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.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for an automated calling system are disclosed. In one aspect, a method includes the actions of receiving audio data of an utterance spoken by a user who is having a telephone conversation with a bot. The actions further include determining a context of the telephone conversation. The actions further include determining a user intent of a first previous portion of the telephone conversation spoken by the user and a bot intent of a second previous portion of the telephone conversation outputted by a speech synthesizer of the bot. The actions further include, based on the audio data of the utterance, the context of the telephone conversation, the user intent, and the bot intent, generating synthesized speech of a reply by the bot to the utterance. The actions further include, providing, for output, the synthesized speech.

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.

A call center data transfer system includes one or more processors that are configured to receive call data related to information provided by a caller during a first portion of a call with a first customer service representative. The one or more processors are also configured to assign an identifier to the call in response to receipt of an indication that the call should be transferred from the first customer service representative, associate the identifier with the call data in one or more databases, receive the identifier as an input during a second portion of the call with a second customer service representative, and use the identifier to retrieve the call data from the one or more databases. The one or more processors are further configured to display the call data via a display for visualization by the second customer service representative.

This application provides a call prompt method, a call device, a readable storage medium, and a chip system. The method includes: enabling a call prompt mode; identifying a first audio feature of call audio received by the call device; determining a call state based on the first audio feature; and performing call prompting based on a call prompting manner corresponding to the call state.

The present application relates to a system and method of enabling a user to select an audio stream of choice. The application is particularly suited to circumstances in which a user has commenced an audio or video call to communicate with another person. More particularly, in instances where the user is placed “on-hold” whilst the person with whom the user seeks to communicate is either located or otherwise unavailable. The user who is placed “on-hold” may prefer to listen to an audio stream other than the audio stream provided by default to the user whilst “on-hold” and the present application is particularly well suited to enabling the user to select an audio stream of choice whilst “on-hold” waiting to speak with another person.

The technology disclosed herein enables an endpoint system to present a visual indicator that user communications have been suspended. In a particular embodiment, a method includes exchanging audio user communications for the communication between the first endpoint system and a second endpoint system. At the first endpoint system, the method includes determining that the second endpoint system caused a suspension of the audio user communications and providing a first visual indicator of the suspension.

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.