Granted Patent B1

US 9,456,083 · App. 14/073,083 · Granted Sep 27, 2016

Abstract

Claims (75)

1. A system for providing a graphical user interface (“GUI”) to a user to configure interface configuration parameters for streaming a call from a call handler in a contact center to a speech analytics system (“SAS”), comprising:

a microprocessor configured to:

provide campaign selection information on the GUI to the user allowing the user to select one or more campaigns in the call handler as a basis for streaming the call to the SAS, wherein the call is associated with the selected one or more campaigns;

provide campaign de-selection information on the GUI to the user allowing the user to de-select the one or more campaigns as the basis for streaming the call to the SAS;

provide information on the GUI to the user allowing the user to indicate for the selected one or more campaigns whether to use a single audio stream or dual audio streams for streaming the call associated with the selected one or more campaigns to the SAS;

receive a first input from the user interacting with the GUI selecting a first campaign as the basis for streaming calls associated with the first campaign to the SAS;

receive a second input from the user indicating that the calls associated with the first campaign are to be streamed to the SAS using the dual audio streams;

process the call associated with the first campaign, wherein the call involves a remote party;

establish a first Voice-over Internet Protocol (“VoIP”) stream to the SAS from the call handler conveying audio of an agent on the call; and

establish a second VoIP stream to the SAS from the call handler conveying audio of the remote party on the call.

2. The system of claim 1 , wherein the microprocessor is further configured to:

receive a third input from the user interacting with the GUI selecting a second campaign as another basis for streaming calls associated with the second campaign to the SAS; and

receive a fourth input from the user indicating that the calls associated with the second campaign are to be streamed to the SAS using the single audio stream.

3. The system of claim 2 , wherein the microprocessor is further configured to:

process a second call associated with the second campaign, wherein the second campaign is different from the first campaign; and

establish a third VoIP stream to the SAS from the call handler conveying audio from both an agent and a remote party on the second call.

4. The system of claim 3 , wherein the microprocessor is further configured to:

process a third call associated with a third campaign, wherein the third campaign is different from the first campaign and the second campaign, and wherein no VoIP stream is established from the call handler to the SAS for the third call.

5. A system for providing a graphical user interface (“GUI”) to a user to configure interface configuration parameters for streaming a call from a call handler in a contact center to a speech analytics system (“SAS”), comprising:

a microprocessor configured to:

provide campaign selection information on the GUI to the user allowing the user to select one or more campaigns in the call handler as a basis for streaming the call to the SAS, wherein the call is associated with the selected one or more campaigns;

provide campaign de-selection information on the GUI to the user allowing the user to de-select the one or more campaigns as the basis for streaming the call to the SAS;

provide information on the GUI to the user allowing the user to indicate for the selected one or more campaigns whether to use a single audio stream or dual audio streams for streaming the call associated with the selected one or more campaigns to the SAS; and

receive one or more inputs from the user interacting with the GUI indicating:

a first campaign as the basis for streaming calls associated with the first campaign to the SAS, and

the calls associated with the first campaign are to be streamed to the SAS using the dual audio streams.

6. The system of claim 5 , wherein the microprocessor is further configured to record audio of the call based on the interface configuration parameters.

7. The system of claim 1 , wherein the microprocessor is further configured to determine a number of available licenses and decrement the number of available licenses by two in response to establishing the first VoIP stream and the second VoIP stream.

8. A method for configuring interfaces on a call handler for streaming calls to a speech analytics system (“SAS”), the method comprising the steps of:

receiving a request from a user to configure the interfaces on the call handler;

presenting a graphical user interface (“GUI”) to the user by a computer processor for allowing the user to select one or more campaigns, wherein calls associated with the one or more campaigns are to be streamed from the call handler to the SAS;

receiving a first input at the computer processor from the user selecting the one or more campaigns in which the calls associated with the one or more campaigns are to be streamed from the call handler to the SAS;

using the GUI to present information to the user by the computer processor allowing the user to specify whether one or two audio streams are to be established from the call handler to the SAS for each call associated with the one or more campaigns;

receiving a second input at the computer processor from the user specifying a number of streams that are to be established from the call handler to the SAS for each call associated with the one or more campaigns;

processing a call by the call handler, wherein the call is associated with one of the one or more campaigns selected by the user in which the calls associated with the one or more campaigns are to be streamed from the call handler to the SAS;

using interface configuration parameters associated with the one or more campaigns to determine whether to stream one or two audio streams to the SAS; and

establishing the one or two audio streams from the call handler to the SAS, wherein the one or two audio streams convey real-time VoIP audio data of the call.

