A communication system includes: a relay device including: a storage unit configured to store terminal specification information for specifying the third terminal associated with the second terminal, and a first communication control unit configured to connect the third terminal to the first network if an authentication control unit authenticates the terminal authentication information; one or more first terminals connected to a first network; a second terminal connectable to the first network and including a second communication control unit configured to transmit the relay-device specification information and the terminal authentication information to the third terminal through the second network if receiving the relay-device specification information and the terminal authentication information from the relay device; and a third terminal connectable to a second network and including a third communication control unit configured to transmit the terminal authentication information to the relay device through the second network.

Provided is a computer-implemented method for determining a status of a call during a phone call between a call agent and the call recipient over a two-party phone line. The method includes automatically adding a third-party phone line to the two-party phone line, the third-party phone line in communication with a call monitoring computer, monitoring, by the call monitoring computer over the second phone line, the phone call between the call recipient and the call agent, detecting, by the call monitoring computer, a predefined response from at least one of the call recipient and the call agent over the phone call, and automatically initiating a customer service action in response to detecting the predefined response. Further provided is a computer-implemented method for processing phone calls based on predetermined call duration thresholds.

Embodiments of the application provides a communication method and a communication system, relating to the field of terminal technologies. The method includes the following steps: A second device displays a first interface, where the first interface includes an icon of a first application. The second device displays a second interface in response to an operation of the user on the icon of the first application. The second device sends a dialing instruction to the first device in response to an operation of the user of inputting a target number and dialing on the second interface, where the dialing instruction carries a target number. The first device sends a call request to a fourth device in response to the dialing instruction. After the fourth device answers the call, the second device can establish a second call with the fourth device through the first device.

Various technologies described herein pertain to using detected physical gestures to cause calls to transfer between client devices. A physical gesture between a first client device and a second client device can be detected (e.g., utilizing the first client device, the second client device, a disparate client-side device, a server, etc.). The first client device participates in a call, while the second client device is not participating in the call at a time of the detection of the physical gesture. Responsive to detection of the physical gesture, participation of the second client device in the call can be initiated. Participation of the second client device in the call can be initiated by causing the call to transfer from the first client device to the second client device or causing the second client device to join the call while the first client device continues to participate in the call.

A telephone call processing apparatus for a telephone system includes an exchange for receiving incoming telephone calls and switching said calls to selected respective agent workstations. The apparatus includes a routing function for connecting an incoming call from a caller to an agent workstation, and initiating a call from said apparatus to an external application platform, said call including data to enable a transaction call to be set up between said caller and said external application platform. A holding function maintains a call leg connection with said agent workstation whilst said call from said apparatus to said external application platform is initiated. A connection function connects a call from said external application platform to said agent workstation and establishing or maintaining a connection between said caller and said agent workstation for use whilst said transaction call is connected.

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.

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.

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.

Various embodiments relate to a portable user device including: a wireless transceiver; wherein the portable user device is configured to send a request, via the wireless transceiver, to replace a first user communication device in a communication session between the first user communication device and a second user communication device in response to receiving an indication of the communication session; and via the wireless transceiver, establishing a communication connection with the second user communication device in response to receiving, via the wireless transceiver, an agreement to the request.

Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.