A dynamic contact management system is provided for managing customer contacts in a customer service center and dynamically determining which actions to takeor which actions are permitted to be takenwith respect to customer contacts. The system can process data regarding attributes of an agent or group of agents, and generate scores to use in making the dynamic determinations. Based on the scores, the system can temporarily authorize agents to perform actions that they would not otherwise be authorized to perform, assign customer contacts to agents who are most likely to resolve a contact in a satisfactory manner, generate dynamic comparisons of agents, and the like.

An electronic device includes a housing and one or more processors. At least one proximity sensor component is operable with the one or more processors and can include an infrared signal receiver to receive an infrared emission from an object external to the housing. The one or more processors can receive, with a communication circuit, an incoming communication from a remote communication device and determine whether a person is within a thermal reception radius of the at least one proximity sensor component. Where the person is not within the thermal reception radius, the one or more processors can perform a control operation in response to receiving the incoming communication.

A conference system, with which the convenience of setting work is high, is be provided. A conference system S includes a control unit (CU) 1 and a discussion unit (DU) 2, the DU transmits audio information to the CU, the CU includes a CU storage portion, an audio slot, and a CU control portion, the CU control portion assigns the audio slot to the DU that transmitted the running packet with the request flag added, control information for controlling operations of the CU and the DU includes addition mode information, specifying an addition mode among a plurality of addition modes for adding the request flag to the running packet, and assignment mode information, specifying an assignment mode among a plurality of assignment modes for assigning the audio slot to the DU, which transmitted the running packet with the request flag added, when the audio slot is not vacant, and the addition mode information is stored in the CU storage portion in association with the assignment mode information.

The present disclosure relates to a call processing method and device. The method includes: obtaining usage information of a terminal device when receiving a call request from a strange call; determining whether the usage information comprises usage information associated with the strange call; and not intercepting the strange call if the usage information comprises the usage information associated with the strange call.

Systems and methods for optimized call handling during e911 calls. Normally, when a user equipment (UE) is connected to a public safety answering point (PSAP)e.g., is on a 911 callall incoming calls are automatically routed to voicemail. In contrast, the systems and methods disclosed herein enable calls that were dialed within a predetermined time window of the 911 call to be sent through to call-waiting to enable the user to accept or reject the call. The system can use a guard timer to determine whether a call is within the predetermined time window. The system can include a single guard timer for all incoming callse.g., any call made from the UE within the previous X minutes prior to the 911 call. The system can also include individual guard timers for each call that expire separately relative to the call's proximity to the 911 call.

Methods, apparatuses, and systems for forwarding a communication transmitted to a portable communications device. One method includes affiliating the portable communications device with a talkgroup, and, in response to affiliating the portable communications device with the talkgroup, receiving, at an electronic processor included in the portable communications device, forwarding configuration data associated with the talkgroup. The method also includes forwarding a communication transmitted to the portable communications device while the portable communications device is affiliated with the talkgroup based on the forwarding configuration data associated with the talkgroup and one or more override settings.

An embodiment of the present invention provides a computer-implemented secure call service method of a secure call system comprising a caller's phone, a receiver's phone, a secure call service server, and a call processing server.

In one aspect, a first device includes a processor and storage accessible to the processor. The storage bears instructions executable by the processor to identify contact information for a person associated with a second device and determine, based on the identification, whether to disable a caller identification (ID) blocking function associated with making calls from the first device. The instructions are also executable by the processor to, responsive to a determination to disable the caller ID blocking function, disable the caller ID blocking function while facilitating a call from the first device to the second device.

In one aspect, a first device includes a processor and storage accessible to the processor. The storage bears instructions executable by the processor to identify contact information for a person associated with a second device and determine, based on the identification, whether to disable a caller identification (ID) blocking function associated with making calls from the first device. The instructions are also executable by the processor to, responsive to a determination to disable the caller ID blocking function, disable the caller ID blocking function while facilitating a call from the first device to the second device.

Systems and methods for optimized call handling during e911 calls. Normally, when a user equipment (UE) is connected to a public safety answering point (PSAP)e.g., is on a 911 callall incoming calls are automatically routed to voicemail. In contrast, the systems and methods disclosed herein enable calls that were dialed within a predetermined time window of the 911 call to be sent through to call-waiting to enable the user to accept or reject the call. The system can use a guard timer to determine whether a call is within the predetermined time window. The system can include a single guard timer for all incoming callse.g., any call made from the UE within the previous X minutes prior to the 911 call. The system can also include individual guard timers for each call that expire separately relative to the call's proximity to the 911 call.