Aspects of the subject disclosure may include, for example, detecting, over a network, a call originating from a call originator and intended for a user of a user equipment, responsive to the detecting the call, determining whether to challenge the call originator, based on a determination to challenge the call originator, transmitting a request to the call originator, wherein the request prompts the call originator to specify an identity of the call originator and a purpose for the call, obtaining information from a call originator input responsive to the transmitting the request, deriving enhanced Caller Name or Caller ID data that includes the information, and causing the enhanced Caller Name or Caller ID data to be provided to the user equipment, thereby enabling the user of the user equipment to determine whether to answer the call. Other embodiments are disclosed.

Example embodiments of systems and methods for telephone call regulation include the use of a predictive model. An example method includes receiving, by a predictive model, a telephone number from a user application comprising instructions for execution on a user device and determining, by the predictive model, a spam factor for the received telephone number. The example method further includes determining, by the predictive model, a classification of the received telephone number based on the spam factor and transmitting, by the predictive model, the classification of the received telephone number to the user application. The example method further includes receiving, by the predictive model, a feedback from the user application, the feedback indicative of a corrective classification of the received telephone number and modifying, by the predictive model, the spam factor for the received telephone number based on the corrective classification.

Systems and methods are provided for automatically selecting a mute function based on audio content. One example method includes receiving, at a first computing device, a first audio input and, from a second computing device, a second audio input. Content of the first audio input and the second audio input is determined with natural language processing. Whether the content of the first audio input corresponds to the content of the second audio input is determined. A mute function is operated at the first computing device, based on the determination of whether the content of the first audio input corresponds to the content of the second audio input.

Electronic communication methods and systems for rating agents and allowing customers for select agents are provided. Exemplary systems include a communication server for connecting a user to a communication with a contact center, a presence system to determine status of one or more agents, a wait-time determination engine to determine a wait time for one or more agents present for the communication, an agent scoring system for determining a score for one or more agents present for the communication, and a routing engine to connect a selected agent to the communication.

Disclosed herein are a system, method, and computer-readable medium with instructions for recommending a service provider based on a user's approximate current location. The service provider may be recommended for a service that is verified under a user's insurance policy and is also within proximity to the user's approximate current location. The user's approximate current location may be determined by location-based technology. The entity that receives and/or recommends the service provider may initiate a request for the service from the service provider. Further embodiments are related to routing a call to provide information to the user that is responsive to the user's location-relevant request. For example, systems, such as an automotive telematics system, may request information and be routed to the appropriate division of a user's insurance provider such that the automotive telematics system can provide services to the user that are user-specific (e.g., covered by the user's insurance policy).

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 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.

A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.

A voicemail receptionist system includes a memory and a processor. The memory can store data relating to one or more users. An incoming communication can be handled by the voicemail receptionist system and provided with functionality based upon a user's preferences, for example. The data stored by the voicemail receptionist system can be updated at any time, or automatically updated upon updating of the data, or upon occurrence of a trigger event. Voicemail receptionist functionality can include standard voicemail system functionality as well as functionality relating to email, text messaging, MMS messaging, calendar features, schedule announcements, location data, as well as other features.

A method, system, and relevant apparatuses for selecting a Multimedia Ring Back Tone (MRBT) are disclosed. The method for selecting an MRBT includes: receiving a call request sent by a calling party, where the call request carries an MRBT type required by the calling party; sending the MRBT type required by the calling party to the MRBT server; obtaining MRBT information sent by an MRBT server, according to the MRBT type required by the calling party; and sending the MRBT information to the calling party. With the present invention, the calling party sends the required MRBT type, and the MRBT server provides the corresponding MRBT information for the calling party. Therefore, the calling party has an opportunity of selecting the MRBT type required by the calling party, and thus user experience is improved.