Abstract: Systems and methods are described for generating a schedule for resources, such as agents for a contact center service, and mores specifically for decomposing the scheduling problem into groups. In some aspects, a request to generate a schedule spanning a first time period for agents may be received by a scheduling service. Agents having at least one same shift characteristic may be grouped into a scheduling group such that the agents in a given scheduling group are interchangeable. Portions of the workload may be assigned to the different scheduling groups. A set of empty shifts may be produced for each of the scheduling groups to process the corresponding portion of the workload. Shift activities may be assigned to the set of empty shifts for each scheduling group to generate unrostered shifts, the unrostered shifts making up the schedule.

Abstract: A system and method are provided for presenting trading information. One example method includes displaying a plurality of effective trade indicators corresponding to price levels at which effective trades have been initiated, and displaying trading information corresponding to each effective trade. The effective trades can be determined based on user-configured trade definitions. The trading information can include a traded quantity and profit/loss corresponding to each effective trade. In addition to the trading information, current market information could be displayed as well in relation to the plurality of effective trades.

Abstract: Aspects of the invention determining a threat score of a call traversing a telecommunications network by leveraging the signaling used to originate, propagate and terminate the call. Outer-edge data utilized to originate the call may be analyzed against historical, or third party real-time data to determine the propensity of calls originating from those facilities to be categorized as a threat. Storing the outer edge data before the call is sent over the communications network permits such data to be preserved and not subjected to manipulations during traversal of the communications network. This allows identification of threat attempts based on the outer edge data from origination facilities, thereby allowing isolation of a compromised network facility that may or may not be known to be compromised by its respective network owner.

Abstract: Disclosed is a computing platform including a memory assembly having encoded thereon executable control-logic instructions configured to be executable by the computing platform, and also configured to urge the computing platform to carry out a method comprising receiving data; and detecting at least one anomaly contained in the data that was received.

Abstract: Techniques are provided for evaluating one or more anomaly detection models using aggregated time-series signals.

Abstract: A sequence of call volume measurements is accessed, where each of the call volume measurements is associated with respective metadata. The respective metadata may provide information regarding a time period during which a call volume measurement was made. A window of the sequence of call volume measurements with the respective metadata is input to a machine learning model to obtain a prediction of a call volume. The machine learning model includes embedding functions that are applied to the respective metadata for the call volume measurements in the window.

Abstract: A method of controlling a traffic system having a plurality of intersections with switchable traffic lights and road sections located between the intersections includes detecting traffic loads of multiple relevant road sections, determining a local stress function for each relevant road section depending on the detected traffic load of the respective relevant road section, determining a global stress function for the entire traffic system based on the local stress functions, determining, using a quantum concept processor, improved switching times for the traffic lights of the intersections adjacent to the relevant road sections, wherein the improved switching times are determined such that the global stress function reaches a smallest detectable value, and switching the traffic lights according to a switching model based on the improved switching times.

Abstract: The invention relates to a human mobility measuring method comprising a structuring step where CDR raw metadata is filtered so as to identify a device identification, a cell site identification, a date, and a time; a data frame generating and sorting step where the filtered CDR metadata is sorted and the filtered sorted CDR metadata are projected into an occupancy grid comprising a location vs. time-bin matrix, a probabilistic map generating step of a device's location in space and time, and a filtering step to accurately represent human mobility from patterns that reflect errors, uncertainties, or patterns not related with real human mobility. The method further comprises a gap filling process allowing for a continuous localization of the device by extrapolating any trajectory in space and time of any device and a projecting step comprising projecting the trajectories defined at a Voronoi grid defined by the sites and towers to the road and street grid.

Abstract: A system for detecting fraud in international telecommunication traffic, includes: a transactions registry accessible by multiple operators and/or carriers; a logging module installed with multiple operators and/or carriers configured to add an entry in the transactions registry by an operator and/or carrier handling a call, wherein an entry comprises the calling number, the called number and timing information for the call; a fraud detection and classification module configured to: select from the transactions registry a group of correlated entries representing the call; compare the correlated entries to detect an anomaly due to fraud and to classify the call into a fraud type.

Abstract: Described are techniques including a computer-implemented method of maintaining a list of newly assigned phone numbers. The method further comprises intermittently removing phone numbers from the list of newly assigned phone numbers. The method further comprises determining that a newly assigned phone number initiates a number of calls per unit time that exceeds a threshold number of calls per unit time. The method further comprises automatically flagging the newly assigned phone number as a possible robocaller.

