A Toll-Free Management Platform (TFMP) includes methods and systems for number administration, customer administration, call management services, texting services and text registry, and a smart services registry. The TFMP may allow users to receive through a web-based interface, an activate request from a user, wherein the request includes at least a customer record template reference and an indication of when to active a toll-free telecommunications number associated with the request. The request may include at least one IP address datum associated with the toll-free telecommunications number. A user interface may allow activating a toll-free number, and users may access the TFMP to create and access existing templates of toll-free call routing templates, and utilize a routing tree engine to create customized call routing trees for the toll-free numbers of interest to the user.

Methods and systems described in this disclosure allow customers to personalize their phone experience when calling into an organization. In some embodiments, customers who may benefit from this service are identified based on the content of the customer's previous or current phone calls to the organization. The identified customers may be invited to enroll and to provide preferences for a customized Interactive Voice Response experience. In some embodiments, the customer can elect to hear the balances of one or more of his accounts without going through a phone menu or asking a representative to look up the relevant amounts. Once enrolled, when the customer dials into the organization and upon successful authentication, the organization proactively states the customer's account balances with no further customer request.

Modular technologies for servicing telephony systems are disclosed herein. An example method includes receiving a user request to service a telephony system of a user, and transmitting a set of available session initiation protocol (SIP) providers to a user computing device for analysis by the user. Responsive to receiving a user input, the example method includes connecting the user computing device to an SIP trunk, connecting to a serviceable call location included in the user request through the SIP trunk, wherein connecting to the serviceable call location initiates a data stream, and executing a servicing task included in the user request. The example method includes recording a portion of the data stream during execution of the servicing task, storing the portion of the data stream, and causing the user computing device to display the portion of the data stream for viewing by the user.

Novel tools and techniques are provided for implementing call center-based automated interface with network switches for Internet service diagnostics and provisioning. In various embodiments, in response to receiving a request by a call center user to access an Internet service customer account, a computing system may access information regarding the Internet service customer account that is stored in a database, may identify a network switch that is configured to provide Internet service to customer premises equipment (“CPE”) disposed at a customer premises associated with the customer, based at least in part on the accessed information, and may autonomously access, from other databases, information associated with the Internet service customer account and with a network profile. The computing system may integrate the accessed information, may generate and present a user interface (“UI”) displaying the accessed information, and may autonomously initiate one or more diagnosis and repair procedures.

Certain aspects of the disclosure are directed to customization of alerts using telecommunications services. A data-communications server is configured to a set of virtual office features including client-specific call routing functions available to remotely-situated client entities based on a subscription. The server is configured to provide to the client entities, a set of instructions written in a first programming language, and to receive from each respective client entity, client-specific sets of control data written in a second programming language. The client-specific sets of control data may specify particular alerts, informational data and/or reminders to be provided to end-users of the respective client entity.

In one embodiment, a system provides for end-user control over the automatic recognition of communication situations by detection of unique telecommunication event characteristics and the consequential responses to those situations by invocation of related programmatic responses. The system allows an end user to specify various patterns of telecommunication event characteristics that describe various situational aspects of incoming communications, such as the timing and originator of voice calls, the content of, timing of, and author of chat messages, etc., as well as appropriate sets of programmatic response actions to be performed in response to those communications, such as initiating conference calls, sending chat messages, routing calls to other users, etc. The system monitors incoming communications, matches characteristic patterns to recognize the situations, and then invokes the matching response actions, thereby automating many functions of the communication system that previously would have had to be performed manually.

Disclosed herein are systems, methods, and non-transitory computer-readable storage media for linking participants in a communication session. The method includes presenting a set of connected graphical elements on a graphical user interface (GUI) representing a structure of the communication session and a trusted relationship between a first participant and a second participant in the communication session, establishing a bidirectional link between the first participant and the second participant, wherein the communication device exchanges trusted information between the first participant and the second participant, and displaying a depiction of the bidirectional link to at least one participant in the communication session. The method optionally includes negotiating a calendar event with the second participant via the bidirectional link based on the trusted information. Graphical elements associated with the first and second participants can depict one or more of presence, context, and persona information.

User devices configured to select subsets of network identities and network devices configured to deliver messages based on those subsets are described herein. The user devices each receive multiple network identities for a service account, select a subset of the network identities based on preferences, and provide the selected subset to the telecommunication network in message headers. The preferences indicate network identities for which a user wishes the user device to receive communications. A network device receives and caches the subsets. The network device further utilizes the subsets in determining which user device to deliver messages to.

Certain aspects of the disclosure are directed to customization of alerts using telecommunications services. A data-communications server is configured to provide a database with a set of virtual office features including client-specific call routing functions available to remotely-situated client entities based on a subscription. The server is configured to provide to the client entities, a set of instructions written in a first programming language, and to receive from each respective client entity, client-specific sets of control data written in a second programming language. The client-specific sets of control data may specify particular alerts and/or reminders to be provided to end-users of the respective client entity.

A system for facilitating the remote control of existing conference call systems. A company may use the system to allow a remote user interface to administer calls on its existing conference call system. The system may integrate web browsers and conference call systems using a socket policy server module, facilitating access to the features and data of the conference call system for the purpose of creating remote management user interfaces.