Abstract: In a method for selectively authorizing calls and text messages, it is determined if an identification code, such as CallerID or phone number, included with a call or text from a remote phone is also included in a table or list of identification codes accessible to a user phone. In the event of no match, a user notification means of the user phone is not activated and a prompt is sent to the remote phone requesting entry of a passcode into the remote phone. Upon receipt of the passcode entered into remote phone at the user phone, it is determined if the received passcode is also included in a table or list of passcodes accessible to a user phone. In the event of a match, the user notification means of the user phone is activated. Otherwise, the user notification means of the user phone is not activated.

Abstract: Techniques to dynamically engage echo cancellation are described. In one embodiment, an apparatus may comprise a streaming component operative to establish a audio connection between the first client device and a second client device via the network interface controller; and receive a far-end audio stream at the first client device from the second client device via the audio connection; an audio capture component operative to capture a near-end audio stream at the first client device; and an echo processing component operative to compare the near-end audio stream and the far-end audio stream to determine whether a far-end echo is present in the near-end audio stream; and use an echo-cancellation module at the first client device where the far-end echo is present in the near-end audio stream. Other embodiments are described and claimed.

Abstract: Disclosed are a user terminal apparatus and a control method therefor. According to the present invention, a user terminal apparatus comprises: a communication unit for performing data communication with a plurality of other user terminal devices which are set as a group; a controller for determining an output order of voice messages corresponding to user voices according to a predetermined condition, when the user voices are received from a plurality of other user terminal apparatus; and an output unit for outputting voice messages in a determined output order. Accordingly, the user terminal apparatus can provide a service that enables easy group community with a plurality of other user apparatus.

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 controller for an acoustic echo canceller includes a noise estimator configured to estimate a level of noise that is comprised in a microphone signal relative to an echo component, estimated by the acoustic echo canceller, comprised in the microphone signal. The controller further includes a control module configured to control the acoustic echo canceller in dependence on that estimate.

Abstract: A method for detecting user triggered call drops includes identifying one or more user terminated calls from a plurality of monitored calls. Signaling information associated with the identified user terminated calls is correlated with media channel information associated with the identified user terminated calls. A determination is made if termination of the one or more of the identified user terminated calls is related to quality of media across corresponding media channels. A predefined cause code is assigned to the one or more of the identified user terminated calls, in response to determining that the termination of the one or more of the identified user terminated calls is related to the quality of media across the corresponding media channels.

Abstract: A method and system to transcribe communications the method comprising the steps of obtaining an audio message originating at a first device during a voice communication session between the first device and a second device, providing the audio message to a first speech recognition system to generate a first transcript of the audio message, directing the first transcript to the second device, in response to obtaining an indication that indicates a quality of the first transcript is below a quality threshold, using a second speech recognition system to generate a second transcript based on the audio message while continuing to provide the audio data to the first speech recognition system to generate the first transcript and, in response to occurrence of an event that indicates the second transcript is to be directed to the second device, directing the second transcript to the second device instead of directing the first transcript.

Abstract: Techniques for reprioritizing waitlisted callers using biometric feedback. A biometric aspect of a calling user is monitored in real time via a sensor. A digital output characterizing an emotional state of the user is generated. The digital output is encoded and transmitted to a server via multi-frequency signaling. The server decodes the digital output and reprioritizes the calling user relative to other calling users in the waitlist, in order to expedite the calling user being serviced.

Abstract: A hearing user's device for communicating with a hearing impaired assisted user using an assisted user's device that includes a speaker and a display screen for broadcasting a hearing user's voice signal and presenting captioned text associated with the hearing user's voice signal to the assisted user, respectively, the hearing user's device comprising a microphone for receiving the hearing user's voice signal as spoken by the hearing user, a display screen and a processor linked to the microphone and the display screen, the processor transmitting the hearing user's voice signal to the assisted users device, the processor presenting a quality indication of the captioned text presented to the assisted user via the assisted users device for consideration by the hearing user.

Abstract: Presented herein is an audio endpoint for telecommunication operations with increased echo rejection. According to one example, the audio endpoint includes a housing body, an upper speaker assembly, a lower speaker assembly, and at least one microphone assembly. The upper speaker assembly is disposed near a top portion of the housing body and has an effective frequency range above a first frequency. The lower speaker assembly is disposed near a bottom portion of the housing body and has an effective frequency range below a second frequency. The microphone assembly includes a first microphone element and a second microphone element. The first microphone element is above the second microphone element so that they are vertically aligned. The first microphone element has an effective frequency range below the first frequency and the second microphone element has an effective frequency range above the second frequency.

Abstract: Systems and methods are described for modifying one of far-end signal playback and capture of local audio on an audio device. Frames of both a far-end audio stream and a near-end audio stream may be analyzed using a measure of voice activity, the analyzing producing voice data associated with each frame. Based on the voice data, a conference state may be determined, and one of playback of the far-end audio stream and capture of local audio on an audio device may be modified based on the determined conference state. By associating the likely intent with a predefined state, the device may further cull or remove unwanted or unlikely content from the device input and output. This may have a substantial advantage in allowing for full duplex operation in the case of more meaningful and continuing voice activity, particularly in the case where there are many connected endpoints.

Abstract: Methods and devices are provided for estimating crosstalk from a legacy line to a vectored line.

Abstract: A system and method for fraud detection and management are provided. The system includes a first communication device that receives a phone call from a second communication device, wherein a call flow of the phone call comprises one or more distinct phases. The system also includes a fraud detection and management system (FDMS) platform that determines whether the phone call exceeds a predetermined risk threshold at each distinct phase of the call flow.

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 system and method for an optimized, self-learning and self-organizing contact center has been developed. This system and method uses principles and tools of information theory, including the latent Dirichlet allocation which reduces information to specific predetermined topics and a distribution of topic related words to infer its hidden, generative underpinnings so to self-organize a contact center, infer its desired electronic versus human make up, and optimally route all customer requests to an electronic resource or a specific human agent best suited to respond to the request for maximal business value per interaction.

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: The present invention is suitable for use in call centers and in other environments that include multiple service representatives, in which the voice of one representative may be picked up by the telephone of another representative in the surrounding vicinity. Disclosed herein are various methods of and systems for receiving multiple audio streams from multiple microphones, finding the correlations between the multiple audio streams, and using the correlations to attenuate the ambient noise from each audio stream. Accordingly, a caller in a conversation with a service representative hears the representative's voice with much of the ambient noise removed.

Abstract: A contact center, communication system, and method are disclosed. An illustrative contact center includes a conversational analysis engine that is applied to media exchanged between a customer and a first agent during a first interaction and determines a context of the first interaction. The illustrative contact center further includes a repository of greetings for a second agent and a greeting from the repository of greetings for the second agent is selectable based on the determined context of the first interaction. The illustrative contact center further includes a network interface that facilitates a presentation of the selected greeting to the customer when the customer is transferred from the first agent to the second agent.

Abstract: A system and method of navigating an automated telephone answering system (TAS) may include recording incoming and outgoing portions of a call with the TAS, separating the recording into a series of prompt-response segments, customizing at least one response, and storing the segments as a script for use in subsequent calls to the TAS.

Abstract: A message processing method includes acquiring a voice message, selecting identification information corresponding to the voice message according to a marking policy corresponding to the voice message, and displaying the voice message carrying the identification information.