Abstract: A mobile application for a wireless handheld computing device, such as a smartphone, is disclosed in combination with a communication link establishment and management system. Systems and methods are disclosed for calling desired contacts using a smartphone that can take advantage of the power and efficiency of agent-assisted dialing provided by the communication link establishment and management system. The systems and methods automatically integrate with a customer relationship management (CRM) system connected to the communication link establishment and management system.

Abstract: Embodiments disclosed herein include headphone devices with spatially diverse antennas employing multiple operational modes and antenna switching policies. The headphone device may identify a current mode of operation and wirelessly communicate with at least one external device based at least in part on the current mode of operation. Further, operating in a first mode of operation, the headphone device may cause switching circuitry to selectively couple a first antenna to the common port in accordance with a first antenna switching policy. While operating in the second mode of operation, the headphone device may cause circuitry to selectively couple a second antenna to the common port in accordance with a second antenna switching policy that is different from the first antenna switching policy.

Abstract: A platform can receive information regarding a user interaction, wherein the user interaction is associated with one or more channels that correspond to respective interfaces or media for the user interaction; retrieve supplemental information associated with the user interaction, wherein the supplemental information relates to at least one of: a state of a managed device associated with the user interaction, or a previous user interaction; identify, based on the information regarding the user interaction or the one or more channels, one or more models to process the information regarding the user interaction and the supplemental information, wherein the one or more models are identified from a plurality of models; determine, using the one or more models, an action to be performed with regard to the user interaction; and provide information identifying the action.

Abstract: Disclosed herein are a system, method, and computer-readable medium with instructions for recommending a service provider based on a user's approximate current location. The service provider may be recommended for a service that is verified under a user's insurance policy and is also within proximity to the user's approximate current location. The user's approximate current location may be determined by location-based technology. The entity that receives and/or recommends the service provider may initiate a request for the service from the service provider. Further embodiments are related to routing a call to provide information to the user that is responsive to the user's location-relevant request. For example, systems, such as an automotive telematics system, may request information and be routed to the appropriate division of a user's insurance provider such that the automotive telematics system can provide services to the user that are user-specific (e.g., covered by the user's insurance policy).

Abstract: A power output circuit supplies an audio power output signal that is adjusted to prevent clipping when needed based on an estimate of available energy from the power supply supplying the power output circuit. The power output circuit may be an audio power output circuit that generates an audio power output signal from samples of an audio program that are stored in a buffer. A processing block determines an energy requirement for producing the audio power output signal from the audio program and adjusts an amplitude of the audio power output signal in conformity with the determined energy requirement and an available energy determined for the power supply so that the audio power output signal is reproduced without clipping of the audio power output signal.

Abstract: Method starts with processing, by processor, receiving audio signal of communication session between member-related client device and agent client device. Processor processes audio signal to generate caller utterances, each including audio caller utterance and transcribed caller utterance. Caller utterances includes first and second caller utterances. For each of the plurality of caller utterances, processor generates relationship data based on transcribed caller utterance, generates identified task based on transcribed caller utterance, and generates task completion probability result based on audio caller utterance, relationship data, and identified task, and stores the task completion probability result in a database. Processor computes agent action ranking score that is based on difference between task completion probability result of first caller utterance and task completion probability result of second caller utterance that precedes first caller utterance.

Abstract: Methods, systems and computer program products are provided for aggregating a active speaker channels, receiving, through an input interface, a selection of a solo speaker channel representing one of the plurality of speaker channels and setting the audio level of any one of the solo speaker channel and at least one non-solo speaker channel, or a combination of both the solo speaker channel and the at least one non-solo speaker channel.

Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Abstract: The present application discloses a detection method and a detection device for the audio signal, the detection method comprising one or multiple times of audio detection, the audio signal is a SPDIF signal, and each time of the audio detection comprises: a statistical sampling step, sampling the SPDIF signal based on Biphase Mark Code, and counting according to the sampled data to obtain the number of state changes or the number of state unchanges of the SPDIF signal; and a determination step, determining whether the SPDIF signal is a muted SPDIF signal according to whether the number of state changes or the number of state unchanges of the SPDIF signal is within a predetermined range. The purpose of this application is at least to achieve the music detection function of the audio signal without performing full signal decoding on the SPDIF signal.

