Abstract: A central unit for a digital conferencing system comprises a processing unit arranged for receiving a plurality of first control signals from a plurality of interpreter desks and indicating which interpreter channel is selected on an interpreter desk, and for identifying, based on the first control signals, which interpreter is interpreting in which interpreter channel and arranged for returning to and displaying on the plurality of interpreter desks a plurality of feedback signals. The central unit is arranged for receiving a plurality of second control signals from a plurality of listening units, and indicating which audio channel on a listening unit of the plurality of listening units is selected, for deriving, based on the plurality of second control signals, a total of listeners per listening channel and for sending to and displaying on the plurality of interpreter desks, information on the total of listeners per listening channel.

Abstract: A method for passive enrollment and identification of a telephone caller to a called telephone number, comprising the steps of audio recording a telephone call; identifying and separating any multiple speakers on the telephone call and specifying a one of the multiple speakers; creating a net speech portion of the telephone call by trimming portions of audio recording from the beginning and end of the audio recording; processing the net speech portion against an existing Biometric Voice Print (BVP) database; creating a new BVP for the at least one of the multiple speakers if no match of the net speech portion against the BVP database is found in the processing step; comparing subsequent calls against the BVP, whether existing or created, to identify the at least one of the multiple speakers; and associating in a cluster all subsequent calls having voice prints matching the BVP.

Abstract: Systems and methods for improved e911 call handling. The system enables users to create multiple categories of callers. When a user makes a 911 (emergency) call, different categories of users receive different treatment. A call from a public safety access point (PSAP), for example, can receive a recorded message or a text message indicating that the user is already connected to a PSAP. A caller on a favorites list may also receive the same, or similar, treatment. General callers, on the other hand, can be sent to voicemail, as is currently the practice for all callers. The system can enable callers to be informed as to why the user is not answering, rather than being sent to voicemail with no explanation. The system can be used to provide this additional information to family members, business contacts, PSAPs, and other important callers.

Abstract: A system and methods for reliable call recording testing and proprietary customer information retrieval, wherein recording may be both active and passive in nature, recording call audio from the moment a call begins such as to include dial tones, IVR interactions, and other non-conversation call contents that may generally be omitted in traditional recordings. These recordings may then be compared to similar recordings collected by traditional systems to “align” the recordings, identifying portions of the call that may have been omitted from one recording by using audio fingerprinting to match recordings up for improved analysis.

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 call recording test suite comprising a call recording test manager stored and operating on a network-connected computing device and a test database, wherein the call recording test manager connects over a network to a call recording system and verifies the existence of an expected call recording and stores the results of the query in the database, and a method for call recording testing for a specific call recording, and a method for call recording testing using a synthetic test call.

Abstract: A controller for an acoustic echo canceller is described. The controller 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: Disclosed is an echo canceller including: a false echo calculator that calculates false echo signals by performing a filtering operation using each of current and previous filter-coefficient groups which used by an adaptive filtering unit on a sequence of reception signals (x(n)); an evaluation value calculator that calculates evaluated values of an echo cancellation quantity on the basis of a voice-transmission signal (y(n)) and the false echo signals; a false echo selector that selects an estimated echo component from the false echo components on the basis of the evaluated values of the echo cancellation quantity; and a signal output unit (Sout) that outputs a residual signal (e(n)).

Abstract: Storing a message in a conversation involving a contact of a contact center and an agent of the contact center includes receiving, by a computer of the contact center, the message, wherein the conversation comprises a plurality of messages and then a) identifying redundant information in the received message that is redundant based on one or more of the plurality of messages; and b) identifying derivable information that is derivable from a data source external to the received message. Next, a modified message is generated by eliminating the redundant information and the derivable information from the received message; and the modified message is stored. The modified message can include a number of separate parts, each selectively compressed by a respective compression algorithm.

Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

Abstract: Provided are methods, systems, and media for Internet Advertising. Exemplary methods may include: providing an advertisement including a first identifier to a website using at least one of a template and an application programming interface (API), the advertisement to be displayed on the website; receiving a communications session initiated by an end customer using the first identifier, the communications session including a second identifier associated with the end customer; accepting the communications session when the second identifier is not included in a black list; retrieving a record associated with the end customer using the second identifier; determining to provide a promotional message to the end customer using the record; selecting an offer using the record; providing the promotional message to the end customer using the communications session, the promotional message including the offer and a request for an indication of interest.

Abstract: The present invention relates to a system for retrieving information from a network such as the Internet. A user creates a user-defined record in a database that identifies an information source, such as a web site, containing information of interest to the user. This record identifies the location of the information source and also contains a recognition grammar based upon a speech command assigned by the user. Upon receiving the speech command from the user that is described within the recognition grammar, a network interface system accesses the information source and retrieves the information requested by the user.

Abstract: Updating filter coefficients during echo cancellation is disclosed. In some embodiments, a communication device may include a processor configured to operate a background filter configured as an adaptive filter, operate a foreground filter configured as a fixed filter; and update the foreground filter with coefficients from the background filter responsive to monitoring a history of both a near-end signal energy and an estimated far-end signal energy for a pre-determined time window in which conditions of each of the near-end signal energy and the estimated far-end signal energy are satisfied.

Abstract: An electronic device, an echo signal cancelling method thereof and a non-transitory computer readable recording medium is provided. The electronic device according to an exemplary embodiment includes a speaker configured to output a sound corresponding to a reference signal, a microphone configured to generate a microphone signal by obtaining a received sound, and a filter configured to cancel an echo signal of the reference signal from the microphone signal. In addition, the filter includes a first filter configured to estimate an echo signal of the reference signal and cancel the estimated echo signal from the microphone signal, and a second filter configured to generate an adaptive gain to cancel a residual echo from the microphone signal in which the estimated echo signal is canceled, and generate an output signal by using the generated adaptive gain and the microphone signal in which the estimated echo signal is canceled.

Abstract: A real-time speech analytics system (“RSTA system”) detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a module, which is configured to generate a topic meta-data record stored in a topic meta-data file. A real-time topic dashboard indication may be presented on a graphical user interface to a user based on analysis of a plurality of topic meta-data records. Selection of the topic dashboard indicator may result in presentation to the user of further text-based information about detection of the speech event for one or more calls. Selection of the further information for a particular call may result in a corresponding portion of recorded audio of that call associated with the speech event to be retrieved using the corresponding topic meta-data record and played to the user.

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: To handle a failover condition, a media server receives a request, from a first application server, to stream a first media message in a media channel of a communication session. The first media message is streamed in the media channel of the communication session by the media server. Once the first media message has ended, a status message can be sent to the first application server to determine if the first application server has failed. If a response to the status message is not received (i.e., because the first application server has failed), the media server can stream a second media message during a period where a second application server is failing over for the first application server. If a response to the status message is received, the second media message is not streamed.

Abstract: An echo path monitoring system for controlling an adaptive filter configured to estimate an echo of a far-end signal comprised in a microphone signal, the system comprising a comparison generator configured to compare the microphone signal with the estimated echo to obtain a first comparison and compare an error signal, which represents a difference between the microphone signal and the estimated echo, with the estimated echo to obtain a second comparison, and a controller configured to combine the first and second comparisons to form a parameter indicative of a state of the microphone signal and, in dependence on said parameter, control an operating mode of the adaptive filter.

Abstract: A gain control system for applying gain to a far-end signal, the system comprising: a signal identifier configured to detect an echo of the far-end signal in a microphone signal; and a path estimator configured to estimate a characteristic of an echo path of the detected echo, wherein: the signal identifier is further configured to detect a near-end signal from the microphone signal; and in response to detecting the near-end signal, the gain control system is configured to adjust the gain applied to the far-end signal in dependence on the estimated characteristic of the echo path.

Abstract: A system, method and apparatus for managing voicemail in a communication session between a sending communication device and a receiving communication device are provided. It is determined at the receiving communication device that a voicemail is to be created. The voicemail based on content received via the sending communication device. The voicemail is recorded. The voicemail is caused to be stored at resources associated with the sending communication device.