An electronic apparatus performing wireless peer-to-peer (wireless p2p) connection with an external device is provided. The electronic apparatus may include a communicator comprising communication circuitry, a microphone configured to receive a user voice input and a processor configured to control the communication circuitry to select the external device as a target device for the wireless p2p connection in response to the voice data received from the external device in a process of probing for the wireless p2p connection being consistent with voice data input through the microphone.

A server, method, and system for providing information to an electronic device are provided. An audio-based connection is established with the electronic device. A first identifier of the electronic device is determined in association with the audio-based connection. The electronic device is detected as being able to support a visual-based connection based on the first identifier. A second identifier of the electronic device is determined based on the first identifier. Visual information is provided to the electronic device via the visual-based connection after detecting that the electronic device is able to support the visual-based connection and determining the second identifier. The visual information is provided to the electronic device based on the second identifier.

Methods and arrangements for according multiple input media to a voice-based application. A voice application is accessed and a voice application template which supports a voice input mode is selected. At least one voice application template which supports at least one input mode other than voice and telephone touch tone is also selected, and a capability is accorded to selectively access the voice application via the voice input mode and the at least one input mode other than voice and telephone touch tone.

A request is received from a user of a telephonic device to invoke an application on the telephonic device. A form is displayed to the user using the application. Information input into the form is received by the application along with an indication to submit the form information with a service request to a call handling system. A data communications session between the telephonic device and an application server of the call handling system is established using the application. The form information is provided to the application server. A telephone number of the telephonic device is identified from the form information using which a voice communications session is established with the telephonic device from an interactive voice response system of the call handling system. Voice information is exchanged with the user and text, image or video information is communicated to the user via the voice and data communications sessions respectively.

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.

In some example embodiments, a system is provided for real-time analysis of audio signals. First digital audio signals are retrieved from memory. First computed streamed signal information corresponding to each of the first digital audio signals is generated by computing first metrics data for the first digital audio signals, the first computed streamed signal information including the first metrics data. The computed first streamed signal information is stored in the memory. The first computed streamed signal information is transmitted to one or more computing devices. Transmitting the first computed streamed signal information to the one or more computing devices causes the first computed streamed signal information to be displayed at the one or more computing devices.

Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.

The disclosed system and methods provide real-time information about how agents and customers sound as they are speaking, allowing a supervisor to continuously monitor how agents are doing. The system allows agents to visualize their own speech behavior performance during and after a conversation while viewing important comparative information about prior conversations, and gamifies conversations in real-time by providing visual comparison between the live conversations and various target metrics. The visualization in-turn enhances agent interactive skills such as active listening and mirroring, as well as decision-making skills based on observations of customer engagement and distress levels.

A virtual queuing system includes a server connected to a call center. The call center includes an automatic call distributor and a firewall. The server maintains virtual queues. User interfaces enqueu a call by a user of the call center to the virtual queues via the server. An application programming interface interfaces the user interfaces to the server. A virtual queuing connector module connects the automatic call distributor of the call center to the application programming interface across the firewall of the call center via requests or pulls initiated by the virtual queuing connector module. The virtual queuing connector module and the automatic call distributor are operated inside the firewall. The server, the application programming interface, and the user interfaces are operated outside the firewall. When a call is up, the call is connected as a prioritized call, assigned to a reserved IVR channel, and put through first.

A video conference control method operable to be executed in a video conference control apparatus. A request to speak from a mobile terminal on or near to a person or other source of speech is received. The mobile terminal is controlled to make a preset sound according to the request to speak. The preset sound is received and recognized. The position of the mobile terminal is determined according to the preset sound using a preset sound positioning method. A monitoring lens is controlled to align with the mobile terminal, and the sound source is displayed for the benefit of other conference attendees.