Patent application number | Description | Published |
20080255825 | PROVIDING TRANSLATIONS ENCODED WITHIN EMBEDDED DIGITAL INFORMATION - A method of providing a translation within a voice stream can include receiving a speech signal in a first language, determining text from the speech signal, translating the text to a second and different language, and encoding the translated text within the speech signal. | 10-16-2008 |
20080262837 | METHOD AND SYSTEM OF DYNAMICALLY ADJUSTING A SPEECH OUTPUT RATE TO MATCH A SPEECH INPUT RATE | 10-23-2008 |
20080263643 | METHOD AND SYSTEM FOR PASSWORD APPLICATION - Methods, systems, and program products for a client application provide child passwords mapped to a parent password authorized for login to a secure network resource server. A child user logs in to the client application by entering the child password. When a child user properly requests a secure resource from the secure network resource server, the client application uses the authorized parent password to login to the secure server and retrieve a secure resource without communicating the child password to the secure server. The child user login session is administered by the local application pursuant to access rules or limitation parameters associated with the child password. Child passwords may be set to expire. The client application may also monitor secure server access by a child user; monitored use may also be reported, and an access rule or password limitation parameter may be revised in response to monitoring and use reporting. | 10-23-2008 |
20080267374 | TELEPHONY SERVICE INVOCATION USING SERVICE DESCRIPTORS - A method of providing telephony services can include receiving a request to query a subscriber information data store to determine service description information for a call. The service description information can specify at least one telephony service associated with a subscriber for use in processing the call. The method further can include querying the subscriber information data store to determine the service description information, receiving the service description information from the subscriber information data store, and providing the service description information to a telephony service node to implement a telephony service specified by the service description information with respect to the call. | 10-30-2008 |
20080312925 | System and Method for Implementing Voice Print-Based Priority Call Routing - A system, method, and computer-usable medium for routing a call. A server receives a call from a client. A routing engine captures a voice print from the call. In response to the routing engine capturing the voice print from the call, the routing engine compares the voice print to a database that includes a collection of voice prints. In response to the routing engine matching the voice print to at least one voice print among the collection of voice prints, an interactive voice response (IVR) module routes the call to an appropriate call queue based on the matching of the voice print. The appropriate queue routes the call from the appropriate call queue to a call center corresponding to the appropriate call queue. | 12-18-2008 |
20090028316 | Method of and System for Managing Conference Calls - A method of and system for managing a conference call among participants and a moderator provides a control mode in which only one participant can speak at time. All participants other than the speaker are muted. The system maintains a talk queue. When a participant requests to speak, the system places the participant in the talk queue. The system may announce to the moderator that the participant has registered to speak. The system may also announce to the moderator the participant's position in the talk queue. When a speaking participant relinquishes, or is preempted from, the speaking position, the system mutes the speaking participant. The system informs the participant at the top of the talk queue that it is his or her turn to speak and unmutes that participant, whereby that participant becomes the new speaking participant. The system removes the new speaking participant from the talk queue. The system may announce their respective positions to the other participants in the talk queue. The system may include priority codes. If a participant enters a priority code when he or she requests to speak, the system places the participant at the top of the talk queue. If the participant does not enter a priority code, the system places the participant at the bottom of the talk queue. | 01-29-2009 |
20090041210 | Method of and System for Optimizing Interactive Voice Response Unit Port Utilization - A method of and system for optimizing interactive voice response (IVR) unit port utilization starts each call of a plurality of calls on a separate IVR unit port. The method launches an IVR call flow for each call. Each IVR call flow includes a section that is common to all of the call flows. The method conferences together on a single IVR unit port at least some of the plurality of calls for the common section of the call flow by transferring calls to the single IVR unit port when each transferred call reaches the common section. The method synchronizes the calls conferenced together on the single port by inserting into the call flow on the single IVR unit port an on-hold treatment. The method starts the common section of the call flow when all calls have been transferred to the single IVR unit port. | 02-12-2009 |
20090045251 | RESTRICTING BANK CARD ACCESS BASED UPON USE AUTHORIZATION DATA - The present invention provides a system and method to detect credit card fraud. It allows the user, or the credit card company, to limit the use of a particular credit card according to authorized use data which is prespecified by the card holder, such as allowing authorized use within a geographical area or a set of ZIP codes. This way, the credit card owner, can limit the credit card's use according to the card holder, such as within a specified geographical area, a date frame, a time frame or even to within particular stores or with particular vendors. In addition, data from the credit card's magnetic stripe is conveyed and compared against the authorized use data. With respect to geographical information, the present use geographical data is provided either by the particular point-of-sale terminal or from a GPS system. | 02-19-2009 |
