Various embodiments of the invention provide methods, systems, and computer program products for handling an audio path failure and/or non-conformant QoS for a call between a contact center agent and remote party. Specifically, an audio path is established to a first telephony device being used by the agent and a call is bridged onto the audio path so that audio can be streamed back-and-forth between the first telephony device and a second telephony device being used by the party. Accordingly, various embodiments of the invention involve monitoring the audio path to detect an audio path failure and/or non-conformant QoS for the audio and bridging the call onto a second audio path when a failure or non-conformant QoS is detected so that the call is not disconnected from the second telephony device and a third device (e.g., IVR) can stream audio over the second audio path to the second telephony device.

Various embodiments of the invention provide methods, systems, and computer program products for handling an audio path failure and/or non-conformant QoS for a call between a contact center agent and remote party. Specifically, an audio path is established to a first telephony device being used by the agent and a call is bridged onto the audio path so that audio can be streamed back-and-forth between the first telephony device and a second telephony device being used by the party. Accordingly, various embodiments of the invention involve monitoring the audio path to detect an audio path failure and/or non-conformant QoS for the audio and bridging the call onto a second audio path when a failure or non-conformant QoS is detected so that the call is not disconnected from the second telephony device and a third device (e.g., IVR) can stream audio over the second audio path to the second telephony device.

Aspects of the subject disclosure may include, for example, a method in which a processing system determines a plurality of combinations of settings for a session border controller (SBC) communicating with a first network and installed at a premises. The method also includes listing the combinations, and identifying a combination that coincides with settings of a primary rate interface (PRI) circuit. The method further includes enabling a first connection between a first port of the SBC and the PRI circuit and a second connection between a second port of the SBC and a second network; settings of the SBC correspond to the identified combination, and the SBC comprises a connection between the first and second ports. The method also includes subsequently disabling the second connection, resulting in the PRI equipment communicating with the first network without a change to the settings of the PRI equipment. Other embodiments are disclosed.