Abstract: Internet Protocol captioned telephone service often utilizing Automated Speech Recognition has the capability of transcribing both sides of a conversation and displaying them in a segregated manner at the election of the user. A link may be sent by the user to a far end caller so the far end caller may view the transcribed text.

Abstract: An emergency report can be made to a plurality of emergency services. Provided is a communication control device 2 housing a subscriber terminal 1, and the communication control device 2 includes: a call control unit 21 that connects an emergency call made from the subscriber terminal 1 to an emergency-call reception switchboard 5; and an outgoing/incoming call inhibition unit 22 that inhibits outgoing/incoming calls from/to the subscriber terminal 1 in a prescribed period, when the emergency call is disconnected by the subscriber terminal 1. The outgoing/incoming call inhibition unit 22: when a call is made from the subscriber terminal 1 in the prescribed period, determines whether the call is an emergency call or a general call; in a case of an emergency call, cancels inhibition for outgoing/incoming calls from/to the subscriber terminal 1 and connects the call by using the call control unit 21; and in a case of a general call, does not connect the call.

Abstract: A group pairing method of a wireless intercom system according to an aspect includes: scanning, by a mobile device wirelessly connected to a master wireless intercom device, QR codes displayed on mobile devices respectively wirelessly connected to a plurality of slave wireless intercom devices to add the plurality of slave wireless intercom devices to an intercom group as members (‘intercom group members’); setting a connection order of the intercom group members by using the mobile device wirelessly connected to the master wireless intercom device; and wirelessly chain-connecting the plurality of slave wireless intercom devices to the master wireless intercom device according to the set connection order.

Abstract: A contact center server receives an input from a customer device as part of a conversation. The contact center server (CCS) identifies at least one of: one or more intents, one or more entities, or one or more entity values from the input. The CCS detects one or more escalation conditions based on the input and pauses the conversation based on the detected one or more escalation conditions. The CCS outputs a conversation transcript and the identified one or more intents, the one or more entities, or the one or more entity values to an agent device. The CCS receives agent-identified-information or agent-modified-information from the agent device. Subsequently, the CCS resumes the conversation by providing a response to the input based on the received agent-identified-information or the agent-modified-information.

Abstract: Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.

Abstract: A system for centralized captioned telephone service (“C-CTS”), which includes a C-CTS system (“C-CTSS”) for providing a transcription service to a user subscribed to the C-CTS during a phone call with a peer; a mobile communications device of the user which includes a first phone number assigned from a carrier of the user; a communications device of the peer which includes a second phone number; and a plurality of caption providers that communicate with the C-CTSS. The first phone number is associated with the C-CTSS and each of the caption providers provides a captioned telephone service. A carrier of the first phone number includes a voice network, a data network, and a database that stores the first phone number of the user which is subscribed to the C-CTS. The C-CTSS includes a database that stores the first phone number of the user.

Abstract: Implementations relate to determination and visual display of spoken menus for calls. In some implementations, a computer-implemented method includes receiving audio data output in a call between a call device and a device associated with a target entity. The audio data includes speech indicating one or more selection options for a user of the call device to navigate through a call menu provided by the target entity in the call. Text is determined by programmatically analyzing the audio data, the text representing the speech. The selection options are determined based on programmatically analyzing at least one of the text or the audio data. At least a portion of the text is displayed by the call device during the call, as one or more visual options that correspond to the selection options. The visual options are each selectable via user input to cause corresponding navigation through the call menu.

Abstract: Echo cancellation for a two-way audio communication includes receiving, at an AEC system from microphone(s), an audio signal based on, at least in part, near-end signals and reproduced far-end signals. Loudspeaker(s) reproduced the far-end signals. The AEC system is operated, at least in part, with filter(s) so as to update estimates of coefficients of an acoustic channel from the loudspeaker(s) to the microphone(s). Control parameter(s) affecting an operation of the AEC system that is/are configurable and is/are set to value(s), from a range of values, is/are determined, based on estimating an accuracy of the estimates of the coefficients of the acoustic channel and a characteristic of the near-end signals. The AEC system controls the filter(s) with different values of the control parameter(s) at different times.

Abstract: Embodiments of the disclosure provide a method of operating a contact center. In some embodiments, the method includes receiving a call from a customer communication device, transitioning the call from a voice domain into a digital domain, and enabling the contact center to interact with the customer communication device in at least the digital domain after the call has been transitioned from the voice domain into the digital domain.

Abstract: A system and a method for servicing user interactions are provided. The method includes: receiving, from each respective user, a respective request for a corresponding interaction; obtaining, for each interaction, request-specific information that relates to the received respective request and user-specific information that relates to the respective user; analyzing the request-specific information to determine at least one corresponding microservice that is usable for handling the interaction; and routing the request-specific information and the user-specific information to a respective destination that relates to the determined microservice. For any particular interaction, several corresponding microservices and several corresponding routes and destinations may be determined, and workload distribution metrics may be used to select optimum routes.