20090049136 | Method of and System for Dynamically Managing a System of Servers - A method and system manage a plurality of servers coupled to a network. Each of the servers is identified by a server name. At least one of the servers is identified by an old server name. The method notifies at least some of the plurality of servers that at a specified time the old server name will be changed to a new server name. | 02-19-2009 |
20090052634 | PROVIDING SPEAKER IDENTIFYING INFORMATION WITHIN EMBEDDED DIGITAL INFORMATION - A method of providing identifying information over a voice communications link can include receiving, from a call participant, a personal identification code over the voice communications link, determining identifying information for the call participant using the personal identification code, and encoding the identifying information of the call participant within a voice stream carried by the voice communications link. The voice stream and identifying information can be sent to a subscriber. | 02-26-2009 |
20090077116 | SERVICE FOR PROVIDING PERIODIC CONTACT TO A PREDETERMINED LIST OF CONTACTS USING MULTI-PARTY RULES - A method, a system, and an apparatus for permitting a user to remain in contact with at least one other person. The present invention provides a method, a system, and an apparatus that is capable of enabling a user to remain in contact with others through a service that checks contacts set up in a predetermined contact list. The contact list is then contacted and the user is contacted with the results. As such, the present invention permits the user to remain in contact with a significant number of entities while saving time and effort by ensuring the user is only contacted with certain information. The system and method also permits the user to remain in contact even when the user is unavailable. | 03-19-2009 |
20090080623 | SERVICE FOR PROVIDING SPEAKER VOICE METRICS - A method of providing voice metrics over an established telephone call between a user and a subscriber can include receiving voice information from the user over the call and determining biometric information from the voice information for the user. The method further can include encoding the biometric metric information and sending the biometric information to the subscriber over the call. | 03-26-2009 |
20090080639 | CALL VOLUME BASED IVR CALL DURATION AND PORT ADJUSTMENT - A method, system and computer-readable medium are disclosed for adjusting port usage and call duration in an interactive voice response (IVR) system based on changes in call volume. In one embodiment, the method comprises monitoring usage of one or more ports within an IVR system. A determination is made whether the usage of the ports exceeds a predetermined threshold for port usage. In response to determining port usage exceeds the predetermined threshold, the method adjusts one or more call flows within the IVR system to reduce call duration within the IVR system. | 03-26-2009 |
20090083749 | RESTRICTING RESOURCES CONSUMED BY GHOST AGENTS - One aspect of the present invention can include a method for restricting resources consumed by ghost agents. The method can include the step of associating a ghost agent with a host. A resource utilization value can be ascertained for the ghost agent and the host combined. The ascertained resource utilization value can be compared with a usage threshold. A determination can be made as to whether operations of the ghost agent are to be executed based upon the previous comparison. | 03-26-2009 |
20090110168 | PROVIDING TELEPHONE SERVICES BASED ON A SUBSCRIBER VOICE IDENTIFICATION - A method of providing a telephony service can include creating a database of subscriber identities and subscriber voice prints and telephony services associated with the subscriber identities and receiving a spoken utterance from a subscriber. A subscriber identity can be determined according to voice print identification of the spoken utterance and a telephony service associated with the subscriber can be activated according to the determined subscriber identity. | 04-30-2009 |
20090113395 | VALIDATING SOFTWARE IN A GRID ENVIRONMENT USING GHOST AGENTS - A validation method can include the step of identifying a host within a grid environment, wherein the host is a software object. A ghost agent can be associated with the host, where the ghost agent can move within the grid environment. The actions of the host can be replicated by the ghost agent. Data related to the replicated actions can be compared with validation data. Validation output can be generated based upon the comparison. | 04-30-2009 |
20090125297 | AUTOMATIC GENERATION OF DISTRACTORS FOR SPECIAL-PURPOSE SPEECH RECOGNITION GRAMMARS - A computer-implemented method for dynamically generating a speech recognition grammar is provided. The method includes determining a target entry, and accessing a plurality of potential distractors. The method also includes selecting one or more distractors from the plurality of potential distractors. More particularly, each potential distractor selected is selected based upon an assessed acoustic dissimilarity between the distractor and the target entry. The method further includes dynamically generating a speech recognition grammar that includes the target entry and one or more of the distractors selected based upon an acoustic dissimilarity to the target entry. | 05-14-2009 |
