Systems and methods are described herein for handling video calls placed on hold or otherwise parked by one or more parties within the video call. The systems and methods can determine a video call has been placed on hold (or otherwise set to be parked), and transfer the video call to a call park server (CPS). The systems and methods can then access a content server, retrieve one or more content items (e.g., video clips, interactive content or advertisements, and so on), and present the content items within the on hold video call.

A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.

Disclosed are systems, methods, and non-transitory computer-readable media for delivering content to a client device placed on hold. A communication system establishes a communication session between a client device placed on an initial hold and a content delivery service, during which the client device placed on the initial hold may place a subsequent hold, resulting in multiple concurrent holds. The communication system allocates a unique identifier to the subsequent hold and updates records associated with the initial and subsequent holds to include an indication that the client device that ends the hold should be placed on hold. The communication system terminates the communication session between the client device placed on the initial hold and the content delivery service and returns the unique identifier allocated to the subsequent hold to the client device that initiated the subsequent hold.

An electronic device having a user interface for accessing phone features. The user interface accounts for whether the electronic device is connected to a companion cellular phone. The user interface accounts for a headset is available for use to carry on a call. The user interface permits transition between using one or more of cellular phone, headset, and/or the electronic device to be used for carrying on incoming or outgoing calls.

Example status prompt multimedia playing methods and apparatus are described. One example method includes receiving a first multimedia request by a status prompt application server, where the first multimedia request includes a non-idle identifier and is sent by a TAS. The status prompt application server sends a first multimedia response including a status prompt multimedia session description protocol (SDP) to the TAS, and receives a first multimedia acknowledgement message that includes a calling-side multimedia SDP and that is sent by the TAS. In this way, the status prompt application server obtains the calling-side multimedia SDP, and implements negotiation and acknowledgement of multimedia capability sets between the status prompt application server and a calling terminal device. The status prompt application server can play corresponding status prompt multimedia for the calling terminal device based on different non-idle identifiers. This implements playing of personalized status prompt multimedia in a non-idle state scenario.

A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.

A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Agents in a contact center are often connected to communications (e.g., calls, real-time text chats) automatically and without human intervention. By analyzing the communication and/or a history associated with the customer on the communication, an auto-answer delay may be determined that is better able to provide the agent with sufficient time to prepare for the communication. The auto-answer delay may be determined as a variation from a default auto-answer delay.

Automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. When it is determined that the session is no longer in the on hold status, user interface output is rendered that is perceptible to a calling user that initiated the session, and that indicates that the on hold status of the session has ceased. In some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. In response, a response solicitation signal is injected into an outgoing portion of the audio. The audio stream can be further monitored for a response (if any) to the response solicitation signal. The response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.

Disclosed are systems, methods, and non-transitory computer-readable media for delivering content to a client device placed on hold. A communication system establishes a communication session between a client device placed on an initial hold and a content delivery service, during which the client device placed on the initial hold may place a subsequent hold, resulting in multiple concurrent holds. The communication system allocates a unique identifier to the subsequent hold and updates records associated with the initial and subsequent holds to include an indication that the client device that ends the hold should be placed on hold. The communication system terminates the communication session between the client device placed on the initial hold and the content delivery service and returns the unique identifier allocated to the subsequent hold to the client device that initiated the subsequent hold.