Search Images Maps Play YouTube News Gmail Drive More »
Sign in
Screen reader users: click this link for accessible mode. Accessible mode has the same essential features but works better with your reader.

Patents

  1. Advanced Patent Search
Publication numberUSRE43386 E1
Publication typeGrant
Application numberUS 11/583,381
Publication dateMay 15, 2012
Filing dateOct 19, 2006
Priority dateSep 26, 1996
Publication number11583381, 583381, US RE43386 E1, US RE43386E1, US-E1-RE43386, USRE43386 E1, USRE43386E1
InventorsChristopher Douglas Blair, Roger Louis Keenan
Original AssigneeVerint Americas, Inc.
Export CitationBiBTeX, EndNote, RefMan
External Links: USPTO, USPTO Assignment, Espacenet
Communication management system for network-based telephones
US RE43386 E1
Abstract
A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device for identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.
Images(6)
Previous page
Next page
Claims(27)
1. A signal monitoring system for monitoring and analyzing communications passing through a monitoring point, the system comprising:
a digital voice recorder (18) for monitoring two-way conversation traffic streams passing through the monitoring point, said digital voice recorder having connections (20) for being operatively attached to the monitoring point;
a digital processor (30) connected to said digital voice recorder for identifying at least one predetermined parameter by analyzing the voice communication content of at least one monitored signal taken from the traffic streams;
a recorder (38) attached to said digital processor for recording occurrences of the predetermined parameter;
a traffic stream identifier (36) for identifying the traffic stream associated with the predetermined parameter;
a data analyzer (36) connected to said digital processor for analyzing the recorded data relating to the occurrences; and
a communication traffic controller (34) operatively connected to said data analyzer and, operating responsive to the analysis of the recorded data, for controlling the handling of communications traffic within said monitoring system.
2. The monitoring system of claim 1, wherein said at least one predetermined parameter includes a frequency of keywords identified in the voice communication content of the at least one monitored signal.
3. The monitoring system of claim 1, wherein said digital processor further identifies episodes of anger or shouting by analyzing amplitude envelope.
4. The monitoring system of claim 1, wherein said at least one predetermined parameter is a prosody of the voice communication content of the at least one monitored signal.
5. The monitoring system of claim 1, wherein said connections for being operatively attached to the telephony exchange switch are attached via high impedance taps (20) to telephone signal lines (24, 26) attached to said telephony exchange switch.
6. The monitoring system of claim 1, wherein said communication traffic controller serves to identify at least one section of traffic relative to another so as to identify a source of the predetermined parameter.
7. The monitoring system of claim 1, wherein said communication traffic controller serves to influence further monitoring actions within the apparatus.
8. The monitoring system of claim 1, wherein the analyzed contents of the at least one monitored signal comprise the interaction between at least two signals representing an at least two-way conversation.
9. The monitoring system of claim 1, wherein the recorder operates in real time to provide a real-time indication of the occurrence.
10. The monitoring system of claim 1, wherein said digital voice recorder comprises an analog/digital convertor (18) for converting analog voice into a digital signal.
11. The monitoring system of claim 1, wherein said digital processor is a Digital Signal Processor (30) arranged to operate in accordance with an analyzing algorithm.
12. The monitoring system of claim 1, wherein the digital processor is arranged to operate in real time.
13. The monitoring system of claim 1, further comprising a replay station (32) connected to said digital processor and arranged such that the voice communication content of the at least one monitored signal can be recorded and monitored by said digital processor for identifying the at least one parameter at some later time.
14. The monitoring system of claim 1, wherein the at least one predetermined parameter comprises plural predetermined parameters and wherein said recorder records the occurrence of the plural predetermined parameters in each of the two directions of traffic separately.
15. The monitoring system of claim 1, wherein said traffic stream identifier comprises a means for receiving an identifier tagged onto the traffic so as to identify its source.
16. The monitoring system of claim 1, wherein said digital voice recorder for monitoring the traffic streams is operative responsive to an output from said traffic stream identifier identifying the source of the conversation in which the predetermined parameter has been identified, or a threshold occurrence of the predetermined parameter has been exceeded.
17. The monitoring system of claim 1, wherein said digital voice recorder, said digital processor, said recorder, said traffic stream identifier, and said data analyzer reside on an add-in card to a telecommunications system.
18. A system to manage communications over a communications network that includes an exchange, the system comprising:
a monitoring device configured to connect the system to the communications network and to receive data packets from the communications network;
an analysis module configured to receive an identifier tagged onto the data packets so as to identify the data packets, such that the identified data packets form at least a portion of the traffic stream and that data packets are selected data packets;
a recorder configured to receive the selected data packets and to store the selected data packets, such that the selected data packets are stored data packets;
a data store configured to receive and to store the stored data packets from the recorder, such that said at least a portion of the traffic stream is stored;
a link between the exchange and the recorder configured to transfer information related to the data packets from the exchange to the recorder.
19. The system of claim 18, further comprising:
a replay station for retrieving and displaying said at least a portion of the traffic stream, the replay station requesting the data packets from the data store through the recorder, and the replay station reconstructing the data packets for displaying said at least a portion of the traffic stream.
20. The system of claim 19, wherein the replay station further comprises replay logic configured to display said at least a portion of the traffic stream.
21. The system of claim 20, wherein the replay logic comprises one or more of video logic or audio logic.
22. The system of claim 19, further comprising:
a database coupled to the traffic stream identifier for storing identification information, the identification information including at least one identification associated with a monitored traffic stream;
wherein said traffic stream identifier identifies data packets according to said identification information, such that the traffic stream identifier uses the identification information to identify those data packets associated with the monitored traffic stream, to the exclusion of other data packets.
23. The system of claim 22, wherein the network is selected from a group consisting of a local area network and a wide area network.
24. The system of claim 23, wherein the network comprises a local area network.
25. The system of claim 18, wherein said connection comprises an add-in card.
26. A method for storing at least a portion of a network-based communications being performed on a network between a packet source and a packet destination, the method comprising the steps of:
receiving data packets on the network at a switch;
processing each of the received data packets at a data analysis engine based upon data included within the data packets;
identifying an audio or video traffic stream at the data analysis engine to which the data packets belong responsive to the processing of the data packets and the data included within the data packets; and
storing at least a portion of the data packets corresponding with a traffic stream on the network in a storage device.
27. A method for storing at least a portion of an interaction occurring over a network between a packet source and a packet destination, the method comprising the steps of:
receiving data packets from the network at a switch, the data packets containing at least the portion of the interaction comprising one or more of audio data or video data;
communicating the data packets to a data analysis engine;
identifying, at the data analysis engine, an interaction to which the data packets belong responsive to information included within the data packets; and
storing at least a portion of the interaction contained within the data packets in a storage device.
Description

Notice: More than one reissue application has been filed for the reissue of U.S. Pat. No. 6,757,361. The reissue applications are: “Voice Interaction Analysis Module,” Ser. No. 11/509,553, filed on Aug. 24, 2006; “Machine Learning Based Upon Feedback From Contact Center Analysis,” Ser. No. 11/509,550, filed on Aug. 24, 2006; “Distributed Analysis of Voice Interaction Data,” Ser. No. 11/509,554, filed on Aug. 24, 2006; “Distributed Recording of Voice Interaction Data,” Ser. No. 11/509,552, filed on Aug. 24, 2006; “VoIP Voice Interaction Monitor,” Ser. No. 11/509,549, filed on Aug. 24, 2006; and, “VoIP Interaction Recorder,” Ser. No. 11/509,551, filed on Aug. 24, 2006, and, “Communication Management System for Network-Based Telephones,” filed on Oct. 18, 2006, all of which are divisional reissues of “Signal Monitoring Apparatus Analyzing Voice Communication Content,” Ser. No. 11/477,124, filed on Jun. 28, 2006, which is a broadening reissue of U.S. Pat. No. 6,757,361, issued on Jun. 29, 2004.

BACKGROUND OF THE INVENTION

The present invention relates to signal monitoring apparatus and in particular, but riot exclusively to telecommunications monitoring apparatus which may be arranged for monitoring a plurality of telephone conversations.

DESCRIPTION OF THE RELATED ART

Telecommunications networks are increasingly being used for the access of information and for carrying out commercial and/or financial transactions. In order to safeguard such use of the networks, it has become appropriate to record the two-way telecommunications traffic, whether voice traffic or data traffic, that arises as such transactions are carried out. The recording of such traffic is intended particularly to safeguard against abusive and fraudulent use of the telecommunications network for such purposes.

More recently, so-called “call-centers” have been established at which operative personnel are established to deal with enquiries and transactions required of the commercial entity having established the call-center. An example of the increasing use of such call-centers is the increasing use of “telephone banking” services and the telephone ordering of retail goods.

Although the telecommunications traffic handled by such call-centers is monitored in an attempt to preserve the integrity of the call-centre, the manner in which such communications networks, and their related call-centers, are monitored are disadvantageously limited having regard to the data/information that can be provided concerning the traffic arising in association with the call-center.

For example, in large call-centers, it is difficult for supervisors to establish with any confidence that they have accurately, and effectively, monitored the quality of all their staff's work so as to establish, for example, how well their staff are handling customers' enquiries and/or transaction requirements, or how well their staff are seeking to market/publicise a particular product etc.

SUMMARY OF THE INVENTION

The present invention seeks to provide for telecommunications monitoring apparatus having advantages over known such apparatus.

