systems and methods for communication prior to acceptance of a phone call. A method of the present invention that is comprised the steps of: generating a phone number; generating a message to be presented upon receipt of a phone call; generating a Rich Contact containing said message and said phone number; transmitting the Rich Contact to a recipient phone device and further storing it therein; initiating a phone call bearing a phone number of the Rich Contact to said recipient phone device; wherein, upon receipt of the phone call on the phone device, a default call application shall identify said phone number of said phone call and present said message from said Rich Contact associated with the phone number.

A system and method provide an automation solution for guiding a contact center agent during a communication session by providing contextual in-line assistance. Robotic process automation (RPA) is used for automating workflows and processes with robots that capture information from multiple applications of a contact center system and generate contextual guidance for the contact center agent via callout activities during the communication session.

In various aspects, a system that receives a first message, wherein the first message comprises a communication device identification and a feature tag having a language indication that indicates a language configuration of a user equipment. In response to the receiving the first message, storing the language indication and associating the language indication with the communication device identification. The system determines whether an incoming call is not authenticated and in response to the determining that the incoming call is not authenticated, transmitting a textual message to the communication device using the language configuration to indicate the incoming call is not authenticated.

Implementations described herein relate to methods, systems, and computer-readable media to automatically answer a call. In some implementations, a method includes receiving a call from a caller device at a client device. The method further includes determining, based on an identifier associated with the call, whether the call matches auto answer criteria, and yin response to determining that the call matches the auto answer criteria, answering the call without user input and without alerting a user of the client device. The method further includes generating a call embedding for the call based on received audio of the call, comparing the call embedding with spam embeddings to determine whether the call is a spam call, and in response to determining that the call is a spam call, terminating the call.

A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.

Calls, e.g., voice calls (telephone calls) and video calls, made within a wireless communication network include a subject line that may or may not be included with an identification of the party making the call. Thus, when a user within the wireless communication network receives a call on a mobile device, prior to answering the call, a subject of the call is displayed to the user or audibly provided to the user. The subject of a call may be automatically provided to the user. In embodiments, a prompt may be required from the user in order to display or hear the subject of the incoming call.

A system and method is provided for providing searchable customer call indexes. Consistent with disclosed embodiments, a system may receive call information associated with telephone conversations between callers and a vendor, the call information including an audio recording or transcript for each telephone conversation. The system may also identify one or more keywords from the audio recordings or transcripts and index the call information into one or more indexes based on the identified keywords. Finally, the system may determine search results responsive to a search query based on the indexing. In some embodiments, changes to customer service may be identified based on the search results.

An automated registration service supported on an application server that interoperates with an IMS (IP Multimedia Subsystem) core network is configured to dynamically register and deregister devices that are all associated with one or more commonly-utilized phone numbers. The service may assign the phone number to registered devices and, in contrast, un-assign the phone number from deregistered devices. The registration and deregistration of the devices may occur based on the amount of interaction with the device and other real-time contextual information. Furthermore, the automated registration service intelligently determines which registered devices to forward incoming video and/or audio calls to based on various contextual information, including the capabilities of device, identified location of a user, user preferences, etc. By intelligently selecting which devices should receive an incoming call, unnecessary use of bandwidth, data, and resources (e.g., battery power) can be reduced.

Systems and methods for categorizing received calls based on early call information are disclosed. Early call information can be audio, video, other sensor data, or other data collected via a calling device during call setup or any time before the call is routed to or accepted at a receiving device. A call and early call information associated with the call are received. A call characteristic, which can be a purpose or topic of the call, is identified using the early call information. Based on the call characteristic, the received call is categorized and a relative priority for the call is assigned. The call can be routed based on the early call information, and a suggested response to the call can be identified. In some implementations, a machine learning model is trained to categorize received calls based on early call information.

An automated registration service supported on an application server that interoperates with an IMS (IP Multimedia Subsystem) core network is configured to dynamically register and deregister devices that are all associated with one or more commonly-utilized phone numbers. The service may assign the phone number to registered devices and, in contrast, un-assign the phone number from deregistered devices. The registration and deregistration of the devices may occur based on the amount of interaction with the device and other real-time contextual information. Furthermore, the automated registration service intelligently determines which registered devices to forward incoming video and/or audio calls to based on various contextual information, including the capabilities of device, identified location of a user, user preferences, etc. By intelligently selecting which devices should receive an incoming call, unnecessary use of bandwidth, data, and resources (e.g., battery power) can be reduced.