|Publication number||USRE43324 E1|
|Application number||US 11/509,549|
|Publication date||24 Apr 2012|
|Filing date||24 Aug 2006|
|Priority date||26 Sep 1996|
|Also published as||CA2215481A1, DE69712583D1, DE69712583T2, EP0833489A2, EP0833489A3, EP0833489B1, US6404857, US6757361, US20030129986, USRE40634, USRE41534, USRE41608, USRE43183, USRE43255|
|Publication number||11509549, 509549, US RE43324 E1, US RE43324E1, US-E1-RE43324, USRE43324 E1, USRE43324E1|
|Inventors||Christopher Douglas Blair, Roger Louis Keenan|
|Original Assignee||Verint Americas, Inc.|
|Export Citation||BiBTeX, EndNote, RefMan|
|Patent Citations (126), Non-Patent Citations (147), Referenced by (7), Classifications (26), Legal Events (4)|
|External Links: USPTO, USPTO Assignment, Espacenet|
Notice: More than one reissue application has been filed for the reissue of U.S. Pat. No. 6,757,361. The reissue applications are: “Voice Interaction Analysis Module,” Ser. No. 11/509,553, filed on Aug. 24, 2006; “Machine Learning Based Upon Feedback From Contact Center Analysis,” Ser. No. 11/509,550, filed on Aug. 24, 2006; “Distributed Analysis of Voice Interaction Data,” Ser. No. 11/509,554, filed on Aug. 24, 2006; “Distributed Recording of Voice Interaction Data,” Ser. No. 11/509,552, filed on Aug. 24, 2006; “VoIP Voice Interaction Monitor” (the present application), Ser. No. 11/509,549, filed on Aug. 24, 2006; and, “VoIP Interaction Recorder,” Ser. No. 11/509,551, filed on Aug. 24, 2006, and, “Communication Management System for Network-Based Telephones,” filed on Oct. 18, 2006, all of which are divisional reissues of “Signal Monitoring Apparatus Analyzing Voice Communication Content,” Ser. No. 11/477,124, filed on Jun. 28, 2006, which is a broadening reissue of U.S. Pat. No. 6,757,361, issued on Jun. 29, 2004. Ser. No. 11/583,381, filed on Oct. 19, 2006, is a reissue of U.S. Pat. No. 6,757,361.
The present invention relates to signal monitoring apparatus and in particular, but riot exclusively to telecommunications monitoring apparatus which may be arranged for monitoring a plurality of telephone conversations.
Telecommunications networks are increasingly being used for the access of information and for carrying out commercial and/or financial transactions. In order to safeguard such use of the networks, it has become appropriate to record the two-way telecommunications traffic, whether voice traffic or data traffic, that arises as such transactions are carried out. The recording of such traffic is intended particularly to safeguard against abusive and fraudulent use of the telecommunications network for such purposes.
More recently, so-called “call-centers” have been established at which operative personnel are established to deal with enquiries and transactions required of the commercial entity having established the call-center. An example of the increasing use of such call-centers is the increasing use of “telephone banking” services and the telephone ordering of retail goods.
Although the telecommunications traffic handled by such call-centers is monitored in an attempt to preserve the integrity of the call-centre, the manner in which such communications networks, and their related call-centers, are monitored are disadvantageously limited having regard to the data/information that can be provided concerning the traffic arising in association with the call-center.
For example, in large call-centers, it is difficult for supervisors to establish with any confidence that they have accurately, and effectively, monitored the quality of all their staff's work so as to establish, for example, how well their staff are handling customers' enquiries and/or transaction requirements, or how well their staff are seeking to market/publicise a particular product etc.
The present invention seeks to provide for telecommunications monitoring apparatus having advantages over known such apparatus.
According to one aspect of the present invention there is provided signal monitoring apparatus comprising:
Preferably, the means for controlling the handling of the communications traffic serves to identify at least one section of traffic relative to another.
Also, the means for controlling may serve to influence further monitoring actions within the apparatus.
Advantageously, the analysed contents of the at least one signal comprise the interaction between at least two signals of traffic representing an at least two-way conversation. In particular, the at least two interacting signals relate to portions of interruption or stiltedness within the traffic.
Preferably, the means for monitoring signals can include means for recording signals.
Preferably, the means for recording the occurrence of the parameter comprises means for providing, in real time, a possibly instantaneous indication of said occurrence, and/or comprises means for storing, permanently or otherwise, information relating to said occurrence.
Dependent upon the particular parameter, or parameters, relevant to a call-center provider, the present invention advantageously allows for the improved monitoring of traffic so as to identify which one(s) of a possible plurality of data or voice interactions might warrant further investigation whilst also allowing for statistical trends to be recorded and analysed.
The apparatus is advantageously arranged for monitoring speech signals and indeed any form of telecommunication traffic.
For example, by analysing a range of parameters of the signals representing traffic such as speech, data or video, patterns, trends and anomalies within a plurality of interactions can be readily identified and these can then be used for example, to influence future automated analysis, and rank or grade the conversations and/or highlight conversations likely to be worthy of detailed investigation or playback by the call-center provider. The means for monitoring the telecommunications signals may be advantageously arranged to monitor a plurality of separate two-way voice, data or video conversations, and this makes the apparatus particularly advantageous for use within a call-centre.
The means for monitoring the telecommunications signals advantageously arranged to monitor the signals digitally by any one variety of appropriate means which typically involve the use of high impedance taps into the network and which have little, or no, effect on the actual network.
It should of course be appreciated that the invention can be arranged for monitoring telecommunications signals transmitted over any appropriate medium, for example a hardwired network comprising twisted pair or co-axial lines or indeed a telecommunications medium employing radio waves.
In cases where the monitored signal is not already in digital form, the apparatus can advantageously include analogue/digital conversion means for operating on the signal produced by the aforesaid means for monitoring the telecommunications signals.
It should also be appreciated that the present invention can comprise means for achieving passive monitoring of a telecommunications network or call-centre etc.
The means for identifying the at least one predetermined parameter advantageously includes a Digital Signal Processor which can be arranged to operate in accordance with any appropriate algorithm. Preferably, the signal processing required by the means for identifying the at least one parameter can advantageously be arranged to be provided by spare capacity arising in the Digital Signal Processors found within the apparatus and primarily arranged for controlling the monitoring, compression and/or recording of signals.
As mentioned above, the particular parameters arranged to be identified by the apparatus can be selected from those that are considered appropriate to the requirements of, for example, the call-centre provider.
However, for further illustration, the following is a non-exhaustive list of parameters that could be identified in accordance with the present invention and assuming that the telecommunications traffic concerned comprises a plurality of two-way telephone interactions such as conversations:
Parameters such as the following, and having no direct relationship to each call's content, can also be monitored:
As will be appreciated, the importance of each of the above parameters and the way in which they can be combined to highlight particular good, or bad, caller interactions can be readily defined by the call-center provider.
Advantageously, the apparatus can be arranged so as to afford each of the parameters concerned a particular weighting, or relative value.
The apparatus may of course also be arranged to identify the nature of the data monitored, for example whether speech, facsimile, modem or video etc. and the rate at which the signals are monitored can also be recorded and adjusted within the apparatus.
According to a further feature of the invention, the means for identifying the at least one parameter can be arranged to operate in real time or, alternatively, the telecommunications signals can be recorded so as to be monitored by the means for identifying at least one parameter at some later stage.
Advantageously, the means for recording the actual occurrence of the identified parameter(s) can be arranged to identify an absolute value for such occurrences within the communications network and/or call-centre as a whole or, alternatively, the aforementioned recording can be carried out on a per-conversation or a per-caller/operative basis.
The means for recording the occurrence of the identified parameter(s) can advantageously be associated means for analysing the results of the information recorded so as to identify patterns, trends and anomalies within the telecommunications network and/or call-center.
Advantageously, the means for recording the occurrence of the identified parameter(s) can, in association with the means for identifying the predetermined parameter and the means for monitoring the telecommunications signals, be arranged to record the aforementioned occurrence in each of the two directions of traffic separately.
Preferably, the means for identifying the source of the two-way traffic includes means for receiving an identifier tagged on to the traffic so as to identify its source, i.e. the particular operative within the call-centre or the actual caller. Alternatively, means can be provided within the telecommunications monitoring apparatus for determining the terminal number, i.e. the telephone number, of the operative and/or the caller.
The aforementioned identification can also be achieved by way of data and/or speech recognition.
It should also be appreciated that the present invention can include means for providing an output indicative of the required identification of the at least one predetermined parameter. Such output can be arranged to drive audio and/or visual output means so that the call-centre provider can readily identify that a particular parameter has been identified and in which particular conversation the parameter has occurred. Alternatively, or in addition, the occurrence of the parameter can be recorded, on any appropriate medium for later analysis.
Of course, the mere single occurrence of a parameter need not establish an output from such output means and the apparatus can be arranged such that an output is only provided once a decision rule associated with such parameter(s) has been satisfied. Such a decision rule can be arranged such that it depends on present and/or past values of the parameter under consideration and/or other parameters.