According to one aspect of the present invention there is provided signal monitoring apparatus comprising:

    • means for monitoring signals representing communications traffic;
    • means for identifying at least one predetermined parameter by analysing the content of at least one monitored signal;
    • means for recording the occurrence of the identified parameter;
    • means for identifying the traffic stream associated with the identified parameter;
    • means for analysing the recorded data relating to the said occurrence; and
    • means, responsive to the analysis of the said recorded data, for controlling the handling of communications traffic within the apparatus.

Preferably, the means for controlling the handling of the communications traffic serves to identify at least one section of traffic relative to another.

Also, the means for controlling may serve to influence further monitoring actions within the apparatus.

Advantageously, the analysed contents of the at least one signal comprise the interaction between at least two signals of traffic representing an at least two-way conversation. In particular, the at least two interacting signals relate to portions of interruption or stiltedness within the traffic.

Preferably, the means for monitoring signals can include means for recording signals.

Preferably, the means for recording the occurrence of the parameter comprises means for providing, in real time, a possibly instantaneous indication of said occurrence, and/or comprises means for storing, permanently or otherwise, information relating to said occurrence.

Dependent upon the particular parameter, or parameters, relevant to a call-center provider, the present invention advantageously allows for the improved monitoring of traffic so as to identify which one(s) of a possible plurality of data or voice interactions might warrant further investigation whilst also allowing for statistical trends to be recorded and analysed.

The apparatus is advantageously arranged for monitoring speech signals and indeed any form of telecommunication traffic.

For example, by analysing a range of parameters of the signals representing traffic such as speech, data or video, patterns, trends and anomalies within a plurality of interactions can be readily identified and these can then be used for example, to influence future automated analysis, and rank or grade the conversations and/or highlight conversations likely to be worthy of detailed investigation or playback by the call-center provider. The means for monitoring the telecommunications signals may be advantageously arranged to monitor a plurality of separate two-way voice, data or video conversations, and this makes the apparatus particularly advantageous for use within a call-centre.

The means for monitoring the telecommunications signals advantageously arranged to monitor the signals digitally by any one variety of appropriate means which typically involve the use of high impedance taps into the network and which have little, or no, effect on the actual network.

It should of course be appreciated that the invention can be arranged for monitoring telecommunications signals transmitted over any appropriate medium, for example a hardwired network comprising twisted pair or co-axial lines or indeed a telecommunications medium employing radio waves.

In cases where the monitored signal is not already in digital form, the apparatus can advantageously include analogue/digital conversion means for operating on the signal produced by the aforesaid means for monitoring the telecommunications signals.

It should also be appreciated that the present invention can comprise means for achieving passive monitoring of a telecommunications network or call-centre etc.

The means for identifying the at least one predetermined parameter advantageously includes a Digital Signal Processor which can be arranged to operate in accordance with any appropriate algorithm. Preferably, the signal processing required by the means for identifying the at least one parameter can advantageously be arranged to be provided by spare capacity arising in the Digital Signal Processors found within the apparatus and primarily arranged for controlling the monitoring, compression and/or recording of signals.

As mentioned above, the particular parameters arranged to be identified by the apparatus can be selected from those that are considered appropriate to the requirements of, for example, the call-centre provider.

However, for further illustration, the following is a non-exhaustive list of parameters that could be identified in accordance with the present invention and assuming that the telecommunications traffic concerned comprises a plurality of two-way telephone interactions such as conversations:

    • non-voice elements within predominantly voice-related interactions for example dialling, Interactive Voice Response Systems, and recorded speech such as interactive voice response prompts, computer synthesized speech or background noise such as line noise;
    • the relationship between transmissions in each direction, for example the delay occurring, or the overlap between, transmissions in opposite directions;
    • the amplitude envelope of the signals, so as to determine caller anger or episodes of shouting;
    • the frequency spectrum of the signal in various frequency bands;
    • advanced parameters characterizing the actual speaker which may advantageously be used in speech authentication;
    • measures of the speed of interaction, for example for determining the ratio of word to inter-word pauses;
    • the language used by the speaker(s);
    • the sex of the speaker(s);
    • the presence or absence of particular words, for example word spotting using advanced speech recognition techniques;
    • the frequency and content of prosody including pauses, repetitions, stutters and nonsensical utterances in the conversation;
    • vibration or tremor within a voice; and
    • the confidence/accuracy with which words are recognized by the receiving party to the conversation so as to advantageously identify changes in speech patterns arising from a caller.

Parameters such as the following, and having no direct relationship to each call's content, can also be monitored:

    • date, time, duration and direction of call:
    • externally generated “tagging” information for transferred calls or calls to particular customers;

As will be appreciated, the importance of each of the above parameters and the way in which they can be combined to highlight particular good, or bad, caller interactions can be readily defined by the call-center provider.

Advantageously, the apparatus can be arranged so as to afford each of the parameters concerned a particular weighting, or relative value.

The apparatus may of course also be arranged to identify the nature of the data monitored, for example whether speech, facsimile, modem or video etc. and the rate at which the signals are monitored can also be recorded and adjusted within the apparatus.

According to a further feature of the invention, the means for identifying the at least one parameter can be arranged to operate in real time or, alternatively, the telecommunications signals can be recorded so as to be monitored by the means for identifying at least one parameter at some later stage.

Advantageously, the means for recording the actual occurrence of the identified parameter(s) can be arranged to identify an absolute value for such occurrences within the communications network and/or call-centre as a whole or, alternatively, the aforementioned recording can be carried out on a per-conversation or a per-caller/operative basis.

The means for recording the occurrence of the identified parameter(s) can advantageously be associated means for analysing the results of the information recorded so as to identify patterns, trends and anomalies within the telecommunications network and/or call-center.

Advantageously, the means for recording the occurrence of the identified parameter(s) can, in association with the means for identifying the predetermined parameter and the means for monitoring the telecommunications signals, be arranged to record the aforementioned occurrence in each of the two directions of traffic separately.

Preferably, the means for identifying the source of the two-way traffic includes means for receiving an identifier tagged on to the traffic so as to identify its source, i.e. the particular operative within the call-centre or the actual caller. Alternatively, means can be provided within the telecommunications monitoring apparatus for determining the terminal number, i.e. the telephone number, of the operative and/or the caller.

The aforementioned identification can also be achieved by way of data and/or speech recognition.

It should also be appreciated that the present invention can include means for providing an output indicative of the required identification of the at least one predetermined parameter. Such output can be arranged to drive audio and/or visual output means so that the call-centre provider can readily identify that a particular parameter has been identified and in which particular conversation the parameter has occurred. Alternatively, or in addition, the occurrence of the parameter can be recorded, on any appropriate medium for later analysis.

Of course, the mere single occurrence of a parameter need not establish an output from such output means and the apparatus can be arranged such that an output is only provided once a decision rule associated with such parameter(s) has been satisfied. Such a decision rule can be arranged such that it depends on present and/or past values of the parameter under consideration and/or other parameters.

Further, once a particular conversation has been identified as exhibiting a particular predetermined parameter, or satisfying a decision rule associated with such parameters, the apparatus can be arranged to allow ready access to the telecommunications “line” upon which the conversation is occurring so that the conversation can be interrupted or suspended as required.

As mentioned previously, the apparatus can be arranged to function in real time or, alternatively, the apparatus can include recording means arranged particularly to record the telecommunications traffic for later monitoring and analysis.

Preferably, the apparatus includes means for reconstructing the signals of the telecommunications traffic to their original form so as, for example, to replay the actual speech as it was delivered to the telecommunications network and/or call-center.

The apparatus can therefore advantageously recall the level of amplification, or attenuation, applied to the signal so as to allow for the subsequent analysis of the originating signal with its original amplitude envelope.

Further, the apparatus may include feedback means arranged to control the means for monitoring the telecommunications signals responsive to an output from means being provided to identify the source of the conversation in which the parameter has been identified, or the decision rule associated with the parameter has been exceeded.

A further embodiment of the present invention comprises an implementation in which means for recording and analysing the monitored signals are built into the actual system providing the transmission of the original signals so that the invention can advantageously take the form of an add-in card to an Automatic Call Distribution System or any other telecommunications system.

Also, it will be appreciated that the present invention can be advantageously arranged so as to be incorporated into a call-centre and indeed the present invention can provide for such a call-centre including apparatus as defined above.

In accordance with another aspect of the present invention, there is provided a method of monitoring signals representing communications traffic, and comprising the steps of:

    • identifying at least one predetermined parameter associated with a monitored signal:
    • recording the occurrence of the identified parameter: and
    • identifying the traffic stream in which the parameter was identified.

The invention is therefore particularly advantageous in allowing the monitoring of respective parts of an at least two-way conversation and which may include the of analysis of the interaction of those parts.

Of course, the method of the present invention can advantageously be arranged to operate in accordance with the further apparatus features defined above.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention is described further hereinafter, by way of example only, with reference to the accompanying drawings in which:

FIG. 1 is a block diagram of a typical recording and analysis system embodying the present invention; and

FIG. 2 is a diagram illustrating a typical data packetisation format employed within the present invention;

FIG. 3 is a flowchart of an example process for monitoring communications traffic;

FIG. 4 is a flowchart of another example process for monitoring communications traffic; and

FIG. 5 is a list of exemplary parameters.

