A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto

A system and method for monitoring a telephone switching environment. In a preferred embodiment the system and method identify telephone call segments that relate to one telephone call and construct a data representation of a lifetime of the telephone call, using data regarding telephony events associated with the telephone call segments of the telephone call. The system and method are also capable of using the data representation to display a graphical representation of a lifetime of a telephone call.

System and method for recording and storing telephone call information

A system and method for monitoring a telephone switching environment. In a preferred embodiment the system and method construct a call record for each telephone call; receive data regarding telephony events; match a received telephony event with a call record; update the matching call record based on the received telephony event data; and combine the updated call record with data indicating the location of recorded audio data for the segment of the call, to generate a master call record representing the lifetime of the telephone call. Additionally, the system and method are capable of assembling and playing back segments of telephone calls using the recorder locations described in the master call record for each telephone call, and of using the master call record to display a graphical representation of the telephone call.

System and method for integrating call record information

A system and method for playing back data segments stored in one or more locations and managed by one or more playback servers. In a preferred embodiment the system and method receive data describing data segments to be played back; transmit notifications to the playback servers to prepare for playback; and transmit playback requests to the playback servers. The system and method are also capable of playing back the segments in a specified order and such that gaps between the segments are minimized. Additionally, a graphical display can be provided to display the status of the segments being played back.

System and method for data recording and playback

A system and method for monitoring a telephone switching environment. In a preferred embodiment the system and method simultaneously monitor both an SMDR link and a real-time CTI link, gather information about calls from both sources, and combine gathered information into a single data model of the telephony activity. A server is provided which in a preferred embodiment comprises two main modules: a translation module and a message router module. Several translation modules can be used—one for each PBX interface or vendor API layer. The server accepts data from a PBX or similar equipment in a telephone switch environment, and can use both real-time CTI communications links and asynchronous information sources such as the Station Message Detail Recording (SMDR) interface. The server then translates and combines the various types of data into a unified, normalized format.

System and method for data recording

A digital voice processing circuit board having use in a voice processing system wherein voice processing functions are run in software. This application of software allows a modular structure since the application software resides in boards that are coupled to a host computer. With this structure, the software can be updated as required and the capacity of the system can be expanded readily to meet increased needs. The digital voice processing board has an interface chip to which random access memories are connected for temporary storage of data and storage of the operating code for the voice processing card. The interface is in communication with an application processor which runs the application programming and database management. The application processor is in communication with and controls a pair of signal processors which are in communication with a time division multiplexer chip which in turn is in communication with the bus. The signal processors perform digital signal processing such as decoding control information, telephone processing, compression and decompression, and tone generation.

Digital signal processing circuit board having use for voice processing system

A digital signal processing circuit board (14) having use in a voice processing system wherein voice processing functions are run in software. This application of software allows a modular structure since the application software resides in boards that are coupled to a host computer (12). With this structure, the software can be updated as required and the capacity of the system can be expanded readily to meet increased needs. The digital voice processing board (14) has an interface chip (40a,40b) to which RAMs (42a,42b) are connected for temporary storage of data and storage of the operating code for the voice processing card. The interface is in communication with an application processor (38a,38b) which runs the application programming and database management. The application processor is in communication with and controls a pair of signal processors (36) which are in communication with a time division multiplexer chip (44) which in turn is in communication with the bus (16). The signal processors (36) perform digital signal processing such as decoding control information, telephone processing, compression and decompression, and tone generation.

Shamla V. Sharma

Papers

Digital signal processing circuit board having use for voice processing system

Digital signal processing circuit board usable in a voice processing system