Embodiments described herein provide for the dynamic adjustment of traffic associated with audiovisual conferences or other types of communication sessions in situations where a network connection of one or more conference participants exhibits issues that may affect audio and/or video quality. The adjustment may include the determination at a particular conference participant (e.g., a particular User Equipment (“UE”)) of degraded network conditions, the generation of condensed conference information at the UE, and the outputting of the condensed conference information via the network. The condensed conference information may be included in control signaling. The condensed conference information may be used to generate reconstructed conference information, which may be distributed to other conference participants.

A device for communication includes one or more processors configured to receive, during an online meeting, a speech audio stream representing speech of a first user. The one or more processors are also configured to receive a text stream representing the speech of the first user. The one or more processors are further configured to selectively generate an output based on the text stream in response to an interruption in the speech audio stream.

A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.

The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.

The technology disclosed herein enables a call to be immediately reconnected to the same agent of a contact center after the agent has been disconnected while the caller remains connected to the contact center. A method provides determining that a first agent system, operated by a first agent of the contact center, has been disconnected from a communication session between the first agent system and a first caller system, operated by a first caller, due to a non-recoverable error. The first caller system remains connected to the contact center. The method further provides generating identification information that identifies the communication session and generating a link to join the communication session that includes the identification information. The method also provides transferring the link to a second agent system operated by the first agent. The second agent system is connected to the communication session when the second agent system follows the link.

Contact centers may receive a call that is unintentionally disconnected or has poor audio quality. If the customer needs to call again, re-entering the normal queuing process, which may have a significant delay, or re-starting an issue (e.g., providing background information, stating a problem, etc.) further adds to the frustration. Methods and systems are provided to enable a customer, who is disconnected or other wise unable to communicate effectively with an agent, to be re-queued at a higher priority, if they call the contact center again, such as within a period of time likely to be associated with the same event.

A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.

An enhanced abandoned call recovery (E-ACR) process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response (IVR) menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.

A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.

A device may determine that a failure occurred in an emergency call between a public-safety answering point (PSAP) and a first user device associated with an emergency caller, and may identify, based on determining the failure, one of a first option, a second option, or a third option for redirecting an emergency callback to a contact of the emergency caller. The device may cause, when the first option is identified, the emergency callback to be redirected to a second user device associated with the contact of the emergency caller, and may cause, when the first option is identified, a bearer path to be established between the PSAP and the second user device for the emergency callback.