公开(公告)号：US10469802B2

公开(公告)日：2019-11-05

申请号：US14823088

申请日：2015-08-11

Applicant: Avaya Inc.

Inventor： John F. Buford ,  Mehmet C. Balasaygun ,  Keith Ponting ,  Wendy Holmes

IPC: H04N7/14 ,  G11B27/036 ,  H04N7/15 ,  G06K9/00

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides identifying disturbance criteria defining a plurality of audible disturbances, a plurality of visual disturbances, and a plurality of communication disturbances. The method further provides identifying one or more audible disturbances from an audio component of the media stream based on predefined disturbance criteria and identifying one or more visual disturbances from a video component of the media stream based on the disturbance criteria. Additionally, the method provides correlating the audible disturbances with the visual disturbances to determine one or more combined disturbances for the participant based on the disturbance criteria, wherein each of the combined disturbances comprises at least one of the audible disturbances and at least one of the visual disturbances.

公开(公告)号：US09602666B2

公开(公告)日：2017-03-21

申请号：US14682312

申请日：2015-04-09

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Wendy J Holmes ,  David Skiba

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/40 ,  H04M2201/41 ,  H04M2203/401 ,  H04M2203/402

Abstract: An event associated with a communication session between a first party and a second party is detected. The event is related to the communication session. For example, the event may be a phrase spoken in the communication session or a presentation of a call progression screen to a contact center agent. At this point, the communication session is analyzed for a period of non-communication that meets a defined threshold during a monitoring period associated with the event. If a period of non-communication is detected that is longer than the threshold during the monitoring period, the period of non-communication is flagged. The flagged period of non-communication can then be used to evaluate how a contact center agent is performing.

公开(公告)号：US20160112567A1

公开(公告)日：2016-04-21

申请号：US14985029

申请日：2015-12-30

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  Keith Ponting

IPC: H04M3/51 ,  H04M3/42 ,  H04M3/22

CPC classification number: H04M3/5175 ,  H04M3/2218 ,  H04M3/42221 ,  H04M3/51 ,  H04M3/5133

Abstract: Agents of a contact center often encounter conversational delays when speaking with a customer. These delays may be introduced by transmission delays, which include the distance between the agent and the customer, and processing delays, such as those introduced by systems and processes within a contact center. By providing an agent with information based on the amount of the delay, the agent can be prompted to overtalk the customer by a target amount. As a result, the customer may experience a more natural conversation with the agent. Furthermore, if a customer prefers more or less of a delay, such as based on their cultural norms, the delay may be modified to account for those cultural norms and better accommodate the conversational preferences of a diverse customer base.

公开(公告)号：US20190199968A1

公开(公告)日：2019-06-27

申请号：US16287697

申请日：2019-02-27

Applicant: Avaya Inc.

Inventor： John F. Buford ,  Mehmet C. Balasaygun ,  Keith Ponting ,  Wendy Holmes

IPC: H04N7/15 ,  H04N7/14 ,  G06K9/00 ,  G11B27/036

CPC classification number: H04N7/155 ,  G06K9/00718 ,  G06K2009/00738 ,  G11B27/036 ,  H04N7/147 ,  H04N7/152

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.

公开(公告)号：US20170048492A1

公开(公告)日：2017-02-16

申请号：US14823088

申请日：2015-08-11

Applicant: Avaya Inc.

Inventor： John F. Buford ,  Mehmet C. Balasaygun ,  Keith Ponting ,  Wendy Holmes

IPC: H04N7/15 ,  G11B27/036 ,  G06K9/00

CPC classification number: H04N7/155 ,  G06K9/00718 ,  G06K2009/00738 ,  G11B27/036 ,  H04N7/147 ,  H04N7/152

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides identifying disturbance criteria defining a plurality of audible disturbances, a plurality of visual disturbances, and a plurality of communication disturbances. The method further provides identifying one or more audible disturbances from an audio component of the media stream based on predefined disturbance criteria and identifying one or more visual disturbances from a video component of the media stream based on the disturbance criteria. Additionally, the method provides correlating the audible disturbances with the visual disturbances to determine one or more combined disturbances for the participant based on the disturbance criteria, wherein each of the combined disturbances comprises at least one of the audible disturbances and at least one of the visual disturbances.