Abstract: A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

Abstract: A classification training system comprises a neural network configured to perform classification of input data, a training dataset including pre-segmented, labeled training samples, and a classification training module configured to train the neural network using the training dataset. The classification training module includes a forward pass processing module, and a backward pass processing module. The backward pass processing module is configured to determine whether a current frame is in a region of target (ROT), determine ROT information such as beginning and length of the ROT and update weights and biases using a cross-entropy cost function and a tunable many-or-one detection (MOOD) cost function, that comprises a tunable hyperparameter for tuning the classifier for a particular task. The backward pass module further computes a soft target value using ROT information and computes a signal output error using the soft target value and network output value.

Abstract: The present invention discloses a system, apparatus, and method that obtains audio and metadata information from voice calls, generates textual transcripts from those calls, and makes the resulting data searchable via a user interface. The system converts audio data from one or more sources (such as a telecommunications provider) into searchable usable text transcripts. One use of which is law enforcement and intelligence work. Another use relates to call centers to improve quality and track customer service history. Searches can be performed for callers, callees, keywords, and/or other information in calls across the system. The system can also generate automatic alerts based on callers, callees, keywords, phone numbers, and/or other information.

Abstract: An apparatus, method, and computer program product are provided for the improved and automatic prediction of a relativistic, observer-specific perception and response to a potential event and, based at least in part on the predicted perception and response, generating and presenting observer-specific digital content items. Some example implementations employ predictive, machine-learning modeling to facilitate user-specific event perception and response prediction and the selection of particularized messages and other digital content items for presentation to the user.

Abstract: A system and method are provided for presenting trading information. One example method includes displaying a plurality of effective trade indicators corresponding to price levels at which effective trades have been initiated, and displaying trading information corresponding to each effective trade. The effective trades can be determined based on user-configured trade definitions. The trading information can include a traded quantity and profit/loss corresponding to each effective trade. In addition to the trading information, current market information could be displayed as well in relation to the plurality of effective trades.

Abstract: The problem of ensuring coverage for an inbound communication from a customer while also preventing concurrent responses from members of the agent group tasked with said coverage is solved by a system where a customer's thread is owned for routing purposes not by a single user but by a group of users, only one of whom is allowed to communicate with the customer until a timer expires or the thread is explicitly unlocked. Communication channels may include text messaging, voice telephony and email. In various embodiments, an adaptive rules engine is utilized to route incoming customer communications as well as outbound responses. A combination of communication/message locks and communication/messaging cache levels are used in some embodiments to provide communication/messaging coverage and to resolve competition between responding agents to address concurrency. Customer/agent communications which use multiple communication channels are threaded in an agent user interface.

Abstract: A method for managing incoming voice calls, the method comprising: receiving audio of a voice call; determining whether the audio of the voice call is computer-generated; and terminating the voice call if it is determined that the audio of the voice call is computer-generated.

Abstract: An electronic control unit that is capable of more accurately determining an event that has occurred in a network installed in a mobile body such as a vehicle, the electronic control unit including: a transmitter-receiver that receives first messages transmitted from a first ECU included in an in-vehicle network; and an attack determiner that, when a first message among the first messages received by the transmitter-receiver is determined to have an anomaly, determines whether a cause of the anomaly is an attack on the in-vehicle network.

Abstract: A system and method for testing of automated contact center customer response systems using a customer response testing system and a real time conversation engine, wherein the customer response testing system generates simulated human queries using persona profiles, sends test cases containing those queries to a contact center under test, and receives and analyzes the responses to determine whether the contact center's automated response systems understand the queries and respond appropriately.

Abstract: A parking lot free parking space predicting method, apparatus, electronic device and storage medium are provided. The method comprises: building a parking lot association graph for parking lots in a region to be processed; as for any parking lot i, performing the following processing respectively: determining local space correlation information of the parking lot i at a current time according to environment context features of the parking lot i and neighboring parking lots which are in the parking lot association graph and connected to the parking lot i through edges; determining time correlation information of the parking lot i at the current time according to the local space correlation information, and predicting free parking space information of the parking lot i at at least one future time step according to the time correlation information of the parking lot i at the current time.

Abstract: There is a technique that displays a QR code in which a URL of an error information site is embedded on a display in a case where an error occurs in a printer or the like and allows an access to the error information site by a mobile terminal capturing the QR code. However, on a condition that the size of the display is small, there is a case where it is not possible to display the QR code in which the URL of the error information site is embedded. In an electronic device mounting a display, an access code indicating first resource specification information for redirect is created and the created access code is displayed on the display. Then, the first resource specification information has a data amount corresponding to an access code of a size than can be displayed on the display.