Abstract: A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.

Abstract: A radio-frequency module includes a first package where a first-transmitter circuit transmits a first transmit signal in a first transmit band based on a first communication standard and a first-receiver circuit receives a first receive signal in a first receive band based on the first communication standard, and a second package where a second-transmitter circuit transmits a second transmit signal in a second transmit band based on a second communication standard and a second-receiver circuit receives a second receive signal in a second receive band based on the second communication standard. In the first package, a third-receiver circuit receives a third receive signal in a third receive band based on a third communication standard and partially overlaps the first receive band. In the second package, the third-transmitter circuit transmits a third transmit signal in a third transmit band based on the third communication standard.

Abstract: A speech enabled product presentation engine for customer relationship management (‘CRM’) comprising: a product recognition module; the product recognition module comprising a module of automated computing machinery stored on one or a non-transitory computer-readable mediums and configured to: identify, in dependence upon digitized speech for recognition, a product articulated in the conversation between a tele-agent and a customer. The presentation engine also includes a product dimension module. comprising a module of automated computing machinery stored on one or a non-transitory computer-readable mediums and configured to: query an internal CRM, in dependence upon the identified product, and receive one or more descriptions of one or more dimensions of the product for presentation to the tele-agent during a call with the customer.

Abstract: A first mobile communication device that includes a first microphone, a first speaker, and a first delay unit. The first microphone is configured to (i) receive, during a conference call, a first user first microphone signal from a first user, and (ii) output a first microphone digital signal to the first delay unit. The first user first microphone signal represents audio content outputted by the first user. The first delay unit is configured to delay, by a delay period, the first microphone digital signal to provide a delayed first user first device digital signal. The first mobile communication device is configured to output, to a mixer, the delayed first user first device digital signal. The delay period is determined based on measurements executed by at least one mobile communication device out of the first mobile communication device, a second mobile communication device and a third mobile communication device.

Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs.

Abstract: Techniques are disclosed to determine one or more specific data points that may be found in or added to call metadata that will assist and/or enhance confidence score algorithms. A call request for an inbound VoIP telephony call may be received by a telephony server in a servicing telecommunications carrier network. The call request may be intended for a called party serviced by the servicing telecommunications carrier network. The servicing telecommunications carrier network telephony server may obtain a plurality of data points associated with the call request wherein at least one of the data points is an interconnect carrier, the interconnect carrier data point identifying which carrier handed the call to the servicing carrier. The servicing telecommunications carrier network telephony server may then send the plurality of data points to a confidence score generating process comprising an algorithm configured to determine a confidence score using the data points.

Abstract: Certain aspects of the present disclosure provide a system for obtaining electronic data from a network server accessible. The system comprises a communication device to electronically access an automated phone system via a telephone number and a memory circuit that stores a configuration file and a log file. The system further comprises a processor that identifies a record that includes a unique identifier for an entity and data to compare with corresponding data from the automated phone system. The processor is further configured to access and navigate the phone menu based on the configuration file and input a unique sequence of digits based on the instructions in the configuration file. The processor is also configured to obtain an audio message from the automated phone system, convert the audio message to a corresponding text message, and determine whether the corresponding text message indicates an error or includes the corresponding data.

Abstract: A disconnection of a client device is disconnected during a multi-participant communication, such as a call or a conference. An indication of the disconnection is transmitted to the client device to cause an agent at the client device to record media locally at the client device. The media recorded by the agent at the client device based on the indication of the disconnection is later received and included within a recording of the communication. For example, a gap of the recording in which the disconnection occurred may be identified, such as by performing a comparison of media within the recording to identify a start time of the gap and an end time of the gap. The media is then inserted within a portion of the recording of the multi-participant communication corresponding to the gap.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for implementing a spam telephone call reducer are disclosed. In one aspect, a method includes the actions of receiving first telephone call data that reflects telephone calls received by a first user and second telephone call data that reflects telephone calls received by a second user. The actions further include comparing the first telephone call data and the second telephone call data. The actions further include determining that the first user received more spam telephone calls than the second user. The actions further include determining a first characteristic of the first user and a second characteristic of the second user. The actions further include determining an action that increases a similarity of the first characteristic to the second characteristic. The actions further include performing the action on the first characteristic.

Abstract: A server transmits a task to client devices using push-to-talk (PTT). The server receives a response accepting the task from a device of the client devices. The server assigns the task to a user of the device. The server transmits an indication that the task was assigned to the user of the device to at least a subset of the client devices.