Configuring contact center components for real time speech analytics

• US 9,712,675 B1
• Filed: 08/08/2016
• Issued: 07/18/2017
• Est. Priority Date: 11/06/2013
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Noble Systems Corporation
• Inventors: Ouimette, Jason P.
• Primary Examiner(s): Hoque, Nafiz E
• Application Number:
  US15/231,154
• Time in Patent Office: 344 Days
• Field of Search: 37926502, 37926507, 37926607
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5133 Operator terminal details
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15

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 or agents in 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 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.

Claims

1. A system providing a graphical user interface (“

GUI”

) to a user to configure parameters for streaming a first call and a second call from a call handler in a contact center to a speech analytics system (“

SAS”

), comprising;

a microprocessor configured to;

provide calling campaign selection information on the GUI to the user allowing the user to select from two or more calling campaigns in the call handler for streaming the first call to the SAS, wherein the two or more calling campaigns includes a first calling campaign and a second calling campaign;

receive a first input from the user interacting with the GUI selecting the first calling campaign wherein calls associated with the first calling campaign are streamed to the SAS using dual audio streams;

receive a second input from the user interacting with the GUI selecting the second calling campaign wherein calls associated with the second calling campaign are not streamed to the SAS;

initiate the first calling campaign;

process the first call associated with the first calling campaign, wherein processing the first call comprises;

establish a first Voice-over Internet Protocol (“

VoIP”

) stream to the SAS from the call handler conveying audio of an agent on the first call; and

establish a second VoIP stream to the SAS from the call handler conveying audio of a remote party on the first call;

initiate the second calling campaign; and

process the second call associated with the second calling campaign, wherein processing the second call comprises not establishing any associated VoIP streams to the SAS from the call handler for the second call.

2. The system of claim 1, wherein the microprocessor is further configured to:

cause the first call to be recorded based on the first input from the user causing all calls of the first calling campaign to be recorded.

3. The system of claim 1, wherein the microprocessor is further configured to:

cause a number of available speech analytics licenses to be decremented by two in response to processing the first call.

4. The system of claim 3, wherein the microprocessor is further configured to:

cause the number of available speech analytics licenses to be incremented by two in response to termination of the first call.

5. The system of claim 1, wherein the microprocessor is further configured to:

not decrement a number of available speech analytics licenses in response to processing the first call.

6. The system of claim 1, wherein the first calling campaign is of a first type comprising either an inbound calling campaign or an outbound calling campaign and the second calling campaign is of a second type comprising the inbound calling campaign or the outbound calling campaign, wherein the second type is different from the first type.

7. The system of claim 1, wherein the microprocessor is further configured to:

process another call associated with the first calling campaign while the first call is active;

determine that a number of available speech recognition licenses equals zero; and

establish the another call to the agent without establishing any VoIP streams to the SAS for the another call.

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

provide calling campaign selection information on a Graphical User Interface (“

GUI”

) to a user allowing the user to select from two or more calling campaigns for streaming the first call from a call handler to a speech analytics system (“

SAS”

), wherein the two or more calling campaigns includes a first calling campaign and a second calling campaign;

receive a first input from the user interacting with the GUI selecting the first calling campaign for streaming calls associated with the first calling campaign from the call handler to the SAS using dual audio streams;

receive a second input from the user interacting with the GUI selecting the second calling campaign for not streaming calls associated with the second calling campaign from the call handler to the SAS;

initiate the first calling campaign;

process a first call associated with the first calling campaign, wherein processing the first call comprises;

establishing a first Voice-over Internet Protocol (“

VoIP”

) stream from the call handler to the SAS conveying audio of an agent on the first call; and

establishing a second VoIP stream from the call handler to the SAS conveying audio of a remote party on the first call;

initiate the second calling campaign; and

process a second call associated with the second calling campaign, wherein processing the second call comprises not establishing any associated VoIP stream from the call handler to the SAS for the second call.

9. The non-transitory computer readable medium of claim 8, wherein the instructions further cause the processor to:

cause the first call to be recorded based on the first input.

10. The non-transitory computer readable medium of claim 8, wherein the instructions further cause the processor to:

decrement a number of available speech analytics licenses by two in response to processing the first call.

11. The non-transitory computer readable medium of claim 8, wherein the instructions further cause the processor to:

increment the number of available speech analytics licenses by two in response to the first call ending.

12. The non-transitory computer readable medium of claim 8, wherein the instructions further cause the processor to:

not decrement the number of available speech analytics licenses in response to processing the second call.

13. The non-transitory computer readable medium of claim 8, wherein the first calling campaign is of a first type comprising either an inbound calling campaign or an outbound calling campaign and the second calling campaign is a second type, wherein the second type is different from the first type.

14. A method for providing a graphical user interface (“

GUI”

) to a user to configure parameters for processing a first call and a second call from a call handler in a contact center comprising;

providing calling campaign selection information on the GUI to the user allowing the user to select from two or more calling campaigns for streaming audio from a call handler to a speech analytics system (“

SAS”

), wherein the two or more calling campaigns includes a first calling campaign and a second calling campaign;

receiving a first input from the user interacting with the GUI selecting the first calling campaign for streaming the audio from the call handler of calls associated with the first calling campaign to the SAS using dual audio streams;

receiving a second input from the user interacting with the GUI selecting the second calling campaign for not streaming the audio from the call handler of calls associated with the second calling campaign to the SAS;

initiating the first calling campaign after receiving the first input;

processing the first call associated with the first calling campaign, wherein processing the first call comprises;

establishing a first Voice-over Internet Protocol (“

VoIP”

) stream from the call handler to the SAS conveying audio of an agent on the first call; and

establishing a second VoIP stream from the call handler to the SAS conveying audio of a remote party on the first call;

initiating the second calling campaign after receiving the second input; and

processing the second call associated with the second calling campaign, wherein processing the second call comprises not establishing at any VoIP stream from the call handler to the SAS for the second call.

15. The method of claim 14, wherein processing the first call further comprises:

determining a number of available speech analytics licenses is two or more prior to establishing the first VoIP stream and the second VoIP stream; and

decrementing the number of available speech analytics licenses by two.

16. The method of claim 15, further comprising:

terminating the first call; and

terminating the first VoIP stream and the second VoIP in response to the first call being terminated; and

incrementing the number of speech analytics licenses by two in response to terminating the first VoIP stream and the second VoIP stream.

17. The method of claim 14, further comprising:

not decrementing the number of available speech analytics licenses in response to processing the second call.

18. The method of claim 14, further comprising:

receiving a third call associated with the first calling campaign while the first call is active with the agent;

determining that a number of available speech analytics licenses is equal to zero; and

connecting the third call to another agent without establishing either a corresponding VoIP stream from the call handler to the SAS.

19. The method of claim 14, wherein

the first calling campaign is of a first type comprising either an inbound calling campaign or an outbound calling campaign, and

the second calling campaign is of a second type comprising either the inbound calling campaign or the outbound calling campaign, wherein the second type is different from the first type.

20. The method of claim 14, comprising:

receiving a third input from the user interacting with the GUI selecting a third calling campaign indicating a single VoIP stream is to be established from the call handler to the SAS for each call associated with the third calling campaign;

receiving a third call associated with the third calling campaign;

decrementing a number of available speech analytics licenses by one; and

establishing a single VoIP stream from the call handler to the SAS for the third call.