Abstract: Methods and systems are described for call recording, e.g. in a VoIP system. At least one endpoint may be configured to terminate a call. A recording system may be configured to record call content data from multiple endpointsA the controller may receive, from a call exchange, interaction metadata relating to calls starting and terminating at the endpoint; receive notifications relating to call content from the recording system; and match the interaction metadata to the notifications.

Abstract: A system and method for managing video storage in a network including continuously receiving in real time, at a recording server, from an edge device having a local storage, a plurality of incoming packets pertaining to a video stream, determining that at least one packet of the video stream is missing, and retrieving from the edge device the missing packets stored in the local storage, while continuing receiving additional incoming packets pertaining to the video stream in real time.

Abstract: A method, apparatus and a computer readable medium for skipping macro blocks of a compressed video. The method includes, for at least one INTER frame, saving a set of macro blocks including at least one of a macro block having a motion vector greater than a predetermined motion vector threshold, a macro block having positional correspondence to at least one macro block having a motion vector, a macro block having a size greater than a predetermined macro block size threshold, and a macro block having positional correspondence to a second macro block in a previous group of pictures, the second macro block having a motion vector. The method deletes and marks as skipped one or more remaining macro blocks, and merges the set in an order to create a compressed frame including a skipped macro block. The processor implements the method, and the computer readable medium contains processor instructions.

Abstract: A method and system for indicating in real time that an interaction is associated with a problem or issue, comprising: receiving a segment of an interaction in which a representative of the organization participates; extracting a feature from the segment; extracting a global feature associated with the interaction; aggregating the feature and the global feature; and classifying the segment or the interaction in association with the problem or issue by applying a model to the feature and the global feature. The method and system may also use features extracted from earlier segments within the interaction. The method and system can also evaluate the model based on features extracted from training interactions and manual tagging assigned to the interactions or segments thereof.

Abstract: A system and method is provided for generating logic to automate target applications. The logic may be programmed in a virtual environment using mock-up screen elements that mimic the behavior of real screen elements in the target applications environments. The programmed logic may be executed in a computer system using the real screen elements in the target applications environments. The operating environment may be switched between the virtual environment in a mock-up mode and the target applications environment in a real mode.

Abstract: A system and method for estimating velocity of a mobile station in a wireless communication system using time-frequency signal processing and a geographical database. The geographical database is used for prediction of ray trajectory and ray power to provide an estimate of propagation delay associated with database points.

Abstract: A system and method for adapting a language model to a specific environment by receiving interactions captured the specific environment, generating a collection of documents from documents retrieved from external resources, detecting in the collection of documents terms related to the environment that are not included in an initial language model and adapting the initial language model to include the terms detected.

Abstract: A computer-implemented method for assessing the quality of performance of agents engaged in customer-representative interaction-related sessions is provided. The method includes capturing screen events of a computational representative to form a captured event, wherein the screen event is a graphical user interface (GUI) element shown on a screen coupled to the computational device; parsing the captured event according to one or more criteria to obtain screen event data that contains text; triggering recording of screen data associated with the computational device, if the screen event data matches a user defined text search criterion; and performing computer-based automated quality measurement analysis based on the screen event data.

Abstract: A system and method for identifying an author of a social media interaction. A social media profile may be received for a user interacting in a social media interaction in a social media environment. The social media profile may include identification parameter(s) defining personal information registered to the user in the social media environment and content parameter(s) defining content of the user's social media interaction. For each of a plurality of customers registered in a contact center environment, a contact center profile may be received for the customer including identification parameter(s) defining personal information registered to the customer in the contact center environment and content parameter(s) defining content of the customer's past contact center interactions. The user's social media profile and customer's contact center profile may be compared to determine if the social media user and contact center customer have the same identity.

Abstract: A device, system and method is provided for monitoring a user's interactions with Internet-based programs or documents. Content may be extracted from Internet server traffic according to predefined rules. Extracted content may be associated with a user's Internet interaction. The user's Internet interaction may be stored and indexed. The user's Internet interaction may be analyzed to generate a recommendation provided to a contact center agent while the contact center agent is communicating with said user for guiding the user's interaction, for example, in real-time. Traffic other than Internet server traffic may also be used.

