A computer-implemented system and method to manage the communication of a user are disclosed. In one embodiment, when a person tries to electronically convey a message to the user, the status of the user, the identity of the person, and the urgency of the message can be identified. The access priority of the person can be determined based on the person's identity. Then, the message can be managed using one or more rules and in view of the status of the user, the access priority of the person and the urgency of the message. In one embodiment, the message can be received by the user via a headset.

Disclosed herein is a method of generating a record of a call, the method, performed by a first device, comprising: performing a voice communications call with a second electronic device over a first communications channel; receiving and/or transmitting, during the voice communications call, call content data over a second communications channel; generating call details in dependence on the voice communications call; and generating a record of the call, wherein the record comprises the call details stored in association with the call content data. Advantageously, each generated call record provides an entry point to access data or to search information related to each call.

A method and apparatus for providing a text messaging service are disclosed. For example, the method receives a text message destined to a customer, and determines a preference of the customer for forwarding the text message, wherein the preference comprises a plurality of customer endpoint devices for receiving the text message. The method forwards the text message in accordance with a sender input, if the preference of the customer allows for processing of the text message in accordance with the sender input, and forwards the text message in accordance with the preference of the customer; if the preference of the customer does not allow sender input.

Systems and methods are disclosed for online data-linked telecommunications decisioning and distribution. One method includes receiving call data relating to a telephone call from a telephone device of a user to an interactive voice response (IVR) system; accessing a database storing correlated call data and user data; retrieving correlated call data and user data based on the telephone number of the call data; determining a confidence score defining a confidence that the received call data relates to the retrieved correlated call data and user data; correlating the received call data with retrieved call data and user data when the confidence score is greater than a threshold value; determining an IVR response to present to the user via the IVR system; and transmitting the determined IVR response to the IVR system for presentation to the telephone device of the user.

A Mobile Voice Self Service (MVSS) mobile system that includes an MVSS mobile device, on which a VoiceXML browser is implemented directly. The VoiceXML browser may request a VoiceXML application from a VoiceXML application server and process it. A client system may include the VoiceXML application server that the VoiceXML application is requested from. Upon request, the VoiceXML application may deliver the requested VoiceXML application to the VoiceXML application browser. A vendor media resource system may provide advanced Media Resource Control Protocol (MRCP) services, such as Automatic Speech Recognition (ASR) or Text-To-Speech (TTS), to the VoiceXML application that is being processed by the VoiceXML application browser. A call data manager may also be implemented on the MVSS mobile device and may provide call data that, in conjunction with data from the VoiceXML application server, may authorize access to advanced Media Resource Control Protocol (MRCP) services.

Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a preferred hold activity for a contact; presenting, by the at least one computer processor, the preferred hold activity to the contact; and assigning, by the at least one computer processor, the contact to an available agent based on the preferred hold activity.

A method, system or computer usable program product for utilizing caller identification (ID) for managing a mobile device including receiving a policy for invoking an executive function on the mobile device upon a first condition being met wherein the executive function is a function performed by a processor of the mobile device beyond call filtering; determining a caller ID associated with the executive function; providing a caller ID application to the mobile device which will perform the executive function upon the mobile device receiving a phone call with the caller ID that is associated with the executive function; and responsive to meeting the first condition of the policy, placing a phone call to the mobile device with a caller ID matching the caller ID associated with the executive function.

Systems and methods are described herein for a computer-based communication application that displays, along with an incoming call notification, content specific to the parties involved. The application identifies electronic records of events attended by the users, and retrieves content specific to those records. For example, the application may identify electronic mail or meeting notifications sent between the users and concerning a particular subject matter. Images related to that subject matter are then retrieved and displayed during calls between those users. Users are thus presented with customized and personalized content specific to the subject matter of each call, thus helping them better recognize callers and more readily engage with the call.

A management server includes a call detection unit that detects a call from a first communication terminal to a second communication terminal, an information acquisition unit that acquires, when the call detection unit detects the call, essential information associated with the first communication terminal, an inquiry unit that transmits inquiry information to the first communication terminal to inquire about an information transmission means to the second communication terminal, and a transmission unit that transmits the essential information to the second communication terminal using an information transmission means indicated by response information transmitted from the first communication terminal in response to the inquiry information.

A method, system or computer usable program product for utilizing caller identification (ID) for managing a mobile device including receiving a policy for invoking an executive function on the mobile device upon a first condition being met wherein the executive function is a function performed by a processor of the mobile device beyond call filtering; determining a caller ID associated with the executive function; providing a caller ID application to the mobile device which will perform the executive function upon the mobile device receiving a phone call with the caller ID that is associated with the executive function; and responsive to meeting the first condition of the policy, placing a phone call to the mobile device with a caller ID matching the caller ID associated with the executive function.