Apparatuses, methods and systems for a call searcher
First Claim
1. A call searcher processor-implemented method, comprising:
- obtaining an indication to perform call analytics in a real-time communications session;
recording the communications session as a plurality of media packets and storing the recorded media packets corresponding to a real-time communications session data in a recorded calls database;
upon obtaining the indication to perform call analytics, extracting from the database of recorded calls a subset of media packets corresponding to a portion of the stored real-time communications session data comprising communications packet data from a single participant for the purpose of performing analytics on said extracted real-time communications session data;
utilizing a dynamic data-structure tracking syntax-configured string and the extracted media packet data to generate a query and obtaining based on said query at least one session analysis rule from a database containing a plurality of rules, for evaluating and performing the analysis on the extracted communications session data;
analyzing via a processor the extracted real-time communications session data and applying the at least one session analysis rule to said session data;
generating a query and obtaining based on said query at least one possible call rating from a database of possible ratings for the real-time communications session;
dynamically applying the obtained at least one session analysis rule to the obtained possible ratings for the real-time communications session;
evaluating the obtained call ratings based on the applied session analysis rule and generating at least one call tag for the session;
associating the call tag with the communications session, wherein the call tag indicates that a violation of at least one session analysis rule has occurred; and
generating and sending automatic notification including the call tag indicating violation of at least one session analysis rule and requesting supervisor review and action for the real-time communications session being analyzed while the sessions is being conducted.
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Accused Products
Abstract
The APPARATUSES, METHODS AND SYSTEMS FOR A CALL SEARCHER implement efficient and scalable monitoring, regulation, and allocation of communications resources within an enterprise. In one embodiment, a call searcher processor-implemented method is disclosed, comprising: obtaining an indication to perform call analytics on a communications session; recording the communications session upon obtaining the indication; analyzing via a processor the recording to determine call ratings; obtaining a call tagging rule; associating a call tag with the communications session based on the call ratings and the call tagging rule; obtaining a review request for the communications session; providing a notification of the call tag and the recording of the communications session for review upon obtaining the review request; obtaining an indication to modify the communications session in response to providing the notification; and modifying the communications session according to the obtained indication.
74 Citations
21 Claims
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1. A call searcher processor-implemented method, comprising:
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obtaining an indication to perform call analytics in a real-time communications session; recording the communications session as a plurality of media packets and storing the recorded media packets corresponding to a real-time communications session data in a recorded calls database; upon obtaining the indication to perform call analytics, extracting from the database of recorded calls a subset of media packets corresponding to a portion of the stored real-time communications session data comprising communications packet data from a single participant for the purpose of performing analytics on said extracted real-time communications session data; utilizing a dynamic data-structure tracking syntax-configured string and the extracted media packet data to generate a query and obtaining based on said query at least one session analysis rule from a database containing a plurality of rules, for evaluating and performing the analysis on the extracted communications session data; analyzing via a processor the extracted real-time communications session data and applying the at least one session analysis rule to said session data; generating a query and obtaining based on said query at least one possible call rating from a database of possible ratings for the real-time communications session; dynamically applying the obtained at least one session analysis rule to the obtained possible ratings for the real-time communications session; evaluating the obtained call ratings based on the applied session analysis rule and generating at least one call tag for the session; associating the call tag with the communications session, wherein the call tag indicates that a violation of at least one session analysis rule has occurred; and generating and sending automatic notification including the call tag indicating violation of at least one session analysis rule and requesting supervisor review and action for the real-time communications session being analyzed while the sessions is being conducted. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A call searcher system, comprising:
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a processor; and a memory disposed in communication with the processor and storing processor-executable instructions, the instructions comprising instructions to; obtain an indication to perform call analytics in a real-time communications session; record the communications session as a plurality of media packets and storing the recorded media packets corresponding to a real-time communications session data in a recorded calls database; upon obtaining the indication to perform call analytics, extract from the database of recorded calls a subset of media packets corresponding to a portion of the stored real-time communications session data comprising communications packet data from a single participant for the purpose of performing analytics on said extracted real-time communications session data; utilize a dynamic data-structure tracking syntax-configured string and the extracted media packet data to generate a query and obtain based on said query at least one session analysis rule from a database containing a plurality of rules, for evaluating and performing the analysis on the extracted communications session data; analyze via a processor the extracted real-time communications session data and applying the at least one session analysis rule to said session data; generate a query and obtaining based on said query at least one possible call rating from a database of possible ratings for the real-time communications session; dynamically apply the obtained at least one session analysis rule to the obtained possible ratings for the real-time communications session; evaluate the obtained call ratings based on the applied session analysis rule and generating at least one call tag for the session; associate the call tag with the communications session, wherein the call tag indicates that a violation of at least one session analysis rule has occurred; and generate and send automatic notification including the call tag indicating violation of at least one session analysis rule and requesting supervisor review and action for the real-time communications session being analyzed while the sessions is being conducted. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory processor-readable medium storing processor-executable call searcher instructions, the instructions comprising instructions to:
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obtain an indication to perform call analytics in a real-time communications session; record the communications session as a plurality of media packets and storing the recorded media packets corresponding to a real-time communications session data in a recorded calls database; upon obtaining the indication to perform call analytics, extract from the database of recorded calls a subset of media packets corresponding to a portion of the stored real-time communications session data comprising communications packet data from a single participant for the purpose of performing analytics on said extracted real-time communications session data; utilize a dynamic data-structure tracking syntax-configured string and the extracted media packet data to generate a query and obtain based on said query at least one session analysis rule from a database containing a plurality of rules, for evaluating and performing the analysis on the extracted communications session data; analyze via a processor the extracted real-time communications session data and applying the at least one session analysis rule to said session data; generate a query and obtaining based on said query at least one possible call rating from a database of possible ratings for the real-time communications session; dynamically apply the obtained at least one session analysis rule to the obtained possible ratings for the real-time communications session; evaluate the obtained call ratings based on the applied session analysis rule and generating at least one call tag for the session; associate the call tag with the communications session, wherein the call tag indicates that a violation of at least one session analysis rule has occurred; and generate and send automatic notification including the call tag indicating violation of at least one session analysis rule and requesting supervisor review and action for the real-time communications session being analyzed while the sessions is being conducted. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification