Abstract: A method and apparatus perform call control by obtaining initial biometric information of ears of a user of a handheld audio device; detecting a change in the biometric information of the ears of the user; determining a position and motion of the handheld audio device by analyzing the detected change in biometric information; and performing call control based on the determined position and motion. Further, the method and apparatus perform a first call control operation in response to the determined motion and position if the handheld audio device is communicating with a first endpoint and a second call control operation if communicating with a second endpoint. In addition, the method and apparatus change an internal call control operation of a handheld audio device by determining motion and a position of the handheld audio device.

Abstract: A method and apparatus trains agents in a call center by directing a plurality of telecommunication calls to an agent by a controller wherein a percentage of the telecommunication calls are unskilled telecommunication calls that the agent is unskilled at processing; calculating by the controller average success of the agent in handling all of the unskilled telecommunication calls; calculating by the controller average stress of the agent in handling all of the unskilled telecommunication calls; increasing the percentage of unskilled telecommunication calls by the controller upon average success being greater than a predefined level of success and the average stress being less than a predefined level of stress; and stopping after the percentage equals a predefined percentage.

Abstract: A method and apparatus configure a handheld audio device to communicate audio information by identifying an ear being used with the handheld audio device and by configuring the handheld audio device in response to the ear identification to communicate audio information to the ear. The identification may use sonic or visual techniques to identify the ear.

Abstract: The present invention, in one embodiment, is directed to a method for servicing customer contacts in a contact center in which customer facial features are employed in selecting and/or configuring contact center resources to service the customer.

Abstract: Systems and methods for noise cancellation are provided. In particular, information regarding events associated with a computer providing a telephony function or associated with a hardware telephone providing a telephony function is provided to a noise cancellation process. The provided information can be used to identify specific noises associated with events, so that filters specifically adapted for removing an identified noise can be applied. Alternatively or in addition, information regarding the existence and timing of an event can be provided in order to facilitate the application of a noise cancellation filter. Noise cancellation as described can also be applied in connection with recording speech or other audio signals.

Abstract: A controller ensures that ring-tones of a relatively-small pool of distinct ring-tones are individually assigned to telephones of a group of telephones in such a way as to maximize the physical separation of telephones with the same or similar ring-tones. One telephone after another generates an audio signal, such as a chirp or a ring-tone, while the other telephones listen for the audio signal and report results of their listening to the controller. The controller uses the results to assign ring-tones to the telephones. A graph-coloring algorithm may be used to make the assignments.

Abstract: A method and apparatus route telecommunication calls depending on a detected approach of a user towards a telecommunication device.

Abstract: A system and method are provided for detecting acoustic echo in a telecommunications transmission. Detected acoustic echo is analyzed to determine if the acoustic echo includes characteristics indicative of use of a speakerphone by a remote party. Specific characteristics analyzed include the presence of multiple bulk delay values, echo magnitude, and the length of time for echo delays present within the telecommunications system. If the detected acoustic echo falls outside the range of acceptable parameters, or otherwise exceeds threshold limits, a warning signal is transmitted to the user indicating a high likelihood that the remote party is using a speakerphone. Warning the user of speakerphone use by the remote party can be helpful in ensuring that the communications between the parties is maintained in confidence.

Abstract: A messaging system is provided that includes: (a) an interface 206 for receiving a request to play a message audibly to a subscriber; and (b) a message retrieval agent 224 for determining whether the message comprises marked information. When the message comprises marked information, the agent 224 performs one or more of the following operations: (b1) display the marked information to the subscriber; (b2) alter an audio playback speed of the marked information to the subscriber, the playback speed of the marked information being different from a playback speed of unmarked information; and (b3) audibly play only one of the marked information and unmarked information to the subscriber.

Abstract: The present invention is directed toward methods and systems for providing advanced features to a telecommunication device. The systems and methods determine a hierarchical relationship of participants of a conference call and when one participant is communicating with another participant, the parties are made aware of their hierarchical relationship relative to each other.

Abstract: A method and apparatus identifying an item by attaching a radio frequency identification device to the item; obtaining encryption information; generating an encrypted code from the encryption information by a programmer; inserting the encrypted code into the radio frequency identification device by the programmer whereas the encrypted code may be one of a plurality of encrypted codes; attempting to access the radio frequency identification device by a security reader by transmission of another encrypted code to the radio frequency identification device; and responding with a correct access signal by the radio frequency identification device in response to receipt of the other encrypted code if the other encrypted code is same as the inserted encrypted code.

Abstract: A video teleconferencing system is provided that (i) determines whether an image frame of a first participant is appropriate for a second participant to the video call and (ii), when the image frame is not appropriate for the video call, alters the image frame to be appropriate for the second participant; before transmission of the image frame to the second participant, notifies the first participant that the image frame is not appropriate; refocuses a camera receiving an image of the first participant so that the image frame becomes appropriate for the second participant; and/or blocks transmission of the at least one image frame to the second participant.

Abstract: A method and apparatus perform call control by obtaining initial biometric information of ears of a user of a handheld audio device; detecting a change in the biometric information of the ears of the user; determining a position and motion of the handheld audio device by analyzing the detected change in biometric information; and performing call control based on the determined position and motion. Further, the method and apparatus perform a first call control operation in response to the determined motion and position if the handheld audio device is communicating with a first endpoint and a second call control operation if communicating with a second endpoint. In addition, the method and apparatus change an internal call control operation of a handheld audio device by determining motion and a position of the handheld audio device.

Abstract: A method and apparatus control the operations of an audio device by obtaining by the audio device biometric information about an ear of a user; identifying the user by processing the biometric information; and controlling the operation of the audio device in response to the identification of the user. Also, a method and apparatus control the operations of an external database by receiving biometric information about the ear of a user from an audio device; identifying the user by processing the biometric information; and transmitting a control message to another system. Further, a method and apparatus control the operations of a telecommunication system by receiving biometric information about an ear of a user from a telecommunication set; identifying the user by processing the biometric information; and controlling the operation of the telecommunication system in response to the identification of the user.

Abstract: A method and apparatus configure a handheld audio device to communicate audio information by identifying an ear being used with the handheld audio device and by configuring the handheld audio device in response to the ear identification to communicate audio information to the ear. The identification may use sonic or visual techniques to identify the ear.

Abstract: Using gaze detection to determine image information collected from a scene. In order to determine the gaze of persons within a scene, images of the faces of those persons are obtained, and the gaze or line of sight of those persons is determined. Image information encompassing an area of the scene at which the gazes of persons at the scene are directed is then obtained. The obtained video information may be displayed in realtime, or recorded for later viewing.