DESCRIPTION OF THE EMBODIMENT

As mentioned above, the apparatus can advantageously form part of a call-centre in which a plurality of telephone conversations can be monitored so as to provide the call-centre operator with information relating to the “quality” of the service provided by the call-centre operatives. Of course, the definition of “quality” will vary according to the requirements of the particular call-centre and, more importantly, the requirements of the customers to that call-centre but typical examples are how well the call-centre operatives handle customers telephone calls, or how well an Interactive Voice Response System serves customers calling for, for example, product details.

The system generally comprises apparatus for the passive monitoring of voice or data signals, algorithms for the analysis of the monitored signals and, apparatus for the storage and reporting of the results of the analysis.

Optional features can include apparatus for recording the actual monitored signals particularly if real time operation is not required, and means for reconstructing the monitored signals into their original form so as to allow for, for example, replay of the speech signal.

FIG. 1 is a block diagram of a recording and analysis system for use in association with a call-centre 10 which includes an exchange switch 14 from which four telephone terminals 12 extend: each of which is used by one of four call-centre operatives handling customer enquiries/transactions via the exchange switch 14.

The monitoring apparatus 16 embodying the present invention, comprises a digital voice recorder 18 which is arranged to monitor the two-way conversation traffic associated with the exchange switch 14 by way of high impedance taps 20, 22 which are connected respectively to signal lines 24, 26 associated with the exchange switch 14 (Step 302, FIG. 3; Step 402, FIG. 4). As will be appreciated by the arrows employed for the signal lines 24, 26, the high impedance tap 20 is arranged to monitor outgoing voice signals from the call-centre 10 whereas the high impedance tap 22 is arranged to monitor incoming signals to the call-centre 10. The voice traffic on the lines 24, 26 therefore form a two-way conversation between a call-centre operative using one of the terminals 12 and a customer (not illustrated).

The monitoring apparatus 16 embodying the present invention further includes a computer telephone link 28 whereby data traffic appearing at the exchange switch 14 can be monitored as required.

The digital voice recorder 18 is connected to a network connection 30 which can be in the form of a wide area network (WAN), a local area network (LAN) or an internal bus of a central processing unit of a computer.

Also connected to the network connection 30 is a replay station 32, a configuration management application station 34, a station 36 (Step 404, FIG. 4) providing speech and/or data analysis engine(s) and also storage means comprising a first storage means 38 for the relevant analysis rules and the results obtained and a second storage means 40 for storage of the data and/or speech monitor.

FIG. 2 illustrates the typical format of a data packet 42 used in accordance with the present invention and which comprises a packet header 44 of typically 48 bytes and a packet header 46 of typically of 2000 bytes.

The packet header is formatted so as to include the packet identification 48, the data format 50, a date and time stamp 52, the relevant channel number within which the data arises 54, the gain applied to the signal 56 and the data length 58.

The speech, or other data captured in accordance with the apparatus of the present invention, is found within the packet body 46 and within the format specified within the packet header 44.

The high impedance taps 20, 22 offer little or no effect on the transmission lines 24, 26 and, if not in digital form, the monitored signal is converted into digital form. For example, when the monitored signal comprises a speech signal, the signal is typically converted to a pulse code modulated (PCM) signal or is compressed as an Adaptive Differential PCM (ADPCM) signal.

Further, where signals are transmitted at a constant rate, the time of the start of the recordings is identified, for example by voltage or activity detection, i.e. so-called “vox” level detection, and the time is recorded. With asynchronous data signals, the start time of a data burst, and optionally the intervals between characters, may be recorded in addition to the data characters themselves.

The purpose of this is to allow a computer system to model the original signal to appropriate values of time, frequency and amplitude so as to allow the subsequent identification of one or more of the various parameters arising in association with the signal (see, FIG. 5). The digital information describing the original signals is then analysed at station 36 (Step 304, FIG. 3), in real time or later, to determine the required set of metrics, i.e. parameters, appropriate to the particular application.

FIG. 3 is a flowchart of an example process 300 for monitoring communications traffic. At stage 302, signals representing communications traffic are monitored. For example, the digital voice recorder 18 can monitor two-way conversation traffic associated with the exchange switch 14. At stage 304, a predetermined parameter is identified by analyzing the content. For example, a digital signal processor programmed with an appropriate algorithm can identify the predetermined parameter. At stage 306, the occurrence of the identified parameter is recorded. For example, the first storage 38 (analysis rules and results) can store the occurrence of the identified parameter. At stage 308, the traffic stream associated with the parameter is identified. For example, the speech/data analysis engine 36 can identify the traffic stream. At stage 310, the recorded data relating to the occurrence is analyzed. For example, the speech/data analysis engine 36 can analyze the recorded data stored in the first storage 38.

A particular feature of the system is in recording the two directions of data transmission separately so allowing further analysis of information sent in each direction independently (Steps 306 and 308, FIG. 3; Step 406 and 408, FIG. 4). In analogue telephone systems, this may be achieved by use of a four-wire (as opposed to two-wire) circuit whilst in digital systems, it is the norm to have the two directions of transmission separated onto separate wire pairs. In the data world, the source of each data packet is typically stored alongside the contents of the data packet.

A further feature of the system is in recording the level of amplification or attenuation applied to the original signal. This may vary during the monitoring of even a single interaction (e.g. through the use of Automatic Gain Control Circuitry). This allows the subsequent reconstruction and analysis of the original signal amplitude.

Another feature of the system is that monitored data may be “tagged” with additional information such as customer account numbers by an external system (e.g. the delivery of additional call information via a call logging port or computer telephony integration (CTI) port).

The importance of each of the parameters and the way in which they can be combined to highlight particularly good or bad interactions is defined by the user of the system. One or more such analysis profiles can be held in the system. These profiles determine the weighting given to each of the above parameters.

The profiles are normally used to rank a large number of monitored conversations and to identify trends, extremes, anomalies and norms. “Drill-down” techniques are used to permit the user to examine the individual call parameters that result in an aggregate or average score and, further, allow the user to select individual conversations to be replayed to confirm or reject the hypothesis presented by the automated analysis.

A particular variant that can be employed in any embodiment of the present invention uses feedback from the user's own scoring of the replayed calls to modify its own analysis algorithms. This may be achieved using neural network techniques or similar giving a system that learns from the user's own view of the quality of recordings.

A variant of the system uses its own and/or the scoring/ranking information to determine its further patterns of operation i.e.

    • determining which recorded calls to retain for future analysis,
    • determining which agents/lines to monitor and how often, and
    • determining which of the monitored signals to analyse and to what depth.

In many systems it is impractical to analyse all attributes of all calls hence a sampling algorithm may be defined to determine which calls will be analysed. Further, one or more of the parties can be identified (e.g. by calling-line identifier for the external party or by agent log-on identifiers for the internal party). This allows analysis of the call parameters over a number of calls handled by the same agent or coming from the same customer.

The system can use spare capacity on the digital signal processors (DSPs) that control the monitoring, compression or recording of the monitored signals to provide some or all of the analysis required. This allows analysis to proceed more rapidly during those periods when fewer calls are being monitored.

Spare CPU capacity on a PC at an agent's desk could be used to analyse the speech. This would comprise a secondary tap into the speech path being recorded as well as using “free” CPU cycles. Such an arrangement advantageously allows for the separation of the two parties, e.g. by tapping the headset/handset connection at the desk. This allows parameters relating to each party to be stored even if the main recording point can only see a mixed signal.

A further variant of the system is an implementation in which the systems recording and analysing the monitored signals are built into the system providing the transmission of the original signals (e.g. as an add-in card to an Automatic Call Distribution (ACD) system).

The apparatus illustrated is particularly useful for identifying the following parameters:

    • degree of interruption (i.e. overlap between agent talking and customer talking);
    • comments made during music or on-hold periods;
    • delays experienced by customers (i.e. the period from the end of their speech to an agent's response);
    • caller/agent talk ratios, i.e. which agents might be talking too much.

However, it should be appreciated that the invention could be adapted to identify parameters such as:

    • “relaxed/stressed” profile of a caller or agent (i.e. by determining changes in volume, speed and tone of speech)
    • frequency of keywords heard (separately from agents and from callers) e.g. are agents remembering to ask follow-up questions about a certain product/service etc; or how often do customers swear at each agent? Or how often do agents swear at customers?
    • frequency of repeat calls. A combination of line, ID and caller ID can be provided to eliminate different people calling from single switchboard/business number
    • languages used by callers?
    • abnormal speech patterns of agents. For example if the speech recognition applied to an agent is consistently and unusually inaccurate for, say, half an hour, the agent should be checked for: drug abuse, excessive tiredness, drunkenness, stress, rush to get away etc.

It will be appreciated that the illustrated and indeed any embodiments of the present invention can be set up as follows.

The Digital Trunk Lines (e.g. T1/E1) can be monitored trunk side and the recorded speech tagged with the direction of speech. A MediaStar Voice Recorder chassis can be provided typically with one or two E1/T1 cards plus a number of DSP cards for the more intense speech processing requirements.

Much of its work can be done overnight and in time, some could be done by the DSPs in the mediastar's own cards: It is also necessary to remove or at least recognise, periods of music, on-hold periods, IVR rather than real agents speaking etc. thus, bundling with Computer Integrated Telephony Services such as Telephony Services API (TSAPI) in many cases is appropriate.

Analysis and parameter identification as described above can then be conducted. However, as noted, if it is not possible to analyse all speech initially, analysis of a recorded signal can be conducted.

In any case the monitoring apparatus may be arranged to only search initially for a few keywords although re-play can be conducted so as to look for other keywords.