Abstract: A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.

Abstract: Aspects of this disclosure are directed to a method of routing text messages to subscribers of toll-free numbers using the toll-free exchange. Typically, an originating texter will draft a text message, using, for example, an SMS component of a cellular phone to a toll-free subscriber. In an aspect of the present disclosure, the text message is sent to the originating texter's service provider, which then routes the text message to the toll-free exchange. The toll-free exchange looks up the RESPORG ID associated with the ten-digit toll-free number, and the RESPORG ID is used for text message routing.

Abstract: The invention provides an interrogator for obtaining information associated with a caller identification, such as a telephone number, transmitted within an incoming telephone call including: a receiving device configured to receive the incoming telephone call and to extract the caller identification from the incoming telephone call; an interrogating device configured to receive the extracted caller identification from the receiving device and to interrogate information associated with the caller identification from an external data base, which is configured to operate independently from the user voice communication device for which the incoming telephone call is intended for; and a forwarding device configured to receive and to forward the interrogated information.

Abstract: A computerized-method for calculating an After-Call-Work (ACW) factor of an interaction in a contact center, by which a related recording may be filtered for evaluation is provided herein. The method includes an After-Call-Work (ACW) factor calculation module. The operating of the ACW factor calculation module includes: (i) receiving agent recording of the interaction; (ii) aggregating data fields associated with: (a) the interaction; and (b) the customer; (iii) retrieving ACW time of the interaction; (iv) forwarding the aggregated data fields to a machine learning model; (v) operating the machine learning model to calculate a predicted ACW time, based on the aggregated data fields; (vi) calculating an ACW factor based on the received time of ACW and the calculated predicted ACW time; and (vii) sending the calculated ACW factor to a platform by which the platform is preconfigured to distribute the interaction for evaluation, based on the ACW factor.

Abstract: A computer-implemented method includes generating at least one call detail record for each call initiated on a communication network, aggregating the call detail records generated over a predetermined time period to provide an aggregated call detail record, and calculating a call set up failure rate for the calls from the aggregated call detail record, wherein the call set up failure rate is a measure of the amount of calls that failed prior to ringing at a called party's device. The computer-implemented method further includes adjusting parameters of the communication network when the call set up failure rate is above a threshold.

Abstract: A system and method are provided for presenting trading information. One example method includes displaying a plurality of effective trade indicators corresponding to price levels at which effective trades have been initiated, and displaying trading information corresponding to each effective trade. The effective trades can be determined based on user-configured trade definitions. The trading information can include a traded quantity and profit/loss corresponding to each effective trade. In addition to the trading information, current market information could be displayed as well in relation to the plurality of effective trades.

Abstract: An automatic billing and cardholder profile updater (ABCPU) computing device is provided. The ABCPU computing device receives an update request including an account identifier and associated with a candidate payment account over a first network, retrieves billing data associated with the candidate payment account from a billing database that stores billing data associated with a plurality of payment accounts, generates a card profile query including the account identifier, transmits the card profile query over a second network separate from the first network, receives card profile data associated with the candidate payment account from a card profile database that stores card profile data associated with a plurality of payment accounts, generates an update response including the retrieved billing data and the received card profile data, and transmits the update response over the first network to at least one of an acquirer and a merchant associated with the update request.

Abstract: Parameters of clusters of a context-encoded model are updated, per frequency estimation of an aspect of calls to contacts with respect to unique combinations of contextual data of calls matching the respective clusters. The clusters are weighted according to relevance of the unique combinations of contextual data to current contextual information. First probabilities of calling individual contacts are determined according to the current contextual information and one or more inferences between calls determined from the clusters as weighted. Second probabilities of calling each of the plurality of contacts are determined according to a set of rules defining prioritizations for contacts based on external factors. Third probabilities of calling each of the plurality of contacts are determined according to calling patterns of other of the plurality of contacts. The first, second, and third sets of weights are combined to determine final predictions for predicted probabilities to call each of the contacts.

Abstract: A system, method, and computer program product uses an application that allows people who have websites to track phone calls by how they got to the website. JavaScript may be loaded onto the webpage that tracks how a visitor came to the site, and then displays a phone number that is unique to that visitor. When a call comes in, the application determines which visitor called in, based on the number they dialed and other metrics. This allows the application to match the source of the visit to the phone call itself.

