A system and method for selecting a data delivery network. A determination is made of user information associated with a communication from a user. A determination is made of performance information for multiple data delivery networks. The data delivery network is selected for the communication from the multiple data delivery networks.

Disclosed are 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 message indicating that the action has been satisfied.

Disclosed are 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 message indicating that the action has been satisfied.

An interface portal system that includes a non-transitory computer readable medium having a plurality of stored instructions adapted to generate a coaching portal based on behavioral assessment data, the plurality of instructions including instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications; instructions that, when executed, identify one or more customer-agent interaction events based on the analyzed behavioral characteristics; and instructions that, when executed, display a time-based graphic representation across a selected time interval based on one or more communications. Methods of providing coaching assessment based on behavioral assessment data are also included.

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.

The invention relates generally to a method for initiating an enhanced communication connection, between a calling party (A) and a called party (B), within a telecommunication network system comprising multiple interconnected networks, said enhanced communication connection comprising a circuit switched connection and a packet-switched connection, the method according to the invention is characterized in the steps of processing the setting up of said circuit-switched connection and said packet-switched connection based on one single response invoked by said called party (B). In one embodiment of the method the single response could be the pressing of a button or the selection of a displayed icon on a terminal.

Implementations relate to selection of networks for voice call transmission. In some implementations, a method includes determining a voice call for communication between a sending device initiating the voice call and a receiving device and determining one or more first characteristics of the voice call. The method selects, based on the first characteristics, one of a phone network and a data network to use to route data of the voice call from the sending device to an intermediary server on the data network. The method causes the data of the voice call to be sent to the intermediary server over the selected network. The data of the voice call is sent from the intermediary server to the receiving device on one of the phone network and the data network chosen by the intermediary server based on one or more second characteristics of the call.

Methods and systems for automatically assigning virtual numbers are provided herein. In some embodiments, a method for automatically assigning virtual numbers may include receiving, from a first customer device associated with a first identifier, a second identifier associated with a recipient device; establishing a call between the first customer device and the recipient device; assigning a first virtual number associated with the first identifier and the second identifier, wherein the first virtual number is selected to be in a local calling area of the first identifier; and transmitting the first virtual number to the customer for use in making future calls to the recipient device.

A method of generating a customer satisfaction score based on behavioral assessment data across one or more recorded communications, which includes analyzing one or more communications between a customer and an agent by applying a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer, selecting at least one filter criterion which comprises a customer, an agent, a team, or a call type, calculating a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on one or more communications, and displaying a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval. Systems and non-transitory computer readable media configured to generate a customer satisfaction score based on behavioral assessment data are also included.

Described herein are systems, devices, methods, and media for managing emergency communications by using multiple transport layer sessions to ensure robust communications during periods of poor communication quality and/or by providing persistent communication sessions that continue despite poor communication quality or disconnections.