Abstract translation: 本文公开的实施例提供用于检测来自通信中的参与者的媒体流中的干扰的系统，方法和计算机可读介质。 在特定实施例中，一种方法提供了确定多个可听干扰，多个视觉干扰和多个通信干扰的识别干扰标准。 该方法还基于预定义的干扰标准从媒体流的音频分量识别一个或多个可听到的干扰，并基于干扰标准从媒体流的视频分量识别一个或多个视觉干扰。 另外，该方法提供了将听觉干扰与视觉干扰相关联，以基于干扰标准确定参与者的一个或多个组合干扰，其中每个组合干扰包括至少一个可听干扰和视觉上的至少一个 骚动

公开(公告)号：US09456075B2

公开(公告)日：2016-09-27

申请号：US14512622

申请日：2014-10-13

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  David Skiba ,  Valentine C. Matula

IPC: G10L15/00 ,  G10L15/06 ,  G10L19/12 ,  G10L21/00 ,  H04M3/22 ,  H04M3/51 ,  H04M3/36

CPC classification number: H04M3/2227 ,  H04L65/403 ,  H04L65/80 ,  H04M3/2209 ,  H04M3/36 ,  H04M3/5175 ,  H04M7/0072 ,  H04M7/1205 ,  H04M2203/404 ,  H04M2203/406

Abstract: In order to detect a specific codec sequence being used, a signal that is based on a codec sequence is analyzed. The signal is analyzed to determine if there is a pattern in the signal. A pattern of a codec sequence can be a unique pattern of frames, frequencies and/or frequency ranges that are generated based on a specific codec sequence. The pattern is compared to one or more previously stored patterns of codec sequences to see if there is a match. If there is a match, an event is generated. For example, if a known codec sequence that has a poor signal quality is determined to be in use for a voice call, the parties may be notified that the call is likely to be a low quality voice call.

Abstract translation: 为了检测正在使用的特定编解码器序列，分析基于编解码器序列的信号。 分析信号以确定信号中是否存在图案。 编解码器序列的模式可以是基于特定编解码器序列生成的帧，频率和/或频率范围的唯一模式。 将该模式与一个或多个先前存储的编解码器序列的模式进行比较，以查看是否存在匹配。 如果有匹配，则会生成事件。 例如，如果确定具有差的信号质量的已知编解码器序列正在用于语音呼叫，则可以通知各方该呼叫可能是低质量语音呼叫。

公开(公告)号：US20140100848A1

公开(公告)日：2014-04-10

申请号：US13646303

申请日：2012-10-05

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Keith Ponting ,  Valentine C. Matula

IPC: G10L15/00

CPC classification number: G10L15/22 ,  G10L15/00 ,  G10L15/265 ,  G10L17/22 ,  G10L2015/088 ,  G10L2015/221

Abstract: Methods and systems for identifying specified phrases within audio streams are provided. More particularly, a phrase is specified. An audio stream is them monitored for the phrase. In response to determining that the audio stream contains the phrase, verification from a user that the phrase was in fact included in the audio stream is requested. If such verification is received, the portion of the audio stream including the phrase is recorded. The recorded phrase can then be applied to identify future instances of the phrase in monitored audio streams.

Abstract translation: 提供了用于识别音频流中指定短语的方法和系统。 更具体地，指定短语。 他们监听了一个音频流。 响应于确定音频流包含短语，请求从用户的验证，该短语实际上包括在音频流中。 如果接收到这种验证，则记录包括短语的音频流的部分。 然后可以应用记录的短语来识别被监听的音频流中短语的未来实例。

公开(公告)号：US20220006976A1

公开(公告)日：2022-01-06

申请号：US17475679

申请日：2021-09-15

Applicant: Avaya Inc.

Inventor： John F. Buford ,  Mehmet C. Balasaygun ,  Keith Ponting ,  Wendy Holmes

IPC: H04N7/15 ,  G06K9/00 ,  H04N7/14 ,  G11B27/036

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.

公开(公告)号：US11140359B2

公开(公告)日：2021-10-05

申请号：US16287697

申请日：2019-02-27

Applicant: Avaya Inc.

Inventor： John F. Buford ,  Mehmet C. Balasaygun ,  Keith Ponting ,  Wendy Holmes

IPC: H04N7/15 ,  H04N7/14 ,  G11B27/036 ,  G06K9/00

Abstract: Embodiments disclosed herein provide systems, methods, and computer-readable media for detecting disturbances in a media stream from a participant on a communication. In a particular embodiment, a method provides receiving biometric information indicating a motion of the participant and determining that the motion indicates a visual disturbance in a video component of the first media stream. The method further provides identifying the visual disturbance in the video component of the first media stream and removing the visual disturbance from the video component of the first media stream.

公开(公告)号：US10354654B2

公开(公告)日：2019-07-16

申请号：US14301901

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Keith Ponting ,  Rein Sikveland ,  David Zeitlyn

IPC: G10L17/00 ,  G10L25/03 ,  G10L25/48

Abstract: Embodiments disclosed herein provide systems, methods, and computer readable media for analyzing a conversation between a plurality of participants. In a particular embodiment, a method provides determining a first speaker from the plurality of participants and determining a second speaker from the plurality of participants. The method further provides determining a first plurality of turns comprising portions of the conversation when the first speaker is speaking and determining a second plurality of turns comprising portions of the conversation when the second speaker is speaking The method also provides determining per-turn statistics for turns of the first and second pluralities of turns and identifying phases of the conversation based on the per-turn statistics.