Further, once a particular conversation has been identified as exhibiting a particular predetermined parameter, or satisfying a decision rule associated with such parameters, the apparatus can be arranged to allow ready access to the telecommunications “line” upon which the conversation is occurring so that the conversation can be interrupted or suspended as required.
As mentioned previously, the apparatus can be arranged to function in real time or, alternatively, the apparatus can include recording means arranged particularly to record the telecommunications traffic for later monitoring and analysis.
Preferably, the apparatus includes means for reconstructing the signals of the telecommunications traffic to their original form so as, for example, to replay the actual speech as it was delivered to the telecommunications network and/or call-center.
The apparatus can therefore advantageously recall the level of amplification, or attenuation, applied to the signal so as to allow for the subsequent analysis of the originating signal with its original amplitude envelope.
Further, the apparatus may include feedback means arranged to control the means for monitoring the telecommunications signals responsive to an output from means being provided to identify the source of the conversation in which the parameter has been identified, or the decision rule associated with the parameter has been exceeded.
A further embodiment of the present invention comprises an implementation in which means for recording and analysing the monitored signals are built into the actual system providing the transmission of the original signals so that the invention can advantageously take the form of an add-in card to an Automatic Call Distribution System or any other telecommunications system.
Also, it will be appreciated that the present invention can be advantageously arranged so as to be incorporated into a call-centre and indeed the present invention can provide for such a call-centre including apparatus as defined above.
In accordance with another aspect of the present invention, there is provided a method of monitoring signals representing communications traffic, and comprising the steps of:
The invention is therefore particularly advantageous in allowing the monitoring of respective parts of an at least two-way conversation and which may include the of analysis of the interaction of those parts.
Of course, the method of the present invention can advantageously be arranged to operate in accordance with the further apparatus features defined above.
The invention is described further hereinafter, by way of example only, with reference to the accompanying drawings in which:
FIG. 3 is a flowchart of an example process for monitoring communications traffic and;
FIG. 4 is a list of exemplary parameters.
As mentioned above, the apparatus can advantageously form part of a call-centre in which a plurality of telephone conversations can be monitored so as to provide the call-centre operator with information relating to the “quality” of the service provided by the call-centre operatives. Of course, the definition of “quality” will vary according to the requirements of the particular call-centre and, more importantly, the requirements of the customers to that call-centre but typical examples are bow well the call-centre operatives handle customers telephone calls, or how well an Interactive Voice Response System serves customers calling for, for example, product details.
The system generally comprises apparatus for the passive monitoring of voice or data signals, algorithms for the analysis of the monitored signals and, apparatus for the storage and reporting of the results of the analysis.
Optional features can include apparatus for recording the actual monitored signals particularly if real time operation is not required, and means for reconstructing the monitored signals into their original form so as to allow for, for example, replay of the speech signal.
The monitoring apparatus 16 embodying the present invention, comprises a digital voice recorder 18 which is arranged to monitor the two-way conversation traffic associated with the exchange switch 14 by way of high impedance taps 20, 22 which are connected respectively to signal lines 24, 26 associated with the exchange switch 14 (Step 302; FIG. 3). As will be appreciated by the arrows employed for the signal lines 24, 26, the high impedance tap 20 is arranged to monitor outgoing voice signals from the call-centre 10 whereas the high impedance tap 22 is arranged to monitor incoming signals to the call-centre 10. The voice traffic on the lines 24, 26 therefore form a two-way conversation between a call-centre operative using one of the terminals 12 and a customer (not illustrated).
The monitoring apparatus 16 embodying the present invention further includes a computer telephone link 28 whereby data traffic appearing at the exchange switch 14 can be monitored as required.
The digital voice recorder 18 is connected to a network connection 30 which can be in the form of a wide area network (WAN), a local area network (LAN) or an internal bus of a central processing unit of a computer.
Also connected to the network connection 30 is a replay station 32, a configuration management application station 34, a station 36 providing speech and/or data analysis engine(s) and also storage means comprising a first storage means 38 for the relevant analysis rules and the results obtained and a second storage means 40 for storage of the data and/or speech monitor.
The packet header is formatted so as to include the packet identification 48, the data format 50, a date and time stamp 52, the relevant channel number within which the data arises 54, the gain applied to the signal 56 and the data length 58.
The speech, or other data captured in accordance with the apparatus of the present invention, is found within the packet body 46 and within the format specified within the packet header 44.
The high impedance taps 20, 22 offer little or no effect on the transmission lines 24, 26 and, if not in digital form, the monitored signal is converted into digital form. For example, when the monitored signal comprises a speech signal, the signal is typically converted to a pulse code modulated (PCM) signal or is compressed as an Adaptive Differential PCM (ADPCM) signal.
Further, where signals are transmitted at a constant rate, the time of the start of the recordings is identified, for example by voltage or activity detection, i.e. so-called “vox” level detection, and the time is recorded. With asynchronous data signals, the start time of a data burst, and optionally the intervals between characters, may be recorded in addition to the data characters themselves.
The purpose of this is to allow a computer system to model the original signal to appropriate values of time, frequency and amplitude so as to allow the subsequent identification of one or more of the various parameters arising in association with the signal (see, FIG. 4). The digital information describing the original signals is then analysed at station 36, in real time or later, to determine the required set of metrics, i.e. parameters, appropriate to the particular application (Step 304; FIG. 3).
FIG. 3 is a flowchart of an example process 300 for monitoring communications traffic. At stage 302, signals representing communications traffic are monitored. For example, the digital voice recorder 18 can monitor two-way conversation traffic associated with the exchange switch 14. At stage 304, a predetermined parameter is identified by analyzing the content. For example, a digital signal processor programmed with an appropriate algorithm can identify the predetermined parameter. At stage 306, the occurrence of the identified parameter is recorded. For example, the first storage 38 (analysis rules and results) can store the occurrence of the identified parameter. At stage 308, the traffic stream associated with the parameter is identified. For example, the speech/data analysis engine 36 can identify the traffic stream. At stage 310, the recorded data relating to the occurrence is analyzed. For example, the speech/data analysis engine 36 can analyze the recorded data stored in the first storage 38.
FIG. 4 is a flowchart of an example process 400 that expands stage 304 in FIG. 3. At stage 402, a list of parameter types is determined, including: non-voice elements; the delay occurring, or the overlap between, transmissions in opposite directions; the amplitude envelope of the signals, so as to determine caller anger or episodes of shouting; the frequency spectrum of the signal in various frequency bands; ration of transmissions in each direction, the ratio of word to inter-word pauses; the language used by the speaker(s); the sex of the speaker(s); the presence or absence of particular words; the frequency and content of prosody; vibration or tremor within a voice; and the confidence/accuracy with which words are recognized to identify changes in speech patterns arising from a caller. This list may be defined in the call-centre 10 using the station 36 (speech and/or data analysis engine). At stage 404, parameters are selected from the parameter types. The selected parameters may be those that are considered appropriate to the requirements of the call-centre provider. At stage 406, an identification of one or more of the selected parameters is made. For example, the station 36 may identify parameters arising in association with the analysis of a signal being monitored.
A particular feature of the system is in recording the two directions of data transmission separately (Step 306; FIG. 3) so allowing further analysis of information sent in each direction independently (Steps 308-310; FIG. 3). In analogue telephone systems, this may be achieved by use of a four-wire (as opposed to two-wire) circuit whilst in digital systems, it is the norm to have the two directions of transmission separated onto separate wire pairs. In the data world, the source of each data packet is typically stored alongside the contents of the data packet.
A further feature of the system is in recording the level of amplification or attenuation applied to the original signal. This may vary during the monitoring of even a single interaction (e.g. through the use of Automatic Gain Control Circuitry). This allows the subsequent reconstruction and analysis of the original signal amplitude.
Another feature of the system is that monitored data may be “tagged” with additional information such as customer account numbers by an external system (e.g. the delivery of additional call information via a call logging port or computer telephony integration (CTI) port).
The importance of each of the parameters and the way in which they can be combined to highlight particularly good or bad interactions is defined by the user of the system (Step 310; FIG. 3). One or more such analysis profiles can be held in the system. These profiles determine the weighting given to each of the above parameters.
The profiles are normally used to rank a large number of monitored conversations and to identify trends, extremes, anomalies and norms. “Drill-down” techniques are used to permit the user to examine the individual call parameters that result in an aggregate or average score and, further, allow the user to select individual conversations to be replayed to confirm or reject the hypothesis presented by the automated analysis.
A particular variant that can be employed in any embodiment of the present invention uses feedback from the user's own scoring of the replayed calls to modify its own analysis algorithms. This may be achieved using neural network techniques or similar giving a system that learns from the user's own view of the quality of recordings.
A variant of the system uses its own and/or the scoring/ranking information to determine its further patterns of operation i.e.
In many systems it is impractical to analyse all attributes of all calls hence a sampling algorithm may be defined to determine which calls will be analysed. Further, one or more of the parties can be identified (e.g. by calling-line identifier for the external party or by agent log-on identifiers for the internal party). This allows analysis of the call parameters over a number of calls handled by the same agent or coming from the same customer.
