System, Method and Computer Program Product for a Universal Call Capture Device

• US 20150003595A1
• Filed: 09/15/2014
• Published: 01/01/2015
• Est. Priority Date: 04/25/2011
• Status: Abandoned Application

• Current Assignee: Transparency Sciences LLC
• Original Assignee: Transparency Sciences LLC
• Inventors: Iftikhar, Naveed, Yaghi, Mudar, Cook, Steve, Means, Robert S.
• Application Number:
  US14/485,801
• Publication Number:
  US 20150003595A1
• Time in Patent Office: Days
• US Class Current: 379/85
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A system, method and computer program product records call data, may include, an input couplable to an audio source, memory; network interface; and processor(s), configured to: detect a call, capture digital audio data, and transmit digital audio data over the network interface to a network accessible resource. The apparatus may include processor(s) to record a call, audio (e.g., speaker, etc); and/or any other content such as video/image(s) from webcam; user screen capture (e.g., employee) computing device; environmental sensor data (e.g., temperature, etc.); geo-location information from a device (e.g., GPS); computer usage; electronic communications (e.g., email, etc.); or social networking activities; to provide/transmit activity information to a network cloud to store, or to process (e.g., analysis, or viewing); to make activity information available to: perform any of analyzing, viewing, reporting, training, or alert; to attach a user activity record to IT systems to verify user commitments/verification.

Claims

1. An apparatus comprising:

an input capable of being coupled to a source of telephone audio;

a memory for storing data;

a network interface capable of transmitting data over a network; and

at least one processor, coupled to the input and network adapter, and configured to;

detect a telephone call,

capture digital audio data, and

transmit the digital audio data over the network interface to a network accessible resource.

2. The apparatus according to claim 1, wherein said input comprises at least one of:

a handset jack;

or

a headset jack.

3. The apparatus according to claim 1, wherein said network interface comprises at least one of:

a wireless network,

a wired network, or

an ethernet network connection.

4. The apparatus according to claim 1, wherein said at least one processor configured to detect the call comprises:

wherein said at least one processor is configured to at least one of;

detect voice and silence;

detect digital signals and process the digital signals;

determine traffic patterns to a headset or a handset input;

detect a change in current flow or voltage levels;

detect network protocol;

or

detect a dual tone multiple frequency (DTMF) signaling.

5. The apparatus according to claim 1, wherein the apparatus further comprises at least one of:

at least one key;

or

at least one button; and

wherein based upon receipt of activation of said at least one key, or said at least one button, said at least one processor is configured to at least one of;

initiate recording;

or

terminate recording.

6. The apparatus according to claim 1, wherein the apparatus further comprises at least one of:

at least one key;

or

at least one button; and

wherein based upon receipt of activation of said at least one key, or said at least one button, said at least one processor is configured to at least one of;

allow a user to select recording on one side of a call;

or

allow a user to select recording on both sides of a call.

7. The apparatus according to claim 1, wherein said at least one processor is further configured to at least one of:

recognize at least one command;

allow a user to speak commands into a telephone;

or

allow sending at least one command to the network accessible resource for processing.

8. The apparatus according to claim 7, wherein the network accessible resource is configured to:

store the digital audio data received in association with a UCCD identification code; and

process the digital audio data according to the at least one command received from the UCCD.

9. The apparatus according to claim 7, wherein the network accessible resource is configured to:

simultaneously store the digital audio data received from a plurality of the UCCDs, wherein each of said plurality of the UCCDs comprises a unique UCCD identification code.

10. The apparatus according to claim 1, wherein the UCCD captures the digital audio data and said at least one processor is further configured to:

store the digital audio data in said memory.

11. The apparatus according to claim 1, wherein the UCCD captures and transmits the digital audio data to the network accessible resource, and wherein said at least one processor is further configured to:

transmit the digital audio data in at least one regular interval.

12. The apparatus according to claim 1, wherein said memory comprises:

a non-volatile memory, and

wherein stored on said non-volatile memory is data comprising;

an internet protocol (IP) address of the network accessible resource; and

a UCCD identification code.

