Signal monitoring apparatus for analyzing communications

• US 6,404,857 B1
• Filed: 02/10/2000
• Issued: 06/11/2002
• Est. Priority Date: 09/26/1996
• Status: Expired due to Term

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Eyretel Limited
• Inventors: Blair, Christopher Douglas, Keenan, Roger Louis
• Primary Examiner(s): CUMMING, WILLIAM D
• Application Number:
  US09/500,800
• Time in Patent Office: 852 Days
• Field of Search: 379/135, 379/67.1, 379/85, 379/88.09
• US Class Current: 379/67.1
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 17/00 Speaker identification or verification techniques
• CPC Class Codes: G10L 17/26 Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/2272 Subscriber line supervision circuits, e.g. call detection circuits
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device for identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.

Claims

1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:

a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;

a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;

a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;

a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;

a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and

a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system,

wherein said at least one predetermined parameter is an amplitude envelope of the voice communication content of the at least one monitored signal, and

said digital processor further identifies episodes of anger or shouting by analyzing amplitude envelope.

29. The monitoring system of claim 1, wherein said digital voice recorder, said digital processor, said recorder, said traffic stream identifier, and said data analyzer reside on an add-in card to a telecommunications system.

2. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:

a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;

a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;

a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;

a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;

a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and

a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system,

wherein said at least one predetermined parameter is a prosody of the voice communication content of the at least one monitored signal, and

the prosody content comprises a frequency and content of pauses, repetitions, stutters, and nonsensical utterances.

21. The monitoring system of claim 2, wherein said at least one predetermined parameter further includes a frequency of keywords identified in the voice communication content of the at least one monitored signal.

22. The monitoring system of claim 2, wherein said at least one predetermined parameter further includes an amplitude envelope of the voice communication content of the at least one monitored signal.

23. The monitoring system of claim 2, wherein the monitoring point is a telephone exchange switch and said connections for being operatively attached to the telephony exchange switch are attached via high impedance taps (20) to telephone signal lines (24, 26) attached to said telephony exchange switch.

24. The monitoring system of claim 2, wherein said communication traffic controller serves to identify at least one section of traffic relative to another so as to identify a source of the predetermined parameter.

25. The monitoring system of claim 2, wherein said communication traffic controller serves to influence further monitoring actions within the apparatus.

26. The monitoring system of claim 2, wherein the analyzed contents of the at least one monitored signal comprise the interaction between at least two signals representing an at least two-way conversation.

27. The monitoring system of claim 2, wherein the recorder operates in real time to provide a real-time indication of the occurrence.

28. The monitoring system of claim 2, wherein said digital voice recorder comprises an analog/digital convertor (18) for converting analog voice into a digital signal.

3. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:

a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;

a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;

a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;

a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;

a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and

a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system,

wherein said digital processor is a Digital Signal Processor (30) arranged to operate in accordance with an analyzing algorithm,

the at least one predetermined parameter comprises plural predetermined parameters, and

the analysis is arranged so as to afford each of the plural predetermined parameters a particular weighting or relative value.

4. The monitoring system of claim 3, wherein said communication traffic controller serves to identify at least one section of traffic relative to another so as to identify a source of the predetermined parameter.

5. The monitoring system of claim 3, wherein said communication traffic controller serves to influence further monitoring actions within the apparatus.

6. The monitoring system of claim 3, wherein the analyzed contents of the at least one monitored signal comprise the interaction between at least two signals representing an at least two-way conversation.

7. The monitoring system of claim 3, wherein the recorder operates in real time to provide a real-time indication of the occurrence.

8. The monitoring system of claim 3, wherein said digital voice recorder comprises an analog/digital convertor (18) for converting analog voice into a digital signal.

9. The monitoring system of claim 3, wherein the monitoring point is a telephone exchange switch and said connections for being operatively attached to the telephony exchange switch are attached via high impedance taps (20) to telephone signal lines (24, 26) attached to said telephony exchange switch.

10. The monitoring system of claim 3, wherein the digital processor is arranged to operate in real time.

11. The monitoring system of claim 3, further comprising a replay station (32) connected to said digital processor and arranged such that the voice communication content of the at least one monitored signal can be recorded and monitored by said digital processor for identifying the at least one parameter at some later time.

12. The monitoring system of claim 3, wherein said recorder records the occurrence of the plural predetermined parameters in each of the two directions of traffic separately.

13. The monitoring system of claim 3, wherein said traffic stream identifier comprises a means for receiving an identifier tagged onto the traffic so as to identify its source.

16. The monitoring system of claim 3, wherein said digital voice recorder for monitoring the traffic streams is operative responsive to an output from said traffic stream identifier identifying the source of the conversation in which the predetermined parameter has been identified, or a threshold occurrence of the predetermined parameter has been exceeded.

17. The monitoring system of claim 3, wherein said digital voice recorder, said digital processor, said recorder, said traffic stream identifier, and said data analyzer reside on an add-in card to a telecommunications system.

30. The monitoring system of claim 9, wherein said at least one predetermined parameter includes a frequency of keywords identified in the voice communication content of the at least one monitored signal.

31. The monitoring system of claim 9, wherein said at least one predetermined parameter includes an amplitude envelope of the voice communication content of the at least one monitored signal.

14. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:

a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;

a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;

a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;

a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;

a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and

a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system,

wherein said at least one predetermined parameter is an amplitude envelope of the voice communication content of the at least one monitored signal, and

further comprising a reconstructing means (32) for reconstructing signals of the traffic streams to their original form.

15. The monitoring system of claim 14, wherein the amplitude envelope is reconstructed by recording the gain applied by the recorder.

18. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:

a digital recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital recorder having connections (20) for being operatively attached to the monitoring point;

a digital processor (30) connected to said digital recorder for identifying at least one predetermined parameter by analyzing the communication con tent of at least one monitored signal taken from the traffic streams;

a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;

a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;

a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and

a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system,

wherein said at least one predetermined parameter is non-live element of a predominantly voice communication content of the at least one monitored signal, and

said non-live element is one of a dialing signal, a background noise, a line noise, and a recorded speech.

19. The monitoring system of claim 18, wherein said two-way conversation traffic streams comprise a first direction conversation and a second direction conversation, and said at least one predetermined parameter is a transmission relationship between the first direction conversation and the second direction conversation of the at least one monitored signal.

20. The monitoring system of claim 19, wherein the transmission relationship is a delay occurring or an overlap between the first direction conversation and the second direction conversation.