The system can use spare capacity on the digital signal processors (DSPs) that control the monitoring, compression or recording of the monitored signals to provide some or all of the analysis required. This allows analysis to proceed more rapidly during those periods when fewer calls are being monitored.
Spare CPU capacity on a PC at an agent's desk could be used to analyse the speech. This would comprise a secondary tap into the speech path being recorded as well as using “free” CPU cycles. Such an arrangement advantageously allows for the separation of the two parties, e.g. by tapping the headset/handset connection at the desk. This allows parameters relating to each party to be stored even if the main recording point can only see a mixed signal.
A further variant of the system is an implementation in which the systems recording and analysing the monitored signals are built into the system providing the transmission of the original signals (e.g. as an add-in card to an Automatic Call Distribution (ACD) system).
The apparatus illustrated is particularly useful for identifying the following parameters:
However, it should be appreciated that the invention could be adapted to identify parameters such as:
It will be appreciated that the illustrated and indeed any embodiments of the present invention can be set up as follows.
The Digital Trunk Lines (e.g. T1/E1) can be monitored trunk side and the recorded speech tagged with the direction of speech. A MediaStar Voice Recorder chassis can be provided typically with one or two E1/T1 cards plus a number of DSP cards for the more intense speech processing requirements.
Much of its work can be done overnight and in time, some could be done by the DSPs in the mediastar's own cards: It is also necessary to remove or at least recognise, periods of music, on-hold periods, IVR rather than real agents speaking etc. thus, bundling with Computer Integrated Telephony Services such as Telephony Services API (TSAPI) in many cases is appropriate.
Analysis and parameter identification as described above can then be conducted. However, as noted, if it is not possible to analyse all speech initially, analysis of a recorded signal can be conducted.
In any case the monitoring apparatus may be arranged to only search initially for a few keywords although re-play can be conducted so as to look for other keywords.
It should be appreciated that the invention is not restricted to the details of the foregoing embodiment. For example, any appropriate form of telecommunications network, or signal transmission media, can be monitored by apparatus according to this invention and the particular parameters identified can be selected, and varied, as required.
|Cited Patent||Filing date||Publication date||Applicant||Title|
|US3855418||1 Dec 1972||17 Dec 1974||Fuller F||Method and apparatus for phonation analysis leading to valid truth/lie decisions by vibratto component assessment|
|US4093821||14 Jun 1977||6 Jun 1978||John Decatur Williamson||Speech analyzer for analyzing pitch or frequency perturbations in individual speech pattern to determine the emotional state of the person|
|US4142067||11 Apr 1978||27 Feb 1979||Williamson John D||Speech analyzer for analyzing frequency perturbations in a speech pattern to determine the emotional state of a person|
|US4567512||28 Sep 1983||28 Jan 1986||World Video Library, Inc.||Recorded program communication system|
|US4837804||13 Jan 1987||6 Jun 1989||Mitsubishi Denki Kabushiki Kaisha||Telephone answering voiceprint discriminating and switching apparatus|
|US4866704||16 Mar 1988||12 Sep 1989||California Institute Of Technology||Fiber optic voice/data network|
|US4912701||23 Dec 1987||27 Mar 1990||Rockwell International Corporation||Packet switching module|
|US4914586||6 Nov 1987||3 Apr 1990||Xerox Corporation||Garbage collector for hypermedia systems|
|US4924488||23 Feb 1989||8 May 1990||Enforcement Support Incorporated||Multiline computerized telephone monitoring system|
|US4939771||20 Sep 1989||3 Jul 1990||At&T Bell Laboratories||Attendant-controlled call message delivery system and method|
|US4969136||8 Aug 1986||6 Nov 1990||Chamberlin David B||Communications network and method with appointment information communication capabilities|
|US4972461||20 Sep 1989||20 Nov 1990||At&T Bell Laboratories||Call message delivery system and method|
|US4975896||8 Aug 1986||4 Dec 1990||Agosto Iii Nicholas A D||Communications network and method|
|US5036539||6 Jul 1989||30 Jul 1991||Itt Corporation||Real-time speech processing development system|
|US5070526||8 Aug 1990||3 Dec 1991||Active Voice, Inc.||Signal analyzing system|
|US5101402||24 May 1988||31 Mar 1992||Digital Equipment Corporation||Apparatus and method for realtime monitoring of network sessions in a local area network|
|US5166971||24 Feb 1992||24 Nov 1992||Siemens Aktiengesellschaft||Method for speaker recognition in a telephone switching system|
|US5260943||16 Jun 1992||9 Nov 1993||Motorola, Inc.||TDM hand-off technique using time differences|
|US5274572||6 Mar 1990||28 Dec 1993||Schlumberger Technology Corporation||Method and apparatus for knowledge-based signal monitoring and analysis|
|US5309505||20 May 1991||3 May 1994||Inventions, Inc.||Automated voice system for improving agent efficiency and improving service to parties on hold|
|US5339203||21 Dec 1993||16 Aug 1994||Dictaphone Corporation||Apparatus and method of retrieving a message from a digital audio tape|
|US5353168||5 Nov 1992||4 Oct 1994||Racal Recorders Limited||Recording and reproducing system using time division multiplexing|
|US5355406||1 Mar 1993||11 Oct 1994||Vmx, Incorporated||Integrated application controlled call processing and messaging system|
|US5375068 *||3 Jun 1992||20 Dec 1994||Digital Equipment Corporation||Video teleconferencing for networked workstations|
|US5377051 *||13 Jan 1993||27 Dec 1994||Hitachi America, Ltd.||Digital video recorder compatible receiver with trick play image enhancement|
|US5390243||1 Nov 1993||14 Feb 1995||At&T Corp.||Telemarketing complex with automatic threshold levels|
|US5396371||21 Dec 1993||7 Mar 1995||Dictaphone Corporation||Endless loop voice data storage and retrievable apparatus and method thereof|
|US5398245||4 Oct 1991||14 Mar 1995||Bay Networks, Inc.||Packet processing method and apparatus|
|US5434797||20 Oct 1994||18 Jul 1995||Barris; Robert C.||Audio communication system for a computer network|
|US5434913 *||24 Nov 1993||18 Jul 1995||Intel Corporation||Audio subsystem for computer-based conferencing system|
|US5440624||10 Nov 1992||8 Aug 1995||Netmedia, Inc.||Method and apparatus for providing adaptive administration and control of an electronic conference|
|US5446603||21 Dec 1993||29 Aug 1995||Dictaphone Corporation||Method of retrieving messages at selected times from a digital audio tape|
|US5448420||2 Aug 1993||5 Sep 1995||Dictaphone Corporation||Method and a system for storing audio|
|US5475421 *||16 Jul 1992||12 Dec 1995||Digital Equipment Corporation||Video data scaling for video teleconferencing workstations communicating by digital data network|
|US5488570 *||29 Jun 1994||30 Jan 1996||Intel Corporation||Encoding and decoding video signals using adaptive filter switching criteria|
|US5488652||14 Apr 1994||30 Jan 1996||Northern Telecom Limited||Method and apparatus for training speech recognition algorithms for directory assistance applications|
|US5490247 *||24 Nov 1993||6 Feb 1996||Intel Corporation||Video subsystem for computer-based conferencing system|
|US5500795||6 Jul 1994||19 Mar 1996||Teknekron Infoswitch Corporation||Method and system for monitoring and controlling the performance of a call processing center|
|US5506954 *||24 Nov 1993||9 Apr 1996||Intel Corporation||PC-based conferencing system|
|US5508942 *||29 Jun 1994||16 Apr 1996||Intel Corporation||Intra/inter decision rules for encoding and decoding video signals|
|US5511003 *||29 Jun 1994||23 Apr 1996||Intel Corporation||Encoding and decoding video signals using spatial filtering|
|US5515296 *||29 Jun 1994||7 May 1996||Intel Corporation||Scan path for encoding and decoding two-dimensional signals|