Abstract: Systems and methods for telephone call regulation include the use of a predictive model. An example method includes receiving, by a predictive model, a telephone number from a user application comprising instructions for execution on a user device and determining, by the predictive model, a spam factor for the received telephone number. The example method further includes determining, by the predictive model, a classification of the received telephone number based on the spam factor and transmitting, by the predictive model, the classification of the received telephone number to the user application. The example method further includes receiving, by the predictive model, a feedback from the user application, the feedback indicative of a corrective classification of the received telephone number and modifying, by the predictive model, the spam factor for the received telephone number based on the corrective classification.

Abstract: The technologies described herein are generally directed toward shedding processing loads associated with route updates. According to an embodiment, a system can comprise a processor and a memory that can enable operations facilitating performance of operations including facilitating receiving, from a second routing device via a network, a communication. The operations can further comprise, in response to a queueing delay being determined to be less than a threshold, queueing, in the queue, the communication for a third routing device selected according to a first selection process as being on a route to a destination routing device for the communication. Further, operations to, in response to the queueing delay of the queue being determined to be equal to or above the threshold, transmit the communication to a fourth routing device, with the fourth routing device being selected according to a second selection process different than the first selection process.

Abstract: Methods, systems, and computer-readable media for managing and collecting receivables are disclosed. A method for the management and collection of receivables includes performing collection activities with a telephone system. The method further includes tracking collection activity results for each of at least two telephone numbers associated with the debtor record over a period of time. The debtor record is inserted into a dynamic contact queue based on an overall contactability score for one of the at least two telephone numbers associated with the debtor. Account information associated with the debtor record is displayed based on the next-to-call position of the contact information associated with the debtor in the dynamic contact queue. The debtor is then automatically called using one of the telephone numbers associated with the debtor.

Abstract: Aspects of this disclosure are directed to a method of routing toll-free telephone calls using a toll-free exchange, thereby minimizing the number of hand-offs, increasing the technological capability and reducing the ultimate cost of the toll-free call. Toll-free subscribers are generally assessed a cost based on each exchange plus the duration of the call. Subscribers are also limited to the decades old technological standards of PSTN switching. It is therefore an object of the present disclosure to minimize the number of exchanges, promote technological possibility and simplify the process of directing a toll-free telephone call by providing a toll-free exchange.

Abstract: A method for detecting anomalous behavior includes receiving a plurality of historical events that occurred over a time period, identifying respective timestamps of the plurality of events, and grouping the plurality of events into respective time buckets that extend over a predetermined time interval based on the respective timestamps. The method includes identifying a subset of the time buckets that are each associated with a particular first time unit of the plurality of first time units and a particular second time unit of the second plurality of time units, counting a number of the events in each of the subset, and generating a temporal profile including an occurrence rate calculated based on the counted number of events.

Abstract: A computer-implemented method for facilitating a virtual meet-and-greet between a first client device, a second client device, and at least a third client device is provided. The method involves establishing a first private one-on-one video chat between the first client device and the second client device. The method also involves transmitting a request to the third client device to carry out one or more preloading operations to test the operation of one or more hardware and/or software elements of the third client device. The method further involves establishing a second private one-on-one video chat between the first client device and the third client device based at least in part on the third client device have successfully completed the preloading operations and being ready to establish a private one-on-one video chat.

Abstract: A computer architecture for managing Internet Protocol (IP) addresses data. Implementations may: receive, from an IP address management system of an registrant, a request to add an IP resource to the marketplace; query an ROA database to confirm the registrant; conduct an external border gateway protocol query to confirm that the subnet is an available subnet; record the at least one IP address subnet information as a subnet record in a marketplace database along with state metadata indicating that the at least one IP address subnet is in a pending state; create route objects and record the route objects as RADb records.

Abstract: A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.

Abstract: The disclosed methods and systems provide a server that allows continuous transaction analysis by monitoring transaction data associated with different payment cards and detecting inactive cards. When the server receives a notification, from a transaction analysis server, that a data interruption related to an inactive card has occurred, the server determines a transaction pattern for the inactive card; monitors and detects newly activated cards; and determines a second transaction pattern for the newly activated cards. If the first and the second transaction patterns are similar, the server generates an instance within a dataset corresponding to the newly activated card that links the newly activated card to the inactive card. Furthermore, the server transmits an instruction to the transaction analytics server to continue the transaction analysis using data corresponding to the newly activated card.

Abstract: A method for automatically parsing non-uniform telecommunication data includes receiving a telecommunication record including a listing of communications between a first telecommunication device and second telecommunication devices, and, for each communication, one or more of: communication duration data, communication direction data, communication type data, communication date and time data, cell site references, and first or second telecommunication device identifiers. A telecommunication provider associated with the first telecommunication record is identified based on a format of the first telecommunication record. A telecommunication provider rule set is selected that defines how to transform the first telecommunication record into a normalized telecommunication record. The first telecommunication record is transformed according to the selected rule set to generate the normalized telecommunication record.

