An apparatus and method relating to use of a physical writing surface (132) during a videoconference or presentation. Snapshots of a whiteboard (132) are identified by applying a difference measure to the video data (e.g., as a way of comparing frames at different times). Audio captured by a microphone may be processed to generate textual data, wherein a portion of the textual data is associated with each snapshot. The writing surface may be identified (enrolled) using gestures. Image processing techniques may be used to transform views of a writing surface.

A system for centralized captioned telephone service (“C-CTS”), which includes a C-CTS system (“C-CTSS”) for providing a transcription service to a user subscribed to the C-CTS during a phone call with a peer; a mobile communications device of the user which includes a first phone number assigned from a carrier of the user; a communications device of the peer which includes a second phone number; and a plurality of caption providers that communicate with the C-CTSS. The first phone number is associated with the C-CTSS and each of the caption providers provides a captioned telephone service. A carrier of the first phone number includes a voice network, a data network, and a database that stores the first phone number of the user which is subscribed to the C-CTS. The C-CTSS includes a database that stores the first phone number of the user.

In some embodiments, the present invention provides for a computer-implemented method, including: causing, by a specifically programmed computer call management communication system, to transform, over a computer network, computing devices of users, into corresponding specialized call management devices, by having each computing device to execute a specialized call management client software application being in electronic communication with the specifically programmed computer call management communication system over the computer network by utilizing SIP; where the specialized call management client software application generates specialized graphical user interfaces configured to allow each user to concurrently initiate and maintain, over the computer network, a plurality of voice communications of distinct types with other users, by, for example, allowing each user to independently and dynamically divert, in real-time, any voice communication of any type to any audio device associated with a corresponding specialized call management device of such user.

[Problem] Provided is a relaying device that can track and record a communicated voice of a specific communication terminal using a mixing function of the relaying device. [Solution] When a communication terminal has made a call, a communication session in which the communication terminal that has made a call and a communication terminal that has been called are participating terminals is established. When a voice signal is transmitted from one participating terminal of the established communication session, this voice signal is transmitted to the other participating terminal(s) of the same communication session along with session information. A virtual device is associated with a communication terminal, and is registered in a communication session in which the communication terminal participates as a participating terminal together with the communication terminal. A communication monitoring unit records a voice signal transmitted to the virtual device from the communication session.

The disclosed invention provide system and method to ensure resiliency in a network where audio capturing service experiences a failure on one or more active nodes. The network failover system is coupled to a Layer 3 (L3) network and communicates with a network switch through which network packets are transmitted. The failover system performs operations that include receiving network packets that are mirrored via the network switch, monitoring a primary node that captures audio data in the network packets, sending the network packets to a fallback node during an outage of the primary node, examining the network packets to determine which packets are audio-related packets, collecting audio-related packets, and storing the collected audio-related packets in a data storage. The fallback node is in the Layer 3 (L3) network.

An omni-channel orchestrated conversation system and virtual conversation agent for realtime contextual and orchestrated omni-channel conversation with a human and an omni-channel orchestrated conversation process for conducting realtime contextual and fluid conversation with a human by a virtual conversation agent in relation to a particular domain are disclosed.

The technology disclosed herein enables an absent participant to participate in a communication session. In a particular embodiment, a method includes identifying a meeting for an automated attendee to attend on behalf of a user. At a time for the meeting, the method includes joining the automated attendee to a communication session for the meeting. In the automated attendee, the method provides monitoring, in real-time, user communications exchanged between two or more other users over the communication session. During the monitoring, upon identifying a portion of the user communications that is relevant to the user, the method provides notifying the user about the portion.

The method and system may provide a seamless handoff of user information from a drugstore to a call agent. When a customer communicates with a drugstore device regarding a drugstore-related inquiry, the drugstore device attempts to identify an answer to the drugstore-related inquiry. When the drugstore device does not identify an answer to the drugstore-related inquiry, the drugstore device initiates communication between the customer and a contact center. A transcribed version of the communication may be stored in a database accessible by the contact center along with additional user information for the customer related to the customer's experiences with the drugstore. The user information may be provided to a call agent's contact center device for display and in this manner, the call agent may be made aware of the communication to avoid asking repeat questions and to quickly and efficiently answer the customer's drugstore-related inquiry.

Systems and methods are provided for dynamic generation of staff analytics and forecasts based on skill and service level. Dynamic forecasting allows for forecast generation in real-time and may be based on historical data regarding skills and results, as well as data science to identify patterns and make predictions. The resulting staffing forecast may therefore provide for efficient management of messaging staff costs while preserving the desired service quality. The staffing forecast may include a volume forecast that is tailored to the unique nature of asynchronous messaging, as well as the unique messaging needs of the entity so as to efficiently manage messaging operations and make data-driven staffing decisions that take service level into account. An exemplary embodiment may include dynamic analytics tools that may use specified target and/or resource numbers (e.g., desired service level) for an existing messaging operation and get a detailed per-skill staffing forecast.

Electronic communication methods and systems for determining biometric events and annotating recorded information with indicia of the biometric events are disclosed. Exemplary methods and systems can further determine contexts within the recorded information and further annotate the recorded information with indicia of the context.