A computer-implemented system and method to manage the communication of a user are disclosed. In one embodiment, when a person tries to electronically convey a message to the user, the status of the user, the identity of the person, and the urgency of the message can be identified. The access priority of the person can be determined based on the person's identity. Then, the message can be managed using one or more rules and in view of the status of the user, the access priority of the person and the urgency of the message.

Improved approaches for users of electronic devices to communicate with one another are disclosed. The electronic devices have audio and/or textual output capabilities. The improved approaches can enable users to communicate in different ways depending on device configuration, user preferences, prior history, etc. In one embodiment, the communication between users is achieved by short audio or textual messages.

A method and an electronic device employing an uninterrupted media play and call management system (UMPCMS) are provided for managing an incoming call without interrupting playing of media on the electronic device. The UMPCMS receives an indication of the incoming call, generates a notification object with one or more call management options for the incoming call in a configurable format based on preconfigured criteria, and overlays the generated notification object with the call management options on a graphical user interface (GUI) provided by the UMPCMS, while supporting continued playing of the media on the electronic device via the GUI without interruption by the incoming call. The UMPCMS receives a selection of a call management option from the electronic device and performs one or more executable actions on the incoming call and/or the playing of the media on the electronic device based on the received selection of the call management option.

Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

Systems and methods are described herein for a computer-based communication application that displays, along with an incoming call notification, content specific to the parties involved. The application identifies electronic records of events attended by the users, and retrieves content specific to those records. For example, the application may identify electronic mail or meeting notifications sent between the users and concerning a particular subject matter. Images related to that subject matter are then retrieved and displayed during calls between those users. Users are thus presented with customized and personalized content specific to the subject matter of each call, thus helping them better recognize callers and more readily engage with the call.

When a customer service representative (CSR) calls a customer, the customer may be able to authenticate himself or herself by providing the CSR with personal identifying information. However, the CSR may be unable to provide information to authenticate himself or herself to the customer. Thus, this patent document describes authentication techniques that can allow the CSR to authenticate himself or herself to the customer. For example, before or during a call that the second person (e.g., CSR) initiates to call a first person (e.g., customer), a notification message may be sent to the first person's user device. The content of notification message displayed on the user device may provide information to the first person which can allow the first person to determine whether the second person is trustworthy.

A call blocking module in a smartphone is configured to generate a whitelist stored in the smartphone, the whitelist comprising a calling party number (“CPN”) using various number sources, such as a contact list, outgoing call list, or incoming call list. As each number source is modified with a new CPN, the whitelist may also be augmented automatically, or based upon a confirmation from a user of the smartphone. A contact center originating voice calls to the smartphone may be configured to generate a text call to the smartphone in order to populate the whitelist with the CPN that will be used when originating a subsequent voice call to the smartphone. Thus, the contact center can originate a text call to the smartphone to potentially increase the likelihood that a subsequent voice call will be passed by the whitelist.

The present disclosure is directed to various systems and methods for enhanced outbound dialing and notifications. An originating network interface is connectible to the originating network, and receptive to a media content request from the originating network. A database stores one or more originator node records, defined at least by an originator node identity, a network node address, and a media content element. A communications session processor retrieves the media content element associated with the originator node record from the database. A terminating network interface is connectible to the terminating network, and the media content element is transmitted on to the terminating network and destined for the recipient node through the terminating network interface.

Techniques for determining a global state for multiple related calls are disclosed. A first call between a first device and a second device is established, where the first call is assigned a user call identifier. A second call between the first device and a third device is established. A shared call operation is established by assigning the user call identifier to the second call. The user call identifier is assigned to the second call in addition to already being assigned to the first call. A first status of the first call and a second status of the second call are determined. The first status and the second status are used to determine a global state of the shared call operation. The global state of the shared call operation is updated in response to one or both of the first status or the second status changing.

The technologies described herein are generally directed to modeling radio wave propagation in a fifth generation (5G) network or other next generation networks. For example, a method described herein can include, facilitating, by a first device, receiving a first communication directed to a second device from a third device associated with a first telephone number. The method can further include determining, by the first device, that the first communication comprises a reference to a second telephone number different from the first telephone number, resulting in a number discrepancy. Further, based on the number discrepancy and an analysis of the first communication, the method can further include preventing, by the first device, communication of the first communication to the third device.