Systems and methods are provided for attribute-based client callbacks. A client is prompted to leave a voice message. Attributes are extracted from the voice message and, based on the attributes, tokens created for the selection of an appropriate agent is connected to the client, such as having skills or attributes matching one or more tokens. A callback application server transmits prompts and receives requests for client callbacks. an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks to connect the selected agent with the client.

A system and method for hybrid callback management and failure recovery, utilizing a callback cloud and an on-premise callback system, allowing brands to utilize a hybrid system that protects against any premise outages or cloud service faults and failures by introducing redundancies and co-maintenance of data key to callback execution.

A system, method and computer-readable medium for enforcing user telecommunication privileges on a per-schedule basis are provided. Enterprise members may have a schedule associated therewith that defines scheduled locations of the users. Telecommunication service privileges may be coordinated with the users' schedules such that communication services are disabled at particular times based on the users' schedules. In other implementations, particular users may have telecommunication services disabled by an administrator in the event of a catastrophe or emergency. By this mechanism, users that are not proximate to a particular catastrophe or emergency area according to the users' schedule may have services disabled while other users that are located more proximate to the emergency may have their telecommunication services enabled. In this manner, the demand on a cellular network may be alleviated thereby increasing the likelihood that users directly impacted by the emergency may receive and place calls or access data services.

A system and method for secure storage and management of transitory data, comprising at least a profile manager, a callback manager, a context analysis engine, and a vault manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, which creates a password for accessing the data container, which temporarily stores the data container, which manages data container interactions between the system user and a second user, such as a business enterprise, and which establishes default preferences and creates a default container based upon context content data.

Communications channels between systems can be managed such that unnecessary use of the channels is limited. A computer system can initiate a request to establish communications channels between a client device and the computer system. A notification is sent to the client device, which causes the client device to prompt the user to either accept the request or reschedule the requested establishing of the communications channel.

A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer.

An adaptive cloud conversation platform capable of making automated decisions regarding when and how to establish on-going communications with consumers so as to maximize the relationship between the consumer and a given brand. The system has a connection management services layer which determines what communications should be established and how they should be established, an initiation management services layer which determines when communications should be established, and a user management services layer which stores information about consumers and brands for determination of when and how communications should be established. Certain of these services have machine learning algorithms incorporated into them trained to perform analyses of the particular type of operation handled by that service. The outputs of each service can be used as inputs to other services, such that a network of machine learnings algorithms is created which determines when and how to establish on-going communications with consumers.

Various example implementations are directed to circuits, apparatuses, and methods for providing data communications services such as voice-over-IP (VoIP). According to an example embodiment, an apparatus includes one or more VoIP servers configured and arranged to route VoIP calls to and from users of a plurality of customer accounts. Each customer account has a respective plurality of users and a respective settings file. For each of the customer accounts, a processing circuit communicatively coupled to the VoIP servers, records an audio portion of a VoIP call to or from a user of the customer account in response to the VoIP call satisfying a set of recording criteria specified in the settings file for the customer account. The recording criteria for at least one of the customer accounts includes account-level settings for selecting VoIP calls to be recorded and sets of user-level settings indicating criteria for preventing recording of VoIP calls of the individual users.

The present invention relates to a method for operating a device characterized in that it comprises the following steps of, performed by a processing unit of the device: determining (a) that a notification is to be outputted through a user interface of the device during an unavailability time period; postponing (b) outputting said notification until after the occurrence of an event indicative of the availability of a user of the device.

A system, method and computer-readable medium for enforcing user telecommunication privileges on a per-schedule basis are provided. Enterprise members may have a schedule associated therewith that defines scheduled locations of the users. Telecommunication service privileges may be coordinated with the users' schedules such that communication services are disabled at particular times based on the users' schedules. In other implementations, particular users may have telecommunication services disabled by an administrator in the event of a catastrophe or emergency. By this mechanism, users that are not proximate to a particular catastrophe or emergency area according to the users' schedule may have services disabled while other users that are located more proximate to the emergency may have their telecommunication services enabled. In this manner, the demand on a cellular network may be alleviated thereby increasing the likelihood that users directly impacted by the emergency may receive and place calls or access data services.