|US5526407||17 Mar 1994||11 Jun 1996||Riverrun Technology||Method and apparatus for managing information|
|US5533103||7 Jun 1995||2 Jul 1996||Electronic Information Systems, Inc.||Calling system and method|
|US5535256||3 May 1995||9 Jul 1996||Teknekron Infoswitch Corporation||Method and system for automatically monitoring the performance quality of call center service representatives|
|US5535261||20 Aug 1993||9 Jul 1996||Gateway Technologies, Inc.||Selectively activated integrated real-time recording of telephone conversations|
|US5546324 *||22 Nov 1994||13 Aug 1996||Digital Equipment Corporation||Video teleconferencing for networked workstations|
|US5615296||12 Nov 1993||25 Mar 1997||International Business Machines Corporation||Continuous speech recognition and voice response system and method to enable conversational dialogues with microprocessors|
|US5623539||27 Jan 1994||22 Apr 1997||Lucent Technologies Inc.||Using voice signal analysis to identify authorized users of a telephone system|
|US5623690||16 Jul 1992||22 Apr 1997||Digital Equipment Corporation||Audio/video storage and retrieval for multimedia workstations by interleaving audio and video data in data file|
|US5647834||30 Jun 1995||15 Jul 1997||Ron; Samuel||Speech-based biofeedback method and system|
|US5657383||6 Jun 1995||12 Aug 1997||Lucent Technologies Inc.||Flexible customer controlled telecommunications handling|
|US5696811||20 Jun 1996||9 Dec 1997||Teknekron Infoswitch Corporation||Method and system for automatically monitoring the performance quality of call center service representatives|
|US5712954||23 Aug 1995||27 Jan 1998||Rockwell International Corp.||System and method for monitoring audio power level of agent speech in a telephonic switch|
|US5717879||3 Nov 1995||10 Feb 1998||Xerox Corporation||System for the capture and replay of temporal data representing collaborative activities|
|US5719786||3 Feb 1993||17 Feb 1998||Novell, Inc.||Digital media data stream network management system|
|US5737405||25 Jul 1995||7 Apr 1998||Rockwell International Corporation||Apparatus and method for detecting conversation interruptions in a telephonic switch|
|US5764901||21 Dec 1995||9 Jun 1998||Intel Corporation||Record and playback in a data conference|
|US5787253||28 May 1996||28 Jul 1998||The Ag Group||Apparatus and method of analyzing internet activity|
|US5790798||31 May 1996||4 Aug 1998||Witness Systems, Inc.||Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location|
|US5802533||7 Aug 1996||1 Sep 1998||Walker; Randall C.||Text processor|
|US5818907||4 Aug 1997||6 Oct 1998||Teknekron Infoswitch Corporation||Method and system for automatically monitoring the performance quality of call center service representatives|
|US5818909||27 Sep 1996||6 Oct 1998||Van Berkum; Paul E.||Agent speech detector system and method for use with a telephonic switch|
|US5819005||29 Mar 1996||6 Oct 1998||Dictaphone Corporation||Modular digital recording logger|
|US5822727||21 Dec 1995||13 Oct 1998||At&T Corp||Method for automatic speech recognition in telephony|
|US5826180||16 Aug 1994||20 Oct 1998||Nice Systems Ltd.||Near homodyne radio frequency receiver|
|US5848388||25 Mar 1994||8 Dec 1998||British Telecommunications Plc||Speech recognition with sequence parsing, rejection and pause detection options|
|US5861959||6 Feb 1997||19 Jan 1999||Nice Systems, Ltd.||Facsimile long term storage and retrieval system|
|US5918213||22 Dec 1995||29 Jun 1999||Mci Communications Corporation||System and method for automated remote previewing and purchasing of music, video, software, and other multimedia products|
|US5937029||2 Aug 1996||10 Aug 1999||Nice Systems, Ltd.||Data logging system employing M N +1! redundancy|
|US5946375||12 May 1997||31 Aug 1999||Teknekron Infoswitch Corporation||Method and system for monitoring call center service representatives|
|US5960063||14 Jul 1997||28 Sep 1999||Kokusai Denshin Denwa Kabushiki Kaisha||Telephone speech recognition system|
|US5983186||20 Aug 1996||9 Nov 1999||Seiko Epson Corporation||Voice-activated interactive speech recognition device and method|
|US5999525||18 Nov 1996||7 Dec 1999||Mci Communications Corporation||Method for video telephony over a hybrid network|
|US6035017||24 Jan 1997||7 Mar 2000||Lucent Technologies Inc.||Background speech recognition for voice messaging applications|
|US6046824||24 Jul 1997||4 Apr 2000||Nice Systems, Ltd.||Facsimile long term storage and retrieval system|
|US6047060||20 Feb 1998||4 Apr 2000||Genesys Telecommunications Laboratories, Inc.||Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center|
|US6058163||12 May 1997||2 May 2000||Teknekron Infoswitch Corporation||Method and system for monitoring call center service representatives|
|US6108782||24 Jun 1997||22 Aug 2000||3Com Corporation||Distributed remote monitoring (dRMON) for networks|
|US6122665||26 Aug 1998||19 Sep 2000||Sts Software System Ltd.||Communication management system for computer network-based telephones|
|US6169904||8 Jul 1993||2 Jan 2001||Qwest Communications International Inc.||System and method for automatically distributing communications to selected locations|
|US6233234||3 Jun 1997||15 May 2001||Bell Atlantic Network Services, Inc.||Secure LAN/internet telephony|
|US6233256||12 Mar 1997||15 May 2001||Sarnoff Corporation||Method and apparatus for analyzing and monitoring packet streams|
|US6246752||8 Jun 1999||12 Jun 2001||Valerie Bscheider||System and method for data recording|
|US6246759||26 Sep 1996||12 Jun 2001||Rockwell International Corporation||Call overflow system and method for overflowing telephone calls between telephonic switches|
|US6249570||8 Jun 1999||19 Jun 2001||David A. Glowny||System and method for recording and storing telephone call information|
|US6252946||8 Jun 1999||26 Jun 2001||David A. Glowny||System and method for integrating call record information|
|US6252947||8 Jun 1999||26 Jun 2001||David A. Diamond||System and method for data recording and playback|
|US6282269||10 Dec 1996||28 Aug 2001||International Business Machines Corp.||Voice mail on the internet|
|US6288739||5 Sep 1997||11 Sep 2001||Intelect Systems Corporation||Distributed video communications system|
|US6320588||18 Apr 1997||20 Nov 2001||Compaq Computer Corporation||Audio/video storage and retrieval for multimedia workstations|
|US6330025||10 May 1999||11 Dec 2001||Nice Systems Ltd.||Digital video logging system|
|US6351762||7 Jun 1996||26 Feb 2002||Collaboration Properties, Inc.||Method and system for log-in-based video and multimedia calls|
|US6356294||11 Aug 1998||12 Mar 2002||8×8, Inc.||Multi-point communication arrangement and method|
|US6370574||16 Dec 1998||9 Apr 2002||Witness Systems, Inc.||Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location|
|US6404857||10 Feb 2000||11 Jun 2002||Eyretel Limited||Signal monitoring apparatus for analyzing communications|
|US6418214||25 Sep 1997||9 Jul 2002||British Telecommunications Public Limited Company||Network-based conference system|
|US6510220||12 Mar 1998||21 Jan 2003||Witness Systems, Inc.||Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location|
|US6538684||28 Nov 1995||25 Mar 2003||Canon Kabushiki Kaisha||Television conference system indicating time data|
|US6542602||14 Feb 2000||1 Apr 2003||Nice Systems Ltd.||Telephone call monitoring system|
|US6560323||1 Aug 1997||6 May 2003||T-Netix, Inc.||Computer-based method and apparatus for controlling, monitoring, recording and reporting telephone access|
|US6560328||3 Apr 1997||6 May 2003||Genesys Telecommunications Laboratories, Inc.||Voice extensions in a call-in center employing virtual restructuring for computer telephony integrated functionality|
|US6570967||7 Jun 1995||27 May 2003||Ronald A. Katz Technology Licensing, L.P.||Voice-data telephonic interface control system|
|US6668044||19 Jul 2000||23 Dec 2003||Xtend Communications Corp.||System and method for recording telephonic communications|
|US6690663||15 Jan 1998||10 Feb 2004||Mci Communications Corporation||Internet telephony system with automated call answering|
