Abstract: A server determines a number of devices preceding a user device in a user queue of devices for communication with a contact center agent device. The server determines a number of contact center agent devices available for the communication. The server calculates an estimated wait time for the user device based on the number of devices preceding the user device, the number of contact center agent devices, and wait times of user devices, distinct from the user device, requesting communications with the contact center agent device.

Abstract: A computer-implemented method and system for enhancing interaction between a customer using a client computer and a customer service representative of a company using a workstation. A Web session is commenced on a Web site for the client computer of the customer, wherein the Web session includes displaying a first Web page to the customer. A telephonic interaction is commenced between the customer and the customer service representative and a split screen is displayed on the workstation. The split screen including the first Web page and a second Web page, wherein the second Web page is only viewable by the customer service representative. An application is caused to be moved from the second Web page to the first Web page for review and interaction by the customer via the client computer.

Abstract: A multi-channel model train sound reproduction system, in which digital sound files are assigned to a particular channel. The channel assignment may be fixed or variable depending on operation state. For the variable embodiments, channel assignment is preferably done in real time according to the configuration that will produce the highest quality sound reproduction.

Abstract: A display device includes: a display panel; a first sound generator disposed on one surface of the display panel, where the first sound generator vibrates the display panel to output a first sound; and a first vibration damping member disposed between the display panel and the first sound generator, where the first vibration damping member reduces a vibration displacement of the display panel.

Abstract: A method for rerouting communication in a unified communications network is disclosed. The method includes receiving an inbound call at a first session border controller and determining a redirect number mapped to the inbound call number. The inbound call can be routed to a first call destination based on the redirect number. During the inbound call, a transfer request may be received from a server associated with the first call destination, and a new destination number may be determined for transferring the inbound call. An out-of-band transfer request may be transmitted to one or more servers maintaining the inbound call, and one or more connections associated with the inbound call to the first call destination may be dropped based on the out-of-band transfer request. The inbound call may then be rerouted to a second call destination based on the new destination number identified in the out-of-band transfer request.

Abstract: Various implementations include adaptive masking of environmental sound. Particular implementations are configured to adjust a masking sound based on one or more detected environmental sound sources. An example method includes: measuring environmental sound proximate to an audio device, outputting a masking sound at the audio device, and adjusting at least one of: a volume of the masking sound, a spectrum of the masking sound, or content of the masking sound based on the measured environmental sound.

Abstract: Context data may be received corresponding to a first communication session that includes a first user and a second user that joins the first communication session on behalf of a customer account. The context data may be provided to the first user and the second user. The context data may be stored in a searchable data storage that stores a communication session context history for the customer account. Search requests may be received, from the customer account, for searching the communication session context history. Responses may be provided based at least part on the context data. The context data may include second session information for joining a second communication session between the first user and the second user. Requests to join the second communication session may be received based on the second session information, and the second communication session may be established between the first user and the second user.

Abstract: Arrangements for intelligent call routing are provided. Audio data from a call between an agent device and a user device may be received and a topic of the call and metadata may be extracted from the audio data. The extracted topic and metadata may be compared to an alert signals database to output whether an alert will be attached to the call. Agent parameters associated with the agent who is part of the call may be identified. A machine learning model may be executed by inputting, to the model, the extracted topic, extracted metadata, the output of whether the alert will be attached to the call, and the agent parameters, to output a routing signal. Based on the routing signal, a second call communication session may be initiated between the agent computing device and a computing device of at least one of another agent or a supervisor.

Abstract: According to one embodiment, a method, computer system, and computer program product for adjusting an audible area of an avatar's voice is provided. The present invention may include receiving, at a microphone, a source audio; creating a received audio; calculating, by a generative model, a voice propagation distance of a user based on the source audio, the received audio, and a templated text sentence describing a category of a mixed reality environment experienced by the user; drawing a virtual circle within the mixed reality environment centered on a user avatar representing the user and with a radius equal to the voice propagation distance; and transmitting the source audio to one or more participants within the mixed-reality environment represented by one or more participant avatars located within the virtual circle.

Abstract: A method for managing an unallocated telephone number in a communication network, the telephone number being previously allocated to a user of the communication network until a suspension date. The method is implemented by an item of equipment of the network and includes: obtaining information relating to a call set-up request received by the communication network to the telephone number during an observation period of time subsequent to the suspension date; updating, according to the information relating to the call set-up request, information relating to an activity level of the telephone number in the communication network, the information relating to an activity level being representative of a number of requests to set-up a call to the telephone number received by the network for the given observation period and storing in a data table the information relating to an activity level of the telephone number in association with the telephone number.

Abstract: Turntable control systems are disclosed. A playback device can include an analog audio source component such as a turntable. The playback device is configured to cause playback of first audio based on analog audio signals generated by the analog audio source component. Based on an indication that analog audio signals are no longer being generated, the playback device requests, via a network interface, audio content from one or more remote computing devices. The request can include identifying related content based on the first audio. The playback device receives, via the network interface, second audio content from, and causes playback of second audio based on the second audio content.

