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公开(公告)号：US20230199111A1
公开(公告)日：2023-06-22
申请号：US18110515
申请日：2023-02-16
Applicant: Verint Americas Inc.
IPC: H04M3/42 , H04L67/568 , H04M3/51 , G06F21/32 , G06F16/41 , H04M7/00 , G06F16/61 , G06V40/16 , G06F16/71 , H04L67/1036 , H04L65/1104 , H04M3/50 , H04L65/1066
CPC classification number: H04M3/42221 , H04L67/568 , H04M3/5191 , H04M3/5175 , G06F21/32 , G06F16/41 , H04M7/0051 , G06F16/61 , H04M3/5183 , G06V40/168 , H04M3/42314 , G06V40/172 , H04M3/51 , G06F16/71 , H04L67/1036 , H04L65/1104 , H04M3/50 , H04L65/1066 , H04M2203/558
Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
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公开(公告)号：US11595518B2
公开(公告)日：2023-02-28
申请号：US17099134
申请日：2020-11-16
Applicant: Verint Americas Inc.
IPC: H04M3/42 , H04M7/00 , G06F16/71 , G06F16/61 , G06F16/41 , H04L67/1036 , H04L67/568 , G06V40/16 , G06F21/32 , H04M3/51 , H04L65/1066 , H04L65/1104 , H04M3/50
Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
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公开(公告)号：US09854096B2
公开(公告)日：2017-12-26
申请号：US15088555
申请日：2016-04-01
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Marc Calahan , Scott M. Bluman
CPC classification number: H04M3/5175 , H04L65/1006 , H04L65/104 , H04L65/608 , H04L67/1004 , H04M3/00 , H04M3/2218 , H04M3/42221 , H04M3/5183 , H04M7/1285 , H04M15/06 , H04M15/56 , H04M15/63 , H04M2203/301 , H04M2203/556
Abstract: Systems and methods for using secondary communication channel information, such as RTCP information to facilitate correlating business information to allow gateway recording. Using information in this secondary communication channel the recording system can correlate the business metadata either directly (e.g., using a phone extension) or through one or more indirect operations (e.g., a call ID-to-universal call id-to-phone extension). Additionally, information in the primary communication channel may be used to perform an indirect operation to correlate auxiliary business information (e.g., using the CALLID or UCID in SIP signaling to resolve the agent's phone extension and thereby access auxiliary business information.)
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公开(公告)号：US11868453B2
公开(公告)日：2024-01-09
申请号：US16676690
申请日：2019-11-07
Applicant: Verint Americas Inc.
Inventor： Marc Adam Calahan , Timothy Andrew Furnell , Jamie Richard Williams
CPC classification number: G06F21/32 , G10L17/00 , G10L17/14 , H04M3/42068
Abstract: In one embodiment, certain words or phrases spoken by customers during calls to a call center are used to identify or authenticate the user. Words or phrases such as a customer's name, or an account number or telephone number, are selected for a customer. Recordings of the selected words or phrases spoken by the customer during previous calls are used to generate voiceprints that are stored and associated with the customer. Later, when the customer calls the call center, instances of the customer speaking the selected words are extracted from the call (referred to herein as “audio-of-interest”) and are compared against the voiceprints stored for the customer. If the voiceprints match the audio-of-interest the customer is authenticated.
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公开(公告)号：US11475112B1
公开(公告)日：2022-10-18
申请号：US15702510
申请日：2017-09-12
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Marc Calahan , Robert Barnes , Murali Mohan Reddy Nareddy
Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
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Patent Agency Ranking
公开(公告)号：US20200028965A1
公开(公告)日：2020-01-23
申请号：US16531836
申请日：2019-08-05
Applicant: Verint Americas Inc.
Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
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7.发明授权公开(公告)号：US09237232B1
公开(公告)日：2016-01-12
申请号：US14213507
申请日：2014-03-14
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Robert John Barnes , Ian Linsdell , Scott M. Bluman
CPC classification number: G10L17/06 , G10L17/005 , G10L17/04 , G10L25/51 , H04M3/42221 , H04M3/4936 , H04M3/5166 , H04M2201/41 , H04M2203/551 , H04M2203/6045 , H04M2203/6054
Abstract: Systems and methods for analyzing digital recordings of the human voice in order to find characteristics unique to an individual. A biometrics engine may use an analytics service in a contact center to supply audio streams based on configured rules and providers for biometric detection. The analytics service may provide call audio data and attributes to connected engines based on a provider-set of selection rules. The connected providers send call audio data and attributes through the analytics service. The engines are notified when a new call is available for processing and can then retrieve chunks of audio data and call attributes by polling an analytics service interface. A mathematical model of the human vocal tract in the call audio data is created and/or matched against existing models. The result is analogous to a fingerprint, i.e., a pattern unique to an individual to within some level of probability.
