Patent · US Active

Microphone monitoring and analytics

US10218841B2 · kind B2 · utility

0Cited by

1References

20Claims

0Family size

Assignee

Avaya Inc. · US

Inventors

Jeffrey Hodson · Wheaton, US
John H. Yoakum · Cary, US
Tony McCormack · Galway, IE

Key dates

Filing date	Jun 30, 2015
Grant date	Feb 26, 2019
Priority date	—
Expiry date	Mar 13, 2036

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/401
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.