The technology disclosed herein enables an endpoint system to present a visual indicator that user communications have been suspended. In a particular embodiment, a method includes exchanging audio user communications for the communication between the first endpoint system and a second endpoint system. At the first endpoint system, the method includes determining that the second endpoint system caused a suspension of the audio user communications and providing a first visual indicator of the suspension.

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.

Systems and methods of on hold handling of calls are provided. A call may be received, from a caller, at a public safety access point. An Artificial Intelligence (AI) bot may monitor a context associated with the call. The call may be placed on hold. The AI bot may determine, based on the context associated with the call, that the call should be taken off hold.

The present invention relates to a method, for providing guidance during a call waiting state, comprising the steps of: a gesture recognition unit of a user device recognizing a call waiting gesture while a call request signal is being received; when the call waiting gesture is recognized, a call acceptance control unit of the user device executing a switch to a call acceptance state with respect to the call request signal received by the user device; a call waiting control unit of the user device switched to the call acceptance state stopping an operation of a speaker unit or a microphone unit of the user device and executing a switch to a call waiting state; and, if the gesture recognition unit recognizes a call switching gesture, activating the operation of the speaker unit or the microphone unit.

A method includes producing a user profile in response to user data; obtaining context for estimating the duration of a down-time; estimating the duration of the down-time; determining experience enhancement factors in response to the user profile and the estimated duration of the down-time; determining an activity selection model in response to the context, the user data, and the experience enhancement factors; generating personalized engaging activities by applying the activity selection model to a plurality of potential activities; partitioning the estimated duration of the down-time into segments; sequencing the personalized engaging activities to fit into the segments; and presenting the personalized engaging activities to the user via a computing device. A computer readable medium embodies instructions for the method and an apparatus including a processor is operative to facilitate the method.

A confused state determination device that includes: an audio receiver that receives input of call audio; a memory; and a processor that is connected to the memory and that is configured to detect a questioning utterance in a call-hold duration of the call audio, compute a frequency of the questioning utterance detected in the call-hold duration, and determine a user to be in a confused state in a case in which the computed questioning utterance frequency is a first threshold value or greater.

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.

Contact center interactive text stream wait treatments are disclosed. A user device initiates a communication interaction with an automated contact center device (ACCD). A text stream comprising a plurality of text components is from the ACCD during an agent wait period. The text components of the text stream are provided for presentation in a display area of a display during the agent wait period.

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 first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third 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.

Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a preferred hold activity for a contact; presenting, by the at least one computer processor, the preferred hold activity to the contact; and assigning, by the at least one computer processor, the contact to an available agent based on the preferred hold activity.