Abstract: Technology to provide link aware streaming adaptation is disclosed. In an example, a mobile device can include one or more processors configured to: process a manifest file for an HTTP adaptive stream that is received at the mobile device from a node; determine a physical layer goodput of the mobile device with the node for the HAS; identify a segment throughput estimate for the HAS; and select a representation in the manifest file for a selected period based, on the physical layer goodput for the HAS and the segment throughput for the HAS.

Abstract: In some examples, a computing device may determine that an event occurred and determine event data associated with the event. A first machine learning classifier may be used to determine that the event data includes personally identifiable information (PII) and a second machine learning classifier may be used to remove the PII from the event data to create modified event data. The PII may include one or more of a username, a password, at least a portion of a legal name, a password, at least a portion of an address, at least a portion of a social security number, or at least a portion of an account number associated with a financial institution. The modified event data may be stored in a device data file that includes data associated with the computing device. In some cases, the computing device may send the device data file to a server.

Abstract: A voice control processing method and apparatus, where the method includes enabling, by a terminal in a data service disabled state, a data service after the terminal receives a voice instruction using a first application, where the first application is an application program used for voice control in the terminal, prohibiting, by the terminal, another application other than the first application in the terminal from using the data service, and controlling, by the terminal, the first application to execute the voice instruction using the data service, after the terminal enables the data service. The terminal in a data service disabled state receives the voice instruction. Then, the terminal enables the data service and prohibits another application from using the data service.

Abstract: Some embodiments provide a novel method for assigning a unique internet protocol version 6 (IPv6) link-local address to each interface of a software router implementing a plurality of logical interfaces for a corresponding plurality of logical networks. In some embodiments, the method, for each logical interface, determines a logical network identifier for a logical network corresponding to the logical interface and generates the link-local address based on that logical network identifier (e.g., a virtual network identifier (VNI)).

Abstract: Systems as described herein may include generating an aggregated service status report for a real-time service delivery platform. A plurality of services running in a service domain may be determined. A request for a status of system behavior corresponding to a particular service may be received. Service connection details of the particular service may be discovered and metric data of real-time data movement may be tracked. Real-time snapshot aggregation of the particular service may be provided. In a variety of embodiments, a real-time system behavior report for the service across availability zones may be presented.

Abstract: Phone numbers can be identified as being associated with spam callers. Data associated with previously identified spammer phone numbers is analyzed to obtain one or more input parameters for a classification engine. The classification engine uses the input parameters to identify one or more phone numbers in data associated with currently active phone numbers as being associated with spam callers. The one or more phone numbers identified as being associated with spam callers can be provided to call blockers of end-user telephone devices.

Abstract: A system and method are provided for presenting trading information. One example method includes displaying a plurality of effective trade indicators corresponding to price levels at which effective trades have been initiated, and displaying trading information corresponding to each effective trade. The effective trades can be determined based on user-configured trade definitions. The trading information can include a traded quantity and profit/loss corresponding to each effective trade. In addition to the trading information, current market information could be displayed as well in relation to the plurality of effective trades.

Abstract: Technologies for scaling call center support staff include one or more local agent computing devices of a call center that includes an interaction management computing device communicatively coupled to one or more customer computing devices and one or more remote agent computing devices. The interaction management computing device is configured to receive inbound service calls and insert them into a respective service queue. The interaction management computing device is additionally configured to determine whether a service queue response threshold associated with the service queue has been violated as a function of each service call having been inserted into the service queue, identify, in response to a determination that the service queue response threshold associated with the service queue has been violated, one or more remote agents from a queue of available remote agents, and add the identified one or more remote agents to an agent pool associated with the service queue.

Abstract: Systems and methods for characterizing communications in a network are disclosed. The method includes obtaining records from multiple sources within the network; correlating the records according to one or more attributes of the communications facilitated by the network; and calculating one or more detailed metrics based on the correlation.

Abstract: The present disclosure provides, among other things, a method of managing a wrap-up time in a contact center, the method including: receiving, by an agent of the contact center, a communication having a variable associated with the communication; receiving an input from a source external to the contact center; determining that the variable is related to the input; based on the relation of the variable to the input, determining an updated wrap-up time; storing the updated wrap-up time and the input in a database including timing variables; enabling a machine learning process to analyze the database; providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and updating a data model used to automatically determine wrap-up times based on the analysis of the machine learning process.