Described are techniques including a computer-implemented method of maintaining a list of newly assigned phone numbers. The method further comprises intermittently removing phone numbers from the list of newly assigned phone numbers. The method further comprises determining that a newly assigned phone number initiates a number of calls per unit time that exceeds a threshold number of calls per unit time. The method further comprises automatically flagging the newly assigned phone number as a possible robocaller.

An example method of operation may include one or more of identifying an outbound call placed by a mobile device subscribed to a protected carrier network, determining the outbound call is destined for a destination telephone number that was stored in a call history of the mobile device, determining the destination telephone number is a scam call suspect telephone number based on one or more identified call filter parameters associated with the destination telephone number, and forwarding a scam call notification to the mobile device while the outbound call is dialing the destination telephone number.

An example method of operation may include one or more of identifying an outbound call placed by a mobile device subscribed to a protected carrier network, determining the outbound call is destined for a destination telephone number that was stored in a call history of the mobile device, determining the destination telephone number is a scam call suspect telephone number based on one or more identified call filter parameters associated with the destination telephone number, and forwarding a scam call notification to the mobile device while the outbound call is dialing the destination telephone number.

A centralized and robust threat assessment tool is disclosed to perform comprehensive analysis of previously-stored and subsequent communication data, activity data, and other relevant information relating to inmates within a controlled environment facility. As part of the analysis, the system detects certain keywords and key interactions with the dataset in order to identify particular criminal proclivities of the inmate. Based on the identified proclivities, the system assigns threat scores to inmate that represents a relative likelihood that the inmate will carry out or be drawn to certain threats and/or criminal activities. This analysis provides a predictive tool for assessing an inmate's ability to rehabilitate. Based on the analysis, remedial measures can be taken in order to correct an inmate's trajectory within the controlled environment and increase the likelihood of successful rehabilitation, as well as to prevent potential criminal acts.

A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

A computer system is described that is configured to enable customers of an organization to self-monitor account activity and modify account access settings via a contact center of the organization. The contact center control system is configured to provide an interactive call history associated with the customer's accounts with the organization. Using the call history, the customer may perform self-monitoring of calls into the contact center that access the customer's accounts, and notify the organization if any of the calls appear suspicious. The contact center control system is configured provide a user interface through which the customer may modify account access settings including changing which types of authentication methods are enabled to access the customer's accounts, and blocking account access by callers from certain phone numbers. The contact center control system may allow the customer to turn off all access to the customer's accounts via the contact center.

Technology for placing a user on-hold can include sending a push notification to a user device after the call has been placed on-hold. A link in the push notification can request authentication credentials from the user. When the authentication credentials have been received and verified, a chat window can be launched via an application on the user device. The intent of the call can be determined based at least in part by information received via the chat window. The authentication information and the intent of the call can be transferred to a representative answering the call.

There is disclosed in one example a mobile telephone, including: a hardware platform including a processor and a memory; a telecommunication transceiver; and instructions encoded within the memory to instruct the processor to: identify a call made via the telecommunication transceiver; analyze the call and assign the call a predicted local reputation according to the analysis, including a legitimacy confidence score; if the legitimacy confidence score is less than a first threshold, terminate the call; if the legitimacy confidence score is greater than a second threshold, cease analysis of the call; and if the legitimacy confidence score is between the first and second thresholds, continue analysis of the call.

A system for controlling, monitoring, and recording of wireless telecommunications services associated with penal institutions is provided comprising a portable electronic device and application executing on the device that present a listing of available call destinations based on receiving a first instruction from a first authorized party possessing the device. The application receives a second instruction comprising a choice of a first call destination from the listing. The application transmits a third instruction requesting connection with the destination and joins a second authorized party associated with the first call destination in a first voice session. The application joins the first authorized party to the first session. The application further joins the first party to a second voice session initiated by the second party based on determining that the second party initiated the second session from the first destination. The device originates and receives transmissions solely upon approval of the application.

A system for controlling, monitoring, and recording of wireless telecommunications services associated with penal institutions is provided comprising a portable electronic device and application executing on the device that present a listing of available call destinations based on receiving a first instruction from a first authorized party possessing the device. The application receives a second instruction comprising a choice of a first call destination from the listing. The application transmits a third instruction requesting connection with the destination and joins a second authorized party associated with the first call destination in a first voice session. The application joins the first authorized party to the first session. The application further joins the first party to a second voice session initiated by the second party based on determining that the second party initiated the second session from the first destination. The device originates and receives transmissions solely upon approval of the application.