13. The apparatus according to claim 1, wherein said at least one processor is further configured to at least one of:

receive an indication to start or stop recording, wherein said indication comprises receiving at least one of a selection to start recording, a selection to stop recording, a trigger, or a toggle, wherein said at least one processor is further configured to at least one of;

i. receive said selection based on a timer, wherein said timer comprises at least one of a user defined timer or a signaled timer from a remote web server to start recording user activity and stop recording said user activity;

ii. receive said selection based upon receiving launching of at least one user-selected software application, or portion of at least one software application to start recording user activity;

iii. receive said selection based upon receiving closing or making inactive at least one user-selected software application, or portion of at least one software application to stop recording user activity;

iv. receive said selection based upon receiving facial recognition by at least one of the webcam, or other video capture device;

v. receive said selection based upon receiving a change in audio level or a prescribed voice detection;

vi. receive said selection based upon receiving a signal from a remote web server, initiated by a manager or automated based on detection of certain external events or software parameters;

receive said selection based upon receiving a signal from at least one of a VOIP session initiation, or telco activity, to at least one of;

start recording user activity, or stop recording activity;

vii. receive at least one DTMF signal;

viii. receive at least one dial tone;

or

ix. receive at least one speech activity;

b. upon receipt of said indication, record activity information at an employee or user computing device, said recording comprising at least one of;

i. capture of audio from at least one of;

a mic,

speaker,

telco device, or

VOIP session;

ii. capture of at least one of;

content,

audio content,

video content,

a stream,

a video,

a screen capture of a computing device,

an image from a web cam, or

an image from a camera;

iii. capture of a screen capture of a computing device;

iv. capture of a screen capture of an employee or user computing device;

v. capture of environmental data from at least one sensor comprising at least one of a temperature sensor, a humidity sensor, or an environmental conditions sensor;

vi. capture of geo-location information from at least one location sensing device;

vii. capture of computer usage data;

viii. capture of electronic communications comprising at least one of;

an electronic mail message,

an instant message,

an SMS message, or

an MMS message;

ix. capture of at least one social media post;

or

x. capture of at least one social networking activity; and

c. provide or transmit said activity information to a network cloud for at least one of;

storage, processing, access, or review.

14. The apparatus according to claim 13, wherein said at least one processor is further configured to at least one of:

make information available for at least one of;

i. provide or perform at least one of analyzing, viewing, reporting, training, or alerting;

ii. attach employee or user activity record to at least one of IT or other independent system comprising at least one of;

employee or user activity referenced or attached to corporate IT systems including at least one of enterprise resource planning (ERP), customer relationship management (CRM), engineering project management (EPM), project management, collaboration, knowledge management (KM), or human resources (HR);

iii. verify commitment of an employee or user comprising at least one of;

reviewing a recorded session of said commitment of the employee or user, wherein said commitment is to at least one of a peer, customer, or manager, or approving said commitment;

or

iv. process by a third party verification system.

15. The apparatus according to claim 13, wherein said at least one processor is further configured to at least one of:

receive feedback of at least one of a manager, a supervisor, or a coach, and associating or incorporating said feedback with said content;

receive at least one note to self, and associating or incorporating, as part of an employee knowledge base;

or

provide for user selection of at least one activity or at least one session for training purposes, and receiving said user selection, or storing said user selection in a company knowledge base.

16. The apparatus according to claim 13, wherein said at least one processor is further configured to at least one of:

provide an information display mechanism, whereby the recording component serves to display information of at least one user activity.

17. The apparatus according to claim 16, wherein said at least one processor is further configured to at least one of:

provide a visual display of information of various outcomes across user activities comprising at least one of;

a number of telco calls;

a number of CRM outcomes;

a number of feedback messages;

a number of user defined outcomes in various software applications;

a user specific electronic message;

a team specific electronic message;

or

an alert based on at least one of an organizational or a user defined characteristic comprising at least one of a breaking news item, weather, product information, service information, or company information;

provide a recent webcam image to provide visual feedback as to mood or facial expression of the user;

provide a performance ranking or a status of a user within a team;

provide proximity to defined goals, or potential awards, of a user or a team of the user;

or

provide for review of training materials or time required to achieve a training objective of the user.

