Various embodiments of the invention provide methods, systems, and computer program products for routing a communication in a contact center. Specifically, a treatment is selected for a communication from a plurality of treatments. Here, each treatment includes a plurality of agents to handle communications placed in the treatment and a set of queues in which each queue includes a value range. A determination is made as to whether the communication is using a chaining or non-chaining channel. If the communication is using a chaining channel, then a target agent designated to handle communications placed in the treatment using the chaining channel and corresponding queue are identified based on a value of the communication. If the communication is using a non-chaining channel, then a queue is selected from the set of queues for the treatment based on the value of the communication falling within the value range for the queue.

A system, method and computer-readable medium for simulating intelligent network triggers in a network system are provided. A mobile terminal is configured with an intelligent network Simulator adapted to detect call events and originate simulated intelligent network triggers in response to the call events. Call progressions implemented according to the simulated intelligent network triggers may be managed or coordinated by at least one of a carrier-gateway server and an Enterprise-gateway server. Call progressions implemented by simulated intelligent network triggers may be specified according to Enterprise member policies or general Enterprise behaviors. Advantageously, if a carrier network does not support a trigger infrastructure that has capabilities of originating triggers and terminating triggers, or if a roaming agreement is not in place that allows transfer of triggers between carriers, the use of an intelligent network Simulator provides an alternative mechanism for providing IN service functionality without network support for intelligent network triggers.

Systems and methods for using machine-learning techniques for labeling incoming calls with categories relating to a risk level. A model is generated using call log data. The call log data is augmented using information from additional data sources to generate features for the model. The model may then be used to categorize additional incoming calls. The model may be used in real-time to categorize incoming calls, or categorization results may be stored for a plurality of calling numbers. Various embodiments provide various technical advantages by virtue of how the components of the system are deployed between an endpoint communication device, a telephony provider system, and possibly other systems.

Certain aspects of the disclosure are directed to control of data communications services. According to a specific example, an apparatus is provided including one or more computer processor circuits configured and arranged to interface with remotely-situated client entities using a first programming language associated with a message exchange protocol between a data communications server and data sources, and to provide a database of communications services to the client entities. The apparatus further includes communications control circuitry configured and arranged to control communications routing for each respective client entity, by identifying, client-specific sets of control data derived from programming instructions received over the message exchange protocol and corresponding to a second programming language that is compatible with the first programming language, and providing the communications services to end-users of the client entity based on the client-specific sets of control data including particular routing functions for emergency notifications.

A method and system for providing a second line service (SLS) feature to a subscriber using a telecommunications device (TD) which includes receiving at a switch on the network of the subscriber's primary service provider a communication made up of a trigger and a directory number. When the communication is received at the primary service provider's switch, the switch parses the communication and detects the trigger. Once the switch has received the communication, the switch additionally transmits a query message to a SLS platform that manages the SLS feature. As a result of the switch's query message transmission, the switch receives a reply to the query message from the SLS platform. Based at least in part on the reply to the query message, the switch can route the communication such that the switch connects one or multiple voice channel circuit between the subscriber's TD and the terminating TD.

A data storage system can have adaptive data path routing that consists of a network controller connected to a plurality of data storage units that each have a local controller and memory. A front-end module of the network controller may direct a first data set from a first data storage unit of the plurality of data storage units via a primary data. A back-end routing module of the network controller can adapt to an amount of data accesses by transferring a second data set from a second data storage unit of the plurality of data storage units via a back-end data path.

The present disclosure is directed to consolidation of STP pairs without deploying new STP pairs and without making changes at a Service Switching Point to reflect the consolidation. In one aspect, a method includes identifying a first pair of signal transfer point devices to be decommissioned from a telecommunication network; identifying a second pair of signal transfer point devices to assume, in part, functionalities of the first pair of signal transfer point devices, each signal transfer point device of the first pair and the second pair having at least one primary point code and at least one secondary point code assigning a temporary secondary point code to each signal transfer point device of the first pair; and modifying at least one secondary point code of each signal transfer point device of the second pair with a primary point code of at least one signal transfer point device of the first pair.

A method for load sharing class 1 SCCP messages includes receiving a class 1 SCCP message requiring global title translation (GTT). The method includes performing GTT for the message to select a load sharing group for the message. The method further includes generating a message signal unit (MSU) load sharing key using parameters from a combination of message transfer part (MTP) layer parameters and signaling connection control part (SCCP) layer parameters. The method further includes using the MSU load sharing key to select a destination address from the load sharing group for the message. The method further includes inserting the destination address into the message. The method further includes routing the message to a destination corresponding to the destination address.

Implementations described and claimed herein provide systems and methods for identification of connection areas in a telecommunications network. In one implementation, a customer set is obtained for a communications node in the telecommunications network. The customer set includes an existing connection type and a collection of network sites including the connection type is generated from the customer set. An overlay of customer sites without the connection type may be applied to the collection of network sites to generate an intersection of non-connected customer sites within the collection of network sites including the connection type. The intersection provides an indication of underserviced sites connection to the telecommunication network for potential network growth.

A method, system, and computer readable medium comprising instructions for providing Internet protocol enabled information delivery are provided. Information from a calling party is received at an Internet protocol enabled device. A lookup of information relating to the calling party is performed in a database via an Internet protocol connection. A message is received from the database comprising information relating to the calling party.