US 9,854,097 B2Granted

Configuring contact center components for real time speech analytics

AssigneeNoble Systems Corporation

InventorJason P. Ouimette

Life of this patent

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Abstract

Configuration parameters are defined for indicating when and how a call handled by a call handler is to be streamed to a speech analytics system (“SAS”). The parameters may indicate when a call is to be streamed by identifying certain campaigns which calls associated therewith are to be streamed to the SAS. The parameters may also identify how the streaming is to occur, namely via a single audio stream, a mixed audio stream, or dual audio streams. When using dual audio streams, a stream for the agent audio is established separately from a stream for the remote party audio. In addition, procedures are indicated for determining whether sufficient number of licenses are available for interfacing with the SAS. The number of licenses used for a call depends on whether the configuration parameters indicate one or two streams are to be established.

Claims20

Dependent claims

A method for providing a graphical user interface (“GUI”) to a user to configure parameters defining how a call handler in a contact center processes a call associated with a specific calling campaign, comprising:

providing the GUI to the user allowing the user to indicate each call associated with a user-indicated name of the specific calling campaign is to be streamed using two audio streams from the call handler to a speech analytics system (“SAS”), wherein the two audio streams comprise a first audio stream conveying audio from a remote party and a second audio stream conveying audio from an agent in the contact center selected for the call;
receiving a first input from the user interacting with the GUI indicating the each call associated with the user-indicated name of the specific calling campaign is to be streamed to the SAS using the two audio streams;
processing the call by the call handler;
determining by the call handler the call is associated with the specific calling campaign;
in response to determining the call is associated with the specific calling campaign, determining by the call handler that the call is to be streamed to the SAS using the two audio streams;
determining by the call handler that a number of available SAS licenses is greater than two;
establishing a first Voice-over Internet Protocol (“VoIP”) stream from the call handler to the SAS conveying audio of an agent on the call;
establishing a second VoIP stream from the call handler to the SAS conveying audio of the remote party on the call;
and
decrementing the number of available SAS licenses.

7 more elements

A system for providing a graphical user interface (“GUI”) to a user to configure parameters defining how a call handler in a contact center processes a call associated with a specific calling campaign, comprising a computer processor configured to:

cause the GUI to be displayed to the user allowing the user to indicate each call associated with a user-indicated name of the specific calling campaign is to be streamed using two audio streams to a speech analytics system (“SAS”), wherein the two audio streams comprise a first audio stream conveying audio from a remote party on the call and a second audio stream conveying audio from an agent in the contact center selected for the call;
receive a first input from the user interacting with the GUI indicating the each call associated with the user-indicated name of the specific calling campaign is to be streamed to the SAS using the two audio streams;
process the call;
determine the call is associated with the specific calling campaign;
in response to determining the call is associated with the specific calling campaign, determine the call is to be streamed to the SAS using the two audio streams;
determine a number of available SAS licenses is greater than two;
establish a first Voice-over Internet Protocol (“VoIP”) stream to the SAS conveying audio of an agent on the call;
establish a second VoIP stream to the SAS conveying audio of the remote party on the call;
and
decrement the number of available SAS licenses.

7 more elements

A non-transitory computer readable medium storing instructions that when executed cause a computer processor to:

cause a graphical user interface (“GUI”) to be displayed to a user allowing the user to indicate each call associated with a user-indicated name of a specific calling campaign is to be streamed by a call handler using two audio streams to a speech analytics system (“SAS”), wherein the two audio streams comprise a first audio stream conveying audio from a remote party on a call and a second audio stream conveying audio from an agent in a contact center selected for the call;
receive a first input from the user interacting with the GUI indicating the each call associated with the user-indicated name of the specific calling campaign is to be streamed to the SAS using the two audio streams;
process the call;
determine the call is associated with the specific calling campaign;
in response to determining the call is associated with the specific calling campaign, determine the call is to be streamed to the SAS using the two audio streams;
determine a number of available SAS licenses is greater than two;
establish a first Voice-over Internet Protocol (“VoIP”) stream to the SAS conveying audio of an agent on the call;
establish a second VoIP stream to the SAS conveying audio of the remote party on the call;
and
decrement the number of available SAS licenses.

7 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/617,301Filed 8 Jun 2017 · continuation
Priority: 6 Nov 2013
Published: US 2017/0272575 A121 Sep 2017
Granted: 26 Dec 2017
Term ends: Not estimatedThe source records don’t support an estimate.

Classification8 codes

H04M 3/5175
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: call or contact centers…
H04M 3/2218
Arrangements for supervision, monitoring or testing: call detail recording
H04M 3/42221
Systems providing special services or facilities to subscribers: conversation recording systems
H04M 3/5133
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: operator terminal details

Family

Application14/073,083Parent of this continuation · filed 6 Nov 2013
Application15/231,154Parent of this continuation · filed 8 Aug 2016
US 9,456,083 B1Parent of this continuation · filed 27 Sep 2016
US 2017/0272575 A1Pre-grant publication · published 21 Sep 2017
US 9,712,675 B1Related patent
US 9,854,097 B2This patent

From the US filing history. Foreign family members aren’t listed.