9. The method of claim 8 , further comprising the steps of:

using the interface configuration parameters by the computer processor to determine whether to record the call; and

causing the call to be recorded.

10. The method of claim 9 , wherein recording the call comprises recording two streams associated with the call.

11. The method of claim 8 further comprising the steps of:

processing a second call by the call handler, wherein the second call is not associated with the one or more campaigns indicated by the user in which the calls associated with the one or more campaigns are to be streamed from the call handler to the SAS;

using second interface configuration parameters associated with a campaign associated with the second call to determine whether to stream the second call from the call handler to the SAS; and

determining based on the second interface configuration parameters to not stream the second call from the call handler to the SAS.

12. The method of claim 8 further comprising:

reducing an appropriate number of available voice analytics software licenses based on whether one or two audio streams are streamed to the SAS.

13. A non-transitory computer readable medium storing instructions that when executed cause a processor to:

provide campaign selection information on a GUI to a user allowing the user to select one or more campaigns in a call handler as a basis for streaming a call from the call handler to a speech analytics system (“SAS”), wherein the call is associated with the selected one or more campaigns;

provide campaign de-selection information on the GUI to the user allowing the user to de-select the one or more campaigns as the basis for streaming the call to the SAS;

provide information on the GUI to the user allowing the user to indicate for the selected one or more campaigns whether to use a single audio stream or dual audio streams for streaming the call associated with the selected one or more campaigns from the call handler to the SAS;

receive a first input from the user interacting with the GUI selecting a first campaign for streaming calls associated with the first campaign from the call handler to the SAS;

receive a second input from the user indicating that the calls associated with the first campaign are to be streamed to the SAS using the dual audio streams;

process a call associated with the first campaign, wherein the call involves a remote party;

establish a first Voice-over Internet Protocol (“VoIP”) stream from the call handler to the SAS conveying audio of an agent on the call; and

establish a second VoIP stream from the call handler to the SAS conveying audio of the remote party on the call.

14. The non-transitory computer readable medium of claim 13 , wherein the instructions when executed further cause the processor to:

receive a third input from the user interacting with the GUI selecting a second campaign for streaming other calls associated with the second campaign from the call handler to the SAS; and

receive a fourth input from the user that the other calls associated with the second campaign are to be streamed to the SAS using the single audio stream.

15. The non-transitory computer readable medium of claim 14 , wherein the instructions when executed further cause the processor to:

process a second call associated with the second campaign, wherein the second campaign is different from the first campaign and involves a different remote party; and

establish a third VoIP stream to the SAS conveying mixed audio from both an agent and the different remote party on the second call.

16. A system for providing a graphical user interface (“GUI”) to a user to configure interface configuration parameters for streaming a call from a call handler in a contact center to a speech analytics system (“SAS”), comprising:

a microprocessor configured to:

provide agent selection information on the GUI to the user allowing the user to select one or more agents in the call handler as a basis for streaming the call to the SAS, wherein the call is associated with the one or more agents;

provide agent de-selection information on the GUI to the user allowing the user to de-select the one or more agents as the basis for streaming the call to the SAS,

provide information on the GUI to the user allowing the user to indicate for the selected one or more agents whether to use a single audio stream or dual audio streams for streaming the call associated with the selected one or more agents to the SAS, and

receive one or more inputs from the user interacting with the GUI to:

select a first agent as the basis for streaming calls associated with the first agent to the SAS, and

indicate that the calls associated with the first agent are to be streamed to the SAS using the dual audio streams;

and

a call handler configured to:

process the call associated with the first agent, wherein the call involves a remote party,

establish a first Voice-over Internet Protocol (“VoIP”) stream to the SAS from the call handler conveying audio of the agent on the call, and

establish a second VoIP stream to the SAS from the call handler conveying audio of the remote party on the call.

Assignments (11)