It should be appreciated that the invention is not restricted to the details of the foregoing embodiment. For example, any appropriate form of telecommunications network, or signal transmission media, can be monitored by apparatus according to this invention and the particular parameters identified can be selected, and varied, as required.

Patent Citations
Cited PatentFiling datePublication dateApplicantTitle
US3855418Dec 1, 1972Dec 17, 1974Fuller FMethod and apparatus for phonation analysis leading to valid truth/lie decisions by vibratto component assessment
US4093821Jun 14, 1977Jun 6, 1978John Decatur WilliamsonSpeech analyzer for analyzing pitch or frequency perturbations in individual speech pattern to determine the emotional state of the person
US4142067Apr 11, 1978Feb 27, 1979Williamson John DSpeech analyzer for analyzing frequency perturbations in a speech pattern to determine the emotional state of a person
US4567512Sep 28, 1983Jan 28, 1986World Video Library, Inc.Recorded program communication system
US4837804Jan 13, 1987Jun 6, 1989Mitsubishi Denki Kabushiki KaishaTelephone answering voiceprint discriminating and switching apparatus
US4866704Mar 16, 1988Sep 12, 1989California Institute Of TechnologyFiber optic voice/data network
US4872160 *Aug 30, 1988Oct 3, 1989American Telephone And Telegraph Company, At&T Bell LaboratoriesIntegrated packetized voice and data switching system
US4899333 *Mar 31, 1988Feb 6, 1990American Telephone And Telegraph Company At&T Bell LaboratoriesArchitecture of the control of a high performance packet switching distribution network
US4912701Dec 23, 1987Mar 27, 1990Rockwell International CorporationPacket switching module
US4914586Nov 6, 1987Apr 3, 1990Xerox CorporationGarbage collector for hypermedia systems
US4924488Feb 23, 1989May 8, 1990Enforcement Support IncorporatedMultiline computerized telephone monitoring system
US4939771Sep 20, 1989Jul 3, 1990At&T Bell LaboratoriesAttendant-controlled call message delivery system and method
US4969136Aug 8, 1986Nov 6, 1990Chamberlin David BCommunications network and method with appointment information communication capabilities
US4972461Sep 20, 1989Nov 20, 1990At&T Bell LaboratoriesCall message delivery system and method
US4975896Aug 8, 1986Dec 4, 1990Agosto Iii Nicholas A DCommunications network and method
US5036539Jul 6, 1989Jul 30, 1991Itt CorporationReal-time speech processing development system
US5070526Aug 8, 1990Dec 3, 1991Active Voice, Inc.Signal analyzing system
US5101402May 24, 1988Mar 31, 1992Digital Equipment CorporationApparatus and method for realtime monitoring of network sessions in a local area network
US5166971Feb 24, 1992Nov 24, 1992Siemens AktiengesellschaftMethod for speaker recognition in a telephone switching system
US5260943Jun 16, 1992Nov 9, 1993Motorola, Inc.TDM hand-off technique using time differences
US5274572Mar 6, 1990Dec 28, 1993Schlumberger Technology CorporationMethod and apparatus for knowledge-based signal monitoring and analysis
US5309505May 20, 1991May 3, 1994Inventions, Inc.Automated voice system for improving agent efficiency and improving service to parties on hold
US5339203Dec 21, 1993Aug 16, 1994Dictaphone CorporationApparatus and method of retrieving a message from a digital audio tape
US5353168Nov 5, 1992Oct 4, 1994Racal Recorders LimitedRecording and reproducing system using time division multiplexing
US5355406Mar 1, 1993Oct 11, 1994Vmx, IncorporatedIntegrated application controlled call processing and messaging system
US5375068Jun 3, 1992Dec 20, 1994Digital Equipment CorporationVideo teleconferencing for networked workstations
US5377051Jan 13, 1993Dec 27, 1994Hitachi America, Ltd.Digital video recorder compatible receiver with trick play image enhancement
US5390243Nov 1, 1993Feb 14, 1995At&T Corp.Telemarketing complex with automatic threshold levels
US5396371Dec 21, 1993Mar 7, 1995Dictaphone CorporationEndless loop voice data storage and retrievable apparatus and method thereof
US5398245Oct 4, 1991Mar 14, 1995Bay Networks, Inc.Packet processing method and apparatus
US5434797Oct 20, 1994Jul 18, 1995Barris; Robert C.Audio communication system for a computer network
US5434913Nov 24, 1993Jul 18, 1995Intel CorporationAudio subsystem for computer-based conferencing system
US5440624Nov 10, 1992Aug 8, 1995Netmedia, Inc.Method and apparatus for providing adaptive administration and control of an electronic conference
US5446603Dec 21, 1993Aug 29, 1995Dictaphone CorporationMethod of retrieving messages at selected times from a digital audio tape
US5448420Aug 2, 1993Sep 5, 1995Dictaphone CorporationMethod and a system for storing audio
US5475421Jul 16, 1992Dec 12, 1995Digital Equipment CorporationVideo data scaling for video teleconferencing workstations communicating by digital data network
US5488570Jun 29, 1994Jan 30, 1996Intel CorporationEncoding and decoding video signals using adaptive filter switching criteria
US5488652Apr 14, 1994Jan 30, 1996Northern Telecom LimitedMethod and apparatus for training speech recognition algorithms for directory assistance applications
US5490247Nov 24, 1993Feb 6, 1996Intel CorporationVideo subsystem for computer-based conferencing system
US5500795Jul 6, 1994Mar 19, 1996Teknekron Infoswitch CorporationMethod and system for monitoring and controlling the performance of a call processing center
US5505449 *Jan 27, 1995Apr 9, 1996Video Lottery Technologies, Inc.Video lottery system with improved site controller and validation unit
US5506954Nov 24, 1993Apr 9, 1996Intel CorporationPC-based conferencing system
US5508942Jun 29, 1994Apr 16, 1996Intel CorporationIntra/inter decision rules for encoding and decoding video signals
US5511003Jun 29, 1994Apr 23, 1996Intel CorporationEncoding and decoding video signals using spatial filtering
US5515296Jun 29, 1994May 7, 1996Intel CorporationComputer-implemented process
US5526407Mar 17, 1994Jun 11, 1996Riverrun TechnologyMethod and apparatus for managing information
US5533103Jun 7, 1995Jul 2, 1996Electronic Information Systems, Inc.Calling system and method
US5535256May 3, 1995Jul 9, 1996Teknekron Infoswitch CorporationMethod and system for automatically monitoring the performance quality of call center service representatives
US5535261Aug 20, 1993Jul 9, 1996Gateway Technologies, Inc.Selectively activated integrated real-time recording of telephone conversations
US5546324Nov 22, 1994Aug 13, 1996Digital Equipment CorporationVideo teleconferencing for networked workstations
US5615296Nov 12, 1993Mar 25, 1997International Business Machines CorporationContinuous speech recognition and voice response system and method to enable conversational dialogues with microprocessors
US5623539Jan 27, 1994Apr 22, 1997Lucent Technologies Inc.Using voice signal analysis to identify authorized users of a telephone system
US5623690Jul 16, 1992Apr 22, 1997Digital Equipment CorporationAudio/video storage and retrieval for multimedia workstations by interleaving audio and video data in data file
US5647834Jun 30, 1995Jul 15, 1997Ron; SamuelSpeech-based biofeedback method and system
US5657383Jun 6, 1995Aug 12, 1997Lucent Technologies Inc.Flexible customer controlled telecommunications handling
US5696811Jun 20, 1996Dec 9, 1997Teknekron Infoswitch CorporationMethod and system for automatically monitoring the performance quality of call center service representatives
US5712954Aug 23, 1995Jan 27, 1998Rockwell International Corp.System and method for monitoring audio power level of agent speech in a telephonic switch
US5717879Nov 3, 1995Feb 10, 1998Xerox CorporationSystem for the capture and replay of temporal data representing collaborative activities
US5719786Feb 3, 1993Feb 17, 1998Novell, Inc.Digital media data stream network management system
US5737405Jul 25, 1995Apr 7, 1998Rockwell International CorporationApparatus and method for detecting conversation interruptions in a telephonic switch
US5764901Dec 21, 1995Jun 9, 1998Intel CorporationRecord and playback in a data conference
US5787253May 28, 1996Jul 28, 1998The Ag GroupApparatus and method of analyzing internet activity
US5790798May 31, 1996Aug 4, 1998Witness Systems, Inc.Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
US5802533Aug 7, 1996Sep 1, 1998Walker; Randall C.Text processor
US5818907Aug 4, 1997Oct 6, 1998Teknekron Infoswitch CorporationMethod and system for automatically monitoring the performance quality of call center service representatives
