18745469. METHODS AND APPARATUS FOR BYPASSING HOLDS simplified abstract (Google LLC)
Contents
METHODS AND APPARATUS FOR BYPASSING HOLDS
Organization Name
Inventor(s)
Cassandra Xia of Atherton CA (US)
Luis Carlos Cobo Rus of San Francisco CA (US)
METHODS AND APPARATUS FOR BYPASSING HOLDS - A simplified explanation of the abstract
This abstract first appeared for US patent application 18745469 titled 'METHODS AND APPARATUS FOR BYPASSING HOLDS
Simplified Explanation: The patent application describes a system for automatically monitoring a voice communication session that is on hold to determine when the session is no longer on hold, and providing user interface feedback accordingly.
- Monitors voice communication sessions in on hold status
- Detects when the session is no longer on hold
- Renders user interface output to indicate the end of the on hold status
- Monitors audio stream for cues indicating the end of on hold status
- Injects response solicitation signal into the audio stream
- Processes any response to the signal to confirm the end of on hold status
Potential Applications: 1. Call center operations 2. Customer service interactions 3. Teleconferencing systems
Problems Solved: 1. Ensures accurate monitoring of on hold status in voice communication sessions 2. Improves user experience by providing timely feedback on session status
Benefits: 1. Enhanced efficiency in managing voice communication sessions 2. Improved customer satisfaction through clear communication status updates
Commercial Applications: Automated Monitoring System for Voice Communication Sessions
Prior Art: Further research can be conducted in the field of automated monitoring systems for voice communication sessions to identify any prior art related to this technology.
Frequently Updated Research: Stay updated on advancements in voice communication monitoring systems and technologies.
Questions about Voice Communication Monitoring Systems: 1. How does the system differentiate between on hold status and active communication? 2. What are the potential privacy implications of monitoring audio streams in communication sessions?
Original Abstract Submitted
Automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. When it is determined that the session is no longer in the on hold status, user interface output is rendered that indicates that the on hold status of the session has ceased. In some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. In response, a response solicitation signal is injected into an outgoing portion of the audio. The audio stream can be further monitored for a response (if any) to the response solicitation signal. The response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.
