Systems and methods for automating the use of an IVR system are provided herein. A method includes traversing an interactive voice response (IVR) system using a chatbot, determining a menu structure of the IVR system using audio processing, the menu structure comprising selectable telephonic options, and storing the menu structure in a database. The menu structure, such as an IVR tree, can be used by the chatbot to fulfill user tasks and other requests.

A secure payment agent assist (“SPAA”) feature provides assistance to a contact center agent during a transaction involving sensitive information, where the sensitive information provided by the remote party is maintained in secure manner, so that the agent is not exposed to it. The agent is assisted by being provided with a pop-up window that allows the agent to invoke a “recollect” and “cancel” function during the transaction. The pop-up window also provides information to the agent making the agent aware of the progress of the transaction as the remote party interacts with an interactive voice response (“IVR”) unit. In other embodiments, a configuration parameter allows the prompts for the payment information to be provided by the agent or the IVR.

A computer-implemented method, a computer program product, and a computer system for detecting, verifying and preventing unauthorized use of a Voice over Internet Protocol (VoIP) service. A computer rates a VoIP call based on a database including information of the caller number, in response to determining that no record of a caller number exists in a database including the information of unauthorized uses. The computer sets a predetermined time period for the VoIP call based on a rating of the VoIP call, adds the predetermined time period to a session initiation protocol (SIP) invite, and connects the VoIP call to a called party. In response to that the predetermined time period is reached, the computer interrupts the VoIP call and prompts the caller to conduct user verification. In response to that the caller is successfully verified, the computer reconnects the VoIP call to the called party.

A device blocking tool includes a user interface, a location engine, and a connection engine. The user interface receives at least one of a MAC address of a device and an IP address of the device. The location engine communicates a query to an access control server, receives a response, and determines, based on the response, that the device connected to a network through a wired connection. In response to a determination that the device connected through the wired connection, the location engine determines a switch through which the device connected. The location engine also determines a VLAN through which the device connected and determines, based on a type associated with the VLAN, that the device is an IP telephone. The connection engine connects to the determined switch in response to the determination that the device connected through the wired connection.

A telephony communications system for detecting abuse in a public telephone network to which a telephone network subscriber is connected includes: a telephone system server, configured to: emulate an extension subscriber in order to simulate the existence of the emulated extension subscriber of the telephone system vis-à-vis an attacking entity, receive a control command from the attacking entity to establish a telephone connection between the emulated extension subscriber and the telephone network subscriber, and send a connection request to the telephone network subscriber in response to receiving the control command in order to initiate the establishment of the telephone connection between the emulated extension subscriber and the telephone network subscriber; and a telephone network abuse detection device configured to detect an abuse attempt in the public telephone network on the basis of the telephone network address of the telephone network subscriber.

A call processing system comprises first and second interfaces configured to selectively pass voice signals and data signals between caller and agent to enable communication. An attenuation means is configured to selectively attenuate voice and data signals passing from the first interface to the second interface to impede the agent from receiving voice and data signals from the caller. While a string of discrete data signals is received at the first interface, the system is configured to operate exclusively in each of: a first mode in which voice and data signals are permitted to pass from the first interface to the second interface to enable the agent to receive them from the caller; and a second mode in which the attenuation means attenuates voice and data signals passing from the first interface to the second interface to impede the agent from receiving them from the caller.

The present invention relates to a wireless access system, and more particularly, to methods and apparatus for notifying authenticity information of a caller identifier (ID) in a wireless access system, comprising: receiving, from a second network node, a first call message including a caller ID of a second UE (UE2), determining whether the caller ID of UE2 has been authenticated or not by detecting a trust level of authenticity information in the first call message, and transmitting, to a first UE (UE1), a second call message including the caller ID and an indication message indicating one or authentication levels out of an authenticated, a spoofed, or an unauthenticated level, wherein the authenticated indicates the caller ID is authenticity and the spoofed indicates the caller ID is not guaranteed to correspond to the UE2.

In one implementation, an apparatus includes an audio detection circuit, a central processor, and the switch. The audio detection circuit is configured to determine whether audio is present in an input signal and generate an audio presence indicator indicative of the audio. The central processor is configured to receive the audio presence indicator and a mute command. The central processor generates a switch command based on the mute command. The switch is configured to block the input signal from a digital signal processor in response to the switch command. The central processor generates a dynamic mute message that indicates audio is detected while a mute command is active.

A system and method for detecting and preventing PSTN fraud and abuse in real time includes a detection engine and a call management engine. The system includes at least one user record, at least one call data record, at least one fraud score record, and at least one remediation record. A call management engine enables users to establish VoIP calls connections to destination phone numbers. A fraud detection engine screens VoIP call connections to detect potential fraud and generates fraud records and remediation records when potential fraud is detected. The fraud detection engine may additionally direct the call management to terminate a VoIP call connection.

The invention discloses a method for modifying functionality of a real-time communications system. The method comprises establishing a real-time communication session (100) between a first participant (A) and a second participant (B); responsive to detecting a trigger event, selecting a first redaction algorithm (112) of a plurality of redaction algorithms; and adding the first redaction algorithm to the real-time communication session as a virtual participant (C). The first redaction algorithm is configured to redact data appearing in a data stream to be transmitted from the first participant to the second participant during the real-time communication session.