Audio data, corresponding to an utterance spoken by a person within a detection range of a voice communications device, can include an audio message portion. The audio data can be captured and analyzed to determine the intent to send a message. Based at least in part upon that intent, a remaining portion of the audio data can be analyzed to determine the intended message target or recipient, as well as the portion corresponding to the actual message payload. Once determined, the audio file can be trimmed to the message payload, and the message payload of the audio data can be delivered as an audio message to the target recipient.

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.

An intelligent interface responds to text messages, which in a particular embodiment are addressed to a landline phone number. An IP network interface receives requests including a source phone number, message content and the destination phone number. The intelligent interface includes access to a serialized intent file created by a vectorizer. An intent classifier determines one intent from the serialized intent file based on the received message content. A response is generated according to the one intent. A reply generator generates a reply including the source phone number as a destination, the landline phone number as a source and the response.

A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

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.

In the case of a method or an arrangement for the automatic start up of a first communication terminal (EG A, EG B) configured for voice communication on at least one second communication terminal (CL A, CL B) configured for text communication, the voice communication between communication terminals is conveyed via at least one voice communication server (SCS) and the text communication between communication terminals is conveyed via at least one text communication server (TCS). The at least one voice communication server (SCS) and the at least one text communication server (TCS) exchange information via at least one conversion device (GW). The start up of at least one first communication terminal (CL A, CL B) is effected via the at least one text communication server (TCS), the at least one conversion device (GW) and the at least one voice communication server (SCS) to at least one second voice communication terminal (EG A, EG B).

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 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.

Apparatuses and methods are disclosed for automatically connecting to a relay service and establish a captioning communication session during a call between a hearing-impaired user and a far-end user. The apparatus includes communication elements configured to receive captions from a relay service, and a processor configured to automatically connect to the relay service and establish a captioning communication session during a call responsive to a determination that a connection to the relay service failed during a time in which the hearing-impaired user desired captions to be enabled. A method includes determining captions are desired by the hearing-impaired user at a first time to be enabled for display to the communication device during a call, detecting a failed connection to the relay service at a second time, and automatically connecting with the relay service and establishing a new captioning communication session at a third time during the call.

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.