A method for automatically delaying playback of a message at a captioning device may include obtaining, at the captioning device, a request to playback of the message. The method may also include, in response to the request, automatically delaying the playback of the message at the captioning device in order to allow the captioning system to receive the audio of the message from a beginning of the playback of the audio of the message.

A method at a computing device includes obtaining time-varying teleconferencing data of a teleconference session with two or more participants, where the teleconferencing data includes one or more of audio data and video data, determining one or more participant quality signals for at least one of the participants based on the teleconferencing data, where at least one of the participant quality signals varies over time; determining for at least one of the participants participant quality metrics based on the participant quality signals; and providing to at least one of the participants information corresponding to the participant quality metrics, where the information is provided in one or more of graphical, textual, and audible form.

Approaches for recording and playing back a portion of a telephone call are provided. An approach includes establishing a subscriber of a recording and play back service. The approach includes recording, by a computing device, a portion of a conversation of the subscriber that occurs in a call between a first telephone and a second telephone. The approach additionally includes storing, by the computing device, the portion of the conversation when the call ends. The approach further includes analyzing, by the computing device, the stored portion of the conversation to detect predefined keywords. The approach also includes automatically providing the subscriber with an option to play back the stored portion of the conversation when at least one of the predefined keywords is detected during the analyzing.

A method of handling telephone on-hold music, provided by a second party to a first party on a telephone connection between the first and the second party, includes detecting on-hold music, and providing, while on-hold music is detected, and to the first party, content from a source that is independent from the second party. A length of the most recently received audio signal originating from the second party is continuously stored. When on-hold music is no longer detected, voice information is retrieved from the stored length of the most recently received audio signal, providing, to the first party, content from a source that is independent from the second party is stopped, and the retrieved voice information is reproduced to the first party, wherein a time offset that corresponds to a time period required for detection of on-hold music is present.

In a method of controlling a real-time conference session there is a first user and a second user connected to a media processing unit. The first user has a passive mode wherein data is received at and transmitted by the first user's communication terminal as passive data but not received by the communication terminal of the second user and an active mode wherein the data is received and transmitted by the first user's terminal and received by the second user's terminal as active data. When the first user switches from the passive mode to the active mode there is a duration of the conference call that is left to be transmitted to the second user. That portion has been recorded and is played at a faster rate to the second user.

A system and method for automated call analysis using context specific lexicons. A system includes memory and a processor configured to executed instructions. The system includes a recording component, a lexicon component, an analysis component, and a display component. The lexicon component defines a plurality of context specific lexicons, with each context specific lexicon having elements associated with one of a plurality of unique conversation segments. The analysis component configured to identify elements of the context specific lexicons, and associate each identified element with a time location in a telephonic conversation. The display component configured to graphically present a multi-line graph such that the intersections of the lines indicate transitions between the unique conversation segments.

Embodiments discussed herein include: accessing by a user terminal a recording of a communication session in the form of a media file wherein the media file comprises at least an audio component; accessing by the user terminal, metadata associated with the media file, wherein the metadata comprises an indication of a respective one or more visual representations of each of a plurality of events determined to have occurred during the communication session, wherein at least some of the visual representations comprise text converted from at least one communication stream of the recorded communication session, and wherein the metadata further comprises timing information linking the respective visual representations to the events; playing the media file using a media playing application running on the user terminal; and controlling play back of the media file so that a play back rate of the audio component is synchronized with a rate of a user scrolling through the visual representations.

Disclosed is a secure telephone call management system for authenticating users of a telephone system in an institutional facility. Authentication of the users is accomplished by using a personal identification number, preferably in conjunction with speaker independent voice recognition and speaker dependent voice identification. When a user first enters the system, the user speaks his or her name which is used as a sample voice print. During each subsequent use of the system, the user is required to speak his or her name. Voice identification software is used to verify that the provided speech matches the sample voice print. The secure system includes accounting software to limit access based on funds in a user's account or other related limitations. Management software implements widespread or local changes to the system and can modify or set any number of user account parameters.

Various disclosed implementations involve processing and/or playback of a recording of a conference involving a plurality of conference participants. Some implementations disclosed herein involve receiving audio data corresponding to a recording of at least one conference involving a plurality of conference participants. In some examples, only a portion of the received audio data will be selected as playback audio data. The selection process may involve a topic selection process, a talkspurt filtering process and/or an acoustic feature selection process. Some examples involve receiving an indication of a target playback time duration. Selecting the portion of audio data may involve making a time duration of the playback audio data within a threshold time difference of the target playback time duration.

Merchant/consumer calls may be recorded and evaluated according to a variety of criteria. The call recordings and analyzes thereof, as well as consumer tracking information, may be displayed in a user interface of a web-based online portal for convenience in evaluating the use and efficacy of marketing channels as well as the quality of merchant/consumer interactions. In an aspect, the user interface provides a representation of a variety of telephone calls as an interactive keyword cloud that presents business-value-specific keywords targeted for detection during such telephone calls. The keyword cloud may depict keywords in a range of colors, sizes, and relative positioning to connote varied degrees of significance, such as a relative rate of occurrence of keywords in the represented telephone calls. Each keyword in the keyword cloud may contain a hyperlink to related content such as a listing of telephone calls containing the keyword.