The present disclosure discloses a system and method for in-call display interface to see visual media during a connected phone call. A request to display in-call information is received, and in response to the request the in-call information regarding the visual media is displayed during active phone calls besides making payments during a phone call by either manual or saved payment methods.

The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (IVRs) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

This application discloses the display of stored information when creating a dialstring for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information along with corresponding IVR phone tree information and user display preferences. The app then presents a representation of all or part of the retrieved information on a display using the user's language preferences. The user can then respond to the representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and dial the synthesized number.

A software application on a device controls a notification state of a peripheral device having a microphone, speaker and at least one button. The notification state includes one or more button press expression definitions and corresponding functions executable by the computing device. In response to receiving a sequence of button presses that satisfy a button press expression definition, the peripheral device sends a notification response causing the computing device to perform the corresponding action. The corresponding action may activate a voice assistant and make the voice assistant accessible through the peripheral device, which has fewer compute resources than are required to operate a voice assistance. In another example, the button press expression definitions can be used to control the mode in which a user enters a communication session, mute on, audio only, etc.

A system including one or more processors and one or more non-transitory computer-readable media storing computing instructions configured to run on the one or more processors and perform generating an incident report for an incident request received from a user device of a user; sending an application program interface (API) request to a management platform for customer care to identify the user; assigning the incident report to an associate user interface of an associate device of an associate; retrieving a customer record associated with the user from a database of the management platform for customer care; populating the associate user interface with the customer record; automatically recording in real-time a new record of a present interaction between the associate and the user for the incident report; and transmitting the new record for storage in the database of the management platform for customer care. Other embodiments are disclosed.

A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

A method for communicating with a call center, is performed at a client device having one or more processors and memory. The client device establishes, via an instant messaging application running on the client device, a network session connection to the call center by using an audio and video server. The client device receives, through the network session connection, a first-level voice menu sent by the call center. The client device obtains a correspondence between visualized menus and voice menus of the call center. The device searches for a first visualized menu corresponding to the first-level voice menu according to the correspondence. The client device presents the first visualized menu in a user interface of the instant messaging application and plays information about an option in the first visualized menu in an on-demand voice manner in response to user input detected on the option in the user interface.

A method for communicating with a call center, is performed at a device having one or more processors and memory. The device establishes, by an audio and video client, a network session connection to the call center by using an audio and video server. The device receives, through the network session connection, a first-level voice menu sent by the call center. The device obtains a correspondence between visualized menus and voice menus of the call center. The device searches for a first visualized menu corresponding to the first-level voice menu according to the correspondence. The device presents the first visualized menu in a user interface of the audio and video client.

A computerized method of terminating audio telephone calls that provides the other party with more information as to why the telephone call was terminated. This method, which is particularly useful for computerized smartphones equipped with voice and data channel communications methods, automatically provides the user with a variety of different informative text messages that can be selected by the user and sent to the other party at the time that a voice call is terminated.

The present invention is to provide a system that is capable to interface with an automated voice response (IVR) system for existing phone calls and to display voice messages of an IVR by texts. The system for providing information 1 of the present invention includes a terminal 10 and an automated voice response system 80. The control unit 20 of the terminal 10 performs the activation module 21 to activate the display program 41 that is to display the voice message provided from the automated voice response system 80 on the image display unit 70 when making a call to the automated voice response system 80 through a phone. Then, when the voice message display module 23 is operated, the image display unit 70 displays the voice message provided from the automated voice response system 80 to the terminal 10.