A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.

A communication management system manages the exchange of messages between devices using different communication networks and/or protocols. A sender device may transmit a message (e.g., a short message service “SMS” message) to a destination associated with a traditional “landline” phone number. The message may be delivered over a traditional landline phone network. The communication management system can receive the message via the phone network, process the message, and provide the message to one or more electronic devices over a packet switched network, such as a local area network or the Internet. The electronic devices may use chat-based application software to process and display the message, provide robust message handline functionality, and facilitate responses to the message.

A method of indicating to a callee an availability status of a caller, the method includes receiving a request of the caller to be called by the callee, receiving from the caller a unique identifier and an availability status, displaying to the callee the availability status of the caller, and displaying to the caller an availability status of the callee.

A method, a device, and a non-transitory storage medium provide to receive a trigger to initiate a media session that is to be supported by a control channel and a media channel; generate a first Short Message Service (SMS) message, which includes a first Session Initiation Protocol (SIP) message configured to initiate the media session, in response to the trigger; transmit, via non-access stratum as the control channel, the first SMS message that includes the first SIP message to a server via a mobility management entity, in response to the generation; determine whether a bearer for the media channel is already established; establish the bearer in response to a determination that the bearer is not already established; use the bearer as the media channel in response to the establishment; and use the bearer as the media channel in response to a determination that the bearer is already established.

A voicemail service node of a carrier network may configure a voicemail profile for a subscriber to provide voicemail transcription delivery. For example, a voicemail service node may receive, from a voicemail client on a user device, a request to activate delivery of voicemail transcription for the user device via the voicemail client. The voicemail service node may determine device configuration information for delivery of voicemail transcription, determine, based on the device configuration information and the activation request, a delivery configuration for delivery of voicemail transcription via the voicemail client using a set of one or more modes of delivery of voicemail transcription, and configure the voicemail profile associated with the user device to cause delivery of voicemail transcription to the user device using the set of one or more modes of delivery of voicemail transcription.

According to one aspect, a system and method of exchanging GRUUs (Globally Routed User Agent URI (Uniform Resource Identifier)) between a first telephony-enabled device and a second telephony enabled device using a circuit-switched message is provided. Once exchanged, the telephony enabled devices can exchange SIP (session initiated protocol) communications routed by the GRUUs. Any one of the telephony-enabled devices can add a media component to the SIP communications. According to another aspect, a system and method of generating GRUUs is provided. According to another aspect, a system and method of handing off communications to a packet switched network from a circuit switched network is provided.

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

Apparatuses and methods concerning routing and processing of calls in a server are disclosed, and involving a processing circuit communicatively coupled to a server that routes calls (e.g., data communications) for a plurality of end-users and generates call event messages for the routed calls. The processing circuit generates call summary data and evaluates the call summary data to identify a set of incoming calls to the server that were missed and have not been returned by the end-users. Certain of the calls are checked relative to a secondary data source and respective priorities for the set of incoming calls are ascribed for further processing, and some having a higher priority.

According to one aspect, a system and method of exchanging GRUUs (Globally Routed User Agent URI (Uniform Resource Identifier)) between a first telephony-enabled device and a second telephony enabled device using a circuit-switched message is provided. Once exchanged, the telephony enabled devices can exchange SIP (session initiated protocol) communications routed by the GRUUs. Any one of the telephony-enabled devices can add a media component to the SIP communications. According to another aspect, a system and method of generating GRUUs is provided. According to another aspect, a system and method of handing off communications to a packet switched network from a circuit switched network is provided.

A method includes receiving a first request associated with a first user account and comprising content of a first message and a first plurality of destination endpoints, and a second request associated with a second user account and comprising content of a second message and a second plurality of destination endpoints to receive the second message, generating a first list of routing options for delivering the first message to the first plurality of destination endpoints, and a second list of routing options for delivering the second message to the second plurality of destination endpoints, generating, based on the first list of routing options, one or more versions of the first message for delivery to the first plurality of endpoints, and generating, based on the second list of routing options, one or more versions of the second message for delivery to the second plurality of endpoints. The method further includes causing the one or more versions of the first message to be transmitted to the first plurality of destination endpoints, and the one or more versions of the second message to be transmitted to the second plurality of destination endpoints, and providing first access rate statistics collected by tracking access to the one or more versions of the first message by the first plurality of destination endpoints, and second access rate statistics collected by tracking access to the one or more versions of the second message by the second plurality of destination endpoints.