Methods and apparatus to audibly provide messages an electronic device are described. An example method includes receiving a message at the electronic device, determining that the message includes a predetermined phrase, and in response to determining that the message includes the predetermined phrase, audibly presenting, at the electronic device, an alert that requests an audio input.

A method and system matching contact center agents and back office staff with a customer inquiry. Exemplary systems include an expert term extraction engine, a customer term extraction engine, and a matching engine to compare customer request terms to the expert terms from the customer term extraction engine. The comparison determines whether there is a match or potential match between the customer request terms and the stored expert terms. An exemplary system may also include a timer that communicates with one or more communication servers. Back office staff may assist contact center agents when one or more conditions are met, such as when a customer wait time exceeds a predetermined period or when there is no match or potential match between the customer request terms and the stored expert terms for contact center agents.

Multiple mobile device numbers (MDNs) may be associated with a single user device. For outgoing communications, the user may choose which of the accounts are to be used. For incoming communications, application layer processes may perform an arbitration function to ensure that that the communication state, associated with each MDN, is correctly updated both at the user device and in the telecommunications network.

Systems and methods for telephone call regulation include the use of a predictive model. An example method includes receiving, by a predictive model, a telephone number from a user application comprising instructions for execution on a user device and determining, by the predictive model, a spam factor for the received telephone number. The example method further includes determining, by the predictive model, a classification of the received telephone number based on the spam factor and transmitting, by the predictive model, the classification of the received telephone number to the user application. The example method further includes receiving, by the predictive model, a feedback from the user application, the feedback indicative of a corrective classification of the received telephone number and modifying, by the predictive model, the spam factor for the received telephone number based on the corrective classification.

A method and system for automatically detecting and blocking robocalls. A robocall application on a server network device detects whether incoming calls from a first network device requesting a connection to a second network device are live voice calls are robocalls including natural synthesized voice data or artificial synthesized voice data. The robocall application on a server network device also detects whether incoming or outgoing calls from a third-party network device used to connect the first network device to the second network device are live voice calls or are robocalls including natural synthesized voice data or artificial synthesized voice data. Robocalls are automatically detected and blocked.

A land-based or mobile phone and methods are provided for receiving inbound communications as either voice or text, and then based on the user's configuration settings, the inbound communication is provided to the user as it was received or is automatically converted into a format that is desired by the user. The phone also takes voice or text that is input by the user of the phone and converts the user's input to either voice or text based on the configuration settings stored in the user's contact list or otherwise. The outbound communication is configured according to how the intended recipient wants to receive a communication based on the configuration settings stored in the user's contact list or otherwise. The phone includes a controller that determines how the phone will handle and process inbound and outbound communications. The controller includes a speech recognition engine.

A computer-readable storage device storing instructions that, when executed by a processor, cause the processor to perform operations comprising receiving an indication of availability of status information and transferring a communication to a particular destination based on a reason for the communication corresponding to a query of the status information, where the communication is transferred to the particular destination in response to receiving the indication of availability of the status information.

The technologies described herein are generally directed to modeling radio wave propagation in a fifth generation (5G) network or other next generation networks. For example, a method described herein can include, facilitating, by a first device, receiving a first communication directed to a second device from a third device associated with a first telephone number. The method can further include determining, by the first device, that the first communication comprises a reference to a second telephone number different from the first telephone number, resulting in a number discrepancy. Further, based on the number discrepancy and an analysis of the first communication, the method can further include preventing, by the first device, communication of the first communication to the third device.

A method of augmenting a telecommunications call, the method comprising: detecting a telecommunications call event at a user telecommunications device; selecting an item of media content, the item of media content being associated with the calling party; augmenting the call with the item of media content; detecting a user interaction with the device in response to the item of media content; and transmitting information relating to the user interaction to the calling party.

A contact center system for performing call progress analysis including tone and speech classification according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the contact center system to determine a cumulative average of an entropy of an audio signal received by the contact center system, determine a cumulative average power spectral amplitude and a cumulative average spectral entropy of the audio signal, calculate a difference measure of the audio signal as a difference between the cumulative average of the entropy and the cumulative average spectral entropy, distinguish tones from speech of the audio signal based on the difference measure, and process one or more tones of the audio signal in response to identification of the one or more tones in the audio signal.