20090125898 | System and Apparatus for Real-Time Dynamic Modification of Service-Oriented Systems Using Annotations to Specify Real-Time System Constraints - A system for modifying an existing standard-based system at runtime can include a computer having an annotation framework layer configured to execute in conjunction with the standard-based system. Responsive to a user request, the annotation framework layer can associate a constraint with a selected message type. The constraint can specify a limitation on information that is requested within a service request type of message. The annotation framework layer can intercept a message exchanged between a client and a Web-based service and apply the constraint. When the intercepted message is a service request type of message, at least one parameter of the intercepted message can be modified to conform with the limitation after the service request is sent from the client and prior to the service request being received by the Web-based service. The message can be stored. | 05-14-2009 |
20090232127 | UPD-Based Soft Phone State Monitoring for CTI Applications - A supervisor computer directly communicates, via User Datagram Protocol (UDP) packets, with a call control application software in a soft phone. The UDP packets provide real-time information, from a desktop of the soft phone, describing call activity and usage status of the soft phone. The supervisor computer is able to remotely control usage of the soft phone according to information provided by the UDP packets. | 09-17-2009 |
20090232296 | Identifying Caller Preferences Based on Voice Print Analysis - A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient. | 09-17-2009 |
20090248418 | Speech Recognition and Statistics-Based Call Route Determination - A method of call route determination based upon a statistics-based business intelligence engine (BEI) queried by an IVR subsystem with caller parameters descriptive of the caller to determine a next best route for a received call, when the default or best route for the call exceeds a threshold time. A call is received at a contact center from a caller. Content and identity information of the caller is extracted from the received call. IVR determines a first estimated wait time associated with a default route of the received call. If the first estimated wait time is greater than a threshold time, and thus unacceptable, then the IVR queries a business intelligence engine (BIE) with caller parameters descriptive of the caller to determine a next best route of the received call, with the next best route having a second estimated wait time less than the first estimated wait time of the default route. The caller is then routed to the next best route. | 10-01-2009 |
20090276223 | REMOTE ADMINISTRATION METHOD AND SYSTEM - An administration method and system. The method includes receiving by a computing system, a telephone call from an administrator. The computing system presents an audible menu associated with a plurality of computers to the administrator. The computing system receives from the administrator, an audible selection for a computer from the audible menu. The computing system receives from the administrator, an audible verbal command for performing a maintenance operation on the computer. The computing system executes the maintenance operation on the computer. The computing system receives from the computer, confirmation data indicating that the maintenance operation has been completed. The computing system converts the confirmation data into an audible verbal message. The computing system transmits the second audible verbal message to the administrator. | 11-05-2009 |
20090306979 | Data processing system for autonomously building speech identification and tagging data - A method, system, and computer program product for autonomously transcribing and building tagging data of a conversation. A corpus processing agent monitors a conversation and utilizes a speech recognition agent to identify the spoken languages, speakers, and emotional patterns of speakers of the conversation. While monitoring the conversation, the corpus processing agent determines emotional patterns by monitoring voice modulation of the speakers and evaluating the context of the conversation. When the conversation is complete, the corpus processing agent determines synonyms and paraphrases of spoken words and phrases of the conversation taking into consideration any localized dialect of the speakers. Additionally, metadata of the conversation is created and stored in a link database, for comparison with other processed conversations. A corpus, a transcription of the conversation containing metadata links, is then created. The corpus processing agent also determines the frequency of spoken keywords and phrases and compiles a popularity index. | 12-10-2009 |
20090307298 | Optimizing Service Processing Based on Business Information, Operational Intelligence, and Self-Learning - A mechanism for using information in an execution context and other information to optimally select a business service implementation and service execution path. Responsive to receiving a request for a service from a service requester, an execution context is created, wherein the execution context comprises information about business aspects and operational aspects of the service being requested. The request is sent with the execution context to a next component in the service request/response flow in the service oriented architecture. Responsive to the next component receiving the request, current execution context information about the service is obtained based on a current processing of the request for the service and historical execution context information about the service based on previous processing of requests for the service. A service execution decision is then made based on the current execution context information and the historical execution context information. | 12-10-2009 |
20090319541 | Efficient Identification of Entire Row Uniqueness in Relational Databases - A method, system, and computer program product for efficiently comparing multiple columns of a row of a relational database to an incoming record. A computer creates a cryptographic sum for columns of a row of the relational database. The cryptographic sum is stored as a hidden column in the relational database. Logic may compare the cryptographic sum with an incoming cryptographic sum of entries in an incoming record. Logic may then determine if the incoming cryptographic sums differ from the corresponding cryptographic sums of rows of data of the relational database. When the two cryptographic sums are identical, the data of the incoming record is disregarded as an identical record that already exists. An entry of the incoming record may be added to the target table or updated within an existing record of the relational database when the cryptographic sum and the incoming cryptographic sum of that entry differ. | 12-24-2009 |
