Abstract: Techniques to synchronize video data and audio data of a video-call over heterogeneous communications transports are disclosed. A transmitting client device adds synchronization indicia for a first communications transport to the video data and synchronization indicia for a second communications transport to the audio data. A receiving client device receives the video and audio data in a buffer, synchronizes the video and audio data, and removes the synchronization indicia for both the video and audio data with a filter. Disclosed techniques to optimize the synchronization include selectively dropping video frames in order to reduce delay, to reduce memory footprint, or to meet quality of service levels as set by a user.

Abstract: A dialer is configured to connect an agent to a call upon answer and present information to a computer workstation used by the agent as to whether the call was answered by a live person or an automatic call answering device (“ACAD”). An agent override timer is started allowing the agent to override the determination of whether a live person or ACAD answered the call. If an ACAD is reported to have answered the call and the agent does not provide an override indication or provides an override indication after the expiry of the agent override timer, then the agent may be disconnected from the call. If an agent override indication is received prior to the expiry of the agent override timer, then the agent is not disconnected from the call. This allows the agent to override an incorrect determination by the dialer as to an ACAD answering the call.

Abstract: Described and disclosed is a system and method for routing and delivering medical phone messages efficiently in a hospital or clinic setting. The invention includes extending a call resource accessible to medical personnel and patients through an application programming interface and recording communications between users of the system. Messages may then be routed to an appropriate user. Employed is a dual-tone multi-frequency signaling system and setting a sample rate using a global parameter, sample rate and a frame size. The system and method have ability to leave a message mid-call based on the dual-tone multi-frequency signaling wherein the system leaves a generic message while the user is navigated to leave an actual voice message all in a “in-call” process that is transparent to the user.

Abstract: A method of video conferencing among two or more video conference endpoints is provided, wherein the method comprises steps of: processing media data of the video conference into unified coding formats while switching media data of the video conference between the two or among more video conference endpoints; and saving the processed media data into recording files of continuous presence mode and lecture mode, wherein the recording file of continuous presence mode saves media data generated by the two or more video conference endpoints, the recording file of lecture mode saves media data generated by a video conference endpoint who is the lecturer in the video conference. Accordingly, a device of video conferencing is provided.

Abstract: A real-time speech analytics system (“RSTA system”) detects a speech condition during a call involving a contact center agent and a remote party. Upon detecting the speech condition, an alert message is provided to an alert reporting module (“ARM”), which is configured to access various data to form a RTSA alert. In one embodiment, the RTSA alert is a transient alert indication overlaid on an agent icon on a grid where the agent icon represents the agent and is displayed to a contact center supervisor. Information on the type and severity of the alert may be conveyed by text and non-text images, such as icons, colors, or symbols. A number representing a cumulative number of alert messages received for each agent may be indicated in an alert bubble overlaid on the agent icon. A viewer is able to request detailed alert data upon selecting the alert bubble.

Abstract: A video conference session is established between a plurality of meeting clients, where each meeting client includes a computing device that communicates via a network and at least one host server with computing devices of other meeting clients. A presenter is established for the video conference session, where the presenter includes at least one of the meeting clients, and audio and video content generated from the presenter is provided to other meeting clients within a base room of the video conference session, where the presenter provides audio content to the base room in a first language. In response to at least one meeting client selecting a translation of the audio content from the presenter from the first language into a second language, audio content is provided to the at least one meeting client in the second language during the ongoing video conference session.

Abstract: A real-time speech analytics system (“RSTA system”) detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a checkpoint and alert reporting module, which is configured to generate and update a checkpoint widget displayed to the agent. The checkpoint widget provides visual information regarding the status of the checkpoints encountered during the call. Checkpoint widgets may be stored for each call handled by an agent, and subsequently may be requested for display to a supervisor for reviewing of the agent's performance. Upon providing appropriate filter information, the selected widgets associated with the agent are displayed. By selecting a particular checkpoint indicator on a widget, audio from the call associated with that checkpoint is retrieved and streamed to the supervisor, thus allowing auditory review of that portion of the call.

Abstract: Systems and method for modifying an image in a video feed are described. In some aspects, a plurality of images are received from a plurality of client computing devices. Each image within the plurality of images includes a face. The plurality of images are modified according to a baseline face position and a baseline face size. At least a portion of the modified plurality of images are provided for display to at least one of the plurality of client computing devices.

Abstract: An external capability for measuring roundtrip latency in a conferencing system is provided. The external capability for measuring roundtrip latency in a communication system may include functions of generating a content event, detecting the content event in a received content stream including the content event, determine a first time associated with generation of the content event and a second time associated with detection of the content event, and computing a roundtrip latency based on a difference between the second time and the first time. The content event may be a visual event or an aural event. These functions may be implemented using one or more modules or elements. A computing device may be used to generate and detect the content event and to compute the roundtrip latency. Various other arrangements of modules or elements may be used to provide the functions.

Abstract: A method, system and logic cooperate to display presentation content as a presentation content portion of an image displayed at a videoconference endpoint. The presentation content includes at least one of text and graphics. A videoconference endpoint sends an electronic request to a multi-point control unit, MCU, to increase a scale of the presentation content portion of the image displayed at the videoconference endpoint. The MCU changes an encoding of the presentation content to increase the scale of the presentation content portion of the image. The MCU then sends the enhanced presentation stream, which includes the presentation content portion having an increased scale of the image, to the videoconferencing endpoint. A purpose of changing the scale is to improve legibility of content that may be contributed at, and view by others at, a resolution superior to that received by the endpoint requesting the modification of the presentation content.