|US6728345||8 Jun 2001||27 Apr 2004||Dictaphone Corporation||System and method for recording and storing telephone call information|
|US6754181||18 Nov 1996||22 Jun 2004||Mci Communications Corporation||System and method for a directory service supporting a hybrid communication system architecture|
|US6757361||14 Feb 2002||29 Jun 2004||Eyretel Limited||Signal monitoring apparatus analyzing voice communication content|
|US6775372||2 Jun 1999||10 Aug 2004||Dictaphone Corporation||System and method for multi-stage data logging|
|US6785369||8 Jun 2001||31 Aug 2004||Dictaphone Corporation||System and method for data recording and playback|
|US6785370||8 Jun 2001||31 Aug 2004||Dictaphone Corporation||System and method for integrating call record information|
|US6865604||13 Oct 2004||8 Mar 2005||Sts Software Systems Ltd.||Method for extracting a computer network-based telephone session performed through a computer network|
|US6871229||13 Oct 2004||22 Mar 2005||Sts Software Systems Ltd.||Method for storing on a computer network a portion of a communication session between a packet source and a packet destination|
|US6880004||13 Oct 2004||12 Apr 2005||Sts Software Systems Ltd.||Method for restoring a portion of a communication session transmitted over a computer network|
|US6959079||19 Feb 2003||25 Oct 2005||Nice Systems Ltd.||Telephone call monitoring system|
|US20010043697||11 May 1998||22 Nov 2001||Patrick M. Cox||Monitoring of and remote access to call center activity|
|US20040028193||20 Nov 2002||12 Feb 2004||Usd Co., Ltd.||Multi-channel digital recording system and method using network|
|US20040064316||26 Sep 2003||1 Apr 2004||Gallino Jeffrey A.||Software for statistical analysis of speech|
|EP0510412B1||3 Apr 1992||25 Jun 1997||Siemens Business Communication Systems, Inc. (a Delaware corp.)||Voice and text annotation of a call log database|
|EP0833489A3||2 Sep 1997||16 Sep 1998||Eyretel Limited||Signal monitoring apparatus|
|EP0841832A2||29 Oct 1997||13 May 1998||AT&T Corp.||Promiscuous network monitoring utilizing multicasting within a switch|
|EP1319299B1||16 Sep 2001||28 Dec 2005||Nice Systems Ltd.||Communication management system for computer network based telephones|
|GB2257872B||Title not available|
|WO1997041674A||Title not available|
|WO2000028425A||Title not available|
|WO2000052916A||Title not available|
|1||"Speech Analytics-The Art of Automated Voice Analysis in the Contact Center," Robert Frances Group IT Agenda, Feb. 26, 2002, 4 pgs.|
|2||"Speech Analytics—The Art of Automated Voice Analysis in the Contact Center," Robert Frances Group IT Agenda, Feb. 26, 2002, 4 pgs.|
|3||Abadjieva, Elissaveta et al., "Applying Analysis of Human Emotional Speech to Enhance Synthetic Speech," The MicroCentre, Department of Mathematics and Computer Science, The University, Scotland, U.K., 1993, pp. 909-912.|
|4||Ades, Stephen, "An Architecture for Integrated Services on the Local Area Network," University of Cambridge, Computer Laboratory, Technical Report, No. 114, Sep. 1987, 177 pgs.|
|5||AG Group, Inc., About Satellite, at http://web.archive.org/web/19980206033053/www.aggroup.com/skyline (Feb. 6, 1998), 1 p.|
|6||Beckman, Mel, See and hear your network, at http://web.archive.org/web/1999022483147/macworld.zdnet.com/pages/june.96/Reviews.2144.html (Feb. 24, 1999), 3 pp.|
|7||Boggs, David R. et al., Pup: An Internetwork Architecture, Report CSL-79-10, Xerox Palo Alto Research Center (Jul. 1979).|
|8||Bullock, Darcy et al., "Roadway Traffic Control Software," IEEE Transactions on Control Systems Technology, vol. 2, No. 3, Sep. 1994, pp. 255-264.|
|9||Byun, Jae W. et al., "The Design and Analysis of an ATM Multicast Switch with Adaptive Traffic Controller," IEEE/ACM Transactions on Networking, vol. 2, No. 3, Jun. 1994, pp. 288-298.|
|10||Cahn, Janet E., "The Generation of Affect in Synthesized Speech," Journal of the American Voice I/O Society, vol. 8 (Jul. 1990), pp. 1-19.|
|11||Callegati, Franco et al., "On the Dimensioning of the Leaky Bucket Policing Mechanism for Multiplexer Congestion Avoidance," IEEE, 1993, pp. 617-621.|
|12||Check Point, Check Point Fire Wall-1: Extensible Stateful Inspection, at http://web.archive.org/web/19980212235917/www.checkpoint.com/products/technology/page3.html (Feb. 12, 1998), 3 pp.|
|13||Check Point, Stateful Inspection in Action, at http://web.archive.org/web/19980212235911/www.checkpoint.com/products/technology/page2.html (Feb. 12, 1998), 4 pp.|
|14||Check Point, Supported Applications, at http://web.archive.org/web/19980212233542/www.checkpoint.com/products/technology/index.html (Feb. 12, 1998), 6 pp.|
|15||Clark, David D. et al., Supporting Real-Time Applications in an Integrated Services Packet Network: Architecture and Mechanism, Conference Proceedings on Communications Architectures & Protocols (Aug. 17-20, 1992).|
|16||Clark, main loop for Internet protocol (WSISTS066835-WSISTS066838), Dec. 3, 1979.|
|17||Cohen, D. "A Voice Message System", Proceedings of the IFIP TC-6 International Symposium on Computer Message Systems, Computer Message Systems, edited by Ronald P. Uhlig, Bell Northern Research Limited, Ottawa, Canada, Apr. 6-8, 1981, pp. 17-28.|
|18||Cohen, D. "On Packet Speech Communication", Proceedings of the Fifth International Conference, Computer Communications: Increasing Benefits to Society, The International Council for Computer Communication, Hosted by American Telephone and Telegraph Company., Atlanta, Georgia, Oct. 27-30, 1980. pp. 269-274.|
|19||Cohen, Danny "Using Local Area Networks for Carrying Online Voice," Proceedings of the IFIP TC 6 International In-Depth Symposium on Local Computer Networks, edited by Piercarlo Ravasio, Ing. Olivetti & C.S.p. A., Ivrea, Italy, Greg Hopkins, The MITRE Corporation, Medford, Massachusetts, and Najah Naffah, INRIA, Le Chesnay, France, North Holland Publishing Company, Florence, Italy, Apr. 19-21, 1982, pp. 13-21.|
|20||Cohen, Danny et al., "A Network Voice Protocol NVP-II," USC/ISI, ISI/RR-81-90, Apr. 1, 1981, 75 pgs.|
|21||Cohen, Danny, "Packet communication of online speech", USCI, Information Sciences Institute, Marina del Rey, CA, National Computer Conference, 1981, pp. 169-176.|
|22||Cohen, Danny, NWG/RFC 741, "Specification for the Network Voice Protocol (NVP)", ISI, DC, Nov. 22, 1977, 40 pages.|
|23||Cohen, Danny, USC/ISI, Summary of the ARPA/Ethernet Community Meeting, Xerox-PARC, Nov. 1979, 16 pgs.|
|24||Communications Solutions CTI News, at http://www.tmcnet.com/articles/ctimag/0699/0699news.htm, Jun. 1999.|
|25||CTI News, Year End Issue, New Products From Amtelco XDS, Technology Marketing Corporation, 2007, 18 pgs.|
|26||Emmerson, Bob et al., "The Surging CTI Tide," Byte, Nov. 1996, 3 pgs.|
|27||Engineering and Operations in the Bell System (Second edition), Members of the Technical Staff and the Technical Publication Department, AT&T Bell Laboratories, Murray Hill, New Jersey, 1984, 6 pages.|
|28||Erimli, Bahadir et al., "On Worst Case Traffic in ATM Networks," The Institution of Electrical Engineers, IEE, Savoy Place, London, U.K., 1995, 12 pages.|
|29||Frick, Robert W., "Communicating Emotion: The Role of Prosodic Features," Psychological Bulletin, vol. 97, No. 3, 1985, pp. 412-429.|
|30||Glover, Mark V., "Internetworking: Distance Learning ‘To Sea’ via Disktop Videoconferencing Tools and IP Multicast Protocols" (Mar. 1998) (unpublished M. Sc. Thesis, Naval Postgraduate School, Monterey, California).|
|31||Glover, Mark V., "Internetworking: Distance Learning 'To Sea' via Disktop Videoconferencing Tools and IP Multicast Protocols" (Mar. 1998) (unpublished M. Sc. Thesis, Naval Postgraduate School, Monterey, California).|
|32||Hamel, Gary et al., "Strategic Intent," Harvard Business Review (HBR), (May-Jun. 1989), 14 pgs.|
|33||Hargadon, Andrew et al., "Building an Innovation Factory," Harvard Business Review (HBR OnPoint), Product No. 6102 (May-Jun. 2000), pp. 1, 3-17.|
|34||Herrell, Elizabeth, "Genesys And VoiceGenie: Speech Leaders Merge," QuickTake, Forrester Research, Apr. 11, 2006, 2 pgs.|
