The disclosure relates to handling nuisance in teleconference system. An endpoint device (400) for use in a teleconference includes an acquiring unit (401), a judging unit (402), a controller (403) and a processing unit (404). The acquiring unit acquires a media stream for presentation in the teleconference, and receives information from another device. The information includes a first estimation on whether the media stream is a nuisance to the teleconference. As the nuisance to a teleconference, audio or video signals are perceived by users as actually not relevant to the conference session or causing unpleasant feeling or confusion. The judging unit decides whether the media stream is the nuisance at least based on the information. The controller controls the processing of the media stream to degrade or suppress the presentation of the media stream in case that the media stream is decided as the nuisance. The processing unit processes the media stream under the control of the controller.

A voice call quality information generation method and an apparatus of a server for use in a wireless communication system are provided. The voice call quality information generation method includes receiving log information from at least one base station and generating voice call quality information using muting information generated based on the log information.

Systems and methods for improving quality of a call over network (CON) are provided. Modules may be distributed over the network at nodes. The modules monitor data quantity through the node, and data quality from one node to another. This fidelity and usage data is provided to a server where the data may be utilized to decide on how to route a call over network. The selected pathway may be decided based upon avoidance of “problem” legs where packets have historically been lost, or based upon the desire to load level data transmissions. A signal indicator for the signal quality of the networks “last mile” may be provided to the user. The last mile is the portion of the data pathway dependent upon the telephone service provider's infrastructure that cannot be rerouted around.

A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.

A voice service evaluation processing method and apparatus may include acquiring record data related to a to-be-evaluated voice service; using a voice service evaluation model that is acquired according to record data related to a voice service to evaluate the record data related to the to-be-evaluated voice service, so as to acquire an evaluation value of the record data related to the to-be-evaluated voice service; and performing, according to the evaluation value, evaluation processing on a voice service corresponding to the record data related to the to-be-evaluated voice service. The embodiments of the present disclosure provide a more reliable basis for improvement and optimization of a voice service. In addition, an actual status of a network may further be reflected according to evaluation performed on record data related to the voice service, and adjustment on a network indicator may further be performed according to the reflected network status.

A system and method for operating and testing real-time communications between web browsers and contact centers, comprising an operator network, cloud contact center, cloud contact center agent application, and a synthetic software agent comprised of agent automation software, injected API shim code, virtual audio devices, audio processing applications, and media servers, capable of performing automated and to end communication testing. In order to provide end to end testing, especially with respect to voice quality, the synthetic agent software may control and monitor the audio channels (both send and receive) of the browser communication session.

A digital network assistant which can detect network anomalies, identify actions likely to remediate them, and assist the user in carrying out those actions. In particular, a digital network assistant constantly monitors data streams associated with the network to determine key performance indicators for the network. When these key performance indicators indicate a network anomaly, the digital network assistant associates it with a digital string to one or more actions likely to remediate similar network issues. The digital network assistant can take these actions automatically or present them to a user to be taken. The system can also aid the user in taking the required actions via an augmented reality interface. In addition, the system can create narratives embedding findings from data analysis eliminating subjectivity. The system can also find optimal parameter sets by continuously analyzing anomaly-free parts of the network and their key performance indicators.

Aspects of the present disclosure include monitoring a contact's communication device while a communication session is in a hold state to determine a sentiment of the contact. Natural language recognition and natural language processing are used to determine a sentiment score of the contact based on overheard communications while the communication session is in the hold state. Then, an action is performed based on the sentiment score of the contact.

A system and method for selecting a data delivery network. A determination is made of user information associated with a communication from a user. A determination is made of performance information for multiple data delivery networks. The data delivery network is selected for the communication from the multiple data delivery networks.

Network telephony monitoring systems are provided herein. In one example, a monitoring service is configured to present an interface for a network telephony monitoring system to receive link metrics for media legs of a packet voice call that extends from an originating network over a plurality of transport networks, with each of the media legs spanning between border control nodes of the plurality of transport networks. A leg quality processor is configured to process the link metrics to differentiate quality degradation of the packet voice call among one or more of the media legs.