Abstract: A wearable electronic device is provided. The electronic device includes a processor operatively connected to a wireless communication circuit, a first audio mixer, a second audio mixer, a first audio output interface, a second audio output interface, and a speaker, the processor being configured to detect output of a plurality of audio signals including a first audio signal having a first property, transmit the first audio signal having the first property to the first audio mixer, transmit remaining audio signals to the second audio mixer, transmit the first audio signal to the first audio output interface to output the first audio signal through the speaker, synthesize the remaining audio signals into a second audio signal using the second audio mixer, and transmit the synthesized second audio signal to the second audio output interface to output the second audio signal through the external device.

Abstract: A system for generating an expandable pool of virtual agents to provide solutions in a virtual environment comprises a call center server in communication with a metaverse server. The call center server generates the virtual agents with corresponding skills of each real-world agent using a machine learning model based on historical observation operations performed by each particular real-world agent and a historical rule set to address the service issue. The metaverse server identifies the virtual agents in the virtual environment. The call center server routes a service inquiry with a service issue from a user equipment of a user to the metaverse server when determining that a particular real-world agent is not available. The metaverse server identifies a first virtual agent with a first skill and conducts a first interaction between the first virtual agent and a user avatar to generate the customized solution to address the service issue.

Abstract: Methods and apparatus for call traffic anomaly mitigation are described herein. One or more embodiments include receiving a scoring request including a telephone number associated with a telephone call at a scoring device from a call processing entity, receiving a violator list of telephone numbers and their corresponding severity values at the scoring device from an anomaly analyzer, determining a severity value associated with the telephone number by performing a lookup operation in the violator list, performing a random simulation using the severity value as a probability to determine an indicator value, and inputting the indicator value into a model to determine a call reputation score.

Abstract: The present disclosure relates to a hearing aid with an RF antenna arranged within the hearing aid's housing, and a loudspeaker positioned in the ear canal of the user. The RF antenna is configured to receive and/or transmit electromagnetic RF signals within a first frequency range enclosing a first frequency of resonance of the RF antenna corresponding to a first wavelength. The hearing aid further comprises one or more electric leads electrically connected to lead one or more electric signals within a second frequency range not overlapping the first frequency range between the loudspeaker in the ear canal of the user and an electronic circuit in the housing, with the one or more electrical leads being decoupled, at a connector end of the one or more electrical leads, by means of one or more decoupling components.

Abstract: A computer-implemented method for dynamically prioritizing inbound interactions in a digital multi-channel contact center. The computer-implemented method includes for each inbound interaction via a digital channel: (i) operating an interaction analyzer module to extract one or more metadata parameters from the inbound interaction; (ii) operating a prioritization module to calculate a Digital Interaction Priority Score (DIPS) of the inbound interaction based on the one or more metadata parameters; and (iii) forwarding the DIPS to an interaction distribution module to route the inbound interaction to an agent based on the DIPS. The DIPS is periodically updated until the interaction is assigned to the agent.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for an automated calling system are disclosed. In one aspect, a method includes the actions of receiving audio data of an utterance spoken by a user who is having a telephone conversation with a bot. The actions further include determining a context of the telephone conversation. The actions further include determining a user intent of a first previous portion of the telephone conversation spoken by the user and a bot intent of a second previous portion of the telephone conversation outputted by a speech synthesizer of the bot. The actions further include, based on the audio data of the utterance, the context of the telephone conversation, the user intent, and the bot intent, generating synthesized speech of a reply by the bot to the utterance. The actions further include, providing, for output, the synthesized speech.

Abstract: A method for adaptive predictive routing in a contact center system according to an embodiment includes identifying an interaction to be routed to a contact center agent, determining, for each agent cohort of a plurality of agent cohorts in sequential order and for a cohort time period associated with the respective agent cohort, whether a contact center agent within the respective cohort is available to be routed the interaction, wherein the plurality of agent cohorts is in sequential order based on descending agent performance scores for at least one key performance indicator, and routing the interaction to a first contact center agent determined to be available to be routed the interaction.

Abstract: The invention provides a USB microphone for wireless transmission, which relates to the specific application in the field of U-band wireless transmission. It is a USB microphone for wireless transmission, comprising a holder and a base shell. The top of the holder is attached to the fixing frame by screws. Within the fixing frame there is a mute button attached by screws, a microphone core and lithium batteries. The first PCBA board is screwed inside the fixing frame. The second PCAB board is screwed inside the base shell, and it is provided with an output for USB at one end. A face shell is set on top of the base shell. By combining UHF wireless transmission with a USB microphone, the invention frees the USB microphone from the length of the USB cable and enables USB transmission of digital signals for recording while being used wirelessly.

Abstract: Disclosed herein are system, method, and computer program product embodiments for machine learning systems to process incoming call-center calls based on caller preferences. Text of historical interactive communications of a set of first callers are used to train one or more machine learning models to extract caller preferences. These trained models extract caller preferences for a second caller to generate a customer specific profile. An automated call center assistance system is configured to selectively route, based on the customer specific profile, a current call from the second caller to a call center agent and communicate one or more of the caller preferences for the second caller to the call center agent for consideration in an interactive communication during the current call.