20090323906 | SECURE VOICE TRANSACTION METHOD AND SYSTEM - A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user. | 12-31-2009 |
20100002850 | METHOD AND SYSTEM TO MANAGE MULTIPLE IVRS - A method includes storing a profile associated with a user of a telephone and, based upon the profile, presenting the user with an option to search, browse, subscribe to, or bookmark content provided by a plurality of IVR content providers. | 01-07-2010 |
20100048227 | SHORT MESSAGING SERVICE FOR EXTENDING CUSTOMER SERVICE DELIVER CHANNELS - A computer implemented method, a computer program product, and a data processing system use short messaging service for extending customer service deliver channels. A message utilizing a short messaging service protocol is received from a sender. Responsive to receiving the message utilizing the short messaging service protocol, the message is parsed into a voice extensible markup language document. A virtual service request is then created from the voice extensible markup language document. Responsive to creating the virtual service request from the voice extensible markup language document, a service is requested from a message recipient, facilitated by using the virtual service request. A non-textual response is then provided to the message sender. | 02-25-2010 |
20100054431 | OPTIMIZED METHOD TO SELECT AND RETRIEVE A CONTACT CENTER TRANSACTION FROM A SET OF TRANSACTIONS STORED IN A QUEUING MECHANISM - A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent. | 03-04-2010 |
20100086108 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system. | 04-08-2010 |
20100105426 | Embedded Biometrics in Telecommunication Devices for Feature Extraction and Context Identification - A method, a system and a computer program product for determining one or more characteristics of a caller, such as the mood, gender, age, and urgency of the caller, utilizing the biometric characteristics of the caller. One or more biometric characteristics are detected when a request to place an outgoing call to one or more destinations is received at a first telecommunication device. When the request to place an outgoing call is a verbal request, one or more biometric voice samples are obtained. The biometric voice samples comprise the biometric characteristics of the caller. The biometric characteristics are extracted from the biometric voice samples, encoded into a datagram, and transmitted from the first telecommunication device to the outgoing call destination (i.e. a second telecommunication device). When the biometric characteristics are analyzed at the second telecommunication device, a display is generated depicting the mood, gender, age, urgency or other characteristics of the caller associated with the incoming call. | 04-29-2010 |
20100316210 | AUTOMATIC CALL COMPLETION IN A DIRECTORY ASSISTANCE SYSTEM - A method, system and apparatus for automatic call completion in a directory assistance system in concert with the public switched telephone network (PSTN). In accordance with the present invention, a method for automatic call completion in a directory assistance system can include receiving and processing a directory assistance request from a calling party over the PSTN. An address for the calling party can be retrieved from the PSTN and an address for a telephone number produced by the directory assistance request can be second retrieved from within the directory assistance system. Prospective telephone charges can be computed based upon the retrieved addresses and the calling party can be prompted with the computed prospective charges. Finally, a call can be automatically completed between the calling party and the telephone number. | 12-16-2010 |
20100328035 | SECURITY WITH SPEAKER VERIFICATION - A data base is created for storage of voice prints of requesters that are believed to be fraudulently attempting to access information for which they are not authorized to obtain. When a user opens an account a voice print is obtained and stored. The user also provides answers to security related questions. When a requester tries to access the information, they must be authenticated by providing a voice print and answers to the security questions. If the voice print and answers do not result in a satisfactory match based on predetermined criteria, access is denied and the voice print is stored as a possibly fraudulent voice print. Subsequent access attempts are compared to the stored possibly fraudulent voice print which is reclassified as a likely fraudulent voice print if matched. Thus, unauthorized access is less likely. | 12-30-2010 |
20110016515 | REALTIME MULTICHANNEL WEB PASSWORD RESET - The need for realtime password resetting is providing by using a converged HTTP/SIP container. The container allows interaction between the different protocols of HTTP and SIP. When a user needs to reset a password that would normally require sending a new temporary password through the mail, the user can be appropriately authenticated and provided with a temporary key. After a temporary key is created and sent electronically to the user via the computer system which initiated the request, a telephony application calls the user. The user is prompted for authentication information and then enters the temporary key. The temporary key entered is compared with the temporary key created, and if matched, the user can reset the password in realtime. | 01-20-2011 |