|35||Herrell, Elizabeth, "Telephony @Work Globalizes Contact Center Platform with Multi-Lingual Support," IdeaByte, copyright 2002 Giga Information Group, Mar. 11, 2002, 1 pg.|
|36||Hirschberg, Julia et al., "Experiments in Emotional Speech," Columbia University (Feb. 18, 2003), 4 pgs.|
|37||Hirschberg, Julia et al., "Prosodic and Other Cues to Speech Recognition Failures," Department of Elsevier B.V., Speech Communication, vol. 43 (2004) pp. 155-175.|
|38||Hirschberg, Julia et al., "The influence of pitch range, duration, amplitude and spectral features on the interpretation of the rise-fall-rise intonation contour in English," Journal of Phonetics, vol. 20, (1992) pp. 241-251.|
|39||Holfelder, W., "Interactive Remote Recording and Playback of Multicase Videoconferences," in Interactive Distributed Multimedia Systems and Telecommunications Services, 4th International Workshop, IDMS '97, Darmstadt, Germany, 450-463 (Sep. 10-12, 1997 Proceedings, Steinmetz, R. and Wolf, L. Eds).|
|40||Holfelder, Wieland, Tenet Group, International Computer Science Institute and University of California, "VCR(1), MBone VCR-Mbone Video Conference Recorder", Berkley, CA, Nov. 5, 1995, pp. 1-8.|
|41||Holfelder, Wieland, Tenet Group, International Computer Science Institute and University of California, "VCR(1), MBone VCR—Mbone Video Conference Recorder", Berkley, CA, Nov. 5, 1995, pp. 1-8.|
|42||Howell, Peter et al., "Development of a Two-Stage Procedure for the Automatic Recognition of Dysfluencies in the Speech of Children Who Stutter: I. Psychometric Procedures Appropriate for Selection of Training Material for Lexical Dysfluency Classifiers," University College London, Department of Psychology, J Speech Lang Hear Res., vol. 40, Issue 5, pp. 1073-1084 (Oct. 1997).|
|43||Howell, Peter et al., "Development of a Two-Stage Procedure for the Automatic Recognition of Dysfluencies in the Speech of Children Who Stutter: II. ANN Recognition of Repetitions and Prolongations With Supplied Word Segment Markers," University College London England, UKPMC Funders Group, J Speech Lang Hear Res., vol. 40, Issue 5 (Oct. 1997), pp. 1085-1096.|
|44||Information Sciences Institute, University of Southern California, Marina del Rey, "RFC:791 Internet Protocal DARPA Internet Program Protocol Specification", Prepared for Defense Advanced Research Projects Agency Information Processing Techniques Office, Arlington, VA, Sep. 1981, pp. 1-45.|
|45||Intel Corporation, Intel Internet Video Phone Trial Applet 2.1: The Problems and Pitfalls of Getting H.323 Safely Through Firewalls, at web.archive.org/web/19980425132417//http://support.intel.com/support/videophone/trial21/h323-wpr.htm#a18 (Apr. 24, 1998), 32 pp.|
|46||Intel Corporation, Intel Internet Video Phone Trial Applet 2.1: The Problems and Pitfalls of Getting H.323 Safely Through Firewalls, at web.archive.org/web/19980425132417//http://support.intel.com/support/videophone/trial21/h323—wpr.htm#a18 (Apr. 24, 1998), 32 pp.|
|47||Lazarus, David, "Now call centers can make Nice on Phone," SFGate.com, Jan. 30, 2005, 4 pgs.|
|48||Lieberman et al., "Some Aspects of Fundamental Frequency and Envelope Amplitude as Related to the Emotional Content of Speech", The Journal of the Acoustical Society of America, vol. 34, previously presented. 922-927 (Jul. 1962).|
|49||Magar, Surendar S. et al., "A Microcomputer with Digital Signal Processing Capability," Session II: Digital Signal Processors, ISSCC 82, IEEE, 1982, 4 pages.|
|50||Mash Research Team, Archive Tools Overview (last modified Aug. 30, 1997) at http://web.archive.org/web/19980209092409/mash.cs.berkeley.edu/mash/software/archive-usage.html (archived Feb. 9, 1998).|
|51||Mash Research Team, Player, at web.archive.org/web/19980209092521/mash.cs.berkeley.edu/mash (Feb. 9, 1998), 3 pp.|
|52||Mash Research Team, Recorder, at http://web.archive.org/web/19980209092445/mash.cs.berkeley.edu/mash/software/recorder-usage.html (archived Feb. 9, 1998).|
|53||Mash Research Team, vic-video conference, at web.archive.org/web/19980209092254/mash.cs.berkeley.edu/mash (Feb. 9, 1998), 11 pp.|
|54||Maxemchuk, N.F., "An Experimental Speech Storage and Editing Facility," American Telephone and Telegraph Company, The Bell System Technical Journal, vol. 59, No. 8 (Oct. 1980), pp. 1383-1395.|
|55||McCanne, et al., "The BSD Packet Filter: A New Architecture for User-level Packet Capture," Lawrence Berkeley Laboratory, Berkeley, California, (preprint of paper to be presented at the 1993 Winter USENIX conference, Jan. 25-29, 1993, San Diego, California), (Dec. 19, 1992), 11 pgs.|
|56||Microsoft Corporation, GFF Format Summary: Microsoft RIFF, at http://netghost.narod.ru/gff/graphics/summary/micriff.htm (1996), 5 pp.|
|57||Nance, Barry, "Your PC's Ringing-Answer It!," CMP Media LLC, Byte Digest, Byte.com, (archived Feb. 1997), 5 pgs.|
|58||Nance, Barry, "Your PC's Ringing—Answer It!," CMP Media LLC, Byte Digest, Byte.com, (archived Feb. 1997), 5 pgs.|
|59||Network Resource Group of Lawrence Berkeley National Laboratory, vat-LBNL Audio Conferencing Took, at web.archive.org/web/19980126183021/www-nrg.ee.lbl.gov/vat (Jan. 26, 1998), 5 pp.|
|60||Neustein, Amy, "Sequence Package Analysis: A Data Mining Tool to Speed Up Wiretap Analysis," Linguistic Technology Systems, Edgewater, New Jersey, presented at AVIOS May 10, 2002, 4 pgs.|
|61||Neustein, Amy, "Using Sequence Package Analysis to Improve Natural Language Understanding," Linguistic Technology Systems, New York, New York, Kluwer Academic Publishers, International Journal of Speech Technology vol. 4 (2001), pp. 31-44.|
|62||Neustein, Ph.D., Amy, "Sequence Package Analysis: A New Natural Language Understanding Method for Performing Data Mining of Help-Line Calls and Doctor-Patient Interviews," Linguistic Technology Systems, Edgewater, New Jersey, published proceedings of the Natural Language Understanding and Cognitive Science Workshop at the 6th ICEIS (University of Portugal, Apr. 13, 2004), 11 pgs.|
|63||Nice Systems Ltd.'s content analysis package, "Emotion Detection," Ra'Anana, Israel, 2005, 33 pages.|
|64||Nice Systems, Inc. and Nice Systems, Ltd.'s Local Patent Rule (LPR) 4.3 Disclosures (including claim chart) submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-11026-RLV on May 1, 2006, 236 pgs.|
|65||Nice Systems, Inc. and Nice Systems, Ltd.'s Second Supplemental Local Patent Rule 4.3 Disclosures submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-TCB on Oct. 23, 2007, 6 pgs.|
|66||Nice Systems, Inc. and Nice Systems, Ltd.'s Supplemental Local Patent Rule 4.3 Disclosures (including claim chart) submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-TCB on Sep. 28, 2007, 131 pgs.|
|67||Nicholson, Robert T., "Integrating Voice in the Office World," Byte Publications Inc., McGraw-Hill, vol. 8, No. 12 (Dec. 1983), pp. 177-184.|
|68||Ober, Katie, "Assessing Validity of Computerized Voice Stress Analysis," study conducted at Edinboro University of Pennsylvania, presented at the 31st Annual Western Pennsylvania Undergraduate Psychology Conference-Mercyhurst College, Erie, Pennsylvania, Apr. 2003, 2 pgs.|
|69||Ober, Katie, "Assessing Validity of Computerized Voice Stress Analysis," study conducted at Edinboro University of Pennsylvania, presented at the 31st Annual Western Pennsylvania Undergraduate Psychology Conference—Mercyhurst College, Erie, Pennsylvania, Apr. 2003, 2 pgs.|
|70||O'Mahony, Dr. Donal, Networks & Telecommunications Research Group, Trinity College Dublin, 1998, 80 pgs.|
|71||Oppenheim, Alan V. et al., "Digital Signal Processing," Prentice-Hall, Inc., Englewood Cliffs, New Jersey, 1974, 4 pages.|
|72||Parnes, Peter et al., mMOD: The Multicast Media-on-Demand System, Lulea University of Technology, Sweden, Mar. 6, 1997.|
|73||Postel, Jonathan B. et al., The ARPA Internet Protocol, Computer Networks: The International Journal of Distributed Informatique, vol. 5, No. 4 (Jul. 1981).|
|74||Posting of Brett Eldridge to muc.lists.firewalls: MS NetMeeting 2.0 and Raptor Eagle vers. 4.0, at roups-beta.google.com/groups/muc.lists.firewalls/browse-thread/thread/ec0255b64bf36ad4?tvc=2 (May 2, 1997), 3 pp.|