Abstract: The subject matter discloses a method, comprising obtaining a current retention time of storage associated with a digital recorder; obtaining current bitrates of channels used to transmit video captured by edge devices communicating with the digital recorder. The method then determines change in compression rates to be allocated to at least a portion of the channels according to the current retention time and the current bitrates and transmits the change in compression rates to be allocated to the channels to edge devices communicating with the digital recorder. The method can be implemented in a system in which several digital recorders use the same storage.

Abstract: In one embodiment, an indication of a Decision Request or an Update Request may be received, where the Update Request is activated independent of user activity. A user state pertaining to at least one user may be received, obtained, accessed or constructed. For the Decision Request, one or more actions may be scored according to one or more value functions associated with a computing device, a policy associated with the computing device may be applied to identify one of the scored actions as a decision, and an indication of the decision may be provided or applied. For the Update Request, the one or more value functions and/or the policy may be updated. An indication of updates to the one or more value functions and/or an indication of updates to the policy may be provided.

Abstract: In one embodiment, an indication that a decision has been requested, selected, or applied with respect to one or more users may be obtained. After the indication that a decision that has been requested, selected, or applied is obtained, a value function may be updated, where the value function approximates an expected reward associated with the one or more users over time since the decision has been requested, selected, or applied with respect to the one or more users. The value function may be updated by performing or providing one or more updates to the value function, where a time at which each of the one or more updates is performed or provided is independent of activity of the one or more users.

Abstract: A computerized method for sales optimization including receiving at a computer server a digital representation of a portion of an interaction between a customer and an organization representative, the portion of an interaction comprises a speech signal of the customer and a speech signal of the organization representative; analyzing the speech signal of the organization representative; analyzing the speech signal of the customer; determining a distance vector between the speech signal of the organization representative and the speech signal of the customer; and predicting a sale success probability score for the captured speech signal portion.

Abstract: Some embodiments of the present invention refer to an apparatus and method for managing video storages. The method may include periodically receiving parameters indicative of a level of performance of video storage units and detecting up-down states of the video storage units upon receipt of an instruction to record video data. The method may further include detecting writing rates and reading rates of video data associated with the storage units and selecting one of the video storage units to record the video data, based on the parameters received, the detected up-down states, the detected writing rates and the detected reading rates.

Abstract: System and method for recording communication sessions in a peer-to-peer communication networks. A conference call may be established between an external end-device, a target agent end-device of a call center and a recorder over a peer-to-peer communication network. After the conference call is established, the recorder may receive media transferred between the external end-device and the target agent end-device and record that media.

Abstract: In one embodiment, a set of boundaries may be obtained, where the set of boundaries includes boundaries for each of one or more bins. The boundaries for each of the one or more bins may include a lower boundary and an upper boundary, wherein the set of boundaries of the one or more bins together defines a contiguous range of data values capable of being stored in the one or more bins. A data value may be obtained. The data value may be added to one of the one or more bins according to the boundaries of the one or more bins. It may be determined whether to modify the set of boundaries. The set of boundaries may be adjusted according to a result of the determining step.

Abstract: In one embodiment, an indication of a Decision Request or an Update Request may be received, where the Update Request is activated independent of user activity. A user state pertaining to at least one user may be received, obtained, accessed or constructed. For the Decision Request, one or more actions may be scored according to one or more value functions associated with a computing device, a policy associated with the computing device may be applied to identify one of the scored actions as a decision, and an indication of the decision may be provided or applied. For the Update Request, the one or more value functions and/or the policy may be updated. An indication of updates to the one or more value functions and/or an indication of updates to the policy may be provided.

Abstract: Systems and methods for identifying an appearance of an object in a video stream, include receiving, in real-time, an indication of an area of interest, from a user, within a frame of a video stream. The area of interest may include an image of an object. Automatically analyzing the characteristics of the area of interest, finding a frame in which the object first appears in time in the video stream and displaying to the user the video stream starting from the frame in which the object first appears.

Abstract: A business rules engine includes dynamic objects to support dynamically addressable facts. The business rules engine is configured to reduce the need for developer resources to provision resources and adjust/adapt input data and output which would traditionally be required. As a result significant cost advantages are provided in the use of a business rules engine.