A telephone call processing apparatus for a telephone system includes an exchange for receiving incoming telephone calls and switching said calls to selected respective agent workstations. The apparatus includes a routing function for connecting an incoming call from a caller to an agent workstation, and initiating a call from said apparatus to an external application platform, said call including data to enable a transaction call to be set up between said caller and said external application platform. A holding function maintains a call leg connection with said agent workstation whilst said call from said apparatus to said external application platform is initiated. A connection function connects a call from said external application platform to said agent workstation and establishing or maintaining a connection between said caller and said agent workstation for use whilst said transaction call is connected.

In an embodiment, rejecting or accepting a phone call is disclosed. In an embodiment, a device is disclosed. The device comprises a processor, a storage comprising a set of instructions, wherein the set of instructions, when executed by the processor, causes the device to in response to received call present at a user interface of the device a first option and a second option of the call. In response to a first selection between the first option and the second option, the device initiates a lag time of pre-determined length before performing the first selection; and in response to a second selection between the first option and the second option, performs the second selection.

Systems and techniques are described herein for providing alternate options to a voice caller to record a message rather than be placed on or remain on hold. For example, a process may include: receiving a voice call; determining that no appropriate agent device of a plurality of agent devices are currently available to service the voice call; determining that a trigger condition is met, wherein the trigger condition determines whether an option to record a message is offered; providing a record message option, wherein the recorded message option is provided when the trigger condition is met; receiving a recorded message in response to providing the record message option; analyzing the recorded message to determine an intent; and providing the recorded message to an agent based on the intent, wherein the agent performs a response action after assessing the recorded message.

In an embodiment, rejecting or accepting a phone call is disclosed. In an embodiment, a device is disclosed. The device comprises a processor, a storage comprising a set of instructions, wherein the set of instructions, when executed by the processor, causes the device to in response to received call present at a user interface of the device a first option and a second option of the call. In response to a first selection between the first option and the second option, the device initiates a lag time of pre-determined length before performing the first selection; and in response to a second selection between the first option and the second option, performs the second selection.

A telephone call processing apparatus for a telephone system includes an exchange for receiving incoming telephone calls and switching said calls to selected respective agent workstations. The apparatus includes a routing function for connecting an incoming call from a caller to an agent workstation, and initiating a call from said apparatus to an external application platform, said call including data to enable a transaction call to be set up between said caller and said external application platform. A holding function maintains a call leg connection with said agent workstation whilst said call from said apparatus to said external application platform is initiated. A connection function connects a call from said external application platform to said agent workstation and establishing or maintaining a connection between said caller and said agent workstation for use whilst said transaction call is connected.

Call setup and management for internet clients is simplified by splitting negotiation of media characteristics for the call into separate negotiations with an originating device and a destination device. Based on an initiation of a call from an originating device (e.g., an originating internet client) to a destination device (e.g., a destination internet client), a first media stream may be negotiated and opened between the originating device and an access node in communication with an internet protocol multimedia system (IMS) or other communications network. A second media stream may be negotiated and opened between the access node and the destination device through the IMS, and this negotiation may be masked from the originating device. The access node may connect the call by connecting the first media stream and the second media stream.

Systems, devices, and methods for more effectively and accurately determining when a participant in a call or similar form of communications session that has placed their channel into an on-hold state ends the on-hold state, and the call or communication session returns to an active mode. In some embodiments, an on-hold state may be indicated by the playing of music and/or a message on the channel placed into that state.

The present invention addresses the problem of providing a technique for assisting the realization of more efficient business activities, while taking account of objective indicators. In a server 1 which supports a user U having a telephone call with a call destination C, an acquiring unit 101 acquires information recorded during the call between the user U and the call destination C, as call information. An extracting unit 102 detects utterance segments VS1 to VSn in which speech is present, from the acquired call information, and extracts speech information VI1 to VIm from each utterance segment VS1 to VSn. An analyzing unit 103 performs analysis based on elements E1 to Ep, on the basis of the extracted speech information VI1 to VIm. A generating unit 104 generates business support information for supporting the call with the user U, on the basis of the results of the analysis. A presenting unit 105 presents the generated business support information to the user U. The abovementioned problem is thus resolved.

A system and method for determining a priority of a call in an on-hold queue is presented. Determining a priority of a call is based on information received by an enterprise from a call from a vehicle with an integrated communication device where the call is placed into an on-hold queue to be answered based on its priority. Data from the vehicle with the integrated communication device includes at least a type of call, an account information associated with the vehicle, a vehicle data, and a location of the vehicle. The enterprise determines the priority of the call in the on-hold queue based on the data received from the vehicle with the integrated communication device.