Abstract: A process-based, automated phone fraud management system that operates over a communication network to protect a user from attempted fraud by a fraud agent is disclosed. Local application software interacts with server software to provide alerts for a protected user based on phone numbers known to be, assumed to be, or found to be associated with fraud agents. The server keeps lists of phone numbers, and searches those lists to classify phone numbers. Phone calls to or from numbers associated with a fraud agent are interrupted. Questionable calls are converted to text and the text is then searched to identify words and phrases commonly associated with phone fraud.

Abstract: A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.

Abstract: A contextual lead generation in an automated communication link establishment and management system may store information related to sales calls. The system may identify strengths and weaknesses of a sales representative. The system may provide training content to the sales representative in real time base on the identified strengths and weaknesses.

Abstract: Missed voice stream portions are replayed at a late entry subscriber device (SD) in a wireless radio network. The SD joins a voice call on a radio channel via a base station and detects that it is late to the call. The SD continues to receive a remaining portion of the call and plays back the portion of the call. The SD detects an end of the voice call, and (i) transmits a request message including an indication of a first duration of the portion of the call received or (ii) detects a similar message from another SD. The SD then receives an indication of a total duration of the voice call and calculates a third duration as a function of the total duration and the first duration. The SD receives and plays back the missed portion of the call for the third duration.

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract: The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.

Abstract: The disclosure relates to an audio signal processing apparatus for processing a plurality of audio signals defining a plurality of audio signal spectra, the audio signals to be transmitted to a listener in such a way that the listener perceives the audio signals to originate from virtual positions of a plurality of audio signal sources. The audio signal processing apparatus comprises a selector configured to select a spatial arrangement of the virtual positions of the audio signal sources relative to the listener from a plurality of possible spatial arrangements, and a filter configured to filter the plurality of audio signals on the basis of the selected spatial arrangement.

Abstract: A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.

Abstract: An electronic system includes: a communication unit configured to provide a conference bridge; a storage unit, coupled to the communication unit, configured to implement a code for the conference bridge; a control unit, coupled to the storage unit, configured to: determine a security setting for the conference bridge; and disconnect a connection from the conference bridge based on the security setting.

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: A communications connection comprises intermediate connection points (6,11) connected by a non-conducting communications link (20), with conversion equipment in one or both intermediate points for converting communications between electrical and non-electrical carriers, and each being arranged to be powered from the respective ends (1, 12). If a metallic path (18) is present between the two intermediate points, the system can be arranged to use this for a limited connection service in the event of loss of electrical power to one or both of the intermediate points (6,11).

Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.

Abstract: A method for generating loudspeaker signals associated with a target screen size is disclosed. The method includes receiving a bit stream containing encoded higher order ambisonics signals, the encoded higher order ambisonics signals describing a sound field associated with a production screen size. The method further includes decoding the encoded higher order ambisonics signals to obtain a first set of decoded higher order ambisonics signals representing dominant components of the sound field and a second set of decoded higher order ambisonics signals representing ambient components of the sound field. The method also includes combining the first set of decoded higher order ambisonics signals and the second set of decoded higher order ambisonics signals to produce a combined set of decoded higher order ambisonics signals.

Abstract: A system and method are presented for predicting contact center behavior. In one embodiment, closed form simulation modeling may be used to simulate behavior from input distributions. Models may be created through staging and analysis of historical Automatic Call Distribution data. Service level, average speed of answer, abandon rate, and other data may be predicted to generate forecasts and analysis of contact center behavior. Examples of behavior may include staffing levels, workload, and the Key Performance Index of metrics such as service level percentage, average speed of answer, and abandonment rate percentage.

Abstract: A method for determining a spam caller phone number is disclosed. The method may include obtaining N suspicious numbers in a call record set, wherein the N suspicious numbers are first N unknown numbers in a predetermined number of target call records that have the highest frequencies of appearance, determining whether a spam caller feature word recorded in a preset dictionary exists in keywords contained in a target call record of each suspicious number, and if a spam caller feature word recorded in the preset dictionary exists in keywords contained in the target call record of a suspicious number, determining the suspicious number to be a spam caller phone number.

Abstract: A communications handler manages incoming communications of different channel types and determines an appropriate contact center agent to receive the communication, based on which communication type and the number of sessions for each type, that an agent can handle. The performance of the agent handling the various communication sessions across the channel types is measure and monitored. If the agent's performance crosses a threshold indicating an unacceptable decrease in performance, a channel type/session may be de-assigned in order to improve the agent's performance. If the agent's performance is stellar and allows, then a further channel type or communication session of a channel type may be added. Various graphical user indications for managing the channel type performance and de-assignment are presented.

Abstract: A determination is made whether to handle a request associated with a specific number range by a physical telephone number mapping service instance provisioned for handling the request for the specific number range or a virtual telephone number mapping service instance provisioned for handling the request for the specific number range. If it is determined that the request should be handled by the physical telephone number mapping service instance, forwarding of the request from the physical telephone number mapping service instance to the virtual telephone number mapping service instance is prevented. If it is determined that the request should be handled by the virtual telephone number mapping service instance, forwarding of the request from the virtual telephone number mapping service instance to the physical telephone number mapping service instance is prevented.

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 (“CARM”), which is configured to generate and update a checkpoint widget displayed to the agent. The CARM may also store, and retrieve, meta-data regarding speech which may have been detected in conjunction with the checkpoint. The meta-data may be stored in a manner that is separate from storing the audio recordings of the call. The CARM may also process user search queries for checkpoint meta-data for calls based on various specified criteria. The checkpoint meta-data for a particular call may be then selected and reviewed by the supervisor separate from the retention of the audio of that call.

Abstract: A system and method for monitoring telephone calls to detect call traffic pumping activity and take corrective action is described. The system receives a group of training telephone calls having associated call audio content and associated information, and the system analyzes the training telephone calls to generate and store a classification model that correlates call features and associations with a probability of call traffic pumping activity. The system receives a subsequent monitored telephone call to be analyzed. The system analyzes the monitored telephone call to identify features present in the audio content of the monitored telephone call and other associated information. The system then compares the features and associated information to the stored classification model in order to determine a probability that the monitored telephone call is associated with call traffic pumping activity.

Abstract: One or more embodiments of techniques or systems for intelligent data presentation are provided herein. Data can be presented on similar devices having different characteristics in different manners. For example, data may be rendered in a first manner on a first device having one monitor, the same data may be rendered in a second manner on a second device having two displays or a different display size. Financial information, sales data, banking information, etc. may be presented in a variety of ways based on capabilities or properties of a device accessing the information or data. Similarly, renderings may be selected based on interaction capabilities or interaction options a user may have with different renderings or presentations. In other embodiments, user interaction with an automated teller machine (ATM), call center, vehicle, or other interface can be based on device properties or device capabilities.