Configuring contact center components for real time speech analytics
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United States of America Patent
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Dec 26, 2017
Issued Date -
N/A
app pub date -
Jun 8, 2017
filing date -
Nov 6, 2013
priority date (Note) -
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Abstract
Configuration parameters are defined for indicating when and how a call handled by a call handler is to be streamed to a speech analytics system (“SAS”). The parameters may indicate when a call is to be streamed by identifying certain campaigns which calls associated therewith are to be streamed to the SAS. The parameters may also identify how the streaming is to occur, namely via a single audio stream, a mixed audio stream, or dual audio streams. When using dual audio streams, a stream for the agent audio is established separately from a stream for the remote party audio. In addition, procedures are indicated for determining whether sufficient number of licenses are available for interfacing with the SAS. The number of licenses used for a call depends on whether the configuration parameters indicate one or two streams are to be established.
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