Abstract translation: 用于分析人声的数字录音的系统和方法，以便发现个人独特的特征。 生物识别引擎可以使用联络中心中的分析服务来基于配置的规则和提供者提供用于生物特征检测的音频流。 分析服务可以基于选择规则的提供者集合来向所连接的引擎提供呼叫音频数据和属性。 连接的提供商通过分析服务发送呼叫音频数据和属性。 当新的呼叫可用于处理时，引擎被通知，然后可以通过轮询分析服务接口来检索音频数据块和呼叫属性块。 在呼叫音频数据中的人声道的数学模型被创建和/或与现有模型匹配。 结果类似于指纹，即，在某种概率水平内对于个人特有的模式。
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公开(公告)号：US10944865B2
公开(公告)日：2021-03-09
申请号：US16733954
申请日：2020-01-03
Applicant: Verint Americas Inc.
Abstract: A system for data recording across a network includes a session border controller connecting incoming data from the network to an endpoint recorder. A load balancer is connected to the network between the session border controller and the endpoint and receives the incoming data from the session border controller, wherein the load balancer comprises computer memory and a processor configured to parse the incoming data into video data and audio data according to identification protocols accessible by the processor from the computer memory. A recording apparatus includes recording memory that receives the incoming data from the load balancer, stores a duplicate version of the incoming data in the recording memory, and connects the incoming data to the endpoint.
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9.发明授权Systems and methods for endpoint recording using a media application server 有权使用媒体应用服务器进行终端记录的系统和方法公开(公告)号：US09584656B1
公开(公告)日：2017-02-28
申请号：US14281310
申请日：2014-05-19
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Thomas Z. Dong
IPC: H04L12/28 , H04M3/42 , H04L12/761
CPC classification number: H04M3/42221 , H04L29/06027 , H04L45/16 , H04L65/1083 , H04M3/5183 , H04M7/006
Abstract: Embodiments of the present invention provide systems and methods for recording media communication. An exemplary method comprises the steps of: receiving an incoming communication from a first communication device; routing the incoming communication to a second communication device in a call center; transmitting media communications associated with the incoming media communication between the first communication device and the second communication device through a media application server; duplicating the media communications via the media application server; transmitting the duplicated media communications via the media application server; and recording the duplicated media communications.
Abstract translation: 本发明的实施例提供用于记录媒体通信的系统和方法。 一种示例性方法包括以下步骤：从第一通信设备接收进入通信; 将呼入通信路由到呼叫中心中的第二通信设备; 通过媒体应用服务器发送与第一通信设备和第二通信设备之间的传入媒体通信相关联的媒体通信; 通过媒体应用服务器复制媒体通信; 通过媒体应用服务器传输复制的媒体通信; 并记录重复的媒体通信。
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公开(公告)号：US09349373B1
公开(公告)日：2016-05-24
申请号：US14213535
申请日：2014-03-14
Applicant: Verint Americas Inc.
Inventor： Jamie Richard Williams , Robert John Barnes , Ian Linsdell , Scott M. Bluman
IPC: G10L17/00
CPC classification number: G10L17/06 , G10L17/005 , G10L17/04 , G10L25/51 , H04M3/42221 , H04M3/4936 , H04M3/5166 , H04M2201/41 , H04M2203/551 , H04M2203/6045 , H04M2203/6054
Abstract: Systems and methods for analyzing digital recordings of the human voice in order to find characteristics unique to an individual. A biometrics engine may use an analytics service in a contact center to supply audio streams based on configured rules and providers for biometric detection. The analytics service may provide call audio data and attributes to connected engines based on a provider-set of selection rules. The connected providers send call audio data and attributes through the analytics service. The engines are notified when a new call is available for processing and can then retrieve chunks of audio data and call attributes by polling an analytics service interface. A mathematical model of the human vocal tract in the call audio data is created and/or matched against existing models. The result is analogous to a fingerprint, i.e., a pattern unique to an individual to within some level of probability.
Abstract translation: 用于分析人声的数字录音的系统和方法，以便发现个人独特的特征。 生物识别引擎可以使用联络中心中的分析服务来基于配置的规则和提供者提供用于生物特征检测的音频流。 分析服务可以基于选择规则的提供者集合来向所连接的引擎提供呼叫音频数据和属性。 连接的提供商通过分析服务发送呼叫音频数据和属性。 当新的呼叫可用于处理时，引擎被通知，然后可以通过轮询分析服务接口来检索音频数据块和呼叫属性块。 在呼叫音频数据中的人声道的数学模型被创建和/或与现有模型匹配。 结果类似于指纹，即，在某种概率水平内对于个人特有的模式。
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