A communication session (e.g., voice or video) is established between a first party and a second party. The communication session is placed on hold or mute by the second party. While the first party is on hold or mute, an event associated with the second party is detected. For example, the second party calls a third party. In response to detecting the event associated with the second party, a progress update message is sent to first party on hold or mute. For example, the progress update message may be a voice message that states the second party (e.g., the contact center agent) is talking to a third party to resolve an issue of the first party. By sending the progress update message, the first party is apprised of the second party's progress in assisting the first party.

Caller name (CNAM) query results obtained from a traditional CNAM service are sent during call processing on a carrier network to the subscriber's mobile handset over a Short Message Service (SMS) channel on a mobile carrier network. A call page is received at a network carrier associated with a recipient of the received call page. A caller name (CNAM) query is performed, and the result of the performed CNAM query is sent to the recipient device before sending the call page to the recipient device. The CNAM query result is displayed on a display of the recipient device.

A method of communicating information describing a voice call from a caller device to a recipient device. Call subject information describing the call is obtained from the caller device and sent to the recipient device to inform the recipient about the subject of the call. The call subject information is can be presented as a subject line displayed to on the recipient device to inform the recipient about the nature of the call and/or its urgency, thereby enabling the recipient to better determined whether to answer the call. The call subject information can be input by the caller or extracted automatically from an application from which the call was initiated.

A method for providing messages to a user during a call includes receiving a call from a user. The method may further include retrieving, based on the call, a unique identifier of the user, and placing the user in a call queue in an order defined by when the call is received. While the user is in the call queue, user data matching the unique identifier of the user is retrieved, the user data is analyzed to identify, based on the prior interaction, a problem of the user with the software application. The method may further include generating, in response to identifying the problem of the user, user data messages, and initiating presentation of the user data messages to the user while the user is in the call queue.

A method and system that support re-establishing a dropped call or communication is disclosed. A terminal may publish its parameters to other terminals through in-band or out-of-band signaling. Token values may then be determined by a weighted sum of parameters, where the terminal having the largest weighted sum possesses the token. If the call or communication drops, the terminal possessing the token then initiates communication to the other terminals. In addition, a plurality of tokens may be used when there are more than two terminals in a call. The terminals may be partitioned into groups, where one of the terminals in each group possesses a token.

According to one or more aspects of the present disclosure operations related to performing captioning may include receiving, from a first user device, first audio data. The operations may further include directing the first audio data to a remotely located call-assistant device and receiving, from the call-assistant device, second audio data that is related to the first audio data and that is derived from speech of a call assistant. The operations may also include accessing, with a captioning software application, voice profile data of the call assistant and generating caption data that includes a transcription of the second audio data. The operations may also include generating, based on the transcription, screen data related to the captioning software application, in which the screen data includes the transcription. In addition, the operations may include directing the screen data to the call-assistant device and directing the caption data to the first user device.

Customer orders and other service related events require multiple operations to fulfill and process. One example may include receiving a request message from a user device, identifying the request message as being a particular message type, pre-processing the request message to identify message content, and forwarding the identified message content to an active user interface. The request may be identified as a service request and processed by multiple entities prior to fulfilling the request(s).

Systems or methods for managing transactions within a controlled environment facility provide an information management engine integrating transaction functionality for establishing an account associated with a resident of the controlled environment facility, and use the information management engine to conduct transactions associated with residents of the controlled environment facility. The transactions include at least distant deposits into the account by a party outside of the controlled environment facility. The systems or methods accept requests from the resident and facilitate the request for deposit. The systems or methods may place calls to the individuals outside the controlled environment facility or to interact with the individual. During such calls a deposit request may be made and the deposit accepted.

A method for providing messages to a user during a call includes receiving a call from a user. The method may further include retrieving, based on the call, a unique identifier of the user, and placing the user in a call queue in an order defined by when the call is received. While the user is in the call queue, user data matching the unique identifier of the user is retrieved, the user data is analyzed to identify, based on the prior interaction, a problem of the user with the software application. The method may further include generating, in response to identifying the problem of the user, user data messages, and initiating presentation of the user data messages to the user while the user is in the call queue.

Certain aspects of the present disclosure relates to a computer implemented method for executing application code to connect with a voice based networking website, the method includes connecting at least a user in a conference through the voice based networking website. The information provided by at least the user is appended in a conversation after the conference is over. The appended information is displayed in the voice based networking website as per a timestamp.