Methods and system for automating conferencing in a communication session are provided herein. In some embodiments, a method for automating conferencing in a communication session includes establishing a communication session between a first end-user device and a second end-user device; receiving a first notification message from the first end-user device indicating that the communication session is at least one of visible or joinable by one or more devices associated with the first end-user device, wherein the one or more devices are associated with the first end-user device when the one or more devices are one of (i) pre-registered and stored with an association to the first end-user device, (ii) pre-authenticated to tether the one or more devices to the first end-user device, or (iii) pre-associated with a same user account profile; and sending a second notification message to the one or more devices associated with the first end-user device.

Example embodiments of this disclosure provide a method, an apparatus, a server, a storage medium, and a system for call processing. The method includes: monitoring, in real time, a call processing process of an artificial intelligence AI robot, to obtain an interaction text of the call, where the interaction text includes a recognition result of a user question and a reply to the user question; obtaining a service level value of the AI robot for the call based on the obtained interaction text; and when the service level value meets a first condition, performing an intervention operation on the call by using a target agent device.

A method of operating a user terminal in a telecommunications network. A telephony call is established between a first user, associated with the user terminal, and a remote user. Data communications is conducted between the user terminal and a communications server, such that the user terminal has a first connection to a communications session associated with a communications server. The telephony call is manipulated such that the telephony call forms a second connection to the communications session. Both the first connection and the second connection are maintained, for conducting communications between the first user and the remote user. The second connection may be terminated after assessment is made that the first connection is likely to provide better quality of service.

A method of processing call establishment requests, the method comprising the steps of: a) receiving call establishment definition data relating to a called party identifier; b) receiving a call establishment request from a calling party, the call establishment request comprising the called party identifier; c) determining that a user terminal associated with the called party identifier is engaged in a call with a remote party; d) determining that call establishment definition data is associated with the called party identifier; and e) in response to steps b) c) and d), processing the call establishment request to connect the calling party to the called party.

An apparatus and/or method discloses an automatic call-to-conference elevation (ACE) capable of facilitating a transition from a phone call to a video conference. An ACE process, in one embodiment, is able to activate an ACE application to elevate user devices from participating in an audio call to a video conference based on a conference selection selected by a meeting initiator, host, or attendee. After identifying the capabilities, attributes, and/or functionalities associated with the user devices in accordance with activation of ACE, a communication network coupling the user devices as meeting attendees is established for facilitating the video conference based on identified capabilities, attributes, and/or functionalities of the user devices. In one aspect, the process is capable of transitioning connections of the user devices from an audio call to a video conference.

A system and method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent.

A method of operating a call control node in a telecommunications network, the method comprising the steps of: establishing a telephony call between a first user and a second user; receiving a call control instruction, the call control instruction being for associating a to-be-established new call leg, between the call control node and a communications server, with the telephony call; establishing the new call leg between the call control node and the communications server; connecting the new call leg to the telephony call on the basis of the call control instruction, to make the communications server a party to the telephony call.

Multi-party call control method and device, and a multi-pass terminal are provided. The method includes: setting up calls with at least two terminals, respectively; and controlling uplink and downlink service data of at least one of the at least two terminals, or informing a network to control uplink and downlink service data of at least one of the at least two terminals, or informing at least one of the at least two terminals to control uplink and downlink service data of the at least one terminal. Compared with the existing techniques, in embodiments of the present disclosure, all the remote terminals in the multi-party call may be flexibly controlled according to different session demands and actions.

Embodiments are provided for the automatic real-time recording and processing of media in a communications network based on the context of the media. In one embodiment, a media stream is received in an analysis module in a service platform in the communications network. The media stream may represent a communication session between a calling party and a call center in the network. The incoming media steam is analyzed to identify words comprising a context of the communication session. A determination is then made as to whether the context of the communication session is related to a set of business rules associated with the service platform which may automatically trigger the retention of a recording of the communication session. If the context of the communication session is related to the set of business rules, the retention of the communication session is automatically triggered in real-time at a recording module.

Methods and system for automating conferencing in a communication session are provided herein. In some embodiments, a method for automating conferencing in a communication session includes establishing a communication session between a first end-user device and a second end-user device; receiving a first notification message from the first end-user device indicating that the communication session is at least one of visible or joinable by one or more devices associated with the first end-user device, wherein the one or more devices are associated with the first end-user device when the one or more devices are one of (i) pre-registered and stored with an association to the first end-user device, (ii) pre-authenticated to tether the one or more devices to the first end-user device, or (iii) pre-associated with a same user account profile; and sending a second notification message to the one or more devices associated with the first end-user device.