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.

Abstract: A system including a mobile application on a user's mobile device for connecting to a plurality of contact centers and providing personalized context to the user. The system includes: the mobile application; a connection from the mobile application to a central API service, wherein the central API service provides authentication tokens to the mobile application for facilitating interaction therebetween; a plurality of vendors which the user has associated with their profile and have been integrated with the central API service, wherein the vendors are operably connected with the central API service for information sharing; and a plurality of media channels connecting the plurality of vendors with the central API service, allowing the user to: view personalized context from past interactions between the user and the plurality of contact centers through the mobile application; and connect with the contact centers.

Abstract: The need for efficient and effective communications is of key importance to contact centers. Agent communications with customers are designed to maximize results while minimizing resources, in particular the time required for human agents to be engaged with a particular customer. Often the impact of two agents on a communication can both improve customer satisfaction and better produce the intended result of the communication. However, two (or more) live agents is resource intensive. By providing a virtual agent controlled, entirely or in part, by a live agent, the customer may be presented with the appearance of two agents while requiring the human resources of a single agent.

Abstract: A method for initialization of a group of customer premises equipment devices (CPEs) during a training that registers capabilities of the CPEs is disclosed, wherein at least one CPE registers late to the training and cannot be registered. The method includes determining capabilities of the CPEs during a joining phase of the training, wherein it is determined whether a CPE device is capable of employing vectoring and placing in a hold status the at least one CPE that registers late by keeping a line active that is coupled to the at least one CPE. The method further includes providing another joining phase after the joining phase to register the at least one CPE that registers late.

Abstract: A method to transcribe communications includes the steps of obtaining a plurality of hypothesis transcriptions of a voice signal generated by a speech recognition system, determining consistent words that are included in at least first and second of the plurality of hypothesis transcriptions, in response to determining the consistent words, providing the consistent words to a device for presentation of the consistent words to an assisted user, and presenting the consistent words via a display screen on the device, wherein a rate of the presentation of the words on the display screen is variable.

Abstract: A method is presented of determining whether a digital subscriber line is susceptible to radio frequency interference. The method measures the signal to noise ratio (SNR) margin on the digital subscriber line over a number of 24 hour periods. The measured SNR margin over a given 24 hour period is then compared to a reference function of SNR margin over time (24 hours), where the SNR margin of the reference function is higher during the day and lower during the night, and also repeats daily. A measure of the interference susceptibility is generated based on the degree of similarity between the measured SNR margin and the reference function.

Abstract: Embodiments described herein provide for performing a risk assessment using graph-derived features of a user interaction. A computer receives interaction information and infers information from the interaction based on information provided to the computer by a communication channel used in transmitting the interaction information. The computer may determine a claimed identity of the user associated with the user interaction. The computer may extract features from the inferred identity and claimed identity. The computer generates a graph representing the structural relationship between the communication channels and claimed identities associated with the inferred identity and claimed identity. The computer may extract additional features from the inferred identity and claimed identity using the graph. The computer may apply the features to a machine learning model to generate a risk score indicating the probability of a fraudulent interaction associated with the user interaction.

Abstract: A method includes connecting a call from a client device to a destination having an interactive voice response service; transcribing audio from the destination during the call to identify menu options of the interactive voice response service; generating visualizations representing the menu options; and outputting the visualizations to a display associated with the client device. A system includes a telephony system, an automatic speech recognition processing tool, and a visualization output generation tool. The telephony system connects a call from a client device to a destination having an interactive voice response service. The automatic speech recognition processing tool transcribes audio from the destination during the call to identify menu options of the interactive voice response service. The visualization output generation tool generates visualizations representing the menu options. The telephony system outputs the visualizations to a display associated with the client device.

Abstract: A system includes participant nodes that unicast a voice stream to a master node and receive a multicast voice stream from the master node. The multicast voice stream may be a mixed voice stream mixing the voice streams of the participants. In this case, each participant performs echo cancellation on the multicast voice stream. Alternatively, the multicast voice stream may be a multiplexed voice stream multiplexing the voice streams of all participants. In this case, each participant de-multiplexes the multicast voice stream and generates a mixed voice stream that does not include that participant. Alternatively, the multicast voice stream received by each participant may be a multiplexed digital voice stream multiplexing multiple mixed streams including one mixed stream that does not include the voice stream of that participant. In this case, each participant de-multiplexes the multicast voice stream to obtain the mixed stream that does not include that participant.