20110044432 | DYNAMIC CONTROL OF VOICE MAIL DELIVERY SEQUENCE - A user of a conversational biometrics based voice mail system sets a user profile of the user that defines one or more biometric parameters of received voice mail intended for the user. A conversational biometrics device analyzes the voice mail in accordance with the one or more biometric parameters of the user profile set by the user and generates a biometric analysis result of the voice mail. The conversational biometrics device assigns a priority for delivery of the voice mail compared with a plurality of voice mails received by the conversational biometrics based voice mail system in accordance with the biometric analysis result and places the voice mail in a sequence in a delivery queue determined by the assigned priority. The delivery queue of the conversational biometrics based voice mail system delivering the voice mail to the user in the sequence determined by the assigned priority. | 02-24-2011 |
20110051907 | VERIFICATION OF USER PRESENCE DURING AN INTERACTIVE VOICE RESPONSE SYSTEM SESSION - In those transactions requiring the approval of two or more users, users can perform verification of identity and then completion of desired transaction using an IVR system. The combination of two or more user voice prints previously collected during an enrollment phase can be used for verification of parties to the transaction. During a subsequent verification phase of the IVR system, the users can speak their own password phase when prompted to do so during a defined period of time and the IVR system captures them in a captured mixed voice print. Verification can then be provided by comparing the captured mixed voice print with a joined voice reference model built from stored voice reference models. | 03-03-2011 |
20110091020 | CORRELATING CALL LOG FILES USING VOICE PRINTS - A system is presented for logging and recording a call to a call network. The system comprises a voice print logic for generating a voice print of a caller who is making a call to a call network. A telecom routing switch generates a correlated telecom router switch log file by appending the voice print of the caller to a telecom router switch log file for the call. A telecom software system generates a correlated telecom software system log file by appending the voice print of the caller to a telecom software system log file for the call. A contact center agent generates a correlated contact center agent log file by appending the voice print of the caller to a contact center agent log file for the call. The voice print is utilized to retrieve and to consolidate the correlated telecom router switch log file, the correlated telecom software system log file, and the correlated contact center agent log file into a single correlated file for the call. | 04-21-2011 |
20110096919 | SERVICE REQUEST ROUTING USING PASSIVE SKILL CERTIFICATION - In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record. | 04-28-2011 |
20110099011 | Detecting And Communicating Biometrics Of Recorded Voice During Transcription Process - A method and system for determining and communicating biometrics of a recorded speaker in a voice transcription process. An interactive voice response system receives a request from a user for a transcription of a voice file. A profile associated with the requesting user is obtained, wherein the profile comprises biometric parameters and preferences defined by the user. The requested voice file is analyzed for biometric elements according to the parameters specified in the user's profile. Responsive to detecting biometric elements in the voice file that conform to the parameters specified in the user's profile, a transcription output of the voice file is modified according to the preferences specified in the user's profile for the detected biometric elements to form a modified transcription output file. The modified transcription output file may then be provided to the requesting user. | 04-28-2011 |
20110110502 | REAL TIME AUTOMATIC CALLER SPEECH PROFILING - A computer-implemented method, system, and computer program product for recognizing a voice input to an interactive voice recognition system is presented. An initial caller voice input is received from a caller. In response to determining that the initial caller voice input is a computer-unintelligible voice input that does not match any entry from a lexicon of known voice inputs, the caller is prompted to transmit a secondary input to clarify the computer-unintelligible voice input. The secondary input is utilized to match the computer-unintelligible voice input with a specific known voice input from the lexicon of known voice inputs. The lexicon of known voice inputs is then updated with the computer-unintelligible voice input. | 05-12-2011 |
20110125300 | Non-Intrusive Acoustic Monitoring for Equipment Diagnostic and Fault Reporting - A method, computer program product, and a computer system are provided for acoustic monitoring and fault reporting. A computer identifies a sound from a consumer device. Responsive to identifying the sound from a consumer device, the computer converts the sound to an acoustic signal. Responsive to converting the sound to an acoustic signal, the computer generates a current acoustic fingerprint from the acoustic signal. Responsive to generating the acoustic fingerprint, the computer identifies whether the current acoustic fingerprint contains an ideal acoustic fingerprint. Responsive to identifying that the current acoustic fingerprint does not contain the ideal acoustic fingerprint, the computer provides notification that the current acoustic fingerprint does not contain the ideal acoustic fingerprint. | 05-26-2011 |
20110125486 | SELF-CONFIGURING LANGUAGE TRANSLATION DEVICE - An apparatus comprises an input device, a language processing unit, and a translation unit. The input device is configured to receive an oral statement. The language processing unit is configured to convert the oral statement into data and to analyze the data to identify a particular language of the oral statement. The translation unit is configured to provide a translation of the oral statement in response to identifying the particular language of the oral statement. | 05-26-2011 |
20110196676 | ADAPTIVE VOICE PRINT FOR CONVERSATIONAL BIOMETRIC ENGINE - A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print. | 08-11-2011 |