US5818909Sep 27, 1996Oct 6, 1998Van Berkum; Paul E.Agent speech detector system and method for use with a telephonic switch
US5819005Mar 29, 1996Oct 6, 1998Dictaphone CorporationModular digital recording logger
US5822727Dec 21, 1995Oct 13, 1998At&T CorpMethod for automatic speech recognition in telephony
US5826165 *Jan 21, 1997Oct 20, 1998Hughes Electronics CorporationAdvertisement reconciliation system
US5826180Aug 16, 1994Oct 20, 1998Nice Systems Ltd.Near homodyne radio frequency receiver
US5848388Mar 25, 1994Dec 8, 1998British Telecommunications PlcSpeech recognition with sequence parsing, rejection and pause detection options
US5861959Feb 6, 1997Jan 19, 1999Nice Systems, Ltd.Facsimile long term storage and retrieval system
US5918213Dec 22, 1995Jun 29, 1999Mci Communications CorporationSystem and method for automated remote previewing and purchasing of music, video, software, and other multimedia products
US5937029Aug 2, 1996Aug 10, 1999Nice Systems, Ltd.Data logging system employing M N +1! redundancy
US5946375May 12, 1997Aug 31, 1999Teknekron Infoswitch CorporationMethod and system for monitoring call center service representatives
US5960063Jul 14, 1997Sep 28, 1999Kokusai Denshin Denwa Kabushiki KaishaTelephone speech recognition system
US5983186Aug 20, 1996Nov 9, 1999Seiko Epson CorporationVoice-activated interactive speech recognition device and method
US5999525Nov 18, 1996Dec 7, 1999Mci Communications CorporationMethod for video telephony over a hybrid network
US6035017Jan 24, 1997Mar 7, 2000Lucent Technologies Inc.Background speech recognition for voice messaging applications
US6046824Jul 24, 1997Apr 4, 2000Nice Systems, Ltd.Facsimile long term storage and retrieval system
US6047060Feb 20, 1998Apr 4, 2000Genesys Telecommunications Laboratories, Inc.Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center
US6058163May 12, 1997May 2, 2000Teknekron Infoswitch CorporationMethod and system for monitoring call center service representatives
US6108782Jun 24, 1997Aug 22, 20003Com CorporationDistributed remote monitoring (dRMON) for networks
US6122665Aug 26, 1998Sep 19, 2000Sts Software System Ltd.Communication management system for computer network-based telephones
US6128483 *Nov 19, 1996Oct 3, 2000Ericsson, Inc.Simultaneous over the air data download to multiple radios
US6169904Jul 8, 1993Jan 2, 2001Qwest Communications International Inc.System and method for automatically distributing communications to selected locations
US6173384 *Feb 11, 1998Jan 9, 2001Nortel Networks LimitedMethod of searching for a data element in a data structure
US6233234Jun 3, 1997May 15, 2001Bell Atlantic Network Services, Inc.Secure LAN/internet telephony
US6233256Mar 12, 1997May 15, 2001Sarnoff CorporationMethod and apparatus for analyzing and monitoring packet streams
US6246752Jun 8, 1999Jun 12, 2001Valerie BscheiderSystem and method for data recording
US6246759Sep 26, 1996Jun 12, 2001Rockwell International CorporationCall overflow system and method for overflowing telephone calls between telephonic switches
US6249570Jun 8, 1999Jun 19, 2001David A. GlownySystem and method for recording and storing telephone call information
US6252946Jun 8, 1999Jun 26, 2001David A. GlownySystem and method for integrating call record information
US6252947Jun 8, 1999Jun 26, 2001David A. DiamondSystem and method for data recording and playback
US6282269Dec 10, 1996Aug 28, 2001International Business Machines Corp.Voice mail on the internet
US6288739Sep 5, 1997Sep 11, 2001Intelect Systems CorporationDistributed video communications system
US6320588Apr 18, 1997Nov 20, 2001Compaq Computer CorporationAudio/video storage and retrieval for multimedia workstations
US6330025May 10, 1999Dec 11, 2001Nice Systems Ltd.Digital video logging system
US6351762Jun 7, 1996Feb 26, 2002Collaboration Properties, Inc.Method and system for log-in-based video and multimedia calls
US6356294Aug 11, 1998Mar 12, 20028×8, Inc.Multi-point communication arrangement and method
US6364834 *Jan 5, 1999Apr 2, 2002Criticare Systems, Inc.Method and system for remotely monitoring multiple medical parameters in an integrated medical monitoring system
US6370574Dec 16, 1998Apr 9, 2002Witness Systems, Inc.Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
US6385513 *Nov 22, 1999May 7, 2002Honeywell International, Inc.Satellite emergency voice/data downlink
US6404857Feb 10, 2000Jun 11, 2002Eyretel LimitedSignal monitoring apparatus for analyzing communications
US6418214Sep 25, 1997Jul 9, 2002British Telecommunications Public Limited CompanyNetwork-based conference system
US6510220Mar 12, 1998Jan 21, 2003Witness Systems, Inc.Method and apparatus for simultaneously monitoring computer user screen and telephone activity from a remote location
US6538684Nov 28, 1995Mar 25, 2003Canon Kabushiki KaishaTelevision conference system indicating time data
US6674754 *Mar 28, 2000Jan 6, 2004Synchrodyne Networks, Inc.Wavelength division multiplexing combined with time division multiplexing using a common time reference
US6735199 *Mar 28, 2000May 11, 2004Synchrodyne Networks, Inc.Time frame switching responsive to global common time reference
US6757282 *Mar 28, 2000Jun 29, 2004Synchrodyne Networks, Inc.Fast switching of data packet with common time reference
US6778536 *Mar 28, 2000Aug 17, 2004Synchrodyne Networks, Inc.Combined wavelength division multiplexing, time division multiplexing, and asynchronous packet switching with common time reference
US6795789 *May 21, 2001Sep 21, 2004Omnicron Electronics Corp. UsaSystem for testing of intelligent electronic devices with digital communications
US6965816 *Oct 1, 2002Nov 15, 2005Kline & Walker, LlcPFN/TRAC system FAA upgrades for accountable remote and robotics control to stop the unauthorized use of aircraft and to improve equipment management and public safety in transportation
US7006614 *Jul 1, 2002Feb 28, 2006Converged Data Solutions LlcSystems and methods for voice and data communications including hybrid key system/PBX functionality
US7126907 *Aug 31, 2001Oct 24, 2006Tropic Networks Inc.Label switched communication network, a method of conditioning the network and a method of data transmission
US7222166 *Jan 16, 2002May 22, 2007Bandspeed, Inc.Approach for managing communications channels based on performance and transferring functions between participants in a communications arrangement
US7283904 *Oct 17, 2001Oct 16, 2007Airbiquity, Inc.Multi-sensor fusion
US20040039810 *Jul 7, 2003Feb 26, 2004Canon Kabushiki KaishaMethod and device for data processing in a communication network
US20040068587 *Jul 15, 2003Apr 8, 2004Canon Kabushiki KaishaMethod and device for processing a request or compressed digital data
Non-Patent Citations
Reference
1"Speech Analytics-The Art of Automated Voice Analysis in the Contact Center," Robert Frances Group IT Agenda, Feb. 26, 2002, 4 pgs.
2"Speech Analytics—The Art of Automated Voice Analysis in the Contact Center," Robert Frances Group IT Agenda, Feb. 26, 2002, 4 pgs.
3Abadjieva, Elizzaveta et al., "Applying Analysis of human Emotional Speech toEnhance Synthetic Speech," The MicroCentre, Department of Mathematics and Computer Science, The University, Scotland, U.K., 1993, pp. 909-912.
4Ades, Stephen, "An Architecture for Integrated Services on the Local Area Network," University of Cambridge, Computer Laboratory, Technical Report, No. 114, Sep. 1987, 177 pgs.
5Boggs, David R. et al., Pup: An Internetwork Architecture, Report CSL-79-10, Xerox Palo Alto Research Center (Jul. 1979).
6Bullock, Darcy et al., "Roadway Traffic Control Software," IEEE Transactions on Control Systems Technology, vol. 2, No. 3, Sep. 1994, pp. 255-264.
7Byun, Jae W. et al., "The Design and Analysis of an ATM Multicast Switch and Adaptive Traffic Controller," IEEE/ACM Transactions on Networking, vol. 2, No. 3, Jun. 1994, pp. 288-298.
8Cahn, Janet E., "The Generation of Affect in Synthesized Speech," Journal of the Americal Voice I/O Society, vol. 8 (Jul. 1990), pp. 1-19.
9Callegati, Franco et al., "On the Dimensioning of the Leaky Bucket Policing Mechanism for Multiplexer Congestion Avoidance," IEEE, 1993, pp. 617-621.
10Clark, David D. et al., Supporting Real-Time Applications in an Integrated Services Packet Network: Architecture and Mechanism, Conference Proceedings on Communications Architectures & Protocols (Aug. 17-20, 1992).
