Abstract: A method for routing incoming interactions in a contact center. The incoming interactions are instigated by customers for communicating with the contact center, and the contact center includes agents between which the incoming interactions are routed. The method includes: determining a routing interval; identifying received incoming interactions for inclusion in a received interactions batch, each of the received incoming interactions being identified as ones of the incoming interactions that are received within the routing interval; identifying candidate agents for inclusion in a candidate agent group, the candidate agents being identified as available ones of the agents to whom the received incoming interactions of the received interaction batch can be routed; and subsequent to the end of the routing interval, routing the received incoming interactions included in the received interaction batch to the candidate agents included in the candidate agent group.

Abstract: Techniques for managing call sessions in multi-display systems are described. For instance, the described techniques can be implemented to manage media content in the context of a client device that includes two or more housings attached via a hinge region such that the housings are pivotable relative to one another. The described techniques, for example, enable dynamic configuration of output of call sessions based on changes in user position relative to a client device.

Abstract: A hearing device, e.g. a hearing aid, is configured to be arranged at least partly on a user's head or at least partly implanted in a user's head. The hearing device comprises a) at least one input transducer for picking up an input sound signal from the environment and providing at least one electric input signal representing said input sound signal; b) a signal processor connected to the at least one input transducer, the signal processor being configured to analyze the electric input signal and to provide a transmit control signal in dependence thereof; c) a memory buffer, e.g. a cyclic buffer, for storing a current time segment of a certain duration of said at least one electric input signal, or a processed version thereof; and a transmitter for transmitting at least a part of said time segment, or a processed version thereof, to an external device in dependence of said transmit control signal.

Abstract: A PDCCH monitoring method, a terminal and a network device are provided. The method includes: monitoring PDCCH according to PDCCH blind detection capability information of N scheduling cells which are in M cells configured for UE by a network device and further including X scheduled cells; PDCCH blind detection capability information is related to a cell parameter of M cells and indicates maximum processing capability of UE in performing PDCCH blind detection in each or N scheduling cells per unit time; M and N are positive integers greater than or equal to 1, X is a positive integer greater than or equal to 0, M=N+X.

Abstract: The present invention relates to a device (40) for generating a control signal for an electrical system (S), comprising: an analog block (46) connected to the input (42) and to the output (44) of the generation device (40), the analog block (46) comprising an electrical circuit comprising a passive analog component, a measuring component and a generator, a digital block (50) comprising at least one digitally controllable component (70), the passive analog component of the electrical circuit being configured so as to generate the first component of the control signal and the generator of the electrical circuit being configured so as to generate the second component of the control signal, the electrical circuit being configured so as to sum the first and the second component that are generated in order to obtain the control signal.

Abstract: A communication apparatus includes a motion sensor, a communication device, and a control device. The motion sensor detects a gesture of a user. The communication device makes communication with a terminal device on another end, through a predetermined communication network. The control device acts as a controller. The controller causes the communication device to dispatch a call to the terminal device, when the motion sensor detects a prespecified gesture, in a state where a predetermined condition is satisfied.

Abstract: Systems and methods described herein can automatically route an inbound call from an identified customer to one of a plurality of agents, the agent being selected on the basis of likelihood of a favorable outcome. The method determines a predictive model appropriate for the identified customer, with model variables including call center data, and targeted marketing data based upon risk data for the customer. An analytical engine calculates outcome predictions by applying the predictive model to values of model variables over a recent time interval. In a time-series analysis, this calculation is repeated while dynamically adjusting the recent time interval, until identifying a call routing option that satisfies a favorable outcome criterion. This method may be used to select the agent to handle the incoming call, and optionally to select a product for that agent to discuss with the identified customer.

Abstract: A method operates a hearing device system which has a hearing aid and a peripheral device which provides a voice-controlled digital assistant. A microphone signal from the hearing aid is examined for own voice components of the wearer of the hearing aid. If own voice components are detected by the hearing aid the microphone signal is examined for a pre-defined activation command for the digital assistant. If the activation command is recognized, a portion of the microphone signal representing the activation command and a subsequent speech sequence is processed by the hearing aid for a speech recognizer of the digital assistant using an algorithm. The processed portion of the microphone signal is transmitted to the peripheral device.

Abstract: A method includes selecting a customer of a company; constructing a digital footprint of the selected customer. The method includes inputting the digital footprint to an artificial intelligence (AI) engine. The method includes obtaining one or more probability values from the AI engine based on the input digital footprint. The method includes selecting a call driver, from among a plurality of call drivers, as a predicted call driver. The method includes providing the predicted call driver to a call center associated with the company.

