A method including receiving an interrupt originating associated with an interrupting entity during an ongoing communication between a user and a current entity, determining if the interrupting entity has a higher priority than the current entity, interrupting the user if the interrupting entity has a higher priority than the current entity, and not interrupting the user if the interrupting entity has a lower priority than the current entity.

Delivering a transcribed voice message includes detecting receipt of a voice message for delivery to a user, the voice message related to an incoming call for the user; determining a current presence of the user on at least one of a plurality of messaging channels in real time during receipt of the voice message; transcribing the voice message to text in real time; and delivering, in real time, the transcribed voice message to the at least one messaging channel on which the current presence of the user is determined. Delivering the transcribed voice message can also include receiving from the user initial identification of different user accounts, along with authorizations and permissions.

A system and method for omnichannel voice and text-based routing, transfer, and customer-to-enterprise communications with a secure smart mobile user device. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers, purpose-built computer, mobile phone applications or a secure smart mobile user device.

Call originator feedback may be gathered from members of a call group for a call originator. This feedback may be stored in a contact firewall data structure indexed by call originator identification information, where a contact firewall function can intercept a call to a member of the group when the contact firewall data structure indicates that an action to impact the call should be taken. In another aspect, a method may include receiving an indication of no-answer by a recipient of a call, activating a sender-controlled media (SCM) content selection/generation interface on the caller's phone, and delivering the item of content to the recipient's call message storage system, where the item of content is linked to the missed call. For example, a SCM data structure, or a link to the SCM data structure, may be delivered to the recipient's call message storage system.

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.

Systems and methods provide a resident of a controlled-environment facility with a visitation service that include messaging capabilities, where the message are managed on behalf of the resident based on the visitation sessions in which the resident participates. In one scenario, the resident issues an initial visitation request for a visitation session with a particular non-resident. In response to the non-resident not accepting this initial visitation request, the resident is allowed to record and store a message, such as a voice message or video message, for retrieval and playback by the non-resident. At a later time, the resident issues a second visitation request for a visitation session with the same non-resident. The non-resident accepts the second request and the requested visitation session between the non-resident and the resident is conducted. In response to the visitation session being conducted, the stored message may be marked for deletion.

Methods, devices, and systems can include, for example, receiving an incoming call and identification information and determining whether the identification information indicates that the incoming call is legitimate. The identification information is associated with the incoming call. The incoming call is received at a call control unit. The call control unit is associated with a telephone, and the incoming call is directed to the telephone. In response to a determination that the identification information indicates that the incoming call is legitimate, generating an indication that the incoming call is legitimate (where the indication is generated by the call control unit) and communicating the indication that the incoming call is legitimate to the telephone. In response to a determination that the identification information indicates that the incoming call is not legitimate, determining a telephone number of the incoming call and communicating the telephone number and the identification information to a server.

A system and method for omnichannel text-based routing, transfer, and customer-to-enterprise communications. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers or purpose-built computer and mobile phone applications.

An example method comprising receiving a plurality of categories of availability statuses, receiving a plurality of categories of different contact groups, identifying, for each contact, at least one contact group, receiving a plurality of rules for call handling, each of the plurality of rules being associated with at least one of the different availability statuses and at least one of the different contact groups, receiving a telephone call from a first caller, identifying a caller identifier of the first caller, determining a contact group of the first caller, determining a current availability status of the recipient, identifying an applicable rule based on the contact group of the first caller and the current availability status of the recipient, selecting an audio prompt based on the applicable rule, and presenting the audio prompt to the first caller based on the applicable rule, the audio prompt indicating a preference of communication.

An example method comprising receiving a plurality of categories of availability statuses, receiving a plurality of categories of different contact groups, identifying, for each contact, at least one contact group, receiving a plurality of rules for call handling, each of the plurality of rules being associated with at least one of the different availability statuses and at least one of the different contact groups, receiving a telephone call from a first caller, identifying a caller identifier of the first caller, determining a contact group of the first caller, determining a current availability status of the recipient, identifying an applicable rule based on the contact group of the first caller and the current availability status of the recipient, selecting an audio prompt based on the applicable rule, and presenting the audio prompt to the first caller based on the applicable rule, the audio prompt indicating a preference of communication.