When an SIP server receives a call signal addressed to a callee side terminal, the SIP server transmits a warning signal to the callee side terminal before transmitting the call signal to the callee side terminal when an international call identifier indicating that the call signal passes through a foreign country is set in the call signal. In addition, when the SIP server receives the call signal addressed to the callee side terminal, the SIP server includes a warning that the caller number is disguised in a warning signal when an international call identifier indicating that the call signal passes through a foreign country is set in the call signal and the caller number of the call signal is a number from a country in which the callee side terminal is located.

An enhanced routing system determines a service provider best suited to fulfill a user's request to interact and establishes a communication session between the user's client device and a device of the service provider. The enhanced routing system may use user characteristics and behavior to select the service provider. For example, the enhanced routing system receives a request to connect to a customer service system from a user who has recently started a new job and has been accessing a banking application on his mobile phone. The enhanced routing system may determine that a payroll service provider is best suited to fulfill the user's request. For example, the enhanced routing system uses a machine learning model that has been trained on previously fulfilled requests. In this way, the enhanced routing system improves upon systems that continuously prompt the user for information by selecting a service provider without overburdening the user.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a spoofed telephone call identifier are disclosed. In one aspect, a method includes the actions of receiving, by a first computing device, data indicating a placement of a telephone call from a second computing device to a third computing device, wherein the data includes a phone number of the second computing device. The actions further include determining characteristics of the phone number of the second computing device. The actions further include, based on the characteristics of the phone number of the second computing device, determining a likelihood that the phone number of the second computing device is spoofed. The actions further include, based on the likelihood that the phone number of the second computing device is spoofed, determining whether to transmit a notification of the telephone call to the third computing device.

The present invention relates to communications methods and apparatus for determining whether a received call originated from an artificial intelligence system and the call handling procedures to be used on the received call based on whether or not the call was determined to have been originated from an artificial intelligence system. An exemplary method embodiment includes the steps of: receiving a first call; determining whether said first call originated from an artificial intelligence system; and when said first call is determined to have originated from an artificial intelligence system performing one or more artificial intelligence call handling operations.

Described are a method, system, and computer program product for accessing data about a caller from multiple data sources in real time. The method includes communicatively connecting with call handling equipment and receiving caller data including a unique caller identifier. The method also includes communicating a request for initial information to a location information database and/or an additional data repository. The method further includes reconfiguring the initial information from an inbound format to a different outbound format such that the initial information is readable by the call handling equipment, a computer aided dispatch system, and/or a public safety information management system. The method further includes communicating a request for and receiving additional information from a cloud-based repository. The method further includes communicating the additional information to the call handling equipment, the computer aided dispatch system, and/or the public safety information management system for display to a user.

Described are a method, system, and computer program product for accessing data about a caller from multiple data sources in real time. The method includes communicatively connecting with call handling equipment and receiving caller data including a unique caller identifier. The method also includes communicating a request for initial information to a location information database and/or an additional data repository. The method further includes reconfiguring the initial information from an inbound format to a different outbound format such that the initial information is readable by the call handling equipment, a computer aided dispatch system, and/or a public safety information management system. The method further includes communicating a request for and receiving additional information from a cloud-based repository. The method further includes communicating the additional information to the call handling equipment, the computer aided dispatch system, and/or the public safety information management system for display to a user.

The disclosed technology provides a system and method for correlating events from a single application run in a cloud communications network using session identifiers uniquely identifying a communication session, and event identifiers uniquely identifying events in network elements of the cloud communication network. A data manager of the cloud communications network maps common fields and event-specific fields of network element event records to common fields and generic fields of a data warehouse based on the event type of the event to be recorded.

Systems and methods for authenticating a user using a voice activated device. The method includes receiving first data representing a user identifier corresponding to a user and second data representing a device identifier corresponding to the voice activated device. The method further includes determining user metadata corresponding to the user identifier and a device audio type corresponding to the device identifier. The method also includes calculating a risk score based on the user metadata. The method further includes calculating a length of spoken voice utterance based on the calculated risk score. The method also includes receiving and processing third data representing a spoken voice utterance having the calculated length corresponding to the user using the voice activated device. The method further includes validating the user in response to determining that the processed third data substantially matches the voiceprint associated with the user.

Device, system and method, for simplicity called Big Data 911™, which continuously sends GPS and other data to the cloud for storage and analysis, and Big Data automatically detects a vehicle crash and/or other emergency and immediately automatically calls 911 with crash information comprising the location, severity of the crash, etc. Victims, with their relevant medical records, are identified using onboard cameras and sensors or with medical information voluntarily linked via a phone app to the cloud. This medical data and GPS location ensures the optimum medical response during the crucial Golden Hour after the accident and that EMTs (Emergency Medical Technicians), police and other responders provide the optical medical treatment both en route to the hospital and once there. This includes AI or statistical information to expedite the ideal medical solution of the victim. This system could be used nationally or internationally as a person travels worldwide.

Agent conversation item selection is automated by a server that automatically detects speech in a call and converts that speech to text. Software running on the server retrieves one or more items from a data store based on a determination that the text includes one or more keywords or a change in the subject of the call. The keywords can include phrases. The retrieved items include one or more of scripts, articles, manuals, daily bulletins regarding a system state, or any resource that can be used to assist with a customer call or interaction. The software running on the server generates a user interface (UI) output based on the retrieve items, and transmits the UI output to an agent device. Software running on the agent device receives the UI output and displays the retrieved items on a display of the agent device.