A recognition analysis processing unit (20) analyzes call voice information about a call between terminals, which are in a communicating state, specifies a language used in the call voice information, and stores the language as language information. When a hold request detection unit (11) detects a hold request signal for requesting that the call to be held transmitted from one of the call originating terminal and the call receiving terminal, which are in the communicating state, to be held, it extracts, from the language information stored in the recognition analysis processing unit (20), the language used in the call between the terminals to which the hold request signal has been transmitted from the one of the terminals, selects, from a hold tone database (30) storing the hold tones including a plurality of on-hold messages in various languages, the hold tone including the on-hold message in the language matching the extracted language, and transmits the selected hold tone to another one of the terminals, which is another party on the phone. Thus, a telephone exchange (1000) for making the other party on the phone listen to the hold tone including the on-hold message in the language matching the language used by the other party on the phone is provided.

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.

A method for telephone interaction includes establishing a voice channel for voice calls with a telephone agent system, establishing a data channel with the telephone agent system if the telephone agent system is in a busy state, and acquiring information provided by the telephone agent system via the data channel. The information is associated with an entertainment service. The method further includes providing the entertainment service to a user based on the information.

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.

Systems and methods are described herein for handling video calls placed on hold or otherwise parked by one or more parties within the video call. The systems and methods can determine a video call has been placed on hold (or otherwise set to be parked), and transfer the video call to a call park server (CPS). The systems and methods can then access a content server, retrieve one or more content items (e.g., video clips, interactive content or advertisements, and so on), and present the content items within the on hold video call.

A multi-call management system for allowing a user to interact with multiple calls by providing the user with multiple options for managing the calls, both inbound calls and outbound calls.

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.

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.

A method for using a system which enables a party to provide an in-call message to another party in an ongoing call includes receiving a first signal indicating that a first party in a call is inactive. The method further includes indicating to a second party in the call that the first party in the call is inactive. The method further includes receiving a recorded message from the second party in the call. The method further includes receiving a second signal indicating that the first party in the call is active. The method further includes providing, in response to receiving the second signal, the recorded message to the first party.

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.