Abstract: A system implements voice detection using a receiver, a voice analyzer, and a voice identifier. The receiver receives a transmission from a transmission channel associated with a channel identification. The transmission includes a voice input. The voice analyzer analyzes the voice input and generates a plurality of voice metrics according to a plurality of analysis parameters. The voice identifier compares the voice metrics to one or more stored sets of voice metrics. Each set of voice metrics corresponds to a voice identification associated with the channel identification. The voice identifier also identifies a match between the voice metrics from the voice analyzer and at least one of the stored sets of voice metrics.

Abstract: A system is disclosed for presenting a plurality of scripts to a contact. A system includes a dialer, controller, Input/Output devices, and a memory containing modules for execution on a processor. A script player module plays a plurality of prerecorded audio file scripts. A presentation module presenting a plurality of script options to an agent. An input module receives an agent input corresponding to at least one of the script options. A profile module stores a contact profile reflecting contact-specific data, and the presentation module presents script options to the agent based upon the profile for outputting contact-specific scripts.

Abstract: An apparatus for distinguishing a voice is described. In one embodiment, the apparatus includes a server with a communication interface, a frame generator, and a sound analyzer. The communication interface processes an incoming communication stream with an echo canceller to cancel echo in the communication stream. The frame generator operates on a processor and generates a plurality of frames from the communication stream. Each of the plurality of frames contains data for a period of time from the communication stream. The frame generator also assigns a frame value to each of the plurality of frames. The sound analyzer determines a status of the communication stream by analyzing the frame values of the plurality of frames.