A mobile communications system includes switching between communication paths based on the quality of service. A VoIP service is coupled to a mobile network and a wireless local-area network (WLAN) via a wide-area IP network. A plurality of mobile communications devices are associated with VoIP telephone numbers. A public switched telephone network (PSTN) is coupled to the plurality of mobile communications devices and coupled to the VoIP service. A quality of service server is coupled to the plurality of mobile communications devices via the wide-area IP network for determining the quality of data channels to a mobile communications device via the mobile network and to the mobile communications device via the WLAN. A voice call is carried over one of the mobile network, the WLAN, and the PSTN depending on the quality of the data channels.

A system, method and non-transitory computer readable medium for generating a voiceprint for a call participant are disclosed, wherein an audio recording or communication session is received, the quality of the audio recording is analyzed, and if determined to be of sufficient quality, the audio recording is separated into speech for each call participant, which may be further analyzed to generate a voiceprint for each participant. The voiceprint that is generated may be used to identify the participant in other historical recordings or in an active communications session, and upon such an identification, one or more compliance or data protection policies may be applied.

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.

One disclosed system includes dialer device with a dialer identifier that initiates a call with a receiver device with a receiver identifier over a voice channel. A database stores: interaction data in association with both the receiver identifier and the dialer identifier; a content quality metric in association with the interaction data; and a network topology in which the receiver identifier and the dialer identifier are associated with nodes and are connected by an edge. A server is programmed to: update, based on the content quality metric and the network topology, a rankings associated with the receiver identifier and the dialer identifier; and one of: surface the ranking associated with the dialer identifier and the ranking associated with the receiver identifier to an external searching agent using an external data channel and without using any voice channel; or rank the dialer identifier for an internal searching agent using the ranking.

The method for triage management includes obtaining, from multiple sources, activity logs including issues for triage; processing the activity logs using a decision tree configured to output category and priority score associated with each issue; and, for each issue, identifying the relevant resources to resolve the issue based on the category of the issue, the priority score, and attributes of the relevant resources including historical issue resolution data. The method also includes determining a triage activity based on availability of the relevant resources, categories of the issues, and the priority scores. The triage activity includes a sequence for resolving the issues. The method also includes scheduling call for a predetermined time duration based on the availability and the attributes of the relevant resources; and generating a report for the triage activity, including real time information related to the obtained activity logs, the sources, and the sequence of the issues.

A computer-implemented method includes: receiving, using a processor, multiple data session records (DSRs); storing the multiple DSRs in a memory communicatively coupled to the processor; analyzing, using the processor, the stored multiple DSRs for temporal and spatial data; and determining, using the processor, quality degradation by using the temporal and spatial data for the stored multiple DSRs.

Calls received by a data center that are associated with a request are monitored. Features are subsequently extracted from the monitored calls so that a machine learning model may use such features to determine that the request will cause the data center to malfunction. The machine learning model can be trained using data derived from a transaction log for the data center. At least one correction action to prevent the data center from malfunctioning can then be initiated in response to such determination. Related apparatus, systems, techniques and articles are also described.

Embodiments described herein provide a dynamic voice over Internet Protocol (VoIP) audio quality management mechanism in real time, e.g., when a VoIP call is ongoing. Specifically, when a VoIP call has unsatisfactory audio quality, e.g., due to packet loss, jitter, etc., the dynamic VoIP audio quality management mechanism may redirect the VoIP traffic from the previous endpoint that initiates the VoIP session to a different endpoint within the same carrier. Upon the endpoint redirection, a new call leg is established, allowing re-negotiation or re-configuration of VoIP parameters. The re-negotiated or re-configured VoIP parameters may then be used to conduct the remainder of the VoIP call to improve the audio quality.

Methods identifying inbound call traffic anomalies in a telecommunications system are provided. The method includes receiving expected values for data related to the telecommunications system, the data being associated with call detail records; for each metric in the received data, determining if an observed value is outside defined upper and lower thresholds; selecting a set of residuals based on an aggregation of data in the call detail records if the observed value is outside the defined upper and lower thresholds; computing an anomaly score based the selected set of residuals; determining if multiple, serial anomalous alerting windows are needed to create an alert if the computed anomaly score is greater than a minimum anomaly score; and declaring that the data supports an anomaly in the inbound call traffic if it is determined that multiple, serial anomalous alerting windows are not needed to create an alert.

A mobile communications system includes switching between communication paths based on the quality of service. A VoIP service is coupled to a mobile network and a wireless local-area network (WLAN) via a wide-area IP network. A plurality of mobile communications devices are associated with VoIP telephone numbers. A public switched telephone network (PSTN) is coupled to the plurality of mobile communications devices and coupled to the VoIP service. A quality of service server is coupled to the plurality of mobile communications devices via the wide-area IP network for determining the quality of data channels to a mobile communications device via the mobile network and to the mobile communications device via the WLAN. A voice call is carried over one of the mobile network, the WLAN, and the PSTN depending on the quality of the data channels.