Configuring contact center components for real time speech analytics

• US 9,854,097 B2
• Filed: 06/08/2017
• Issued: 12/26/2017
• 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:
  US15/617,301
• Publication Number:
  US 20170272575A1
• Time in Patent Office: 201 Days
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• 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 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.

Claims

1. 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.

2. The method of claim 1, wherein the number of available SAS licenses is decremented in response to establishing the first VoIP stream and the second VoIP stream.

3. The method of claim 2, wherein the number of available SAS licenses is decremented by two.

4. The method of claim 1, further comprising:

receiving a second input from the user interacting with the GUI indicating the each call associated with the user-indicated specific calling campaign is to be recorded.

5. The method of claim 1, wherein a name of the specific calling campaign is selected by the user from among a plurality of names of calling campaigns displayed on the GUI.

6. The method of claim 1, further comprising:

terminating the call, wherein the number of available SAS licenses are incremented by two.

7. The method of claim 1, wherein the call is an incoming call to the call handler in the contact center.

8. 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.

9. The system of claim 8, wherein the computer processor is configured to:

decrement the number of available SAS licenses in response to establishing the first VoIP stream and the second VoIP stream.

10. The system of claim 9, wherein the computer processor is configured to decrement the number of available SAS licenses by two.

11. The system of claim 8, wherein the computer processor is configured to:

receive a second input from the user interacting with the GUI indicating the each call associated with the user-indicated specific calling campaign is to be recorded.

12. The system of claim 8, wherein the computer processor is configured to:

receive a name of the user-indicated specific calling campaign selected by the user from among a plurality of names of calling campaigns displayed on the GUI to the user.

13. The system of claim 8, wherein the computer processor is configured to:

terminate the call; and

increment the number of available SAS licenses by two in response to terminating the call.

14. The system of claim 8, wherein the call is an incoming call to the call handler in the contact center.

15. 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.

16. The non-transitory computer readable medium of claim 15, further comprising instructions that when executed cause the computer processor to:

decrement the number of available SAS licenses in response to establishing the first VoIP stream and the second VoIP stream.

17. The non-transitory computer readable medium of claim 15, further comprising instructions that when executed cause the computer processor to:

decrement the number of available SAS licenses by two.

18. The non-transitory computer readable medium of claim 15, further comprising instructions that when executed cause the computer processor to:

receive a second input from the user interacting with the GUI indicating the each call associated with the user-indicated specific calling campaign is to be recorded.

19. The non-transitory computer readable medium of claim 15, further comprising instructions that when executed cause the computer processor to:

receive a name of the user indicated specific calling campaign selected by the user from among a plurality of names of calling campaigns displayed on the GUI to the user.

20. The non-transitory computer readable medium of claim 15, further comprising instructions that when executed cause the computer processor to:

terminate the call; and

increment the number of available SAS licenses by two in response to terminating the call.