20120134479 | RETRIEVING A VOICE PRINT OF A CALLER - A processor-implemented method, system, and/or computer program product retrieves a voice print of a caller to a call network. A processor generates a first voice print, a second voice print, and a third voice print of a caller who makes a call to a call network. The first voice print, the second voice print, and the third voice print are consolidated into a consolidated voice print. In response to a request for a particular voice print, the requested voice print is selectively retrieved from first voice print, the second voice print, and the third voice print in the consolidated voice print, and then sent to the requester. | 05-31-2012 |
20120207287 | SECURE VOICE TRANSACTION METHOD AND SYSTEM - A security method and system. The method includes receiving by a computing system, a telephone call from a user. The computing system comprises an existing password/passphrase and a pre-recorded voice sample associated with the user. The computing system prompts the user to enter a password/passphrase using speech. The computing system receives speech data comprising a first password/passphrase from the user. The computing system converts the speech data to text data. The computing system first compares the text data to the first password/passphrase and determines a match. The computing system compares the speech data to the pre-recorded voice sample to determine a result indicating whether a frequency spectrum associated with the speech data matches a frequency spectrum associated with the pre-recorded voice sample. The computing system transmits the result to the user. | 08-16-2012 |
20120219125 | Embedded Biometrics in Telecommunication Devices for Feature Extraction and Context Identification - A method, a system and a computer program product for determining one or more characteristics of a caller, utilizing the biometric characteristics of the caller. One or more biometric characteristics are detected when a request to place an outgoing call to one or more destinations is received at a first telecommunication device. When the request to place an outgoing call is a verbal request, one or more biometric voice samples are obtained. The biometric voice samples comprise the biometric characteristics of the caller. The biometric characteristics are extracted from the biometric voice samples, encoded into a datagram, and transmitted from the first telecommunication device to the outgoing call destination (i.e. a second telecommunication device). When the biometric characteristics are analyzed at the second telecommunication device, a display is generated depicting the mood, gender, age, urgency or other characteristics of the caller associated with the incoming call. | 08-30-2012 |
20120288068 | Identifying Caller Preferences Based On Voice Print Analysis - A call directing system receives an incoming call from a caller. The caller is prompted to speak, thus enabling a prosody analyzer to generate an analysis of a prosody of the caller's voice. This analysis provides a basis for generating a caller profile that describes caller preferences of the caller. Based on the analysis of the prosody of the caller's voice and the generated caller profile, the call is directed to a particular call recipient. | 11-15-2012 |
20120314847 | OPTIMIZED METHOD TO SELECT AND RETRIEVE A CONTACT CENTER TRANSACTION FROM A SET OF TRANSACTIONS STORED IN A QUEUING MECHANISM - A system and method to select and retrieve contact center transactions from a set of transactions stored in a queuing mechanism. The system includes an interactive voice response system configured to accept at least one call and dynamically populate a web form with call data associated with the at least one call. The system also includes a queuing engine configured to allow a call agent to access the call data prior to the at least one call being connected to the call agent. | 12-13-2012 |
20120328085 | REAL TIME AUTOMATIC CALLER SPEECH PROFILING - A computer-implemented method, system, and/or computer program product recognizes a voice input received by an interactive voice recognition system. An unintelligible voice input is received from a caller. The unintelligible voice input is unintelligible to a computer due to background noise at a caller environment of the caller. Upon determining that the unintelligible voice input does not match any entry from a lexicon of known voice inputs, the caller is prompted to transmit a non-verbal electronic input to clarify the unintelligible voice input. This non-verbal electronic input is used to match the unintelligible voice input with a specific known voice input from the lexicon of known voice inputs, which is updated with the unintelligible voice input. The updated lexicon is subsequently used in future phone calls from the user to match the unintelligible voice input to the user-requested activity for the caller. | 12-27-2012 |
20120330660 | Detecting and Communicating Biometrics of Recorded Voice During Transcription Process - A method and system for determining and communicating biometrics of a recorded speaker in a voice transcription process. An interactive voice response system receives a request from a user for a transcription of a voice file. A profile associated with the requesting user is obtained, wherein the profile comprises biometric parameters and preferences defined by the user. The requested voice file is analyzed for biometric elements according to the parameters specified in the user's profile. Responsive to detecting biometric elements in the voice file that conform to the parameters specified in the user's profile, a transcription output of the voice file is modified according to the preferences specified in the user's profile for the detected biometric elements to form a modified transcription output file. The modified transcription output file may then be provided to the requesting user. | 12-27-2012 |
