Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

A telephone switching device (10) according to the present disclosure includes a storage unit (11) that stores a registration table (11a) registering a plurality of personal telephone numbers for each telephone terminal, an acquisition unit (12) that acquires an authentication result of a user with respect to the telephone terminal, a registration unit (13) that registers the telephone terminal and a personal telephone number of the user in the registration table (11a) in association with each other, according to the acquired authentication result, and a control unit (14) that controls incoming/outgoing calls using the personal telephone number of the user in the telephone terminal, based on the registered registration table (11a).

Systems, methods and non-transitory computer readable media for allowing a user to switch between wearable items that have been paired or associated with an electronic device, such as a smartphone, are described. In one embodiment, the wearable items automatically detect a removal of a first wearable item from a user's body and an attachment of a second wearable item to the user's body. Messages from the wearable items are transmitted to the electronic device to allow the electronic device to switch the active wearable item from the first wearable item to the second wearable item. The switch can occur while the electronic device is in a locked state, and the electronic device can synchronize the second wearable item with data received from the first wearable item. Other embodiments are also described.

Systems and techniques are disclosed for establishing inbound calls and outbound calls involving inmates and outside parties. One exemplary technique receives input identifying authorized sources who are authorized to initiate and conduct calls with an inmate and stores a list of the authorized sources. The list, for example, can include telephone numbers, VOIP caller identifiers, and/or call privileges associated with the sources. The technique receives an inbound call directed to the inmate and determines whether the source of the inbound call is authorized or not, for example, by comparing information about the source with information in the list of authorized sources and/or based on the call privileges. If the source is authorized, the call is permitted. If not the technique routes the call to a payment interface for the caller to provide payment information.

An information processing method includes: activating a linkage function from a service of a linkage source to a service of a linkage destination, in response to determining that both of the service of the linkage source and the service of the linkage destination are usable by the contract user; and deactivating use of the linkage function for a login user managed by the contract user, in response to determining that the login user does not have use-permission for using the service of the linkage destination.

Disclosed is an inter-agent cross-blade-server calling method, and the method includes that: a source blade server where an agent initiating a call gets registered and logs in detects that a call between agents is an inter-agent cross-blade-server call; the source blade server indicates a target blade server to hand over a called agent to the source blade server to host the called agent; and a session between the agent initiating a call and the hosted called agent is generated at the source blade server. Also disclosed is an inter-agent cross-blade-server calling system, where the target blade server is configured to, according to an indication of the source blade server, hand over the called agent to the source blade server to host the called agent and return the related registration and login information to the source blade server. By virtue of the disclosure, a complete inter-agent call can be rapidly and cooperatively performed in the case of cross-blade-servers, thus lowering difficulties in implementing an inter-agent cross-blade-server call.

Aspects of systems and methods for maintaining and operating agent nodes are provided. In some embodiments, calls, contacts, and other work units may be routed to individual customer service agents via a centralized queue based on a variety of factors. Some embodiments may provide market-based call pricing and customer service agent compensation.

Systems, methods and non-transitory computer readable media for allowing a user to switch between wearable items that have been paired or associated with an electronic device, such as a smartphone, are described. In one embodiment, the wearable items automatically detect a removal of a first wearable item from a user's body and an attachment of a second wearable item to the user's body. Messages from the wearable items are transmitted to the electronic device to allow the electronic device to switch the active wearable item from the first wearable item to the second wearable item. The switch can occur while the electronic device is in a locked state, and the electronic device can synchronize the second wearable item with data received from the first wearable item. Other embodiments are also described.

The present disclosure is directed to a method and system for routing communications. A plurality of communications-enabled devices are coupled to a communications network. Each communications-enabled device has a device identifier. A user-programmable database associates each of a plurality of user identifiers with a device identifier. A router circuit is coupled to the communications network through a portal communication device having a portal identifier. A user designates a destination user identifier when making a communication. The router circuit switches the call, directing the call to a destination device identifier responsive to the user-programmable database association between the destination user identifier and a device identifier. According to certain aspects, communications are directed to users and are routed to associated equipment, a user identifier serving as a virtual extension number. Users remotely program the database to direct their communications to communications-enabled devices at various destinations.

Methods, systems, apparatus, and non-transitory computer readable media are described for a scalable computer-telephony integration system. Various aspects may include storing sets of call agent login information for several call agents within the computer-telephony integration system and across several independent computing systems in a contact center login database. Additionally, various aspects may include generating several contact center service categories and sets of contact information for each contact center service category, which may be stored in a contact center directory database. When an incoming call is received from a customer, various aspects may include obtaining customer call information from the customer and generating a customer call key, which may be stored as a reference to the customer call information in a contact center customer call information database. The call key may be used to reduce an amount of data electronically transferred between call agents during telephone call transfers.