Abstract: A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system.

Abstract: A supervisor computer directly communicates, via User Datagram Protocol (UDP) packets, with a call control application software in a soft phone. The UDP packets provide real-time information, from a desktop of the soft phone, describing call activity and usage status of the soft phone. The supervisor computer is able to remotely control usage of the soft phone according to information provided by the UDP packets.

Abstract: A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system.

Abstract: A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system.

Abstract: A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system.

Abstract: A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient.

Abstract: A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user.

Abstract: A method, a system and a computer program product for determining one or more characteristics of a caller, utilizing the biometric characteristics of the caller. One or more biometric characteristics are detected when a request to place an outgoing call to one or more destinations is received at a first telecommunication device. When the request to place an outgoing call is a verbal request, one or more biometric voice samples are obtained. The biometric voice samples comprise the biometric characteristics of the caller. The biometric characteristics are extracted from the biometric voice samples, encoded into a datagram, and transmitted from the first telecommunication device to the outgoing call destination (i.e. a second telecommunication device). When the biometric characteristics are analyzed at the second telecommunication device, a display is generated depicting the mood, gender, age, urgency or other characteristics of the caller associated with the incoming call.

Abstract: A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent.

Abstract: A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient.

Abstract: A supervisor computer directly communicates, via User Datagram Protocol (UDP) packets, with a call control application software in a soft phone. The UDP packets provide real-time information, from a desktop of the soft phone, describing call activity and usage status of the soft phone. The supervisor computer is able to remotely control usage of the soft phone according to information provided by the UDP packets.

Abstract: A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent.

Abstract: A method of and system for managing a conference call among participants and a moderator provides a control mode in which only one participant can speak at time. All participants other than the speaker are muted. The system maintains a talk queue. When a participant requests to speak, the system places the participant in the talk queue. The system may announce to the moderator that the participant has registered to speak. The system may also announce to the moderator the participant's position in the talk queue. When a speaking participant relinquishes, or is preempted from, the speaking position, the system mutes the speaking participant. The system informs the participant at the top of the talk queue that it is his or her turn to speak and unmutes that participant, whereby that participant becomes the new speaking participant. The system removes the new speaking participant from the talk queue. The system may announce their respective positions to the other participants in the talk queue.

Abstract: A method, a system and a computer program product for determining one or more characteristics of a caller, such as the mood, gender, age, and urgency of the caller, utilizing the biometric characteristics of the caller. One or more biometric characteristics are detected when a request to place an outgoing call to one or more destinations is received at a first telecommunication device. When the request to place an outgoing call is a verbal request, one or more biometric voice samples are obtained. The biometric voice samples comprise the biometric characteristics of the caller. The biometric characteristics are extracted from the biometric voice samples, encoded into a datagram, and transmitted from the first telecommunication device to the outgoing call destination (i.e. a second telecommunication device).

Abstract: A method, a system and a computer program product for determining one or more characteristics of a caller, utilizing the biometric characteristics of the caller. One or more biometric characteristics are detected when a request to place an outgoing call to one or more destinations is received at a first telecommunication device. When the request to place an outgoing call is a verbal request, one or more biometric voice samples are obtained. The biometric voice samples comprise the biometric characteristics of the caller. The biometric characteristics are extracted from the biometric voice samples, encoded into a datagram, and transmitted from the first telecommunication device to the outgoing call destination (i.e. a second telecommunication device). When the biometric characteristics are analyzed at the second telecommunication device, a display is generated depicting the mood, gender, age, urgency or other characteristics of the caller associated with the incoming call.

Abstract: A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient.

Abstract: A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user.

Abstract: A method, system, and computer program product for autonomously transcribing and building tagging data of a conversation. A corpus processing agent monitors a conversation and utilizes a speech recognition agent to identify the spoken languages, speakers, and emotional patterns of speakers of the conversation. While monitoring the conversation, the corpus processing agent determines emotional patterns by monitoring voice modulation of the speakers and evaluating the context of the conversation. When the conversation is complete, the corpus processing agent determines synonyms and paraphrases of spoken words and phrases of the conversation taking into consideration any localized dialect of the speakers. Additionally, metadata of the conversation is created and stored in a link database, for comparison with other processed conversations. A corpus, a transcription of the conversation containing metadata links, is then created.

Abstract: A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user.

Abstract: A system, method, and computer-usable medium for routing a call. A server receives a call from a client. A routing engine captures a voice print from the call. In response to the routing engine capturing the voice print from the call, the routing engine compares the voice print to a database that includes a collection of voice prints. In response to the routing engine matching the voice print to at least one voice print among the collection of voice prints, an interactive voice response (IVR) module routes the call to an appropriate call queue based on the matching of the voice print. The appropriate queue routes the call from the appropriate call queue to a call center corresponding to the appropriate call queue.