Abstract: A system may separate a transcript of a conversation into a first section corresponding to a first speaker in the conversation, and a second section corresponding to a second speaker in the conversation. The system may process, based on delimiters and punctuation marks, the first section and the second section to form a first speaker transcript and a second speaker transcript; determine, based on one or more topic models, a first set of key terms associated with the first speaker transcript and a second set of key terms associated with the second speaker transcript. The system may generate, based on a common set of key terms associated with the first set and the second of key terms, a first transcript summary of the first speaker transcript and a second transcript summary of the second speaker transcript; and generate a summary based on the first and the second transcript summaries.

Abstract: Disclosed herein are various embodiments for a customer callback system. An embodiment operates by determining a call action indicating a customer to whom a representative is to speak. Data corresponding to an identifier associated with a computing device of the customer and an ad history indicating when a plurality of ads were presented to an application on the computing device of the customer over a defined period of time are retrieved. Based on the data, a pattern associated with when the customer is using the computing device is generated. The pattern is based on a comparison of a first period of time a second period of time during when ads were presented to the computing device. Based on the pattern, a target time indicating when to perform the call action is produced.

Abstract: A system and a method for providing resiliency in a telephony communication system are provided. The method includes: receiving registration information that relates to a requested service, the registration information including a service name, a resource identifier such as a directory number, at least one pool, and status information; and mapping the received registration information to a database that associates the name of the requested service with the resource identifier and each pool and associates each pool with the status information; and transmitting at least two Uniform Resource Locators (URLs), including a primary URL and a backup URL, for providing the requested service.

Abstract: Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.

Abstract: A device for sound localization includes a spatial feature generator, a voice detector, an angle selector, and an angle retriever. The spatial feature generator generates M spatial feature signals according to signals of N microphones of a microphone array. The voice detector generates at least one voice detection signal according to at least one of the signals of the N microphones. The angle selector outputs a candidate angle signal according to the M spatial feature signals to indicate a candidate direction of sound. The angle retriever generates a sound detection result according to the M spatial feature signals to indicate whether any sound source exists, and then outputs an estimated angle signal indicative of a direction of sound according to the sound detection result, the at least one voice detection signal, and the candidate angle signal.

Abstract: A method and apparatus for guiding an agent during an active call between the customer and an agent is provided. The method comprises extracting, at a call analytics server (CAS), from a transcribed text of an audio of a call between a customer and an agent, a call context. Based on at least one of the call context, a call metadata, or a customer historical data, occurrence of a qualifying event is determined. Upon occurrence of the qualifying event, an action from multiple actions is identified based on at least one of the call context, the call metadata, or the customer historical data. The identified action is sent as guidance from the CAS to a graphical user interface (GUI) accessible by the agent, while the call is active.

Abstract: A Toll-Free Management Platform (TFMP) includes methods and systems for number administration, customer administration, call management services, texting services and text registry, and a smart services registry. The TFMP may allow users to receive through a web-based interface, an activate request from a user, wherein the request includes at least a customer record template reference and an indication of when to active a toll-free telecommunications number associated with the request. The request may include at least one IP address datum associated with the toll-free telecommunications number. A user interface may allow activating a toll-free number, and users may access the TFMP to create and access existing templates of toll-free call routing templates, and utilize a routing tree engine to create customized call routing trees for the toll-free numbers of interest to the user.

Abstract: An acoustic system and method detect and locate low intensity and low frequency sound sources in an investigation area. An acoustic system is effective in identifying survivors trapped under rubble following a catastrophic event. The acoustic system focuses on the low frequency components of the human voice and includes acoustic sensors for detecting acoustic signals generated by the sound sources and for generating data representative of the acoustic signals. A wireless transmitter transmits the data representative of the detected acoustic signals to an electronic receiver block that receives and analyzes the data. A processor executes calibration of the acoustic sensors of the suite to temporally align each signal received from the acoustic sensors, and executes a digital beamforming to combine the data representative of the detected acoustic signals and to create an acoustic image of the investigation area to locate the low intensity and low frequency sound sources.

Abstract: A computer based system and method for identifying complaint interactions, including: detecting appearances of linguistic structures related to complaints in an interaction; calculating at least one sentiment metric of the interaction; and classifying the interaction as being or not being a complaint interaction based on the detected linguistic structures and the at least one sentiment metric, for example using a trained supervised learning model.