11Cohen, D. "A Voice Message System", Proceedings of the IFIP TC-6 International Symposium on Computer Message Systems, Computer Message Systems, edited by Ronald P. Uhlig, Bell Northern Research Limited, Ottawa, Canada, Apr. 6-8, 1981, pp. 17-28.
12Cohen, D. "On Packet Speech Communication", Proceedings of the Fifth International Conference, Computer Communications: Increasing Benefits to Society, The International Council for Computer Communication, Hosted by American Telephone and Telegraph Company., Atlanta, Georgia, Oct. 27-30, 1980. pp. 269-274.
13Cohen, Danny "Using Local Area Networks for Carrying Online Voice," Proceedings of the IFIP TC 6 International In-Depth Symposium on Local Computer Networks, edited by Piercarlo Ravasio, Ing. Olivetti & C.S.p.A., Ivrea, Italy, Greg Hopkins, The MITRE Corporation, Medford, Massachusetts, and Najah Naffah, Inria, Le Chesnay, France, North Holland Publishing Company, Florence, Italy, Apr. 19-21, 1982, pp. 13-21.
14Cohen, Danny et al., "A Network Voice Protocol NVP-II," USC/ISI, ISI/RR-81-90, Apr. 1, 1981, 75 pgs.
15Cohen, Danny, "Packet communication of online speech", USCI, Information Sciences Institute, Marina del Rey, CA, National Computer Conference, 1981, pp. 169-176.
16Cohen, Danny, NWG/RFC 741, "Specification for the Network Voice Protocol (NVP)", ISI, DC, Nov. 22, 1977, 40 pages.
17Communications Solutions CTI News, at http://www.tmcnet.com/articles/ctimag/0699/0699news.htm, Jun. 1999.
18CTI News, Year End Issue, New Products From Amtelco XDS, Technology Marketing Corporation, 2007, 18 pgs.
19Emmerson, Bob et al., "The Surging CTI Tide," Byte, Nov. 1996, 3 pgs.
20Engineering and Operations in the Bell System (Second edition), Members of the Technical Staff and the Technical Publication Department, AT&T Bell Laboratories, Murray Hill, New Jersey, 1984, 6 pages.
21Erimli, Bahadir et al., "On Worst Case Traffic in ATM Networks," The Institution of Electrical Engineers, IEE, Savoy Place, London, U.K., 1995, 12 pages.
22Frick, Robert W., "Communicating Emotion: The Role of Prosodic Features," Psychological Bulletin, vol. 97, No. 3, 1985, pp. 412-429.
23Glover, Mark V., "Internetworking: Distance Learning 'To Sea' via Disktop Videoconferencing Tools and IP Multicast Protocols" (Mar. 1998) (unpublished M. Sc. Thesis, Naval Postgraduate School, Monterey, California).
24Glover, Mark V., "Internetworking: Distance Learning ‘To Sea’ via Disktop Videoconferencing Tools and IP Multicast Protocols" (Mar. 1998) (unpublished M. Sc. Thesis, Naval Postgraduate School, Monterey, California).
25Hamel, Gary et al., "Strategic Intent," Harvard Business Review (HBR), (May-Jun. 1989), 14 pgs.
26Hargadon, Andrew et al., "Building an Innovation Factory," Harvard Business Review (HBR OnPoint), Product No. 6102 (May-Jun. 2000), pp. 1, 3-17.
27Herrell, Elizabeth, "Genesys and VoiceGenie: Speech Leaders Merge," QuickTake, Forrester Research, Apr. 11, 2006, 2 pgs.
28Herrell, Elizabeth, "Telephony @Work Globalizes Contact Center Platform with Multi-Lingual Support," IdeaByte, copyright 2002 Giga Information Group, Mar. 11, 2002, 1 pg.
29Hirschberg, Julia et al., "Experiments in Emotional Speech," Columbia University (Feb. 18, 2003), 4 pgs.
30Hirschberg, Julia et al., "Prosodic and Other Cues to Speech Recognition Failures," Department of Elsevier B.V., Speech Communication, vol. 43 (2004) pp. 155-175.
31Hirschberg, Julia et al., "The influence of pitch range, duration, amplitude and spectral features on the interpretation of the rise-fall-rise intonation contour in English," Journal of Phonetics, vol. 20, (1992) pp. 241-251.
32Holfelder, W., "Interactive Remote Recording and Playback of Multicase Videoconferences," in Interactive Distributed Multimedia Systems and Telecommunications Services, 4th International Workshop, IDMS '97, Darmstadt, Germany, 450-463 (Sep. 10-12, 1997 Proceedings, Steinmetz, R. and Wolf, L. Eds).
33Holfelder, Wieland, Tenet Group, International Computer Science Institute and University of California, "VCR(1), MBone VCR—Mbone Video Conference Recorder", Berkley, CA, Nov. 5, 1995, pp. 1-8.
34Howell, Peter et al., "Development of a Two-Stage Procedure for the Automatic Recognition of Dysfluencies in the Speech of Children Who Stutter: I. Psychometric Procedures Appropriate for Selection of Training Material for Lexical Dysfluency Classifiers," University College London, Department of Psychology, J Speech Lang Hear Res., vol. 40, Issue 5, pp. 1073-1084 (Oct. 1997).
35Howell, Peter et al., "Development of a Two-Stage Procedure for the Automatic Recognition of Dysfluencies in the Speech of Children Who Stutter: II. ANN Recognition of Repetitions and Prolongations With Supplied Word Segment Markers," University College London England, UKPMC Funders Group, J Speech Lang Hear Res., vol. 40, Issue 5 (Oct. 1997), pp. 1085-1096.
36Information Sciences Institute, University of Southern California, Marina del Rey, "RFC:791 Internet Protocal DARPA Internet Program Protocol Specification", Prepared for Defense Advanced Research Projects Agency Information Processing Techniques Office, Arlington, VA, Sep. 1981, pp. 1-45.
37Intel Corporation, Intel Internet Video Phone Trial Applet 2.1: The Problems and Pitfalls of Getting H.323 Safely Through Firewalls, at http://web.archive.org/web/19980425132417//http://support.intel.com/support/videophone/trial/21/h323-wpr.htm#a18 (Apr. 24, 1998), 32 pp.
38Intel Corporation, Intel Internet Video Phone Trial Applet 2.1: The Problems and Pitfalls of Getting H.323 Safely Through Firewalls, at http://web.archive.org/web/19980425132417//http://support.intel.com/support/videophone/trial/21/h323—wpr.htm#a18 (Apr. 24, 1998), 32 pp.
39Lazarus, David, "Now call centers can make Nice on Phone," SFGate.com, Jan. 30, 2005, 4 pgs.
40Lieberman et al., Liberman et al., "Some Aspects of Fundamental Frequency and Envelope Amplitude as Related to the Emotional Content of Speech", The Journal of the Acoustical Society of America, vol. 34, previously presented. 922-927 (Jul. 1962).
41Magar, Surendar S. et al., "A Microcomputer with Digital Signal Processing Capability," Session II: Digital Signal Processors, ISSCC 82, IEEE, 1982, 4 pages.
42Mash Research Team, Archive Tools Overview (last modified Aug. 30, 1997) at http://web.archive.org/web/19980209092409/mash.cs.berkeley.edu/mash/software/archive-usage.html (archived Feb. 9, 1998).
43Mash Research Team, Player, at http://web.archive.org./web/199802092521/mash/cs/berkely.edu/mash (Feb. 9, 1998), 3 pp.
44Mash Research Team, Recorder, at http://web.archive.org/web/19980209092445/mash.cs.berkeley.edu/mash/software/recorder-usage.html (archived Feb. 9, 1998).
45Mash Research Team, vic-video conference, at http://web.archive.org/web/19980209092254/mash.cs.berkeley.edu/mash (Feb. 9, 1998), 11 pp.
46Maxemchuk, N.F., "An Experimental Speech Storage and Editing Facility," American Telephone and Telegraph Company, The Bell System Technical Journal, vol. 59, No. 8 (Oct. 1980), pp. 1383-1395.
47McCanne, et al., "The BSD Packet Filter: A New Architecture for User-level Packet Capture," Lawrence Berkeley Laboratory, Berkeley, California, (preprint of paper to be presented at the 1993 Winter USENIX conference, Jan. 25-29, 1993, San Diego, California), (Dec. 19, 1992), 11 pgs.
48Nance, Barry, "Your PC's Ringing-Answer It!," CMP Media LLC, Byte Digest, Byte.com, (archived Feb. 1997), 5 pgs.
49Nance, Barry, "Your PC's Ringing—Answer It!," CMP Media LLC, Byte Digest, Byte.com, (archived Feb. 1997), 5 pgs.
50Network Resource Group of Lawrence Berkeley National Laboratory, vat-LBNL Audio Conferencing Tool, at http://web.archive.org/web/199801261/83021/www-nrg.ee.lbl.gov/vat (Jan. 26, 1998), 5 pp.
51Neustein, Amy, "Sequence Package Analysis: A Data Mining Tool to Speed Up Wiretap Analysis," Linguistic Technology Systems, Edgewater, New Jersey, presented at AVIOS May 10, 2002, 4 pgs.
52Neustein, Ph.D. Amy, "A New Natural Language Method for Performing Efficient Mining of Government Tape-Recordings of the Conversations of Terror Suspects," Linguistic Technology Systems, Edgewater, New Jersey, 5 pgs.
53Neustein, Ph.D., Amy, "Sequence Package Analysis: A New Natural Language Understanding Method for Performing Data Mining of Help-Line Calls and Doctor-Patient Interviews," Linguistic Technology Systems, Edgewater, New Jersey, published proceedings of the Natural Language Understanding and Cognitive Science Workshop at the 6th ICEIS (University of Portugal, Apr. 13, 2004), 11 pgs.