20130039353 | APPARATUS, METHOD AND PROGRAM PRODUCT FOR SEAMLESS WiFi NETWORK TRANSITIONS - An apparatus, a method and a computer program product for seamless transition between WiFi networks (including in particular WiFi Internet networks) includes within a mobile communication apparatus a mobility layer that is tunneled to a mobility server within a network infrastructure. The mobile communications apparatus includes a wireless network capability, a global positioning system capability, an internal network protocol address and a routing capability. The apparatus, the method and the computer program product also provide that the mobility layer is programmed to sequentially and automatically tunnel to the mobility server at an available geographically defined WiFi network access location predicated upon a global positioning system determined position of the mobile communication apparatus. Embodiments also provide seamless transitions between WiFi networks and cellular networks. | 02-14-2013 |
20130044606 | UPD-BASED SOFT PHONE STATE MONITORING FOR CTI APPLICATIONS - A supervisor computer directly communicates, via User Datagram Protocol (UDP) packets, with a call control application software in a soft phone. The UDP packets provide real-time information, from a desktop of the soft phone, describing call activity and usage status of the soft phone. The supervisor computer is able to remotely control usage of the soft phone according to information provided by the UDP packets. | 02-21-2013 |
20130138422 | MULTILINGUAL SPEECH RECOGNITION AND PUBLIC ANNOUNCEMENT - Embodiments of the present invention provide a system, method, and program product to deliver an announcement to people, such as a public announcement. A computer receives input representative of audio from one or more people speaking in one or more natural languages. The computer processes the input to identify the languages being spoken, and identifies a relative proportion of each of the identified languages. Using these proportions, the computer determines one or more languages in which to deliver the announcement. The computer then causes to be delivered the announcement in the determined languages. In other embodiments, the computer can also determine an order in which to deliver the announcement. Further, the computer can transmit the announcement in the determined languages and order for delivery in aural or visual form. | 05-30-2013 |
20130166301 | ADAPTIVE VOICE PRINT FOR CONVERSATIONAL BIOMETRIC ENGINE - A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print and according to a speaker's subsequent age, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print. | 06-27-2013 |
20130182063 | AUTOMATIC WEB CONFERENCE PRESENTATION SYNCHRONIZER - A beacon signal including image information and an application to cause acknowledgment of receipt of the beacon signal is transmitted in order to measure approximate latency in transmission over a communication link that exhibits latency such as a packet switched digital network. Transmission latency for image information for an image included in a web conference is then estimated and elapsed time after transmission of such image information is measured and an indication provided to a presenter or conference monitor when the image should be visible to a conference participant which can be easily selected by the presenter. | 07-18-2013 |
20130202102 | DYNAMIC CALL SPECIAL TREATMENT BASED ON AGGREGATE CALL HOLD QUEUE TIME - A computer places in a call queue a call having caller identification information. The computer creates a database record that includes the caller identification information of the call placed in the call queue and an aggregate call queue duration value representing the aggregate time that one or more calls having the caller identification information have been in the call queue. The computer calculates a call queue duration for the call, and adds the calculated call queue duration for the call to the aggregate call queue duration value of the database record associated with the caller identification information of the call. If the aggregate call queue duration value exceeds a predetermined value, the computer provides special treatment to the call. | 08-08-2013 |
20130226576 | Conference Call Service with Speech Processing for Heavily Accented Speakers - Speech recognition processing captures phonemes of words in a spoken speech string and retrieves text of words corresponding to particular combinations of phonemes from a phoneme dictionary. A text-to-speech synthesizer then can produce and substitute a synthesized pronunciation of that word in the speech string. If the speech recognition processing fails to recognize a particular combination of phonemes of a word, as spoken, as may occur when a word is spoken with an accent or when the speaker has a speech impediment, the speaker is prompted to clarify the word by entry, as text, from a keyboard or the like for storage in the phoneme dictionary such that a synthesized pronunciation of the word can be played out when the initially unrecognized spoken word is again encountered in a speech string to improve intelligibility, particularly for conference calls. | 08-29-2013 |
20130226882 | AUTOMATIC TABLE CLEANUP FOR RELATIONAL DATABASES - An approach for an automatic table cleanup process of use, implemented in relational databases, are provided. A method includes setting up a table cleanup process in a database which is operable to perform an automatic table cleanup on a table within the database using an auto purge value associated with the table. The method further includes altering the table with a virtual column to keep track of dates on the table. The method further includes turning on an automatic table maintenance capability of the database to include and initiate the table cleanup process. The method further includes running the table cleanup process to perform the automatic table cleanup using dates which are automatically filled in during an insert or update operation on the table, the table cleanup process comprising looking through the records and automatically purging the table when the auto purge value has been met. | 08-29-2013 |