Abstract: Implementations relate to a system for video encoding and conversion including an image resolution conversion component operable to convert a resolution of a source image frame from a first resolution to a second resolution to produce a first intermediate image frame at the second resolution; an image conversion component operable to receive the first intermediate image frame and convert an image size of the first intermediate image frame to another image frame size to produce a first viewable image frame; an image viewer component operable to display the first viewable image on a first display; a color space conversion component comprising a luminance conversion component and a chrominance operable to receive the first viewable image frame and convent a first luminance value and a first chrominance value of the first viewable image frame to a second intermediate image frame having a second luminance value and a second chrominance value.

Abstract: A more accurate determination of the disposition of a call origination is made in a contact center by mapping ISDN cause codes to reflect whether a call attempt was made to a remote party. Certain cause codes reflect various conditions where a call may originate from a contact center, but for various reasons, was not offered to the remote party, or more specifically, to an interface associated with the telephone number of the remote party. Reflecting these calls as incomplete calls, as opposed to call attempts, allows the contact center to more accurately reflect the number of call attempts. Accurately tracking the number of call attempts is important to comply with various state and federal regulations regulating the number of call attempts during a given time period. Further, incomplete calls may be symptomatic of a facility failure requiring attention, for which an alert may be generated to an administrator.

Abstract: Techniques are provided for image-based real-time gesture recognition. Video data of a person is obtained. Pixels are classified in the video stream at a given time instance during a time period as a foreground or a background pixel. A data entry is generated comprising data indicating foreground history values for each of a plurality of time instances of the video stream and data indicating a time period value. When the classifying indicates that a first pixel is a foreground pixel, the data structure associated with the first pixel is evaluated to determine whether or not to update a foreground history value associated with the first pixel at the given time instance. A motion gradient vector is generated for the video stream based on the foreground history value associated with the first pixel and foreground history values associated with other pixels.

Abstract: A wireless device described herein can use information on data flow, in addition to indications from the physical network, to decide on suitable bandwidth usage for audio and video information. This data flow information is further used to determine an efficient network route to use for high-quality reception and transmission of audio and video data, as well as the appropriate time to switch between available network routes to improve bandwidth performance.

Abstract: Presented herein are techniques for creating video for participants in a video conference. A designated primary video stream is decoded and the resulting video composed in accordance with a primary sub-picture portion of a frame. Other video streams are designated as secondary video streams output by secondary entities, and are decoded and composed in accordance with a secondary sub-picture portion of the frame structured for the secondary entities. The composed primary video stream is encoded for display at each secondary entity, to obtain encoded slices of a primary video stream. The composed secondary video stream is encoded for display at one of the secondary entities, to obtain encoded slices of a secondary video stream. The encoded primary and secondary video streams are combined at the encoded slice level into a single video stream for transmission to, and decode and display at, the one of the secondary entities.

Abstract: A real-time speech analytics system (“RSTA system”) detects speech in a specific context during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a checkpoint and alert reporting module, which is configured update a checkpoint widget. The checkpoint widget provides visual information as to the status of the checkpoints encountered during the call and is displayed using a computer display associated with a workstation used by the agent handling the call. As checkpoints are encountered during the call, the checkpoint indicators in the widget are modified to reflect occurrence of the checkpoint. Each checkpoint indicator may have text associated with it, informing the user of the nature of checkpoint. The checkpoint widget may be displayed to the agent and/or a supervisor, allowing ready determination of the status of the call.

Abstract: Embodiments of the present invention provide a method and an apparatus for processing audio in video communication. The method includes: acquiring audio data and audio source position information corresponding to the audio data in the video communication, and performing longitudinal-depth processing on the audio data according to the audio source position information. According to the embodiments of the present invention, the audio data and the audio source position information corresponding to the audio data in the video communication are acquired first, and then the longitudinal-depth processing is performed on the audio data according to the acquired audio source position information to make it be audio data that provides a longitudinal-depth feeling that matches the audio source position information, so that sounds generated by objects at different front/back positions can be distinguished in the video communication.

Abstract: A system, method, and apparatus for reminding users with declining cognitive abilities that remote assistance from a caregiver is available and for providing a simplified way of requesting the assistance. The assistance may be provided through a videoconference on a patient assistance apparatus, which may comprise a screen, speaker, and microphone. The apparatus may remind the user when the user is present at or near the apparatus, which may be detected through a motion or proximity sensor. When the user is near, the apparatus may output an assistance inquiry message which proactively asks whether the user needs assistance. The apparatus may then receive a verbal or other form of inputted response. Based on the user's response, the apparatus may initiate a videoconference with the remote caregiver. The apparatus may also output a message inquiring whether the user is present, which may allow a remote caregiver to initiate a videoconference.

Abstract: Embodiments generally relate to processing media streams during a multi-user video conference. In one embodiment, a method includes obtaining at least one frame from a media stream, and determining a plurality of coordinates within the at least one frame. The method also includes obtaining at least one media content item, obtaining one or more parameters from a remote user, and adding the at least one media content item to the at least one frame based on the plurality of coordinates and the one or more parameters.

Abstract: Embodiments generally relate to processing media streams during a multi-user video conference. In one embodiment, a method includes obtaining at least one audio file and obtaining one or more parameters from a remote user. The method also includes adding user-specified audio content from the at least one audio file to a media stream based on the one or more parameters.