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    Architecture for processing real time event notifications from a speech analytics system
    62.
    发明授权
    Architecture for processing real time event notifications from a speech analytics system 有权

    公开(公告)号：US09779760B1

    公开(公告)日：2017-10-03

    申请号：US14080912

    申请日：2013-11-15

    申请人： Noble Systems Corporation

    发明人： Jason P. Ouimette ,  Karl H. Koster

    IPC分类号： H04M3/00 ,  H04M5/00 ,  G10L25/48 ,  H04M3/51

    CPC分类号： H04M3/5166 ,  H04M2201/40 ,  H04M2203/2038

    摘要： An architecture is provided for handling event notifications generated by a speech analytics module (“SAM”) that recognizes keywords present in the audio of a call between an agent in a contact center and a remote party. In one embodiment, an event handler module receives and forwards the event notifications to various application specific modules (“ASMs”). The forwarding process may vary on the content and/or type of event notification received. Each ASM performs the processing for a particular audio context and may generate call instance data that pertains to the audio context and indicates whether the agent complied with various requirements during the call. The call instance data may be stored in a file for evaluating the agent's performance. The ASM may also perform other actions as appropriate, such as providing visual indicators on the agent's computer desktop or notify the agent's supervisor.

    Determining and denying call completion based on detection of robocall or unsolicited advertisement
    66.
    发明授权
    Determining and denying call completion based on detection of robocall or unsolicited advertisement 有权

    公开(公告)号：US09762731B1

    公开(公告)日：2017-09-12

    申请号：US15370142

    申请日：2016-12-06

    申请人： TelTech Systems, Inc.

    发明人： Meir Cohen

    IPC分类号： H04M3/436 ,  H04M3/42

    CPC分类号： H04M3/4365 ,  H04M3/42059 ,  H04M3/436 ,  H04M2201/40 ,  H04M2203/2011 ,  H04M2203/2027 ,  H04M2203/6072

    摘要： Unwanted calls are detected by determining all calls which are unverified by prior prompting the caller to provide data, such as “press 5 to be connected” or “say ‘proceed’” before being allowed to connect. Once connected, the called party may indicate that the call was/is unwanted and should be disconnected. Then, the call is disconnected from the called party while being maintained with the switch. The call is also recorded in embodiments of the disclosed technology, with the audio therefrom, or audio signature, being used to detect future unwanted calls. The detection of future unwanted calls may further be modified or determined based on association of called parties to each other, which, additionally, may be used to change the threshold of closeness of audio signatures between calls.

    COMMUNICATION SYSTEM HAVING USER SELECTABLE FEATURES
    70.
    发明申请
    COMMUNICATION SYSTEM HAVING USER SELECTABLE FEATURES 审中-公开

    公开(公告)号：US20170208171A1

    公开(公告)日：2017-07-20

    申请号：US15473165

    申请日：2017-03-29

    申请人： Kent S. Charugundla

    发明人： Kent S. Charugundla

    IPC分类号： H04M3/42 ,  H04L29/08

    CPC分类号： H04M3/42153 ,  H04L67/306 ,  H04M3/42391 ,  H04M2201/40 ,  H04M2203/30

    摘要： A communication system comprising a server capable of establishing telephone communications between at least two users of a communication network and transcribe audio and/or voice communication signals of either or both users of a telephone call established by the server and the transcription is done in accordance with user selectable feature information entered by the users during a registration procedure to the communication system at a website residing in a registration server in communication with the communication system. The communication system may be part of the PSTN or the Internet or both.