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 system and method for handling a call made to a contact center after a prior call from the same caller was disconnected. In exemplary embodiments, a caller who was connected to an agent during the previous call may be placed in a routing path for the same agent, a caller who had provided information to the system during the previous call may not be required to provide the information again, and a caller who was in a routing path waiting for an agent may be placed ahead of other callers who have spent less time in the routing path.

Message-based interactive voice response (IVR) menu reconnection is used to reconnect a calling device to a destination at a specific node of a call path after the calling device disconnects from a call with the destination. Menu options of an IVR service presented during a call between the calling device and the destination are determined responsive to the calling device disconnecting from the call. A message including one or more selectable elements each associated with one of the menu options is then transmitted to the calling device. Responsive to a selection of a selectable element at the calling device, the calling device is connected to a destination endpoint. Thus, where the calling device had partially or fully traversed an IVR service during the call, the message-based IVR menu reconnection disclosed herein enables the calling device to reconnect to the destination without having to repeat that IVR service traversal.

In various embodiments, a call is received at a call center system from a client device of a caller. Caller connection logic, automatically connects the client device of the caller to a conference line. Agent connection logic automatically connects a call agent to the conference line. Disconnection analysis logic determines that a party to the conference line was disconnected from the conference line, the party to the conference line being one of the client device of the caller and the call agent. Disconnection analysis logic detects an indication that the party was disconnected. Based on the detecting, the reconnection logic automatically initiating a reconnection of the party to the conference line.

The technology disclosed herein enables a call to be immediately reconnected to an agent of a contact center after the agent has been disconnected. In a particular embodiment, a method provides, determining that a first agent system, operated by a first agent of a plurality of agents for the contact center, has been disconnected from a call between the first agent system and a first caller system operated by a first caller. The first caller system remains connected to the contact center. If the first agent system was disconnected due to a recoverable error, the method provides reconnecting the call to the first agent system once the first agent system has recovered. If the first agent system was disconnected due to a non-recoverable error, the method provides prioritizing the reconnection of the call to another one of the plurality of agents.

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 computer-implemented technique can include joining, by a computing device having one or more processors, a conference session hosted by a server via a wireless computing network. In response to joining the conference session, the computing device can receive, from the server via the wireless computing network, a dial-in telephone number for reconnecting to the conference session. The computing device can detect a trigger condition indicative of a need to reconnect to the conference session via a cellular telephone network. In response to detecting the trigger condition, the computing device can initiate a telephone call to the dial-in telephone number via the cellular telephone network. In response to the server obtaining authentication of a caller identification of the computing device, the computing device can rejoin the conference session via the cellular telephone network.

A plurality of data packets is received from a wireless communication system. At least one of SIP signaling messages and S1-AP signaling messages associated with calls being made or attempted in the wireless communication system are analyzed for a specified time period to identify one or more dropped calls. At least one of SIP signaling error codes and S1-AP signaling cause codes associated with the identified dropped calls are analyzed to identify one or more call drop reasons. An ASI data set is generated based on the analysis of the at least one of the SIP signaling messages and the S1-AP signaling messages and based on the analysis of the at least one of the SIP signaling error codes and the S1-AP signaling cause codes.

A disconnection of a client device is disconnected during a multi-participant communication, such as a call or a conference. An indication of the disconnection is transmitted to the client device to cause an agent at the client device to record media locally at the client device. The media recorded by the agent at the client device based on the indication of the disconnection is later received and included within a recording of the communication. For example, a gap of the recording in which the disconnection occurred may be identified, such as by performing a comparison of media within the recording to identify a start time of the gap and an end time of the gap. The media is then inserted within a portion of the recording of the multi-participant communication corresponding to the gap.

A method for establishing a connection to a sequence-accessible call includes gathering connection data for establishing the connection to the sequence-accessible call including a phone number dialed to access the sequence-accessible call. The method may also include storing the connection data in a database, determining a presence of a proximity link, and transmitting the connection data to an information handling system.