Abstract: A head-worn audio system includes a support frame, a first contact element configured to contact a first portion of a head of a user, a first actuator coupled to the support frame and configured to move the first contact element, a first sensor configured to generate a first sensor signal indicating a first state of the first contact element and a second sensor signal indicating a second state of the first contact element, and a processor. The processor is communicatively coupled to the first actuator and the first sensor and is configured to cause the first actuator to move the first contact element from a first position that corresponds to the first state to a second position that corresponds to the second state, wherein, in the second state, the first contact element is in contact with the head of the user.

Abstract: A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.

Abstract: There is disclosed in one example an audio processor, including: an audio crossover to separate a first frequency band from a second frequency band, the first frequency band having a lower frequency band than the second frequency band; an excursion estimator to estimate from information of the first frequency band a predicted excursion of a low-frequency driver; an interpolator to interpolate an adjustment to the second frequency band to compensate for the estimated excursion; and circuitry to drive the adjusted second frequency to a receiver.

Abstract: A method for calculating excursion of a diaphragm of a speaker, which includes: calculating a DC resistance based on a feedback signal of the speaker; calculating an impedance based on the feedback signal and the DC resistance; calculating a transfer function between a signal and a velocity of the diaphragm of the speaker based on the DC resistance, the impedance, and a force factor; and calculating the excursion of the diaphragm of the speaker based on an input signal and the transfer function.

Abstract: Initiating a conference call includes receiving a conference call request message from an initiating user specifying a plurality of other users and determining an availability of the other users to receive conference call invitations. A conference call is initiated between the initiating user and one or more of the other users that are determined to be available. The availability of one or more of the other users determined to be unavailable is monitored and interaction with a conference call invitation by one or more of the other users determined to be unavailable is enabled upon their monitored availability changing from unavailable to available. The interaction with the conference call invitation by the other users is conditioned on whether the conference call is still in progress.

Abstract: Techniques are described for forecasting and dynamic routing of incoming routing service requests in a service environment that includes one or more call centers. Implementations apply a doubly stochastic modeling technique to modeling call volumes, call wait times, calling handling times, and/or other parameters in a service environment that includes one or more call centers that include multiple skill codes for the service representatives. By simultaneously modeling on different time scales, such as modeling both inter-day and intra-day correlations, implementations are able to provide an analysis that exploits more of the structure in the data compared to traditional techniques. Implementations can also integrate in other types of time series for other effects that may impact the call volume or other parameters in a service environment, such as exogenous and/or anomalous variables that are independent of other inter-day and/or intra-day trends exhibited in the data.

Abstract: Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a callback or a text response to the issue is provided to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a response system for resolution. A response entity from the appropriate skill group determines and provides an issue response via callback or text message to the caller device, e.g., to the caller's mobile phone.

Abstract: The disclosure provides a system, comprising: a MEMS capacitive transducer, comprising one or more first capacitive plates coupled to a first node and one or more second capacitive plates coupled to a second node; biasing circuitry coupled to the first node, operable to provide a biasing voltage to the one or more first capacitive plates; and test circuitry coupled to the second node, operable to: selectively apply one or more current sources to the second node, so as to charge and discharge the MEMS capacitive transducer and so vary a signal based on a voltage at said second node between an upper value and a lower value; determine a parameter that is indicative of a time period of the variation of the signal; and determine a capacitance of the MEMS capacitive transducer based on the parameter that is indicative of the time period.

Abstract: An earpiece in accordance with at least some embodiments of the present technology includes a housing and a speaker within the housing. The earpiece also includes an antenna at least partially embedded within a wall of the housing. The wall includes a window portion and an opaque portion extending around the window portion. The antenna is visible from outside the housing via the window portion. The window portion includes a transparent filler within an elongate groove in the wall. The antenna includes a radiating element within the groove, and feeding and shorting pins extending through respective openings between the groove to an interior of the housing. Making the earpiece can include disposing filler material over the radiating element, increasing a hardness of the filler material, and abrading an outer surface of the wall at the filler material to form a smooth surface.

Abstract: The present disclosure describes receiving a trigger operation indication that content has been selected by a user device, and determining whether the content offers a recurring audio content data. The operation may also include retrieving a first audio content and transmitting the first audio content to the user device.

Abstract: A system and method of adjusting an audio output in one location so that its propagation into another location is reduced. As a first device in a first location generates sound, a second device in a second location detects the propagated sound. The first device then adjusts its output based on the detected sound.