Abstract: Embodiments of the present invention disclose a call processing method and a terminal. The method includes: receiving a first short message sent by a calling party, where the first short message includes an short message text, a preset flag bit, an association number, and a time, the preset flag bit is used to indicate that the short message text of the first short message indicates a reason why the calling party calls the called party, the association number includes a phone number of the calling party, and the time is a time at which the first short message is sent; determining, based on the association number and the time, an incoming call associated with the first short message; decapsulating the first short message to obtain the short message text of the first short message; and displaying the short message text in a related display interface of the incoming call.

Abstract: A system and method for detecting the occurrence of a gunshot are provided. The method may include receiving acoustic signals at a microphone indicative of a magnitude of the acoustic signal at a plurality of discrete frequencies, converting the acoustic signals to a digital signal and then employing a Goertzel algorithm based digital signal filter on the digital signal to produce Goertzel magnitudes at the plurality of discrete frequencies. The method subsequently determines if a maximum value of the digital signal is higher than a predefined threshold value. If the threshold value is exceeded, the method predicts if the Goertzel magnitudes at the plurality of discrete frequencies are indicative of a gunshot sound via gradient boosting; and, transmits a signal indicative of a gunshot occurrence after predicting if a possible gunshot event has occurred. A debouncer may also be utilized to suppress duplicative signals.

Abstract: A communications handler receiving incoming communications determines an appropriate contact center agent to receive the communication and modifies a graphical user interface (“GUI”) to notify the agent of the incoming communication. A plurality of communication session indicators provide status information for various communication sessions, and allow the agent to select one of several simultaneous communication sessions, which in turn alters the GUI to present information about that selected communication session. By selecting the corresponding communication session identifier, the agent can replace information for one communication session with another. The communication session indicators are updated to reflect the corresponding status of the communication session. The communication sessions include voice and non-voice channel types, wherein the non-voice channel types may include chat sessions, text sessions, and email sessions.

Abstract: An apparatus includes a hybrid adaptive active noise control unit (HAANCU) configured to provide an anti-noise signal to an ear speaker from a reference noise signal of a reference microphone and an error signal of an error microphone, a decimator configured to decimate the reference noise signal and error signal, an adaptive hybrid ANC training unit (AHANCTU) including at least one noise cancellation filter and a filter configured to provide a feedback signal to the at least one noise cancellation, which trains parameters of the AHANCTU based on the decimated reference noise signal, the decimated error signal, and the feedback signal. The apparatus further includes a rate conversion unit configured to up-sample the parameters and update the HAANCU with the up-sampled parameters.

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

Abstract: Novel tools and techniques are provided for implementing telephone solicitation prevention using enhanced voice over Internet protocol (“VoIP”) functionalities in conjunction with STIR/SHAKEN protocols. In various embodiments, in response to receiving a call setup message or a call request from a calling party, a call server might send a verification request to a secure telephone identity (“STI”) verification server (“VS”). The STI-VS might verify and send the call setup message to a no solicitation application server, which might instruct a media server to connect to a first gateway device and to play a no solicitation message requesting a response from the calling party, and which might verify whether the response is an appropriate response. If so, a call is established. If not, the call might be disconnected and/or forwarded to a voicemail server to play a voicemail message to the calling party in accordance with preferences of the called party.

Abstract: In an approach for recommending a response time for callback, a processor receives an indication to initiate a callback to a caller after the caller requests the callback from a callee, wherein the callee is a user whom the caller has called. A processor analyzes callback information. A processor determines a callback time based on the callback information. A processor sends an alert about the callback, wherein the alert includes the determined callback time.

Abstract: Disclosed are an in-ear detection method for a wireless earphone and a wireless earphone. This method includes acquiring a position parameter sent by a position detection module; determining that the wireless earphone has left a charging box based on the position parameter; controlling an audio playback module to emit a detection acoustic wave; acquiring a detection signal and identifying acoustic parameters of the detection signal, the detection signal being generated from a reflected wave of the detection acoustic wave collected by an acoustic wave sensor; and determining whether the wireless earphone is worn in a user's ear based on the acoustic parameters.

Abstract: A computer system routes contact center interactions. Interactions between contact center agents and contact center queries that are received at a contact center are monitored. A ranking model is trained according to the categories of the contact center queries and the interaction scores of each handled query using machine learning. The ranking model is tested according to various metrics to ensure that the ranking model ranks the agents according to one or more selected business outcomes. A net score may be determined for each contact center agent for each query category based on a predicted interaction score and one or more non-interaction features. Incoming queries may then be routed to an appropriate contact center agent based on the category of the incoming query. Embodiments may further include a method and program product for routing contact center interactions in substantially the same manner described above.

Abstract: A method is provided. Intermediate audio features are generated from an input acoustic sequence. Using a nearest neighbor search, segments of the input acoustic sequence are classified based on the intermediate audio features to generate a final intermediate feature as a classification for the input acoustic sequence. Each segment corresponds to a respective different acoustic window. The generating step includes learning the intermediate audio features from Multi-Frequency Cepstral Component (MFCC) features extracted from the input acoustic sequence. The generating step includes dividing the same scene into the different acoustic windows having varying MFCC features.

