Asynchronous and/or synchronous telephony protocol systems and methods may include an asynchronous signaling node (ASN) and/or a call duration time quota from a charging onset to place and complete a call based on a first device call request as received from a first user mobile device on a packet switched network. The asynchronous systems include instructions to automatically modify the telephony address with a prefix and destination address when the first device has insufficient or independent balance or upon a network exception; route the modified call signal to the ASN; and deliver and automatically disconnect the call when the call is completed. The synchronous systems are balance-independent and include instructions to automatically set the call duration time quota upon such exception, and deliver and automatically disconnect the call from the second user telephony device when the call is completed or when the call duration time quota is exceeded.

A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.

Methods and systems for multiple channel authentication are described. In one embodiment, a request for an interaction is initiated from within a mobile application. The request may include authentication information and contextual information relating to a current exchange between the mobile application and an organization. The user may be authenticated with the authentication information and the request may be routed to a representative based on the contextual information to continue the exchange.

A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

A device may receive, from a network device, call information associated with a call. The call may be from a calling party device. The call may appear to be intended for a destination device. The call information may be received, from the network device, based on the network device having routed the call. The device may determine, based on the call information, that the call appears to have been forwarded to a called party device that is different from the destination device. The device may determine, based on the call information, a forwarding characteristic for the call. The device may determine that the forwarding characteristic satisfies a criterion. The device may send an output message based on the forwarding characteristic satisfying the criterion to support responding to call forwarding activity that has the forwarding characteristic.

A dynamic communication management system manages the exchange of phone-based communications between devices using dynamically determined routing data. The routing for the phone-based communications can be dynamically determined such that certain identifying information is provided to destination devices instead of the identifying information that would be provided without the services of the dynamic communication management system.

A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

Systems and methods for classifying and routing an inbound call using ENUM queries are described. When a calling party initiates an inbound call, an Interconnect Session Border Controller (I-SBC) may generates a query for a calling party number (CgPN) and a called party number (CdPN) to search the inbound call in an E.164 Number to URI Mapping (ENUM) database. The I-SBC may check the CgPN against the ENUM database and identify a service provider identification (SPID) number associated with the classification of the CgPN found in the ENUM database. The I-SBC may then tag the SPID and an associated predetermined description to the inbound call, and route the inbound call based on the SPID.

This invention makes media routing decisions within a distributed communications system that spans both managed and unmanaged networks, while taking into account a large set of input metrics. It is meant to optimize for quality of experience while maintaining restrictions posed by companies and organizations who need to adhere to strict policies, either internal or external such as governance and regulation.

Asynchronous and/or synchronous telephony protocol systems and methods may include an asynchronous signaling node (ASN) and/or a call duration time quota from a charging onset to place and complete a call based on a first device call request as received from a first user mobile device on a packet switched network. The asynchronous systems include instructions to automatically modify the telephony address with a prefix and destination address when the first device has insufficient or independent balance or upon a network exception; route the modified call signal to the ASN; and deliver and automatically disconnect the call when the call is completed. The synchronous systems are balance-independent and include instructions to automatically set the call duration time quota upon such exception, and deliver and automatically disconnect the call from the second user telephony device when the call is completed or when the call duration time quota is exceeded.