Methods and apparatus implementing a telephony terminal for connecting a telephone to a data network. In one implementation, a telephony system includes: a phone connection for connecting to a telephone; a network connection for connecting to a network; and a controller connected to said phone connection and to said network connection; wherein said controller provides a phone service for processing information for said phone connection, said controller provides a network service for processing information for said network connection, and said controller provides a network voice service for converting information to and from a network voice format.

Certain aspects of the disclosure are directed to control of data communications services. According to a specific example, an apparatus is provided including one or more computer processor circuits configured and arranged to interface with remotely-situated client entities using a first programming language associated with a message exchange protocol between a data communications server and data sources, and to provide a database of communications services to the client entities. The apparatus further includes communications control circuitry configured and arranged to control communications routing for each respective client entity, by identifying, client-specific sets of control data derived from programming instructions received over the message exchange protocol and corresponding to a second programming language that is compatible with the first programming language, and providing the communications services to end-users of the client entity based on the client-specific sets of control data including particular routing functions for emergency notifications.

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 communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (GUI) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session indicator, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions. Agent session data accessed by the communications handler allows selection of agents authorized and available to handle the incoming communication session.

Methods and systems are disclosed for managing the communications and information resources of a user. Identity information relating to the user is received. The user's preference for withholding an incoming communication is obtained. An entry is created in a message log for the withheld communication. The user is not notified of receipt of the withheld communication, yet receipt of the withheld communication is logged in the message log.

Various embodiments of the invention provide methods, systems, and computer program products for changing an interaction taking place between an agent and a party from a first channel of communication to a second channel of communication. A communication assembly comprising the interaction is linked to a first communication session currently being held between the agent and party using the first channel of communication. A second communication session to be held between the agent and party using the second channel of communication at a future time is reserved and linked to the communication assembly. The first communication session is then terminated and at the future time, a communication involving the party and using the second channel of communication is established. Accordingly, the communication is linked with the second communication session and routed to the agent so that the agent can interact with the party over the second channel of communication.

Apparatuses and methods concerning routing of calls in an IPBX server are disclosed. A first processing circuit is communicatively coupled to an IPBX server that routes VoIP calls for a plurality of end-users having respective VoIP-enabled devices and generates call event messages for the routed calls. The first processing circuit generates call summary metrics from the call event messages. A second processing circuit evaluates the call summary metrics to identify a set of incoming calls to the IPBX that were missed and have not been returned by the end-users. The second processing circuit cross-correlates the identified set of incoming calls with a secondary data source to determine a respective priorities for the set of incoming calls. The second processing circuit stores data indicating calls of the identified set have a higher priority.

Included are an outgoing call detection unit configured to detect an outgoing call from a first communication terminal to a second communication terminal, a connection control unit configured to cause the outgoing call detected by the outgoing call detection unit to arrive at the second communication terminal, a call duration measurement unit configured to measure a time from when a phone call is started, which is a duration of the phone call, between the first communication terminal and the second communication terminal, and a notification unit configured to transmit, when the duration measured by the call duration measurement unit exceeds a predetermined duration before the phone call ends, a predetermined notification to a third communication terminal.

Methods and system for the automated delivery of digital information are disclosed, included a system comprising at least one computer processor and one or more non-transitory memory storing a set of instructions, that when executed by the at least one processor cause the at least one processor to receive a telephone call from a telephonic device identified with a phone number and associated with a caller; determine the phone number associated with the telephonic device without input from the caller; receive an indicator, the indicator being a request for digital information to be transmitted to the telephonic device; and transmit digital information to the telephonic device based on the determined phone number.

.[.Anonymous voice communication between a first station and a second station is facilitated by providing an interface that allows input of a transaction specification from at least one of the first and second stations. A reference code associated with the transaction is generated, there being a defined relationship between the reference code and the address of the second station for voice communication. The reference code is supplied to the first station, and a voice communication request and the reference code are received from the first station. The reference code is used to recover said address and a channel for voice communication is opened between said first and second stations. Voice communication can thereby be established between the first and second stations without providing the address of the second station to the first station..]. .Iadd.Client (e.g., a device, a station, or an application) for accessing an Internet-based service that data mines user information is herein disclosed and enabled. The service may facilitate a user of the client connecting to other users over the Internet. Data obtained from each transaction submitted through the service are data mined. The collected or obtained data may include private data, interests, intellectual property, and the like. The client may (1) provide, to the user, a proposed transaction specifying a transaction between the user and another user, which is based, at least in part, on data mining the user's history of transactions; (2) provide a reference code to the user related to the proposed transaction; and (3) receive a communication request from the user employing the reference code. The reference code may include text, image(s), video(s), audio, or communication link(s), and the proposed transaction may include an advertisement..Iaddend.