The present invention is a system and method of routing incoming communications to a CSR and providing guidance to the CSR based on the incoming communication using feedback information such as sentiment feedback, survey feedback, and feedback from actions taken by CSRs based on skill level. A CEC system receives an incoming communication, analyzes the communication and creates metadata based off of the analysis. The metadata is used by the RAE routing module to route the communication to an appropriate party. The metadata is also used by the GAE guidance module to determine the guidance to provide to the CSR. The CSR then performs an action based on the guidance. The CEC system continues to monitor the interaction until the interaction is completed. The communication metadata, the communication, the guidance, and the CSRs action are all provided to a RAS rules analysis module wherein the RAS analyzes the data and automatedly updates the rules (RAR and GAR) according to the analysis.

One example method of operation may include identifying call data associated with a received call, identifying call parameters from the call data, and the call parameters include one or more call routing parameters associated with call routing of the call and one or more call session parameters associated with a call session of the call, assigning weights to one or more of the call routing parameters and the call session parameters, determining a scam score for the call based on a sum of the weights applied to the call routing parameters and the call session parameters, and blocking the call when the scam score is greater than or equal to a predetermined threshold scam score.

Communications channels between systems can be managed such that unnecessary use of the channels is limited. A computer system can initiate a request to establish communications channels between a client device and the computer system. A notification is sent to the client device, which causes the client device to prompt the user to either accept the request or reschedule the requested establishing of the communications channel.

A method and systems for identifying communicators as wanted or unwanted based on communications from such communicators, the method comprising determining communications from phone numbers as being unwanted by analyzing communication content features of communications associated with unwanted communicators, identifying telecommunications carriers that acquired the phone numbers, computing scores for the telecommunications carriers based on an amount of the determined unwanted communications from the phone numbers are unwanted, intercepting an inbound communication from a given phone number, identifying the given phone number is associated with a given one of the telecommunications carriers, and configuring handling of communications from the phone number based on a score of the given telecommunications carrier.

Disclosed herein are systems and methods for providing mobile call authentication. For instance, a token indicative of a call request can be received from a calling party. The token can include a called party number and a time of the request. A subscriber database can be accessed to determine identifying information associated with the calling party based at least in part on the token. The token can be authenticated based at least in part on the identifying information and using one or more predefined authentication protocols. The token can be stored in a call session registry storing data indicative of a plurality of active telephone call events. A verification request for the call request can be received from the called party. The call request can be verified based at least in part on the token. The called party can be notified that the call request has been verified.

The present invention relates to device, system and method for determining a priority level and/or conversation duration of a call. An improved and adaptive device comprises a signal input (31) for obtaining an image data signal (21) of a user initiating a call, a physiological data extraction unit (32) for extracting physiological data (22) of the user from the obtained image data signal (21), a health condition determination unit (33) for determining the health condition (23) of the user based on the extracted physiological data, and a prioritization unit (34) for determining the priority level and/or conversation duration (24) of the call based on the determined health condition of the user.

A system and a method for processing a message on a processing platform, such as a Kafka processing platform, are provided. The method includes: acquiring a plurality of partitions from the messaging platform; designating a first partition from among the plurality of partitions as a sticky partition; generating a plurality of routing keys that are configured to route messages to the sticky partition; using a first routing key from among the plurality of routing keys to identify a first service subscription; subscribing to a second service using the first routing key; and receiving a message transmitted by the second service.

A device, system and method for routing botnet calls to a botnet call-answer queue. A device, such as a call answering point (CAP) and/or a public-safety answering point (PSAP) router device, receives a call and determines an audio signature of the call. The device compares the audio signature of the call with one or more botnet audio signatures stored at a memory. In response to the audio signature of the call matching at least one of the one or more botnet audio signatures, the device: identifies the call as a botnet call that has been placed by a botnet; and cause the call to be routed to a botnet call-answer queue.

In one embodiment, the techniques herein are directed to conveying a reason for a call from a user device. For instance, an illustrative method herein may comprise: determining, by a user device, a second device to participate in a call with a user of the user device and a reason for the call; transmitting, from the user device, a message to an intermediate service to inform the intermediate service about the second device, the user, and the reason for the call, wherein the intermediate service conveys the user and the reason for the call to the second device; and receiving, at the user device, the call initiated by the second device, wherein the second device is aware of the user and the reason for the call prior to initiating the call.

An incoming communication processing system and method is disclosed for providing communication and data services to residents of a controlled facility. Specifically, the incoming communication processing system allows outside parties to initiate communications to residents of a controlled facility. The incoming communication processing system may work in conjunction with or separately from an outgoing communication processing system. Many restrictions and safeguards may be implemented within the incoming communication system in order to prevent improper use.