Systems and methods for recording a meeting using a retroactive record feature. The present technology provides for improved systems and methods for providing a recording of a virtual meeting, where a selection to initiate the recording from the beginning or an earlier time in the meeting from a current time may be received after the virtual meeting has started. The system may process received meeting content streams to generate a plurality of data segments that may collectively form a meeting recording. Each data segment, for example, may include meeting content associated with a particular user/attendee and associated with a timestamp and/or time duration. In some examples, the plurality of data segments may be stored on a blockchain, which may provide an immutable meeting record that may be concatenated together and made available for playback based on a selection to record the meeting and consent given by the users/attendees.

A system can route calls based on a minimum expected delay, classification, and priority of the call. In some embodiments, when a call is received, the call is classified and prioritized within the classification. A minimum expected delay time is determined. Based on the minimum expected delay time, the classification, and the prioritization, the call is routed to a representative with instructions on how the call should be treated.

A system and method for enhanced call progress assessment (CPA) utilizing dual-prong analysis, comprising a campaign management console, a data services engine, a traffic shaper, an agent desktop, an optimized CPA service, an auto-dialer with built-in CPA capabilities, and a simple dialer which allows enterprises to process outbound calls in parallel in order to quickly and accurately determine outbound call outcome, a live person or an answering machine or service, which can be used to route outbound calls in an appropriate manner. The system and method utilize a plurality of specialized CPA methods running in parallel to a built-in CPA system to analyze audio stream data associated with an outbound call and uses various entity-specific threshold parameters to determine a call outcome based on the results of the plurality of CPA methods. Such a system and method can provide faster and more accurate CPA using a dual prong approach.

Providing a voice call includes: receiving, from a user equipment (UE), a request to initiate a voice call traffic session; requesting setup of a voice call data pipe; based on at least a setup of the voice call data pipe not completing prior to a timer event, transmitting voice packets over a signaling data pipe; and based on at least the voice call data pipe setup completing, ceasing to transmit voice packets over the signaling data pipe and transmitting voice packets over the voice call data pipe. Placing a voice call includes: requesting, by the UE, to initiate the voice call traffic session; based on at least a first trigger event, transmitting voice packets over the signaling data pipe; and based on at least a second trigger event, ceasing to transmit voice packets over the signaling data pipe and transmitting voice packets over the voice call data pipe.

A device receives, from a user device, a communication request that includes information identifying a user of the user device, an organization, and at least one reason for the communication request. The device determines, based on the communication request, information concerning the user, a telephone number associated with the organization, and a menu of an interactive voice response (IVR) system device associated with the telephone number. The device communicates, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, with the IVR system device via a communication session initiated based on the telephone number. The device determines, based on communicating with the IVR system device, a time that the user is to interact with the IVR system device via the communication session, and causes the user device to join the communication session at the time.

One example method of operation may include identifying a call to a mobile device, determining whether the call includes call content data intended for the mobile device, initiating an active session and a time to live (TTL) associated with the call content data, forwarding the call content data to the mobile device when the call includes call content data associated with the caller, and receiving a content confirmation from the mobile device that the call content data was received.

A device implementing a system for missed communication notification may include at least one processor configured to receive, from a server over a first communication channel, a message indicating that another device initiated a communication with the device over a second communication channel at a particular time. The at least one processor may be further configured to determine, by the device, whether the communication was established with the other device over the second communication channel at the particular time. The at least one processor may be further configured to provide, for display, an indication of the message based at least in part on a determination that the communication initiated by the other device was not established over the second communication channel at the particular time.

A method for maintaining contact information in a hearing impaired assisted user's communication device includes the steps of (a) providing a web site for altering assisted user contact information, (b) linking a proxy device to the web site, (c) receiving an identifier associated with the assisted user's device via the proxy device, (d) identifying an assisted user's device via the received identifier, (e) enabling the proxy device to be used to modify contact information for the assisted user associated with the received identifier, (f) starting a timer to time out a sync timeout period, (g) during the sync timeout period, receiving an indication via the assisted user's device confirming a desire to update the assisted user's contact information, (h) updating the assisted user's contact information, and (i) at the end of the timeout period, ceasing an indication that updated data is ready to be used from the assisted user's device.

This document discusses, among other things, limiting contact to a networked contact center that is a host to multiple tenants. In an example embodiment, a communication is received by a networked contact center. In determining whether to allow the communication to reach contact center resources, a contact rate value may be examined. The contact rate value may represent an allowable quantity of contact within a time interval. For some example embodiments, a determination of whether the network contact center is to accept or reject the communication is made based on the contact rate value.

The disclosure provides a processing method for a priority notification of an incoming call and a mobile device. The processing method for a priority notification of an incoming call is applied to a mobile device. The processing method includes: receiving an incoming call signal and generating a notification signal when a plurality of trigger conditions is met. The trigger conditions include: determining, according to the incoming call signal, that a repeated call is within a first preset time or a time interval between repeated calls is less than a second preset time, that a caller number corresponding to the incoming call signal is in a priority contact list, and that the mobile device is in a preset use situation. Then, a mandatory reminder mode is activated according to the notification signal to notify a user.