Abstract: Methods and systems are provided for audio devices with enhanced directional operations. An example audio device includes an orientation determination circuit configured to determine an orientation of at least a part of a user's body, a first audio output component, a second audio output component, and a controller configured to control the first audio output component and the second audio output component based on the determined orientation. The determined orientation may correspond to a positional nature of the user within a three-dimensional space around the user. The controller may be configured to provide a three-dimensional audio environment according to the user. The three-dimensional audio environment is aligned according to a visual input provided to the user.

Abstract: A computer-implemented method for managing calls in a collaboration environment is provided. The method includes receiving, by a processor, a call into a collaboration session of the collaboration environment. The method also includes identifying, by the processor, a user from a plurality of users associated with the collaboration session, based on at least one of contextual information regarding the call and information regarding the plurality of users. The method further includes providing, by the processor, an interface on a device associated with the identified user, wherein the interface enables the identified user to instruct the device to handle the call within the collaboration session.

Abstract: A display apparatus according to the present disclosure can include a display panel; a back frame configured to attach to a wall structure by a fixing element; a height adjustment element joined to the back frame, including a permanent magnet and adjusting a height; a position adjustment element fixed to a rear surface of the display panel, including a magnetic material mounted by a magnetic force of the height adjustment element, and adjusting a position on a plane defined by the height adjustment element; a position limiter engaged between the position adjustment element and the height adjustment element; a sound generating device disposed at a rear surface of the display panel and having a latch holder; a middle frame disposed between the height adjustment element and the position adjustment element, and including a space receiving the sound generating device; and a latch disposed to engage with the latch holder.

Abstract: A root behavior tree is stored with a flow control node and a plurality of child nodes. The flow control node may determine a sequence of execution of child nodes. A first-level behavior tree is stored and executed to accomplish a task with associated intent. The first-level tree comprises a child node of the root tree and nodes defining actions. A dialog between contact center and user is hosted over a communication channel and a processor receives inputs from the dialog and executes the root tree and the first-level tree as a child node of the root tree in response. Upon detecting a match between an input and a data pattern, the execution sequence within the root tree or a further tree is altered. Responsive to the altered sequence, an output is provided to cause an action.

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 message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second 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 footsteps tracking method, including the steps of: receiving a first sound signal of a user's first footstep; calculating a first position of the first footstep according to relative position relationship of at least three microphones in the microphone array and time differences of sound arrival of the first sound signal received by the three microphones respectively; receiving a second sound signal of a second footstep of the user, wherein an audio frequency of the second sound signal is the same as an audio frequency of the first sound signal; and calculating a second position of the second footstep according to the first position, a time difference between receiving the first sound signal and the second sound signal, receiving angles between the first sound signal and a pair of the three microphones, and receiving angles between the second sound signal and the pair of the three microphones.

Abstract: Techniques for sharing control of assigning tasks may be realized as a method for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system comprising receiving, from the task assignment system, a plurality of task pairing requests and an agent pairing request, wherein each task request of the plurality of task pairing requests is assigned to one of a first pairing strategy and a second pairing strategy. The agent pairing request may indicate an agent that is available for pairing. The method may further comprise transmitting, to the task assignment system, a pairing recommendation being based in part on the plurality of task pairing requests, the first pairing strategy, the second pairing strategy, and the agent pairing request.

Abstract: An electronic device and method for control of incoming calls based on stored a plurality of call settings is provided. The electronic device receives a first call from a first caller party device associated with a first caller party. The electronic device transmits a first challenge message to the first caller party device based on the received first call. The electronic device further transmits a second challenge message to the first caller party device based on a first call setting of the stored plurality of call settings. The electronic device determines a time of receipt of a second call, different from the first call, received from the first caller party device. The electronic device further controls the second call based on a threshold time period, the determined time of the receipt of the second call, and a second call setting of a stored plurality of call settings.

Abstract: A computer-assisted patient navigational communication system for receiving electronic and oral communications from a patient, scanning data to determine the medical needs of the patient, and displaying relevant information to appropriate medical personnel who can immediately advise the patient of the most appropriate source of medical assistance relating to the patient's identified symptoms.

Abstract: A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.

Abstract: An inbound communication is received by a contact center. For example, the inbound communication may be a text-based communication. The inbound communication is classified based on feedback from one or more prior inbound communications. For example, the feedback may be based on whether a previous communication was transferred, was dropped, based on feedback provided by a contact center agent, based on feedback provided by a user, and/or the like. In response to classifying the first inbound communication, the inbound communication is routed differently in the contact center. For example, the inbound communication is routed to a different contact center queue based on the feedback of the previous communication.