The present disclosure relates to a method of managing a voice call having been queued to await a response by a human representative of a call centre, and a device performing the method. In an aspect, a method is provided of managing a voice call having been queued to await a response by a human representative of a recipient of the voice call, the method being performed by a communications device of a calling party and which includes detecting, from a voice indication provided by the recipient, information indicating a current position of the voice call in the queue, and displaying the detected information indicating a current position of the voice call in the queue.

An electronic device having a user interface for accessing phone features. The user interface accounts for whether the electronic device is connected to a companion cellular phone. The user interface accounts for a headset is available for use to carry on a call. The user interface permits transition between using one or more of cellular phone, headset, and/or the electronic device to be used for carrying on incoming or outgoing calls.

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.

Example status prompt multimedia playing methods and apparatus are described. One example method includes receiving a first multimedia request by a status prompt application server, where the first multimedia request includes a non-idle identifier and is sent by a TAS. The status prompt application server sends a first multimedia response including a status prompt multimedia session description protocol (SDP) to the TAS, and receives a first multimedia acknowledgement message that includes a calling-side multimedia SDP and that is sent by the TAS. In this way, the status prompt application server obtains the calling-side multimedia SDP, and implements negotiation and acknowledgement of multimedia capability sets between the status prompt application server and a calling terminal device. The status prompt application server can play corresponding status prompt multimedia for the calling terminal device based on different non-idle identifiers. This implements playing of personalized status prompt multimedia in a non-idle state scenario.

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.

A determination is made that a real-time communication session (e.g., a voice call) between a first agent terminal and a customer communication endpoint has been placed on hold by a first contact center agent. An estimated hold time for the real-time communication is determined, based on a rule, in response to determining that the real-time communication session has been placed on hold. It is determined that the estimated hold time for the real-time communication session has expired. In response to determining that the estimated hold time for the real-time communication session has expired, one or more actions occur. For example, the real-time communication session is automatically transferred to a second agent terminal.

While a first UE is engaged in an active call with a third UE, the first UE may receive an incoming call from a second UE. An option is presented on a display of the first UE to place this incoming call on hold. In response to receiving touch input selecting the option to place the second UE on hold, one or more communications may be sent to the second UE on hold, such as interactive or non-interactive video or audio. As a result, the call experience may be enhanced. In particular, the user of the first UE may no longer incur the stress that comes with either having to flip back and forth between calls or make a decision whether to decline an incoming call. And the user of the second UE may be more likely to wait on hold until the first call has ended.

Automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. When it is determined that the session is no longer in the on hold status, user interface output is rendered that is perceptible to a calling user that initiated the session, and that indicates that the on hold status of the session has ceased. In some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. In response, a response solicitation signal is injected into an outgoing portion of the audio. The audio stream can be further monitored for a response (if any) to the response solicitation signal. The response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.

The example embodiments provides a processing system (10) including: an acquisition unit (11) that acquires target speech data in which a target speech is recorded or a target feature value that indicates a feature of the target speech; an inference unit (12) that infers a language of the target speech, based on an inference model for inferring a language of a speech from speech data or a speech feature value and the target speech data or the target feature value; a result output unit (13) that outputs an inference result by the inference unit (12); a determination unit (14) that determines whether the inference result is correct; and a learning data output unit (15) that outputs the inference result determined to be correct by the determination unit (14) and the target speech data or the target feature value, as learning data for generating the inference model.

Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact.