Technology for determining a queue position of a call from a user can include receiving, at an enterprise, the call from a user device associated with the user. The user device includes an application associated with the enterprise. The call is placed into an on-hold queue. A weighted level of importance associated with the call is determined based on call history information associated with the user device and call frequency associated with the user. The weighted level of importance is compared to at least one weight threshold. A wait time for the call is decreased based on the weighted level of importance meeting or exceeding the at least one weight threshold.

The disclosure provides a processing method for a priority notification of an incoming call and a mobile device. The processing method for a priority notification of an incoming call is applied to a mobile device. The processing method includes: receiving an incoming call signal and generating a notification signal when a plurality of trigger conditions is met. The trigger conditions include: determining, according to the incoming call signal, that a repeated call is within a first preset time or a time interval between repeated calls is less than a second preset time, that a caller number corresponding to the incoming call signal is in a priority contact list, and that the mobile device is in a preset use situation. Then, a mandatory reminder mode is activated according to the notification signal to notify a user.

Aspects of the disclosure relate to routing of an emergency communication under fault conditions. Routing can be implemented in a packet-switching (PS) network that provides voice service. For a network node of the PS network, availability to route the emergency communication through a specific emergency service routing number (ESRN) can be determined and, in response to the network node being unavailable, administrative data associated with the ESRN can be accessed. In addition, an identifier associated with the administrative data can be updated (e.g., created or modified) with data indicative of the device that originated the emergency communication. The administrative data and the resulting identifier can be delivered to a second network node that can route the emergency communication to an emergency service network.

A service processing method and device, and a home gateway are provided. A dialing message sent by a terminal is received. It is judged whether the dialing message is a message for processing a predetermined service. When a judgment result is that the dialing message is the message for processing the predetermined service, the predetermined service is processed.

A user equipment, network control node, method performed at a network control node and a method performed at a user equipment within a telecommunication network are disclosed. The method performed at the user equipment comprises: receiving an incoming call signal, the incoming call signal comprising a combined automatic answer and loudspeaker activation indication; in response to the incoming call signal, automatically answering the incoming call and activating a loudspeaker on the user equipment.

A method for managing a queue in a contact center that includes: receiving a previous call from a first customer and determining a unique identifier; tracking a previous queue time; detecting the previous call ending without being connected to an agent; determining the previous wait time accrued; saving in a database a previous call record that includes the previous queue time and the unique identifier; receiving a present call from the first customer and determining a unique identifier; tracking a present queue time; using the unique identifier to check the database to determine the related previous call record; determining the previous queue time; calculating an adjusted total queue time that is the present queue time plus previous queue time; and positioning the first customer in the queue based on the adjusted total queue time.

The technology disclosed herein enables selective endpoint notification of incoming communications directed to a set of endpoints. In a particular embodiment, a method provides, in a communication control system, receiving a first request to establish a communication session with at least one endpoint in first set of endpoints. The first set of endpoints comprises two or more endpoints and the request is directed to the first set of endpoints. The method further provides identifying a first subset of the first set of endpoints based on application of one or more override rules to the first request. The override rules define conditions wherein fewer than all of the first set of endpoints should be notified of the first request. The method also provides notifying the first subset about the first request.

Aspects of the disclosure relate to routing of an emergency communication under fault conditions. Routing can be implemented in a packet-switching (PS) network that provides voice service. For a network node of the PS network, availability to route the emergency communication through a specific emergency service routing number (ESRN) can be determined and, in response to the network node being unavailable, administrative data associated with the ESRN can be accessed. In addition, an identifier associated with the administrative data can be updated (e.g., created or modified) with data indicative of the device that originated the emergency communication. The administrative data and the resulting identifier can be delivered to a second network node that can route the emergency communication to an emergency service network.

Systems, apparatuses, services, platforms, and methods are discussed herein that provide user search services to a communication platform. An example user search service receives a query indicted by a user to find users of a communication platform associated with one or more search terms. The example user search service also presents to the user a search result view comprising resultant users on the communication platform, where the search result view includes one or more graphical annotations in association with ones of the resultant users that indicate a quantity of common users on the communication platform between the user and the ones of the resultant users.

This Application describes mechanisms to provide priority levels for call connection requests and/or messages from a sending device to a receiving device. The receiving device is configured to allow prioritized notification alerts for incoming call connection requests and/or for incoming messages from a sending device to override a silent or do not disturb mode for one or more contacts based on i) a priority level provided with the call connection request or message and ii) a priority setting for the sending device or a set of devices associated with a user of the sending device.