Abstract: Internet Protocol captioned telephone service often utilizing Automated Speech Recognition can be utilized with conference calls to separate out each of the various parties' speech as text, such as with text bubbles differentiated by caller on a device of the user. Additionally, a prioritized vocabulary can be provided for each user that is not shared with a public so that if the user utilizes words in their speech not common in the general public, those words can be more accurately identified by the telephone service. The service may learn and apply that vocabulary and/or the user may provide words to the service.

Abstract: Techniques for automatically prompting a calling user to send a message to a called user, the calling user using a calling device and the called user using a called device, the method including receiving, at a processor in the calling device, an indication that a call from the calling device to the called device has disconnected, determining, at the processor in the calling device, whether the call connected before receiving the indication that the call has disconnected, and in response to determining that the call did not connect before receiving the indication that the call has disconnected, determining that the call was a missed call.

Abstract: A device that is configured to assign users to an issue cluster based on issue types for the users. The device is further configured to identify available agents and to assign each available agent to one or more knowledge area clusters based on knowledge scores. A knowledge score indicates an expertise level for an agent in a knowledge area. The device is further configured to identify an issue cluster that is associated with an issue type and to identify a user from the issue cluster. The device is further configured to identify a knowledge area cluster that is associated with the issue type and to identify an agent from the knowledge area cluster. The device is further configured to establish a network connection between a user device associated with the user and a user device associated with the agent.

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: The present disclosure provides a call processing method, apparatus, electronic device and storage medium and relates to the field of cloud computing. The method may comprise: obtaining a calling subscriber's status information in real time while an intelligent dialogue robot is used to make a call with the calling subscriber; when it is determined that a call form of the intelligent dialogue robot needs to be adjusted, correspondingly adjusting the call form of the intelligent dialogue robot according to current status information of the calling subscriber. The solution of the present disclosure may be employed to improve the call performance of the intelligent dialogue robot.

Abstract: A system includes a TRS system for providing a transcription service to a user of the TRS system during a phone call with a peer and a communications device of the user which includes a phone call unit associated with the phone number and a TRS call unit associated with the virtual number. The TRS system includes a database which stores a phone number and a virtual number of the user, wherein the phone number is assigned from a carrier of the user and the virtual number is assigned from a TRS provider to the user; and a communications device of the user which includes a phone call unit associated with the phone number and a TRS call unit associated with the virtual number.

Abstract: A multi-channel acoustic echo cancellation (AEC) system that includes a step-size controller that dynamically determines a step-size value for each channel and each tone index on a frame-by-frame basis. The system determines that near-end signals are present by calculating a scaled error and determining that the scaled error exceeds a threshold value. When the scaled error exceeds the threshold value, the system may switch from a first cost function to a second cost function and determine a step-size value using a robust algorithm. The robust algorithm may prevent the system from diverging due to the presence of the near-end signal. For example, the robust algorithm may select a different cost function to determine the step-size value and/or combine different step-size computations, resulting in the step-size value being temporarily reduced. Thus, the robust algorithm may enable the AEC to better model the near-end disturbance statistics while the near-end signal is present.

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 cable modem comprises transmitter circuitry, receiver circuitry, and memory. Upon power up of the cable modem in the field, the transmitter circuitry transmits one or more first signals into a network. The receiver circuitry measure echoes of the transmitted one or more first signals. The receiver circuitry generates an installation figure of merit based on the measured echoes and factory-calibration echo measurements stored in the memory. The communication device begins DOCSIS® network registration if the installation quality measurement meets a determined requirement and generates a notification to troubleshoot the installation of the communication device if the installation quality measurement does not meet a determined requirement.

Abstract: A control unit of a telephone device is configured to perform a first processing of: estimating a line echo amount based on a volume of a DTMF signal generated by a DTMF signal generation unit and a volume of the DTMF signal input from a line; calculating a howling noise threshold value based on the maximum value of the acoustic echo generated at a handset that is measured in advance and set values of a sidetone volume, a transmission volume, and a reception volume; and calculating a difference between the line echo amount and the howling noise threshold value as an adjustment requisite amount and lowering the set value of the sidetone volume by the adjustment requisite amount when the line echo amount is larger than the howling noise threshold value.

Abstract: A method for establishing a second communication according to a second modality on based on a first communication established according to a first modality between a communication terminal and an interactive server, the server reacting, according to a predefined logic, to commands received from the terminal, the logic being predefined by states and by conditions of transitions between the states. The method includes the server: obtaining a command for establishing a second communication according to a second modality; storing a context representative of interactions taken place between the terminal and the server in the course of the first communication in association with a public identity, the context including a state occupied by the server in the course of the first communication; establishing the second communication according to the second modality toward a recipient terminal designated by the stored public identity; and configuring the second communication based on the stored context.