|75||Posting of Brett Eldridge to muc.lists.firewalls: MS NetMeeting 2.0 and Raptor Eagle vers. 4.0, at roups-beta.google.com/groups/muc.lists.firewalls/browse—thread/thread/ec0255b64bf36ad4?tvc=2 (May 2, 1997), 3 pp.|
|76||Posting of Dameon D. Welch-Abernathy, Re: [fw1-wizards] tcpdump for solaris 2.6, at http://oldfaq.phoneboy.com/gurus/200007/msg00081.html, Jul. 18, 2000.|
|77||Posting of Michael Pelletier to comp. security.firewalls: Netmeeting through a packet filter, at http://groups-beta.google.com/group/comp.security.firewalls/browse-thread/thread/c14c3ac7d190a58/a4010ede22ff83a0, Jan. 23, 1998, 4 pgs.|
|78||Posting of Michael Pelletier to comp. security.firewalls: Netmeeting through a packet filter, at http://groups-beta.google.com/group/comp.security.firewalls/browse—thread/thread/c14c3ac7d190a58/a4010ede22ff83a0, Jan. 23, 1998, 4 pgs.|
|79||Press Release, PhoNet Communications Ltd., "PhoNet Communications Introduces PhoNetWork For Voice Calls over Intranets or the Internet," Oct. 10, 1997, 1 pg.|
|80||Press Release, PhoNet Communications Ltd., "PhoNet Introduces EtherPhone: The First Data PBX Solution to Offer Toll Quality, Scalability, and Fault Tolerance Regardless of Network Topology," Oct. 10, 1997, 2 pgs.|
|81||Press Release, RADCOM, Breakthrough Internetworking Application for Latency & Loss Measurements from RADCOM, at web.archive.org/web/19980527022443/www.radcom-inc.com/press21.htm (May 27, 1998), 2 pp.|
|82||Press Release, RADCOM, New VoIP Testing Applications from RADCOM, at www.radcom.com/radcom/about/pr020999.htm, Feb. 9, 1999, 2 pgs.|
|83||Press Release, RADCOM, RADCOM Adds UNI 4.0 Signalling and MPEG-II Support to ATM Analysis Solutions, at http://web.archive.org/web/19980527022611/www.radcom-inc.com/press13.htm (May 27, 1998) 1 p.|
|84||Rabiner, Lawrence R., "A Tutorial on Hidden Markov Models and Selected Applications in Speech Recognition," Proceedings of the IEEE, vol. 77, No. 2 (Feb. 1989), pp. 257-286.|
|85||RADCOM, Prism200 Multiport WAN/LAN/ATM Analyzer, at hweb.archive.org/web/19980527020144/www.radcom-inc.com/pro-p1.htm (May 27, 1998), 3 pp.|
|86||RADCOM, PrismLite: Portable WAN/LAN/ATM Protocol Analyzer, at http://web.archive.org/web/19980527020156/www.radcom-inc.com/pro-p2.htm (May 27, 1998), 3 pp.|
|87||RADCOM, Supported Protocols, at web.archive.org/web/19980527014033/www.radcom-inc.com/protocol.htm (May 27, 1998), 10 pp.|
|88||Raman et al., "On-demand Remote Playback", Paper, Department of EECS, University of California at Berkeley (1997), 10 pp.|
|89||Rose, Richard C., "Discriminant Wordspotting Techniques for Rejecting Non-Vocabulary Utterances in Unconstrained Speech," IEEE, 1992, pp. 105-108.|
|90||Ruiz, Antonio, Voice and Telephony Applications for the Office Workstation, 1st International Conference on Computer Workstations, IEEE Computer Society Press (Nov. 11-14, 1985).|
|91||Russ, Donna, "Speech Recognition: Ripe for the Picking," Customer Interface (Jun. 2002), 3 pgs.|
|92||Saltzer, Jerome H. et al., "The Desktop Computer as a Network Participant," IEEE Journal on Selected Areas in Communications, vol. SAC-3, No. 3 (May 1985), pp. 468-478.|
|93||Schmandt, Chris et al., "An Audio and Telephone Server for Multi-Media Workstations," Media Laboratory, Massachusetts Institute of Technology, IEEE, 1988, pp. 150-159.|
|94||Schooler, Eve M. et al., "A Packet-switched Multimedia Conferencing System," University of Southern California, Information Sciences Institute, Marina del Rey, California, Reprinted from the ACM SIGOIS Bulletin, vol. 1, No. 1 (Jan. 1989), pp. 12-22.|
|95||Schuett, A. et al., A Soft State Protocol for Accessing Multimedia Archives, Proc. 8th International Workshop on Network and Operating Systems Support for Digital Audio and Video (NOSSDSV), Jul. 1998, 11 pgs.|
|96||Schulzrinne, Henning, "NeVoTImplementation and Program Structure", GMD Fokus, Berlin, Feb. 9, 1996, pp. 1-16.|
|97||Schulzrinne, Henning, "Voice Communication Across the Internet: A Network Voice Terminal", Dept. of Electrical and Computer Engineering, Dept. of Computer Science, Univ. of Massachusetts, Amherst, MA Jul. 29, 1992, pp. 1-34.|
|98||Simpson, David, Viewing RTPDump Files, at http://bmrc.berkeley.edu/~davesimp/viewingNotes.html (Oct. 12, 1996), 1 p.|
|99||Simpson, David, Viewing RTPDump Files, at http://bmrc.berkeley.edu/˜davesimp/viewingNotes.html (Oct. 12, 1996), 1 p.|
|100||So-Lin Yen et al. "Intelligent MTS Monitoring System", Oct. 1994, pp. 185-187, Scientific and Research Center for Criminal Investigation, Taiwan, Republic of China.|
|101||So-Lin Yen et al., "Intelligent MTS Monitoring System", Oct. 1994, pp. 185-187, Scientific and Research Center for Criminal Investigation, Taiwan, Republic of China.|
|102||Southcott, C.B. et al., "Voice Control of the Pan-European Digital Mobile Radio System," IEEE, 1989, pp. 1070-1074.|
|103||Speech Processing Peripheral (SPP) User's Manual, Adams-Russell Company, Inc., Digital Processing Division, Waltham, Massachusetts, Oct. 2, 1984, 64 pgs.|
|104||Swinehart, D.C. et al., Adding Voice to an Office Computer Network, IEEE Global Telecommunications Conference, San Diego, California, Conference Record vol. 1 of 3 (Nov. 28-Dec. 1, 1983.|
|105||Swinehart, Daniel C., Telephone Management in the Etherphone System, IEEE/IEICE Global Telecommunications Conference, Tokyo Conference Proceedings, vol. 2 of 3 (1987).|
|106||Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.225 Call Signaling Protocols and Media Stream Packetization for Packet-Based Multimedia Communication Systems, Feb. 1998 (WSISTS000177-331).|
|107||Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.245 Control Protocol for Multimedia Communication, Feb. 1998.|
|108||Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.323 Packet-Based Multimedia Communications Systems, Feb. 1998 (WSISTS000049-176).|
|109||Terry, Douglas B. and Daniel C. Swinehart, "Managing Stored Voice in the Etherphone System", Computer Science Laboratory, Xerox Palo Alto Research Center, 1987, pp. 103-104.|
|110||Terry, Douglas B. et al., Managing Stored Voice in the Etherphone System, ACM Transactions on Computer Systems, vol. 6, No. 1, ACM 0734-2071/88/0200-0003 (Feb. 1988).|
|111||Terry, Douglas B., Distributed System Support for Voice in Cedar, Proc. Of Second European SIGOPS Workshop on Distributed Systems (Aug. 1986).|
|112||The AG Group, Inc., User Manual: Etherpeek Ethernet Network Software Analysis (1997), 168 pp.|
|113||Thomas, Robert H. et al., "Diamond: A Multimedia Message System Built on a Distributed Architecture," IEEE, (Dec. 1985), pp. 65-78.|
|114||Thomke, Stefan, "Enlightened Experimentation: The New Imperative for Innovation," Harvard Business Review (HBR OnPoint), Product No. 6099 (Feb. 2001), pp. 1, 31-47.|
|115||Touchstone Technologies, Inc., "Voice and Video over IP Test Solutions," Hatboro, Pennsylvania, (Sep. 19, 2006), 3 pgs.|
|116||Vin, Harrick M. et al., Multimedia Conferencing in the Etherphone Environment, IEEE Computer Society Press, vol. 24, Issue 10 (Oct. 1991).|
|117||Von Hippel, Eric et al., "Creating Breakthroughs at 3M," Harvard Business Review (HBR OnPoint), Product No. 6110 (Sep.-Oct. 1999), pp. 1, 19-29, 47.|
|118||Waldbusser, S., RFC 1757-Remote Network Monitoring Management Information Base, at http://www.faqs.org/rfcs/rfc1747.htm1 (Feb. 1995), 65 pp.|
|119||Waldbusser, S., RFC 1757—Remote Network Monitoring Management Information Base, at http://www.faqs.org/rfcs/rfc1747.htm1 (Feb. 1995), 65 pp.|
|120||Wessler, Dr. Barry, Rebuttal Expert Report, submitted to the Court in STS Software Systems Ltd. v. Witness systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 6, 2007, 38 pages.|
|121||Willis, David, "Hear it for yourself: Audio Samples from our H.323 test, Network Computing," at http://www.nwc.com/1001/1001ws2.html, Jan. 11, 1999.|
|122||Willis, David, "Voice Over IP, The Way It Should Be," Network Computing, at http://www.nwc.com/1001/1001ws12.html, Jan. 11, 1999.|
|123||Wilpon, Jay G. et al., "Automatic Recognition of Keywords in Unconstrained Speech Using Hidden Markov Models," IEEE Transactions on Acoustics, Speech, and Signal Processing, vol. 38, No. 11, Nov. 1990, pp. 1870-1878.|
