|Calabrio, Inc. Patent applications|
|Patent application number||Title||Published|
|20110235520||LIVE MONITORING OF CALL SESSIONS OVER AN IP TELEPHONY NETWORK - Systems and methods for monitoring call sessions over an IP telephony network are disclosed. An illustrative system for monitoring call sessions over an IP telephony network includes a number of user telephone stations, a communications manager configured to direct call session data streams to the user telephone stations, and an application configured to receive the call session data streams and direct those streams to one or more monitoring stations for monitoring. The call session data streams can be sent directly to the monitoring stations or can be sent to the monitoring stations via a monitoring server that forwards the call session data streams to a record service or record server.||09-29-2011|
|20110216896||DESKTOP RECORDING ARCHITECTURE FOR RECORDING CALL SESSIONS OVER A TELEPHONY NETWORK - Systems and methods for recording call sessions over a telephony network using a desktop recording architecture are disclosed. An illustrative system for recording call sessions over a telephony network includes one or more user telephone stations equipped with a telephone and computer desktop, and one or more additional record services or record servers. A desktop recording service associated with the computer desktop is configured to operate as either a primary or secondary recording service for recording inbound or outbound calls conducted over the user telephone station.||09-08-2011|
|20100316199||DISTRIBUTED RECORD SERVER ARCHITECTURE FOR RECORDING CALL SESSIONS OVER A VOIP NETWORK - Devices, systems, and methods for recording call sessions over a VoIP network using a distributed record server architecture are disclosed. An example recording device for recording segments of a call session includes a record server configured to receive an agent voice data stream and an external caller voice data stream from an agent telephone station, and a file repository configured to store voice data and call data associated with each recorded segment of the call session. The recording device is configured to tag recorded segments of each call session, which can be later used by a third-party application or database to check the status and/or integrity of the recorded call session.||12-16-2010|
|20090292538||SYSTEMS AND METHODS OF IMPROVING AUTOMATED SPEECH RECOGNITION ACCURACY USING STATISTICAL ANALYSIS OF SEARCH TERMS - Systems and methods of improving speech recognition accuracy using statistical analysis of word or phrase-based search terms are disclosed. An illustrative system for statistically analyzing search terms includes an interface adapted to receive a text-based search term, a textual-linguistic analysis module that detects textual features within the search term and generates a first score, a phonetic conversion module that converts the search term into a phoneme string, a phonetic-linguistic analysis module that detects phonemic features within the phoneme string and generates a second score, and a score normalization module that normalizes the first and second scores and outputs a search term score to a user or process.||11-26-2009|
|20080219243||SYSTEMS AND METHODS FOR MONITORING QUALITY OF CUSTOMER SERVICE IN CUSTOMER/AGENT CALLS OVER A VOIP NETWORK - A system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow between a caller and a call center agent and storage servers. The distributed system is used to monitor, record and analyze real time communications between the caller and the agent and to identify whether certain predetermined parameters are occurring in any particular call. In the event that such a predetermined parameter does exist, a message can be sent to a supervisory station or dialog guidance messages may be sent to the agent.||09-11-2008|
Patent applications by Calabrio, Inc.