Abstract: A system and method for a communication analytics system comprises a communication device and a system analyzer and the system analyzer is configured to continuously monitor electronic communications over the one or more communication devices and identify one or more communication activities associated with the electronic communications. The system analyzer is further configured to translate the one or more communication activities into communication data, store the communication data in a database and identify one or more correlations from the communication data.

Abstract: The earphone (1) is adapted to be arranged in an operating position at a first ear (5) of a user (4) and, in the operating position, provide a first acoustic output signal (SO) to the first ear (5). The earphone has a first input unit (31) adapted to receive a first audio input signal (SI); a first noise cancellation signal path (37) with a first microphone (26) and a first noise cancellation filter (32), wherein the first microphone (26) is arranged to receive ambient sound (SA) from ambient space (7) with the earphone in the operating position and is adapted to provide a corresponding first reference signal (SR), and wherein the first noise cancellation filter (32) is adapted to apply a first transfer function (H) to the first reference signal (SR) to provide a first noise cancellation signal (SC).

Abstract: Customer relationship management (‘CRM’) implemented in a computer system, including administering, by an artificial intelligence agent (‘AIA’) of a CRM application of the computer system, with a customer representative on behalf of a tele-agent, as structure of computer memory of the computer system, a communications session comprising one or more communications contacts with the customer representative; and effecting by the AIA communications with the tele-agent in support of the communications session.

Abstract: A user-customized call filtering system and method for vetting and filtering incoming calls from unwanted callers including robocallers. The system and method includes a user-customized call filter software application hosted on a cloud-based system that communicates with a native call filter application stored on end-user devices including smart phones, over a wired or wireless communication network. The native call filter application includes a host of pages that are selected by and presented to, end-users to customize a blacklist and whitelist with telephone numbers associated with incoming calls that are unwanted and terminated, granted immediate access to end-users, or granted access to end-users based on predefined schedule filters that are defined by geographic location of originating callers, geographic location of end-users, and/or on a particular date, day, and/or time.

Abstract: The present invention relates to communications methods and apparatus dynamically detecting and/or mitigating anomalies in communications systems/networks.

Abstract: Embodiments include methods, systems and computer program products for automating actions of a mobile device during a call with an automated phone system. Aspects include determining that a phone call is being made to the automated phone system from the mobile device. Aspects also include obtaining automation information for the phone call. Based at least in part on the automation information, aspects include automatically performing at least one of providing data to the automated phone system and executing an action on the mobile device.

Abstract: One embodiment of the present application sets forth a computer-implemented method that includes receiving, from a first microphone, a first input acoustic signal, generating a first audio spectrum from at least the first input acoustic signal, wherein the first audio spectrum includes a set of time-frequency bins, and selecting a first time-frequency bin from the set based on a first local space-domain distance (LSDD) computed for the first time-frequency bin.

Abstract: Novel tools and techniques are provided for implementing prevention of foreign initiated fraudulent or unauthorized use of calling service. In various embodiments, a computing system might receive, from a first user device associated with an originating party, a request to access a first account of a calling system and an access code. Based on a determination that the received access code is valid, the computing system might determine whether the first user device associated with the originating party is located in a foreign country. If so, the computing system might determine whether a database contains a configurable flag indicating that international access is not allowed for the first account. If so, the computing system might initiate one or more first actions. If not, the computing system might provide the first user device with access to the first account of the calling system.

Abstract: An earphone and connection cable can be connected to the housing of the earphone with a robust and reliable plug connection. The plug connection includes a coaxial plug having rotationally symmetrical plug contacts and is surrounded with a plastic encapsulation. When the plug connection is inserted the plastic encapsulation forms a first bearing location for receiving mechanical forces acting laterally on the plug while at least one of the plug contacts of the coaxial plug forms a second bearing location for receiving such forces. The distance from the first to the second bearing location in that case is greater than the diameter of the plug contacts of the coaxial plug.

