A communication system and method usable to facilitate communication between a hearing user and an assisted user. In particular, the system employs a wireless portable tablet or other portable electronic computing device linked to a captioning enabled phone as a remote interface for that phone, thereby providing an assisted user with more options, more freedom, and improved usability of the system.

Computer program products, methods, systems, apparatus, and computing entities are provided for call control. Upon receipt of a voice call initiated by a mobile device, one or more call control rules associated with the phone number through which the voice call was received is determined, and responsive to identifying the one or more call control rules, an alternative communication session is initiated with the mobile device by transmitting a message to the mobile device including a hyperlink to initiate the alternative communication session. The voice call is then suspended and then later terminated upon determining that a user of the mobile device selects the hyperlink to initiate the alternative communication session.

In some embodiments, the present disclosure provides for a computer system that includes a plurality of computing devices, a particular computing device includes: a first circuitry configured to conduct a first wireless communication session with another computing device in accordance with a first wireless communication protocol; a second circuitry configured to conduct a second wireless communication session with another computing device in accordance with a second wireless communication protocol; the particular computing device to: receive a location indication of a location of the another computing device, determine, based on the location indication, a unique communication session identifier and a particular wireless communication protocol from the first and second wireless communication protocols; instruct a particular circuitry to conduct a particular communication session with the another computing device by utilizing the unique communication session identifier; and where the particular circuitry is one of the first circuitry or the second circuitry.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.

The disclosure relates to a method, apparatus and system to provide automated audio video conferencing in a conference room. In an exemplary embodiment, the disclosure relates to a mobile device having one or more processors and circuitry. The circuitry may execute a first logic, a second logic and a third logic. The first logic may be configured to receive instructions to connect the mobile device to a wireless equipment in a conference room. The second logic may be configured to obtain conference room information. The third logic may be configured to transmit a request to pair with a wireless equipment in the conference room. The third logic may be further configured to: receive information in a first communication mode that a code challenge will be issued, receive a code challenge in the second communication mode and pair the mobile device with the wireless equipment.

A system comprising: (a) a compliance server adapted to receive an audio feed of a telephone conversation; (b) an identification module adapted to ascertain IP addresses from which said audio feed originates and identify participants in said telephone conversation using said IP addresses; and (c) an analysis module adapted to ascertain a subject of said telephone conversation.

In one embodiment, the techniques herein are directed to receiving a reason for a call at a user device. For instance, an illustrative method herein may comprise: receiving, at an application on a recipient device of a user, information about a call to be made from an initiating device, the information having an outbound phone number of the call, a name of an organization of the initiating device, and a reason for the call; and configuring, by the application, a caller identification process on the recipient device to display, in response to receiving a subsequent call from the outbound phone number, the name of the organization and the reason for the call; wherein, in response to the initiating device calling the recipient device using the outbound phone number, the caller identification process on the recipient device displays the name of the organization and the reason for the call.

In one embodiment, the techniques herein are directed to coordinating conveying a reason for a call from a user device. For instance, an illustrative method herein may comprise: receiving, at an intermediate service device, a message from a user device, the message informative of a second device to participate in a call with a user of the user device and a reason for the call; and conveying, from the intermediate service device, the user device, the user, and the reason for the call to the second device, wherein the second device initiates the call to the user device and is aware of the user and the reason for the call prior to initiating the call.

A method, computer system, and computer program product for processing a secure data phone request are provided. The embodiment may include receiving a plurality of user responses to one or more security questions. The embodiment may also include identifying, during a phone call, a request for sensitive information by a call participant. The embodiment may further include identifying a response within the plurality of received user responses that satisfies the identified request. The embodiment may also include transmitting the identified response to the call participant.

The systems and method of the present disclosure provide for automatic volume adjustment during a communication session. The method includes receiving an entered volume level, receiving at least one audio signal from a communication session, analyzing a volume level of the at least one audio signal, and comparing the entered volume level with the volume level of the at least one audio signal. The method also includes determining that the entered volume level does not match the volume level of the at least one audio signal and when the entered volume level does not match the volume level of the at least one audio signal, adjusting the volume level of the at least one audio signal to match the entered volume level.