|124||Witness Systems, Inc. Rebuttal Expert Report of Stephen Casner (75 pgs) with claim chart exhibits (Exhibit E—17 pgs; Exhibit F—21 pgs; Exhibit H—38 pgs; and Exhibit L—26 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|125||Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit L-43 pgs.; Exhibit M-19 pgs. Exhibit N-94 pgs.; and Exhibit O-61 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|126||Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit L—43 pgs.; Exhibit M—19 pgs. Exhibit N—94 pgs.; and Exhibit O—61 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|127||Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit P-13 pgs.; Exhibit Q-13 pgs. Exhibit R-22 pgs.; Exhibit S-50 pgs.; Exhibit T-24 pgs.; Exhibit U-66 pgs.; Exhibit V-41 pgs.; and Exhibit W-36 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|128||Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit P—13 pgs.; Exhibit Q—13 pgs. Exhibit R—22 pgs.; Exhibit S—50 pgs.; Exhibit T—24 pgs.; Exhibit U—66 pgs.; Exhibit V—41 pgs.; and Exhibit W—36 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|129||Witness Systems, Inc., claim chart exhibits from Rebuttal Expert Report of Dr. David D. Clark (Exhibit P-12 pgs.; Exhibit Q-12 pgs.; Exhibit R-19 pgs.; Exhibit S-47 pgs.; Exhibit U-63 pgs.; Exhibit V-37 pgs.; and Exhibit W-32 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|130||Witness Systems, Inc., claim chart exhibits from Rebuttal Expert Report of Dr. David D. Clark (Exhibit P—12 pgs.; Exhibit Q—12 pgs.; Exhibit R—19 pgs.; Exhibit S—47 pgs.; Exhibit U—63 pgs.; Exhibit V—37 pgs.; and Exhibit W—32 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|131||Witness Systems, Inc., Expert Report of Danny Cohen on Invalidity (28 pgs) with claim cart Exhibit C (44 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 19, 2007.|
|132||Witness Systems, Inc., Expert Report of Dr. David D. Clark on Invalidity (60 pgs), with claim chart exhibits (Exhibit E—38 pgs; Exhibit F—23 pgs; Exhibit G—37 pgs; Exhibit H—32 pgs; Exhibit I—62 pgs; Exhibit J—39 pgs; Exhibit K—41 pgs; Exhibit L—43 pgs; Exhibit M—19 pgs; Exhibit N—94 pgs; Exhibit O—61 pgs; Exhibit P—13 pgs; Exhibit Q—13 pgs; Exhibit R—22 pgs; Exhibit S—50 pgs; Exhibit T—24 pgs; Exhibit U—66 pgs; Exhibit V—41 pgs; and Exhibit W—36 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern.|
|133||Witness Systems, Inc., Expert Report of Dr. David D. Clark on Invalidity (60 pgs.), with claim chart exhibits (Exhibit E-38 pgs.; Exhibit F-23 pgs.; Exhibit G-37 pgs.; Exhibit H-32 pgs.; Exhibit I-62 pgs.; Exhibit J-39 pgs.; and Exhibit K-41 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|134||Witness Systems, Inc., Expert Report of Dr. David D. Clark on Invalidity (60 pgs.), with claim chart exhibits (Exhibit E—38 pgs.; Exhibit F—23 pgs.; Exhibit G—37 pgs.; Exhibit H—32 pgs.; Exhibit I—62 pgs.; Exhibit J—39 pgs.; and Exhibit K—41 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|135||Witness Systems, Inc., Expert Report of Dr. Jeffrey S. Vitter on Validity (including claim chart), submitted to the Court in Nice Systems, Inc. and Nice Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, for the District of Delaware, Case No. 06-311-JJF on Dec. 21, 2007 (85 pgs).|
|136||Witness Systems, Inc., Expert Report of John Henits on Validity Issues, submitted to the Court in Nice Systems, Inc. and Nice Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, for the District of Delaware, Case No. 06-311-JJF on Dec. 31, 2007 (99 pgs).|
|137||Witness Systems, Inc., Expert Report of Stephen L. Casner on Invalidity (39 pgs), with claim chart exhibits (Exhibit E—20 pgs; Exhibit F—24 pgs; Exhibit G—20 pgs; Exhibit H—41 pgs; Exhibit I—19 pgs; Exhibit J—20 pgs; Exhibit K—29 pgs; and Exhibit L—30 pgs), submitted to the Court in Sts Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 21, 2007.|
|138||Witness Systems, Inc., Fourth Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Mar. 22, 2007, 69 pages.|
|139||Witness Systems, Inc., Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Apr. 25, 2005, 36 pgs.|
|140||Witness Systems, Inc., Rebuttal Expert Report of Dr. Danny Cohen (53 pages) with claim chart Exhibit C (44 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|141||Witness Systems, Inc., Rebuttal Expert Report of Dr. David Clark (111 pgs), with claim chart exhibits (Exhibit E—35 pgs; Exhibit J—36 pgs; Exhibit O—58 pgs; Exhibit P—12 pgs; Exhibit Q—12 pgs; Exhibit R—19 pgs; Exhibit S—47 pgs; Exhibit U—63 pgs; Exhibit V—37 pgs; and Exhibit W—32 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|142||Witness Systems, Inc., Rebuttal Expert Report of Dr. David D. Clark (115 pgs.), with claim chart exhibits (Exhibit E-35 pgs.; Exhibit J-36 pgs.; and Exhibit O-58 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|143||Witness Systems, Inc., Rebuttal Expert Report of Dr. David D. Clark (115 pgs.), with claim chart exhibits (Exhibit E—35 pgs.; Exhibit J—36 pgs.; and Exhibit O—58 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.|
|144||Witness Systems, Inc., Second Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Jan. 29, 2007, 48 pgs.|
|145||Witness Systems, Inc., Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 9, 2005, 19 pgs.|
|146||Witness Systems, Inc., Third Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Feb. 20, 2007, 20 pgs.|
|147||Zellweger, Polle T., Douglas B. Terry, and Daniel C. Swinehart, "An Overview of the Etherphone System and Its Applications", Xerox Palo Alto Research Center, Palo Alto, CA, 1988, pp. 160-168.|
|Citing Patent||Filing date||Publication date||Applicant||Title|
|US8724521 *||12 May 2008||13 May 2014||Verint Americas Inc.||Systems and methods of recording solution interface|
|US9049197||30 Aug 2013||2 Jun 2015||Genesys Telecommunications Laboratories, Inc.||System and method for handling call recording failures for a contact center|
|US9065830||30 Aug 2013||23 Jun 2015||Genesys Telecommunications Laboratories, Inc.||Network recording and speech analytics system and method|
|US9178989||30 Aug 2013||3 Nov 2015||Genesys Telecommunications Laboratories, Inc.||Call event tagging and call recording stitching for contact center call recordings|
|US9179302 *||28 Oct 2011||3 Nov 2015||Verint Systems Ltd.||System and method for communication terminal surveillance based on speaker recognition|
|US20090034436 *||12 May 2008||5 Feb 2009||Verint Americas Inc.||Systems and methods of recording solution interface|
|US20120116762 *||28 Oct 2011||10 May 2012||Verint Systems Ltd.||System and method for communication terminal surveillance based on speaker recognition|
|U.S. Classification||379/67.1, 709/204, 348/14.1, 345/501, 704/275, 379/202.01|
|International Classification||H04M7/12, H04M3/36, H04M3/42, H04M3/22, H04M1/64, H04M3/51, G10L17/00, G10L17/26|
|Cooperative Classification||G10L17/00, H04M3/42323, H04M3/42221, G10L17/26, H04M3/5175, H04M2201/40, H04M3/2272, G10L15/26|
|European Classification||G10L15/26A, H04M3/51S, G10L17/00U, G10L17/26|
|5 Feb 2007||AS||Assignment|
Owner name: EYRETEL LIMITED, UNITED KINGDOM
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:BLAIR, CHRISTOPHER DOUGLAS;KEENAN, ROGER LOUIS;SIGNING DATES FROM 19970915 TO 19970916;REEL/FRAME:018850/0067
Owner name: WITNESS SYSTEMS, INC., GEORGIA
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:EYRETEL LIMITED, DBA WITNESS SYSTEMS LTD.;REEL/FRAME:018850/0108
Effective date: 20060117
|29 Mar 2013||AS||Assignment|
Owner name: VERINT AMERICAS INC., GEORGIA
Free format text: CHANGE OF NAME;ASSIGNOR:WITNESS SYSTEMS, INC.;REEL/FRAME:030112/0585
Effective date: 20070525
|1 Oct 2013||IPR||Aia trial proceeding filed before the patent and appeal board: inter partes review|
Free format text: TRIAL NO: IPR2013-00492
Opponent name: CALLCOPY, INC.
Effective date: 20130802
|21 Oct 2013||AS||Assignment|
Owner name: CREDIT SUISSE AG, CAYMAN ISLANDS BRANCH, AS COLLAT
Free format text: GRANT OF SECURITY INTEREST IN PATENT RIGHTS;ASSIGNOR:VERINT AMERICAS INC.;REEL/FRAME:031465/0450
Effective date: 20130918