Abstract: Various example implementations are directed to methods and apparatuses for facilitating conferenced communications. In one of various examples involving audio signals received from a plurality of participants of a digital audio conference, a logic circuit is to process the audio signals via respective audio input circuits respectively associated with each of the endpoint devices, and, in response to a subset of the different audio signals deemed or qualified as having a loudest audio input as compared to other ones of the different audio signals, each of the other ones of the different audio signals are assigned to an encoder pool based on a codec associated with the digital audio conference. Digital audio packets for the digital audio conference associated with the subset of the different audio signals deemed or qualified as having a loudest audio input are then encoded for broadcast.

Abstract: A method comprises establishing a communication session between an agent and at least one of a caller and a called party. The method comprises establishing a communication session between an agent and at least one of a caller and a called party and monitoring the communication session for one or more audit triggers. The method comprises detecting the one or more audit triggers. The method comprises, in response to detecting the one or more audit triggers, sending a notification to a client, the notification identifying one or more communication session auditing procedures available for the communication session. The method comprises receiving, from the client in response to the notification, a request to audit the communication session using at least one of the available one or more communication session auditing procedures. The method comprises performing the requested at least one communication session auditing procedure.

Abstract: A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a first message is sent to the communication endpoint that indicates the communication session has been placed on hold. A second message is received from the communication endpoint that indicates that a user of the communication endpoint would like to play personal media while the communication session is on hold. The communication session is later taken off hold. In response to determining that the communication session is taken off hold, a third message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Abstract: A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.

Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

Abstract: Automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. When it is determined that the session is no longer in the on hold status, user interface output is rendered that is perceptible to a calling user that initiated the session, and that indicates that the on hold status of the session has ceased. In some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. In response, a response solicitation signal is injected into an outgoing portion of the audio. The audio stream can be further monitored for a response (if any) to the response solicitation signal. The response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.

Abstract: A system is provided that employs visual-based programming for self-service knowledge center and workflow. The visual-based programming employs modularized executable instructions that can be instantiated a graphical element that can be quickly assembled and/or linked to other modularized executable instructions without programming language proficiencies.

Abstract: Provided are a computer program product, system, and method for classifying a digital speech sample of a call to determine routing for the call. A digital speech sample of a call agent is processed to categorize speech as having an agent speech attribute. Information is received on a caller speech attribute initiating a call to the call center. The caller speech attribute results from categorizing a caller digital speech sample of the caller as having the caller speech attribute. A call agent of call agents having a call agent speech attribute that matches the caller speech attribute is selected and the call is routed to the selected call agent to process the call.

Abstract: Method, apparatus, and program code embodied in computer-readable media, for providing enhanced echo suppression in a conferencing system having at least one microphone and at least one speaker. At least one microphone input signal is received, and at least one speaker input signal is provided. At least one processor has at least one primary echo-suppressor and at least one secondary echo-suppressor. The at least one primary echo-suppressor receives (i) the microphone input signal(s) and (ii) the speaker input signal(s). The at least one primary echo-suppressor provides at least one echo-suppressed microphone signal. The at least one secondary echo-suppressor receives the at least one echo-suppressed microphone signal and provides an output signal. The at least one processor provides the at least one echo-suppressed microphone signal to the at least one secondary echo-suppressor without providing the at least one speaker input signal directly to the at least one secondary echo-suppressor.

Abstract: A device communicates with a user device via a communication session, determines user information relating to the user device or a user of the user device, and determines that the user device is placed on a hold status. The device determines, using a machine learning model, a type of media item to be presented to the user device, where the machine learning model has been trained to identify types of media items to present to user devices when the user devices are placed in the hold status, and selects a media item corresponding to the type of media item. The device presents the media item to the user device via the communication session, determines that the user device is no longer placed on the hold status, and causes the media item to cease being presented.

Abstract: A multi-call management system for allowing a user to toggle between a first call and a second call, allowing the user to send and receive messages between the first and second callers.