A device, system, and method for providing an indication that media has not yet been uploaded to a data store is provided. A device identifies a participant associated with an incident, the participant associated with a recording device. The device, in response to determining that media from the recording device has not yet been uploaded to a data store within a threshold time limit after occurrence of the incident: provides, at a display screen, an indication that the media has not yet been uploaded to the data store.

There is provided a method, and application server for enabling recording of communications transmitted via an Internet Protocol Multimedia Subsystem Network. A call request is received from a first party to call a second party and a database, comprising a plurality of subscriber profiles, is queried to obtain subscriber configuration data relating to at least one of the first party and the second party. Based on the subscriber configuration data, media streams are caused to be transmitted between the first party and a Media Resource Function, between the second party and the Media Resource Function, and from the Media Resource Function to a recording device to record at least part of a call between the first and second party. A communications network and a user device are also provided.

A disconnection of a client device is disconnected during a multi-participant communication, such as a call or a conference. An indication of the disconnection is transmitted to the client device to cause an agent at the client device to record media locally at the client device. The media recorded by the agent at the client device based on the indication of the disconnection is later received and included within a recording of the communication. For example, a gap of the recording in which the disconnection occurred may be identified, such as by performing a comparison of media within the recording to identify a start time of the gap and an end time of the gap. The media is then inserted within a portion of the recording of the multi-participant communication corresponding to the gap.

A recording of a call is authenticated using a distributed transaction ledger. A call between two or more participants is recorded to generate a call recording. A record of the call recording is stored within a distributed transaction ledger. At a later time, such as in response to an access request for auditing or an authentication request, the call recording is authenticated based on information associated with the record within the distributed transaction ledger. An indication of the authentication is then output, such as for further processing or display.

Disclosed embodiments may include a system that may receive an audio file comprising an interaction between a first user and a second user. The system may detect, using a deep neural network (DNN), moment(s) of interruption between the first and second users from the audio file. The system may extract, using the DNN, vocal feature(s) from the moment(s) of interruption. The system may determine, using a machine learning model (MLM) and based on the vocal feature(s), whether a threshold number of moments of the moment(s) of interruption corresponds to a first emotion type. When the threshold number of moments corresponds to the first emotion type, the system may transmit a first message comprising a first binary indication. When the threshold number of moments do not correspond to the first emotion type, the system may transmit a second message comprising a second binary indication.

A system and method for securely recording voice communications, comprising a network-connected computer server and an authentication system which verifies the validity of voice communications.

A method for summarizing dialogs may include obtaining an agent text stream and a customer text stream, segmenting the agent text stream and customer text stream into sentences, and labeling sentences associated with the segmented agent text stream and the segmented customer text stream. The method may further include extracting sentences from the agent text stream and the customer text stream based upon frequencies of appearance of words and terms of interest; generating an agent summary paragraph based on the extracted sentences from the agent text stream, and generating a customer summary paragraph based on the extracted sentences from the customer text stream. The method may identify keywords associated with each of the agent summary paragraph and the customer summary paragraph.

One example may include a method that includes receiving, at a presentation server, an audio data signal from a mobile device located in a presentation space, identifying a mobile device identification characteristic of the mobile device based on the received audio data signal, determining a mobile device location via a location determination procedure, and playing the audio signal via a loudspeaker.

The invention relates to systems/methods that enable real-time monitoring/processing of contact center communications to provide timely, actionable analytic insights and real-time critical call alerts, while simultaneously providing best-in-class protection of sensitive customer information.

A system and method for investigating an issue may include defining a set of phrase categories; associating each of a set of recorded interactions with at least one phrase category; receiving a selection of a first time interval and a second time interval; selecting a reference phrase category; calculating, for at least some of the phrase categories in the set of phrase categories a correlation differential based on a trend of the phrase category and a trend of the reference phrase category and, if a correlation differential of a category is larger than a threshold then including the category in the reference category.