54Nice Systems Ltd.'s content analysis package, "Emotion Detection," Ra'Anana, Israel, 2005, 33 pages.
55Nice Systems, Inc. and Nice Systems, Ltd.'s Local Patent Rule (LPR) 4.3 Disclosures (including claim Chart) submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-RLV on May 1, 2006, 236 pgs.
56Nice Systems, Inc. and Nice Systems, Ltd.'s Second Supplemental Local Patent Rule 4.3 Disclosures submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-TCB on Oct. 23, 2007, 6 pgs.
57Nice Systems, Inc. and Nice Systems, Ltd.'s Supplemental Local Patent Rule 4.3 Disclosures (including claim chart) submitted to the Court in Witness Systems, Inc. v. Nice Systems, Inc. and Nice Systems, Ltd., District Court Northern District of Georgia, Atlanta Division, Case No. 1:06-CV-00126-TCB on Sep. 28, 2007, 131 pgs.
58Nicholson, Robert T., "Integrating Voice in the Office World," Byte Publications Inc., McGraw-Hill, vol. 8, No. 12 (Dec. 1983), pp. 177-184.
59Ober, Katie, "Assessing Validity of Computerized Voice Stress Analysis," study conducted at Edinboro University of Pennsylvania, presented at the 31st Annual Western Pennsylvania Undergraduate Psychology Conference-Mercyhurst College, Erie, Pennsylvania, Apr. 2003, 2 pgs.
60Ober, Katie, "Assessing Validity of Computerized Voice Stress Analysis," study conducted at Edinboro University of Pennsylvania, presented at the 31st Annual Western Pennsylvania Undergraduate Psychology Conference—Mercyhurst College, Erie, Pennsylvania, Apr. 2003, 2 pgs.
61O'Mahony, Dr. Donal, Networks & Telecommunications Research Group, Trinity College Dublin, 1998, 80 pgs.
62Oppenheim, Alan V. et al., "Digital Signal Processing," Printice-Hall, Inc., Englewood Cliffs, New Jersey, 1974, 4 pages.
63Parnes, Peter et al., mMOD: The Multicast Media-on-Demand System, Lulea University of Technology, Sweden, Mar. 6, 1997.
64Postel, Jonathan B. et al., The ARPA Internet Protocol, Computer Networks: The International Journal of Distributed Informatique, vol. 5, No. 4 (Jul. 1981).
65Posting of Brett Eldridge to muc.lists.firewalls: MS NetMeetings 2.0 and Raptor Eagle vers. 4.0, at http://groups-beta.goggle.com/groups/muc.list.firewalls/browse-thread/thread/ec0255b64bf36ad4?tvc=2 (May 2, 1997), 3 pp.
66Posting of Brett Eldridge to muc.lists.firewalls: MS NetMeetings 2.0 and Raptor Eagle vers. 4.0, at http://groups-beta.goggle.com/groups/muc.list.firewalls/browse—thread/thread/ec0255b64bf36ad4?tvc=2 (May 2, 1997), 3 pp.
67Posting of Dameon D. Welch-Abernathy, Re: [fw1-wizards] tcpdump for solaris 2.6, at http://oldfaq.phoneboy.com/gurus/200007/msg00081.html, Jul. 18, 2000.
68Posting of Michael Pelletier to comp. security.firewalls: Netmeeting through a packet filter, at http://groups-beta. google.com/group/comp.security.firewalls/browse-thread/thread/c14c3ac7d190a58/a4010ede22ff83a0, Jan. 23, 1998, 4 pgs.
69Posting of Michael Pelletier to comp. security.firewalls: Netmeeting through a packet filter, at http://groups-beta. google.com/group/comp.security.firewalls/browse—thread/thread/c14c3ac7d190a58/a4010ede22ff83a0, Jan. 23, 1998, 4 pgs.
70Press Release, PhoNet Communications Ltd., "PhoNet Communications Introduces PhoNetWork for Voice Calls over Intranets or the Internet," Oct. 10, 1997, 1 pg.
71Press Release, PhoNet Communications Ltd., "PhoNet Introduces EtherPhone: The First Data PBX Solution to Offer Toll Quality, Scalability, and Fault Tolerance Regardless of Network Topology," Oct. 10, 1997, 2 pgs.
72Press Release, RADCOM, Breakthrough Internetworking Application for Latency & Loss Measurements from RADCOM, at http://web.archive.org/web/1998052702243/www.radcom-inc.com/press21.htm (May 27, 1998), 2 pp.
73Press Release, Radcom, New VoIP Testing Applications from Radcom, at www.radcom.com/radcom/about/pr020999.htm, Feb. 9, 1999, 2 pgs.
74Press Release, RADCOM, RADCOM Adds UNI 4.0 Signalling and MPEG-II Support to ATM Analysis Solutions, at http://web.archive.org/web/19980527022611/www.radcom-inc.com/press13.htm (May 27, 1998), 1 p.
75Rabiner, lawrence R., "A Tutorial on Hidden Markov Models and Selected Applications in Speech Recognition," Proceedings of the IEEE, vol. 77, No. 2 (Feb. 1989), pp. 257-286.
76RADCOM, Prism200 Multiport WAN/LAN/ATM Analyzerat http://web.archive.org/web/19980527020144/www.radcom-inc.com/pro-p1.htm (May 27, 1998).
77RADCOM, Supported Protocols, at http://web.archive.org/web/19980527014033/www.radcom-inc.com/protocol.htm (May 27, 1998), 10 pp.
78Raman et al., "On-demand Remote Playback", Paper, Department of EECS, Univesity of California at Berkeley (1997), 10 pp.
79Rose, Richard C., "Discriminant Wordspotting Techniques for Rejecting Non-Vocabulary Utterances in Uncontrained Speech," IEEE, 1992, pp. 105-108.
80Ruiz, Antonio, Voice and Telephony Applications for the Office Workstation, 1st International Conference on Computer Workstations, IEEE Computer Society Press (Nov. 11-14, 1985).
81Russ, Donna, "Speech Recognition: Ripe for the Picking," Customer Interface (Jun. 2002), 3 pgs.
82Saltzer, Jerome H. et al., "The Desktop Computer as a Network Participant," IEEE Journal on Selected Areas in Communications, vol. SAC-3, No. 3 (May 1985), pp. 468-478.
83Schmandt, Chris et al., "An Audio and Telephone Server for Multi-Media Workstations," Media Laboratory, Massachusetts Institute of Technology, IEEE, 1988, pp. 150-159.
84Schooler, Eve M. et al., "A Packet-switched Multimedia Conferencing System," University of Southern California, Information Sciences Institute, Marina del Rey, California, Reprinted from the ACM SIGOIS Bulletin, vol. 1, No. 1 (Jan. 1989), pp. 12-22.
85Schuett, A. et al., A Soft State Protocol for Accessing Multimedia Archives, Proc. 8th International Workshop on Network and Operating Systems Support for Digital Audio and Video (NOSSDSV), Jul. 1998, 11 pgs.
86Schulzrinne, Henning, "NeVoTImplementation and Program Structure", GMD Fokus, Berlin, Feb. 9, 1996, pp. 1-16.
87Schulzrinne, Henning, "Voice Communication Across the Internet: A Network Voice Terminal", Dept. of Electrical and Computer Engineering, Dept. of Computer Science, Univ. of Massachusetts, Amherst, MA Jul. 29, 1992, pp. 1-34.
88So-Lin Yen et al. "Intelligent MTS Monitoring System", Oct. 1994, pp. 185-187, Scientific and Research Center for Criminal Investigation, Taiwan, Republic of China.
89So-Lin Yen et al., "Intelligent MTS Monitoring System", Oct. 1994, pp. 185-187, Scientific and Research Center for Criminal Investigation, Taiwan, Republic of China.
90Southcott, C.B. et al., "Voice Control of the Pan-European Digital Mobile Radio System," IEEE, 1989, pp. 1070-1074.
91Speech Processing Peripheral (SPP) User's Manual, Adams-Russell Company, Inc., Digital Processing Division, Waltham, Massachusetts, Oct. 2, 1984, 64 pgs.
92Swinehart, D.C. et al., Adding Voice to an Office Computer Network, IEEE Global Telecommunications Conference, San Diego, California, Conference Record vol. 1 of 3 (Nov. 28-Dec. 1, 1983.
93Swinehart, Daniel C., Telephone Management in the Etherphone System, IEEE/IEICE Global Telecommunications Conference, Tokyo Conference Proceedings, vol. 2 of 3 (1987).
94Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.225 Call Signaling Protocols and Media Stream Packetization for Packet-Based Multimedia Communication Systems, Feb. 1998 (WSISTS000177-331).
95Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.245 Control Protocol for Multimedia Communication, Feb. 1998.
96Telecommunication Standardization Sector of International Telecommunication Union, Recommendation H.323 Packet-Based Multimedia Communications Systems, Feb. 1998 (WSISTS000049-176).
97Terry, Douglas B. and Daniel C. Swinehart, "Managing Stored Voice in the Etherphone System", Computer Science Laboratory, Xerox Palo Alto Research Center, 1987, pp. 103-104.
98Terry, Douglas B. et al., Managing Stored Voice in the Etherphone System, ACM Transactions on Computer Systems, vol. 6, No. 1, ACM 0734-2071/88/0200-0003 (Feb. 1988).
99Terry, Douglas B., Distributed System Support for Voice in Cedar, Proc. Of Second European SIGOPS Workshop on Distributed Systems (Aug. 1986).
100The AG Group, Inc., User Manual: Etherpeek Ethernet Network Software Analysis (1997), 168 pp.
101Thomas, Robert H. et al., "Diamond: A Multimedia Message System Built on a Distributed Architecture," IEEE, (Dec. 1985), pp. 65-78.
102Thomke, Stefan, "Enlightened Experimentation: The New Imperative for Innovation," Harvard Business Review (HBR OnPoint), Product No. 6099 (Feb. 2001), pp. 1, 31-47.
