with receiving the indication to notify the consumer. Additionally, the example method may include determining whether to notify the consumer via the text-capable contact number based on the comparison of the disconnect date with the notification date. In some aspects, the example method may include identifying whether a primary contact number for which to notify the consumer is a text-capable phone number. In other aspects, the example method may include soliciting the consumer to obtain a substitute contact number that can be used as a text-capable contact number.

A method for transferring information from a sender to a recipient during a telephone call between a sender communication apparatus and a recipient communication apparatus is provided. The method comprises detecting, by the recipient communication apparatus, that the recipient is subjected to a noisy environment; converting a voice message, originating from the senders voice and recorded by the sender communication apparatus, into a text message; and displaying, at a display of the recipient communication apparatus, the text message to the recipient.

Apparatus and methods concerning routing of calls in an IPBX are disclosed. As an example, one apparatus includes an IPBX server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled devices communicatively coupled to the IPBX via a network. A user-activity detection circuit is communicatively coupled to the IPBX server. The user-activity detection circuit is configured to receive activity data indicating activity of end-users in a virtual office environment and receive event messages indicating statuses of pending calls in the IPBX server. The user-activity detection circuit determines user-activity statuses of the end-users based on received activity data and event messages. A computing server is communicatively coupled to the user-activity detection circuit and is configured to provide a set of services for one or more of the plurality of users as a function of the determined user-activity statuses of the end-user.

Apparatus and methods concerning routing of calls in an IPBX are disclosed. As an example, one apparatus includes an IPBX server configured to route VoIP calls for a plurality of end-users having respective VoIP-enabled devices communicatively coupled to the IPBX via a network. A user-activity detection circuit is communicatively coupled to the IPBX server. The user-activity detection circuit is configured to receive activity data indicating activity of end-users in a virtual office environment and receive event messages indicating statuses of pending calls in the IPBX server. The user-activity detection circuit determines user-activity statuses of the end-users based on received activity data and event messages. A computing server is communicatively coupled to the user-activity detection circuit and is configured to provide a set of services for one or more of the plurality of users as a function of the determined user-activity statuses of the end-user.

A system for measuring effectiveness of a customer service platform comprises a server configured to receive a first set of data related to an interaction between a first person and an automated communication channel, receive a second set of data related to a conversation between the first person and a second person on a call, determine, from the first set of data, a third set of word(s) that describe an intent of the first person to perform a task via the customer service platform, determine, from the second set of data, a fourth set of word(s) that describes an outcome accomplished during the call, calculate a value that describes a similarity between the third set of word(s) and the fourth set of word(s), and determine an effectiveness measure of the customer service platform based at least in part on a comparison of the value with a pre-determined threshold.

A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.

This disclosure provides methods, services, and platforms that automatically prompt mobile phone users to add contact information to their phone book after a triggering event such as calling a phone number. The methods, services, and platforms allow mobile network operators to provide a service that allows businesses to potentially have their numbers added to the phonebook of a mobile phone after a disconnected call.

In a controlled-environment facility resident-to-resident communication management system a controlled-environment facility electronic digital mail center, and/or the like, receives and creates a digital version of an original mail item received at a controlled-environment facility, and a controlled-environment facility mail database, and/or the like, that stores digital versions of original mail items received at the controlled-environment facility. A centralized controlled-environment facility investigative data aggregation and analysis platform, and/or the like, identifies a sender and/or sending address of the original mail item from the digital version of the original mail item, queries a database using identification of the sender and/or the sending address, determines whether the sender is a resident of another controlled-environment facility, and in response to a determination that the sender is a resident of another controlled-environment facility, flags the digital version of the original mail item as a controlled-environment facility resident-to-resident communication.

A method including determining, according to a received type change instruction with respect to a group, a target group type of the group; selecting, according to a limiting condition imposed on group affiliation information of a group member by the target group type, a group member who does not satisfy the limiting condition; and removing the selected group member from the group.

A voice call conversion system includes an interactive voice response app offering the voice caller an option to engage in a texting session with an intelligent interface on an application server. A telephony server connected to the telephone network receives voice calls and communicates with the application server to initiate an interactive voice response session. The texting session can take place even if the call was placed to a landline phone number. A gateway converts text messages on a cellular network to requests on an IP network and in the opposite direction converts IP network communications to text messages on the cellular network.