In one embodiment, an IMS network node is operable, responsive to receiving a SIP INVITE request from an enterprise user to initiate origination of an outgoing cellular call to a called party, for establishing a first call leg to the enterprise user by sending a SIP INVITE message back to the enterprise user. The IMS network node includes functionality for establishing a second call leg to the called party. The first and second call legs are patched to establish an end-to-end communications path between the enterprise user and the called party, wherein an enterprise address instead of a non-enterprise address of the enterprise user is presented to the called party as a calling line identity with respect to the outgoing cellular call from the enterprise user.

The present disclosure provides systems and methods for communicating with a hotel, for example, by establishing calls from a mobile communication device as an extension of a PBX of the hotel. The mobile communication device can receive, by a network interface, guest registration data for a guest of the hotel, including the room assignment and one or more guest service extensions on the PBX. The mobile communication device can store the guest registration data in electronic memory to configure the one or more guest service keys with the one or more guest service extensions. The mobile communication device can based on a selection of a key of one or more guest service keys, communicate directly with the PBX, by the network interface, to place and receive calls as an extension of the PBX associated with the hotel room assignment.

Disclosed is a system for telephones by providing an improved and streamlined user experience and enhanced fail over mechanisms. A decentralized system managed through a web site which allows for continued operation even when the primary systems fail includes a mechanism for restoring the primary systems automatically when they become available again. Phones connect to two PBX systems at the same time, one local and one at a remote location. The two PBX systems synchronize configuration data and media files between them. The website can also be used to manage any number of systems allowing any size organization to manage every phone system in their organization from a single interface.

A method for shifting an original call established between a first user device (1) and at least a correspondent device (2) through a first application server (3) in order to route it through a second application server (4), the method comprisinginstructing the first application server (1) to forward the original call through the second application server (4) to the first user device (1) upon receiving the application server shift instruction, the first application server being instructed to establish a three-way conference communication between the first user device (1), the correspondent device (2) and the second application server (4) in order to forward the original call from the first application server (3) to the second application server (4); determining that an incoming call routed from the second application server (4) to the first user device (1) has an identification information matches identification information of the original call; causing the first user device (1) to pick-up the incoming call routed from the second application server (4) to the first user device (1) and instructing to release the call branch between the first application server (3) and the first user device (1) upon determining that the identification information matches.

A mobile device can be assigned to an extension configured as a Queue Agent (QA) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA's availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA's availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

The present disclosure is directed to a method and system for routing communications. A plurality of communication devices are coupled to a communications network. Each communication device has a device identifier. A user-programmable database associates each of a plurality of user identifiers with a device identifier. A call-routing switch arrangement is coupled to the communication network through a portal communication device having a portal identifier. A user designates a destination user identifier when making a communication. The call-routing switches the call, directing the call to a destination device identifier responsive to the user-programmable database association between the destination user identifier and a device identifier. According to certain aspects, communications are directed to users and are routed to associated equipment, a user identifier serving as a virtual extension number. Users remotely program the database to direct their calls to communication devices at various geographic, voice mail and e-mail destinations.

Systems and methods are disclosed for originating a call to a wireless number by a contact center while enforcing various compliance requirements. In one embodiment, a compliance server and a PBX cooperate to originate the call to the wireless number. The agent logs into the compliance server and the compliance server provides the agent with a wireless number to dial. The agent manually enters the wireless number using a phone connected to the PBX. The PBX queries the compliance server regarding establishing the wireless call. Upon authorization, the PBX establishes a first call leg to the compliance server, and a second call leg to the called party that is joined with the call leg to the agent's phone. Upon completion of the call, the agent dispositions the call to the compliance server, which then releases the first call leg. In response, the PBX then releases the second call leg.

The present disclosure provides systems and methods for communicating with a hotel, for example, by establishing calls from a mobile communication device as an extension of a PBX of the hotel. The mobile communication device can receive, by a network interface, guest registration data for a guest of the hotel, including the room assignment and one or more guest service extensions on the PBX. The mobile communication device can store the guest registration data in electronic memory to configure the one or more guest service keys with the one or more guest service extensions. The mobile communication device can based on a selection of a key of one or more guest service keys, communicate directly with the PBX, by the network interface, to place and receive calls as an extension of the PBX associated with the hotel room assignment.

A mobile device can be assigned to an extension configured as a Queue Agent (QA) in a call-queuing enabled virtual private branch exchange (vPBX). This and other mobile or fixed devices can be interconnected to form a virtual call center. Each extension can be assigned various rules, which specify how the incoming calls are answered at the extension and how calls in the call queue are selected for answering by the QA. As part of the rules, the vPBX system forwards calls from a call queue to the QA based on QA's availability status. If a location-aware mobile device is associated with the QA, the vPBX system can determine the QA's availability status based on a geographic location of the mobile device. A most geographically proximate agent can be selected for answering the call.