Abstract: An electronic device measures noise variability of background noise present in a sampled audio signal, and determines whether the measured noise variability is higher than a high threshold value or lower than a low threshold value. If the noise variability is determined to be higher than the high threshold value, the device categorizes the background noise as having a high degree of variability. If the noise variability is determined to be lower than the low threshold value, the device categorizes the background noise as having a low degree of variability. The high and low threshold values are between a high boundary point and a low boundary point. The high boundary point is based on an analysis of files including noises that exhibit a high degree of variability, and the low boundary point is based on an analysis of files including noises that exhibit a low degree of variability.

Abstract: The present disclosure describes receiving a trigger operation indication that content has been selected by a user device, and determining whether the content offers a recurring audio content data. The operation may also include retrieving a first audio content and transmitting the first audio content to the user device.

Abstract: A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the communication to the queue, transferring control logic to the configured wait-state application; receiving a dequeue request initiated by a second entity; in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue.

Abstract: A system and method for a cloud callback platform, comprising at least a profile manager, callback manager, interaction manager, media server, context analysis engine, and context aggregator mechanism, allowing user to call business, agents in contact centers, or other users who are connected a cloud callback platform, and, failing to connect to the individual they called, or by request, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available, and a context summary report is sent to one or more user.

Abstract: The method and system may provide a seamless handoff of user information from a drugstore to a call agent. When a customer communicates with a drugstore device regarding a drugstore-related inquiry, the drugstore device attempts to identify an answer to the drugstore-related inquiry. When the drugstore device does not identify an answer to the drugstore-related inquiry, the drugstore device initiates communication between the customer and a contact center. A transcribed version of the communication may be stored in a database accessible by the contact center along with additional user information for the customer related to the customer's experiences with the drugstore. The user information may be provided to a call agent's contact center device for display and in this manner, the call agent may be made aware of the communication to avoid asking repeat questions and to quickly and efficiently answer the customer's drugstore-related inquiry.

Abstract: Each of number management devices of a number management system includes a request reception unit configured to receive a number update request including number portability information, a transaction generation unit configured to generate a transaction for the received number portability information, a block proposal unit configured to acquire each of transactions generated in response to a plurality of number update requests, generate a block to be newly proposed, and transmit the generated block to be proposed to each of the plurality of number management devices, and a block approval unit configured to approve the block to be proposed by confirming a predetermined normal state of the block to be proposed and store the block to be proposed in a storage unit, with the block to be proposed connected to the block stored as the blockchain.

Abstract: Assigning contacts in a contact center including extracting, by a blend application, contextual information related to an inbound contact received at a first port and transmitting, by the blend application, the contextual information to an outbound dialer. The outbound dialer places an outbound call from a second port to the first port, automatically patches the second port with a third port that is associated with an agent assigned to an outbound campaign, and connects a customer device associated with the inbound contact to a device associated with the agent, during which the agent remains assigned to the outbound campaign.

Abstract: Systems and methods are described to enable a device of a user to automatically join an ongoing conference, where the device is not currently joined to the conference. A first audio signature is generated based on voices of users already in the conference, and a second audio signature is generated based on an audio signal captured by a microphone of the device associated with the first user when the device associated with the first user was not joined to the conference. The first audio signature and the second audio signature are compared, and in response to determining that first audio signature matches the second audio signature, the device associated with the first user is joined to the conference.

Abstract: Embodiments provide a method for providing a call center supplemental workflow tool, including: receiving from a database a workflow decisional matrix, a plurality of questions, and a plurality of scripts; displaying a web-based graphical user interface on a display providing at least one question or one script; receiving user input; determining, at least another question or at least another script, to be displayed, wherein determining is based upon the user input and the decisional matrix and advances the workflow; based upon the decisional matrix, determining that the workflow has been completed; providing an output of the questions displayed and the user input received; and the output being provided to a primary software application. Other aspects are described and claimed.

