Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable dual-tone multi-frequency (DTMF) phone system. The DTMF phone system includes a DTMF adjustment module that interfaces with a base DTMF phone system and retrieves call parameter values from at least one properties file. The call parameter value is indicative of an audio file to be played by the DTMF phone system, or a DTMF call flow option file. The DTMF adjustment module provides the call parameter values to the base DTMF phone system. The base DTMF phone system includes a number of variables, and a DTMF call flow is generated by assigning at least one of the call parameter values to one or more of the variables within the base DTMF phone system.

One embodiment of the present invention provides a collect call method and system thereof, more particularly, in order to charge the called party with a uniform toll for collect call, which is determined by only the type and location of called party terminal. In one embodiment, the collect call method, system and a counsel service providing method use a free VoIP network for part of the voice call link and a charge PSTN network for the rest of the voice call link. In one embodiment, if the first link corresponding to the collect call request is established, the collect call switch calls the called party terminal to establish the second link, and billing on the second link is initiated.

Systems, methods, and computer-readable media for call classification and for training a model for call classification, an example method comprising: receiving DTMF information from a plurality of calls; determining, for each of the calls, a feature vector including statistics based on DTMF information such as DTMF residual signal comprising channel noise and additive noise; training a model for classification; comparing a new call feature vector to the model; predicting a device type and geographic location based on the comparison of the new call feature vector to the model; classifying the call as spoofed or genuine; and authenticating a call or altering an IVR call flow.

A method of mediating communications between a first computing device and a second computing device, by an intermediary computing device, comprising establishing a communications link to each of the first and second computing devices, receiving a first message from the first computing device, the content of the first message comprising information in a protected format, converting at least part of the information in the protected format to an unprotected format, and transmitting a second message to the second computing device, the content of the second message comprising at least part of the information in the unprotected format.

A first communication path for receiving a communication is established. The communication includes speech, which is processed. A speech pattern is identified as including a voice-command. A portion of the speech pattern is determined as including the voice-command. That portion of the speech pattern is separated from the speech pattern and compared with a second speech pattern. If the two speech patterns match or resemble each other, the portion of the speech pattern is accepted as the voice-command. An operation corresponding to the voice-command is determined and performed. The operation may perform an operation on a remote device, forward the voice-command to a remote device, or notify a user. The operation may create a second communication path that may allow a headset to join in a communication between another headset and a communication device, several headsets to communicate with each other, or a headset to communicate with several communication devices.

A first communication path for receiving a communication is established. The communication includes speech, which is processed. A speech pattern is identified as including a voice-command. A portion of the speech pattern is determined as including the voice-command. That portion of the speech pattern is separated from the speech pattern and compared with a second speech pattern. If the two speech patterns match or resemble each other, the portion of the speech pattern is accepted as the voice-command. An operation corresponding to the voice-command is determined and performed. The operation may perform an operation on a remote device, forward the voice-command to a remote device, or notify a user. The operation may create a second communication path that may allow a headset to join in a communication between another headset and a communication device, several headsets to communicate with each other, or a headset to communicate with several communication devices.

A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.

A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.

Techniques are described for performing multi-factor authentication of a user during a service session, based at least partly on a code conveyed using an audio file. A code is generated that corresponds to the user and/or their user device. A playback device that is registered to the user can be used to output a playback of an audio file that encodes the code. The playback of the audio file is conveyed through the service session by the user device and received by a backend server, which analyzes the playback of the audio file to extract the code. The user can be authenticated based at least partly on verifying the code that is extracted from the playback of the audio file, by comparing the extracted code to the code that was generated and sent to the playback device.

A system and method for chatbot and search engine integration comprising traversing a conversational flow of a chatbot, generating a data structure based on the conversational flow, embedding the data structure in a webpage, and directing a search engine to the webpage for the search engine to assign a webpage rank to the data structure. In some embodiments, this integration may allow search engine users to be redirected to a non-public website hosting the chatbot when that chatbot would not otherwise be identified by the search engine.