Abstract: An earpiece includes a glass earcup having an outer exposed surface, an inner surface, and an edge extending around the perimeter of the glass earcup. The earpiece further includes an upper enclosure to which the glass earcup is laminated, and a protective coating lining the edge of the glass earcup.

Abstract: An apparatus configured to: determine a viewing angle associated with at least one apparatus camera; determine from at least two audio signals at least one audio source orientation relative to an apparatus; and generate at least one spatial filter including at least a first orientation range associated with the viewing angle and a second orientation range relative to the apparatus.

Abstract: A system capable of connecting a device to a Public Switched Telephone Network (PSTN) using an adapter. During a telephone call using the PSTN, the adapter may receive an incoming call from the PSTN and send caller identification to remote server(s). The remote server(s) may determine an identity of a first user currently on the telephone call and determine that the incoming call is directed to a second user. Based on the caller identification, the remote server(s) may send a notification to the second user indicating the incoming call. Alternatively, the remote server(s) may interrupt the current telephone call to announce the incoming call. For example, if a parent is on the telephone when an incoming call for a child is received, the remote server(s) may send a text message to the child without interrupting the current telephone call.

Abstract: The method and system may provide a seamless handoff of user information from a drugstore to a call agent. When a customer communicates with a drugstore device regarding a drugstore-related inquiry, the drugstore device attempts to identify an answer to the drugstore-related inquiry. When the drugstore device does not identify an answer to the drugstore-related inquiry, the drugstore device initiates communication between the customer and a contact center. A transcribed version of the communication may be stored in a database accessible by the contact center along with additional user information for the customer related to the customer's experiences with the drugstore. The user information may be provided to a call agent's contact center device for display and in this manner, the call agent may be made aware of the communication to avoid asking repeat questions and to quickly and efficiently answer the customer's drugstore-related inquiry.

Abstract: A system for managing a conference call, the system comprising a call answering server configured to receive a call from an attendee device that has been forwarded from a host device, identify a conference call associated with the host device for the attendee device to join, receive a request from the attendee device to join the conference call, and connect the attendee device to the conference call.

Abstract: An audio system can be configured to generate an audio heatmap for the audio emission potential profiles for one or more speakers, in specific or arbitrary locations. The audio heatmap maybe based on speaker location and orientation, speaker acoustic properties, and optionally environmental properties. The audio heatmap often shows areas of low sound density when there are few speakers, and areas of high sound density when there are a lot of speakers. An audio system may be configured to normalize audio signals for a set of speakers that cooperatively emit sound to render an audio object in a defined audio object location. The audio signals for each speaker can be normalized to ensure accurate rendering of the audio object without volume spikes or dropout.

Abstract: An electronic device measures noise variability of background noise present in a sampled audio signal, and determines whether the measured noise variability is higher than a high threshold value or lower than a low threshold value. If the noise variability is determined to be higher than the high threshold value, the device categorizes the background noise as having a high degree of variability. If the noise variability is determined to be lower than the low threshold value, the device categorizes the background noise as having a low degree of variability. The high and low threshold values are between a high boundary point and a low boundary point. The high boundary point is based on an analysis of files including noises that exhibit a high degree of variability, and the low boundary point is based on an analysis of files including noises that exhibit a low degree of variability.

Abstract: A method of authenticating a service agent on behalf of a user, the method performed at a server and including: obtaining a unique identifier associated with a first communication session established over a first communication channel; storing the unique identifier in a data store; receiving, via a second communication channel, a validation request comprising verification information associated with the user; attempting authentication of the service agent by comparing the verification information with the unique identifier, and in response outputting a validation response via the second communication channel. If the verification information corresponds with the unique identifier, the validation response indicates successful authentication of the service agent, and if the verification information does not correspond with the at least one unique identifier, the validation response indicates unsuccessful authentication of the service agent.

Abstract: Disclosed in some examples are methods, systems, machine-readable media, and devices to provide a personalized experience, by making user data available to a skill in a personal assistant service. In an example, a third-party skill such as an automated bot may obtain user data (such as user profile and contextual information at runtime) to personalize and adjust an interaction to the user. Operations to implement the techniques may include: providing a data interface of the personal assistant service to expose user data maintained by the personal assistant service, based on user data privacy settings and third-party skill permissions; receiving a request from the third-party skill, via the data interface, to obtain the user data to in connection with performing some action of the third-party skill; and providing the user data to the third-party skill in response to the request, based on the permission settings and the privacy settings.

Abstract: Disclosed herein, among other things, are methods and apparatus for own-voice sensing in hearing assistance devices. One aspect of the present subject matter includes an in-the-ear (ITE) hearing assistance device adapted to process sounds, including sounds from a wearer's mouth. According to various embodiments, the device includes a hollow plastic housing adapted to be worn in the ear of the wearer and a differential sensor mounted to an interior surface of the housing in an ear canal of the wearer. The differential sensor includes inlets located within the housing and the differential sensor is configured to improve speech intelligibility of sounds from the wearer's mouth, in various embodiments.