103Touchstone Technologies, Inc., "Voice and Video over IP Test Solutions," Hatboro, Pennsylvania, (Sep. 19, 2006), 3 pgs.
104Vin, Harrick M. et al., Multimedia Conferencing in the Etherphone Environment, IEEE Computer Society Press, vol. 24, Issue 10 (Oct. 1991).
105Von Hippel, Eric et al., "Creating Breakthroughs at 3M," Harvard Business Review (HBR OnPoint), Product No. 6110 (Sep.-Oct. 1999), pp. 1, 19-29, 47.
106Wessler, Dr. Barry, Rebuttal Expert Report, submitted to the Court in STS Software Systems Ltd. v. Witness systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 6, 2007, 38 pages.
107Willis, David, "Hear it for yourself: Audio Samples from our H.323 test, Network Computing," at http://www.nwc.com/1001/1001ws2.html, Jan. 11, 1999.
108Willis, David, "Voice Over IP, The Way It Should Be," Network Computing, at http://www.nwc.com/1001/1001ws12.html, Jan. 11, 1999.
109Wilpon, Jay G. et al., "Automatic Recognition of Keywords in Uncintrained Speech Using Hidden Markov Models," IEEE Transactions on Acoustics, Speech, and Signal Processing, vol. 38, No. 11, Nov. 1990, pp. 1870-1878.
110Witness Systems, Inc. Rebuttal Expert Report of Stephen Casner (75 pgs) with claim chart exhibits (Exhibit E—17 pgs; Exhibit F—21 pgs; Exhibit H—38 pgs; and Exhibit L—26 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
111Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit L-43 pgs.; Exhibit M-19 pgs.; Exhibit N-94 pgs.; and Exhibit O-61 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
112Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit L—43 pgs.; Exhibit M—19 pgs.; Exhibit N—94 pgs.; and Exhibit O—61 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
113Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit P-13 pgs.; Exhibit Q-13 pgs. Exhibit R-22 pgs.; Exhibit S-50 pgs.; Exhibit T-24 pgs.; Exhibit U-66 pgs.; Exhibit V-41 pgs.; and Exhibit W-36 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
114Witness Systems, Inc., claim chart exhibits from Expert Report of Dr. David D. Clark on Invalidity (Exhibit P—13 pgs.; Exhibit Q—13 pgs. Exhibit R—22 pgs.; Exhibit S—50 pgs.; Exhibit T—24 pgs.; Exhibit U—66 pgs.; Exhibit V—41 pgs.; and Exhibit W—36 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
115Witness Systems, Inc., claim chart exhibits from Rebuttal Expert Report of Dr. David D. Clark (Exhibit P-12 pgs.; Exhibit Q-12 pgs.; Exhibit R-19 pgs.; Exhibit S-47 pgs.; Exhibit U-63 pgs.; Exhibit V-37 pgs.; and Exhibit W-32 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
116Witness Systems, Inc., claim chart exhibits from Rebuttal Expert Report of Dr. David D. Clark (Exhibit P—12 pgs.; Exhibit Q—12 pgs.; Exhibit R—19 pgs.; Exhibit S—47 pgs.; Exhibit U—63 pgs.; Exhibit V—37 pgs.; and Exhibit W—32 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
117Witness Systems, Inc., Expert Report of Danny Cohen on Invalidity (28 pgs) with claim cart Exhibit C (44 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 19, 2007.
118Witness Systems, Inc., Expert Report of Dr. David D. Clark on Invalidity (60 pgs), with claim chart exhibits (Exhibit E—38 pgs; Exhibit F—23 pgs; Exhibit G—37 pgs; Exhibit H—32 pgs; Exhibit I—62 pgs; Exhibit J—39 pgs; Exhibit K—41 pgs; Exhibit L—43 pgs; Exhibit M—19 pgs; Exhibit N—94 pgs; Exhibit O—61 pgs; Exhibit P—13 pgs; Exhibit Q—13 pgs; Exhibit R—22 pgs; Exhibit S—50 pgs; Exhibit T—24 pgs; Exhibit U—66 pgs; Exhibit V—41 pgs; and Exhibit W—36 pgs), submitted to the Court in Sts Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern.
119Witness Systems, Inc., Expert Report of Dr. David D. Clark on Invalidity (60 pgs.), with claim chart exhibits (Exhibit E-38 pgs.; Exhibit F-23 pgs.; Exhibit G-37 pgs.; Exhibit H-32 pgs. Exhibit I-62 pgs.; Exhibit J-39 pgs.; and Exhibit K-41 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
120Witness Systems, Inc., Expert Report of Dr. David D. Clark on Invalidity (60 pgs.), with claim chart exhibits (Exhibit E—38 pgs.; Exhibit F—23 pgs.; Exhibit G—37 pgs.; Exhibit H—32 pgs. Exhibit I—62 pgs.; Exhibit J—39 pgs.; and Exhibit K—41 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
121Witness Systems, Inc., Expert Report of Dr. Jeffrey S. Vitter on Validity (including claim chart), submitted to the Court in Nice Systems, Inc. and Nice Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, for the District of Delaware, Case No. 06-311-JJF on Dec. 21, 2007 (85 pgs).
122Witness Systems, Inc., Expert Report of John Henits on Validity Issues, submitted to the Court in Nice Systems, Inc. and Nice System Ltd. v. Witness Systems, Inc. et al., U.S. District Court, for the District of Delaware, Case No. 06-311-JJF on Dec. 31, 2007 (99 pgs).
123Witness Systems, Inc., Expert Report of Stephen L. Casner on Invalidity (39 pgs), with claim chart exhibits (Exhibit E—20 pgs; Exhibit F—24 pgs; Exhibit G—20 pgs; Exhibit H—41 pgs; Exhibit I—19 pgs; Exhibit J—20 pgs; Exhibit K—29 pgs; and Exhibit L—30 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 21, 2007.
124Witness Systems, Inc., Fourth Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Mar. 22, 2007, 69 pages.
125Witness Systems, Inc., Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Apr. 25, 2005, 36 pgs.
126Witness Systems, Inc., Rebuttal Expert Report of Dr. Danny Cohen (53 pages) with claim chart Exhibit C (44 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
127Witness Systems, Inc., Rebuttal Expert Report of Dr. David Clark (111 pgs), with claim chart exhibits (Exhibit E—35 pgs; Exhibit J—36 pgs; Exhibit O—58 pgs; Exhibit P—12 pgs; Exhibit Q—12 pgs; Exhibit R—19 pgs; Exhibit S—47 pgs; Exhibit U—63 pgs; Exhibit V—37 pgs; and Exhibit W—32 pgs), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
128Witness Systems, Inc., Rebuttal Expert Report of Dr. David D. Clark (115 pgs.), with claim chart exhibits (Exhibit-E-35 pgs.; Exhibit J 36 pgs.; and Exhibit O-58 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
129Witness Systems, Inc., Rebuttal Expert Report of Dr. David D. Clark (115 pgs.), with claim chart exhibits (Exhibit—E—35 pgs.; Exhibit J 36 pgs.; and Exhibit O—58 pgs.), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court, Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Nov. 20, 2007.
130Witness Systems, Inc., Second Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Jan. 29, 2007, 48 pgs.
131Witness Systems, Inc., Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Sep. 9, 2005, 19 pgs.
132Witness Systems, Inc., Third Supplemental Local Patent Rule (LPR) 4.3 Disclosures (including claim chart), submitted to the Court in STS Software Systems Ltd. v. Witness Systems, Inc. et al., U.S. District Court Northern District of Georgia, Atlanta Division, Case No. 1:04-CV-2111-RWS on Feb. 20, 2007, 20 pgs.
133Zellweger, Polle T., Douglas B. Terry, and Daniel C. Swinehart, "An Overview of the Etherphone System and Its Applications", Xerox Palo Alto Research Center, Palo Alto, CA, 1988, pp. 160-168.
Referenced by
Citing PatentFiling datePublication dateApplicantTitle
US8744064 *Apr 28, 2010Jun 3, 2014Verint Americas Inc.Recording invocation of communication sessions
Classifications
U.S. Classification379/67.1, 379/164, 725/22, 370/218, 370/353, 704/275, 370/427, 455/419, 370/389, 702/122
International ClassificationH04M1/64
Cooperative ClassificationH04M3/42221, G10L15/265, G10L17/26, H04M2201/40, G10L17/005, H04M3/5175, H04M3/42323, H04M3/2272
European ClassificationG10L15/26A, G10L17/00U, H04M3/51S, G10L17/26
Legal Events
DateCodeEventDescription
Oct 21, 2013ASAssignment
Free format text: GRANT OF SECURITY INTEREST IN PATENT RIGHTS;ASSIGNOR:VERINT AMERICAS INC.;REEL/FRAME:031465/0450
Owner name: CREDIT SUISSE AG, CAYMAN ISLANDS BRANCH, AS COLLAT
Effective date: 20130918
Mar 29, 2013ASAssignment
Owner name: VERINT AMERICAS INC., GEORGIA
Free format text: CHANGE OF NAME;ASSIGNOR:WITNESS SYSTEMS, INC.;REEL/FRAME:030112/0585
Effective date: 20070525
Feb 5, 2007ASAssignment
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:EYRETEL LIMITED, DBA WITNESS SYSTEMS LTD.;REEL/FRAME:018850/0108
Effective date: 20060117
Owner name: WITNESS SYSTEMS, INC., GEORGIA
Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:BLAIR, CHRISTOPHER DOUGLAS;KEENAN, ROGER LOUIS;SIGNING DATES FROM 19970915 TO 19970916;REEL/FRAME:018850/0067
Owner name: EYRETEL LIMITED, UNITED KINGDOM