Configuring contact center components for real time speech analytics
First Claim
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.
9 Assignments
0 Petitions
Accused Products
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.
-
Citations
20 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; andestablish 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. - View Dependent Claims (2, 3, 4, 5, 6, 7)
- GUI”
-
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; andestablishing 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. - View Dependent Claims (9, 10, 11, 12, 13)
-
-
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; andestablishing 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. - View Dependent Claims (15, 16, 17, 18, 19, 20)
- GUI”
Specification