Methods and systems are provided for the management, routing and reporting of toll-free telecommunications calls and data. Methods and systems are provided for pre-populating a call routing template based on natural language inputs and populating telecommunications routing codes at nodes of a call routing decision tree to generate a call routing template that may be identified and presented to a user interface based at least in part on a natural language input.

A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

A method and system for video relay service calling with audio monitoring is described. The method includes initiating a video relay service call, the video relay service call including a video portion between a sign language interpreter and a user who is deaf, hard-of-hearing, or speech impaired (D-HOH-SI); an audio portion between the sign language interpreter and a called party; and one or more call parameters. The method further includes determining whether one of the call parameters indicates that the video relay service call should be monitored; in response to determining that the video relay service call should be monitored, directing at least the audio portion of the video relay service call to an audio monitoring service so that the audio portion of the video relay service call between the sign language interpreter and the called party can be monitored by the audio monitoring service.

Methods and systems are provided for the management, routing and reporting of toll-free telecommunications calls and data. Methods and systems are provided for pre-populating a call routing template based on natural language inputs and populating telecommunications routing codes at nodes of a call routing decision tree to generate a call routing template that may be identified and presented to a user interface based at least in part on a natural language input.

A method and system may automatically provide a remote airline agent to a user. A server device receives pending requests to communicate with a remote airline agent from users each attempting to modify a flight segment or obtain assistance related to the flight segment. For each of the requests, the server device obtains flight information for the flight segments to identify a flight urgency level or a flight criticality level for the flight segment. The server device assigns a priority level to each of the pending requests based on one or more attributes associated with each pending request, ranks the pending requests in accordance with the assigned priority levels, and automatically connects to a client device for a highest ranked request of the pending requests to initiate a video chat between the user and the remote airline agent.

The present invention discloses a sound signal processing method, a terminal, and a headset, to prevent a sound in an external environment from causing unnecessary disturbance to a user, thereby improving user experience. The terminal includes: a microphone, configured to collect an ambient sound signal; and a processor, configured to: obtain the sound signal collected by the microphone, and process, based on user status information, the ambient sound signal collected by the microphone, where the user status information includes a geographical location of a user who uses the terminal or a motion status of the user.

A method and system for video relay service calling with audio monitoring is described. The method includes initiating a video relay service call, the video relay service call including a video portion between a sign language interpreter and a user who is deaf, hard-of-hearing, or speech impaired (D-HOH-SI); an audio portion between the sign language interpreter and a called party; and one or more call parameters. The method further includes determining whether one of the call parameters indicates that the video relay service call should be monitored; in response to determining that the video relay service call should be monitored, directing at least the audio portion of the video relay service call to an audio monitoring service so that the audio portion of the video relay service call between the sign language interpreter and the called party can be monitored by the audio monitoring service.

Methods and systems are provided for the management, routing and reporting of toll-free telecommunications calls and data. Methods and systems are provided for pre-populating a call routing template based on natural language inputs and populating telecommunications routing codes at nodes of a call routing decision tree to generate a call routing template that may be identified and presented to a user interface based at least in part on a natural language input.

A method and apparatus for identifying a faked video is provided herein. During operation, when a video, or video call is received from a device, a simultaneous audio call is placed to the device (i.e., the video call and audio call take place simultaneously in time). The audio streams on both the video and audio call are compared, and a difference between the audio streams is identified. The video is deemed a potential fake if the difference between the audio streams is above a particular threshold.

A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.