18. The apparatus according to claim 13, wherein said at least one processor is further configured to at least one of:

d. analyze a volume level of an audio recording to determine when an actual conversation was taking place;

e. analyze how often, or a percentage of time the user was engaged in a conversation;

f. analyze a conversational tone for mood detection or determining at least one of;

a level of anxiety, level of stress, or level of calmness;

g. analyze a mood of the user during various times;

h. correlate a mood of the user with user productivity;

i. analyze a webcam image to determine presence of an individual in an image to ascertain amount of time user was at desk of the user;

j. analyze a facial expression of the user for mood detection;

k. analyze a desktop screen image of the user to assess the nature of computing activity engaged by the user;

l. analyze a software application used by the user;

m. analyze a duration of use of a software application by the user;

or

n. analyze a frequency of use of a software application by the user.

19. The apparatus according to claim 1, wherein said at least one processor is further configured to at least one of:

receive input comprising at least one of audio data, visual data, screen data, webcam data, sensory data, or environmental data comprising;

i. capture data or receive captured data comprising at least one of;

1. capture or receive data of a category comprising at least one of;

a. capture or receive continuous audio data captured in a plurality of portions from a source comprising at least one of;

 

i. a mic;

 

ii. a speaker;

 

iii. a cloud based telco;

 

iv. a VoIP calls;

 

v. a video conference;

 

vi. a captured audio;

or

 

vii. an audio stream;

b. capture or receive a video comprising at least one of;

at least one image, or a stream of images, wherein said at least one image or said stream is captured at a configurable frequency from a video source comprising at least one of;

 

i. a Webcam;

 

ii. an external video capture device;

 

iii. a video conference device;

or

 

iv. a camera;

c. capture or receive a screen capture comprising at least one of;

at least one screen image, or a stream of screen images, wherein said at least one screen image or said stream is captured at a configurable frequency from a display screen capture source comprising at least one of;

 

i. a user display device;

 

ii. a display device controller;

 

iii. a software usage catalog;

 

iv. a computer usage list;

or

 

v. a browser usage catalog;

d. capture or receive user activity data comprising at least one user activity captured at a configurable frequency from at least one interactive device comprising at least one of;

 

i. a camera;

 

ii. a video device;

 

iii. an audio device;

 

iv. a capture device;

 

v. a sensing device;

 

vi. a behavioral demographic indication of user activity;

 

vii. a psychographic indication of user activity;

 

viii. an action button;

 

ix. an activity indicator;

 

x. a message capture;

 

xi. an electronic message;

 

xii. an instant message (IM);

 

xiii. a social media post;

or

 

xiv. a message;

e. capture or receive a location using a location based sensing device comprising at least one of;

 

i. a global positioning system (GPS) sensing device;

 

ii. a geo tagging system;

 

iii. a wireless location sensing system;

or

 

iv. a multi-dimensional location sensing system;

f. capture or receive data of or for a customer relationship management (CRM) system;

g. capture or receive data of or for telco data comprising at least one of;

data of calls initiated;

data of calls on the Web;

data of calls on VOIP;

data of calls recorded as separate calls;

data of separate calls flagged as separate calls/interactions;

or calls incorporated in the Analysis/Viewing System;

h. capture or receive sales force automation data comprising at least one of;

 

i. CRM data;

 

ii. customer data;

 

iii. customer service data;

 

iv. purchasing data;

or

 

v. billing data;

i. capture or receive sensor based data comprising at least one of;

 

i. capturing location data;

 

ii. capturing environmental data;

or

 

iii. capturing user activity data;

j. capture or receive Environmental data comprising at least one of;

 

i. capturing temperature data;

 

ii. capturing humidity data;

or

 

iii. capturing sensor-based data;

k. capture or receive user data;

or

l. capture or receive scanning data comprising at least one of scanner data, or fax data;

or

2. capture or receive data of a source comprising at least one of;

a. capturing a user-initiated data;

or

b. capturing an automated capture of data;

ii. create or receive, and store or receive, metadata comprising at least one of;

