Disclosed herein is a method of generating a record of a call, the method, performed by a first device, comprising: performing a voice communications call with a second electronic device over a first communications channel; receiving and/or transmitting, during the voice communications call, call content data over a second communications channel; generating call details in dependence on the voice communications call; and generating a record of the call, wherein the record comprises the call details stored in association with the call content data. Advantageously, each generated call record provides an entry point to access data or to search information related to each call.

A system and method of providing caller identification (ID) over a public switched telephone network (PSTN). For outbound calls, the system and method enable a caller to provide a caller ID that differs from the native caller ID of their mobile phone. The system and method enable multiple phones tied to a single account to display the same caller ID for outbound calls. For forwarded inbound calls, such as calls being forwarded from an office, the system and method inform the recipient of the identification of the call as well as that the call is being forwarded. The system and method enable the recipient to have calls forwarded from more than one number and identify the identity of the caller as well as the specific number the call is being forwarded from.

A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.

A method and system provide for detecting an incoming call that invokes a first application in a communication session; detecting an indication that a second application is to be invoked by the first application in the communication session; generating an outgoing internal communication leg to handle an invocation of the second application; identifying that a parameter is generated during execution of the first application; and passing the parameter to the second application via the outgoing internal communication leg.

Methods and systems described in this disclosure receive a call from a device associated with a caller and request an indication of a context of the call. The system can send a request for authentication credentials in a push notification to the device. The push notification can be linked to an authentication tab or page in an application. After authentication of the caller, the system can direct the application to cause a tab or page associated with the subject matter of the call to be displayed on the qualified device.

Measures are provided for use in establishing a telephony session between first and second telephony devices in a telephony network. Telephony network equipment in the telephony network receives, from the first telephony device over a signalling link, a telephony session establishment request. The telephony network equipment receives, from the first telephony device over a data link that is separate to the signalling link, a message comprising data useable by the telephony network equipment to identify the second telephony device. The telephony network equipment correlates the received telephony session establishment request and the received message. The telephony network equipment transmits, to the second telephony device, a telephony session establishment request on the basis of the correlating. The first telephony device is associated with a multi-persona user having a first persona associated with a first telephony identifier and a second persona associated with a second telephony identifier.

A switch device for use in a gateway equipment and a gateway equipment comprising the switch device are suggested. The suggested switch comprises a Foreign Exchange Station (FXS) port configured to be connected to a telephone set, a Foreign Exchange Office (FXO) port connected to communicate analog voice signals with an external network, and a Voice over Internet Protocol (VOIP) unit configured to communicate digital data signals with the external network and enable a VOIP call using the digital data signals. The switch device comprises a switch configured to, when the gateway equipment is power down, connect the FXS port to the FXO port. The switch device also comprises a power unit configured to generate a work voltage from the analog voice signals at the FXO port to provide a power supply to the switch.

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.

An apparatus and method of performing automated administrative operations on a mobile device. One example method may include determining via a hosted server that an action needs to be performed by a mobile device under management. The method may further include generating a message via the hosted server, the message includes the action, and transmitting the message to the mobile device under management, and receiving a result message from the mobile device under management responsive to the transmitted message, the result indicating that the action has been satisfied.

A system described herein improves user equipment (UE) access to call and data services provided by a network carrier by updating settings on the UE based device data from the UE. The updates may modify the UE hardware configuration, including activating or deactivating different network radios of the UE, enable or disable different call or data services accessed through the different network radios, and/or modify parameters controlling UE network selection and switching (e.g., handoff). In doing so, the system may improve the user experience when accessing wireless services of the network carrier and resolve quality issues whether due to poor signal strength, congested networks, or excessive network switching.