Abstract: A hard phone, a method for implementing a traffic operation, a call center system, and a non-transitory computer-readable storage medium. The hard phone may include: a processing module (11), an input module (12), a sending module (13), a display device (14), and a receiving module (15). The display device (14) displays different types of traffic operation instructions such that a user carries out selection. The input module (12) receives the traffic operation instruction inputted by the user and an identity identification of a target attendant, and transmit to the processing module (11). The processing module (11) processes the traffic operation instruction and the identity identification according to a preset protocol, and then transmit same to the sending module (13), and send to a server via the sending module (13). The receiving module (15) receives and transmit the execution result to the processing module (11).

Abstract: A wearable multifunction device or earpiece or a pair of earpieces includes one or more processors, at least one microphone coupled to the one or more processors, a biometric sensor coupled to the one or more processors, and a memory coupled to the one or more processors, the memory having computer instructions causing the one or more processors to perform the operations of sensing a remaining battery life and based on the sensing, prioritizing one or more of the functions of always on recording, biometric measuring, biometric recording, sound pressure level measuring, voice activity detection, key word detection, key word analysis, personal audio assistant functions, transmission of data to a tethered phone, transmission of data to a server, transmission of data to a cloud device.

Abstract: A method for load sharing class 1 SCCP messages includes receiving a class 1 SCCP message requiring global title translation (GTT). The method includes performing GTT for the message to select a load sharing group for the message. The method further includes generating a message signal unit (MSU) load sharing key using parameters from a combination of message transfer part (MTP) layer parameters and signaling connection control part (SCCP) layer parameters. The method further includes using the MSU load sharing key to select a destination address from the load sharing group for the message. The method further includes inserting the destination address into the message. The method further includes routing the message to a destination corresponding to the destination address.

Abstract: Techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based, desktop application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The desktop application may collect data associated with use of the container application image and transmit the collected data to a contact center server. The contact center server may process the data, in some instances along with data from additional desktop applications on additional client devices, to implement one or more integrated models across the contact center environment.

Abstract: A number management unit (11) of a number management system (1) generates a transaction to be managed in a blockchain based on number portability information obtained by receiving a number update request, generates a block obtained by aggregating multiple transactions, approves a suggested block by confirming normality of the block, and stores the block by connecting the block to a blockchain in a number database (13). If a reset of the block in the number database (13) is suggested, the number management unit (11) transmits, to multiple number management apparatuses (10), a reset suggestion block including, as a transaction, a reset suggestion, which is information indicating a suggestion for a reset, and if the reset suggestion block is approved, the number management unit (11) discards the blockchain in the number database (13).

Abstract: Systems and methods for predictive cross-platform customer service include receiving first data about a service provider system that includes a plurality of customer service platforms. First user interaction rules are determined based on the first data received. A first condition is then determined to exist in the service provider system based on the first data and the first user interaction rules. First instructions for the service provider system are then determined based on the first condition to achieve a customized user response. The first instructions are provided for the service provider system such that the plurality of customer service platforms has access to the first instructions. Second data of a user interaction with at least one customer service platform is received when the first instructions have been executed. The first instructions are updated to second instructions based on the second data received.

Abstract: A method includes, receiving protocol event data from a plurality of probes within the telecommunication system, associating the protocol event data into a call, wherein the protocol event data comprises processes in a plurality of protocols, mapping the protocol event data into a per-call finite state machine, wherein the finite state machine represents possible call states in multiple protocols between call setup and termination, wherein the mapping is performed at least in part within a duration of the call, and after termination of the call, creating a call data record that includes information from the per-call finite state machine and Key Performance Indicator (KPI) information of the call.

Abstract: An intelligent interface responds to a received order by initiating payment from an electronic wallet. An IP network interface receives requests. From the requests, an order program receives an order destined to a client establishment. A response is generated with payment options from an electronic wallet associated with the source phone number. Selection of one of the payment options in the response causes the order program to process the payment for the order from the electronic wallet and forward the order to the client establishment.

Abstract: Systems and methods for acoustic event detection model selection are disclosed. For example, models may be calibrated utilizing audio samples from sound output by specific audio-output devices. Thereafter, a determination may be made as to which audio-input devices are near a give audio-output device and a model selector may select a model trained to detect an acoustic event produced by the audio-output device. The proximate audio-input device(s) may be configured with the selected model to detect the acoustic event.

Abstract: A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

Abstract: A method and system for audio mixing in a teleconference using a Session Description Protocol (SDP) and Real-time Transport Protocol (RTP) signaling of audio mixing gain is provided. The method includes receiving an input audio stream from a 360-degree video/audio stream that includes an audio mixing gain which includes audio gain from the input audio stream and audio gain from overlay audio streams, declaring a RTP header extension for the input audio stream using the SDP, the RTP header extension, and signaling the audio mixing gain based on a single attribute of the SDP using the RTP header extension. An element of the RTP header extension may include an element identifier, a length of an extension element, and a magnitude of the audio mixing gain of the RTP header extension. The RTP header extension may use a one-byte or two-byte header extension format which is declared using the SDP.