Abstract: Described are a method, system, and computer program product for accessing data about a caller from multiple data sources in real time. The method includes communicatively connecting with call handling equipment and receiving caller data including a unique caller identifier. The method also includes communicating a request for initial information to a location information database and/or an additional data repository. The method further includes reconfiguring the initial information from an inbound format to a different outbound format such that the initial information is readable by the call handling equipment, a computer aided dispatch system, and/or a public safety information management system. The method further includes communicating a request for and receiving additional information from a cloud-based repository.

Abstract: PTP timestamps are obtained and correlated to internal audio time and timestamps. This allows Ethernet/IP audio devices to be closely aligned with local digital audio devices to allow improved AEC operations. By performing repetitive PTP timestamps based on local audio time, drift between PTP time and local audio time is determined and corrected. By performing the PTP to local audio time operations on each independent Ethernet network, the Ethernet/IP audio devices can be split between independent LANs. If some local digital audio inputs formed from analog inputs are not aligned with other local digital audio inputs, signals can be provided in analog format and audio samples of the signals can be correlated to local audio time. With correlations performed as necessary based on the various audio inputs in use, high quality AEC operations are performed.

Abstract: Embodiments described herein provide for passive caller verification and/or passive fraud risk assessments for calls to customer call centers. Systems and methods may be used in real time as a call is coming into a call center. An analytics server of an analytics service looks at the purported Caller ID of the call, as well as the unaltered carrier metadata, which the analytics server then uses to generate or retrieve one or more probability scores using one or more lookup tables and/or a machine-learning model. A probability score indicates the likelihood that information derived using the Caller ID information has occurred or should occur given the carrier metadata received with the inbound call. The one or more probability scores be used to generate a risk score for the current call that indicates the probability of the call being valid (e.g., originated from a verified caller or calling device, non-fraudulent).

Abstract: A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.

Abstract: Various embodiments include systems and methods for providing an immersive three-dimensional group session. Various embodiments include methods and devices for signaling a description of a scene with media components potentially coming from different parties. In various aspects, a scene graph may be signaled through a session description protocol (SDP) during a session initiation protocol (SIP) session setup. In various embodiments, the scene graph may include respective graphical output nodes assigned to be controlled by each of the plurality of participant computing devices in an immersive three-dimensional group session.

Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, information about a task waiting for assignment in the task assignment system; and selecting, by the at least one computer processor, a hold activity from a plurality of hold activities for the task based on the information about the task, wherein the selected hold activity is expected to improve performance of the task assignment system.

Abstract: Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Abstract: Methods and systems for combinable conference rooms.

Abstract: A system and method for secure storage and management of transitory data, comprising at least a profile manager, a callback manager, a context analysis engine, and a vault manager, which allows a user to create a data container to store data preferences, which encrypts the data stored within a data container, which creates a password for accessing the data container, which temporarily stores the data container, which manages data container interactions between the system user and a second user, such as a business enterprise, and which establishes default preferences and creates a default container based upon context content data.

Abstract: An intermediary device to enhance and route data messages between end user and contact center agent computing devices in a contact center environment is provided. The intermediary device can be disposed in a data communication path of a contact center between an electronic communications network and a contact center agent computing device. The intermediary device can include a data message replication mechanism, a data message aggregator mechanism, or a data message analysis mechanism. The intermediary device can receive a data message. The data message replication mechanism can intercept and replicate the data message to generate a replicated data message. The data message analysis mechanism can generate, from the replicated data message, derivative content. The data message aggregator mechanism can combine the derivative content with the data message to create an enhanced data message that can be provided to the contact center agent computing device in the contact center environment.

Abstract: Systems and methods simulate call centers networks and call loads to test load balancing and routing. Performance can be logged to memorialize the load balancing and routing techniques' handling of different loads. This allows the testing of new algorithms or architectures and stress testing of existing architectures in non-production environments. Load balancing can be based on a call score, and routing can invoke proprietary routing protocols.