Systems and methods for managing network communication are disclosed. Methods and systems can comprise receiving a telephony message having a source address and determining routing information using the source address. A telephony call may be routed using the determined routing information. Such processing may be implemented to route telephony calls to certain services such as accessibility services based on at least the source address of a telephony message.

A method and apparatus of processing caller experiences is disclosed. One example method may include determining a call event type occurring during a call and assigning a weight to the call event type via a processing device. The method may also include calculating a caller experience metric value representing a caller's current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight and a discounting variable that discounts a value of past events. The method may also provide comparing the caller experience metric to a predefined threshold value and determining whether to perform at least one of transferring the call to a live agent and switching from a current caller modality to a different caller modality.

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 differentiated routing system includes an electronic service in communication with an ingress gateway that receives a communication service, such as a call from a terminal, over a trunk. The service receives a request from the ingress gateway for establishing a communication service for the calling party terminal. The service obtains information associated with the calling party terminal, which may be based on the trunk and its relationship to a customer, in which the information is to be used for applying at least one of a routing decision and policy decision to the communication service, and appends a tag to the request based on the information. The service may then transmit the request appended with the information to a routing device, which may then use the information when providing the service.

Calls placed to a call recipient bypass the terminating messaging system, creating an enhanced message in the call originator's messaging system and delivering the enhanced message using alternate routing information. A caller creates enhanced messages for a call recipient even when the call recipient's messaging system does not support such functionality. The caller also embeds stored content and/or use links in the enhanced messages to allow the message to be modified and/or deleted before it is accessed by the call recipient.

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.

A group routing server, communication devices, and related methods are described. The group routing server may comprise a processor operably coupled with communication elements and memory, and be configured to determine a destination communication device from among a plurality of communication devices to which an incoming call is to be routed, determine whether an assistive communication service is needed for providing interpretive services based, at least in part, on differing communication abilities between a far-end user associated with a far-end communication device initiating the incoming call and a near-end user associated with the destination communication device, route the incoming call to the assistive communication service according to the routing rules if the assistive communication device is determined to be needed, and route the incoming call directly to the communication service according to the routing rules if the assistive communication device is not determined to be needed.

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.

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.

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.