A method and an apparatus for dialing a phone number, where the method for dialing the phone number includes obtaining, by a communications terminal from a number record of a called party, root-level number information of the called party, number information of sub-levels 1 to j, and a relationship between the root-level number information and the number information of sub-levels 1 to j, calling the called party for the second time according to the root-level number information, and sending, according to a relationship between the root-level number information and sub-level i number information, the sub-level i number information corresponding to an i.sup.th input prompt of the called party after the second call succeeds, where i≧1 and i≦j. Therefore, information can be automatically entered to the called party according to an input prompt of the called party.

A method and an apparatus for dialing a phone number, where the method for dialing the phone number includes obtaining, by a communications terminal from a number record of a called party, root-level number information of the called party, number information of sub-levels 1 to j, and a relationship between the root-level number information and the number information of sub-levels 1 to j, calling the called party for the second time according to the root-level number information, and sending, according to a relationship between the root-level number information and sub-level i number information, the sub-level i number information corresponding to an i.sup.th input prompt of the called party after the second call succeeds, where i≧1 and i≦j. Therefore, information can be automatically entered to the called party according to an input prompt of the called party.

A method for text capture is provided. The method receives as inputs from a user via a mobile-text enabled device of the user, one or more telephone numbers of one or more mobile text-enabled devices of other users to engage in a message exchange there among and an additional non-user phone number dedicated only for message capture by a SMS API Provider which uses its Short Message Service (SMS) Application Programming Interface (API) for momentarily synchronizing with a SMS API gateway of a remote message capture device connected to the SMS API provider. The method momentarily captures, by the SMS API gateway of the remote message capture device using the momentary synchronization with the SMS API provider, message content and metadata for messages of the message exchange. The method stores, by the remote message capture device, the message content and the metadata in a searchable remote message repository.

A voicemail receptionist system includes a memory and a processor. The memory can store data relating to one or more users. An incoming communication can be handled by the voicemail receptionist system and provided with functionality based upon a user's preferences, for example. The data stored by the voicemail receptionist system can be updated at any time, or automatically updated upon updating of the data, or upon occurrence of a trigger event. Voicemail receptionist functionality can include standard voicemail system functionality as well as functionality relating to email, text messaging, MMS messaging, calendar features, schedule announcements, location data, as well as other features.

A transmission terminal transmits video data and display data of a screen shared with another transmission terminal to the other transmission terminal via a predetermined relay apparatus. The transmission terminal includes a storage unit that stores relay apparatus information of the relay apparatus to which the transmission terminal transmits the video data; a receive unit that receives the display data from an external input apparatus connected to the transmission terminal; and a transmitting unit that transmits the display data received by the receive unit to the relay apparatus indicated by the relay apparatus information stored in the storage unit.

A system and method for producing audio messages for use in a contact center. A customer may specify message content, and provide a voice specification, which may identify a preferred voice artist and other aspects of the audio message including the language, accent and tone of the message. The service may produce the recording and provide it to the customer.

Embodiments are provided for utilizing speech analytics for automatically managing messages in a communications network. A message from a calling party to an unavailable called party is recorded in a messaging management module. The messaging management module automatically identifies a category for assigning to the content of the message based on information associated with the unavailable called party or a calling party and associates a language model with the message content based on the category. An analysis module utilizes the language model to identify grammar making up the message content. The messaging management module automatically performs a messaging management function on the message content based on a set of rules. The messaging management function may include automatically determining a priority for the message (enabling the message to be retrieved out of order) or automatically triggering an action in response to the message which is directed to the unavailable called party.

Assigning an appropriate channel in an omni-channel contact center environment includes receiving, by a computer of the contact center, an incoming contact via a first communication channel, the incoming contact assignable to a plurality of available communication channels; queuing, by the computer, the incoming contact in a first queue associated with the first communication channel; determining, by the computer, a preferable communication channel from among the plurality of communication channels and the first communication channel; and when the preferable communication channel is one of the plurality of communication channels, determining whether to assign the incoming contact to the preferable communication channel.

A method for text capture with matter association is provided. The method includes, responsive to a user entering one or more telephone numbers of one or more mobile text-enabled devices of other users to engage in a message exchange therebetween, receiving an additional phone number for message capture that uses a Short Message Service (SMS) Application Programming Interface (API) synchronized with a remote message capture device. The method further includes receiving a matter number dynamically specified for the message exchange. The method also includes capturing, by the remote message capture device using the SMS API, message content and metadata for messages of the message exchange. The method additionally includes storing the message content and the metadata associated with the matter number in a searchable remote message repository.

A communication logging system facilitates communications between two or more users. A secured database stores communications from each user, and the system notifies the intended recipients of the communications. The system records times of creation of the communications, times of access to the communications, and who created and/or accessed the communications. The communications may not be altered or deleted once recorded, so there is a permanent source of reliable evidence as to the content of the communications and information associated therewith.