A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

Calls that can be secure (e.g., are conducted with end-to-end encryption) may originate with some or all of the call being unsecured. Then, upon a triggering event such as a user deciding that sensitive information will be discussed or a sniffer determining that the call is being monitored by a spoofed endpoint, triggers a transition of the call from an unsecure connection to a secure connection without terminating and reestablishing the call. Accordingly, an unsecure call, such as one utilizing Transmission Control Protocol (TCP) signaling and Real-Time Transport Protocol (RTP) and transitioned to Transport Layer Security (TLS) and Secure RTP (SRTP) to allow a previously unsecured call to become secured with end-to-end encryption.

A portable electronic communication device includes a user input receiver, one or more user outputs, and a processor programmed to receive user input from the user input receiver and to determine based on the user input whether the user desires the device to enter a private mode. The device alters communications from the device via the one or more user outputs while in the private mode, and enters the private mode if the user input indicates that the user desires the device to enter the private mode. While in the private mode, the device may alter the manner in which it communicates to the user.

A computer-implemented system and method for determining a status of a call connection is provided. Metadata associated with a party to a call is obtained upon commencement of the call. An identification of the party and whether a security certificate is present is determined from the metadata. A status of unsecure is assigned to a connection of the call when the security certificate is not present. The call connection status is provided to another party to the call via a mobile device and a selection is received from the other party via the mobile device, in response to the call connection status provided.

A system and method for recording media for a contact center includes establishing via a processor in a first geographic location, a communication session between first and second communication devices. The processor determines that media exchanged during the media session is to be recorded. The processor identifies a second geographic location associated with a resource involved in the media session, and identifies a media controller associated with the second geographic location. The media controller bridges the media path between the first and second communication devices, and the media exchanged during the media session is recorded.

A system and method for network recording and speech analytics wherein a recording system receives media exchanged between first and second communication devices during a telephony call. The media is received by the recording system over a wide area network. The recording system bridges a media path between the first and second communication devices, and replicates media exchanged in the media path for storing the replicated media in a mass storage device. The recording system further captures metadata associated with the call, and stores the captured metadata in association with the stored media. The stored media and metadata may then be provided to a requesting device over the wide area network. The recording system may also be configured to analyze the call recording along with the associated metadata for detecting key words or phrases and/or triggering actionable events.

A computer-implemented system and method for determining a status of a call connection is provided. Metadata associated with a party to a call is obtained upon commencement of the call. An identification of the party and whether a security certificate is present is determined from the metadata. A status of unsecure is assigned to a connection of the call when the security certificate is not present. The call connection status is provided to another party to the call via a mobile device and a selection is received from the other party via the mobile device, in response to the call connection status provided.

A network device in a service provider network receives an incoming call, from a caller, to a telephone number associated with a customer. The network device applies to the call an interactive voice response (IVR) script corresponding to the customer and determines that the caller wants to speak to an agent. The network device establishes a secure duplex communication channel between the network device and an automatic call distributor (ACD) for the customer. The secure duplex communication channel is dedicated for use in managing the incoming call. The network device informs the ACD, via the secure duplex communication channel, that an agent is needed for the incoming call and receives, via the secure duplex communication channel, instructions from the ACD to manage the incoming call.

A processing method for communication information of a terminal, a processing device for communication information of a terminal, and a terminal are provided. The terminal includes a first system and a second system. The processing method for communication information includes: acquiring information of an initiator of communication information when the communication information is received; and processing the communication information in the first system or the second system according to attribute information of the information of the initiator.

A communication system includes a means for dialling a complex call number that is a concatenation of a service code that identifies a specific service and a called number selected by a calling party. The system further includes processing means for carrying out at least one service identified by the service code over at least a part of a communication path between a calling party and a called party, and means for decoding the service code inserted in the complex call number during the ongoing call and to apply the selected service using the processing means. The service code is indicated or invoked by entering the number of the called party between at least two * characters and/or at least two # characters.