In the case of a method or an arrangement for the automatic start up of a first communication terminal (EG A, EG B) configured for voice communication on at least one second communication terminal (CL A, CL B) configured for text communication, the voice communication between communication terminals is conveyed via at least one voice communication server (SCS) and the text communication between communication terminals is conveyed via at least one text communication server (TCS). The at least one voice communication server (SCS) and the at least one text communication server (TICS) exchange information via at least one conversion device (GW). The start up of at least one first communication terminal (CL A, CL B) is effected via the at least one text communication server (TCS), the at least one conversion device (GW) and the at least one voice communication server (SCS) to at least one second voice communication terminal (EG A, EG B).

A computerized method of terminating audio telephone calls that provides the other party with more information as to why the telephone call was terminated. This method, which is particularly useful for computerized smartphones equipped with voice and data channel communications methods, automatically provides the user with a variety of different informative text messages that can be selected by the user and sent to the other party at the time that a voice call is terminated.

An information processing method performed by a server includes receiving a request to initiate communication over an instant messaging system based on a connected voice call of a terminal, the request including a telephone number of the terminal, determining whether a particular user identifier of a user of the terminal is stored in a memory of the server based on the telephone number, the memory of the server storing one or more user identifiers in association with one or more telephone numbers, the one or more user identifiers being associated with the instant messaging system, and sending a message to the terminal based on the particular user identifier in response to determining the particular user identifier is stored in the memory.

There is provided a messaging automatic response service (ARS) server for transceiving an ARS text message with a mobile device. The messaging ARS server includes: a receiver configured to receive an ARS request text message sent by the mobile device from a message service center server; an ARS text message generator configured to analyze the received ARS request text message and generate an ARS response text message including at least one automatic response menu text; a transmitter configured to transmit the generated ARS response text message to the message service center server; a state information generator configured to generate state information corresponding to one or more of the received ARS request text message and the generated ARS response text message; and a state information transmitter configured to transmit the generated state information to a first apparatus of a voice ARS system.

Systems, methods, and non-transitory computer-readable media can establish a voice communication with a computing device over one or more networks, wherein the voice communication was initiated by a user operating the computing device, and wherein the computing system is associated with an entity; determine a user selection of an option to interact with one or more representatives of the entity over a messaging session, the option being provided by the computing system during the voice communication; and establish the messaging session between the user operating the computing device and at least one representative of the entity.

Methods and systems are described wherein an initiating device sends a communication requesting a voice call session with a recipient device. In response, the initiating device receives a communication indicating that the initiating device can provide a text message instead of establishing the voice call session. In some cases, the communication may refuse the request voice call session, while in other cases the communication may simply indicate that the recipient device supports text messaging as an alternative to voice mail. As a result of the received communication, the initiating device outputs a text input prompt. After receiving text input in response to the prompt, the initiating device sends a text message containing the received text input.

A method and system for authenticating customers on call are disclosed. The method includes providing a notification to a customer on an electronic device associated with the customer. The notification is provided in response to the customer placing a call for seeking an interaction with an agent of an enterprise. The notification is configured to trigger authentication of the customer using an application on the electronic device. A status of the authentication of the customer is received from the application on the electronic device and, if the status of the authentication of the customer is a success, the call is connected to the agent to facilitate the interaction between the customer and the agent.

Many users have presence information on more than one system. Maintaining such systems may be burdensome and error prone. By automatically parsing an out-of-office message on a first system (e.g., email) for configuring a second system (e.g., telephony) duplicative work may be avoided as one system configures the other system. Accordingly, an out-of-office text message may be automatically parsed to determine attributes (e.g., start/end of absence) and who to contact for certain issues. The email system may then automatically configure a telephony system to provide voice prompts extracted from the email system and the opportunity for a caller to be routed to delegates telephone numbers based on the delegates identified in the email out-of-office message.

Methods and systems of providing caller information are provided. Exemplary systems and methods provide location information for audio files including the caller information. The location information can be used to retrieve the audio information, which can be played on a call recipient's device, and/or a translation of the audio information, which can be displayed on the call recipient's device.

A redirection and messaging system receives telephony information identifying a caller and call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and call context and any messages sent between the caller and the selected message operator, with an input interface allowing the selected message operator to input and send messages to the caller.