A device communicates with a user device via a communication session, determines user information relating to the user device or a user of the user device, and determines that the user device is placed on a hold status. The device determines, using a machine learning model, a type of media item to be presented to the user device, where the machine learning model has been trained to identify types of media items to present to user devices when the user devices are placed in the hold status, and selects a media item corresponding to the type of media item. The device presents the media item to the user device via the communication session, determines that the user device is no longer placed on the hold status, and causes the media item to cease being presented.

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.

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 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.

A system and method for dynamically updating a service level agreement during a communication with a contact center are disclosed. The system and method are configured to display an initial time associated with a predetermine SLA path and then update the displayed time based on a communication between an agent and a customer.

An embodiment provides a method, including: detecting, at a device, a primary speaker is providing audio input; detecting, at the device, a voice data link providing audio of the primary speaker to another speaker is muted; and providing a notification to the primary speaker that the voice data link is muted. Other aspects are described and claimed.

The technology disclosed herein enables management of a call on-hold based on a user's activity on their endpoint during the hold period. In a particular embodiment, a method includes determining that a call has been placed on hold by a system other than a first endpoint on the call. The first endpoint is operated by a user. The method further includes receiving on-hold information from the first endpoint. The on-hold information indicates an activity of the user on the first endpoint while waiting on hold. The method also includes managing the call while on-hold based on the activity.

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.