Certain aspects of the disclosure are directed to routing decisions implemented in response to VoIP telephone calls. According to a specific example, in response to the VoIP telephone calls, a first set of one or more documents are identified and executed to make routing decisions for the VoIP telephone calls. A second set of one or more documents are then identified based upon an association with the routing decisions. The second set of documents identify data to be retrieved from data sources. In response to the data, call control functionality is provided for the VoIP calls.

A system for tracking electronic communications of a subscriber includes a gateway configured to track a communication between a mobile device and a subscriber mobile device that has a subscriber software module associated with a subscriber business number. The gateway is configured to send the communication to an Enterprise Information Archiving system. The gateway also is configured to: (i) if the communication is sent from the subscriber software module intended for the mobile device, send the communication to the mobile device via at least one of an SMS, MMS, and voice communication capability of the mobile device; and (ii) if the communication is sent from the mobile device to the subscriber business number via at least one of an SMS, MMS, and voice communication capability of the mobile device, send the communication to the subscriber software module associated with the subscriber business number.

A system integrating a web browser and telephone is provided. A user enters, and the web browser receives, an input specifying a request to receive an audio output from the telephone. The web browser generates an audio stream which is communicated to the WebRTC gateway. The WebRTC gateway converts the audio stream from a first format into a second format. The WebRTC gateway communicates the converted audio stream to the SIP gateway, which forwards the audio stream to the telephone switch along with information identifying the telephone number to which the audio stream is directed. The telephone switch communicates the audio stream to the telephone where the audio stream is converted to be played using the speaker of the telephone.

A method and system for operating a multitenancy telephony system including receiving a plurality of call requests associated with an application server; selecting a subset of the received call requests using a load balancer; assigning each selected call request to one of a plurality of resources creating, on the assigned resource, a call session for each selected call request; and coordinating the created call sessions resulting from the selected subset of the received call requests associated with the application server.

A computerized method for managing availability states of a user to communicate over multiple communication platforms may include a processor of a computerized system communicating with at least two communication platforms. The processor may be configured to detect a change in an availability state of a user to communicate over a first communication platform from the at least two communication platforms, upon detecting the change, to map availability states of the user to other communication platforms in the at least two communication platforms using a set of mapping rules indicating whether the user is available to manage communications over the other communication platforms, to synchronize the mapped availability states of the user with the other communication platforms, and to rerouting incoming communications to any of the other communication platforms to another user if the user is unavailable to manage the incoming communications based on the synchronized availability states.

Disclosed are systems, apparatus, methods, and computer readable media for interfacing with a phone system in an on-demand service environment. In one embodiment, a client machine is in communication with a data provider and the phone system. The phone system is operated by a phone provider separate from the data provider. A message is received at the client machine from the phone system. The message includes information regarding a phone event in relation to a phone call. The phone event information is provided in a first part of a user interface in a web browser on the client machine. A second part of the user interface is capable of displaying information received at the client machine from the data provider. The first part of the user interface and the second part of the user interface are adapted to communicate with one another. For example, the first part of the user interface is adapted to send a message including the phone event information to the second part of the user interface.

A method of monitoring of monitor objects in a computer-integrated telecommunications environment can include, at an initial start-up phase: upon a first-time establishment of an association between a first computing device and a switching device using a communication link, sending a first message from the first computing device to the switching device to request an identification for all monitor objects that are to be monitored by the first computing device; and in response to the first message, sending a second message from the switching device to the first computing device. The second message can refer to a third message to follow. The third message can be sent from the switching device to the first computing device that refers back to the second message and includes a list of all monitor objects allocated to the first computing device.

A method and system for operating a multitenancy telephony system including a call queue that stores call requests received from a plurality of users; an expandable and contractible telephony resource cluster that establishes call sessions for call requests; a analysis system that calculates capacity requirements of the system; a resource allocator that manages the scaling and operation of the telephony resource cluster; and a plurality of telephony network channels that are used as telephony communication channels for call sessions.

Control means of an exchange comprising connection means for accommodating a telephone and the control means for controlling the accommodated telephone, receives a dial signal from the telephone without causing the telephone to respond to an incoming call when the telephone that is performing incoming call ringing is hooked off, causes the hooked-off telephone to respond to the incoming call when the received dial signal is a first dial signal, and causes the telephone as a call source to make a call without causing the hooked-off telephone to respond to the incoming call when the received dial signal is a second dial signal. Thereby, it is possible to make a call even during incoming call ringing.

The present invention relates to method of monitoring of monitor objects in a computer-integrated telecommunications environment. The method comprises, in an initial start-up phase: upon a first-time establishment of an association between a first computing device (9) and a switching device (1) using a communication link, sending a first message (A) from the first computing device (9) to the switching device (1) to request an identification for all monitor objects that are to be monitored by the first computing device (9); in response to the first message (A), sending a second message (B) from the switching device (1) to the first computing device (9), the second message (B) referring to a third message (C) to follow; allocating monitor objects which the first computing device (9) is to monitor; and sending the third message (C) from the switching device (1) to the first computing device (9), the third message (C) referring back to the second message (B), and as a single message including a list (deviceList) of all monitor objects allocated to the first computing device (9) for monitoring, wherein the list includes a parameter block for any allocated monitor object, said parameter block including information for enabling monitoring of the respective monitor object at the first computing device (9). The method may be adapted for additionally including one or more second computing devices (10) for monitoring. The invention also refers to an apparatus and a communication system adapted for implementing the method.