Embodiments receive an indication of initiation of communication from a controlled-environment facility resident, using a communications device, with another controlled-environment facility resident. A determination is made whether the residents are allowed to communicate and the communication is established between the communications device and another communications device in use by the other resident. The residents may be residents of different or the same controlled-environment facility(ies). The communication may be monitored and/or a database of residents that communicate with one another may be compiled. The communication between the controlled-environment facility residents may proceed, even despite a determination or predetermination that the residents are not allowed to communicate with one another, so the communication may be monitored. At least one of the residents may be charged for the communication, such as by charging a community communications account maintained to the benefit of at least one of the residents.

A multi-channel communication service uses an object-oriented approach to processing communications. The multi-channel communication service is capable of receiving, at a conversation object generator, inbound communications sent from a communication service and subsequently managing the status of participants engaged in a conversation via the various inbound communications. The management process is achieved by associating the inbound communications to corresponding client applications and executing an invitation process from the client applications to a conversation created by the conversation object generator.

A method for transferring control of an existing multi-participant conversation in which at least two communication terminals are connected to each other through a data connection to a conference control application can include the following steps: establishment of a virtual conference room that serves as an anchor point for the application and can be a virtual participant in the conference, switching of the conference room into the existing data connection and assignment of the master role to the conference room. A signal generated by the application can cause the switching of the conference room into the existing data connection and the assignment of the master role to the conference room.

A multi-channel communication services uses an object-oriented approach to processing communications. The multi-channel communication service is capable of recording conversations that a calling party has with one or more called parties in one continuous recording, even when multiple called parties are conferences into a call, and even when the calling party is transferred between multiple different called parties. In some embodiments, recording may include two or more tracks of recorded data. In that instance, the audio and/or video originating from the calling party is recorded in a first track, and the audio and/or video originating from all of the called parties is recorded in a second track.

Various embodiments are directed to techniques for enhanced call routing for groups. Some embodiments are particularly directed to a connection manager that can identify one or more secondary telephony endpoints to invite to join a call based on one or more routing policies. One or more embodiments described herein may include a connection manager that provides customizable extension capabilities to a wireless cellular phone. The systems, devices, and methods described herein may be embodied in and performed by communication devices, telecommunications servers, and other devices, and software instructions executed by some or all of such devices.

A speech analytics system monitors speech from a remote party and/or agent to determine when a whisper is to be provided to the agent. A whisper is aural information that may assist the agent at certain opportune times. The whisper may be verbal or non-verbal in nature. A whisper bridge is used that allows the whisper to be heard by the agent, but not by the remote party. In one embodiment, the speech analytics system may cause visual-based agent information to be provided to the computer used by the agent, and monitor the agent's speech to ascertain if an expected speech response to the whisper was provided by the agent. If not, the speech analytics system may cause the whisper to be provided to the agent, as a form of reminder.

A computer-implemented method for automating calls from a call center to a lead comprises determining, with at least one processor, a number of contact attempts based at least partially on at least one rule, determining, with at least one processor, a cadence of the number of contact attempts based at least partially on a predictive model, initiating a plurality of contact attempts based at least partially on the cadence, and ending the plurality of contact attempts in response to at least one of the following: the number of contact attempts has been met, a contact attempt is successful, the lead opted out, the lead scheduled a future contact attempt, or any combination thereof. A system and computer program product are also provided.

A communication server detects a first communication request from a first caller device to a second caller device. The communication server detects a second communication request from the second caller device to the first caller device. The first communication request and the second communication request both occur within a threshold time period. The communication server establishes, without additional input from the first caller device and the second caller device, an active session in response to the first communication request. The active session is established between the first caller device and the second caller device. The communication server dismisses the second communication request.

A call service providing method and an electronic device thereof are provided. The electronic device includes: at least one communication circuit supporting at least one communication protocol; a display; a microphone; a speaker; an input device which is configured with or separated from the display; a control circuit electrically coupled to the communication circuit, the display, the microphone, the speaker, and the input device; and a memory electrically coupled to the control circuit. The memory stores instructions executable by the control circuit to: receive a first call from a first external electronic device via the at least one communication circuit; during the first call, receive a request for a second call from a second external electronic device via the at least one communication circuit; receive the second call based on input via the input device; convert a first voice data from the second external electronic device to a first text data and display the first text data on the display; and convert a second text data inputted via the input device to a second voice data and transmit the second voice data to the second external electronic device. Various other embodiments are provided.

Conference call alerting is provided. A first device of a plurality of telecommunications devices initiates a telecommunications link between the first device and a second device of the plurality of telecommunications devices. The first device receives an interaction that includes a communications address of a third device of the plurality of telecommunications devices. The telecommunications link is modified to include the third device. In response to the third device joining the telecommunications link, the first device issues an alert to the second device and the third device, wherein the alert indicates that the third device has joined the telecommunications link.