1. monitoring or analyzing capture activity;

2. creating log of activity;

3. tracking time of transfers;

or

4. sending a message about transfer to server;

b. analyze said input comprising at least one of;

i. analyze audio content comprising at least one of;

1. analyze at least one of a client end, or server end;

2. perform audio quantification comprising at least one of;

a. distinguish noise from silence comprising at least one of;

 

i. place audio content on a scale;

or

 

ii. enable a supervisor to use a threshold to filter;

b. perform call analysis comprising at least one of;

 

i. analyze Web-based calls;

or

 

ii. analyze VOIP calls;

c. capture calls since the calls may not necessarily be recorded at the client;

d. determine at least one of inbound, or outbound calls;

or

e. distinguish telephony calls comprising at least one of VoIP or plain old telephone system (POTS) calls from generic audio;

3. process audio comprising analyze using a speech-to-text engine comprising at least one of;

a. transcribe audio;

b. translate a language transcription;

c. analyze an audio transcript for keywords;

d. enable searches of audio content;

or

e. analyze audio for possible filtering of at least one of unauthorized, or non-consensual recordings;

ii. analyze image content, wherein said image content comprises at least one of webcam, camera, or videoconference image content, said analyze comprising at least one of;

1. analyze on a device comprising at least one of a client;

or a server, said analyzing comprising at least one of;

a. compare images analyzing presence of user;

b. compare images analyzing non-presence of user;

c. detect presence of user;

d. mark presence of user;

e. detect nonpresence of user;

f. mark nonpresence of user;

g. monitor facial expressions for at least one of;

changes, or mood changes;

or

iii. perform screen capture content analysis comprising at least one of;

1. analyze at at least one of a client, or a server, comprising at least one of;

a. analyze computing device screens for cataloging user software usage;

b. analyze computing device activity;

c. analyze browser activity;

or

d. catalogue for review; and

c. provide output of said process to at least one of;

i. a display for a Viewing System of a viewing user;

ii. storage;

or

iii. a display, wherein the display comprising display of at least one of;

1. display individual captured data;

2. display individual analyzed data;

3. display team captured data;

4. display team analyzed data;

5. display a timeline of user activity for playback comprising at least one of;

a. display and allowing feedback to user during interaction;

b. display an audio graph of audio/volume levels recorded;

c. display screen captured images;

d. display webcam images captured;

e. display activity detail from external systems comprising at least one of enterprise resource planning (ERP), customer relationship management (CRM), engineering project management (EPM), project management, collaboration, knowledge management (KM), human resources (HR), or other user defined software;

f. display weather data;

g. display breaking news;

h. display customer name, company name, telephone number from an external CRM or Telco system;

or

i. receive at least one of audio or text comments from at least one of a manager, a supervisor, a coach, or a peer;

6. set up an Alert System comprising at least one of;

a. provide a push system;

b. display selected data;

or

c. display selected data based on supervisor defined rules and/or triggers;

7. set up a training system comprising at least one of;

a. display selected data;

or

b. display selected data based on supervisor selection;

8. display random sampling of the users activities during the day as a slideshow;

9. display random sampling of team activities during the day as a slideshow;

10. benchmark;

11. display benchmark data to compare at least one of a team or an individual activity to at least one of industry average, or geographic averages;

or

12. display individual captured data as a personal diary.

20. A computer implemented system comprising at least one processor and at least one memory coupled to said at least one processor, said system comprising:

a user capture system operative

to capture content data about a first user comprising;

audio content captured continually in a plurality of segments;

to capture meta data about said captured content;

to store said captured content and said meta data; and

to transfer said captured content and said meta data about said captured content to at least one of a cloud based network system or a cloud based storage system for at least one of analysis or processing to prepare said content for viewing by a second user.

21. The system according to claim 20, further comprising wherein said user capture system is further operative to capture at least one of:

webcam content comprising a plurality of images captured at a configurable frequency, and

screen capture content comprising a plurality of images or data captured at a configurable frequency.