20130262112 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method implemented in a computer infrastructure having computer executable code having programming instructions tangibly embodied on a computer readable storage medium. The programming instructions are operable to receive an audio stream of a communication between a plurality of participants. Additionally, the programming instructions are operable to filter the audio stream of the communication into separate audio streams, one for each of the plurality of participants, wherein each of the separate audio streams contains portions of the communication attributable to a respective participant of the plurality of participants. Furthermore, the programming instructions are operable to output the separate audio streams to a storage system. | 10-03-2013 |
20140064464 | Real Time Automatic Caller Speech Profiling - A computer-implemented method, system, and/or computer program product recognizes a voice input received by an interactive voice recognition system. An unintelligible voice input, which is unintelligible due to background noise at the caller's location, is received from a caller. Upon determining that the unintelligible voice input does not match any entry from a lexicon of known voice inputs, the unintelligible voice input is stored in a no-match-based user profiles database, and the caller is prompted to transmit a non-verbal electronic input to clarify the unintelligible voice input. This non-verbal electronic input is used to match the unintelligible voice input with a specific known voice input from the lexicon of known voice inputs, which is updated with the unintelligible voice input. The updated lexicon is subsequently used in future phone calls from the user to match the unintelligible voice input to the user-requested activity for the caller. | 03-06-2014 |
20140119520 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system. | 05-01-2014 |
20140188472 | ADAPTIVE VOICE PRINT FOR CONVERSATIONAL BIOMETRIC ENGINE - A computer-implemented method, system and/or program product update voice prints over time. A receiving computer receives an initial voice print. A determining period of time is calculated for that initial voice print. This determining period of time is a length of time during which an expected degree of change in subsequent voice prints, in comparison to the initial voice print and according to a speaker's subsequent age, is predicted to occur. A new voice print is received after the determining period of time has passed, and the new voice print is compared with the initial voice print. In response to a change to the new voice print falling within the expected degree of change in comparison to the initial voice print, a voice print store is updated with the new voice print. | 07-03-2014 |
20140286481 | METHOD AND SYSTEM FOR USING CONVERSATIONAL BIOMETRICS AND SPEAKER IDENTIFICATION/VERIFICATION TO FILTER VOICE STREAMS - A method and system for using conversational biometrics and speaker identification and/or verification to filter voice streams during mixed mode communication. The method includes receiving an audio stream of a communication between participants. Additionally, the method includes filtering the audio stream of the communication into separate audio streams, one for each of the participants. Each of the separate audio streams contains portions of the communication attributable to a respective participant. Furthermore, the method includes outputting the separate audio streams to a storage system. | 09-25-2014 |
20140286485 | MONITORING AND PROVIDING ACCESS TO BACK TO BACK SCHEDULED CONFERENCE CALLS - A method for monitoring and providing access to back to back scheduled conference calls within a teleconferencing system. The method includes receiving a call and a password entry from a caller. The method includes determining the password entry is valid for a scheduled conference call. The method includes determining the scheduled conference call is scheduled back to back with a previous conference call and that the previous conference call is not over. The method then includes determining the password entry is a specific password, wherein the specific password is issued only to callers accessing back to back scheduled conference calls and placing the caller on hold. | 09-25-2014 |
20140315520 | RECORDING AND PLAYING BACK PORTIONS OF A TELEPHONE CALL - Approaches for recording and playing back a portion of a telephone call are provided. An approach includes establishing a subscriber of a recording and play back service. The approach includes recording, by a computing device, a portion of a conversation of the subscriber that occurs in a call between a first telephone and a second telephone. The approach additionally includes storing, by the computing device, the portion of the conversation when the call ends. The approach further includes analyzing, by the computing device, the stored portion of the conversation to detect predefined keywords. The approach also includes automatically providing the subscriber with an option to play back the stored portion of the conversation when at least one of the predefined keywords is detected during the analyzing. | 10-23-2014 |
20140348153 | APPARATUS, METHOD AND PROGRAM PRODUCT FOR SEAMLESS WiFi NETWORK TRANSITIONS - An apparatus and system for seamless transition between WiFi networks (including in particular WiFi Internet networks) includes within a mobile communication apparatus a mobility layer that is tunneled to a mobility server within a network infrastructure. The mobile communications apparatus includes a wireless network capability, a global positioning system capability, an internal network protocol address and a routing capability. The apparatus and system also provide that the mobility layer is programmed to sequentially and automatically tunnel to the mobility server at an available geographically defined WiFi network access location predicated upon a global positioning system determined position of the mobile communication apparatus. Embodiments also provide seamless transitions between WiFi networks and cellular networks. | 11-27-2014 |