System and method for call progress detection

• US 10,142,471 B2
• Filed: 09/04/2015
• Issued: 11/27/2018
• Est. Priority Date: 03/02/2015
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Grodek, Vera, Mehrotra, Gaurav, Gvildys, Paul, Shundo, Nelson, Lee, Alex Ka Yu
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US14/846,643
• Publication Number:
  US 20160261743A1
• Time in Patent Office: 1,180 Days
• CPC Class Codes: G10L 15/12 using dynamic programming techniques, e.g. dynamic time warping [DTW]
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: G10L 25/24 the extracted parameters being the cepstrum
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/53308 Message originator indirectly connected to the message centre, e.g. after detection of busy or absent state of a called party

Abstract

A contact center includes an outbound server to make a call to a callee and a media device. The media device receives an audio signal based on the call, to determine a Mel-frequency cepstral coefficient for the received audio signal, and to match the Mel-frequency cepstral coefficient for the audio signal to a Mel-frequency cepstral coefficient for a pre-recorded carrier message. The media device can determine a content of the audio signal based on the match.

Claims

1. A contact center system, comprising:

an outbound server device configured to make a call to a callee; and

a media device configured to;

receive an audio signal based on the call;

determine a Mel-frequency cepstral coefficient for the received audio signal;

match the Mel-frequency cepstral coefficient for the audio signal to a Mel-frequency cepstral coefficient for a pre-recorded carrier message;

determine a content of the audio signal based on the match;

distinguish the match based on a stage of the call in which the match occurred; and

take an action based on the content of the audio signal and the stage of the call in which the match occurred.

2. The contact center of claim 1, wherein the stage is a pre-connection stage where the media device matches the audio signal to the pre-recorded carrier message pre-connection to the callee.

3. The contact center of claim 1, where the media device further divides the audio signal into frames of a same size as the pre-recorded carrier message before the match.

4. The contact center of claim 1, where the media device receives the audio signal in real-time.

5. The contact center of claim 1, further comprising a database connected with the media device, the database to store the Mel-frequency cepstral coefficient for the pre-recorded carrier message.

6. The contact center of claim 1, where media device receives the audio signal over a media channel.

7. The contact center of claim 1, where the media device comprises a media control platform.

8. The contact center of claim 1, where the pre-recorded carrier message comprises at least one of a line is busy, a lack of a circuit, a number is no longer in service, and a call is being forwarded to an answering machine.

9. The contact center of claim 1, where the media device further performs a dynamic time warping after the Mel-frequency cepstral coefficient to aid with a comparison of the audio signal with the pre-recorded carrier message.

21. The computer implemented method of claim 1, wherein the stage is detected as a post-connect stage wherein the call is answered by an answering machine or a human.

22. The computer implemented method of claim 1, wherein the action is disconnecting the call without routing the call to a contact center agent.

23. The computer implemented method of claim 1, wherein the action is leaving a message on an answering machine.

10. A contact center system, comprising:

an outbound server device configured to make a call to a callee; and

a media device configured to;

receive an audio signal based on the call;

determine a Mel-frequency cepstral coefficient for the received audio signal;

match the Mel-frequency cepstral coefficient for the audio signal to a Mel-frequency cepstral coefficient for a pre-recorded carrier message; and

determine a content of the audio signal based on the match,

wherein the media device is further configured to divide a voice input into frames, perform a discrete Fourier transform to compute the fast Fourier transform of each frame to convert each frame of samples from a time domain into a frequency domain to determine a magnitude spectrum of the voice input, perform a filter according to Mel scale to output a log Mel spectrum of the voice input, and apply a discrete Cosine transform to convert the log Mel spectrum into the time domain to determine the Mel-frequency cepstral coefficient of the pre-recorded carrier message.

11. A computer implemented method, comprising:

making an outbound call to a callee;

receiving an audio signal based on the outbound call, to determine a Mel-frequency cepstral coefficient for the received audio signal;

matching the Mel-frequency cepstral coefficient for the audio signal to a Mel-frequency cepstral coefficient for a pre-recorded carrier message;

determining a content of the audio signal based on the match;

distinguishing the match based on a stage of the call in which the match occurred; and

taking an action based on the content of the audio signal and the stage of the call in which the match occurred.

12. The computer implemented method of claim 11, wherein the stage is a pre-connection stage wherein the audio signal is matched to the pre-recorded carrier message pre-connection to the callee.

13. The computer implemented method of claim 12, further comprising continuing with detection post connection if there are no matches.

14. The computer implemented method of claim 11, further comprising dividing the audio signal into frames of a same size as the pre-recorded carrier message before the matching.

15. The computer implemented method of claim 11, further comprising receiving the audio signal in real-time.

16. The computer implemented method of claim 11, further comprising receiving the audio signal over a media channel.

17. The computer implemented method of claim 11, where the pre-recorded carrier message comprises at least one of a line is busy, a lack of a circuit, a number is no longer in service, and a call is being forwarded to an answering machine.

18. The computer implemented method of claim 11, further comprising dynamic time warping after the Mel-frequency cepstral coefficient to aid with a comparison of the audio signal with the pre-recorded carrier message.

20. The computer implemented method of claim 11, further comprising storing the Mel-frequency cepstral coefficient for the pre-recorded carrier message in a database.

19. A computer implemented method, comprising:

determining a Mel-frequency cepstral coefficient for a pre-recorded carrier message, wherein the determining includes, dividing a voice input into frame, performing a discrete Fourier transform to compute the fast Fourier transform of each frame to convert each frame of samples from a time domain into a frequency domain to determine a magnitude spectrum of the voice input, performing a filter according to Mel scale to output a log Mel spectrum of the voice input, and applying a discrete Cosine transform to convert the log Mel spectrum into the time domain to determine the Mel-frequency cepstral coefficient of the pre-recorded carrier message;

making an outbound call to a callee;

receiving an audio signal based on the outbound call, to determine a Mel-frequency cepstral coefficient for the received audio signal;

matching the Mel-frequency cepstral coefficient for the audio signal to a Mel-frequency cepstral coefficient for a pre-recorded carrier message; and

determining a content of the audio signal based on the match.