Abstract: The present invention provides a feature for phones and other communication devices. More particularly, the feature allows a user to customize the notification for an incoming call or contact. The customization may be based on the user's recent communication history with the user currently calling. This allows the user receiving the call to determine its possible importance prior to answering the call or even identifying the caller.

Abstract: The present invention provides methods, devices, and systems for notifying a caller that they are leaving a low quality voice mail. The user can be notified that they are leaving such a voicemail before they are done leaving the message. This allows the user to try and leave another voicemail having a better quality, thereby making the voicemail more comprehensible.

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: An agent's emotional state is used to assist with determining how to route an incoming communication. The factoring in of emotional state can be combined with other performance metrics that can include, for example, any suitable metric for expressing or describing agent performance or agent skill level. For example, the metrics can include revenue generated, revenue generation rate, profitability, profitability generation rate, number of units sold, rate of unit sales, average duration of the contact, a rating quantifying the agents proficiency in handling a contact, the occurrence of a trouble ticket, agent requests assistance, a no sale situation, customer satisfaction indicators, customer attention, value of collections, time to close a sale, one-and-done, and/or any other metric indicating the customer's relationship with the business.

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 determination regarding the appropriateness of sending a message can be based on one or more factors. For example, the determination can be an analysis of a message to determine the likelihood that the sender has the target physical condition and/or a likely degree or severity of the target physical condition. The analysis determines, with reference to a baseline of the user, one or more of a number of errors (spelling and/or grammar) in the message, a response time, a non-fluency level associated with the message, a spell check of the message and recipient information associated with the message. Based on this analysis, the message can be managed in accordance with one or more of sending the message after a delay, returning the message to a sender for approval, managing the message based on a profile and holding the message for management at a later time.

Abstract: A communications system is provided that includes: (a) a speech discrimination agent 136 operable to generate a speech profile of a first party to a voice call; and (b) a speech modification agent 140 operable to adjust, based on the speech profile, a spectral characteristic of a voice stream from the first party to form a modified voice stream, the modified voice stream being provided to the second party.

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 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 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: 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 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: 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.

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.